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:12/10/2023

  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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this is OK now

  This could have been taken care by better their support in first place, it does not warrant to raise a BBB concern to get this resolved. 
  
  
  
  Sincerely,
  
  
  
  ******

  gain called them to find out the status and they confirmed its in stock and still clueless why it has not been shipped.
  
  All the assurances I'm being told is that they will work with the warehouse and ship it out as quickly as possible, but all them have been false promises. The item is not being sent at all. Why would you sell a product when its more then 4 months without being shipped.
  
  I need my camera badly, i got the camera with the hope that Cove will help with improving my security, but not sending a camera for the last 4 months is just making me insecure and no process is being followed to help me out. Very frustrated.

  

  Business Response

  Date: 12/15/2023

  One of our supervisors has been following up with the customer to address their concerns. We've successfully shipped a replacement camera, and they should receive it within 2 to 5 business days. Additionally, we've credited the customer to compensate them for their time.

• Initial Complaint

  Date:12/04/2023

  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: 20955530
  
  I am rejecting this response because: Im still waiting for replacement parts to attempt to repair my system. Once my parts arrive and my system is working, Ill close this complaint.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/08/2023

  We had a manager reach out, but the call routed to voicemail. Fortunately, the customer was assisted by one of our agents and successfully placed an order to replace the defective equipment. We credited the customer's account and will follow up with them. 

  

  Business Response

  Date: 12/15/2023

  We've successfully shipped a replacement Hub, and they should receive it within 2 to 5 business days. We will make sure the customer gets taken care of once they receive their new equipment. 

• Initial Complaint

  Date:11/29/2023

  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 the covesmart security system over a year ago which i have since spent hundreds of dollars on , even though it only worked for less than a month...i called them several times to get it fixed, then asked to have a new system sent out which they did not do...they never even called me back when they said they would...i have been trying to cancel my membership and they are now trying to make me pay for another month even though I dont want another month of service. false advertising! they say provide high quality service, they say there is no contracts yet they are claiming im contractually obligated to pay for another months service...false advertising and deceiving business practices.

  

  Business Response

  Date: 12/05/2023

  We had a manager reach out, but we couldn't find the customer available. 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 12/05/2023, and the customer will no longer be charged for services. We sent an email to confirm the actions taken on the account. We offer to provide assistance and replace the equipment if they ever decide to reactivate services.

• Initial Complaint

  Date:11/22/2023

  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.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/22/2023

  One of our managers has successfully reached out to the customer and addressed their concerns by replacing their equipment. We are committed to continuing to work together and ensure their system is fully functional and meets their expectations.
  

• Initial Complaint

  Date:11/12/2023

  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 purchased a home security system from CoveSmart LLC in 2021 and have been attempting to cancel services and charges since August 2023. I do not have a contract with them, they are a month to month service. In August I was told that I would "have" to be charged an annother month as I did not give 30 day notice of cancellation. I continue to be charged by this company. I have disputed the charges with my credit card company and they ruled in my favor. However this is ridiculous that a business that advertises as no contract can make it so difficult to terminate services and continue to send charges.

  

  Business Response

  Date: 11/15/2023

  We had a manager contact the customer, but the call routed to voicemail. On 10/4/2023, we issued a refund to their credit card on file for the extra month they paid. We also sent a detailed email regarding the cancellation of their services, which took effect on 10/3/2023.

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service 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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/15/2023

  We were able to get ahold of the customer and provided a satisfactory solution to their concerns. We have replaced the defective equipment and will make sure the customer is set up with their new upgraded system.

• Initial Complaint

  Date:11/05/2023

  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.

   
  Complaint: 20827722
  
  I am rejecting this response because: the matter is ongoingI shared the day/time the business could reach me by phone per their request. If we cant resolve the matter by phone weve alternatively agreed to do so in writing. Hopefully all will be resolved shortly. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/10/2023

  We had a manager reach out but we couldn't find the customer. We will continue our efforts to address customer's concerns and find a satisfactory solution. 

  

  Business Response

  Date: 11/17/2023

  All of our sensors are brand new, even though they may not come in individual boxes when shipped. As a paperless company, when customers place an order, we send a confirmation email, but the package won't include an invoice. We successfully shipped the new flood sensor and provided the invoice with it. Additionally, we credited the customer's account to compensate them.

  Customer Answer

  Date: 11/27/2023

   
  Better Business Bureau:
  
  COVE accepted that there were issues with the shipment of the original device which did not arrive to me as new. But we reached an agreeable solution and have resolved my complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/24/2023

  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.

   
  Complaint: 20776932
  
  I am rejecting this response because: I have been in contact with business. I was able to re-install cameras to app but without full functionality, I am still not getting any notices of movement from any of the cameras as they did prior to this issue. I will address that further with business. I did receive an offer to upgrade to their new app and control panel "free of charge" that I was told by supervisor is "supposed to work with equipment I already have". They could not assure me that this upgrade would work with my equipment but was advised I could purchase new equipment from their new brand of cameras for a "discounted price". I advised them that purchasing additional equipment from them is out of the question as that is the issue, I am currently having with them. I cannot purchase new equipment they sell on their website when it no longer works with changes/ upgrades made to their app. Matter is unresolved and spending more money on equipment is not a solution.
  
  Sincerely,
  
  ***********************nt that no longer works with their app based on equipment warranty that is a part of my plan. I was told since the problem was not the equipment but instead their app they could not issue a refund. I now have equipment I purchased from cove that is not compatible with 3rd party vendors and does not work with their system. After going back and forth with customer service, I decided to cancel my service. I cannot trust a company that runs their business this way and cannot continue to waste more money on a service that does not provide the level of service that I am paying for monthly.

  

  Business Response

  Date: 10/27/2023

  One of our managers has contacted them to take care of customer's concerns. We were able to fix the outage we had with our cameras that affected some customers. We offered to upgrade their system, and they will think about it. We will continue following up with them. 

  

  Business Response

  Date: 11/03/2023

  We are committed to assisting the customer and ensuring they receive a functioning system. Our conversation is still ongoing.

  Customer Answer

  Date: 11/10/2023

   
  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,
  
  ***********************