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:04/16/2023

  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,
  
  ****** ******
  rom people for no service all while recruiting new clients and providing them panels.
  Yes they have credit my month fee. This has more than 4 months and the panel is in backorder.

  

  Business Response

  Date: 04/21/2023

  We had a manager reach out. We called multiple times and sent an email, but the customer never responded. Due to supply chain issues, our warehouse has had delays to fulfill orders. Fortunately, we were able to ship a new panel to the customer. We credited the customer's account.

• Initial Complaint

  Date:04/02/2023

  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.

  My Cove security panel repeatedly had a communication failure, meaning no security monitoring, the only reason I have secuirty. When I called on January 10th, 2023 the technician attempted to troubleshoot however at that time a new panel was ordered. Every month that I called for an update, I was told it was on back order with no expectation of a delivery date. In the meantime, Cove continues to advertise and onboard new customers, who are receiving the new panels. Terrible business model and poor customer experience.Order #****** Date Ordered: 01/10/2023

  

  Business Response

  Date: 04/05/2023

  We had a manager reach out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. The customer decided to cancel the account. We issued a refund to the credit card on file for the month that they paid for services while they were waiting for the replacement. Customer confirmed that they received the refund. 

• Initial Complaint

  Date:03/23/2023

  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.

  Cove alarm company will not stop billing me even though I have emailed several times, and called twice asking my service be canceled. I kept getting told I had to email someone else or call another department. I had to cancel my credit card because they refused to stop and are still trying to bill me by threatening to send me to collections. I have not had their equipment active in over a year and they refuse to cancel.

  

  Business Response

  Date: 03/24/2023

  The customer had a due balance. When an account has a due balance we are unable cancel services unless it's paid off. We verified the customer's account and determined that the customer has not been using the equipment. We removed the due balance and canceled services. We sent an email notifying the cancelation. 
  
  

• Initial Complaint

  Date:03/17/2023

  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.

  As of March 17,2023 I called cove to cancel my account. I have a balance of $37 and was told I cannot cancel my account until I have paid the balance. I stated that I will pay all balances once my account is closed to please forward my outstanding balances to my address on file. The representative told me that they will not cancel my account until I have paid all balances today and that they will continue to charge me a monthly fee until they send it to collections. I have never been denied cancelation of a service and then forced to continue paying for a service I no longer need.

  

  Business Response

  Date: 03/23/2023

  We tried multiple times to call the customer but we couldn't find them. We sent an email to propose a solution for his case.
  The customer purchased their equipment on 3/30/2021, but they elected Coves Pay Later of Never Purchase Option for their Equipment. When they decided not to buy the equipment upfront, we agree to give them up to $415 in equipment (retail value); and they agreed to:
  Pay the monthly monitoring cost
  Pay an additional $10 a month for the convenience of not paying for the equipment upfront (fee, this won't go towards equipment balance)
  Keep our monitoring service for 36 months. 
  If services are canceled or terminated before 36 months, they agree to pay their equipment balance amounting to $219.45 and any other due balance. 
  See the terms and conditions section 8. Pay Later or Never Purchase Options for Product(s):
  *********************************************
  As an exception, we will cancel their services, but if in the future they decide to reactivate their services, they will need to pay any remaining due balance. 

• Initial Complaint

  Date:03/15/2023

  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,
  
  ***********************pany. I ask that Cove either send me a replacement panel immediately or refund me for the complete system

  

  Business Response

  Date: 03/21/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. Per customer's request, we sent him an ATT panel we had available in our offices. Because of the inconvenience we credited the customer's account.

• Initial Complaint

  Date:03/14/2023

  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. I wish that they would have taken care of this without having to go to such great lengths to get any response. 
  
  Sincerely,
  
  ********************* on when we will get one. Without a panel the security system is completely useless. So at this point they are collecting payment from people for no service all while recruiting new clients and providing them panels.

  

  Business Response

  Date: 03/17/2023

  We had a manager reach out. We were able to address the customer's concerns. We shipped a new panel and credited the account. We will continue following up with the customer.

• Initial Complaint

  Date:03/11/2023

  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 unsuspecting discovered through EXPERIAN that I was being charged for COVE home services on a recurrent monthly basis for services I did not order, nor did I receive equipment indicated, all without a contract, without my permission or knowledge. All for items and services that I did not want nor would I ever want for stuff I wouldnt ever use!. Apparently I have somehow been billed, payments collected through autopay every month since April 2022. This was done through ****** Pay, another dark corner of ****** which I had not set up, had not given it my credit card/debit card information nor would I ever use. I dont even use Apple Pay-dont trust that the services is making purchases and paying for services without my being aware. **** was contacted and played 20 questions with me. Requiring cancellation forms, more personal banking information and putting the burden of proof upon me. They wouldnt or couldnt even give me an account number. ******* informed no refunds (?) and stated getting refunds via ****** was impossible as answering system was a phone loop. Everything was so shady and flakey I began the maze of trying to get cancellation and auto payments stopped. I do not sign up for free services, trial offers or unnecessary services. I feel this is a somewhat sophisticated scam where money can be stolen from me without even my bank being fully aware, along with recurrent monthly payments set up via ****** using my payment records without my authorization And after reading online, it appears that COVE, ****** Pay and related services are not a shining example of anything but a rip-off. Now that these areas have been triggered in my iPhone, there appears to be no way to remove my payment information PERIOD. Nothing can be deleted. They simply reappear and are present the next time I check. Whether 10 minutes of 2 seconds.

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out. We weren't able to find an account in our system. The customer will send us the card information so we can investigate further.

• Initial Complaint

  Date:03/10/2023

  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: 19578285
  
  I am rejecting this response because: The lady that called me did not leave a return phone number. Yes I was busy that night but I have called over the past 4 months dozens of times. I have been told that the warehouse has created a label since January and even know being told that someone has created a label but nothing has been shipped. The Irony in this is that Cove is showing every AIRBNB guest what a horrible system they have. Every guest had been complaining about the system waking them up with false alarms and a panel that keeps erasing their code so they sit there with an alarm blaring as they try to figure out how to stop it and confused about why it went off in the first place. 
  
  Sincerely,
  
  ***************uipment is failing and still charging for a false sense of protection. What happens if someone dies in a fire? They know their equipment is failing and still acting like nothing is wrong.

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out to the customer. We were able to talk for some minutes but the customer was busy. We called a second timer but we could not get ahold of them. We left a voicemail and let them know we have requested our warehouse to send the replacement equipment. We will send the tracking information once we have it and compensate the costumer for the time they were waiting. Tell us why here...

  

  Business Response

  Date: 03/24/2023

  We were able to ship a new panel today, March 24th. We sent an email to the customer to let her know about this. Also, we shipped the CO sensors, and these were delivered yesterday. The only items that are pending to fulfill are the Smoke sensors which are in back order and will be shipped as soon as they are available. We credited the customer for 3 months of monitoring. 

• Initial Complaint

  Date:03/09/2023

  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:  they are being dishonest.  NO ONE HAS CALLED ME  othere than trying to collect fee. They have escalated it 5 times, scheduled for supervisors to call.  5 times I have sat by my phone waiting for someone to call who never calls.  AND THERE HAS not been any offers to resolve it as they said in this.  I received an email from Maria H******* stating they cant reach me asked me to respond with a good time for them to reach me which I did.  Se did not respond nor has anyone called at said time.   I would accept that offer if some one actually called me and gave me such offer.  Instead I get daily calls wanting payment.  You cant call back and reach a supervisor these people supposedly reaching out you cant call them back.  Its utterly  ridiculous.  Worst company ever
  
  
  
  Sincerely,
  
  ***** ******
  

  

  Business Response

  Date: 03/16/2023

  We had a manager reach out to the customer. We called multiple times but we could not get ahold of them. We sent an email so we can address their concerns. We will be waiting for their response. 

  

  Business Response

  Date: 03/31/2023

  We called again today, but no answer. We sent a follow up email letting the customer know the actions taken in their account:

   

  1. We have credited their account and they no longer have a due balance. Our billing department won't call them anymore (unless they have a pass due balance). 
  
  
  2. We created an order to replace the 2 defective smoke sensors and the 2 outdoor cameras.
  
  
  3. Also we credited their account with a month of monitoring. 
  
  

• Initial Complaint

  Date:03/08/2023

  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 Cove hardware and signed up for a monitoring service about a year ago. After six months (warranty period), the system now throws a communication link failure on a daily basis, which basically means that my home is not monitored. The only way to reset it to power down the system and cycle through it, for which I need to be home. Essentially if I am out of the house and it drops the link, my home is not being monitored and I need to come home to reset it. The only solution the company suggested so far is to reset it, every time I called. Lately they promised they would upgrade the firmware which would fix the issue. Unfortunately that didnt help. Then they said they would replace the head unit and promise that would solve the issue. 3 months into it they still cant give me a date when it would be shipped. Meanwhile, they continue to claim they have resolved the issue every time I call them.This company has been nothing but a source of pain. I would like all future customers to know that they have been selling faulty hardware and dont deliver what they are promising as selling monitoring service. I am suggesting a) the company rectifies the issue by immediately providing me a replacement unit that works b) if fixing the problem is beyond their capabilities, they provide me a full refund for the hardware unit that is essentially junk.

  

  Business Response

  Date: 03/10/2023

  We had a manager reach out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We let the customer know that we have requested a ******* panel to be shipped as soon as possible. Because of the inconvenience we credited the customer's account. We will keep following up with the customer.