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:02/12/2025

  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.

  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,
  
  ***** ********

• Initial Complaint

  Date:02/11/2025

  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 customer for a good while now. Purchased the the only system available from Cove at the time. Cove simple. We bought a touch panel, 16 sensors, 2 motion detectors, 2 remotes and one extra siren. Decided we would like to see if we were able to add an additional touch panel. Contacted Cove since I had $175 equipment credit on my account to see what was possible. I was told if I wanted more than one touchpad panel I would need to purchase the Cove Connect, a hub and another touch panel. My very first question was will my existing panel work with the new hub. I was told of YES. I questioned that reply a few times asking are you sure my current panel will work with the new hub system. Their reply was YES. So feeling they knew what they were talking about I went ahead and ordered the Hub and new panel. Received the equipment and contacted to get assistance with installation. The individual I worked with was extremely helpful. The first thing I asked him is what do we need to do so my existing panel will work with the new system. He informed me that that panel will not work with the new hub. I was not pleased but told him I would get with customer service to rectify. After setting up new system I called the support number to talk to a customer service rep. I was put on hold forever, so I thought I would give CHAT a shot. Going through 4 CHAT rep's and trying to explain myself I got frustrated and gave up. All of them seemed not to understand my issue. I finally asked one of them to have a manager call me. Was told COVE can call out to assist me to call the support #. I called and was put on hold again. The recording said to press 1 and a rep would call me back when I reach the top of the cue. REALLY? I am still waiting for that call. After many more emails offered for my trouble 30% off on new panel. Still no reply. The only thing I am asking for is they send me an additional touch panel free of charge to replace my old one I was told would work with the new system.

  

  Business Response

  Date: 02/14/2025

  Thank you for sharing your experience, and we sincerely apologize for the frustration this has caused. Our team will review your case and get back to you as soon as possible to resolve this matter. We appreciate your patience and understanding.

• Initial Complaint

  Date:02/05/2025

  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.

  Feb 3rd thru Feb 5th

  

  Business Response

  Date: 02/07/2025

  This agreement was already canceled and the past due has been waived. Please contact us directly with any questions.

• Initial Complaint

  Date:02/04/2025

  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.

  I have been with Cove since 2020. In the last 2 months, one of my door sensors has gone bad. 2-3 times a day I will get a loud audio message from my panel saying "Front door surveillance loss." I have spoken with their customer service, who recommended that I change the battery and repair the sensor. I have done both, and I still have this same problem. I called Cove customer service on Feb. 4, 2025 The first call I was hung up on mid-call. I called back and sat on hold for 5 min to connect with someone new. I got to speak with Mark (refused to give last name). I let Mark know my problem clearly and calmly with all of the above details in the first 2 minutes of our call. Our call was 40 minutes long as he put me on hold several times and then would ask me questions like when I got the sensor (2020), what is wrong with the sensor (already stated), and what I have done to fix the sensor (already said). I was just looking to find out how to get the sensor replaced. I also had other things I was looking to find out but was unable to touch those subjects over 40 minutes on the phone. I asked again at the end of our call to speak with another CS rep and was told that they would call me back in the hour. I was told this at 10:12 am today. I am writing this following my interaction with Cove CS. -I am looking to have a bad sensor replaced -I need my log-in information, as that doesn't seem to work now. -Find out if my 2020 display can be paired with my already owned Eufy cameras. -If I need to upgrade my 5 year or panel -Looking to get 2 flood sensors

  

  Business Response

  Date: 02/07/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've experienced, and we appreciate your patience. Our team is reviewing your case, and we will get back to you as soon as possible with a resolution regarding your sensor replacement, login assistance, and product inquiries.
  Please know that we are committed to ensuring your system works properly and will do our best to address your concerns promptly. If you have any additional details to share in the meantime, feel free to reply to this message.

  Customer Answer

  Date: 02/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********  I was contacted after 6 days by customer service to replace the sensor. 

  Sincerely,
  *****

• Initial Complaint

  Date:01/20/2025

  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 have been a customer of their home security system for the last several years. Until the last year or so, we have been very satisfied. However, the app which is associated with our system has only worked partially for quite awhile. We have contacted the company on many occasions both on chat and telephone as the app does not allow us to control some parts of the system. We cannot change any settings such as on/off and sensitivity features. We mostly are told that their tech department is aware of the problem but don't know when the problem might be resolved. The problem has existed for many months. On one occasion, it was suggested that we buy the newer version of their system which has a different app that is apparently functional. We have repeatedly asked for an alternative solution but have been offered nothing except an apology for the inconvenience. This is more than an inconvenience as we continue to pay full price for a monthly monitoring service that is only partially working. We feel that given the length of time that has elapsed, the company should offer a better solution.

  

  Business Response

  Date: 01/21/2025

  Thank you for bringing this to our attention. We understand your frustration. We will review your concerns and follow up with you soon to address the problem and explore possible solutions. Thank you for your patience as we work to resolve this matter.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22836489
  
  I am rejecting this response because: I continue to wait for the company to contact me as they promised to do.I still cannot access settings associated with their security system.
  
  Sincerely,
  
  Robert Gresen

  

  Business Response

  Date: 01/30/2025

  We spoke with Robert on the 29th and followed up with a call on the 30th, which went unanswered. Please have Robert return our call at his earliest convenience so we can ensure his needs are being met.

• Initial Complaint

  Date:01/18/2025

  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 initially called to cancel my account in July 2024, but the situation appears to have been mishandled.During my call in July, the agent informed me that if I accepted a two-month credit and the new homeowner did not transfer the service into their name, my account would automatically be cancelled. Based on this understanding, I accepted the credit. However, upon speaking with an agent on January 14th, I was informed of a completely different policy, and the notes on my account contradict what I was told back in July.Furthermore, I never received any written confirmation or email detailing the terms of the agreement, nor was I advised that I had a specific timeline to call and cancel the account. This lack of clarity has resulted in unexpected charges, which I feel are unjust given that my initial intent was to cancel the service in July.I kindly request that these charges from September to December be reviewed and credited, as they stem from a misunderstanding due to inconsistent and unclear communication. I trust that you will look into this matter fairly and work toward a resolution.

  

  Business Response

  Date: 01/20/2025

  Thank you for bringing this to our attention. We understand your frustration and the importance of resolving this issue. A manager will review your account details and the communication notes and will get back to you soon to address your concerns.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22828196
  
  I am rejecting this response because:

  It is so far an acknowledgement of the issue, but no resolution was provided. I await the response from the management that will take a look at this issue and provide next steps to make this right.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/23/2025

  As discussed on the phone, your account has been canceled, and the final payment has been refunded. Thank you for choosing Cove, and we wish you all the best!

• Initial Complaint

  Date:01/16/2025

  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 have been trying to reach the cancellation department for 2 weeks straight, Im currently on hold trying to cancel my account with this company, *** never experienced customer service this bad, this is the worst company! I want my account cancelled and I want to return their equipment!

  

  Business Response

  Date: 01/17/2025

  We apologize for the frustration and inconvenience youve experienced. A manager will review your request and get back to you shortly. Thank you for your patience.

• Initial Complaint

  Date:01/14/2025

  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.

  This company is an absolute scam. For one customer service is zero help and youll never be able to get thru.. When you do they lock you into paying monthly and never let you cancel. Ive called multiple times about canceling since I havent used my system in over a year and still Im unable to get anyone to cancel my subscription. But they sure are quick keep on charging you. Terrible company I recommend you go elsewhere.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out and sharing your concerns. We apologize for the frustrations you've experienced. A manager will review your situation and get back to you soon to assist further. We appreciate your patience as we work to address this.

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  Ive tried cancelling my service since August of 2024. I originally removed my payment method, and was simply left with several months of unpaid bills. I paid those bills and brought my account up to current spoke to someone on the telephone and informed them of my desire to cancel - I was assured I would be cancelled. However I was charged again in October and then again in December. Cove requires a telephone call to cancel their service, however when you take the option to cancel, youre immediately hung up on. If you take the customer service option no one ever answers. Making it impossible to speak to someone in order to cancel.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've encountered while trying to cancel your service. A manager will be in touch with you shortly to address your issue. We will do our best to assist you and resolve this matter as quickly as possible. We appreciate your patience.

  Customer Answer

  Date: 01/16/2025

   
  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:01/13/2025

  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's cameras have been down due to a "technical issue" for 10 days now, this is utter crap and basically denial of service... I am unsure what exactly they have doing work on their infrastructure but to not be able to roll back something that is clearly a screw up and to deny the service that I pay for (alerts and being able to view live camera feeds) is utterly atrocious. I work as a software engineer and if something I did caused this and I didn't have it fixed in less than 10 days I would expect to be fired and litigation inbound.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We understand your frustration and sincerely apologize for the inconvenience caused by this issue. A manager will be in contact with you soon to address your concerns and provide an update. Thank you for your patience.

  Customer Answer

  Date: 01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because: it does not fix the issue at all.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 01/16/2025

  As mentioned previously, we are calling to resolve this over the phone, not through a third party platform. Please speak with the manager who is attempting to reach you.

  Customer Answer

  Date: 01/20/2025

  
  Complaint: ********
  
  I am rejecting this response because: I screen calls and do not answer numbers that I do not recognize, no voicemails have been left, and all calls I've gotten in the last few weeks from unknown numbers are flagged by google as potential spam. Additionally what good is a manager call going to do given that it will not fix the issue of the cameras still not working. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 01/22/2025

  As we discussed over the phone, our development team is actively working to resolve this issue. In the meantime, we recommend downloading the Kami app and pairing your cameras to access live footage. To ensure you’re not charged while we address this matter, we’ve credited your account with two months of free service. Thank you for your understanding and patience as we work to resolve this.

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because: their "solution" is for me to download a different app and in turn I would have to pay that app for cloud storage of videos and I don't even know if it has motion detection alerts for the cameras, not to mention getting a ladder to get up to the ceilings and pair all the camera to the new app... How about fix the old ones since there was no reason other than if you are a dbag and are doing it for greed to take away the functionality.... Maybe they should just replace all of them with working ones and pay for them to be installed since I already paid for it the first time
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 01/31/2025

  We understand your frustration and appreciate your feedback. At this time, we’ve provided the best solution available, and we want to remind you that we’ve also issued a two-month credit as a courtesy. If there’s anything else we can do to assist you within these parameters, please let us know.

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: you still charged me in january despite my cameras being broken for all but 2 days of the month.... your solution doesn't fix the lack of cloud storage w/out paying on the other app as well.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 02/07/2025

  An additional month of free service has been given. Please contact us directly with any additional questions.

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: What happens if the issue is still not resolved when the 2 months of credits run out, it does not seem like there is any urgency to resolve given that in the over a month that it has been most companies I know could rebuild the service and servers from scratch if needed.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 02/14/2025

  We are working on this as quickly as possible. If the issue isn't resolved before the credits run out we will address it at that time.