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:10/27/2022

  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.

  Since around June 2022 Cove Smart, LLC d/b/a Cove Home Security has constantly and frequently called attempting to collect a debt for home security service. I have repeatedly requested they send to me in writing via **** an actual billing statement with a breakdown of charges. I advised them in the all months from July 2022 until current that they have 1. violated FDCPA with the following; A. 15 USC **** (d)(2) B. 15 USC ****b (2) by attempting to contact numbers that were listed as emergency contact for the home alarm; C. 15 USC ****c (a); D. 15 USC ****. They have not as requested validated the debt so the violated 15 USC ****g; Cove Smart, LLC did not provide billing statements and willfully violated 15 USC 78m. I am using 15 USC **** (a)(1)(2)(3) to dispute what has not been proven to be valid. Using an auto dialer with timed repeated calls along with either not responding to hello or allowing the phone to ring once and hang-up is all harassing and they seem to think it's a game on their end while laughing or not taking what is said by me the Consumer seriously.

  

  Business Response

  Date: 10/31/2022

  When the customer decided to purchase the equipment on 07/21/2021 the customer elected Coves Pay Later of Never Purchase Option for the Equipment. As set forth in Section 8 of the Terms of
  covesmart.com
  Sale, the following conditions apply to their order:
  "You purchased Equipment totaling $260.55 but selected the option to pay $73.80 for your Equipment by keeping ************************** active for 36 months. If your service is cancelled or terminated before 36 months, you agree to pay
  $186.75 which is the remaining cost of your Equipment. ($186.75 + Tax)"
  
  The customer didn't keep the agreement by keeping the ******************************* paying the equipment balance and any monitoring due balance.
  
  As an exception, we were able to successfully cancel the customer's services, and will no longer receive a monthly bill. This cancellation went into effect on 10/27/2022. The customer was added to the not contact list. 
  We sent the cancelation notification via email to the customer, and attached the account statement and the agreement. 

• Initial Complaint

  Date:10/24/2022

  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.

  Ordered a full system beginning of October. Got the system went to install it and the panel is not working. No cellular connection. They claim that the *** card in my system is not yet active and i have to wait 24hrs. Its been well over 24 hours and it still does not work. I have spent over 3 hours with 5 different people from their call center in *************** trying to get someone to resolve my issue and all they have done is give me the run around. I have been hung up on twice (and I was not rude and I did not swear) They refuse to give me a phone number to contact support in the US, they say they have no phone # to refer me too. They claimed they would send me an email showing an account credit and I have not received that either. I have paid up front for service and I cannot even use the system. I have reached out by phone and by online chat. By the way their online chat people all use the same name. I want a resolution for my system or a complete and full refund for all the money I have spent thus far on their faulty equipment.

  

  Business Response

  Date: 10/28/2022

  We had a Manager reach out to the customer. Their phone number went to voicemail.
  First attempt:
  Date: 10/24/2022 10:18:40 AM
  Second attempt:
  Date: 10/26/2022 2:07:07 PM
  Third attempt: 
  We sent an email to the customer on 10/27/2022 addressing all their concerns. The panel is currently online and connected to our Monitoring Station.  We compensated the customer by crediting the account and extending the 60-day trial for an extra month. We haven't heard back from them. 

• Initial Complaint

  Date:10/10/2022

  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.

  Back to square 1 again since July of this year a new Verizon panel was sent and I am having the same issues again with the connection as I did the previous at&t panel. Paid up front for the system and no thing for the monitoring and I am not dealing with this anymore. I want a full refund for all equipment and 1/2 of all the monitoring charges since the system was purchased. I would like reimbursed for my time spent troubleshooting their equipment that everyone has or seems to have.

  

  Business Response

  Date: 10/14/2022

  We had a supervisor reach out to the customer. We were able to address the customer's concerns and came to a mutual agreement to continue providing services. We credited the account and replace the faulty equipment. We would maintain communication to follow up with the customer if he presents any other inconvenience.

  Customer Answer

  Date: 10/18/2022

   
  
  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.  In our discussion via phone we came to an agreement to retain services at this time in hopes that in the future upgrades to the services and equipment would be addressed.
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:10/09/2022

  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.

  I purchased the Cove system because I was told if I moved I could take it with me and use it anywhere. I then asked if I would be able to use the cameras if the place I was moving had a wired system already. I was told I could but there was a fee to reactivate my account and a fee per camera. Once I moved I called to set it up and I was told that I had to pay $27 per month monitoring fee even though I did not need it. So basically, I was sold $600 of equipment I can not use. Unless I want to pay $27 per month. Had I been told that, I would have never bought equipment that has now become ornaments on my tool bench.

  

  Business Response

  Date: 10/14/2022

  We have attempted to reach out during the week and sent an email and a text asking for a good time to talk to no response. Awaiting the response from the customer.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18188762
  
  I am rejecting this response because:

  They attempted to contact me while I was driving, I told them to send me an email and let me know when they could talk after Friday October 14th. They finally contacted me today and told me how they could do what I was told they couldn't do all of a sudden. Which is use my cameras but, pay them $10 per month to use the cameras I already paid $100 for. They can not be used on anybody else's system apparently. They Then offered me to pay me back for 3 months of what I have already paid. This does not solve the issue and the complaint is unresolved.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/20/2022

  The customer purchased the equipment on 7/2/2021 and decided to terminate the services on 6/19/2022. Reason for cancellation: The customer moved out and his new house will be having an existing security system. He asked one of our agents on 6/27/2022 if he could use the cameras and the agent responded that in order to use the cameras he needed to have his services active. This was also mentioned in the last call he had with us. Our cameras need the app in order to see the live feed. When an account is canceled, customers are no longer able to access or view the Cove app or its capabilities meaning they won't have:
  Remote access to the system and cameras
  System/camera notifications
  Live camera views
  Cloud storage of video footage
  Prior to purchasing the equipment, all of our customers accept and agree to the terms and conditions. In our Terms and Conditions of Sale of Products and Services, section 11 says: Customers Duty to Verify Compatibility of Products and Services: You are solely responsible for determining the compatibility of the Products with other equipment in your home or business, and you agree that lack of compatibility is not a valid claim under the warranty provided by Cove with the Products and/or Services purchased from Cove and does not otherwise constitute a basis for receiving a refund after the 60-day Refund Period described below.
  A manager contacted the customer and offered to continue services by making the exception to activate the app and camera portion only, but the customer decided to go with another company. Because the customer is beyond the ****** trial, we cant issue a full refund, but we offered to refund the total amount of $80.97, which is the equivalent of 3 months of monitoring that he paid when we had his services active. Customer accepted the offer over the phone.
  
  

• Initial Complaint

  Date:09/27/2022

  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.

  I ordered Cove Smart security for my home back in May of 2022. Initially there was a discount on their store page offering to sell a custom package which was on sale. I paid $162.49 for the equipment. In July I paid $27.00 (for monthly service). I am a disabled man with no income at all. I do not have a job due to a back injury, nor do I have SSDI. Due to the fact I have no source of income, I told Cove I wanted to cancel my account. They claim the cannot cancel it because I owe an equipment charge that is about $200.00. Due to their promotional discount, I was unaware this was the case. As the amount stated on their website is what I thought their equipment costed in full. I never was informed about extra charges on their equipment. I repeatedly told them I am disabled with no income. They told me in order to cancel I have to pay them the sum above plus my past due monthly service (currently $75.00). Otherwise the will continue to bill me monthly and rack up extra charges on my account (when I am already unable to pay them). I asked if they can just send the account to collections... they said no that it is impossible. They claim no matter what I have to pay them, and if I don't pay, they will just keep billing me. Again I am a disabled man with no source of income living on Food Stamps. I can't pay them. Cove Smart Security is holding my account hostage and will not cancel it as requested. This is fraud! I requested the merchant close the account. I would like assistance in closing my account with them. They just cannot continue to charge me when I have asked for their services to be disconnected. I may owe money to them but, they can send me to collections for it and they claim they are unable to do this. Further more... how can they continue to charge me for something I am unable to use?

  

  Business Response

  Date: 10/03/2022

  We have a Supervisor that had reached out to customer. Their phone number went to voicemail after 3 attempts:
  First attempt:
  Date: 9/28/2022 4:08:01 PM
  Second attempt:
  Date: Date: 9/29/2022 5:29:06 PM
  Third attempt: 
  Date: 9/30/2022 1:29:09 PM
  We sent an email to customer on 9/30/2022 addressing all their concerns and proposing a solution. We are still waiting to hear back from them. 

• Initial Complaint

  Date:09/12/2022

  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.

  I moved into a new house shortly before I was deployed overseas, I ordered ************* Systems because I heard good things and they seemed reasonably priced after spending almost $500. My stiff was on the way, it was as easy as they say to install. After I left for deployment is when the problems started happening, while my wife, 7-month-old, and 3-year-old were sleeping the alarm started blaring. You would think good, right? wrong it was a false alarm and the screen showed tampering, my wife shut off that particular window thinking it was an isolated incident. But it also happened with the smoke alarm and the glass break sensor, might I add there was no smoke and there was no broken glass. Now my wife is afraid to set the system because she believes it is going to go off and does not know whether it is real o another false alarm. We will be scrapping this system and going to a company that my wife doesn't have to worry about constant false alarms.

  

  Business Response

  Date: 09/15/2022

  We have a supervisor reach out to the customer. We were able to take care of his concerns. We agreed to refund the money he paid for the equipment once it is in transit to our warehouse. 

• Initial Complaint

  Date:08/31/2022

  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.

  I purchased this system and have had nothing but problems with it . I have called and spent to much time trying to get it to work. It continues to fail and there are no options to terminate service except call. They hustle you and avoid cancelation. I want this all to end its one of the worst systems I have ever used.

  

  Business Response

  Date: 09/05/2022

  We have a supervisor reach out to customer via email and text, but he didn't replied. We have cancel the services as he requested and we sent an email with the return label so they can ship the equipment back to us. We will issue a full refund to the credit card on file once the equipment is in transit to our warehouse. 

• Initial Complaint

  Date:08/25/2022

  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.

  Purchased the equipment back on June prior to purchasing my house. Put up the equipment once moved in in July. Now one month later my panels touch screen doesnt work, so they are sending out a new one. Both my outdoor cameras will not record more than 6 seconds in the cloud storage, even though it gives me the option. They recommended I get an SD card. The purpose of technology these days is to allow me to utilize my phone/app to view more than 6 seconds of video. My ****** nest camera that I have records constantly and I can view any moment of the day. I tried to return my equipment but unfortunately Im passed my 60 day trial period. Should have went with ADT.

  

  Business Response

  Date: 08/26/2022

  We had a manager reach out to the customer.  We were able to address the customer's concerns. The customer decided to cancel the account and return the equipment. We will issue a full refund to the credit card on file once the equipment is in transit to our warehouse. 

  Customer Answer

  Date: 08/30/2022

   
  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:08/24/2022

  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.

  I contacted Cove today to cancel my service due to an upcoming relocation ( in two days to be exact). I was told that I could not cancel my service until I paid for the equipment. Excuse me? I have been paying for this equipment for almost 3 years. The person I spoke with had the nerve to tell me I have been paying extra for a convenience fee. A convenience fee??? What did I have the convenience of having? Once the pandemic hit service lacked and I still didnt cancel. There have been times when someone set my alarm off and I didnt get a check in for over 30 minutes if at all. So, I know Im not now being pressured into paying for equipment I dont need any longer. The equipment is almost 3 years old - Im sure there have been upgrades to it and I havent received them. I need my account canceled as I asked and I need a shipping label to return this equipment. I have all the original boxing that it came in. It is tremendously disappointing to pay for a service month over month until there is no use for it and then realize your patronage meant nothing. Then ti learn I have been charged a convenience fee when I was told the additional money was to pay for the equipment. This now all feels like a scam. Im disappointed.

  

  Business Response

  Date: 08/26/2022

  We had a manager reach out to the customer. We agreed to forgive the equipment balance and cancel her account. We were able to address the customer's concerns. 

• Initial Complaint

  Date:08/17/2022

  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.

  I got the security system back in February and it didn't arrive until March. I spent about $400 for the system and first-month security alone. Then I had lots of technical difficulties including the cameras not working. When I talked to support they said I needed better internet. So I got better internet, yet it still was not capturing events. Then I asked for a refund and they said they would only take back the equipment and not charge another $200 and will cancel monthly billing. But would not refund, I obliged but they never sent the return label. Yesterday we had someone try to break in and it did not capture a single thing on any of the cameras. And we have 4 of them including a doorbell one. And I noticed it was not capturing things a lot including the mailman, packages, food being delivered, people walking in our yard and etc. So I am stuck with getting billed monthly and the system not working. And they potentially affect my credit if I don't pay. So I have paid for all this equipment and monthly service which does not work properly. And support won't help anymore. Furthermore, they said they would send me a return label for the devices but have not and continue to charge me for monthly billing. Yesterday was the last straw for me when the cameras would not even pick up a potentially dangerous person trying to break in. I should honestly *** them.

  

  Business Response

  Date: 08/22/2022

  We had a manager reach out to the customer. We agreed to forgive the equipment balance, cancel his account without affecting his credit score, and process a full refund once the customer ships his equipment back to us. We were able to address the customer's concerns.