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:08/27/2024

  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.

  We have had our alarm system for over 3 years. Our touch panel has had communication problems from the very start. Cove has replaced the sensors and sent an SD card to update the problematic panel. This experience has had me on the phone for hours on end trying to resolve the issue. I have asked several times to simply replace my faulty panel. Customer service has advised that I can upgrade my panel but I would have to pay. I don’t understand the logic of a customer having to pay to upgrade a product that has been logged for YEARS in their own system as faulty.

  

  Business Response

  Date: 09/05/2024

  We have investigated the customer's case and had a supervisor reach out to address all of their concerns. The call was routed to voicemail, but we will continue our efforts to contact them and ensure the issue is resolved.

• Initial Complaint

  Date:08/27/2024

  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 have been a Cove home security customer for more than four years under a month to month service plan, with no contract. In April of 2024, I decided to no longer use Cove services and cancelled my payment method on file. I received a text message notification from Cove on the morning of August 23, 2024 stating that I have a balance due. I logged into the Cove website and found that a balance of over $149 was posted to my account. Seeing this, I called Cove customer service on August 23, 2024 at 10:44 AM Central time to see what the charge was about. I learned that I was being billed for the past several months of service. I asked why service was not terminated when payment was not provided, as this is a month to month service, and the customer service agent could not directly answer the question. I was told that my security system was still showing up "online" and therefore service was in fact still being provided. I own the security equipment and have not yet been able to remove the devices from my home. The security system has not been armed since before April 2024, as I believed my service had been terminated. I stated to the agent that I feel that this practice is the opposite of a month to month service plan by definition, especially when compared with similar month to month services. In other service fields, if a service is not paid for, it is no longer provided and no further charges are incurred. I do also feel that it is a deceptive business practice to advertise month to month service, yet have no automatic cancellation policy if payment is not provided. Month to month cell phones, subscription services, and even housing utilities do not allow for continuation of services without payment. I escalated my call to a supervisor and was advised that one would call me back. The call ended after 32 minutes at 11:17 AM. As of now, 10:22 AM on August 27th, 2024 I have not received a call or email from a Cove supervisor or support agent.

  

  Business Response

  Date: 08/27/2024

  Thank you for bringing this to our attention. The account isn't canceled when payment is stopped. The customer needs to call in and request cancellation. Without notifying us, we continue to provide services which comes at a cost to us. This is why there is a past due balance. Services have been provided up to this date and payment hasn't been received since April.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22202365
  
  I am rejecting this response because: It is outside of normal business practice to continue service when payment has not been received, as I stated in my initial complaint. No other month-to-month service operates in this way, and it is unreasonable to expect payment for "service" that was believed to have been cancelled and therefore not utilized. 
  
  Sincerely,
  
  Nicole LaBelle

  

  Business Response

  Date: 09/04/2024

   According to our Terms and Conditions (Section 24b), all Service Plans require a minimum of 30 days verbal request for cancellation before the next billing date to ensure the cancellation of automatic payments. For the security and protection of our customers, we do not discontinue monitoring services unless the customer provides verbal confirmation. To make things right, we have canceled the account, but the balance will remain on the account and will need to be paid off if the customer decides to reactivate services with us.
  

• Initial Complaint

  Date:08/20/2024

  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.

  Cove Security has been billing me for an account I referred to them when I sold my house. Despite transferring ownership, they continued to charge my payment method, as it was the last one linked to the address with an old account, even though the new account is under a different name. The fraud is to bill a credit card to a different person's payment method not associated to that account. They have charged me $26.49 per month for the past 21 months. The customer service rep. stated that she would work it out with the other customer to reimburse me for the monitoring charges instead of Cove directly refunding the money to me as it was their error that they committed fraud by charging me. In addition, I have two other accounts with Cove that is in violation of Consumer Protection Laws. One required replacement components, but monitoring was never set up when the new items arrived. The second account was never set up at all. Yet, both accounts have been billed for third-party monitoring services for the past 20 months, even though no monitoring (the service) was ever activated. This is especially concerning, as the service is meant to monitor for alarms, which never occurred—making these charges in some courts to be considered fraudulent. I recorded a call where a representative admitted they bill for monitoring after the equipment is delivered. This is either an error or outright fraud, as the service being billed for is monitoring, which was never activated, as confirmed by multiple reps. during the recorded conversation. Instead of addressing these issues, Cove continues to bill for services I never received. This situation needs to be resolved immediately by refunding the money for all three accounts directly to me. Equipment price $708.39, $1,406 for monitoring services on items never set up and no monitoring service provided and part of that fraud billing for an account that was not my account. I called to shut down all accounts.

  

  Business Response

  Date: 08/23/2024

  The original signer of the contract is ultimately responsible for the account. If the new account holder does not complete the takeover process the responsibility falls back on the original signer of the contract. The person taking over the agreement did not provide us with banking information, so we were unable to bill them. Considering the circumstances, we are willing to work out a partial refund. Regarding the other accounts, cancellation was never requested until just a week ago so a full refund is not justified.

  

  Business Response

  Date: 09/18/2024

  We have cancelled all 3 accounts. A refund has been submitted for account ****** for all the months paid since the account was taken over by the other party. An additional refund was also given for account 340074 going back to when the panel was in need of replacement. Please allow a few business days for the transactions to complete.

  Customer Answer

  Date: 09/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22170394. 

   

  I find that this resolution is satisfactory to me that was posted in the communication history as, "MESSAGE FROM BUSINESS:
  
  We have cancelled all 3 accounts. A refund has been submitted for account ****** for all the months paid since the account was taken over by the other party. An additional refund was also given for account 340074 going back to when the panel was in need of replacement. Please allow a few business days for the transactions to complete."
  
  Sincerely,
  
  James Bailey MBA (Ret. SEAL)
  

• Initial Complaint

  Date:07/25/2024

  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.

  Theyre a home security service and my system wasnt working.The rep on the phone told me I needed an update to my panel and they would send me an SD card in the mail to update itthis was January.in March I hadnt received it so I called and they said its back ordered and it would be 4-5 weeks .I spoke today and they said they no longer send SD cards and I would need to purchase a new system . I am disputing these charges was told they couldnt an later told if so but a new system they would credit me

  

  Business Response

  Date: 07/31/2024

  We had a supervisor reach out to address the customer's concerns. The call routed to voicemail, so we will continue our efforts to contact them. We are committed to ensuring a smooth resolution for the customer's concerns.

• Initial Complaint

  Date:07/24/2024

  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.

  This company is the most insubordinate company I've ever seen I keep telling them that their computer information is incorrect a representative reached out to me not from corporate although I have 28 emails requesting a corporate phone call I am accosted to A system that is unreliable my safety my family safety my client safety is all compromised because of this company my furthermore my call is continuously rather to the *********** where I once again I'm a cost to an inexperienced person helping me my personal property has been compromised broken into broken and there are things missing because I have an alarm company that standard of practice is atrocious. The world should know never to use this company because you will go through an 8-month laborious process of trying to get anyone who speaks English on the phone outside of their sales department.Can provide supporting docs at your request.

  

  Business Response

  Date: 07/25/2024

  We called ***** to discuss her complaint, but she was unable to talk with us at the time. We have spoken with her several times over the past couple weeks, and we are in the process of sending her a new panel which we believe will resolve the sensor issues she's been having. If she needs information updated in our records, she can send it to ****************************************** We look forward to hearing back from her.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22036740
  
  I am rejecting this response because: I emailed the listed email no one ever responded.

  The new keypad isn't communicating with monitor station and the motion sensors were never sent to replace the two that don't work properly. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/06/2024

  We have spoken with *****, and it sounds like the system isn't working for her particular needs. We agreed to cancel the account when she is ready. She asked that we keep it active for now so we will wait to hear from her.

• Initial Complaint

  Date:07/17/2024

  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.

  Ive had cove security for a couple of years. I am now looking to cancel. Was transferred around because I declined to give a reason. I was then told that they will only cancel my service if I pay for an additional months service, past the remaining coverage I already have. I would like my account cancelled and nothing further. I do not want to be strong armed into purchasing more coverage.

  

  Business Response

  Date: 07/18/2024

  As per our Terms and Conditions, all Service Plans require a minimum of 30 days' verbal request for cancellation before the next billing date to ensure the cancellation of automatic payments (refer to Section 24b of the Terms and Conditions). We successfully canceled the account on 07/17/2024, and the customer will no longer be charged for services. We sent an email to confirm the actions taken on the account. To make things right we issues a refund for the last payment they made. 

• Initial Complaint

  Date:07/15/2024

  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 canceled my accounts with ********************** Cove (***************************************) over 6 months ago. I spoke to an overseas representive and she told me I have to have a zero balance before she could cancel. I paid the bill dispite me not using their service. Six months later Now I get a text stating I have bill for a service I have not used. When I callled customer service they told they only canceled one account. They can see that I have not used their service. When asked to speak to a US representive they said they could not do. **** is knowing bill for services that I have not used and canceled.

  

  Business Response

  Date: 07/23/2024

  We had a manager reach out to the customer, but the call went to voicemail. We sent them an email to follow up and rectify the situation. According to our Terms and Conditions (Section 24b), all Service Plans require a minimum of 30 days' verbal request for cancellation before the next billing date to ensure the cancellation of automatic payments. Since the customer requested the cancellation of the account on January 27th, which was 23 days before their next billing cycle, the cancellation date should have been March 19th. We will issue a refund for the 3 months of monitoring we charged. We will wait for the customer's confirmation on this action to proceed with the refund. The cancellation of their account was processed by one of our loyalty agents and went into effect on July 15, 2024.

• Initial Complaint

  Date:07/03/2024

  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.

  We have been using Cove for our security for about a year or so and we have had problem after problem after problem with our equipment as well as with the customer service. Most recently, we had to change our internet provider. Thus, we had to change the connection to our cameras to match the provider. When we tried to do so on our Wireless Doorbell through which the doorbell cameras work, it would not connect. I spent literally an hour on the phone with a technician on 06/19/2024 with no success. The technician told me if it did not work in 24 hours to call back and they would simply send a replacement. I waited, retried as directed and it still did not work so I called back. I advised the technician what the previous technician had told me and instead of processing the replacement as the previous technician had promised, she began trying to troubleshoot the problem again. After reminding her that she was only supposed to be replacing the item, she refused and continued to try to troubleshoot the problem. I have in my possession hundreds of dollars of Cove/Eufy Cameras that do not work that they would not replace because it was outside of the 30 day window.

  

  Business Response

  Date: 07/09/2024

  ********************** never purchased a doorbell camera from Cove. It appears he purchased it and other items directly from the manufacturer or another supplier. The cameras he ordered from Cove included 2 outdoor cameras and 1 indoor camera. We have sent out 2 replacement cameras and provided a $70 refund and the original cameras still haven't been returned. But again, the doorbell camera was not purchased from Cove so we cannot replace it.

• Initial Complaint

  Date:07/01/2024

  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 ordered a new system a month ago and have contacted support several times and no one can tell me when I will receive my product.

  

  Business Response

  Date: 07/02/2024

  We were unable to locate your account using the information provided. Please send us the account number or the monitoring address so we can help you.

  Customer Answer

  Date: 07/03/2024

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

  here is my information 

  System Owner &
  Monitored Address
  
  ***** *****
  **** ** *** ** ***
  Haughton, LA 71037
  
  Account Number
  ******

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

  

  Business Response

  Date: 07/03/2024

  Thank you for providing that information. We apologize for the delay. It appears there was an issue with the delivery of the original shipment. A new order has been placed and should be arriving shortly. The tracking number is ******************

• Initial Complaint

  Date:06/19/2024

  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 had Cove Smart, LLC as a security monitoring service. For a variety of reasons, including poor customer support, I decided to cancel the service. I called **************** on May 1 and was informed after 30 days service would be cancelled.On June 3 my credit card was billed for additional service. When I called I was informed that they counted the 30 day cancellation from the billing date. This is not what I was told, I was told service would be cancelled thirty days from the date I called them.

  

  Business Response

  Date: 06/25/2024

  We have investigated the issue and noticed that the account was canceled a few days after it was set up in our system, which caused an extra charge. To correct this, we have issued a refund of the last charge of $24.99 to the credit card on file. The cancellation of the account went into effect on June 4, 2024. We attempted to contact the customer via phone call but reached voicemail. An email has been sent with the actions taken on their account.