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: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.

• Initial Complaint

  Date:03/23/2025

  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.

  We canceled our Cove subscription over a year ago. In the last month, Cove has tried to charge us for the time since we canceled to the present. No attempts to charge for over a year then now trying to take over $200 for a service we canceled.

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us regarding this billing issue. We sincerely apologize for any confusion or inconvenience this has caused.
  Our team is currently reviewing your account and will get back to you as soon as possible with a detailed response. We appreciate your patience and will work to resolve this matter promptly.

• Initial Complaint

  Date:03/19/2025

  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 bought the Cove system on February 26th 2025 and received it three days later. On March 1st I started trying to install the system but the hub and touch panel never connected/synced. So in March 2nd at 4am I reached out to *********. I worked with **** *** for almost three hours doing the same things over and over again. She told me she could see the Hub but not the Touchpanel. I asked her to send me a replacement touch panel as this one clearly doesn't work. She left me in the chat for 30 minutes before I had to call Cove and was promised a new touch pad within 3-5 business days will 5 phone calls and three weeks later I still don't have that touch panel. Every person I spoke with lied to me about the order. I was out of the country and had to fly back because my house didn't have a working Cove system. The today to make thing worse they tried to charge me 3 times for a services that are not setup and running. When I asked for a refund for the system the agent was like "No no let me make this right for you. I can get the panel expedited for you." Really! I have been told they don't have overnight shipping. One in this company communicates with each other and you can save the supply chain BS because I know you're holding on to those touch panels for new customers only and s**** over the one who's money you have already taken.

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience this has caused you. Our team is currently reviewing your case, and we will get back to you as soon as possible with an update.
  We appreciate your patience and will do our best to resolve this matter promptly.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23089287
  
  I am rejecting this response because: we are now going into the fourth week since I ordered the Cove system. I still don't have a working security system nor have I received a replacement touch panel. ALL THEY DO IS LIE TO ***** CUSTOMERS. **** told me last week they would send me a new touch panel this past weekend and call me. This never happened.  They refuse to give me a refund and keep trying to charge my CC $32 for services that are not connected nor working. I can get money back from a dead man quicker then Cove will send me my touch panel. I have lost my patience at this point.

  
  
  Sincerely,
  
  Quintanella *******

  

  Business Response

  Date: 03/26/2025

  We tried calling yesterday but we were routed to voicemail. Please return our call when you get a chance.

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  Sincerely,
  
  Quintanella *******

• Initial Complaint

  Date:03/14/2025

  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.

  My system had issues, they told me they would send a new sim card, they never did, the system sent a "smash and grab" code when nothing was happening, law enforcement showed up and we had to show it was all ok. I called Cove, they advised they were sending a new unit to replace this one asap, they never shipped it, we received a delay notice, they tried to bill me when it was shut off not working, had to argue that point. Today I did a chat with Rubyelyn and was advised if I ordered a new system today, it would be here in 5 to 10 days from date of order, I have been lied to and my home is not safe and I am tired of being "handled" by employees who read script and don't care. New systems ship now, **** wants to delay me to get a refurbished system when it is available. Jey in the cancel department tried to "handle me" and was refusing to let me talk to a supervisor, acting like there is no one there in charge and that the back office would look at the issue. I am being discriminated against, they know I am a veteran, it is in my file, and I did get a discount on the original equipment and I am a current customer so they are not treating me correctly.

  

  Business Response

  Date: 03/18/2025

  Thank you for sharing your concerns. We apologize for the issues you've experienced and understand your frustration. We take these matters seriously and will investigate your case further. Our team will get back to you as soon as possible to resolve the situation. We appreciate your patience.

  Customer Answer

  Date: 03/19/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/13/2025

  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.

  We moved over a year ago, and no longer had a need for Cove Smart services. I have contacted their support team several times, both by phone and live chat in order to cancel my account. Every time, they claim that the department that handles cancellations is unavailable.
  
  I finally had to report this to my bank and put a stop-payment on all future charges. The service was decent, but their customer service is negligent bordering on criminal. There is no contract, so I should be permitted to cancel my account whenever I want. This very much appears to be a scam wherein they keep charging customers who are not using their service any longer.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and sharing your experience. We apologize for the frustration you've encountered. We take your concerns seriously and will investigate this matter. Our team will get back to you as soon as possible to address your account cancellation and any issues you've faced. Thank you for your patience.

• Initial Complaint

  Date:03/12/2025

  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 placed an order for a second panel because the first one is not even remotely loud enough to hear through the home. I had to pay extra to get this device, but its been delayed for two weeks. I have called and emailed, but no one is helpful. They keep saying were looking , but never give an actual answer other than it being delayed. I want to cancel this order and receive a refund. I actually want to cancel all of the service and be refunded. I want to go back to SimpliSafe so I can get free cameras too! I hate this company!! Terrible service!

  

  Business Response

  Date: 03/13/2025

  We appreciate you reaching out and understand your frustration. We are currently looking into this matter and will get back to you as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23053900
  
  I am rejecting this response because:
  
  No resolution given, being investigated. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/19/2025

  The panel was shipped last week. An agent will be in touch with you to provide tracking and answer any questions you have.

• Initial Complaint

  Date:03/09/2025

  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.

  Like many other customers who have complained here, and on the ****** Play website, I haven't been able to view any my cameras (indoor, outdoor and doorbell) via the Cove app for weeks. Mind you, this same issue occurred back in mid- to late 2023. Of note, per the ****** Play store, the Cove app has not been updated since 08 December 2021.I called Cove and was told they investigated the current issue back in January, and discovered the firmware for the Kami cameras is not compatible with Cove's app. I asked why customers were not advised of this immediately. Of course the response was unsatisfactory. Then the ** *** sent me an email with several options, but none were to my satisfaction. I was told they could ***lace my doorbell camera for free, but I would have to pay for installation, which is ridiculous. Cove should cover the installation, as well, since the fault lies with the company. I was told they couldn't ***lace my indoor and outdoor cameras. Also, I'd have to use anywhere from 2 to 3 different apps to view my three cameras, which is ridiculous. I'm paying Cove a monthly fee for what? Cove should ***lace all the cameras and cover the installation costs, as well. If Cove can't keep up with the technology, they shouldn't be in business. I pay $29.99/month for a useless security system.

  

  Business Response

  Date: 03/11/2025

  We appreciate you reaching out and sharing your concerns. Our team is currently reviewing your account and the issues you've experienced. We understand how frustrating this must be, and well get back to you as soon as possible with an update. Thank you for your patience.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23042131
  
  I am rejecting this response because: I have no idea how long it will take for the company to allegedly review my case. It shouldn't take long at all since I just called a few days ago. Also, they are already well aware of this current situation, as it has affected many customers. 
  
  Sincerely,
  
  ********* ****** ******

  

  Business Response

  Date: 03/18/2025

  Your account was reviewed today and a manager will contact you shortly.

  Customer Answer

  Date: 03/19/2025

   
  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.
  
  Sincerely,
  
  ********* ****** ******

• Initial Complaint

  Date:03/05/2025

  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.

  I Canceled my account in december. The guy had an attitude and I could barely understand what he was saying. After a bunch of back and forth, he said hed cancel the account. As it turns out he did not. After being charged two more times I finally caught it. I called to cancel for the second time and get a refund. The Lady (Phobe) would nto help becuase the guy put nothing in the syste. Literlly as I'm making my complaint, she continues to upsell. And then proceeds to charge me again. In tota close to 75 bucks taken from me of no fault of my own. There was no understanding on their paet whatsoever. Evidenced by her upselling while im flat out telling her to cancel and refund me.

  

  Business Response

  Date: 03/06/2025

  We appreciate you reaching out and bringing this to our attention. We will review your account and get back to you as soon as possible regarding your cancellation and refund request. Thank you for your patience.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23025888
  
  I am rejecting this response because: If I accept it, it closes the case. This is but another time waster. Instead of resolving, You've again missed the moment. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/10/2025

  The account is being reviewed before a solution can be provided. A team of managers will be discussing the matter tomorrow morning, and one of them will reach out to you soon with additional information.
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23025888
  
  I am rejecting this response because: It does not resolve the matter.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/14/2025

  We have no record of any cancellation request prior to March 5, 2025. The only communication we have on file before that date concerns a past due balance that required resolution. Please provide any documentation that shows you requested cancellation prior to March 5, 2025.

• Initial Complaint

  Date:03/05/2025

  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.

  Cove has Been supposed To send us a new hub and head unit because the original one we ordered from when the company first started never worked right and I could never get it replaced under warranty. The only way I was able to get this replaced was by driving to Best Buy and threatening to switching over to Ring Security System by Amazon. That was a month ago and I have received two emails about delays and shipments. I have called in seven times and every time I ask to speak to a supervisor they put me on hold for over an hour and then in the call. I was finally able to get a hold of a manager on my sixth call after threatening to unalive myself multiple times.

  

  Business Response

  Date: 03/06/2025

  We appreciate you reaching out and sincerely apologize for the ongoing issues and delays you've experienced. We understand your frustration and will review your case as soon as possible. Our team will get back to you shortly with an update. Thank you for your patience.

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was told by one of your “highest level managers/supervisors” I would be getting a call yesterday(3/5/25) as to an update from the warehouse about my order, I have yet to receive a call and it is the end of the day on 3/6/25 
  
  Sincerely,
  
  
  
  Brandon Yoke

  

  Business Response

  Date: 03/10/2025

  The account is currently under review, and a solution will be provided once it's complete. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with more information.

• Initial Complaint

  Date:03/04/2025

  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 a customer of this company for a few years lately they have been shutting off my equipment without warning then they don’t want to send me replacement equipment I had to buy new equipment the last time they shut off my indoor cameras they told me I couldn’t get a new one without upgrading all me equipment I went on there website was able to buy just a camera ($59.99) they then told me they would reimburse me the shipping cost ($12.99) it’s been almost 3 weeks still have not received the camera or the refund every time I call they keep telling me that it was sent but it hasn’t been sent and my contract was scheduled to end on 3/1/25 now it says it will end on 3/31/25 because I told them that I was going to leave the company the way they are treating me isn’t right I want my refund for the shipping cost and I want my contract end date back to 3/1/25 so I can switch companies

  

  Business Response

  Date: 03/10/2025

  The account is under review before a solution can be offered. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with further details.