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:01/14/2025

  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.

  This company is an absolute scam. For one customer service is zero help and youll never be able to get thru.. When you do they lock you into paying monthly and never let you cancel. Ive called multiple times about canceling since I havent used my system in over a year and still Im unable to get anyone to cancel my subscription. But they sure are quick keep on charging you. Terrible company I recommend you go elsewhere.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out and sharing your concerns. We apologize for the frustrations you've experienced. A manager will review your situation and get back to you soon to assist further. We appreciate your patience as we work to address this.

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  Ive tried cancelling my service since August of 2024. I originally removed my payment method, and was simply left with several months of unpaid bills. I paid those bills and brought my account up to current spoke to someone on the telephone and informed them of my desire to cancel - I was assured I would be cancelled. However I was charged again in October and then again in December. Cove requires a telephone call to cancel their service, however when you take the option to cancel, youre immediately hung up on. If you take the customer service option no one ever answers. Making it impossible to speak to someone in order to cancel.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've encountered while trying to cancel your service. A manager will be in touch with you shortly to address your issue. We will do our best to assist you and resolve this matter as quickly as possible. We appreciate your patience.

  Customer Answer

  Date: 01/16/2025

   
  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:01/13/2025

  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's cameras have been down due to a "technical issue" for 10 days now, this is utter crap and basically denial of service... I am unsure what exactly they have doing work on their infrastructure but to not be able to roll back something that is clearly a screw up and to deny the service that I pay for (alerts and being able to view live camera feeds) is utterly atrocious. I work as a software engineer and if something I did caused this and I didn't have it fixed in less than 10 days I would expect to be fired and litigation inbound.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for the inconvenience caused by this issue. A manager will be in contact with you soon to address your concerns and provide an update. Thank you for your patience.

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not fix the issue at all.
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 01/16/2025

  As mentioned previously, we are calling to resolve this over the phone, not through a third party platform. Please speak with the manager who is attempting to reach you.

  Customer Answer

  Date: 01/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I screen calls and do not answer numbers that I do not recognize, no voicemails have been left, and all calls I've gotten in the last few weeks from unknown numbers are flagged by google as potential spam. Additionally what good is a manager call going to do given that it will not fix the issue of the cameras still not working. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 01/22/2025

  As we discussed over the phone, our development team is actively working to resolve this issue. In the meantime, we recommend downloading the Kami app and pairing your cameras to access live footage. To ensure you’re not charged while we address this matter, we’ve credited your account with two months of free service. Thank you for your understanding and patience as we work to resolve this.

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their "solution" is for me to download a different app and in turn I would have to pay that app for cloud storage of videos and I don't even know if it has motion detection alerts for the cameras, not to mention getting a ladder to get up to the ceilings and pair all the camera to the new app... How about fix the old ones since there was no reason other than if you are a dbag and are doing it for greed to take away the functionality.... Maybe they should just replace all of them with working ones and pay for them to be installed since I already paid for it the first time
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 01/31/2025

  We understand your frustration and appreciate your feedback. At this time, we’ve provided the best solution available, and we want to remind you that we’ve also issued a two-month credit as a courtesy. If there’s anything else we can do to assist you within these parameters, please let us know.

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you still charged me in january despite my cameras being broken for all but 2 days of the month.... your solution doesn't fix the lack of cloud storage w/out paying on the other app as well.
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 02/07/2025

  An additional month of free service has been given. Please contact us directly with any additional questions.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: What happens if the issue is still not resolved when the 2 months of credits run out, it does not seem like there is any urgency to resolve given that in the over a month that it has been most companies I know could rebuild the service and servers from scratch if needed.
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 02/14/2025

  We are working on this as quickly as possible. If the issue isn't resolved before the credits run out we will address it at that time.

• Initial Complaint

  Date:01/12/2025

  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.

  To whom it may concern I have made several calls regarding **** not fulfilling its contractual obligation for its original customers. My system is beginning to ware out (only after a few years) and every item I try to get from cove is not compatible with my current system and cove if NOT providing solutions for older customer base.I have to buy a new doorbell and the eufy bell is not supported by the current Cove system. I had a smoke/carbon detector fail and the new detector (only smoke since you no longer have the dule detectors) is not compatible with coves base system. I now have another detector that failed and a water detector that keeps failing to connect and I dont even want to go through the hours of troubleshooting only to have them replaced with items that are not compatible.And now Cove is UPGRADING its system so now all of my outdoor and indoor cameras are not being supported . . . and the solution from Cove is to get the app from the manufacture and have another app . . . SO for the security system I have through cove and the contract to support an all around system will take 3 apps so I can have my home, my entry way and all my cameras monitored. And with the upgrade to the system Cove had to know they was going to take all the customers with the older cameras off line and NOT be supporting them going forward. And this was done with NO notification so we had to spend hours on the phone yet again trying to trouble shoot a known issue.

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you have experienced. A manager will be reaching out to you shortly to discuss your concerns in more detail and work toward a resolution. We appreciate your patience and understanding.

• Initial Complaint

  Date:01/09/2025

  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 purchased a *************** in late 2020, and we immediately experienced issues with it. *****, a ****/Cove authorized dealer, replaced it for us, but the problems didnt stop there. Every year since, **** had to deal with recurring issues. Each year, **** had to call a Cove-authorized appliance technician to come and fix the machine.Weve consistently reported these problems to Cove/Wolf, and despite the repeated issues, theyve refused to replace the dishwasher. Over the years (2020, 2021, 2022, 2023, 2024), **** had at least two service calls per year where technicians have had to replace failed parts. Knowing their product was defective, Wolf/Cove extended our original warranty until 2027. However, they still refuse to provide a replacement machine, even though the issues ********** 2025, were now facing yet another pump failure, further proving that the issues with this machine are ongoing. As a family with two young children (ages 4 and 2), we rely heavily on this dishwasher and cannot afford to be without it for weeks at a time while waiting for parts and repairs. This has been an incredibly frustrating and disappointing experience, and I believe it reflects poorly on Wolf/***** commitment to customer service.If I had known about these persistent issues, I would have purchased a lower-cost dishwasher at a fraction of the price. At least with a less expensive machine, Id have expected it to last only a few years and could easily replace it. Instead, we invested in a high-end Cove dishwasher with the expectation of quality and reliability, but weve only encountered repeated failures and subpar customer ********** seeking the *********************** assistance in resolving this matter, as Wolf/Cove has failed to provide a satisfactory solution despite years of ongoing problems.Thank you for your help

  

  Business Response

  Date: 01/10/2025

  We do not sell dishwashers. We are a home security company. We believe this complaint was intended for another company that is also named Cove. Please remove it from our profile.

• Initial Complaint

  Date:12/30/2024

  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 had issues with this company since weeks of me getting this system 2 years ago. They have failed to have police respond when needed or give me a call when my alarm goes off Yesterday I accidentally set off the duress alarm and the central station called me and canceled the alarm. No police ever sent. Per cove this is a silent alarm and they no one should have called me. I spoke to central station and they stated coves policy is to call the customer. They also failed to call me during a medical call. I have many issues with this system. I want my money back or I'm going to file a case with a lawyer. This is false advertisement. This company has many issues.

  

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention. We've connected with the customer, and our team is actively working to ensure all of her concerns are fully addressed and resolved.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22747363
  
  I am rejecting this response because:
  They still have not confirmed that they have fixed the issue. A manager did call me and said she would follow up but has not followed up with me yet. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/09/2025

  We apologize for the delay; the manager youve been working with is currently out of the office. Theyre aware youre waiting to speak with them and will reach out as soon as they return. In the meantime, if theres anything urgent, another manager is available and happy to assist you.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22747363
  
  I am rejecting this response because:
  The manager hasn't been gone. I finally called them today and she emailed me that they are working on the issue but it may take time. 

  They have done this before and not resolved the issue. They can fix the problem or cancel my account and refund me and ill return all my equipment in the original box 

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

  

  Business Response

  Date: 01/13/2025

  We apologize for the delay. Someone should be reaching out within 24 hours.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22747363
  
  I am rejecting this response because: someome said they would be reaching out from the corporate office today. Her name was ***** via online chat on fb. Still not resolved 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/16/2025

  We apologize for the delay. She will be in touch with you shortly.

• Initial Complaint

  Date:12/30/2024

  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.

  Got a security system as an early Christmas gift. Immediately had issues. Couldn’t contact customer service for help setting up for days. Finally waited a few hours on my day off and got a supervisor who tried to fix everything but it ended up being unsuccessful. He had said if the issue happened again I could reach someone by email more easily to get a replacement sent out. Been emailing in for weeks and guess what? No response. They’re unreachable. Some of my sensors are not working.
  
  I want the sensors replaced immediately. I want a partial refund of what we paid due to these issues and 2 months of free monitoring so I can see what it’s like to have a WORKING system and decide if I’d like it.

  

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention. We have reached out to Ms. ******** directly. Thank you.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22745967
  
  I am rejecting this response because:

  
  I had filed a complaint about my security system not working since the purchase date in November. I have been unable to reach them. I was told they would have someone fix it ASAP and Id be refunded a few months of service. That was months ago. All my calls and emails have been left unanswered. I am still paying for my subscription. I need it to be cancelled and a full refund for everything to be issued immediately before I take larger scale action. Please work with me.

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

  

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and bringing this to our attention. Were sorry to hear about your experience and understand how frustrating this must be. Our team is currently reviewing your account and the concerns youve raised. Well follow up with you as soon as possible with an update. Thank you for your patience as we work to resolve this.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 22745967
  
  I am rejecting this response because: I waited almost 7 months to get this resolved and I wont accept a response until a resolution has actually been made. They never followed through on any of the last things promised to resolve this: at this point I need my service cancelled and a refund for all of the months and devices. Its theft to take peoples money repeatedly and deny them the service theyre paying for and when they reach out for help ignore them. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/09/2025

  We appreciate your patience. This matter is still being reviewed. We should have a resolution for you by tomorrow.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 22745967
  
  I am rejecting this response because:

  I disagree with the businesses response because I have not received a resolution from them yet. I have not received a refund or the cancellation of my Subscription going forward. So this issue has not been resolved in any way 

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

  

  Business Response

  Date: 06/19/2025

  I have spoken with Ms. ******** and we came to an agreement.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 22745967
  
  I am rejecting this response because: The business has let me know they are processing a refund but has not responded to any of my requests for how much. I need a refund for the initial order as well as every month I paid for a subscription for a service I didnt get because the system was not working. They have not confirmed this is what I will be receiving and I have received mix answers about if the refund was even processed yet. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/25/2025

  All payments made after January of this year have been refunded, as the service remained active and functioning up until that time.

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 22745967
  
  I am rejecting this response because: the system was no up and running until January. There were multiple calls and emails from November and December noting issues with the sensors. Not to mention paying for the system itself that never ended up working, spending months trying to get technical assistance I never received, empty promises, and scams in marketing like the $100 **** gift card I was promised when ordering the system that was never received. I want every month refund, a refund for the cost of my system, and be happy Im not filing more complaints with governing agencies for the lies about the gift cards you promised and never sold. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/27/2025

  We have spoken with Ms. ******** directly. Thank you.

• Initial Complaint

  Date:12/20/2024

  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 purchased a system from this company. It has not worked as promised since installed. I have contacted their technical support numerous times by telephone and via email. I get minimal responses only asking for basic details and no answers are given. I am promised calls back by a supervisor and never receive the call back. I am promised credits for what I have been charged. No credits are given but charges for a service that is not being provided are made monthly. I am only asking for a system that functions as promised and paid for but that is not being delivered by the vendor.

  

  Business Response

  Date: 12/20/2024

  Thank you for reaching out to us. We sincerely apologize for the difficulties you’ve experienced with your system. We will review your account and the issues you’ve outlined thoroughly. A team member will get back to you shortly to address your concerns and work towards a resolution. Thank you for your patience.

• Initial Complaint

  Date:12/12/2024

  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.

  Our tenants moved out on 6 December 2024 out of our rental property *************************************. They moved out on bad terms during eviction this past week. We have a COVE security system installed on the house and I accidentally armed it when I showed it to a new tenant. In that moment I realized I did not have the code to disarm. The house is currently armed with no way to disarm. We were able to go out a door that does not have sensors. I'm dumbfounded on what to do. My husband and I have both tried calling the security company and we spoke to multiple representatives and they cannot wrap their brains around the fact that we do not have the verbal password from our tenants so they won't do anything for us. They won't disarm the house and they won't allow the account to be changed to us or the new tenant who is supposed to be moving in on Sunday. I asked if I could send the deed to the house and the eviction paperwork and they will not take that. They will only take the passcode from the tenant and other verifying information from her, which she has not responded.

  

  Business Response

  Date: 12/18/2024

  Thank you for reaching out and providing these details. We understand the frustration youre experiencing with this situation. A manager has been informed of your situation and is currently reviewing your account. He will be in touch with soon to get this resolved.

• Initial Complaint

  Date:12/04/2024

  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.

  This company is trying to take money from me. For monitoring a security system that isn't even set up yet

  

  Business Response

  Date: 12/06/2024

  The system was delivered on November 1st, and as outlined in the agreement, billing began shortly thereafter. Since this is a DIY system, installation is the customers responsibility. As a gesture of goodwill, we have applied a credit for one month of service to the account. If you have any questions or need further assistance, please dont hesitate to reach out to us directly.