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:11/26/2024

  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.

  I purchased a cove security system it arrived 11/25/24. ****'s website, sales material and more expensive monitoring options states ************ is available. I tried to set up ***** and it did not work, I called technical support and they advised ************ IS NOT available yet despite what their materials state. This is misleading and inaccurate and false advertising/info. In addition some of my system is on backorder.

  

  Business Response

  Date: 11/27/2024

  The panel you purchased is a brand-new product, and integration with ****** and ***** will be available soon. In the meantime, all other Cove products are fully compatible with ****** and *****.
  Wed be happy to discuss alternative options that might better suit your needs. Please let us know a convenient day and time, and well arrange for someone to reach out to assist you further.

• Initial Complaint

  Date:10/24/2024

  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 began the process of activating my upgraded security equipment with Cove Smart on August 30, 2024. Initially, I spent over an hour chatting with customer support, but the issue was unresolved. I then called technical support and spent another hour on the phone, again with no success. During this call, I informed the representative that I was leaving the country and needed the system to be operational so that my home wouldn't be left unsecured. Instead of resolving the issue, I was told to reach out again when I had more time.I reached out again on October 24, 2024, chatting with two different representatives for over two hours, but the system is still not activated. Despite explaining the issue to each new representative, they referenced confusing notes from previous reps. **** resulted in wasted time as they did not take the time to fully understand the issue and perform their own troubleshooting steps. It was only after my continuous probing that they realized they were solving the wrong issue. Instead of getting to the root of the problem, I was advised to drain the batteries on my hub and touchpads and call back.For two months, I have been paying for a service I cannot use. The representatives I spoke with seemed incompetent or unaware of how to troubleshoot and activate the equipment correctly. **** is far from Cove Smarts claims of an easy-to-install system.I request a credit for the two months of unused service and a call back from a supervisor who can competently activate my system and ensure it works as intended.

  

  Business Response

  Date: 10/29/2024

  Thank you for bringing this to our attention. We have given you a two-month credit and a technical support representative will be in touch with you soon.

  Customer Answer

  Date: 10/30/2024

   
  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,
  
  Matoshia Bias

• Initial Complaint

  Date:10/16/2024

  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.

  **** is harassing a former manager of my business about an account from a closed business that closed 4 months ago. They were told repeatedly to stop calling former employees for a closed business and they only increased. They are calling my former manager upwards of 5 times per day!!!! leaving voicemails that appear they **** dont even know its a voice mail. they act like someone picked up the phone every time like they are trained to pretend they aren't leaving messages. this is pure harassment. it needs to stop immediately!

  

  Business Response

  Date: 10/23/2024

  Please provide us with an account number or monitoring address so we can locate the account you are referring to.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22432399
  
  I am rejecting this response because: I have no idea what the account number is. All I know if my former manager is being harrassed. the email on the account is ************************ No other clue what this is but this business is closed permanently and harassing former employees of a closed business is INSANE. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/24/2024

  The account linked to that email has a past due balance. If we can get that resolved we will make sure the calls stop.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22432399
  
  I am rejecting this response because: You can not harass a former employee of a business over a business debt, first of all. that's 1000% illegal. Second, he's blocked your number so the calls are not being received nor are any voicemails. this business is closed and does not exist. If you have statements or anything showing money owed, email them to the email address on the account. If you try to harass a former employee further, we will take legal action. 

   

  Please forward any information on balances to *********************** and our attorney, ***************** We are represented by counsel. You may not call or contact or harass a former employee of a defunct company. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 10/29/2024

  We are only using the contact information that was given to us at the time of the sale. Again, there is a past due balance that needs to be resolved and if you are able to verify you are the account owner we will redirect all communication to you.

• Initial Complaint

  Date:10/16/2024

  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.

  Our Cove system was purchased back in the latter part of 2022. When we got the system, we were very excited to have it installed however, we had to have someone come back twice to install it and even then it did not work properly. Over the last two years, my wife has repeatedly contacted Cove to try to get the system up and running with no success. Each time she talked to Cove customer service to try to troubleshoot their response was well you havent paid for your monthly alarm system, and she said why should we pay for an alarm system that is not working properly and that you cannot seem to get it fixed for us. The system was bought due to reviews from other people however, the company fell extremely short of being able to provide the service and security that we desired. We acknowledge that goes above and beyond the companies warranty, however due to the fact that we had an ongoing problem, trying to get this matter, resolved with customer service that it exceeded the warranty the product did not perform as indicated, and as a result, we were forced to look elsewhere in order to provide the security and the peace of mind that we needed for us and our home we incurred an expense for a product that did not perform as it should as a result we are looking to have our money fully refunded. We would gladly return all the equipment back to **** with the refund.

  

  Business Response

  Date: 10/23/2024

  We have discussed this extensively with the Flowers'. From the beginning payments were not being made on this account. Despite this, we provided replacement equipment, technical support and account credits. Eventually we had to shut off services due to non-payment. We wish the Flowers' the best, but we cannot provide the refund they are requesting.

• Initial Complaint

  Date:09/30/2024

  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.

  The company Cove Smart LLC, who lists *************************************** sold me a security system. One which I later learned was offline more than online. Then it completely broke in August. I contacted customer service and they said they would send a new one to me, but they did not. I've now been without service for over 45 days, and despite their refusal to honor the warranty and send me a new one, they will not refund the purchase price for the equipment, either. They have told me they "expedited" the order twice. They are still selling new systems on their website, which means they have equipment, but they refuse to give it to me since they have already made their money selling me the defective equipment. They have even charged me a $5 shipping fee for the new equipment which they have not sent. Their initial email saying it was delayed came on 8/22 saying it would be within 5 days of the delay. This was after not indicating a delay at all when I contacted them. I believe they are a scam company which sells defective equipment, then delay tactics to prevent people from receiving the service. I contacted them asking for a refund of the price of the equipment which does not work. They refused to escalate the complaint to a supervisor or to issue the refund, only saying they would expedite the request. A second expedition was offered weeks after the first one. So obviously they are not expediting anything. I offered them to just refund $100 out of the $344 in equipment I have purchased which is useless without the broken control center. I was also paying monthly for monitoring which was not happening. I spent over $500 with this company to not have any security at all. Either they have equipment they are intentionally withholding from me, or they are selling systems to other people they cannot fulfill, one of these must be true. They currently list a "flash sale" on their website.

  

  Business Response

  Date: 10/02/2024

  We apologize for the delay. We have given you two free months of service so you aren't charged while you wait for the delivery.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22358628
  
  I am rejecting this response because I need home security.  2 months does not do me any good, I have a vacation in 9 days and will not be home. I cannot wait until you get it to me 2 months later, so I have secured another security system.  I only will accept a refund of the equipment that was under warranty and you haven't provided.  If my car was under warranty and in the shop, they would have provided me with a vehicle to use.  You have left me vulnerable to attacks.  I will send the rest back without refund if you want, but I want my money for the hub refunded and service cancelled. I have no faith that it would even work if I got it.  

  You continue to offer flash sales on your site, so you are either lying to me or lying to other consumers who you promise security to.  

  
  Sincerely,
  
  Adam Mccloskey

  

  Business Response

  Date: 10/04/2024

  Please let us know if you do not see the package before you leave for vacation.

• Initial Complaint

  Date:09/26/2024

  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 been a customer of Cove alarm for several years. Recently this past year, the panel stopped working, started arming itself while we were sitting in our living room, watching television, and I called Cove to replace it. Cove then sent out a unit attempting to install it only to find that it didn’t work and their equipment didn’t work. Second attempt didn’t work. Third attempt they suddenly realized that they had to send out all new sensors for me to reinstall all over my home. During this time up to today’s date, I had no coverage. YEN hours of my time wasted Cove continue to charge my account for coverage that they were not providing even after (RECORDED call) on my iPad stating they did NOT have my permission to debit my account into this was resolved as they we we’re not providing service to my home. They continued to debit my account and I have now blocked them from debiting my account for September. Cove is now hyper calling me demanding payment for services. They did not provide to my home. I purchased the equipment I own it out right and I do have that confirmed with Cove on a recorded phone call that I made and recorded on my own iPad. The representative from Cove today told me that they have every right to take my money from my account even when I verbally tell them not to because according to her “ that’s how it works”. Clearly the representatives of customer service at Cove do not understand FEDERAL law. When I stated to the woman who I spoke with today that in fact when I tell verbally not to debit my account, and when I tell them that they are not to take a fee and that I will not be paying for services that do not exist that they do not have the right to debit my checking account with my name on it with my money in it. Cove owes me for the months of service that they did not provide they STOLE my money for services they do NOT provide. REFUND me NOW or FTC and CFPB will be contacted with MY recorded conversations with Cove.

  

  Business Response

  Date: 10/02/2024

  The account has been canceled and the last two payments have been refunded. Thank you for using Cove and we wish you the best.

• Initial Complaint

  Date:09/14/2024

  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.

  We bought fire & burglary alarm system from Cove through their website on September 11th, 2024. We paid the money through debit card and it got charged. But we did not get any confirmation of our order. We are calling them from last 3 days and telling them to process our order or refund our money. They are not doing anything. They are accepting that they have received our money but they are not refunding. They keep on saying to give 24 hours & they will refund and It has been 3 days we calling them everyday. After 3 days, we talk to this customer service guy 'Francis'. He was not ready to help at all. Before this we talked to the guy 'Glad' and then a girl 'Sophie'. And 2 other people too. No one is helping us. We are being on calls with them for an hour. They are like thieves, charged our card, but not ready to provide us refund or process our order.

  

  Business Response

  Date: 09/17/2024

  We are unable to locate the transaction in question with the information provided. Please confirm the address that was used when signing up and the last four digits of the card so we can investigate further.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  We have received the refund from Cove LLC.

  So I would like to close this case.

  
  Sincerely,
  
  Simmi Oberoi

• Initial Complaint

  Date:09/12/2024

  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.

  Long story short I paid for products and services and never received them. I have contacted to company who forwards all calls overseas and will not do anything. They have kept my money and not shipped products. They will not call back no matter how many times they say they will and you wait. Then when calling back they say you have to wait more. I should not be lied to and them keep the money. If you promise a service and a product stand behind it and do it. Do not hide behind others and lie, then never follow through this is theft and fraud. I was advised I would have my stuff in 2-5 days, then I was told no it was 3-7 days, then I was told that it would not even be shipped for 3 business days, after 3 business days it is still not shipped, they still have my money and still have not called me back.

  

  Business Response

  Date: 09/16/2024

  We apologize for the delay. We have given you a free month of service. The equipment will arrive shortly. The tracking number is ******************* Please call us with any questions.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22279113
  
  I am rejecting this response because:

  I have reached out to the company many times and have been promised call backs multiple times with no call backs or messages from them. It took many complaints outside of their office to get a response of any kind. Then they say call them after I have many times!

  
  Sincerely,
  
  Bobby Freeman

• Initial Complaint

  Date:09/07/2024

  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.

  I have had Cove for several years now, I decided to upgrade my control panel to the latest version of the system, vice the previous version that I currently have. The order has been placed, payment has been made, but no system. It is now past any reasonable or identified timeframe to receive the system. As of today (Sep 7, 2024), no system and ideal when the system will be delivered. The company has not reached out to me regarding this pending and undelivered order, Any contact I have had with company regarding this has been initiated by me and each time ends the same way with "they will reach out again to their warehouse to see the status". No status is provided to me or a timeline of when it will be delivered. It's one this or take and order and charge for it, and miss the delivery time, but when you cannot provide a timeline of when the customer will receive system, then you need to stop taking orders until you can. My current status, I ordered and paid for a system that I have no idea when I will get. Another issue that bothers me about the support, when you arrange for a monitored alarm system, a secret word is created. This "word" should only be known by the customer and the monitoring system, so why is every help desk/support personnel at Cove required to have the customers secret word before they provide support. Do I need to change my secret word with the monitoring station every time I contact Cove support?

  

  Business Response

  Date: 09/12/2024

  Due to ongoing supply chain challenges and high demand for our products, our warehouse is experiencing slower-than-usual fulfillment times. We understand our customer's concerns, and to expedite the process, we will fulfill their order directly from our office. A supervisor will also reach out to address any additional questions or concerns and ensure a smooth resolution.

  Customer Answer

  Date: 09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If the products were available to be shipped from their other location, then why wasn't it shipped already. Instead, the initial timeline for delivery has gone way past its delivery time and it took a complaint to BBB to get Cove actively involved. I waited a few days to see if I would get an email stating that the items have been shipped, but no notification came and not products has been received. Only more time has passed. So, nothing has changed other than Cove acknowledging that there is a problem, right after receiving a complaint through the BBB. Also, no other contact from Cove has been made. On Cove's website, they have been having a major sale on their products, so why would you have a sale when they have already acknowledged that they're having problems filling orders? Doesn't make sense.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/18/2024

  Again, we apologize for the delay. As we discussed before your account has been credited for next month's payment, so you aren't charged while you wait for the equipment to arrive.

  Customer Answer

  Date: 09/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: Its been a few days now since the companies last response and I still do not have the item or when it will be delivered. The companies customer service is to not respond to customers unless there is a BBB complaint on file. You would think a manager a the customer service division would have contacted me several times by now, but no contact what so ever (phone or email). 

  The company is still having a huge sale on their website, so either they are supplying orders as they come in with no problem and just ignoring mine or theyre having a huge sale and not filling any orders. When is the FTC coming in to investigate.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/24/2024

  The tracking number is ****************** and it is scheduled to arrive today.

  Customer Answer

  Date: 09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: The package did arrive, it was not in a Cove box, but a plain shipping box and the hub had not protection around it, just bouncing around the box. Worked with your support team via chat yesterday where they helped get the system up and they added my sensors. Notice today that when I set alarm to "Away" it always sets it to "Stay", very odd. But it gets worse, even though sensors where added, they system does not see activity from doors and windows. I even set the alarm and open the doors and few windows, according to the Cove system, everything was closed! Contacted the Cove support again today via chat, they said the Senors may not work with new hub and alarm panel. Then why did Cove tell me they would? Why didnt the tech that help set up the system, test the sensors before telling me everything was up? Today's Tech said it would take 5-7 working days to get sensors, I asked how long actually since it took six weeks to get the hub and panel. Then the tech ended the chat why I was still asking questions. Not very professional. Now I upgraded my system, and my home is now unprotected and vulnerable. I have another chat open with Cove, but they dont seem to be responsive. 

  Just told by the new tech Im talking to the prior tech ended support chat, because after a certain amount of time they have to move on to another customer. Ending support due to a timeline, even though the issue still exists. Amazing!

  Where I am now, maybe or maybe not I'll be getting new sensor for the doors and windows, but what about the motion sensors and glass break, I dont know. Currently stuck with a system that is not protecting my home and Im going away for a few days. Good luck to me and my home.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/02/2024

  We apologize for the inconvenience. Our technical support team will be contacting you shortly.

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: got the hub and control panel, but system doesn't work. Was told the sensors will not work with the hub, this is something you should know during the upgrade task. Was told a week ago that new sensors will be sent by their warehouse, this is the same warehouse that could sent the hub and control panel due to supply chain issues. Why wouldn't the Cove hub work with their own sensors, I do not know. But was told a week ago new sensors are on their way. No sensors were delivered, not contact from Cove as to when the sensors will be sent! Unlike the hub issue, these are sensors, there should be a warehouse full of sensors. Looking Less like a supply chain issue and more like a policy and personnel issue

   Pathtic customer support.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 10/09/2024

  The sensors have been shipped and we have provided Mr. ******* with tracking information.

• Initial Complaint

  Date:09/04/2024

  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.

  I used my equipment credit to purchase a Eufy doorbell camera on August 15, 2024. I have not received it as of September 4 and no one at Cove will give a definitive answer. No tracking number has been given and no true resolution has happened.

  

  Business Response

  Date: 09/06/2024

  We had a manager reach out. We called multiple times and sent an email to let them know about our resolution. Due to supply chain issues, our warehouse has had delays to fulfill orders. Fortunately, we were able to ship camera and this should be deliver during the week.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22239918
  
  I am rejecting this response because:  I still do not have the doorbell camera.  After all the empty promises I will not believe the camera has been shipped until I recieve it.
  
  Sincerely,
  
  Claire Segura

  

  Business Response

  Date: 09/10/2024

  We understand. Please allow the necessary time for it to be delivered.