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:04/14/2025

  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.

  Awful product, even worse customer service. I had Cove for 5 years and ***eatedly had technical issues with it. I decided to get rid of the system all together. When I was ready to try a different service, I called cove to see if they had a returning customer deal. They did and I opted to give them another try. What a mistake.When it arrived, I spent TWO HOURS on the phone with their offshored customer service *** who told me her name was *********. She kept talking over me and ******* with instructions. She had me ***eating the same steps to get my touchpad connected with my base. Eventually she told me to call again in four hours and someone else can help me instead. Sounds like she just wanted to get me off the phone. I called back and this time talked to someone else with a fake name (*****) who again couldnt resolve my issue or articulate anything off his script. He told me to WAIT 24 HOURS for the system battery to drain and call back. What kind of resolution is this? This is ridiculous. Really poor customer care and a product full of bugs.

  

  Business Response

  Date: 04/15/2025

  Thank you for sharing your experience, and were truly sorry to hear about the difficulties youve faced. We understand how frustrating this must have been, and we appreciate you giving us another chance. Our team is currently reviewing your case, and well be reaching out to you as soon as possible to help resolve the situation.

• Initial Complaint

  Date:03/31/2025

  Type:Order 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.

  When we signed up for the security system we agreed that we had the full system including cameras and emergency services had the best package available. One day our cameras were no longer working connected support the informed us they are upgrading and they would send new cameras they did that got connected and could not add to cove app called again they informed me I would not have that feature until the company is fully integrated with the cameras company to use there app for mean time we did and we had to pay the cameras company for cloud service that we were getting and should still get through cove. Today I find out its done but to get the cameras support we agreed to at the start over 3 years ago I have to buy a new system and they did not adjust the price we pay for the same features yet they removed one from us without any notification or any explanation I feel this is very deceitful especially from a security company. The representative just kept saying sorry if you want cameras support I must pay for upgrades and were forced to upgrade yet not adjusting the price for features we as customers expected and pay for

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this to our attention. We understand your concerns and will review your situation. Someone from our team will get back to you as soon as possible.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because there has been no solution, just delaying the process.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/08/2025

  Your complaint was reviewed during our manager meeting this morning, and a dedicated manager has been assigned to personally handle your case. She will be reaching out to you shortly to discuss the issue in more detail and work toward a resolution. We appreciate your patience.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: *****************************************************************************************************************************************************
  I am rejecting this response because the underlying issue has not been resolved. I do not believe that the case should be closed until the matter has been properly addressed. Simply informing me that the complaint has been forwarded to a member of management is not a solution. However, I do appreciate the update.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 04/10/2025

  We called on the 8th to discuss your concerns but nobody answered. Please return our call at your convenience.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: *****************************************************************************************************************************************************
  

  Im rejecting this response because you asked me to call back, but when I got the voicemail, the guy was talking so fast that I barely understood what he said. I was also told he would call me back, so Ive been waiting. Additionally, Id appreciate it if you could provide me with the number I should call, who I should ask for, or an extension number. These details would be helpful. 

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

  

  Business Response

  Date: 04/15/2025

  Our agent called again today and was unable to reach you. You can reach us at ************.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23138886
  
  I am rejecting this response because this is a false statement I did not receive any call I do not have any missed calls as well I can send screenshots or I can request a call log from provider if needed 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/21/2025

  We have tried reaching you several times. Please return our call at your convenience.

  Customer Answer

  Date: 04/22/2025

  Hello Better Business Bureau,

  
  

  Despite the repeated false claims regarding multiple attempts to contact me, I have only received one call. As previously mentioned, I would be happy to provide my call log, which I can request from my phone provider to provide documentation regarding the lack of calls. However, I did contact the number you provided in your previous message.

  
  

  The representative I spoke with exceeded my expectations. She was genuinely concerned and wanted to assist me in any way possible. She offered several suggestions, but unfortunately, they were unable to provide the solution I needed due to my concerns. However, she was able to resolve the issue and provide me with a replacement. She was also very informative to ensure I understood the necessary steps to swap out the equipment without any complications.

  
  

  Currently, I am awaiting the delivery of the equipment, which I have been provided with a tracking number for. In regards to the following complaint ID ********, I find that this resolution is satisfactory to me.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:03/26/2025

  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 security system advertises that it is integrated with ***** to control their security system. In order to do this, you have to sign up to the pro plan for an extra $15/month. We've had the system for around 3 years and paid the extra $15/month specifically to have the alexa ******** I've tried many times to set up this integration with no luck, thinking it was user error on my end. I ******* decided to contact their customer support for help and was told that the system we have is not capable at the time and they are working on it and I would have to upgrade to a new system for this function. When I started asking questions about the new system they then told me that it was also not able to connect to ***** and they were working on that too. I asked for a refund for the $15/month we've paid over the last 3 years and was told no, because that also got us a lifetime warranty for our system. I am not concerned with the lifetime warranty, I wanted the ***** ************ that is why we opted for the additional fee. This is advertised as an available function on all of their systems, including the one we have. It's advertised on the ****** app store, their website, and all review sites. After reading the reviews in the ****** play store, I see that every other customer is experiencing the same issue. This seems like false advertising to me and they are trying to refuse to make it right by attaching a warranty to the extra fee to protect themselves, expecting their customers to just give up out of frustration.

  

  Business Response

  Date: 03/28/2025

  We were unable to locate an account using the information provided. Please provide the account number or the monitoring address.

• Initial Complaint

  Date:03/24/2025

  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 am writing to express my deep disappointment with the lack of service and communication I have experienced with Cove Security. After a recent break-in, I discovered that my security cameras were not functioning and the company knew that and did not provide a statement to customers, despite my reliance on your system for the safety and security of my property. To make matters worse, I had requested assistance and a follow-up from your team, but no one has reached out to address my concerns.I trusted Cove Security to provide reliable protection, yet I was never informed of any changes or issues with my cameras. This lack of transparency and support has not only caused significant frustration but also undermined my confidence in your services.Given the circumstances, I am requesting the following actions to be taken promptly:Replacement and proper installation of all non-functioning security cameras.Reimbursement for the last six months of service fees, as I have been paying for a service that failed to deliver the protection I was promised.This situation has been both a waste of money and a major inconvenience. I expect ************* to stand by its commitment to its customers and rectify this issue without further delay. Please respond within seven business days to confirm the steps that will be taken to resolve this matter.

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out and sharing your concerns. Your security and satisfaction are our top priorities, and we take this matter very seriously.
  Our team is currently reviewing your case, and we will get back to you within the next few days with a resolution plan. Please rest assured that we are committed to addressing your concerns and finding a suitable solution.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23111590
  
  I am rejecting this response because: There was no solution provided.  I look forward to receiving a solution to my security issues. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/31/2025

  Your account will be reviewed during a manager meeting tomorrow morning. Afterwards a manager will get in touch with you to discuss a resolution.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23111590
  
  I am rejecting this response because: I still have not received  a call from a manager.  I am asking that my cameras be replaced free of charge and that I am reimbursed for the months that I have been without cameras as we had a break in and could not provide footage of who broke our window. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/08/2025

  Weve reached out by phone, email, and text. Please respond through any of these channels so we can work together on a resolution.

• Initial Complaint

  Date:03/23/2025

  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.

  We canceled our Cove subscription over a year ago. In the last month, Cove has tried to charge us for the time since we canceled to the present. No attempts to charge for over a year then now trying to take over $200 for a service we canceled.

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to us regarding this billing issue. We sincerely apologize for any confusion or inconvenience this has caused.
  Our team is currently reviewing your account and will get back to you as soon as possible with a detailed response. We appreciate your patience and will work to resolve this matter promptly.

• Initial Complaint

  Date:03/19/2025

  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 bought the Cove system on February 26th 2025 and received it three days later. On March 1st I started trying to install the system but the hub and touch panel never connected/synced. So in March 2nd at 4am I reached out to *********. I worked with **** *** for almost three hours doing the same things over and over again. She told me she could see the Hub but not the Touchpanel. I asked her to send me a replacement touch panel as this one clearly doesn't work. She left me in the chat for 30 minutes before I had to call Cove and was promised a new touch pad within 3-5 business days will 5 phone calls and three weeks later I still don't have that touch panel. Every person I spoke with lied to me about the order. I was out of the country and had to fly back because my house didn't have a working Cove system. The today to make thing worse they tried to charge me 3 times for a services that are not setup and running. When I asked for a refund for the system the agent was like "No no let me make this right for you. I can get the panel expedited for you." Really! I have been told they don't have overnight shipping. One in this company communicates with each other and you can save the supply chain BS because I know you're holding on to those touch panels for new customers only and s**** over the one who's money you have already taken.

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience this has caused you. Our team is currently reviewing your case, and we will get back to you as soon as possible with an update.
  We appreciate your patience and will do our best to resolve this matter promptly.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23089287
  
  I am rejecting this response because: we are now going into the fourth week since I ordered the Cove system. I still don't have a working security system nor have I received a replacement touch panel. ALL THEY DO IS LIE TO ***** CUSTOMERS. **** told me last week they would send me a new touch panel this past weekend and call me. This never happened.  They refuse to give me a refund and keep trying to charge my CC $32 for services that are not connected nor working. I can get money back from a dead man quicker then Cove will send me my touch panel. I have lost my patience at this point.

  
  
  Sincerely,
  
  Quintanella *******

  

  Business Response

  Date: 03/26/2025

  We tried calling yesterday but we were routed to voicemail. Please return our call when you get a chance.

  Customer Answer

  Date: 03/28/2025

   
  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,
  
  Quintanella *******

• Initial Complaint

  Date:03/14/2025

  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.

  My system had issues, they told me they would send a new sim card, they never did, the system sent a "smash and grab" code when nothing was happening, law enforcement showed up and we had to show it was all ok. I called Cove, they advised they were sending a new unit to replace this one asap, they never shipped it, we received a delay notice, they tried to bill me when it was shut off not working, had to argue that point. Today I did a chat with Rubyelyn and was advised if I ordered a new system today, it would be here in 5 to 10 days from date of order, I have been lied to and my home is not safe and I am tired of being "handled" by employees who read script and don't care. New systems ship now, **** wants to delay me to get a refurbished system when it is available. Jey in the cancel department tried to "handle me" and was refusing to let me talk to a supervisor, acting like there is no one there in charge and that the back office would look at the issue. I am being discriminated against, they know I am a veteran, it is in my file, and I did get a discount on the original equipment and I am a current customer so they are not treating me correctly.

  

  Business Response

  Date: 03/18/2025

  Thank you for sharing your concerns. We apologize for the issues you've experienced and understand your frustration. We take these matters seriously and will investigate your case further. Our team will get back to you as soon as possible to resolve the situation. We appreciate your patience.

  Customer Answer

  Date: 03/19/2025

   
  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:03/13/2025

  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.

  We moved over a year ago, and no longer had a need for Cove Smart services. I have contacted their support team several times, both by phone and live chat in order to cancel my account. Every time, they claim that the department that handles cancellations is unavailable. I finally had to report this to my bank and put a stop-payment on all future charges. The service was decent, but their customer service is negligent bordering on criminal. There is no contract, so I should be permitted to cancel my account whenever I want. This very much appears to be a scam wherein they keep charging customers who are not using their service any longer.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and sharing your experience. We apologize for the frustration you've encountered. We take your concerns seriously and will investigate this matter. Our team will get back to you as soon as possible to address your account cancellation and any issues you've faced. Thank you for your patience.

• Initial Complaint

  Date:03/12/2025

  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.

  I placed an order for a second panel because the first one is not even remotely loud enough to hear through the home. I had to pay extra to get this device, but its been delayed for two weeks. I have called and emailed, but no one is helpful. They keep saying were looking , but never give an actual answer other than it being delayed. I want to cancel this order and receive a refund. I actually want to cancel all of the service and be refunded. I want to go back to SimpliSafe so I can get free cameras too! I hate this company!! Terrible service!

  

  Business Response

  Date: 03/13/2025

  We appreciate you reaching out and understand your frustration. We are currently looking into this matter and will get back to you as soon as possible. Thank you for your patience.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23053900
  
  I am rejecting this response because:
  
  No resolution given, being investigated. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/19/2025

  The panel was shipped last week. An agent will be in touch with you to provide tracking and answer any questions you have.

• Initial Complaint

  Date:03/09/2025

  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.

  Like many other customers who have complained here, and on the ****** Play website, I haven't been able to view any my cameras (indoor, outdoor and doorbell) via the Cove app for weeks. Mind you, this same issue occurred back in mid- to late 2023. Of note, per the ****** Play store, the Cove app has not been updated since 08 December 2021.I called Cove and was told they investigated the current issue back in January, and discovered the firmware for the Kami cameras is not compatible with Cove's app. I asked why customers were not advised of this immediately. Of course the response was unsatisfactory. Then the ** *** sent me an email with several options, but none were to my satisfaction. I was told they could ***lace my doorbell camera for free, but I would have to pay for installation, which is ridiculous. Cove should cover the installation, as well, since the fault lies with the company. I was told they couldn't ***lace my indoor and outdoor cameras. Also, I'd have to use anywhere from 2 to 3 different apps to view my three cameras, which is ridiculous. I'm paying Cove a monthly fee for what? Cove should ***lace all the cameras and cover the installation costs, as well. If Cove can't keep up with the technology, they shouldn't be in business. I pay $29.99/month for a useless security system.

  

  Business Response

  Date: 03/11/2025

  We appreciate you reaching out and sharing your concerns. Our team is currently reviewing your account and the issues you've experienced. We understand how frustrating this must be, and well get back to you as soon as possible with an update. Thank you for your patience.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23042131
  
  I am rejecting this response because: I have no idea how long it will take for the company to allegedly review my case. It shouldn't take long at all since I just called a few days ago. Also, they are already well aware of this current situation, as it has affected many customers. 
  
  Sincerely,
  
  ********* ****** ******

  

  Business Response

  Date: 03/18/2025

  Your account was reviewed today and a manager will contact you shortly.

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  ********* ****** ******