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:02/26/2023

  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: 03/03/2023

   We have been working together with our ******************** so they can issue the Alarm Permit as soon as possible. They let us know that they have summited the application and they are waiting for Dekalb County to issue it. We credited the customers account and sent an email to continue following up with them.

• Initial Complaint

  Date:02/23/2023

  Type:Order 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: 19456186
  
  This is not an Accept or Reject but a work in progress. I spoke to the ************* who was very professional and accommodating but the main issue still remains and an issue. I am waiting on a new Security panel that will make use of ********* towers instead of AT&T and will have to see if the panel maintains a communication sync. 

  My AT&T panel still disconnects on a daily basis and I have to reset it 2 - 3 times a day. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/01/2023

  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 our communication with the customer.

  

  Business Response

  Date: 03/03/2023

  We have shipped the panel and it should arrive to the customers shipping address next Monday. We sent an email to the customer so we can keep following up with his case. We appreciate the customer's support. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19456186
  
  I am rejecting this response because:

  I just received the new panel and need to hook it up. I need to then run it for a few days to see if it get the "Communications Failure" error like I was getting on a daily basis with the AT&T panel. If it works the I can say I accept the response as a fix. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/10/2023

  Customer received his panel and it has been installed. We sent a follow up email to make sure everything was working fine.

• Initial Complaint

  Date:02/23/2023

  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 purchase a cove alarm system last summer july of 2022 Nothing but problems from day one I agree was a new system and can have issues my biggest problem is for over 6 weeks now my alarm panel went bad and still waith for cove to replace this alarm i have invested in this product and very disappointed just getting the run around from customers service the cannot tell me when i will get my cove alarm panel replace i have call multiple times same answer we will get back to you but no one does u cannot even speak with a supervisor because non available I'm so frustrated i have no alarm system active on my home. Need help. ***************************

  

  Business Response

  Date: 03/01/2023

  We had a manager reach out. We took care of the customer's concerns. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We sent him an AT&T panel we had available in our offices. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer. 
  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Had a Cove security system that was working fine and about 6 months into service the system stopped communicating with Cove. After 2 months of trouble shooting and receiving replacement panels Cove agreed to refund me $472.92 if I would just return the equipment and cancel service, which I did. After confirming Cove received the returned equipment I started looking for my refund which they stated would be put back on my credit card on file that they used to bill me for the monthly monitoring. After a week I called Cove customer service and they stated they had received the equipment and would issue the refund which would take 3-5 business days. It has now been over a month since that call and I have had 7 additional phone calls plus several emails regarding the fact I still have not received my refund. All I keep being told is they processed the refund but I had my bank investigate into the issue and there are no refunds or pending refunds on my account. You can only talk to someone from *************** when you call customer service and even though I made a request for a US based customer service rep to contact me that has not happened. This is a fraudulent company that I would never recommend to anyone. My next step is to contact an attorney and file a lawsuit to receive my refund.

  

  Business Response

  Date: 02/21/2023

  We had a manager reach out. We were able to report this issue to our credit card processor. The main reason why refunds are not showing is they are being rejected by the card issuer because the initial purchase was with a different card or the refunded amount doesn't match the sales amount found for the card. We have reprocessed the refund last week, on Wednesday, February 15th, and it should be reflected in their bank account in up to 10 business days. 

• Initial Complaint

  Date:02/14/2023

  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 have the same issue that several of the other people who have posted complaints have-I received a panel that says it has no AC power several times a day and the panel is continuously shutting down. I have made 11 attempts to get the panel replaced or at a minimum a new battery pack (which I am sure is whats causing the issue) and after several months I still don't have a working panel. They did ship me a new power supply even after I told them I checked the power supply with a meter and confirmed its putting out the correct voltage-I reinstalled it as requested and guess what-same problem. I read the Cove response to the other complaints regarding this issue where they blame their supply chain and COVID for the delays and its misleading at best-I can order a new panel today and receive it within 5 business days so what Cove really meant to say is that they don't have panels for EXISTING customers-only for NEW customers. Whats crazy is I even offered to buy the replacement panel at my expense and was told that I couldn't do that because my account is tied to the panel I have???? Like other customers I expected to receive an operable system and what I received was a panel that keeps losing power and ~18 accessories with dead batteries that i had to replace within 2-3 days of installing the system. This problem is easy to resolve-ship me a replacement panel as if i am a new customer or let me buy a new panel at my expense and configure it to work with my system. Respectfully, refunding my monthly fee really means nothing to me, what I need is a functional system to keep the crooks out and me getting a monthly service refund really means nothing to them.

  

  Business Response

  Date: 02/17/2023

  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. We sent him an ATT panel we had available in our offices. This should arrive within the next 2 business days.

• Initial Complaint

  Date:02/12/2023

  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: 19392464
  
  I am rejecting this response because:
  
  Sincerely,
  
  Crystal Hill

  That is completely incorrect the bank only takes 3 to 5 days to process a refund. My bank filed a dispute to the charges on that card because the company did not do what they stated. When a customer service agent called me Friday from Cove they stated that their was a error in their billing department. They noticed when they audited accounts that many had not recieved payments they apologized and continued to feed me the same excuses as to why they refund had not been processed. I then told them I would let my bank continue with their dispute and investigation. 

  

  Business Response

  Date: 02/17/2023

  We had a supervisor reach out. The customer mentioned she will handle this concerned with her bank. We were able to report this issue to our credit card processor. The main reason why refunds were not showing is they are being rejected by the card issuer because the initial purchase was with a different card or the refunded amount doesn't match the sales amount found for the card. We have reprocessed the refund and it should be reflected in customers account within 3 to 5 business days. 

  

  Business Response

  Date: 02/24/2023

  As mentioned before, we were able to report this issue to our credit card processor. The main reason why refunds were not showing is they are being rejected by the card issuer because the initial purchase was with a different card or the refunded amount doesn't match the sales amount found for the card. We reprocessed the refund on 02/15 and this has been already settled in their bank account.

  Customer Answer

  Date: 02/27/2023

   
  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 only because they money is back in account. I did not use a different card. So instead of making up information possibly tell the truth. Until my bank disputed the initial charge Cove did nothing. They gave me different reasons and blaming my bank for their mistake. 
  

  Sincerely,
  
  Crystal Hill

• Initial Complaint

  Date:02/11/2023

  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.

  PURCHASHED DECEMBER2 2023. IT WAS DELIVERED DECEMBER 7TH 2023. THE CONTROL ***** SAID TAMPERED AND TO CONTACT CUSTOMER SERVICE WHEN I TRIED TO INSTALL ,I TOLD THE **** THE BACK ***** WAS BROKEN OFF AND THE ***** DOOR SENSOR, THE ***** BREAK SENSOR . AND THE MOTION SENSOR DID NOT WORK . OFFERED TO SEND ME EVERYTHING EXCEPT A NEW CONTROL *****. I TOLD HER MY SIM CARD HAS CLEALY BEEN TAMPERED WITH BUT SHE IGNORED THIS. AFTER I RECEIVED THE 3 REPLACEMENTS. ON CHRISTMAS EVE WE GOT AVOICE OVER THE SYSTEM SAME THE SYSTEM WAS DOWN .I CALL CUSTOMER SERVICE AND GOT A RECORDING SAYING THE WERE CLOSED FOR HOLIDAYS I DIDNT GET HELP UNTIL JAN 3 2023 . THE MAN WAS RUDE AFTER I ASKED FOR A NEW CONTOL ***** HE SAID I COULD NOT GET ONE I ASKED FOR SUPERVISOR AND ***** SAID THE WAREHOUSE WAS BACKED UP AND IT MIGHT TAKE A WHILE TO GET REPLACEMENT ***** . EVERYTIME I LEAVE THE ***** CUTOFF OR GIVES ME AN ERROR MESSAGE .AND ON FEB 10 2023 I TESTED IT THEY NEVER CALLED MY PHONE WHEN ALARM WENT OFF ,BUT CUSTOMER SERVICE DID SPEAK TO ME ON THE *****. I LEFT SET ALARM AND WHEN I GOT HOME THE ***** WAS IN ERROR MODE I DIDN'T GET A PHONE CALL OR TEXT UNTIL 2 HOURS LATER. I JUST WANT ANOTHER CONTROL ***** ITS OBVIOUS SOMETHING IS TURNING MY ***** OFF WHEN I LEAVE.

  

  Business Response

  Date: 02/16/2023

  We had a supervisor reached out. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We shipped an ATT panel we had available in our offices. This should arrive within the next 2 to 5 business days. Because of the inconvenience we credited the customer's account.

• Initial Complaint

  Date:02/09/2023

  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.

  I installed your system months ago and EVERY SINGLE DAY it loses communication and often the screen just goes black! I finally spoke with someone at the beginning of January and they supposedly created an order for a new panel, but then said it is backordered. Weeks later, I called and messaged and they still have NO DATE FOR THE NEW PANEL and I have a non-working security system. Yet they still sell new systems online and send out panels to them! Complete garbage system and they need to make this right.

  

  Business Response

  Date: 02/14/2023

  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. We sent him an ATT panel we had available in our offices. This should arrive within the next 2 to 5 business days.