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:05/26/2025

  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 a Cove system several weeks ago. I received parts of my order, but was notified after ordering that 3 items would ship later. These items showed in stock at the time of ordering. I was informed a week later that my items were on "back order". These same items currently show available online and I continue to receive marketing emails for these in stock items. I have received no updates on shipping the items I've paid for. I have contacted them numerous times over the past week and get the runaround every time. I'm told they are checking with the warehouse, escalating my issue, etc. but nothing is being done. I was promised an update today and even told to wait a few hours until a specific person was in office, only to be told later that I waited too long and now no one is in office that can help me. I've lost all confidence in receiving my items and want a shipping label to return the items that were actually received, and a full refund on the order.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out and sharing your experience. We understand your frustration and are currently reviewing the situation. Someone from our team will get back to you soon with an update. We appreciate your patience in the meantime.

• Initial Complaint

  Date:05/14/2025

  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.

  Im writing to share feedback about a disappointing experience with Cove Home Security. After initially feeling positive about the serviceand even referring othersit unfortunately took a turn for the ******** one point, I was locked out of the app due to an OAuth authorization issue I had no record of setting. Despite spending many hours troubleshooting with support, the issue was never resolved. As a temporary workaround, I had to rely on a backend support app (which interacts with ****** Home devices) to access some basic functionsclearly not how the product is intended to ******* addition, I needed monitoring documentation for my insurance provider, but **** was unable to supply what *************** required. As a result, my insurer did not recognize Cove as a valid home monitoring service. That alone is a serious limitation, especially for a service marketed as professional-grade security.After deciding to cancel due to these ongoing issues, I was charged a $30 cancellation processing feethis despite the fact that it took Cove nearly a month to respond to my initial request to terminate service. The extra charge felt like salt in the wound.Its unfortunate, because I had high hopes for Cove and really appreciated the service at the start. I hope this feedback helps improve the experience for future usersbut for me, this was a frustrating and disappointing ride.

  

  Business Response

  Date: 05/16/2025

  Thank you for sharing your experience with us. Were sorry to hear about the issues youve encountered and understand your frustration. Our team is currently reviewing the details, and well get back to you as soon as possible.

• Initial Complaint

  Date:05/07/2025

  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've been a customer of theirs for about 2 years. I bought their cameras and noticed they are no longer working with my system. I called them to ask what was going on and they said the cameras that i bought from them no longer work with their system and that i would need to re buy new ones from them at my expense they didn't even offer a discount. That is so messed up of them to sell me something and make me rebuy it! it is un exceptable for them to rip customer off like this. they didn't even notify of the issue i had to find out what was wrong on my own. I will be looking into finding a new company for my security system.

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing this to our attention. We’re currently reviewing the situation and will get back to you as soon as possible.

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they said they would get back with me. and its been 6 days and ive had no response from them. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 05/16/2025

  We spoke ***** earlier today. Thank you for your assistance with this matter.

  Customer Answer

  Date: 05/21/2025

   
  
  Better Business Bureau:
  
  
  Cove has contacted me. and has agreed to send me a upgraded system to replace the system that they no longer support. 
  I do not feel they would have agreed to replace the system if i did not contact the B.B.B.
  But 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:04/27/2025

  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 have been actively trying to cancel my service for days/weeks. I continually Get the run around. Now they are trying to charge for another month of service because they wont cancel. They always call while Im at work to address the situation. I have said I cant answer while at work. Friday my husband was out of work early, he called and they still would not cancel our account. We really just need help closing the account. The system unnecessarily goes off all the time. They now need a third party app to use the cameras that are part of their system. We have had nothing but issues and have taken the system down entirely. We just want the bills to stop. This is the worst company I have ever dealt with. Please help.

  

  Business Response

  Date: 04/29/2025

  Thank you for reaching out. We understand your concerns and appreciate your patience. Were currently reviewing your account details and will get back to you as soon as possible to help resolve this matter.

• Initial Complaint

  Date:04/22/2025

  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 Carbon Monoxide detectors began malfunctioning January 2025, I called the company and was told after several attempts to correct the issue stating the CO2 detectors were inactive. These detectors were due to be replaced June 2025. I was told they would be replaced and a rush shipment for 3-5 days, a lie. I called on the 5th day, and was told, no one can put a rush on shipment, it would be 7-10 days and that was a lie as well!!! I never received the replacements, it was almost a month. When I called constantly, I was always given the run around and lies. So the outcome was almost a month without the equipment and putting my family at risk in the winter without the detectors functioning. The company wanted to still charge me for the months I was without service! I told them how dare they do that. On today I had to call tech support because, my flood sensor was malfunctioning and not active as was in the past (more than 5 years). I looked at my panel and it stated the CO2 detector was inactive, I have no clue how this happened, but this company has poor equipment. When I call I get, " I'm sorry" I am tired of hearing that, they need to fix the problem!!!! Please help me in this situation.Oh by the way the CO2 sensors were manufactured January 2025! Something does not make sense!

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out and bringing this to our attention. We're sorry to hear about your experience. We'll review the situation and get back to you as soon as possible with an update.

• Initial Complaint

  Date:04/21/2025

  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 cancelled my service over a year ago. A few months ago I started getting charged monthly by the company, I kept disputing the charges from my bank but I reached out to them, they asked me for my past account information, they said they could not find one and that I never had one, so I gave them their certificate they provided for service when it was initially activated that had more information. The agent then reached out and told me she found my account information under a new user. That did not explain why my payment information was on file or why they used it for this new client. They said to give them 48 hours to check back but then closed my ticket and stopped replying, I tried reaching out via a different email and they wouldn't even reply to that one

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to our attention. Were sorry for the frustration this has caused and will look into the matter right away. Our team will review the account details and follow up with you as soon as possible.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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.

  Awful product, even worse customer service. I had Cove for 5 years and ***eatedly had technical issues with it. I decided to get rid of the system all together. When I was ready to try a different service, I called cove to see if they had a returning customer deal. They did and I opted to give them another try. What a mistake.When it arrived, I spent TWO HOURS on the phone with their offshored customer service *** who told me her name was *********. She kept talking over me and ******* with instructions. She had me ***eating the same steps to get my touchpad connected with my base. Eventually she told me to call again in four hours and someone else can help me instead. Sounds like she just wanted to get me off the phone. I called back and this time talked to someone else with a fake name (*****) who again couldnt resolve my issue or articulate anything off his script. He told me to WAIT 24 HOURS for the system battery to drain and call back. What kind of resolution is this? This is ridiculous. Really poor customer care and a product full of bugs.

  

  Business Response

  Date: 04/15/2025

  Thank you for sharing your experience, and were truly sorry to hear about the difficulties youve faced. We understand how frustrating this must have been, and we appreciate you giving us another chance. Our team is currently reviewing your case, and well be reaching out to you as soon as possible to help resolve the situation.

• Initial Complaint

  Date:03/31/2025

  Type:Order 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.

  When we signed up for the security system we agreed that we had the full system including cameras and emergency services had the best package available. One day our cameras were no longer working connected support the informed us they are upgrading and they would send new cameras they did that got connected and could not add to cove app called again they informed me I would not have that feature until the company is fully integrated with the cameras company to use there app for mean time we did and we had to pay the cameras company for cloud service that we were getting and should still get through cove. Today I find out its done but to get the cameras support we agreed to at the start over 3 years ago I have to buy a new system and they did not adjust the price we pay for the same features yet they removed one from us without any notification or any explanation I feel this is very deceitful especially from a security company. The representative just kept saying sorry if you want cameras support I must pay for upgrades and were forced to upgrade yet not adjusting the price for features we as customers expected and pay for

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this to our attention. We understand your concerns and will review your situation. Someone from our team will get back to you as soon as possible.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because there has been no solution, just delaying the process.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/08/2025

  Your complaint was reviewed during our manager meeting this morning, and a dedicated manager has been assigned to personally handle your case. She will be reaching out to you shortly to discuss the issue in more detail and work toward a resolution. We appreciate your patience.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: *****************************************************************************************************************************************************
  I am rejecting this response because the underlying issue has not been resolved. I do not believe that the case should be closed until the matter has been properly addressed. Simply informing me that the complaint has been forwarded to a member of management is not a solution. However, I do appreciate the update.

  
  

  Sincerely,

  
  

  ***** *******

  

  Business Response

  Date: 04/10/2025

  We called on the 8th to discuss your concerns but nobody answered. Please return our call at your convenience.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: *****************************************************************************************************************************************************
  

  Im rejecting this response because you asked me to call back, but when I got the voicemail, the guy was talking so fast that I barely understood what he said. I was also told he would call me back, so Ive been waiting. Additionally, Id appreciate it if you could provide me with the number I should call, who I should ask for, or an extension number. These details would be helpful. 

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

  

  Business Response

  Date: 04/15/2025

  Our agent called again today and was unable to reach you. You can reach us at ************.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23138886
  
  I am rejecting this response because this is a false statement I did not receive any call I do not have any missed calls as well I can send screenshots or I can request a call log from provider if needed 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/21/2025

  We have tried reaching you several times. Please return our call at your convenience.

  Customer Answer

  Date: 04/22/2025

  Hello Better Business Bureau,

  
  

  Despite the repeated false claims regarding multiple attempts to contact me, I have only received one call. As previously mentioned, I would be happy to provide my call log, which I can request from my phone provider to provide documentation regarding the lack of calls. However, I did contact the number you provided in your previous message.

  
  

  The representative I spoke with exceeded my expectations. She was genuinely concerned and wanted to assist me in any way possible. She offered several suggestions, but unfortunately, they were unable to provide the solution I needed due to my concerns. However, she was able to resolve the issue and provide me with a replacement. She was also very informative to ensure I understood the necessary steps to swap out the equipment without any complications.

  
  

  Currently, I am awaiting the delivery of the equipment, which I have been provided with a tracking number for. In regards to the following complaint ID ********, I find that this resolution is satisfactory to me.

  
  

  Sincerely,

  
  

  ***** *******

• Initial Complaint

  Date:03/26/2025

  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.

  Cove security system advertises that it is integrated with ***** to control their security system. In order to do this, you have to sign up to the pro plan for an extra $15/month. We've had the system for around 3 years and paid the extra $15/month specifically to have the alexa ******** I've tried many times to set up this integration with no luck, thinking it was user error on my end. I ******* decided to contact their customer support for help and was told that the system we have is not capable at the time and they are working on it and I would have to upgrade to a new system for this function. When I started asking questions about the new system they then told me that it was also not able to connect to ***** and they were working on that too. I asked for a refund for the $15/month we've paid over the last 3 years and was told no, because that also got us a lifetime warranty for our system. I am not concerned with the lifetime warranty, I wanted the ***** ************ that is why we opted for the additional fee. This is advertised as an available function on all of their systems, including the one we have. It's advertised on the ****** app store, their website, and all review sites. After reading the reviews in the ****** play store, I see that every other customer is experiencing the same issue. This seems like false advertising to me and they are trying to refuse to make it right by attaching a warranty to the extra fee to protect themselves, expecting their customers to just give up out of frustration.

  

  Business Response

  Date: 03/28/2025

  We were unable to locate an account using the information provided. Please provide the account number or the monitoring address.

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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 am writing to express my deep disappointment with the lack of service and communication I have experienced with Cove Security. After a recent break-in, I discovered that my security cameras were not functioning and the company knew that and did not provide a statement to customers, despite my reliance on your system for the safety and security of my property. To make matters worse, I had requested assistance and a follow-up from your team, but no one has reached out to address my concerns.I trusted Cove Security to provide reliable protection, yet I was never informed of any changes or issues with my cameras. This lack of transparency and support has not only caused significant frustration but also undermined my confidence in your services.Given the circumstances, I am requesting the following actions to be taken promptly:Replacement and proper installation of all non-functioning security cameras.Reimbursement for the last six months of service fees, as I have been paying for a service that failed to deliver the protection I was promised.This situation has been both a waste of money and a major inconvenience. I expect ************* to stand by its commitment to its customers and rectify this issue without further delay. Please respond within seven business days to confirm the steps that will be taken to resolve this matter.

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out and sharing your concerns. Your security and satisfaction are our top priorities, and we take this matter very seriously.
  Our team is currently reviewing your case, and we will get back to you within the next few days with a resolution plan. Please rest assured that we are committed to addressing your concerns and finding a suitable solution.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23111590
  
  I am rejecting this response because: There was no solution provided.  I look forward to receiving a solution to my security issues. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/31/2025

  Your account will be reviewed during a manager meeting tomorrow morning. Afterwards a manager will get in touch with you to discuss a resolution.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23111590
  
  I am rejecting this response because: I still have not received  a call from a manager.  I am asking that my cameras be replaced free of charge and that I am reimbursed for the months that I have been without cameras as we had a break in and could not provide footage of who broke our window. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/08/2025

  Weve reached out by phone, email, and text. Please respond through any of these channels so we can work together on a resolution.