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:08/08/2023

  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.

  My Cove security system began acting up (conveniently the month I finished paying for my system equipment). The alarm randomly sounds, especially when trying to set the system. It also randomly repeats over and over, "panel tampered". This wakes my entire family up at all hours of the night. I have called multiple times and literally had to argue to get an agent to transfer me to someone who will "help". I was promised, finally, that they would send an SD card with a firmware update to fix my problem. I waited for a month before I finally received the SD card. I installed the update as directed and bam, no change at all. The system still malfunctions. I call back and go through the arguing process again, taking at least 3 hours to get to a supervisor who finally promised me a panel replacement, only after hearing the alarm malfunction and the siren go off while I was on the phone. I waited another month and no panel has been sent, website stating that the order is "initiating". I call again, hours of arguing again, with absolutely no result. I have attempted to call every day, agents promise to call me or have the US corporate office call, but then they refuse, or keep me on hold until the corporate office closes. I want a replacement with the new equipment they give new customers at this point, because my panel is unavailable.
  I want it within the week or my money back and a service cancelation.

  

  Business Response

  Date: 08/11/2023

  We 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:08/07/2023

  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 find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

  

  Business Response

  Date: 08/10/2023

  We've conducted a thorough investigation and found no records of their email in the list of emails we've sent to all our customers. The customer couldn't provide additional information regarding the email they received, but they will contact us back if this happens again. To address the customer's concern, we've added their email address to our global unsubscribe list as part of our solution. 

• Initial Complaint

  Date:07/31/2023

  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: 08/04/2023

  We 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:06/27/2023

  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.

   
  Complaint: 20245718
  
  I am rejecting this response because:

  We waited over 45 minutes for a call from Cove that we never received and the email provided by the Cove rep was not initially usable.
  BUT we are in contact with **** in writing and are awaiting their reply to hopefully resolve this.  BUT until then the matter remains unresolved but pending we suppose

  Sincerely,
  
  **********************************;

  y used up. Cove should have paused the monthly fee until it was confirmed the entire system was delivered to us. Instead Cove started the clock in March for a system fully delivered in May which was not in use until June. Coves delay caused us to delay installing the systemsince fees were taken from the credited amount and not the credit card on file we were unaware this was happening and werent made aware until we called June 11 to set up the account. We expected the $89.23 credit to begin once the system was installed. In April we received an email that wed get an upgraded Eufy outdoor camera. We never received it. Cove didnt upgrade the doorbell; we received a wireless doorbell that was different from the one we ordered because the one we ordered Cove no longer carried. To restore our faith in your brand, we are requesting an additional minimum credit of $90 and delivery of the promised upgraded Eufy outdoor camera to our appropriate shipping address.

  

  Business Response

  Date: 06/30/2023

  We have made multiple attempts to contact the customer, but unfortunately, we have been unable to establish communication. In light of this, we have sent an email to follow up and are currently awaiting their response. We remain committed to resolving any issues or concerns they may have and will continue our efforts to reach out to them.

  

  Business Response

  Date: 07/07/2023

  Our manager attempted to reach out to the customer several times but was unable to reach them as the calls went to voicemail. However, we maintained communication with the customer through email. The camera has been shipped and is expected to be delivered within 2 to 5 business days. Furthermore, we have given a credit to the customer's account.

  Customer Answer

  Date: 07/10/2023

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

  As long as no issues arise with the agreed upon credit to my account, I find that the overall resolution is satisfactory to me. (We received the camera.)

  Sincerely,
  
  ******************************************;

• Initial Complaint

  Date:06/25/2023

  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.

  I have had cove for probably about 1 year. During that time I have experienced nothing but issues. I am asking for a full refund of the fees weve paid thus far as this system has worked for maybe 3-4 months total. When we first placed our order with cove, we began having issues with the system control panel. Lost communication with cove nonstop. After multiple calls and resets, we had to argue to get the panel replaced. **** eventually did replace it. After getting the new panel, we again had issues. Contacted customer service numerous times and had to go through resets again and again. We have been locked out of our panel now two times (master code will not work) and it lost communication with vice a couple months ago. **************** is terrible to deal with and doesnt listen to your issue. They continue to say that we are protected, but clearly we are not. Its saying lost communication. Many times our smoke and fire detectors have gone off (cooking) and no call from cove security. This clearly means they are not monitoring anything. I would like a refund for the equipment but doubt that will happen. The monitoring charges are bogus though as they are not monitoring anything at all. Again, last multiple months the system will not even let us in.

  

  Business Response

  Date: 06/30/2023

  One of our managers has successfully reached out to the customer and addressed their concerns by replacing their equipment. We are dedicated to working together to guarantee that their system is fully functional and meets their expectations. 

• Initial Complaint

  Date:06/14/2023

  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.

  I've had to cove home security system for just about a year, In june the control panel stopped Working I contacted CO customer service we went through all the troubleshooting. They said they would send a new control panel and it would arrive in 5 to 10 business days.. However the product never arrived so when I called them to ask where it was when I would receive it normal questions I was told they had no idea they had. Not sent it and they didn't know what to do. I requested for them to check on the parts and contact me back. They did not contact me back in a timely manner it required me to call them again. I paid cash for the sysdumb. They need to refund me all of the money I paid because they sold me defective equipment that they cannot replace

  

  Business Response

  Date: 06/20/2023

  We had a manager reach out the customer to take care of their concerns. Due to supply chain issues, our warehouse has had delays to fulfill orders. Fortunately, we were able to ship a new panel and should be delivered within 2-5 business days. We credited the account for monitoring services. 

• Initial Complaint

  Date:06/07/2023

  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: 06/12/2023

  We had a manager reach out to take care of the customer's concerns. We offered to test the sensors before sending a replacement but the customer decided to cancel the services and will send back the equipment to receive a refund. We sent a follow up email so they can let ** know when the equipment is in transit so we can issue the refund.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20158113
  
  I am rejecting this response because:I want to reopen complaint ********. **** promised to issue a refund once their produce was returned to A ***** location. It was shipped yesterday, Monday 6/26/2023. *************************** at Cove contacted me and made me this promise. I returned the equipment and have not heard anything from Cove or gotten a refund as promised. More lies. I sent ****** and email yesterday with no response and also called Cove, who had no idea what I was talking about. This was apparently a lie made back a representative of Cove, who claimed they were a manager.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/30/2023

  Our standard procedure usually takes **** business days to process a full refund once we receive the package at our warehouse. However, to expedite the refund and avoid unnecessary waiting time, we decided to initiate the refund while the equipment was still in transit. The refund was issued to the credit card on file on 06/27/2023 at 9:50:47 AM. We sent the customer the transaction receipts. 

  Customer Answer

  Date: 07/03/2023

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