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:10/24/2023

  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: ********
  
  
  
  I am rejecting this response because: I had no access to my 6 cameras for over a week. I spoke to 3 customer reps and I was told that my cameras were broken and I would have to purchase more. Which meant I had to pay for an entirely new system. I was then told that there were no other complaints (when there were) and that there is no timeframe at all for when it’ll be fixed. I had to pay for a new system with a different company just to have security while we were out of town that week. After installing the new company’s system 2 days before leaving, I called Cove and asked to cancel my account. I was told it would take 30 days and I would be billed one more time. That is when I made this BBB complaint. Then a nice customer service rep contacted me and refunded me $90. Offered to upgrade my system, but I would still have to pay out of pocket for the 3 indoor and 3 outdoor cameras. I declined because that’s a lot of money to spend at a security company that isn’t reliable and because I already purchased the new company’s system. I complained about having to pay another month and she cancelled it immediately. Funny that the first person I asked to cancel said that they couldn’t do it immediately. All of that to say, while it was nice to get $90 back due to the system being unreliable, I feel that I should receive a larger refund because I can’t use my original system because if anything breaks, they don’t have replacements. I’m forced to spend more money on cameras. I’ve spent over $600 on this company and I only got $90 back. I’m not happy with that and it’s extremely unfair when they decided to make a whole new system and stop keeping up with the app for the old system. 
  
  
  
  Sincerely,
  
  
  
  ***** ******new system. That would be 3 indoor cameras $59.99 each, 3 outdoor cameras 129.99 each, 10+ sensors ranging from $15-30, and a new panel & hub for $100.
  
  I talked to customer service for the 3rd time in a week and was told that it’s my new iPhone update, even though my phone updated on October 5 and the problem didn’t start until last week. I was also told that they have no timeframe for a fix for the app. I’m going out of town this week and my options were to keep paying for a security system that isn’t working, purchase all new equipment that is currently on backorder or pay for a new system with a different company. I chose the new system. So now I’m out well over $700 because of a security system that is inconsistent and doesn’t work right now.
  
  Cove also boats to be the #1 security system with state-of-the-art equipment. That’s false. Negative reviews are removed.

  

  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, but customer decided to cancel the account. We cancelled the account and issue a refund of previous 3 months. 

  

  Business Response

  Date: 11/03/2023

  In our efforts to address a customer complaint, we had a manager reach out to them. The initial issue with the cameras was related to a camera outage that prevented some customers from viewing their cameras. Before the outage, the customer's cameras were functioning correctly. We were able to resolve the camera outage, and our customers confirmed that the issue was resolved.
  We offered a free system upgrade and a discount on the cameras (approximately 80% off the retail price). However, the customer declined our offer and requested to cancel their account. Our standard terms and conditions provide a 60-day trial period for returning equipment if customers are unsatisfied with our services. The customer purchased their equipment on 10/30/2021, which falls outside the 60-day refund period specified in section 13.a of our terms and conditions.
  Given the customer's decision to cancel services, we made an exception and provided a refund totaling $94.46.

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is untrue. I reached out to this company because none of my cameras were working. This was for over a week and I was told there was no timeframe on a fix, AFTER I was told I’d need to upgrade my system and buy new cameras at my own cost by 2 other representatives. I told them it was completely unfair to do away entirely with the old system and then expect a customer to pay even more money just to upgrade and have a working system. This is when I chose to end my contract and go to another company. ONLY after leaving this complaint did a manager call me and offer to upgrade my panel for free and knock 20% off of each of the 6 cameras that I needed to buy. 3 outdoor and 3 indoor. That’s a lot of money! They absolutely did not offer me 80% off. That is a lie and just another reason why this company cannot be trusted. I was lied to by 3 different representatives. I wasted so much time troubleshooting to just be told that they can’t help me. I had a representative end the chat session because I caught him in multiple lies.  I’ve been hounded with calls because of my complaint. I’ve been emailed and asked to remove my complaint. Cove was never ready to have paying customers. Their equipment is junk and their website is full of lies. I know this isn’t going to be solved because this company thinks that $90 is enough for me to get over the fact that I lost $600-$700 AND would’ve had to pay more just to have a completely working system. Yes, the cameras may work now, but what happens when one of my cameras do die? I’ll have to purchase the whole new system at cost just to replace one camera. So I decided to cut my losses and go with a reputable company. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 11/08/2023

  Efforts to resolve the issue have been made. Please refer to the previous response.

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it’s still a lie. No help was offered until I submitted a complaint. The “help” was 20% off of 6 new cameras. Not 80%. It is clear that this company is not interested in being truthful. I have no hope that this shady company will actually reimburse or take back my equipment. My review is now only to warn other potential customers to stay away!! Don’t waste your money. Cove security is nowhere near ready for paying customers. Don’t let their website fool you. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/11/2023

  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,
  
  *******************visor ********, who said he was supposed to be the one to call me back but didnt get a chance to. He did get the issue figured out about the hub and my husband called and spoke to them to get everything set up. However, I shortly received an email for an order for new window sensors. I called and guess what? They said my old ones were not compatible with it. I did NOT need an upgraded system. And now I have no system since my old one wont work now and the new one wont work since its not compatible with the sensors. I cannot sleep tonight knowing the alarm system is protecting my home. I asked ******** if they can overnight the sensors, since now I have no working system and he said hed call me back in two hours. Again, guess what? No call back from supervisor ********. I was manipulated into this system and left vulnerable at their lack of customer service in fixing their mess ****

  

  Business Response

  Date: 10/19/2023

  We have been working to address our customer's complaint and fulfill the order as soon as possible. One of our managers have contacted them to take care of their concerns. 

• Initial Complaint

  Date:10/01/2023

  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.

  Bought equipment and service from them. The equipment ***** working and had to call multiple times before they tell me they want me to upgrade my panel that isn't working properly. That's why I called because the panel isn't operating like it's supposed to. They tell me if I upgrade I can expect my new panel very soon bit if I want my current one replaced it may take a long time. I called them from another number asked if I ordered a security system if they had any of the original panels like I have and they said yes it would be here in a week at most. It's going on a month or more and they keep saying we don't have the equipment right now. They want give me a refund and take there equipment back and they tried charging me even though the system isn't working properly.

  

  Business Response

  Date: 10/06/2023

  One of our supervisors has successfully reached out to the customer and addressed their concerns by offering to upgrade their equipment with our newest version. Customer accepted to upgrade system. Their order has been fulfilled on 10/6/2023. We are committed to continuing to work together and ensure our services meet their expectations.

• Initial Complaint

  Date:09/13/2023

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

  I have talked to them over 35 times over the years, each time the business has failed to correct the problem, 

  Business put me and my family in jeopardy of harm by sending the police to my house and lying to them saying i made threats to shoot the police when in fact what I said was if they continued sending the police after I requested cancellation of the continued false alarms I would sue cove.

   

  I have nothing more to discuss with the company just want my money back so I can cancel my services with cove and buy another system that works and that won't put customers lives in danger.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  phone. I also advised them to do not send police like they have done many times before or i would sue them. The monitoring agent then called 9-1-1 to dispatch the police and told them that I threatened to shoot anyone who came to my house, which was a complete lie.

  

  Business Response

  Date: 09/19/2023

  One of our managers has sent an email in order to coordinate a callback to address the customer's concerns comprehensively. We are committed to ensuring an effective resolution to the issues they've expressed.

  

  Business Response

  Date: 09/29/2023

  We were able to reach out to the customer and offered to upgrade their system, assuring them that this would resolve the issues he has experienced with the equipment. However, the customer declined the upgrade and requested a full refund for the services. It's important to note that the customer has already received credits over the course of two years to cover their monitoring expenses.
  Furthermore, the customer is now beyond the 60-day trial period, having used our services for two years. Despite this, we have gone above and beyond our terms and conditions by approving a refund for the initial purchase, totaling $366.09, on the condition that the equipment is returned.
  Despite our willingness to cooperate and reach an amicable agreement, the customer has continued to reject our offer. We remain open to resolving the matter and maintaining our offer to refund $366.09.

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The Business did not solve my issue, again I have had an issue with the service since day 31 of service. I have called multiple times about their faulty system and even had the system replaced and it is still faulty. Have dealt with rude customer service agents, and have waited 90 days or more for replacement equipment. They did offer $366 anCompany failed to addressd some change, however I paid approx $130 more then what they are offering me.  I also paid for 3 years of service that did not work 100%. They have misinformation in their records stating i was only a customer for 2 years but I have been a customer since  Late October or Early november of 2019. They also stated that i recieved several  months of free service. I Stopped paying for service when the system had a complete breakdown in  May of this year.  However paid for service for way more months then they are stating i recieved free. I also want compensated for the police being sent to my house after i requested they be cancelled and for the monitoring agent almost creating a Swat Situation by lying to the police during dispatch. The company failed to address that issue at all.

   

  I want a complete refund for the system and for the 30 months of service I paid for that did not work properly. The company breached the contract by failing to provide me service that worked completely, by calling people on my emergency contact list before i was called, by dispatching the police after the alarm was cancelled through their mobile app and by the dispatch center calling. by also lying to the police and creating a potential dangerous situation and failing to replace equipment with working equiipment
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/10/2023

  The customer's complaint pertains to a false alarm incident where our monitoring station initially contacted the customer and subsequently dispatched the authorities. In accordance with Section 30 of our terms and conditions, when a listed code is received, certain alarm verification steps are undertaken. These steps include attempting to contact the customer by instant text, following by a telephone call, intercepting and listening to verbal communications or other audio from the system, or undertaking any other reasonable steps to verify the need to report the listed alarm. If, after performing these steps, the monitoring station is unable to establish contact with the customer, the authorities are dispatched. Even after the authorities have been dispatched, the monitoring station continues to attempt contact with the customer one more time. If the customer cancels the alarm after this call, the monitoring station can't prevent the authorities from arriving at the premises. 
  For each alarm incident, including the one in question, our monitoring station diligently attempted to contact the customer via phone, but these attempts consistently went to voicemail and after the authorities were dispatched the customer responded or cancel the alarm. As mentioned in Section 30 of our terms and conditions, “Following any one or more of the Alarm Verification Steps, Monitoring Company personnel may, in their sole discretion, determine to report (or not report) a Listed Code to Emergency Responders or any of the Emergency Contacts or any Third-Party Responder.” 
  In order to provide a refund, we need to consider that the customer purchased the equipment on 10/19/2021. The customer’s initial payment was for $366.09. All of our customers have a 60-day trial to return their equipment if they are not satisfied with the services.  
  During the time the customer has been with us, they reached out on multiple occasions for technical support, and we consistently provided assistance and replaced equipment that did not function as expected after troubleshooting. As a result, the customer received service credits totaling $399.84. Over the entire duration of their relationship with us, the customer has only been charged for 10 months of monitoring services, amounting to a payment of $249.90.  
  Considering this information, the customer has only paid a total of $615.99 ($249.90 for monitoring and $366.09 for equipment). 
  In our sincere efforts to address the customer's concerns, we have engaged managers to provide assistance and offered equipment replacements. Despite these efforts, the customer has expressed dissatisfaction with our responses and proposed solutions. As an exception to our standard 60-day money-back guarantee, we are prepared to promptly refund the initial equipment payment of $366.09 as soon as the system is in transit to our warehouse. 

• Initial Complaint

  Date:08/29/2023

  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.

  A billing adjustment has been made to account for the missing features. The business also thanked me taking notice of the advertisement inaccuracy stating it was just overlooked on the sales site from their previous system packages and didn't properly get adjusted when they went live with the new system. I was informed they have requested the adjustment to the advertisement to not mention the cloud as the cloud storage isn't currently part of the Eufy Camera offering and that it will be adjusted Post Haste.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  where I just "dealt" with the camera issues until I couldn't stand it anymore.
  Eventually, they said I needed to replace the outdoor cameras and doorbell camera with Eufy cameras which they were using now.
  Those cameras had NO INTEGRATION with the Cove app and they couldn't monitor the cameras if there was an incident. The cameras also used onboard storage via SD cards I had to buy so there was no "free cloud storage" either.
  Both the Camera Integration and free cloud storage are part of the Cove Plus plan and are advertised as "perks" to that plan.
  They are still selling that plan with those features listed all the while openly stating to customers that the Eufy cameras do not work with their app and they do not provide cloud storage for the cameras.
  When I asked what kind of discount I would be getting on my plan I was told "What you are currently paying is for monitoring and our equipment."
  The most they would offer is a month of free monitoring.

  

  Business Response

  Date: 09/01/2023

  We've attempted to reach this customer a few times via phone call and left a voicemail. We've also sent an email to this customer in regards to his complaint with a few approaches to address his concern. Awaiting reply from this customer. 

• Initial Complaint

  Date:08/28/2023

  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: 20535230
  
  I am rejecting this response because: They have not resolved the problem yet. Email has been sent waiting for response.
  
  Sincerely,
  
  *******************************that they would escalate this issue but no one has responded/resolved the issue so far.

  

  Business Response

  Date: 09/05/2023

  replied back to his inquiry via email. Awaiting his response. Will continue on correspondance until  the issue has been rectified or we've reached an immediate answer. 

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20535230
  
  I am rejecting this response because:
  They are offering to return only partially refund for the two cameras which is not acceptable. Either they have to make the whole system work in compatible with our system by replacing dual band or 5G compatible camera or refund the whole amount. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/31/2023

  We had someone reach out to ******** and he was unavailable for a call and so an email has been delivered to him. Awaiting his response on action moving forward. 

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  *******************************

  

  Business Response

  Date: 09/11/2023

  We have been working to address our customer's complaint, and our managers have contacted them to explain that we do not currently offer 5GHz network cameras that can be integrated into our Cove Connect and Cove Security Apps. Moreover, we are not planning to integrate cameras from any other third-party companies, except for the Eufy Cameras. As our customer is a few days past their ****** trial, we have offered them a full refund and have provided them with a return label to send back the equipment. We have also offered to continue providing services if they decide to keep the security system and return only the cameras. We will stay in touch with the customer to ensure their satisfaction with our service.

• Initial Complaint

  Date:08/09/2023

  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,
  
  
  
  **** ******l life safety devices which include Co Detectors. I was lied to, your ad showing a new CO detector is also false advertising. If I cannot be given 4 of the NEW CO Detectors for being misled prior to ordering anything at all, I want Cove to provide a Prepaid return UPS label to ship all this back to them. I do not want a system without the NEW CO Detectors and not the old ones to try and compensate. If I can get 4 new co detectors the system is fine to keep otherwise please send that prepaid UPS return label. You misled me and should be your cost to return and make sure I am refunded in full when the package is delivered. I will attach a 4 page document to this complaint that shows the initial YES prior to buying, a picture of the AD which shows the new version CO Detector and two different NO replies from customer service. Also, the equipment shipment email confirmation does not show the 5 Smokes I ordered and charged for which may become the next issue at hand to be resolved.

  

  Business Response

  Date: 08/14/2023

  We successfully contacted the customer to address the information that was previously provided. We clarified that the CO sensor is compatible with both our previous and current systems. While we don't actively advertise them at the moment, they will soon be available for purchase once they are in stock at our warehouse. During the call, we also resolved additional questions and concerns the customer had. We're pleased that the customer has chosen to continue their services with us.