Complaints
Customer Complaints Summary
- 219 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
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:03/12/2025
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 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: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,
********* ****** ******Initial Complaint
Date:03/05/2025
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 Canceled my account in december. The guy had an attitude and I could barely understand what he was saying. After a bunch of back and forth, he said hed cancel the account. As it turns out he did not. After being charged two more times I finally caught it. I called to cancel for the second time and get a refund. The Lady (Phobe) would nto help becuase the guy put nothing in the syste. Literlly as I'm making my complaint, she continues to upsell. And then proceeds to charge me again. In tota close to 75 bucks taken from me of no fault of my own. There was no understanding on their paet whatsoever. Evidenced by her upselling while im flat out telling her to cancel and refund me.Business Response
Date: 03/06/2025
We appreciate you reaching out and bringing this to our attention. We will review your account and get back to you as soon as possible regarding your cancellation and refund request. Thank you for your patience.Customer Answer
Date: 03/06/2025
Complaint: 23025888
I am rejecting this response because: If I accept it, it closes the case. This is but another time waster. Instead of resolving, You've again missed the moment.
Sincerely,
******* ****Business Response
Date: 03/10/2025
The account is being reviewed before a solution can be provided. A team of managers will be discussing the matter tomorrow morning, and one of them will reach out to you soon with additional information.Customer Answer
Date: 03/11/2025
Complaint: 23025888
I am rejecting this response because: It does not resolve the matter.
Sincerely,
******* ****Business Response
Date: 03/14/2025
We have no record of any cancellation request prior to March 5, 2025. The only communication we have on file before that date concerns a past due balance that required resolution. Please provide any documentation that shows you requested cancellation prior to March 5, 2025.Initial Complaint
Date:03/05/2025
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.
Cove has Been supposed To send us a new hub and head unit because the original one we ordered from when the company first started never worked right and I could never get it replaced under warranty. The only way I was able to get this replaced was by driving to Best Buy and threatening to switching over to Ring Security System by Amazon. That was a month ago and I have received two emails about delays and shipments. I have called in seven times and every time I ask to speak to a supervisor they put me on hold for over an hour and then in the call. I was finally able to get a hold of a manager on my sixth call after threatening to unalive myself multiple times.Business Response
Date: 03/06/2025
We appreciate you reaching out and sincerely apologize for the ongoing issues and delays you've experienced. We understand your frustration and will review your case as soon as possible. Our team will get back to you shortly with an update. Thank you for your patience.Customer Answer
Date: 03/06/2025
Complaint: ********
I am rejecting this response because:
I was told by one of your “highest level managers/supervisors” I would be getting a call yesterday(3/5/25) as to an update from the warehouse about my order, I have yet to receive a call and it is the end of the day on 3/6/25
Sincerely,
Brandon YokeBusiness Response
Date: 03/10/2025
The account is currently under review, and a solution will be provided once it's complete. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with more information.Initial Complaint
Date:03/04/2025
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 have been a customer of this company for a few years lately they have been shutting off my equipment without warning then they don’t want to send me replacement equipment I had to buy new equipment the last time they shut off my indoor cameras they told me I couldn’t get a new one without upgrading all me equipment I went on there website was able to buy just a camera ($59.99) they then told me they would reimburse me the shipping cost ($12.99) it’s been almost 3 weeks still have not received the camera or the refund every time I call they keep telling me that it was sent but it hasn’t been sent and my contract was scheduled to end on 3/1/25 now it says it will end on 3/31/25 because I told them that I was going to leave the company the way they are treating me isn’t right I want my refund for the shipping cost and I want my contract end date back to 3/1/25 so I can switch companiesBusiness Response
Date: 03/10/2025
The account is under review before a solution can be offered. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with further details.Initial Complaint
Date:03/03/2025
Type: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.
The cameras dont record correctly. When trying to look at recordings shows outline of camera with a line through it nothing recorded.Unable to access live view from phone app or base stations in house.These problems have been coming and going entire time we have had system. *** came out and the cameras are on their on WiFi now and still not working. I have called tech support at least 10 times with no luck.Wife had her car broke into last night no video and two cameras should have.Business Response
Date: 03/05/2025
Were sorry to hear about these ongoing issues and understand how frustrating this must be. Our team is reviewing your concerns, and we will get back to you as soon as possible to discuss a resolution. We appreciate your patience and will be in touch soon.Customer Answer
Date: 03/06/2025
Complaint: 23013675
I am rejecting this response because: I have already talked with techs and customer service 10 times since installation. Suppose to record all motion shows camera image with line through and no recording App won't show live feed. Wife's car broken into 3-3-24 no video have 2 different cameras with 2 different angles neither recorded anything all blank cameras. We have the cameras on their on Wifi now, everything appeared to work when first installed. Nothing but trouble after first week requested a replacement for Hub was told 80 dollars that's why decided to contact BBB.
Sincerely,
***** *******Business Response
Date: 03/10/2025
Understood. Your account will be discussed in a manager meeting tomorrow and we will be in touch soon with what we were able to find. We appreciate your patience.Customer Answer
Date: 03/13/2025
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:03/03/2025
Type: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 is a major scam. They collect payment no problem, but are unable to fix simple issues. I have contacted multiple times regarding my security camera not recording or even being able to access it at times. Now, amazingly, they sold their cameras to another company, "Kami", which also doesn't work. For the actual security system, I am signed up to receive alerts every single time my alarm is armed, disarmed, or one of the windows and doors with sensors is opened. If I ever actually receive these notifications, it is hours later. This business should be eliminated.Business Response
Date: 03/03/2025
We’re sorry to hear about your experience and understand your frustration. Our team is currently reviewing your concerns, and we will get back to you as soon as possible to address the issue. We appreciate your patience and will be in touch soon.Customer Answer
Date: 03/03/2025
Complaint: ********
I am rejecting this response because:They haven’t done anything. I called and was put on hold for a total of 30 minutes. They told me they would transfer me to a manager and they never did. They put me on hold and each time they returned to the call and said “I already transferred you to a manager.” They clearly have trained their staff to blatantly lie and they are incapable of solving issues. They charged me today - after I canceled my account. Absolutely the worst company I have ever dealt with. They do not solve issues.
Sincerely,
***** *******Business Response
Date: 03/05/2025
The account has been canceled and we have also refunded the last payment that was made.Customer Answer
Date: 03/07/2025
Complaint: ********
I am rejecting this response because: The system was unreliable and it was not fixed after several phone calls.
Sincerely,
***** *******Business Response
Date: 03/11/2025
Understood. Again, the account has been canceled and we have refunded the last payment that was made.Customer Answer
Date: 03/12/2025
Complaint: ********
I am rejecting this response because:Again, I am asking you to provide a refund based on amount of times that my camera and system did not work. As evidenced by all of the proof I've already given and the amount of times I had to contact Cove over the last few years.
Sincerely,
***** *******Business Response
Date: 03/14/2025
We have refunded two additional payments as a courtesy.Customer Answer
Date: 03/18/2025
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:02/13/2025
Type: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 advertised a $100.00 gift card after sign up.False advertising.Business Response
Date: 02/18/2025
We appreciate you reaching out. We are currently reviewing your concern and will get back to you as soon as possible. Thank you for your patience.Customer Answer
Date: 02/18/2025
Complaint: 22936880
I am rejecting this response because:
Sincerely,
***** ********Customer Answer
Date: 02/18/2025
What is the time frame.Business Response
Date: 02/20/2025
Just a few business days. The complaint is being reviewed by a team who will then assign your account to the proper department.Customer Answer
Date: 02/21/2025
Complaint: 22936880
I am rejecting this response because: its been months and multiple contacts to no avail
Sincerely,
***** ********Business Response
Date: 02/24/2025
Our team of managers will be reviewing the complaint tomorrow, and well follow up with you afterward to work toward a resolution.Customer Answer
Date: 02/25/2025
I've been told that multiple times
Sincerely,
***** ********Business Response
Date: 02/28/2025
The gift is in the process of being sent out. Please allow about a week for it to arrive.Customer Answer
Date: 03/03/2025
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. But what are the doing to make this right for all the stress and time?
Sincerely,
***** ********Initial Complaint
Date:02/12/2025
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 called **** to find out why I did not receive the $50 gift card as promised; I am paying for a service I have never used. The representative told me that a gift card would come in a few more days. I told her I had the service for 60 days, and she verified. I told her I had no time to set up the equipment due to other life priorities. I was considering canceling because I have not received the gift cards as promised. She told me on January 28, 2025, that the gift card was coming, and she would switch my plan to self-monitoring to keep me active and ensure I receive the gift card. I checked my email on February 3, 2025; there was no gift card. I contacted **** via chat to ask about the gift card. I was informed that the gift card was forfeited. My concern is taken seriously; they cannot give out the name of the representative who made the change, but the manager will contact me within 72 hours. Seventy-two hours passedno phone call. I contacted **** via chat again a few days ago, and the **** representative said that within ************************************* No manager has contacted me. I contacted **** via chat again and spoke with Leika, and she stated she could not release the names of the people who talked to me. I asked to speak to a manager. She told me I could not talk to a manager. This companys practice is deception. The company reels you with the gift card and never intended to give you a gift card; when you call about it, they persuade you to switch your plan to get a better deal when the company is a *****.Business Response
Date: 02/18/2025
We appreciate you reaching out and bringing this to our attention. We are currently reviewing your concerns and will get back to you as soon as possible. Thank you for your patience.Customer Answer
Date: 02/18/2025
Complaint: 22935081
I am rejecting this response because:
Sincerely,
******** *******Customer Answer
Date: 02/19/2025
I havent been waiting for a follow up from this company since January 28 or 29. I have not heard anything. This company kicks the can. They are deceptive in the practices. They bait and switch. They bait you with the gift card and switch the terms so you dont qualify or find a reason to disqualify you.Business Response
Date: 02/20/2025
We apologize for the delay in getting back to you. An agent will be in touch with you soon to address your concerns. We appreciate your patience and will do our best to resolve this matter as quickly as possible.Initial Complaint
Date:02/12/2025
Type: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.
We have been COVE customers for over 3 years. We have spent alot of money on the system and continued monthly payments to ensure that we receive security coverage for our residential home. We have now encountered, for the second time, our cameras not working and the system not working. When we called COVE, it was explained that the equipment is older and we will need to buy new equipment in order to have a full functioning security system. COVE never sent out any communication regarding equipment upgrades. It is left on the customer to hopefully notice that the security system they rely on is no longer working. When we have brought up this communication gap to COVE they just say they just recently knew about the equipment not working; which, again is another risk and concern for the customer. In order to get the equipment to work again, we have to purchase new equipment. This entire process has felt like a scam and a risk not only for the company but for our family who relies on this for protection. The lack of communication regarding equipment that we rely on for security purposes is awful and without diligence from the consumer, you would never be notified. You will continue to pay for a security system that doesn't work and pay for additional equipment upgrades every year. We will be cancelling our subscription and finding a company that puts our security and safety as a priority and mitigates risk not only for the business, but the consumer.Business Response
Date: 02/14/2025
Thank you for sharing your concerns, and we truly apologize for the frustration you've experienced. We understand how important security is, and we regret that we didn't meet your expectations in terms of communication and system reliability. We will review your case and get back to you as soon as possible to address the issues you've raised. We appreciate your patience and the opportunity to resolve this matter.Customer Answer
Date: 02/18/2025
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,
***** ********
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