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:03/03/2025

  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.

  The cameras dont record correctly. When trying to look at recordings shows outline of camera with a line through it nothing recorded.Unable to access live view from phone app or base stations in house.These problems have been coming and going entire time we have had system. *** came out and the cameras are on their on WiFi now and still not working. I have called tech support at least 10 times with no luck.Wife had her car broke into last night no video and two cameras should have.

  

  Business Response

  Date: 03/05/2025

  Were sorry to hear about these ongoing issues and understand how frustrating this must be. Our team is reviewing your concerns, and we will get back to you as soon as possible to discuss a resolution. We appreciate your patience and will be in touch soon.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23013675
  
  I am rejecting this response because: I have already talked with techs and customer service 10 times since installation. Suppose to record all motion shows camera image with line through and no recording App won't show live feed. Wife's car broken into 3-3-24 no video have 2 different cameras with 2 different angles neither recorded anything all blank cameras. We have the cameras on their on Wifi now, everything appeared to work when first installed. Nothing but trouble after first week requested a replacement for Hub was told 80 dollars that's why decided to contact BBB.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/10/2025

  Understood. Your account will be discussed in a manager meeting tomorrow and we will be in touch soon with what we were able to find. We appreciate your patience.

  Customer Answer

  Date: 03/13/2025

   
  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:03/03/2025

  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.

  Cove Security is a major scam. They collect payment no problem, but are unable to fix simple issues. I have contacted multiple times regarding my security camera not recording or even being able to access it at times. Now, amazingly, they sold their cameras to another company, "Kami", which also doesn't work. For the actual security system, I am signed up to receive alerts every single time my alarm is armed, disarmed, or one of the windows and doors with sensors is opened. If I ever actually receive these notifications, it is hours later. This business should be eliminated.

  

  Business Response

  Date: 03/03/2025

  We’re sorry to hear about your experience and understand your frustration. Our team is currently reviewing your concerns, and we will get back to you as soon as possible to address the issue. We appreciate your patience and will be in touch soon.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  They haven’t done anything. I called and was put on hold for a total of 30 minutes. They told me they would transfer me to a manager and they never did. They put me on hold and each time they returned to the call and said “I already transferred you to a manager.”  They clearly have trained their staff to blatantly lie and they are incapable of solving issues.  They charged me today - after I canceled my account. Absolutely the worst company I have ever dealt with. They do not solve issues. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/05/2025

  The account has been canceled and we have also refunded the last payment that was made. 

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The system was unreliable and it was not fixed after several phone calls.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/11/2025

  Understood. Again, the account has been canceled and we have refunded the last payment that was made.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Again, I am asking you to provide a refund based on amount of times that my camera and system did not work.  As evidenced by all of the proof I've already given and the amount of times I had to contact Cove over the last few years.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/14/2025

  We have refunded two additional payments as a courtesy.

  Customer Answer

  Date: 03/18/2025

  
  
  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:02/13/2025

  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.

  Cove advertised a $100.00 gift card after sign up.False advertising.

  

  Business Response

  Date: 02/18/2025

  We appreciate you reaching out. We are currently reviewing your concern and will get back to you as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22936880
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 02/18/2025

  What is the time frame.

  

  Business Response

  Date: 02/20/2025

  Just a few business days. The complaint is being reviewed by a team who will then assign your account to the proper department.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22936880
  
  I am rejecting this response because: its been months and multiple contacts to no avail
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/24/2025

  Our team of managers will be reviewing the complaint tomorrow, and well follow up with you afterward to work toward a resolution.

  Customer Answer

  Date: 02/25/2025

   
  I've been told that multiple times 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/28/2025

  The gift is in the process of being sent out. Please allow about a week for it to arrive.

  Customer Answer

  Date: 03/03/2025

   
  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. But what are the doing to make this right for all the stress and time?
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/12/2025

  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.

  I called **** to find out why I did not receive the $50 gift card as promised; I am paying for a service I have never used. The representative told me that a gift card would come in a few more days. I told her I had the service for 60 days, and she verified. I told her I had no time to set up the equipment due to other life priorities. I was considering canceling because I have not received the gift cards as promised. She told me on January 28, 2025, that the gift card was coming, and she would switch my plan to self-monitoring to keep me active and ensure I receive the gift card. I checked my email on February 3, 2025; there was no gift card. I contacted **** via chat to ask about the gift card. I was informed that the gift card was forfeited. My concern is taken seriously; they cannot give out the name of the representative who made the change, but the manager will contact me within 72 hours. Seventy-two hours passedno phone call. I contacted **** via chat again a few days ago, and the **** representative said that within ************************************* No manager has contacted me. I contacted **** via chat again and spoke with Leika, and she stated she could not release the names of the people who talked to me. I asked to speak to a manager. She told me I could not talk to a manager. This companys practice is deception. The company reels you with the gift card and never intended to give you a gift card; when you call about it, they persuade you to switch your plan to get a better deal when the company is a *****.

  

  Business Response

  Date: 02/18/2025

  We appreciate you reaching out and bringing this to our attention. We are currently reviewing your concerns and will get back to you as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22935081
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 02/19/2025

  I havent been waiting for a follow up from this company since January 28 or 29. I have not heard anything. This company kicks the can. They are deceptive in the practices. They bait and switch. They bait you with the gift card and switch the terms so you dont qualify or find a reason to disqualify you. 

  

  Business Response

  Date: 02/20/2025

  We apologize for the delay in getting back to you. An agent will be in touch with you soon to address your concerns. We appreciate your patience and will do our best to resolve this matter as quickly as possible.

• Initial Complaint

  Date:02/12/2025

  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.

  We have been COVE customers for over 3 years. We have spent alot of money on the system and continued monthly payments to ensure that we receive security coverage for our residential home. We have now encountered, for the second time, our cameras not working and the system not working. When we called COVE, it was explained that the equipment is older and we will need to buy new equipment in order to have a full functioning security system. COVE never sent out any communication regarding equipment upgrades. It is left on the customer to hopefully notice that the security system they rely on is no longer working. When we have brought up this communication gap to COVE they just say they just recently knew about the equipment not working; which, again is another risk and concern for the customer. In order to get the equipment to work again, we have to purchase new equipment. This entire process has felt like a scam and a risk not only for the company but for our family who relies on this for protection. The lack of communication regarding equipment that we rely on for security purposes is awful and without diligence from the consumer, you would never be notified. You will continue to pay for a security system that doesn't work and pay for additional equipment upgrades every year. We will be cancelling our subscription and finding a company that puts our security and safety as a priority and mitigates risk not only for the business, but the consumer.

  

  Business Response

  Date: 02/14/2025

  Thank you for sharing your concerns, and we truly apologize for the frustration you've experienced. We understand how important security is, and we regret that we didn't meet your expectations in terms of communication and system reliability. We will review your case and get back to you as soon as possible to address the issues you've raised. We appreciate your patience and the opportunity to resolve this matter.

  Customer Answer

  Date: 02/18/2025

  
  
  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:02/11/2025

  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 customer for a good while now. Purchased the the only system available from Cove at the time. Cove simple. We bought a touch panel, 16 sensors, 2 motion detectors, 2 remotes and one extra siren. Decided we would like to see if we were able to add an additional touch panel. Contacted Cove since I had $175 equipment credit on my account to see what was possible. I was told if I wanted more than one touchpad panel I would need to purchase the Cove Connect, a hub and another touch panel. My very first question was will my existing panel work with the new hub. I was told of YES. I questioned that reply a few times asking are you sure my current panel will work with the new hub system. Their reply was YES. So feeling they knew what they were talking about I went ahead and ordered the Hub and new panel. Received the equipment and contacted to get assistance with installation. The individual I worked with was extremely helpful. The first thing I asked him is what do we need to do so my existing panel will work with the new system. He informed me that that panel will not work with the new hub. I was not pleased but told him I would get with customer service to rectify. After setting up new system I called the support number to talk to a customer service rep. I was put on hold forever, so I thought I would give CHAT a shot. Going through 4 CHAT rep's and trying to explain myself I got frustrated and gave up. All of them seemed not to understand my issue. I finally asked one of them to have a manager call me. Was told COVE can call out to assist me to call the support #. I called and was put on hold again. The recording said to press 1 and a rep would call me back when I reach the top of the cue. REALLY? I am still waiting for that call. After many more emails offered for my trouble 30% off on new panel. Still no reply. The only thing I am asking for is they send me an additional touch panel free of charge to replace my old one I was told would work with the new system.

  

  Business Response

  Date: 02/14/2025

  Thank you for sharing your experience, and we sincerely apologize for the frustration this has caused. Our team will review your case and get back to you as soon as possible to resolve this matter. We appreciate your patience and understanding.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery 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.

  Feb 3rd thru Feb 5th

  

  Business Response

  Date: 02/07/2025

  This agreement was already canceled and the past due has been waived. Please contact us directly with any questions.

• Initial Complaint

  Date:02/04/2025

  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.

  I have been with Cove since 2020. In the last 2 months, one of my door sensors has gone bad. 2-3 times a day I will get a loud audio message from my panel saying "Front door surveillance loss." I have spoken with their customer service, who recommended that I change the battery and repair the sensor. I have done both, and I still have this same problem.
  
  I called Cove customer service on Feb. 4, 2025
  The first call I was hung up on mid-call. I called back and sat on hold for 5 min to connect with someone new. I got to speak with Mark (refused to give last name). I let Mark know my problem clearly and calmly with all of the above details in the first 2 minutes of our call. Our call was 40 minutes long as he put me on hold several times and then would ask me questions like when I got the sensor (2020), what is wrong with the sensor (already stated), and what I have done to fix the sensor (already said).
  
  I was just looking to find out how to get the sensor replaced.
  I also had other things I was looking to find out but was unable to touch those subjects over 40 minutes on the phone.
  
  I asked again at the end of our call to speak with another CS rep and was told that they would call me back in the hour. I was told this at 10:12 am today. I am writing this following my interaction with Cove CS.
  
  -I am looking to have a bad sensor replaced
  -I need my log-in information, as that doesn't seem to work now.
  -Find out if my 2020 display can be paired with my already owned Eufy cameras.
  -If I need to upgrade my 5 year or panel
  -Looking to get 2 flood sensors

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've experienced, and we appreciate your patience. Our team is reviewing your case, and we will get back to you as soon as possible with a resolution regarding your sensor replacement, login assistance, and product inquiries.
  Please know that we are committed to ensuring your system works properly and will do our best to address your concerns promptly. If you have any additional details to share in the meantime, feel free to reply to this message.

  Customer Answer

  Date: 02/10/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********  I was contacted after 6 days by customer service to replace the sensor. 

  
  Sincerely,
  
  *****

• Initial Complaint

  Date:01/20/2025

  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 their home security system for the last several years. Until the last year or so, we have been very satisfied. However, the app which is associated with our system has only worked partially for quite awhile. We have contacted the company on many occasions both on chat and telephone as the app does not allow us to control some parts of the system. We cannot change any settings such as on/off and sensitivity features. We mostly are told that their tech department is aware of the problem but don't know when the problem might be resolved. The problem has existed for many months. On one occasion, it was suggested that we buy the newer version of their system which has a different app that is apparently functional. We have repeatedly asked for an alternative solution but have been offered nothing except an apology for the inconvenience. This is more than an inconvenience as we continue to pay full price for a monthly monitoring service that is only partially working. We feel that given the length of time that has elapsed, the company should offer a better solution.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this to our attention. We understand your frustration. We will review your concerns and follow up with you soon to address the problem and explore possible solutions. Thank you for your patience as we work to resolve this matter.

  Customer Answer

  Date: 01/26/2025

   
  
  Complaint: 22836489
  
  
  
  I am rejecting this response because: I continue to wait for the company to contact me as they promised to do.I still cannot access settings associated with their security system.
  
  
  
  Sincerely,
  
  
  
  Robert Gresen

  

  Business Response

  Date: 01/30/2025

  We spoke with Robert on the 29th and followed up with a call on the 30th, which went unanswered. Please have Robert return our call at his earliest convenience so we can ensure his needs are being met.

• Initial Complaint

  Date:01/18/2025

  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 initially called to cancel my account in July 2024, but the situation appears to have been mishandled.During my call in July, the agent informed me that if I accepted a two-month credit and the new homeowner did not transfer the service into their name, my account would automatically be cancelled. Based on this understanding, I accepted the credit. However, upon speaking with an agent on January 14th, I was informed of a completely different policy, and the notes on my account contradict what I was told back in July.Furthermore, I never received any written confirmation or email detailing the terms of the agreement, nor was I advised that I had a specific timeline to call and cancel the account. This lack of clarity has resulted in unexpected charges, which I feel are unjust given that my initial intent was to cancel the service in July.I kindly request that these charges from September to December be reviewed and credited, as they stem from a misunderstanding due to inconsistent and unclear communication. I trust that you will look into this matter fairly and work toward a resolution.

  

  Business Response

  Date: 01/20/2025

  Thank you for bringing this to our attention. We understand your frustration and the importance of resolving this issue. A manager will review your account details and the communication notes and will get back to you soon to address your concerns.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22828196
  
  I am rejecting this response because:

  It is so far an acknowledgement of the issue, but no resolution was provided. I await the response from the management that will take a look at this issue and provide next steps to make this right.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/23/2025

  As discussed on the phone, your account has been canceled, and the final payment has been refunded. Thank you for choosing Cove, and we wish you all the best!