Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The main panel for the security system was offline and called Tech support to trouble shoot and they said I needed an new one but they were back ordered. This was on 12-9-2022. I have been on contact multiple times and I have asked how they can sell to new customers?? Was told they handle the two cases different but they are still sending out main panels to new customers but won't send one to an existing customer. I have had this system for less than one year. If they are not going to send me a panel they need to pay me for the equipment I purchased as it is useless to me. There is a review on ****** reviews from me . Mark **

  

  Business Response

  Date: 01/25/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We sent him an ATT panel we had available in our offices. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer and we will make sure their equipment is up and running. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18834674
  
  I am rejecting this response because:  the new panel only worked for 3 hours after set up and then went offline.  I let them know this and did what they said. IT STILL DOES NOT WORK. WANT MY MONEY BACK.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/27/2023

  We were able to send a second replacement, this time it is a ******* panel. We sent the tracking information. We agreed that if this panel doesn't work for him, then he would need to send back the equipment and we will issue a refund for what the customer paid for it. 

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as I have 60 days per the email to make sure it works, or get a refund from Cove for my equipment.  I worked with ****** and she was incredibly helpful.  They need more folks like her.  It did take filing a complaint to the BBB to get the issue taken care of, but it the ******* panel is currently working. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the Cove security system well over 2 years ago and initially everything went well and Cove was helpful when there was an issue. Then I had an issue with not receiving any activity monitoring with the app that took way too long to correct. Now I called Cove on November 14, 2022 to tell them that the battery in the alarm panel had swelled up so much and was very hot and kept triggering a "system tamper" alert. I was told that an order for a new panel was issued. That was over 8 weeks ago and still no panel. I have emailed them 3 times and called them 4 times and all they say is that the order was turned in to the warehouse. I think it is very poor business to keep selling new systems and not take care of existing customers that have already bought systems and are paying monthly for a service and plan they are not receiving. It's a shame because it was good at first. I wish they would buy back my system and let me find a more capable security company.Update: It has been 9 weeks since I first contacted Cove with the issue. I was supposed to be contacted by a supervisor but they didn't call at the time customer service said they would. The next day a supervisor called while I was at an appointment and said she would call later that afternoon when I said I would be available but that never happened. I worry that this "hot battery" could be a fire hazard and expressed that to Cove. We had to take it down from wall mounting and it sits on a trivet made for hot pans. The back plate will not even fit back on the panel as the battery is swelled up so much! I got this system for my 89 year old mother and am deeply sorry that this is not being handled at all. Date of experience: November 13, 2022

  

  Business Response

  Date: 01/20/2023

  We had a supervisor reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. To provide a prompt solution, we sent her a new battery that would address the customer's concerns. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer. 

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My security system is inoperable and has been for 2 months. I was told by customer service they needed to send a new base station. They provided an order number. However - no system has arrived. I had several correspondences with them over these last 2 months. They even ordered again. They are either blaming the warehouse - supply chain or both. During this timeframe - at the very beginning, We ordered my son a system for his new home and his system was promptly delivered. Additionally - I receive daily emails about new equipment being 65 % off. In my estimation - the company is prioritizing new subscriptions over existing customers. This really is unacceptable based on the critical nature of the service provided. I would like to know when I will receive this replacement equipment to determine if I need to secure services elsewhere.

  

  Business Response

  Date: 01/20/2023

  We had a manager reached out via email. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We offered to send them an ATT panel we had available in our offices. We will make sure to credit his account. We will maintain communication with the customer. 

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a Cove Smart customer with monitoring by a central station for over a year. I purchased smoke, heat and security alarms that all wirelessly connect to a central panel in my home. The original central panel worked very well; but, had to be replaced about 6 months ago due to a faulty backup battery. I've had endless problems with the new central panel; it continually loses connection with the cell tower and it will randomly, completely power down/off. Despite numerous trouble calls to their customer service, these issues remain unresolved.In the beginning, they would call us whenever there was a tripped alarm. Those calls have stopped.Cove promised central monitoring, which I pay a monthly subscription fee, and promised 24/7, 365 days a year protection. I'm not getting the service for which I'm paying.

  

  Business Response

  Date: 01/16/2023

  We had a manager reach out. We called but the customer didn't answer. We sent an email to the customer to coordinate a callback so we can address his concerns. We will be waiting for the customer's response. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18714227
  
  I am rejecting this response because:  I sent them an email and I'm waiting action on their part.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/20/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We sent him an ATT panel we had available in our offices. This should arrive within the next 2 to 5 business days. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18714227
  
  I am rejecting this response because: While the business has committed to sending me a new panel, I haven't yet received nor tested it to prove the problem is resolved.  As you might expect, I've trusted them to resolve the issue many times before only to be disappointed.  Please keep the case open until this issue is resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/27/2023

  The panel was shipped last Friday, January 20th. ***** had some difficulties delivering it on time but this was delivered this Friday. January 7th. We provided the tracking information and the panel should be ready to install. We will make sure to work and keep communication with the customer.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18714227
  
  I am rejecting this response because: The AT&T replacement panel they provided couldn't achieve a consistent channel in my area.  After troubleshooting, they decided to send me a replacement panel ********* again.  These panels are currently on back order; so, the *** is indeterminate.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/03/2023

  We were able to test and get ready a ******* panel for shipping. We sent the tracking information and the customer should be getting the replacement within 2-5 business days. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18714227
  
  I am rejecting this response because:  Still don't have a working panel.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/09/2023

  We were able to confirm that the customer received and activated the ******* panel today 2/9/2023. We sent a return label so he can ship the deflective equipment. 

  Customer Answer

  Date: 02/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a security system never installed. Will not install because of on going issues since system was ordered. I have paid Cove for the system; I will write that off as ****** learned. I have asked Cove *************** to cancel the $28 monthly they are charging to monitor the system. Cove keeps charging. 1/1/23 email from me to ******************* at Cove - no response. 12/5/22 email proving I requested cancel montoring before 11/28. from me to ******************* - no response. 12/5 we called Cove spoke with *******************. He said send the email stating request to cancel monitoring & account and he would cancel if email was before 11/28. 12/3 email from me to ******* at Cove stating again cancel monitoring & account. 12/3 email from Dimple with Cove stated ****'s portal was down. 12/3 email from me to Cove to cancel monitoring & account. 11/26 email from me to ***** at Cove to cancel monitoring. ***** sent email back their portal is down.

  

  Business Response

  Date: 01/06/2023

  We have been able to successfully cancel the customer's services, and they will no longer receive a monthly bill. This cancellation went into effect on 01/06/2023. We will no longer contact the customer as requested. We left a voicemail and sent an email to notify the actions taken on their account.

  Customer Answer

  Date: 01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me based upon the following.  I received an email on January 6th direct from Cover with an attachment stating my account is paid in full.  This email from Cove confirms I owe nothing from November 26th through January 6th when the account was closed.  If Cove honors their email then I am satisfied.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a outdoor camera and it stopped working would pair to my phone and then would be unavailable for viewing meaning the camera was not available to use you were unable to view it. Contact customer service and continuously ran me through the same process over and over! Questioning me if I was putting in correct info etc! Literally hung up because he kept running the same steps! All I want is a replacement for my outdoor camera!!

  

  Business Response

  Date: 01/10/2023

  We have a manager reached out but she couldn't find the customer. The customer contacted us back and one of our agents was able to process the order to replace the camera. We provided a free month of monitoring for the inconvenience. We sent an email to continue following up with them. 

• Initial Complaint

  Date:01/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst security and customer service ever. Equipment does not work. Call to cancel, and they beg you to try for a little longer and say you can cancel after with no problem. Then, when you try to cancel a month later, they tell you you're now past the time frame where you can return the equipment. After being guaranteed this would not happen.

  

  Business Response

  Date: 01/05/2023

  We had a supervisor reach out to customer. We were able to address customer's concerns and clarify information. We sent a return label and agreed to refund their money back once the equipment is in transit to our warehouse.

• Initial Complaint

  Date:12/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roughly 2 years ago, I made an online purchase of Cove's security equipment. I never took it out of the box and I never used their monitoring service. At the time of purchase, i had intended to use the system in the home i was hoping to buy after the sell of my then current home. However, it took longer than anticipated to sell my home during which time the other home had also sold. Shortly after my home sold, my belongings were put into storage and i left the state, traveling to the esst coast. I talked to Cove several times explaining i had no idea I had entered into a monthly service; therefore, I requested to have the service put on hold until I got back rather than charging me $34 a month for service I was not using. I was told I needed to return equipment and bring the account current, before they could discontinue my service. Several times I explained to them what had happened. I asked for a regional office manager that I could talk to and I was told there is none. They want $300+ for the equipment. I looked online and found that they had a military offer for $200+. I requested that I be offered that amount I was told that was not the contract I signed. To the best of my recollection, i never signed a contract with this company. I believe I was told it was implied with the purchase of the equipment. I'm sure I did not realize that when I made the purchase, I was not contacted before I left the state when I could have gone to storage to try and locate the equipment. At any rate, I have now paid $34 per month for nearly 2 years for service I have never used -- minus any uncollected amount. It seems ridiculous, when they are well aware that I have never used their service, and that they would not suspend the account. I have now found the unopened equipment in storage. I am seeking a fair and equitable settlement, particularly given how many times I requested to suspend billing for the service I never used. I would also like an apology for the rude way I have been treated. I also wanted to offer a warning to any potential customers. I would also like for Cove to stop their nearly daily calls until this complaint is settled.

  

  Business Response

  Date: 01/05/2023

  We had a manager reach out but we couldn't find the customer. We have sent a detailed email to clarify information about their current plan and propose a solution. We are still waiting to hear back from them. 

• Initial Complaint

  Date:12/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up in January 2020. I agreed to finance the equipment for 36 months at 10 a month and then my bill would drop to 12 dollars a month. Well it's been 3 years and my account shows that I still over 179 dollars on the system. They have no way to show the break down of payments and I have called on this and they give you these joke ****** and claim more will come off and it will be gone by the end of 36 months. Well it's not and I have been totally ripped off.. I did everything propertly and they just hope you forget since it's been so long. Please don't sign up for this business' service.

  

  Business Response

  Date: 01/05/2023

  We had a manager reach out but we couldn't find the customer. We have sent a detailed email to clarify information about their current plan and propose a solution. We are still waiting to hear back from them.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/18/2022 purchased Cove security system. The system had problems from the start with video. After that was partly resolved the system worked off and on, now the system calls the fire department and the police along with setting off the smoke alarm. Also says it has no a/c power but the power test good. I have contacted Cove several times with these problems and all they want to do is have me trouble shoot their system. This has been done several times with no results. I have asked for a new control panel but all I hear is we want you to trouble shoot the panel. Then I was told that I could not get a new panel because they had none in stock but yet they are still selling the complete system with the panel, so why could they not take a panel from a system and send it? I want the system to work without me having to spend time trouble shooting their problems.

  

  Business Response

  Date: 01/03/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues and holiday sales, our warehouse has been having delays to fulfill orders, but as soon as our panels are ready to ship, the customer will receive an email with the tracking information. Because of the inconvenience we credited the customer's account. We will continue following up with the customer.