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:07/15/2024

  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 canceled my accounts with ********************** Cove (***************************************) over 6 months ago. I spoke to an overseas representive and she told me I have to have a zero balance before she could cancel. I paid the bill dispite me not using their service. Six months later Now I get a text stating I have bill for a service I have not used. When I callled customer service they told they only canceled one account. They can see that I have not used their service. When asked to speak to a US representive they said they could not do. **** is knowing bill for services that I have not used and canceled.

  

  Business Response

  Date: 07/23/2024

  We had a manager reach out to the customer, but the call went to voicemail. We sent them an email to follow up and rectify the situation. According to our Terms and Conditions (Section 24b), all Service Plans require a minimum of 30 days' verbal request for cancellation before the next billing date to ensure the cancellation of automatic payments. Since the customer requested the cancellation of the account on January 27th, which was 23 days before their next billing cycle, the cancellation date should have been March 19th. We will issue a refund for the 3 months of monitoring we charged. We will wait for the customer's confirmation on this action to proceed with the refund. The cancellation of their account was processed by one of our loyalty agents and went into effect on July 15, 2024.

• Initial Complaint

  Date:07/03/2024

  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.

  We have been using Cove for our security for about a year or so and we have had problem after problem after problem with our equipment as well as with the customer service. Most recently, we had to change our internet provider. Thus, we had to change the connection to our cameras to match the provider. When we tried to do so on our Wireless Doorbell through which the doorbell cameras work, it would not connect. I spent literally an hour on the phone with a technician on 06/19/2024 with no success. The technician told me if it did not work in 24 hours to call back and they would simply send a replacement. I waited, retried as directed and it still did not work so I called back. I advised the technician what the previous technician had told me and instead of processing the replacement as the previous technician had promised, she began trying to troubleshoot the problem again. After reminding her that she was only supposed to be replacing the item, she refused and continued to try to troubleshoot the problem. I have in my possession hundreds of dollars of Cove/Eufy Cameras that do not work that they would not replace because it was outside of the 30 day window.

  

  Business Response

  Date: 07/09/2024

  ********************** never purchased a doorbell camera from Cove. It appears he purchased it and other items directly from the manufacturer or another supplier. The cameras he ordered from Cove included 2 outdoor cameras and 1 indoor camera. We have sent out 2 replacement cameras and provided a $70 refund and the original cameras still haven't been returned. But again, the doorbell camera was not purchased from Cove so we cannot replace it.

• Initial Complaint

  Date:07/01/2024

  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.

  I ordered a new system a month ago and have contacted support several times and no one can tell me when I will receive my product.

  

  Business Response

  Date: 07/02/2024

  We were unable to locate your account using the information provided. Please send us the account number or the monitoring address so we can help you.

  Customer Answer

  Date: 07/03/2024

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

  here is my information 

  System Owner &
  Monitored Address
  
  ***** *****
  **** ** *** ** ***
  Haughton, LA 71037
  
  Account Number
  ******

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

  

  Business Response

  Date: 07/03/2024

  Thank you for providing that information. We apologize for the delay. It appears there was an issue with the delivery of the original shipment. A new order has been placed and should be arriving shortly. The tracking number is ******************

• Initial Complaint

  Date:06/19/2024

  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 had Cove Smart, LLC as a security monitoring service. For a variety of reasons, including poor customer support, I decided to cancel the service. I called **************** on May 1 and was informed after 30 days service would be cancelled.On June 3 my credit card was billed for additional service. When I called I was informed that they counted the 30 day cancellation from the billing date. This is not what I was told, I was told service would be cancelled thirty days from the date I called them.

  

  Business Response

  Date: 06/25/2024

  We have investigated the issue and noticed that the account was canceled a few days after it was set up in our system, which caused an extra charge. To correct this, we have issued a refund of the last charge of $24.99 to the credit card on file. The cancellation of the account went into effect on June 4, 2024. We attempted to contact the customer via phone call but reached voicemail. An email has been sent with the actions taken on their account.

• Initial Complaint

  Date:06/14/2024

  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 was lie to so they could sell me their product.the young man's name is ****************** man he told me it would cost me 150.oo to install and I ask him 4 times no more then 150.oo he said yes I told him I am handicap and couldn't install this myself well lie # 1 and the lies continued after that he disconnected his phone # after that and can't get help from Cove for this problem

  

  Business Response

  Date: 06/21/2024

  We contacted the customer to address their concerns. The customer decided to cancel services with us and requested that we schedule a pick-up to return the equipment.
  To accommodate this request, we called *** to confirm if we could schedule a pick-up for a customer using a pre-created label. *** confirmed that this is possible, but the label must be printed by the customer. As the customer does not have access to a printer, we will ship the return label to them. Once the customer receives the label, we will schedule the package pick-up with ***. We will follow up with the customer until the case is fully resolved.

• Initial Complaint

  Date:06/05/2024

  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 cancelled this service in November of 2023. after customer service said it was handled. but kept accruing charges for monitoring. i have made repeated requests for cancellations now they wont cancel saying i owe for past months monitoring. they somehow gained access to a different card of mine and started billing me again for monitoring. i have removed all cove equipment from my home, but the monthly billing for monitoring continues even thought its impossible for them to actually be providing any service. this might be the worst company/customer service i have ever experienced.

  

  Business Response

  Date: 06/12/2024

  We contacted the customer to help address their concerns and go through the cancellation process. Account was not cancelled due to due balances and customer mentioned they will call to pay it off. Per Terms and Conditions (Section 24b), a 30-day verbal request is required to process cancellations, together with paying off any due balances. We are willing to work with the customer to make things right and get a prompt solution. 

• Initial Complaint

  Date:06/03/2024

  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 had purchased security cameras and equipment from cove, when the equipment arrived it was severely damaged so I refused parcel. I financed this transaction thru affirm and they submitted the whole asking price to them ,meanwhile they have all there equipment and they have yet to reimburse affirm and I'm making payments for no equipment and I also canceled my services.

  

  Business Response

  Date: 06/07/2024

  We verified the order arrived at our warehouse and issued a full refund. We called and sent an email to notify the customer about this.
  

  Customer Answer

  Date: 06/10/2024

   
  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:05/31/2024

  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.

  Order Number: ************* Date Ordered: 4/29/2024 amount $121.50 it was a security system was never installed and returned 1ZC6003K0302050561 Returned information Delivered On Wednesday, May 15 at 11:02 A.M. at ********* Details Delivered To *******, ** ** Received By:******** Proof of Delivery

  

  Business Response

  Date: 06/03/2024

  We verified the order arrived at our warehouse and issued a full refund to the credit card on file. We sent an email to notify the customer about this.

• Initial Complaint

  Date:05/21/2024

  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.

  We sold our house March 2023 and disconnected Cove. Our new home came with a different home security system, so we wanted to switch. We tried to turn OFF the Cove smart panel during the move but there isn't an off button. There was no documentation online about how to move a panel to a new location. We emailed COVE to ask two questions: 1) How to turn off the panel and 2) To Cancel our account. No one responded. So, we let the battery die and 2 weeks later we called them (April 5 2024). My husband spoke to them for 45 minutes about canceling, and at the end, they said we were canceled. But they still took $25 out of our account without canceling the direct debit. When another $25 was taken from our account, I called them back. They said they had no proof that we ever emailed or called them (I have proof in my phone records and email folders). And they said that since we didn't disconnect the equipment correctly or give them 30 days' notice that we were canceled, they were authorized to take BOTH month's payments. They confirmed that the system had been offline for two months, but they refused to refund me for the time that we didn't use their services. The supposed 30 day's notice for canceling is not posted anywhere nor did they tell my husband about it when he called them in April. They just got two month's worth of payments from us for services they did NOT render.

  

  Business Response

  Date: 05/24/2024

  We had a manager contact the customer to address their concerns and identified the billing mistake for the month of May, we have initiated a refund of 1 month to the payment method used and made sure that their account was properly cancelled.

• Initial Complaint

  Date:05/20/2024

  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.

  I canceled my account before 30 days due to the faulty equipment that had been sent to my house. I sent the equipment back on 4/2/2024. I have been charged twice for a monthly payment for three equipment that i returned. I called to inquire about the issue and was told to give them ***** hrs to do an investigation. I called after it had been 48hrs and the advert i received was "we received your package, but we're not sure if we have all the equipment." I asked for a manager, and the phone hung up. Meanwhile I can't stop the payments, because it would look bad on my credit.

  

  Business Response

  Date: 05/24/2024

  We had a manager contact the customer to address their concerns. One of the return labels we sent to the customer was for defective equipment, but the customer sent back all their equipment using that label. As a result, our system did not register that the full equipment was returned. After investigating the case, we were able to issue a refund to the customer.

  Customer Answer

  Date: 05/25/2024

   
  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 would also like to mention that the professionalism and courtesy demonstrated by the manager who spoke with me was TOP TIER. She resolved my issue expediently.
  
  Sincerely,
  
  *******************************