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:07/08/2025

  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 signed up for Cove Security System on the advice of a neighbor. I am 65 years old and my husband is 78 with health issues, so I also requested to have a technician come and set it up. When the tech was setting it up, he noticed that the doorbell camera did not work. I received a return label and sent it back. I received an email saying that there was no way a knowing when I would get the doorbell camera, so we stop installation. I contacted the company to tell them that the installation was not completed, and they informed me that I was already being billed since they say it was active. When I told them it was not they began to argue with me. I finally said that I wanted to cancel the system since I had it well under 60 days and was informed that I would have to call back tomorrow between 8 and 5 MST. In the meantime, I went on and read all of the problems that people were having with this company. I want to be refunded not only for the product but also the extra money I had to pay to have it installed.

  

  Business Response

  Date: 07/11/2025

  Thank you for reaching out and providing the details of your experience. We’re currently reviewing your concerns and will get back to you shortly with a response. We appreciate your patience as we look into this matter.

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23573796
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 07/14/2025

  I am unable to attached all receipts for this claim. If there is a snail mail address I will gladly send hard copies of them.  I have an older computer and it will not allow me to attach the files.

  

  Business Response

  Date: 07/16/2025

  Your account has been successfully canceled, and your regular payments have been refunded. However, since this is a self-install system, we are unable to issue a refund for any amounts paid to third-party installers, as their services are separate from ours. We appreciate your understanding and are here if you have any further questions or concerns.

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: 23573796
  
  
  
  I am rejecting this response because: As of 1638 on 16 July 2025 I have not received a refund of any kind. Also...the third party that was used for the installation was a company that was recommended to use by Cove. We had to have two technicians out. The first had never done a Cove system and spoke very little English. The second was extremely good. He is the one that found that the doorbell camera sent by Cove was defective. Because of the problems we experienced I feel we deserve at least part of the installation back. We are senior citizens and my husband is a disabled Viet Nam Veteran. There is no way either one of us could climb a ladder safely to install the system.

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service 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.

  Tuesday, June 10, 2025, a series of attempts were made to cancel an existing alarm monitoring service, which proved unsuccessful due to persistent retention efforts by Cove.
  Initial Online Attempt
  The first attempt to cancel was made online via a chat agent. The chat agent directed me to call customer support, stating that cancellation could not be processed through the online chat platform.
  Following the online directive, I placed a call to the customer support line. The initial agent repeatedly attempted to persuade me to retain the service. Despite two clear refusals to stay, the agent stated they would transfer the call to a Support Manager to process the cancellation.
  Upon transfer, the Support Manager also engaged in repeated attempts to dissuade me from canceling the service. I explicitly informed the Manager to cease all persuasive efforts and to simply process the cancellation without further questions about retention. After a brief pause, the Manager resumed the same retention speech.
  Due to the manager's continued refusal to process the cancellation and persistent efforts to retain the service, I terminated the call. Immediately after, the Manager called back and left a voicemail. The voicemail message stated: "I'm trying to go and help you see your situation its just that they're really a lot of things that you could take advantage of, but if you really don't want to go with this right now, call us back and we will assist you with your cancellation." - Yes, there was a language barrier
  I have decided not to engage in another phone call with the service provider given the repeated and unproductive nature of prior interactions. Instead, I intend to contact my bank to place a stop payment on all future automatic charges to the service provider.
  The Cove's persistent attempts to retain me despite explicit cancellation requests and the refusal to process the cancellation directly are deemed disrespectful and reflect questionable operational practices.

  

  Business Response

  Date: 06/12/2025

  Thank you for sharing your experience. We understand your concerns and apologize for the frustration this has caused. Our team is currently reviewing the situation and will get back to you as soon as possible with an update.

• Initial Complaint

  Date:06/07/2025

  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.

  Called to cancel and am told I will be billed again on June 16 and that somehow a 30 day notice to cancel is required.
  
  I am moving and not taking my system and told them this.
  
  This cancellation provision is completely unenforceable and an unjust enrichment. They are profiting off services I will not be receiving.
  
  I will not receive those monitoring services as I do not live there. I want my account cancelled immediately and no further billing.

  

  Business Response

  Date: 06/11/2025

  Thank you for reaching out. We’ve received your message and will get back to you shortly to assist with your cancellation request.

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: 23439275
  
  
  
  I am rejecting this response because: this does not answer my inquiry. They are saying they will assist yet all they simply have to do is agree to not bill me further for services I will never receive, which is an unjust enrichment and penalty that they cannot do.
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 06/17/2025

  The account has been canceled and the June payment has been refunded. We appreciate the time you were with us and we wish you the best.

• Initial Complaint

  Date:06/04/2025

  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.

  It is impossible to cancel your account with this company. You have to create an account and enter your debit/banking information on their website, but you cannot cancel your account without calling into their CS department. When you call into cancel, they will talk you in circles trying to get you to keep your account. I lost my job in May and called in to cancel my account. She tried to talk me into keeping my account by charging less, I said no, please cancel. She assured me that I would not be charged again on June 5, 2025. I was charged in June. I called yesterday to complain that my account wasn't canceled and request a refund. I was told that they will send it through for cancelation, but I never received email confirmation. Basically, there is no trust that they will actually cancel my account because I am never transferred to the person who can actually cancel. It's a small amount of money, but it's a recurring charge that I cannot cancel since I can't delete my banking information from their website.

  

  Business Response

  Date: 06/06/2025

  Thank you for reaching out and sharing your experience. We’re sorry for the frustration this has caused. We’ve noted your concerns and will forward this to the appropriate team for review. Someone will get back to you shortly to help resolve the matter.

  Customer Answer

  Date: 06/09/2025

  
  
  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. I spoke to someone at the business since I filed this complaint and they canceled my account, sent me email confirmation and refunded the month dues.  This was all I had requested previously, the previous two people  just didn't do what they said they were going to do.

  Thank you for your assistance.

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

• Initial Complaint

  Date:06/03/2025

  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 noticed around April 2025 that my camera was no longer working after charging the batteries before I went out of town. I spoke with an agent that mentioned me having to download a 3rd party app for the camera's or coming out of pocket to upgrade my system and get new cameras which would easily have been over $300. This is just a few months after they started a surcharge for having a credit card on file instead of bank account information which I wasn't happy about either. They can notify you about billing matters but not about systems becoming obsolete? The lady mentioned I had in store credit to buy the new equipment but I had been saving those for fire alarms to integrate into the package.
  
  I spoke with another agent beginning of June who also stated I would need to completely upgrade all the monitors/cameras or have them set up through a 3rd party app which I definitely don't want to have or trust. I asked to transfer to the person to cancel my service and they stated that the department was not open yet even though it was 9:30am on a Tuesday. You cannot cancel online either.
  
  I feel if you signed up and paid for the initial equipment and have been a paying customer for several years; if the company decides to upgrade their tech and switch apps making your system obsolete you should be given new equipment or at least notified of the change. If I had not been going out of town I would likely have not even known the cameras were offline as I only check them when out of town. I also think that it should be just as easy to cancel as it is to sign up so not having the online option to cancel and the phone department not being open regular hours isn't acceptable.

  

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience must be and appreciate your long-term support as a customer. Our team is currently reviewing the details, and we’ll get back to you as soon as possible with an update.

• Initial Complaint

  Date:06/01/2025

  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 went with cove security company for my security system, and had issues with it from what seems like the first day I bought call customer service a couple of times and just decided to cancel the service. I called on 5/20/25 to cancel the service the guy on the phone said he would cancel the service I didn’t think anything else of it, until I got charged a monthly fee on 6/1/25 I called again to complain and they just kept trying to get me to stay with the company instead of canceling my subscription and giving me my money back despite repeated attempts at telling the customer service person I had already fully installed a new system. I would not recommend this company to anyone and did not have a good experience with these people at all!

  

  Business Response

  Date: 06/03/2025

  Thank you for reaching out and sharing your experience. We understand how frustrating this situation has been and appreciate you bringing it to our attention. Our team is currently reviewing the details of your account, and we’ll get back to you as soon as possible with an update. Thank you for your patience.

• 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.