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:01/12/2025

  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.

  To whom it may concern I have made several calls regarding **** not fulfilling its contractual obligation for its original customers. My system is beginning to ware out (only after a few years) and every item I try to get from cove is not compatible with my current system and cove if NOT providing solutions for older customer base.I have to buy a new doorbell and the eufy bell is not supported by the current Cove system. I had a smoke/carbon detector fail and the new detector (only smoke since you no longer have the dule detectors) is not compatible with coves base system. I now have another detector that failed and a water detector that keeps failing to connect and I dont even want to go through the hours of troubleshooting only to have them replaced with items that are not compatible.And now Cove is UPGRADING its system so now all of my outdoor and indoor cameras are not being supported . . . and the solution from Cove is to get the app from the manufacture and have another app . . . SO for the security system I have through cove and the contract to support an all around system will take 3 apps so I can have my home, my entry way and all my cameras monitored. And with the upgrade to the system Cove had to know they was going to take all the customers with the older cameras off line and NOT be supporting them going forward. And this was done with NO notification so we had to spend hours on the phone yet again trying to trouble shoot a known issue.

  

  Business Response

  Date: 01/14/2025

  Thank you for reaching out. We sincerely apologize for the inconvenience and frustration you have experienced. A manager will be reaching out to you shortly to discuss your concerns in more detail and work toward a resolution. We appreciate your patience and understanding.

• Initial Complaint

  Date:01/09/2025

  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 purchased a *************** in late 2020, and we immediately experienced issues with it. *****, a ****/Cove authorized dealer, replaced it for us, but the problems didnt stop there. Every year since, **** had to deal with recurring issues. Each year, **** had to call a Cove-authorized appliance technician to come and fix the machine.Weve consistently reported these problems to Cove/Wolf, and despite the repeated issues, theyve refused to replace the dishwasher. Over the years (2020, 2021, 2022, 2023, 2024), **** had at least two service calls per year where technicians have had to replace failed parts. Knowing their product was defective, Wolf/Cove extended our original warranty until 2027. However, they still refuse to provide a replacement machine, even though the issues ********** 2025, were now facing yet another pump failure, further proving that the issues with this machine are ongoing. As a family with two young children (ages 4 and 2), we rely heavily on this dishwasher and cannot afford to be without it for weeks at a time while waiting for parts and repairs. This has been an incredibly frustrating and disappointing experience, and I believe it reflects poorly on Wolf/***** commitment to customer service.If I had known about these persistent issues, I would have purchased a lower-cost dishwasher at a fraction of the price. At least with a less expensive machine, Id have expected it to last only a few years and could easily replace it. Instead, we invested in a high-end Cove dishwasher with the expectation of quality and reliability, but weve only encountered repeated failures and subpar customer ********** seeking the *********************** assistance in resolving this matter, as Wolf/Cove has failed to provide a satisfactory solution despite years of ongoing problems.Thank you for your help

  

  Business Response

  Date: 01/10/2025

  We do not sell dishwashers. We are a home security company. We believe this complaint was intended for another company that is also named Cove. Please remove it from our profile.

• Initial Complaint

  Date:12/30/2024

  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 had issues with this company since weeks of me getting this system 2 years ago. They have failed to have police respond when needed or give me a call when my alarm goes off Yesterday I accidentally set off the duress alarm and the central station called me and canceled the alarm. No police ever sent. Per cove this is a silent alarm and they no one should have called me. I spoke to central station and they stated coves policy is to call the customer. They also failed to call me during a medical call. I have many issues with this system. I want my money back or I'm going to file a case with a lawyer. This is false advertisement. This company has many issues.

  

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention. We've connected with the customer, and our team is actively working to ensure all of her concerns are fully addressed and resolved.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22747363
  
  I am rejecting this response because:
  They still have not confirmed that they have fixed the issue. A manager did call me and said she would follow up but has not followed up with me yet. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/09/2025

  We apologize for the delay; the manager youve been working with is currently out of the office. Theyre aware youre waiting to speak with them and will reach out as soon as they return. In the meantime, if theres anything urgent, another manager is available and happy to assist you.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22747363
  
  I am rejecting this response because:
  The manager hasn't been gone. I finally called them today and she emailed me that they are working on the issue but it may take time. 

  They have done this before and not resolved the issue. They can fix the problem or cancel my account and refund me and ill return all my equipment in the original box 

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

  

  Business Response

  Date: 01/13/2025

  We apologize for the delay. Someone should be reaching out within 24 hours.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22747363
  
  I am rejecting this response because: someome said they would be reaching out from the corporate office today. Her name was ***** via online chat on fb. Still not resolved 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/16/2025

  We apologize for the delay. She will be in touch with you shortly.

• Initial Complaint

  Date:12/30/2024

  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.

  Got a security system as an early Christmas gift. Immediately had issues. Couldn’t contact customer service for help setting up for days. Finally waited a few hours on my day off and got a supervisor who tried to fix everything but it ended up being unsuccessful. He had said if the issue happened again I could reach someone by email more easily to get a replacement sent out. Been emailing in for weeks and guess what? No response. They’re unreachable. Some of my sensors are not working. I want the sensors replaced immediately. I want a partial refund of what we paid due to these issues and 2 months of free monitoring so I can see what it’s like to have a WORKING system and decide if I’d like it.

  

  Business Response

  Date: 01/03/2025

  Thank you for bringing this to our attention. We have reached out to Ms. ******** directly. Thank you.

• Initial Complaint

  Date:12/20/2024

  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 purchased a system from this company. It has not worked as promised since installed. I have contacted their technical support numerous times by telephone and via email. I get minimal responses only asking for basic details and no answers are given. I am promised calls back by a supervisor and never receive the call back. I am promised credits for what I have been charged. No credits are given but charges for a service that is not being provided are made monthly. I am only asking for a system that functions as promised and paid for but that is not being delivered by the vendor.

  

  Business Response

  Date: 12/20/2024

  Thank you for reaching out to us. We sincerely apologize for the difficulties you’ve experienced with your system. We will review your account and the issues you’ve outlined thoroughly. A team member will get back to you shortly to address your concerns and work towards a resolution. Thank you for your patience.

• Initial Complaint

  Date:12/12/2024

  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.

  Our tenants moved out on 6 December 2024 out of our rental property *************************************. They moved out on bad terms during eviction this past week. We have a COVE security system installed on the house and I accidentally armed it when I showed it to a new tenant. In that moment I realized I did not have the code to disarm. The house is currently armed with no way to disarm. We were able to go out a door that does not have sensors. I'm dumbfounded on what to do. My husband and I have both tried calling the security company and we spoke to multiple representatives and they cannot wrap their brains around the fact that we do not have the verbal password from our tenants so they won't do anything for us. They won't disarm the house and they won't allow the account to be changed to us or the new tenant who is supposed to be moving in on Sunday. I asked if I could send the deed to the house and the eviction paperwork and they will not take that. They will only take the passcode from the tenant and other verifying information from her, which she has not responded.

  

  Business Response

  Date: 12/18/2024

  Thank you for reaching out and providing these details. We understand the frustration youre experiencing with this situation. A manager has been informed of your situation and is currently reviewing your account. He will be in touch with soon to get this resolved.

• Initial Complaint

  Date:12/04/2024

  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.

  This company is trying to take money from me. For monitoring a security system that isn't even set up yet

  

  Business Response

  Date: 12/06/2024

  The system was delivered on November 1st, and as outlined in the agreement, billing began shortly thereafter. Since this is a DIY system, installation is the customers responsibility. As a gesture of goodwill, we have applied a credit for one month of service to the account. If you have any questions or need further assistance, please dont hesitate to reach out to us directly.

• Initial Complaint

  Date:12/01/2024

  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 signed up for Covesmart two years ago and part of the plan features was a Price Lock guarantee. On Nov 1, 2024, **** raised my prices without any notice and against the price lock guarantee they promised. I contacted customer service and they said they would fix it but again, I was charged the higher price this month. I would like a refund of the over charge and my price returned to the original promised monthly price

  

  Business Response

  Date: 12/04/2024

  We have spoken with Mr. ****** and we arrived at a resolution. Thank you.

  Customer Answer

  Date: 12/05/2024

   
  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:11/29/2024

  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 purchased a ******************** a few years back. I have been charged $24.99 monthly for premium monitoring, which includes use of the app.Cove no longer supports the app for the original system, and only supports the newest version of the app, with the new system. I have been continued to be charged $24.99 a month for a service and app that isn't supported or secure anymore. When I told **** I wanted to release my alarm panel so I can at least give it away, they refused and said the panel cannot be removed from my account. So, I've paid for a full security system that is now no longer supported via app which is what was in the terms and conditions, and I'm being told to buy an entire new system with them, and they won't even let me give my panel/system away.I want a refund of at least the amount I have been paying towards cove since the app became unusable in December of 2023, which is $224.93.

  

  Business Response

  Date: 12/04/2024

  Ms. ******* was able to use the application until she recently upgraded her phone, which caused compatibility issues. We offered her a different system compatible with her new phone, but she declined the offer. Since she was unable to use the app for less than two months and a three-month past-due balance was already waived, we are unable to provide a refund.

• Initial Complaint

  Date:11/29/2024

  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.

  I received a notice from Cove Smart That My rate was going to increase in October from $27.99 to $29.99 per month so I called Cove and told them to cancel my service and was told if I did not cancel that my rate would stay at $27.99. In October they only took $27.99 which was fine. On November 28 a charge on my credit card popped up and the charge was $29.99 even though I was told my monthly rate would stay at $27.99. I called Cove and cancelled my account, but Cove charged me another $29.99 for a cancelation fee because I didn't give a 30-day notice. I told the agent to remove the charge but was ignored. I was never given any Notice that my rate was going up they just charged my ******* account was cancelled but I do not agree with the two charges of $29.99 for another month of service and a cancellation fee. The agents Cove use is very hard to understand since the English they try to speak is very poor and hard to understand. I want a billing adjustment of $58.98 (refund) for the charges that should never had been on the bill.

  

  Business Response

  Date: 12/04/2024

  Your last two payments were refunded by our customer service team on December 2nd. We appreciate the time you were with us and wish you all the best.

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  The complaint I filed has been resolved. Thanks for the help
  
  Sincerely,
  
  **** ****