Complaints
Customer Complaints Summary
- 205 total complaints in the last 3 years.
- 72 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: ********
I am rejecting this response because: they said they would get back with me. and its been 6 days and ive had no response from them.
Sincerely,
***** *****
Business Response
Date: 05/08/2025
Thank you for bringing this to our attention. We’re currently reviewing the situation and will get back to you as soon as possible.Business Response
Date: 05/16/2025
We spoke ***** earlier today. Thank you for your assistance with this matter.Customer Answer
Date: 05/21/2025
Better Business Bureau:
Cove has contacted me. and has agreed to send me a upgraded system to replace the system that they no longer support.
I do not feel they would have agreed to replace the system if i did not contact the B.B.B.
But 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:04/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been actively trying to cancel my service for days/weeks. I continually Get the run around. Now they are trying to charge for another month of service because they wont cancel. They always call while Im at work to address the situation. I have said I cant answer while at work. Friday my husband was out of work early, he called and they still would not cancel our account. We really just need help closing the account. The system unnecessarily goes off all the time. They now need a third party app to use the cameras that are part of their system. We have had nothing but issues and have taken the system down entirely. We just want the bills to stop. This is the worst company I have ever dealt with. Please help.Business Response
Date: 04/29/2025
Thank you for reaching out. We understand your concerns and appreciate your patience. Were currently reviewing your account details and will get back to you as soon as possible to help resolve this matter.Initial Complaint
Date:04/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Carbon Monoxide detectors began malfunctioning January 2025, I called the company and was told after several attempts to correct the issue stating the CO2 detectors were inactive. These detectors were due to be replaced June 2025. I was told they would be replaced and a rush shipment for 3-5 days, a lie. I called on the 5th day, and was told, no one can put a rush on shipment, it would be 7-10 days and that was a lie as well!!! I never received the replacements, it was almost a month. When I called constantly, I was always given the run around and lies. So the outcome was almost a month without the equipment and putting my family at risk in the winter without the detectors functioning. The company wanted to still charge me for the months I was without service! I told them how dare they do that. On today I had to call tech support because, my flood sensor was malfunctioning and not active as was in the past (more than 5 years). I looked at my panel and it stated the CO2 detector was inactive, I have no clue how this happened, but this company has poor equipment. When I call I get, " I'm sorry" I am tired of hearing that, they need to fix the problem!!!! Please help me in this situation.Oh by the way the CO2 sensors were manufactured January 2025! Something does not make sense!Business Response
Date: 04/24/2025
Thank you for reaching out and bringing this to our attention. We're sorry to hear about your experience. We'll review the situation and get back to you as soon as possible with an update.Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my service over a year ago. A few months ago I started getting charged monthly by the company, I kept disputing the charges from my bank but I reached out to them, they asked me for my past account information, they said they could not find one and that I never had one, so I gave them their certificate they provided for service when it was initially activated that had more information. The agent then reached out and told me she found my account information under a new user. That did not explain why my payment information was on file or why they used it for this new client. They said to give them 48 hours to check back but then closed my ticket and stopped replying, I tried reaching out via a different email and they wouldn't even reply to that oneBusiness Response
Date: 04/23/2025
Thank you for bringing this to our attention. Were sorry for the frustration this has caused and will look into the matter right away. Our team will review the account details and follow up with you as soon as possible.Initial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Awful product, even worse customer service. I had Cove for 5 years and ***eatedly had technical issues with it. I decided to get rid of the system all together. When I was ready to try a different service, I called cove to see if they had a returning customer deal. They did and I opted to give them another try. What a mistake.When it arrived, I spent TWO HOURS on the phone with their offshored customer service *** who told me her name was *********. She kept talking over me and ******* with instructions. She had me ***eating the same steps to get my touchpad connected with my base. Eventually she told me to call again in four hours and someone else can help me instead. Sounds like she just wanted to get me off the phone. I called back and this time talked to someone else with a fake name (*****) who again couldnt resolve my issue or articulate anything off his script. He told me to WAIT 24 HOURS for the system battery to drain and call back. What kind of resolution is this? This is ridiculous. Really poor customer care and a product full of bugs.Business Response
Date: 04/15/2025
Thank you for sharing your experience, and were truly sorry to hear about the difficulties youve faced. We understand how frustrating this must have been, and we appreciate you giving us another chance. Our team is currently reviewing your case, and well be reaching out to you as soon as possible to help resolve the situation.Initial Complaint
Date:03/31/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because there has been no solution, just delaying the process.
Sincerely,
***** *******as support I must pay for upgrades and were forced to upgrade yet not adjusting the price for features we as customers expected and pay forBusiness Response
Date: 04/03/2025
Thank you for bringing this to our attention. We understand your concerns and will review your situation. Someone from our team will get back to you as soon as possible.Customer Answer
Date: 04/08/2025
Complaint: *****************************************************************************************************************************************************
I am rejecting this response because the underlying issue has not been resolved. I do not believe that the case should be closed until the matter has been properly addressed. Simply informing me that the complaint has been forwarded to a member of management is not a solution. However, I do appreciate the update.Sincerely,***** *******Customer Answer
Date: 04/11/2025
Complaint: *****************************************************************************************************************************************************Im rejecting this response because you asked me to call back, but when I got the voicemail, the guy was talking so fast that I barely understood what he said. I was also told he would call me back, so Ive been waiting. Additionally, Id appreciate it if you could provide me with the number I should call, who I should ask for, or an extension number. These details would be helpful.
Sincerely,
***** *******Business Response
Date: 04/10/2025
We called on the 8th to discuss your concerns but nobody answered. Please return our call at your convenience.Business Response
Date: 04/08/2025
Your complaint was reviewed during our manager meeting this morning, and a dedicated manager has been assigned to personally handle your case. She will be reaching out to you shortly to discuss the issue in more detail and work toward a resolution. We appreciate your patience.Customer Answer
Date: 04/17/2025
Complaint: 23138886
I am rejecting this response because this is a false statement I did not receive any call I do not have any missed calls as well I can send screenshots or I can request a call log from provider if needed
Sincerely,
***** *******Business Response
Date: 04/15/2025
Our agent called again today and was unable to reach you. You can reach us at ************.Business Response
Date: 04/21/2025
We have tried reaching you several times. Please return our call at your convenience.Customer Answer
Date: 04/22/2025
Hello Better Business Bureau,Despite the repeated false claims regarding multiple attempts to contact me, I have only received one call. As previously mentioned, I would be happy to provide my call log, which I can request from my phone provider to provide documentation regarding the lack of calls. However, I did contact the number you provided in your previous message.The representative I spoke with exceeded my expectations. She was genuinely concerned and wanted to assist me in any way possible. She offered several suggestions, but unfortunately, they were unable to provide the solution I needed due to my concerns. However, she was able to resolve the issue and provide me with a replacement. She was also very informative to ensure I understood the necessary steps to swap out the equipment without any complications.Currently, I am awaiting the delivery of the equipment, which I have been provided with a tracking number for. In regards to the following complaint ID ********, I find that this resolution is satisfactory to me.Sincerely,***** *******
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