Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  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.

  I ordered my Cove security system in December 2024, excited to install it in my new home, which was originally scheduled to close at the beginning of January. However, due to unforeseen circumstances, my closing date was delayed multiple times, which was entirely beyond my husbands and my control. As a result, we were unable to install the system until the first week of March 2025. The Cove system was given to us as an early closing gift intended to enhance our homes security, but the kind gift-givers were not informed about the delays in our moving timeline.When I reached out to Coves customer service on March 10, 2025, seeking assistance, I was repeatedly told by a representative that there was nothing they could do for me, as I had surpassed the 60-day guarantee period. It was frustrating to explain that I had only utilized the system for less than two weeks, during which I had already encountered significant issues. I had contact with Coves technical support on two separate occasions, both because the security cameras were failing to monitor correctly and were constantly disconnecting from our Wi-Fi network. Despite the evidence of my troubles and my limited usage of the system, I was informed that I would need to keep the product. I also expressed several times, that the monitoring and app did not meet my expectations, and has only properly worked for 2-4 days at my property. Throughout the conversation, I felt that the representative talked over me and dismissed my concerns without fully listening. I had to insist several times to speak with a supervisor, hoping for a resolution that would acknowledge the unique situation I was in. I find it extremely disappointing that the customer service fell short, especially considering the extensive research I conducted prior to my purchase, which led me to believe I was acquiring a top-quality product. This experience has left me feeling frustrated and dissatisfied with my choice of a security system.

  Business Response

  Date: 03/12/2025

   

  Thank you for reaching out and I'm sorry to hear about your experience. Unfortunately, you have filed your complaint with the wrong company as we are not affiliated with Cove Security. You have reached **************, a telehealth company that offers personalized treatment options for several conditions. One of our service lines is called Cove, which provides treatments for migraines. You can find more information about our services by going here: *******************************************

• Initial Complaint

  Date:04/17/2023

  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.

  I filled out the consultation form and received a treatment plan from a doctor via telehealth. I wanted additional information before starting on a treatment plan and messaged my doctor a few days before my medication was supposed to ship. I never got a response from the doctor, just a message from Cove saying my medication has already shipped and I can't return it or get a refund.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  Cove recently sent me a message confirming that they have canceled my prescription and refunded me. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2023

  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 was trying to do an online doctor visit for my migraines because it cost a lot to see my neurologist, so I tried out Cove. At first it seemed legit, it said I got a discount for my health insurance so I filled out a detailed account of my migraine history, what worked, didn't work and did a video recording of touching fingers and my nose( which was weird) and the one doctor got back to me with a detailed plan a few days later, what meds he recommended, dosage, video on another medication recommended and asked if it worked for me .. I agreed to that treatment plan Then I hear nothing, weeks go by and I message the Cove provided email. First they said I needed another video( of saying the days of the week backwards) then a different doctor appeared in my messages and it was random enough for a different doctor to join, but then asked about headaches during ***.Then I was told I never got a treatment plan and another charge and medication subscription were about to be charged to my account. (How did they finalize a subscription plan for medication to be ordered if I didn't finish my treatment plan!?) I sent five screens shots worth of the treatment plan I was sent.They tied up my insurance benefit, which they say can't be reinstated... even though if they say I never had my consultation, then a service was never rendered to make payment to my insurance. They offered to refund part of the 45 I paid, but some other fee would follow.. I did not quite get that either.So I lose my money, didn't get the medications the doctor went over and I paid for and ordered, and Cove was in the process of billing empty orders to my credit card I can not delete off my profile.Also, the reviews page does not let reviews be made.

  Business Response

  Date: 04/13/2023

  Hi *******,
  
  Thanks for taking the time to share your experience. Were sorry we did not meet your expectations and we would love the opportunity to make things right. Upon reviewing your account it appears that you have been in touch with our Care Team to resolve this matter. If you still need help regarding your account or treatment plan, please feel free to contact us directly on the existing email you have with us or you can contact us again at ***********************************. 
  
  Were looking forward to serving you in the near future.  
  
  
  Best,
  
  *****
  Cove Care Team

• Initial Complaint

  Date:03/09/2023

  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.

  On 3/7/2023, I googled propranolol prescription and Cove popped up, it was a page saying I could get the medication after a "consultation". Nowhere on the page does it mention that they deny treatment for all conditions but migraines. After paying the 50-dollar consultation fee and the 45 dollars for the drug, their doctor shoved "we only treat migraines" at me and that was it. The customer service REFUSED to refund me the consultation fee despite me telling him that I was not notified that they only prescribe medication for ONE condition.

  Business Response

  Date: 03/16/2023

  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  
  Please accept our sincerest apology for any inconvenience we have caused you. Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. It appears that you have already reached out to our Care Team to address your concerns and discuss potential solutions. We'll be happy to discuss your concerns further. 
  
  Take care, 

  --The Cove Care Team

  *******************************************

  
  

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There has been no response or attempt to provide solution from your side, as seen on the attachment. No one replied to my email. You simply ignored me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/22/2023

  Again, we're sorry to hear about your experience using Cove. We received the complaint and have responded back directly to your email to ensure we work on a resolution. If you have any more questions or concerns, please don't hesitate to reach out to us. 

• Initial Complaint

  Date:01/09/2023

  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.

  So this company said It only take 24 - 48 hours but not true during the holidays came went paid for medication I did not get ....said I would get a Doctor to talk to nothing at all I guess there trying to check my insurance I do not know at this point I want my ***** for the medications that I still have not gotten at all ....this is crazy it has been weeks 2 weeks already ....I should just ask my dr for this medication I should have I do not know why I went on line this is so unprofessional....and I keep getting msg form customer service asking can we help do you have any questions and guess what i msg them they do not help it must be some automatic email they send out to everyone to try to seem like they care they talk about caring a lot and they really do not !!!! at this point just give me my money back because I have not received my medication!

  Business Response

  Date: 01/20/2023

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  Please accept our sincerest apology for any inconvenience we have caused you. At this time, we have reached out to you in regards to your concerns and have come to a resolution. Expect an email from the Cove Care Team, well gladly look into this matter further.

   Best ************************************************* Team