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:09/12/2024

  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.

  Long story short I paid for products and services and never received them. I have contacted to company who forwards all calls overseas and will not do anything. They have kept my money and not shipped products. They will not call back no matter how many times they say they will and you wait. Then when calling back they say you have to wait more. I should not be lied to and them keep the money. If you promise a service and a product stand behind it and do it. Do not hide behind others and lie, then never follow through this is theft and fraud. I was advised I would have my stuff in 2-5 days, then I was told no it was 3-7 days, then I was told that it would not even be shipped for 3 business days, after 3 business days it is still not shipped, they still have my money and still have not called me back.

  

  Business Response

  Date: 09/16/2024

  We apologize for the delay. We have given you a free month of service. The equipment will arrive shortly. The tracking number is ******************* Please call us with any questions.

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22279113
  
  
  
  I am rejecting this response because:

  I have reached out to the company many times and have been promised call backs multiple times with no call backs or messages from them. It took many complaints outside of their office to get a response of any kind. Then they say call them after I have many times!

  
  
  
  Sincerely,
  
  
  
  Bobby Freeman

• Initial Complaint

  Date:09/07/2024

  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 have had Cove for several years now, I decided to upgrade my control panel to the latest version of the system, vice the previous version that I currently have. The order has been placed, payment has been made, but no system. It is now past any reasonable or identified timeframe to receive the system. As of today (Sep 7, 2024), no system and ideal when the system will be delivered. The company has not reached out to me regarding this pending and undelivered order, Any contact I have had with company regarding this has been initiated by me and each time ends the same way with "they will reach out again to their warehouse to see the status". No status is provided to me or a timeline of when it will be delivered. It's one this or take and order and charge for it, and miss the delivery time, but when you cannot provide a timeline of when the customer will receive system, then you need to stop taking orders until you can. My current status, I ordered and paid for a system that I have no idea when I will get. Another issue that bothers me about the support, when you arrange for a monitored alarm system, a secret word is created. This "word" should only be known by the customer and the monitoring system, so why is every help desk/support personnel at Cove required to have the customers secret word before they provide support. Do I need to change my secret word with the monitoring station every time I contact Cove support?

  

  Business Response

  Date: 09/12/2024

  Due to ongoing supply chain challenges and high demand for our products, our warehouse is experiencing slower-than-usual fulfillment times. We understand our customer's concerns, and to expedite the process, we will fulfill their order directly from our office. A supervisor will also reach out to address any additional questions or concerns and ensure a smooth resolution.

  Customer Answer

  Date: 09/16/2024

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

  If the products were available to be shipped from their other location, then why wasn't it shipped already. Instead, the initial timeline for delivery has gone way past its delivery time and it took a complaint to BBB to get Cove actively involved. I waited a few days to see if I would get an email stating that the items have been shipped, but no notification came and not products has been received. Only more time has passed. So, nothing has changed other than Cove acknowledging that there is a problem, right after receiving a complaint through the BBB. Also, no other contact from Cove has been made. On Cove's website, they have been having a major sale on their products, so why would you have a sale when they have already acknowledged that they're having problems filling orders? Doesn't make sense.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/18/2024

  Again, we apologize for the delay. As we discussed before your account has been credited for next month's payment, so you aren't charged while you wait for the equipment to arrive.

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Its been a few days now since the companies last response and I still do not have the item or when it will be delivered. The companies customer service is to not respond to customers unless there is a BBB complaint on file. You would think a manager a the customer service division would have contacted me several times by now, but no contact what so ever (phone or email). 

  The company is still having a huge sale on their website, so either they are supplying orders as they come in with no problem and just ignoring mine or theyre having a huge sale and not filling any orders. When is the FTC coming in to investigate.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 09/24/2024

  The tracking number is ****************** and it is scheduled to arrive today.

  Customer Answer

  Date: 09/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The package did arrive, it was not in a Cove box, but a plain shipping box and the hub had not protection around it, just bouncing around the box. Worked with your support team via chat yesterday where they helped get the system up and they added my sensors. Notice today that when I set alarm to "Away" it always sets it to "Stay", very odd. But it gets worse, even though sensors where added, they system does not see activity from doors and windows. I even set the alarm and open the doors and few windows, according to the Cove system, everything was closed! Contacted the Cove support again today via chat, they said the Senors may not work with new hub and alarm panel. Then why did Cove tell me they would? Why didnt the tech that help set up the system, test the sensors before telling me everything was up? Today's Tech said it would take 5-7 working days to get sensors, I asked how long actually since it took six weeks to get the hub and panel. Then the tech ended the chat why I was still asking questions. Not very professional. Now I upgraded my system, and my home is now unprotected and vulnerable. I have another chat open with Cove, but they dont seem to be responsive. 

  Just told by the new tech Im talking to the prior tech ended support chat, because after a certain amount of time they have to move on to another customer. Ending support due to a timeline, even though the issue still exists. Amazing!

  Where I am now, maybe or maybe not I'll be getting new sensor for the doors and windows, but what about the motion sensors and glass break, I dont know. Currently stuck with a system that is not protecting my home and Im going away for a few days. Good luck to me and my home.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/02/2024

  We apologize for the inconvenience. Our technical support team will be contacting you shortly.

  Customer Answer

  Date: 10/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: got the hub and control panel, but system doesn't work. Was told the sensors will not work with the hub, this is something you should know during the upgrade task. Was told a week ago that new sensors will be sent by their warehouse, this is the same warehouse that could sent the hub and control panel due to supply chain issues. Why wouldn't the Cove hub work with their own sensors, I do not know. But was told a week ago new sensors are on their way. No sensors were delivered, not contact from Cove as to when the sensors will be sent! Unlike the hub issue, these are sensors, there should be a warehouse full of sensors. Looking Less like a supply chain issue and more like a policy and personnel issue

   Pathtic customer support.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/09/2024

  The sensors have been shipped and we have provided Mr. ******* with tracking information.

• Initial Complaint

  Date:09/04/2024

  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 used my equipment credit to purchase a Eufy doorbell camera on August 15, 2024. I have not received it as of September 4 and no one at Cove will give a definitive answer. No tracking number has been given and no true resolution has happened.

  

  Business Response

  Date: 09/06/2024

  We had a manager reach out. We called multiple times and sent an email to let them know about our resolution. Due to supply chain issues, our warehouse has had delays to fulfill orders. Fortunately, we were able to ship camera and this should be deliver during the week.

  Customer Answer

  Date: 09/06/2024

   
  
  Complaint: 22239918
  
  
  
  I am rejecting this response because:  I still do not have the doorbell camera.  After all the empty promises I will not believe the camera has been shipped until I recieve it.
  
  
  
  Sincerely,
  
  
  
  Claire Segura

  

  Business Response

  Date: 09/10/2024

  We understand. Please allow the necessary time for it to be delivered.

• Initial Complaint

  Date:08/27/2024

  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.

  We have had our alarm system for over 3 years.
  Our touch panel has had communication problems from the very start.
  Cove has replaced the sensors and sent an SD card to update the problematic panel.
  This experience has had me on the phone for hours on end trying to resolve the issue.
  I have asked several times to simply replace my faulty panel. Customer service has advised that I can upgrade my panel but I would have to pay.
  I don’t understand the logic of a customer having to pay to upgrade a product that has been logged for YEARS in their own system as faulty.

  

  Business Response

  Date: 09/05/2024

  We have investigated the customer's case and had a supervisor reach out to address all of their concerns. The call was routed to voicemail, but we will continue our efforts to contact them and ensure the issue is resolved.

• Initial Complaint

  Date:08/27/2024

  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 have been a Cove home security customer for more than four years under a month to month service plan, with no contract. In April of 2024, I decided to no longer use Cove services and cancelled my payment method on file. I received a text message notification from Cove on the morning of August 23, 2024 stating that I have a balance due. I logged into the Cove website and found that a balance of over $149 was posted to my account.
  
  Seeing this, I called Cove customer service on August 23, 2024 at 10:44 AM Central time to see what the charge was about. I learned that I was being billed for the past several months of service. I asked why service was not terminated when payment was not provided, as this is a month to month service, and the customer service agent could not directly answer the question.
  
  I was told that my security system was still showing up "online" and therefore service was in fact still being provided. I own the security equipment and have not yet been able to remove the devices from my home. The security system has not been armed since before April 2024, as I believed my service had been terminated.
  
  I stated to the agent that I feel that this practice is the opposite of a month to month service plan by definition, especially when compared with similar month to month services. In other service fields, if a service is not paid for, it is no longer provided and no further charges are incurred.
  
  I do also feel that it is a deceptive business practice to advertise month to month service, yet have no automatic cancellation policy if payment is not provided. Month to month cell phones, subscription services, and even housing utilities do not allow for continuation of services without payment.
  
  I escalated my call to a supervisor and was advised that one would call me back. The call ended after 32 minutes at 11:17 AM.
  
  As of now, 10:22 AM on August 27th, 2024 I have not received a call or email from a Cove supervisor or support agent.

  

  Business Response

  Date: 08/27/2024

  Thank you for bringing this to our attention. The account isn't canceled when payment is stopped. The customer needs to call in and request cancellation. Without notifying us, we continue to provide services which comes at a cost to us. This is why there is a past due balance. Services have been provided up to this date and payment hasn't been received since April.

  Customer Answer

  Date: 08/28/2024

   
  
  Complaint: 22202365
  
  
  
  I am rejecting this response because: It is outside of normal business practice to continue service when payment has not been received, as I stated in my initial complaint. No other month-to-month service operates in this way, and it is unreasonable to expect payment for "service" that was believed to have been cancelled and therefore not utilized. 
  
  
  
  Sincerely,
  
  
  
  Nicole LaBelle

  

  Business Response

  Date: 09/04/2024

   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. For the security and protection of our customers, we do not discontinue monitoring services unless the customer provides verbal confirmation. To make things right, we have canceled the account, but the balance will remain on the account and will need to be paid off if the customer decides to reactivate services with us.
  

• Initial Complaint

  Date:08/20/2024

  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.

  Cove Security has been billing me for an account I referred to them when I sold my house. Despite transferring ownership, they continued to charge my payment method, as it was the last one linked to the address with an old account, even though the new account is under a different name. The fraud is to bill a credit card to a different person's payment method not associated to that account. They have charged me $26.49 per month for the past 21 months. The customer service rep. stated that she would work it out with the other customer to reimburse me for the monitoring charges instead of Cove directly refunding the money to me as it was their error that they committed fraud by charging me.
  
  In addition, I have two other accounts with Cove that is in violation of Consumer Protection Laws.
  
  One required replacement components, but monitoring was never set up when the new items arrived. The second account was never set up at all. Yet, both accounts have been billed for third-party monitoring services for the past 20 months, even though no monitoring (the service) was ever activated. This is especially concerning, as the service is meant to monitor for alarms, which never occurred—making these charges in some courts to be considered fraudulent. I recorded a call where a representative admitted they bill for monitoring after the equipment is delivered. This is either an error or outright fraud, as the service being billed for is monitoring, which was never activated, as confirmed by multiple reps. during the recorded conversation.
  
  Instead of addressing these issues, Cove continues to bill for services I never received. This situation needs to be resolved immediately by refunding the money for all three accounts directly to me.
  
  
  Equipment price $708.39, $1,406 for monitoring services on items never set up and no monitoring service provided and part of that fraud billing for an account that was not my account.
  
  I called to shut down all accounts.

  

  Business Response

  Date: 08/23/2024

  The original signer of the contract is ultimately responsible for the account. If the new account holder does not complete the takeover process the responsibility falls back on the original signer of the contract. The person taking over the agreement did not provide us with banking information, so we were unable to bill them. Considering the circumstances, we are willing to work out a partial refund. Regarding the other accounts, cancellation was never requested until just a week ago so a full refund is not justified.

  

  Business Response

  Date: 09/18/2024

  We have cancelled all 3 accounts. A refund has been submitted for account ****** for all the months paid since the account was taken over by the other party. An additional refund was also given for account 340074 going back to when the panel was in need of replacement. Please allow a few business days for the transactions to complete.

  Customer Answer

  Date: 09/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22170394. 

   

  I find that this resolution is satisfactory to me that was posted in the communication history as, "MESSAGE FROM BUSINESS:
  
  We have cancelled all 3 accounts. A refund has been
  submitted for account ****** for all the months paid since the account was
  taken over by the other party. An additional refund was also given for account
  340074 going back to when the panel was in need of replacement. Please allow a
  few business days for the transactions to complete."
  
  
  
  Sincerely,
  
  
  
  James Bailey MBA (Ret. SEAL)
  

• Initial Complaint

  Date:07/25/2024

  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.

  Theyre a home security service and my system wasnt working.The rep on the phone told me I needed an update to my panel and they would send me an SD card in the mail to update itthis was January.in March I hadnt received it so I called and they said its back ordered and it would be 4-5 weeks .I spoke today and they said they no longer send SD cards and I would need to purchase a new system . I am disputing these charges was told they couldnt an later told if so but a new system they would credit me

  

  Business Response

  Date: 07/31/2024

  We had a supervisor reach out to address the customer's concerns. The call routed to voicemail, so we will continue our efforts to contact them. We are committed to ensuring a smooth resolution for the customer's concerns.

• Initial Complaint

  Date:07/24/2024

  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.

  This company is the most insubordinate company I've ever seen I keep telling them that their computer information is incorrect a representative reached out to me not from corporate although I have 28 emails requesting a corporate phone call I am accosted to A system that is unreliable my safety my family safety my client safety is all compromised because of this company my furthermore my call is continuously rather to the *********** where I once again I'm a cost to an inexperienced person helping me my personal property has been compromised broken into broken and there are things missing because I have an alarm company that standard of practice is atrocious. The world should know never to use this company because you will go through an 8-month laborious process of trying to get anyone who speaks English on the phone outside of their sales department.Can provide supporting docs at your request.

  

  Business Response

  Date: 07/25/2024

  We called ***** to discuss her complaint, but she was unable to talk with us at the time. We have spoken with her several times over the past couple weeks, and we are in the process of sending her a new panel which we believe will resolve the sensor issues she's been having. If she needs information updated in our records, she can send it to ****************************************** We look forward to hearing back from her.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22036740
  
  I am rejecting this response because: I emailed the listed email no one ever responded.

  The new keypad isn't communicating with monitor station and the motion sensors were never sent to replace the two that don't work properly. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/06/2024

  We have spoken with *****, and it sounds like the system isn't working for her particular needs. We agreed to cancel the account when she is ready. She asked that we keep it active for now so we will wait to hear from her.

• Initial Complaint

  Date:07/17/2024

  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.

  Ive had cove security for a couple of years. I am now looking to cancel. Was transferred around because I declined to give a reason. I was then told that they will only cancel my service if I pay for an additional months service, past the remaining coverage I already have. I would like my account cancelled and nothing further. I do not want to be strong armed into purchasing more coverage.

  

  Business Response

  Date: 07/18/2024

  As per our Terms and Conditions, 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 (refer to Section 24b of the Terms and Conditions). We successfully canceled the account on 07/17/2024, and the customer will no longer be charged for services. We sent an email to confirm the actions taken on the account. To make things right we issues a refund for the last payment they made. 

• 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.