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:02/27/2024

  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.

  
  
  Complaint: ********

  I am rejecting this response because:

  
  
  The business did not answer my question regarding the Eufy Camera Integration. Their sales team advised this was complete when it was not. I made a purchase due to misleading information. 

  
  
  

   

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

  rep and informed him I wanted to cancel and stop the equipment from shipping. He told me not to worry that I would receive an e-mail confirming the account had been cancelled and the equipment would not ship. No E-mail was ever received. On 2-27-24 at 9:01 PM I received a text and an e-mail stating the equipment had shipped. Upon receiving this I called Cove and requested to speak to a supervisor, his name was Mike. I explained to him from the beginning how I had tried to cancel almost immediately after placing the order and asked him to review the notes in their system per the 2 previous reps, provided they had put notes in the system as stated. He saw the notes and apologized and advised he would take care of this issue. While speaking with him I advised I wanted an e-mail from him outlining the things we had spoken about. Account to be cancelled, a full refund and equipment to be returned. He said he would do this and needed to call me back in 5 mins. N0 Call back came.

  

  Business Response

  Date: 03/04/2024

  We had a manager reach out to the customer and agreed to issue a refund once the equipment was back in transit. After the customer shipped back the equipment, the manager called and also explained why the account was not canceled immediately and confirmed that the refund was issued as promised. 

  

  Business Response

  Date: 03/08/2024

  We sent an email to the customer to provide additional follow up regarding his question about the camera integration to our app. We let know the customer that Eufy cameras are not yet integrated into our Cove Connect app or able to be seen through the panel. These features are currently being built by our dedicated product team and will be available during the current year. The cameras that will be able to integrate into our system are the models we sell (or sold) on our website. We have coached our sales department to provide this information to our customers. We are willing to respond and address additional concerns the customer might have.  

  Customer Answer

  Date: 03/11/2024

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

  As I told the business after the business implied I was called by the business that all contact was initiated by me. No one at the business ever called me. In fact I was promised call backs but none ever came. I did recently receive an email. 

  Additionally, there is still incorrect and misleading information on the business website regarding the Eufy cameras.

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

  

  Business Response

  Date: 03/15/2024

  Customer has been refunded and managers have been handling the case either via transfer calls or emails. On our website ******************************************* we have a section where we respond to how do cove's cameras work. There we specify that to set up the cameras, customers will need to download the Eufy and/or SkyBell mobile apps from the App Store or Google Play Store. Once their app is downloaded, they'll add their cameras by using their respective apps. We have attached image for reference. 

• Initial Complaint

  Date:02/16/2024

  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.

  On December 8, 2023 I contacted Cove customer service and requested my service with them to be cancelled. I texted with a customer service representative that day and was told I needed to give a 30 day notice before my account could be cancelled. I was told I would be charged for January 2024 but that my account would be cancelled on January 31, 2024 and that I would receive an email on that date that my account has been closed. Well they didn't cancel my account and charged me another month's service on February 8, 2024.

  

  Business Response

  Date: 02/21/2024

  We reviewed the customer's case and rectified the situation by canceling the account and issuing a refund of $24.99. We also contacted the customer via phone and email to provide the cancellation notice and additional information addressing their concerns.

• Initial Complaint

  Date:02/14/2024

  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.

  Their equipment is junk and I have nothing but problems with it. This morning I was trying to leave the house to take my sick son to the doctor and the panel refused to work. It just said it was armed. I could not enter my passcode to disarm it. I tried using the disarm button on the key fob and that also did not work. I called and they wanted to to take the panel apart, which I did not have time to do. Their equipment is junk and their service is deplorable. For $37.99/month I expect FUNCTIONAL equipment.

  

  Business Response

  Date: 02/16/2024

  The customer reported an issue with an unresponsive panel. Following a call today, it appears that the issue has been resolved. We had a manager reach out and sent an email to the customer to coordinate a call back and address any additional concerns.

• Initial Complaint

  Date:02/09/2024

  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.

  Their website offers "65% Off Equipment + Free HD Camera. Valid on any new system. Offer applied at checkout!". There was no free camera deducted from the total nor was the discount 65% off. When I contacted customer service, they said that it is 65% off of select equipment and couldn't explain the camera. When I informed them that it was false advertisement and bait and switching their customers by offering the deal with no exclusions or limitations, no additional details to explain fine print, nothing... then changing it behind the scenes, that that is false advertisement. The representative stated that they are in the Philippines and are not familiar with this law. They did not offer to uphold the advertised sale. The order had 4 cameras in it. The total amount was 1214.96 and it was reduced to 568.71. No free camera and no 65% off. I contacted their online support first using the 'chat with us' feature (didn't work correctly) and then called to speak to a live representative.

  

  Business Response

  Date: 02/13/2024

  In response to the complaint we have a manager contacted the customer. We clarified that the 65% discount applies only to security system equipment, not cameras. We explained the pricing for cameras and the inclusion of a free indoor camera with the security system purchase. To address the customer's concerns, we offered a free outdoor camera instead of the indoor camera, ensuring the customer's satisfaction. We updated our website displaying our promotion as "65% off Equipment + Free Indoor Camera."
  

• Initial Complaint

  Date:02/04/2024

  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.

  Have had cove for a number of years. Recently upgraded to cove connect, which had me use customer loyalty points and payments to do so. Old equipment wont work with new system. You have to call when hooking up new system. Numerous times put on hold and confusing direction. After hanging up, motion, fire and CO2 would not work. I called again and put on hold for approximately 20 minutes. I decided to try **********. Well first response came 20 minutes later. Directions typed by individual were at times gibberish, didnt make sense. Turns out those new sensors were not put in to the system and he still could not get the CO2 to work. I requested a return call from a manager and for him to forward the text. Neither occurred. One thing he typed was that cove puts new installations on test for 24 hours in order to cut off possible false alarms, which means subscribers are left unsecured without their knowledge. I asked what happens if we have a burglary or fire, he would not answer. I tested this by setting off the alarm. It rang at our home but no one called. I looked for an email for cove but they only provide phone and text. Funny, if you want to refer someone they allow a text. So far, expensive monthly paperweight, no satisfaction, no assurance or peace of mind, no follow up from the company and no way to follow up without being on hold forever and speaking with employees that appear to need training.

  

  Business Response

  Date: 02/09/2024

  We investigated this issue with our backend product team and have assigned a manager to reach out to address his concerns and gather additional information. A voicemail and email have been sent to follow up with the customer. We are committed to finding a prompt resolution.

• Initial Complaint

  Date:02/01/2024

  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.

  Cancelled my order right after placing it. Still have not received my refund or cancellation confirmation. The order was paid with Affirm, and affirm states Cove has not sent any refunds.

  

  Business Response

  Date: 02/07/2024

  We contacted the customer through email to follow up with them. Upon reviewing the customer's account, it has been confirmed that the refund was requested on the same day as the purchase, which was on 2/1/2024. The agent processed the cancellation at 2:54:28 PM on that day. It is important to note that Cove requires its customers to wait 24 business hours for Affirm refunds to be issued. The refund was successfully processed through Affirm on the following day, 2/2/2024.
  

• Initial Complaint

  Date:01/31/2024

  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.

  Called cove for a update sd card to my security system never sent one out Second time would be Today /called said he would get back to me with in a hour never did I have called twice to resolve the problem the first time awhile A go no SD card in mail no follow through they keep me hanging on they said I need card for updates **** Cove dont want to do any thing about it Need SD card to update please help me on this

  

  Business Response

  Date: 02/07/2024

  We called the customer, but our call was blocked by the carrier. We then sent an email to address their concerns and explained that we've been working on finding a better solution, which involves an Over the Air (OTA) firmware update. We're close to having this ready, eliminating the need to send an ** card. To provide a prompt solution, we've prepared the ** card for shipping and provided the tracking information. Additionally, we credited the customer.

• Initial Complaint

  Date:12/18/2023

  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.

   
  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.They have also reached out to me in an email kindly. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/21/2023

  We had a manager reach out but the call routed to voicemail. We sent an email to coordinate a callback and address customers concerns. We are still waiting on their response. We are committed to resolve our customers concerns.