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:10/24/2022

  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.