Complaints
Customer Complaints Summary
- 219 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/10/2022
Type: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.
Purchased this security system upfront and paid for all the equipment out of pocket. Was great for about a year and now I have already had a replacement panel and it worked about 3 months and now the same issue over and over again. This system will not stay connected to the cellular service and now I’ve got a system that may or may not protect my home.
Business Response
Date: 07/15/2022
We had a supervisor reach out to customer. We were able to address customer's concerns and clarify information. We have determined that a Verizon panel will be the best suit for customer's circumstances. We created an order that includes a Verizon carrier Panel and it will be shipped soon. We credited account to compensate customer.Customer Answer
Date: 07/15/2022
Complaint: ********
I am rejecting this response because: Until the panel has been received and it adequately provides a satisfactory resolution of the ongoing problem, this should not be closed or considered complete until that time.
Sincerely,
***** ******Business Response
Date: 07/22/2022
The customer received a Verizon panel yesterday and this was successfully installed. We've addressed all customer's concerns.Initial Complaint
Date:06/28/2022
Type: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.
Received my system and installed. Website states verizon and my panel is trying to connect to at&t wich is very poor in my area so the panel consistently disconnects. When I called I was told it could take 30-60 plus days to get a new one and they did not know if it would be another at&t or verizon because they do not have them marked and you get whatever they send. I also received equipment they was probably used and returned. The instruction say to remove the slip for the battery and there was none in any of the items and I have already received messages about checking the battery. I also have motion sensors that are not working. I pay for the premium service and expect the service that I pay for and if the panel will not connect there is no monitoringBusiness Response
Date: 07/01/2022
We had one of our supervisors reach out to customer. She was able to address customer's concerns and clarify information. We will be working to provide a new Verizon panel as soon as we have the inventory in our warehouse. As a result, we have taken the following actions:
The 60-day trial will start once the customer have received and installed the new panel.
We have issued 4 months of monitoring in her Cove account.
And a refund for the amount of $29.81 has been issued to the customer's credit card. (This is the first month of monitoring she paid at the beginning).We will keep following up with customer until all her system is up and running.
Initial Complaint
Date:06/06/2022
Type: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 bought my system in March because I was moving over a thousand miles from my family alone. I needed it for a sense of security. I moved in my place 4/28/22. Set up system; wrong camera. Was told that I had to send other camera back and sent the correct camera. Not a complete system set up without the camera. The promotion was free monitoring for 60 or 90days. Well I was sent a **** in May. Now that camera is set up, it is constantly going off saying someone is tampering with the doorbell. I attempted to look at who it was but you cant look at your still photo because of an aggressive ad to by cove cloud. For $25 a month, I thought this was included. No option to use your own cloud service. I feel very unsecured utilizing this system. Called customer service to explain my dilemma and to question what am I paying $25 a month for. *******(csr) said for monitoring your sensors, cloud service is additional. I have one sensor; one! I explained my dissatisfaction with the service and he immediately said you know you own the equipment now but I can cancel your service. I want my refund. There is nothing secure about this service unless youre spending $70 monthly. Im disabled on a fixed income.Business Response
Date: 06/07/2022
We had a supervisor reach out to the customer. She was able to address all customer's concerns, and clarify information on how the cameras and the 7-day cloud storage work with our Cove app. Customer was compensated for the time she was not able to use the system correctly.Initial Complaint
Date:05/22/2022
Type: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 home security system through Cove and it arrived around 410 2022. When I ordered the system I ordered two indoor cameras, During the ordering process I was given the opportunity to choose which of the two cameras was my free camera, and I chose the indoor camera. Upon installing the camera doorbell camera it was very unreliable and triggered very often, as well as knot tying into the Cove app intuitively. I reached out to customer support to explore my options, and asked for return was an option, in addition I clarify that the camera doorbell was the one that was actually paid for. I was a Assured this was the case, When was issued a return label and mailed the camera back in its original box for a refund, so I could purchase a doorbell cam that fit my needs since kami didn’t work well with the cove app as it is. Upon sending the camera, I didn’t hear anything from Cove and finally reached out to them today. 4-22-2022. I spoke with a representative named Stephanie, and she investigated and clarified that the camera doorbell was my free camera on her end and no refund would be issued. I explained my ordering process, and that the last representative told me that was not the case. I also elaborated that I did not make sense for me to send back a piece of equipment I had gotten for free. She said she would provide documentation, and she sent me an order summary, however on the summary is no place specified which of the two cameras was my free one. Instead she redirected me to the webpage and asked me to create a new order to see the generated totals. The problem is this is that it is not documentation from my original order, it was not the information I was given, additionally I checked my email and there’s no place and says that what Stephanie told me was true. I told her that the resolution was not satisfactory, and she offered to send me my own camera back for a $10 fee. I told her this wasn’t acceptable, and she offered me a one month bill credit only.Business Response
Date: 05/24/2022
We have a supervisor reach out. We were able to addressed customer's concerns. We issued a refund to his credit card on file.
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