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:05/02/2024

  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.

  see Attached document

  

  Business Response

  Date: 05/07/2024

  We investigated the account and processed a cancellation and refund for the customer on 04/26/2024. The refund was issued to their credit card on file, and we sent an email to notify them the same day. To address this complaint, a manager contacted them on 05/03/2024 and forwarded the email. The customer acknowledged our response. 

  Customer Answer

  Date: 05/07/2024

   
  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:04/30/2024

  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 am very disgusted with COVE. They sent text messages saying with next missed payment it will be paused then they cancelled my service. The reps offer one thing then dont offer nothing. Now we do not have service. I called and brought this to the attention of the company and basically they backtracked saying that the text came the same day they tried to charge my card. We have been customers since 2020. At this point, they need to take somethign off and reactivate my service. I want to talk to someone in corporate for their false practices and deceptive information

  

  Business Response

  Date: 05/02/2024

  We have tried calling customer multiple times to resolve the case but calls routed to voicemail. Their account was cancelled due to an outstanding balance. We understand that life can get complicated, and we are willing to help them make a plan to pay the balance and reactivate services. We sent an email to coordinate a callback and follow up with them.

• Initial Complaint

  Date:04/26/2024

  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.

  Returned the system in full unopened was told I would be refunded $350 over a month ago I get no response from customer service

  

  Business Response

  Date: 04/29/2024

  Upon investigating the account, we noticed that the transaction was settled on 04/04/2024. This process took longer to settle because the refund was issued to a different card on file, not the one initially charged. We attempted to call the customer to rectify the situation, but the call was routed to voicemail. We have sent an email explaining the case and will follow up with them to ensure the issue is resolved to their satisfaction.

• Initial Complaint

  Date:04/11/2024

  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.

  **** refuses to cancel subscription based on pay later. However, the amount I would have to pay is greater than the company requires to cancel.If I cancel before 6/9/2024, I have to pay $182. However, I've been paying $5 per month for the equipment which gives me $170 credit. **** wants me to pay $182 plus what I've already paid. They are getting over on customers by doing this.

  

  Business Response

  Date: 04/18/2024

  We have investigated the issue and reached out to the customer to address their concerns. An email has been sent to schedule a callback, and we are awaiting the customer's response. We are dedicated to resolving our customers' concerns.
  
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  My security system started causing issues. I reached out in November of 2023 to order a replacement system and was told it was back-ordered and that it would be sent out when stock was received. I requested cancellation of my account at this point and said I would call to restart it after receiving my equipment. I was also given a free month of monitoring to make up for the past due balance from the time my system was inactive. I just received an email saying there was an issue processing my payment and upon logging in, they have charged me for the entire time my system has not been in use. The representative I spoke to started off saying that the last time I had contact with them was in September, but after I told her I had proof of it being in November, she changed it to the last time I contacted them being in November. They will not allow me to request cancellation of my account and have told me I will continue to accrue charges for the service I am not using. The representative also said I could not restart service until the past-due balance was paid. So my account is neither active nor inactive and they want me to pay nearly $100 for a mistake they made.

  

  Business Response

  Date: 04/17/2024

  We have investigated the issue and reached out to the customer to address their concerns. An email has been sent to schedule a callback, and we are awaiting the customer's response. We are dedicated to resolving our customers' concerns.

• Initial Complaint

  Date:04/07/2024

  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.

  Originally signed up with cove on May 16, 2023
  I have paid $197.89 for cove monitoring for the past year
  + i paid an additional $185.15 up front for their faulty equipment
  
  
  I have had constant failures over the past year with their hardware:
  
  1. Constant communication failures on the physical hardware/panel, which renders the system useless because cove cannot monitor an individual when their call centers cannot connect with the system. If my home was broken into, flooded, or other, they would/could not make me aware of this because it wouldnt show up at the monitoring center. They promise 24/7 monitoring (which i pay for monthly) that cannot be provided by this VERY CRUCIAL fault in hardware. A security system either works or it doesnt; There is no in-between, and i will not allow cove to make more excuses.
  
  2. The panel, which comes with a charging cable and a backup battery, continues to lose power. Again, faulty hardware. I have had to unplug the cable and the battery a few times a month for the past year.
  
  3. Random alarms going off (approximately 10 times in a year);
  -Ive had this happen when i was away from home, when nothing was triggered.
  -Additionally, this has happened when i am at home, again, when nothing was triggered.
  
  
  I have called cove several times in the past year concerning all of these issues;
  Cove has replaced my panel once, and after a month of having the new panel, it is having the exact same issues as the panel before.
  Employees continue to want to "troubleshoot" which is basically a hard reset. Past that, they have no idea how to help. They have tried to upsell/upgrade me a few times, which gave me a good chuckle.
  
  Cove sells the idea of safety, and makes you pay for products and services that are defective/incapable of providing actual safety.

  

  Business Response

  Date: 04/12/2024

  We have investigated the issue and reached out to the customer to address their concerns about their system, but they didn't answer. We will try to reach out again next week and offer a free upgrade to resolve issues with the system. We are dedicated to resolving our customers' concerns.

  Customer Answer

  Date: 04/17/2024

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

  I do not want any upgrade of any services or hardware. Your hardware is full of programming issues that render any services you "attempt" to provide with it useless. Why on earth would i want an "upgrade"?

  I am seeking compensation for the fact that you provided me with faulty equipment that prevented you from providing security for the 12 months that i was with your service.

  
  
  
  -******* *****

  

  Business Response

  Date: 04/19/2024

  We have reached out to the customer on a few occasions by phone but have been unable to reach them at a time convenient for them to come to a resolution. We have sent an email outlining our resolution offer, an upgraded system free of charge or cancellation and a refund of 3 months of service. We are awaiting a response. 

• Initial Complaint

  Date:04/04/2024

  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.

  over the last year i hv had to contact cove numerous times regarding false alarms/ they finally sent me a replacmnt panel and im still getting false alarms /example 4/4 /24 my alarm was on away mode / at approx 4am i came home disabled alarm and got ready to go to sleep and cops knock on glass break alarm alarm triggered / this is about the 4th time over past year that this alarm triggers a false alarm and police are called which THEN the police send me notices to pay regarding false alarms / i am very upset that this has happened yet again / something is wrong with you panels as this shouldnt be happenning intermittently /i shouldnt have to pay the sheriff dept s fees for false alarms

  

  Business Response

  Date: 04/12/2024

  We were able to speak with the customer, who explained what happened with the false alarm. We will investigate further and follow up with the customer. We have credited the account to compensate for the issue.

  Customer Answer

  Date: 04/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am I'm still waiting to hear back from jesslyn regarding the sheriff fees for false alarms. 

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

  

  Business Response

  Date: 04/19/2024

  After investigating the case, the fees received were not because of a false alarm but for not having an active alarm permit. Although we cannot cover these fees, we have paid for the customers alarm permit, which is now active on their account. They will receive the documentation for this. The permit must be renewed annually by the customer. As previously mentioned, to help alleviate the cost, we have credited their account to cover monthly fees. 
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Cove has been an utter waste of my time. First they charged my card for 2 complete systems and played it off like I ordered 2. Ummmmm no, why would I order 2?!?! Yet, there was no apologies, no kick back for the inconvenience. That should've given me the red flag I needed then and canceled everything. We ordered the system back in November thinking, "oh 70% off, let's jump on this deal." DO NOT JUMP ON THIS DEAL, EVER! It's not a deal, and they are constantly running this "promotion." ****** learned. It's now April and the cameras DON'T work! They've sent a new one and it doesn't connect, either. The hub connects, not the cameras. Not.A.Single.One. I waited all day on and off 6 hours on the phone with one of their representatives to no avail. The cameras have never connected, not one single time. I've been more than patient and tried to be understanding. I've repeated myself one too many times over the course of MONTHS to people over and over and over. **** keeps blaming my wifi. IT'S NOT THE ***** It's your system! I want a refund, we've been paying $38 a month, every single month without even having service! This is absurd and I regret ever muttering cove to my brain and then giving my card info.

  

  Business Response

  Date: 04/09/2024

  We have investigated the issue and reached out to the customer to address their concerns about their cameras not connecting. An email has been sent to schedule a callback, and we are awaiting the customer's response. We are dedicated to resolving our customers' concerns.

• Initial Complaint

  Date:03/26/2024

  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 purchased COVE because they utilize RapidSOS. As someone who works in 911, I am extremly farmilar on how it works. When I purchased I confirmed by customer support that they use RapidSOS. I called and I want to add special information like a door code that way if anything happens, first responders are able to gain entry without breaking down the door. I see door codes everyday being provided by RapidSOS and the monitoring company. I was told by Cove by multiple agents that they are unable to add door codes or other medical information into RapidSOS. I know door codes can be shared with the monitoring company and then relayed to the 911 center as I do it every day. I called the monitoring company they use, COPS and they confirmed what I already knew. They see door codes hundreds of times every day and they are unsure why Cove is unable to add it. I called Cove back and a rep told me that she would "put a note in that COPS can see and verbally tell 911 a door code", defeating the purpose of RapidSOS. I called COPS back who confirmed there is no door code entered and they see only my address and phone number. RapidSOS prevents mistakes from being made by telling information verbally and allowing first responders to get important information about the residence. If this is unable to be resolved, I will have to send equipment back and go with another company that will add a door code. I love everything else about Cove, but this is a very big deal breaker for me.

• Initial Complaint

  Date:03/07/2024

  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.

  Alarm system has been malfunctioning. **** was supposed to send a replacement sensor but cancelled the order after I got off the phone with them. Called again for another issue, still not resolved. Contacted support via chat because we are still having issues with the alarm system malfunctioning. Went through troubleshooting steps and still having issues. **************** is seriously lacking. Refused to replace system even though we are within their one year guarantee.

  

  Business Response

  Date: 03/08/2024

  We had a manager reach out, but the call was routed to voicemail. We sent an email to coordinate a callback so we can address all customers' concerns and ensure a prompt resolution. We will wait for their response to the email.