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:02/02/2023

  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.

  Received my Cove system consisting of panel, 3 motion sensors, water detector, ************* sensors and 2 smoke detectors.First they sent me 2 smoke/Co2 detectors which kept triggering the fire alarm. After numerous calls they stated that those detectors should not have been sent as they were problematic and they would send me 2 smoke/heat/ freeze detectors.After waiting 2 weeks for the replacement units I finally received them yesterday. After installing them to the system and mounting them, after about 10 minutes the fire alarm was triggered again, I cancelled it from the panel and tried reinstalling them, just kept alarming. I again called Cove and asked if Im the only one who is having this issue, the response was NO, we are aware of problems with the smoke detectors.How can a company entrusted to protect my family knowingly send out smoke detectors that are faulty?These are life and death pieces of equipment that people trust with their families lives. I cannot get a phone number for the corporate offices.Again today they said they were going to send 2 new detectors.At this point I went to ********** and purchased 2 detectors so I have some protection as I discarded the old ones I had with another security company.I cannot believe a company would continue to use these smoke detectors.

  

  Business Response

  Date: 02/08/2023

  We had a manager reach out. We called but the customer didn't answer. We sent an email to follow up with the customer. We will wait for their response.

• Initial Complaint

  Date:01/28/2023

  Type:Product 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 ordered security equipment from COVE it took several months to receive. Upon receipt of the equipment, it did not work nor set up as easily as advertised. I requested a refund. I was informed that the equipment needed to be returned and a refund issued. My bank card was provided and informed that the refund would take 2-3 business days. I called again and the agent informed me it could take 30 days. Today, I was informed it could take 10 business days. I asked the agent, I talked, to talk to his back office to ensure that the refund was not issued to card I used to purchase the equipment. The agent did not check. He kept repeating the same thing. As of today, I have not received my refund. The representatives that I talk to state the refund was issued to my card and to contact the bank. Each time, I was informed to contact the bank, I did. Per the bank, the money is not there. The bank representatives informed me that they looked into the **** system and the funds are not there. I just want my money returned NOW. At this point even a mailed check would be better than this constant back and forth between cove and my bank. Please refund my money.

  

  Business Response

  Date: 02/01/2023

  We have a manager reach out to address customer's concerns. We sent an email to the customer to prove the refund was processed. We attached the refund invoice and the transaction summary, which includes the reference number, so the customer's bank can trace the transaction. We will continue following up with the customer.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18943486
  
  I am rejecting this response because:

  I responded to the merchant..my response is posted here:

  thanks for the information.
  I called the bank again and referenced the trackiing number provided.
  I was informed that AGAIN they see nothing for that amount form January 19, 2023 to today.
  The agent (*******) asked for a 15 digit trace number not a reference number. She was also unsure whether or not the 15 digit trace number would work since their system reflects nothing.
  She stated she also looked in their system again for that amount, as of today, the refund for that amount is NOT reflected anywhere in their systems.
  She also verified that the last four digits of the card used are correct. 
  Now what?
  Do you have a 15-digit trace number?
  Where is this money? Are your or someone able to reach out to **** or my issuing bank to resolve? I've done all I can do. And still getting the same results.
  Please assist.
  Thank You.
  ***************************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2023

  We have been working with our accounting department to get this resolved as soon as possible and they are still investigating the case. We want to make sure they receive their refund. We will keep communication with the customer until the case is resolved.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18943486
  
  I am rejecting this response because: This has taken too long. All I'm asking for is a complete refund as promised. I'm still waiting for my refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/10/2023

  We issued a refund on 1/19/2023. We have been following up with the customer about this case. We are currently looking into the issue and we are going to get back to customer once we have more information from our accounting department. 

• Initial Complaint

  Date:01/18/2023

  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.

  We received our security system on 5/5/22 and did not have issues with it. Besides slow cameras until October 13, 2022. Our first panel one off-line on 10/13/22. We were out of town and had someone watching over the house we didnt notice it truly was off-line until 10/28/22. Following their help techniques over the phone, we were able to get the panel started again. And a new one was ordered.This panel did not work, despite doing all of their help techniques over the phone.I called and a new panel was shipped and arrived 11/03/22. This panel also did not work. Despite doing multiple phone calls multiple different types of help. Desk things over. The phone werent able to get this panel started.I asked to then cancel the service completely as obviously they didnt have the equipment to make it work, and they told me I would have to pay remainder fee in order to cancel my service. I told him I will not be paying for service until I have a working panel can actually arm my house for the safety and security of my family.On 11/17/22. I called again wondering where my panel is and its backordered at this point. No date insight as to when A panel should be delivered to my address for a working security system.They attempted to call me in the middle of my workday and go through help techniques to get the panel online. When I told him Im at work and I just want to cancel the system. They still told me I have to pay a fee even though I now currently have not had a working system For three months.

  

  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. The customer requested to cancel the account and receive a refund. We will issue a refund for what customer paid in their initial order. We sent a return label and once the equipment arrives we will issue the refund to the credit card on file. 

• 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.