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:02/09/2023

  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 have been waiting for 3 or 4 months for a replacement panel for my security system. The panel is covered under a lifetime warranty. Customer service is supposed to update me on delivery. Never hear back and just get the runaround

  

  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 offered an AT&T panel but the customer let us know that having a Verizon panel would be better for him due to cellular reception. We will ship a Verizon panel this week. We will compensate the customer for the time he has been waiting for the replacement. 

• Initial Complaint

  Date:02/07/2023

  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.

  About an alarm system bought approximately two months ago. Had multiple problems with the system in which some have been solved and others not. 1. Yesterday my system was off-line from the cellular service automatically and then after 15 minutes while talking to a representative it came back online. The representative told me that it has been fixed and we should not have a problem again.2. Today called for the same reason and I was told need to troubleshoot the panel which they have done twice before. The system has been off-line since 2:54 PM today and remains off-line at 6:40 PM today. No one is worried about break-ins during the time it is off-line via cellular signal. 3. Before I went out of the country, I was able to see approximately six of my cameras, and today I am only able to see one, but they have no answer to that and told me to reset all the cameras which is not a easy process. This was a earlier conversation before I left out of the country to resolve issues with my remaining three cameras but now the issue is with all the cameras except one. 4. I would rather say just take the system back and give me all my money back and I will go with another system so I dont bother you anymore and you dont bother me anymore.5. I spoke to someone today why my system was off-line and what they did to the system yesterday so the same problem would not occur in the future and the answer was it came online, so there was nothing to fix. So we were just waiting for it to break down again Instead of making sure that a security system works constantly. Instead, I was told nothing is perfect 5. The system constantly says AC power outage probably 10 to 15 times a day and then restores within seconds. At an earlier time I was told there must be something wrong with your power., it took them approximately five weeks to even send me a new unit 6. We understand we are talking to out of country for technical assistance, and most of them have no clue what we are asking them

  

  Business Response

  Date: 02/13/2023

  We were able to send a replacement panel. Customer was able to install it successfully. We had a manager reached out to make sure everything was working fine. Because of the inconvenience we credited the customer's account and extended the ****** trial.

• Initial Complaint

  Date:02/02/2023

  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.

  Received my Cove system consisting of panel, 3 motion sensors, water detector, ************* sensors and 2 smoke detectors.First they sent me 2 smoke/Co2 detectors which kept triggering the fire alarm. After numerous calls they stated that those detectors should not have been sent as they were problematic and they would send me 2 smoke/heat/ freeze detectors.After waiting 2 weeks for the replacement units I finally received them yesterday. After installing them to the system and mounting them, after about 10 minutes the fire alarm was triggered again, I cancelled it from the panel and tried reinstalling them, just kept alarming. I again called Cove and asked if Im the only one who is having this issue, the response was NO, we are aware of problems with the smoke detectors.How can a company entrusted to protect my family knowingly send out smoke detectors that are faulty?These are life and death pieces of equipment that people trust with their families lives. I cannot get a phone number for the corporate offices.Again today they said they were going to send 2 new detectors.At this point I went to ********** and purchased 2 detectors so I have some protection as I discarded the old ones I had with another security company.I cannot believe a company would continue to use these smoke detectors.

  

  Business Response

  Date: 02/08/2023

  We had a manager reach out. We called but the customer didn't answer. We sent an email to follow up with the customer. We will wait for their response.

• Initial Complaint

  Date:01/28/2023

  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.

   
  Complaint: 18943486
  
  I am rejecting this response because:

  I responded to the merchant..my response is posted here:

  thanks for the information.
  I called the bank again and referenced the trackiing number provided.
  I was informed that AGAIN they see nothing for that amount form January 19, 2023 to today.
  The agent (*******) asked for a 15 digit trace number not a reference number. She was also unsure whether or not the 15 digit trace number would work since their system reflects nothing.
  She stated she also looked in their system again for that amount, as of today, the refund for that amount is NOT reflected anywhere in their systems.
  She also verified that the last four digits of the card used are correct. 
  Now what?
  Do you have a 15-digit trace number?
  Where is this money? Are your or someone able to reach out to **** or my issuing bank to resolve? I've done all I can do. And still getting the same results.
  Please assist.
  Thank You.
  ***************************
  
  Sincerely,
  
  ***************************

  st want my money returned NOW. At this point even a mailed check would be better than this constant back and forth between cove and my bank. Please refund my money.

  

  Business Response

  Date: 02/01/2023

  We have a manager reach out to address customer's concerns. We sent an email to the customer to prove the refund was processed. We attached the refund invoice and the transaction summary, which includes the reference number, so the customer's bank can trace the transaction. We will continue following up with the customer.

  

  Business Response

  Date: 02/03/2023

  We have been working with our accounting department to get this resolved as soon as possible and they are still investigating the case. We want to make sure they receive their refund. We will keep communication with the customer until the case is resolved.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18943486
  
  I am rejecting this response because: This has taken too long. All I'm asking for is a complete refund as promised. I'm still waiting for my refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/10/2023

  We issued a refund on 1/19/2023. We have been following up with the customer about this case. We are currently looking into the issue and we are going to get back to customer once we have more information from our accounting department. 

• Initial Complaint

  Date:01/18/2023

  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.

  We received our security system on 5/5/22 and did not have issues with it. Besides slow cameras until October 13, 2022. Our first panel one off-line on 10/13/22. We were out of town and had someone watching over the house we didnt notice it truly was off-line until 10/28/22. Following their help techniques over the phone, we were able to get the panel started again. And a new one was ordered.This panel did not work, despite doing all of their help techniques over the phone.I called and a new panel was shipped and arrived 11/03/22. This panel also did not work. Despite doing multiple phone calls multiple different types of help. Desk things over. The phone werent able to get this panel started.I asked to then cancel the service completely as obviously they didnt have the equipment to make it work, and they told me I would have to pay remainder fee in order to cancel my service. I told him I will not be paying for service until I have a working panel can actually arm my house for the safety and security of my family.On 11/17/22. I called again wondering where my panel is and its backordered at this point. No date insight as to when A panel should be delivered to my address for a working security system.They attempted to call me in the middle of my workday and go through help techniques to get the panel online. When I told him Im at work and I just want to cancel the system. They still told me I have to pay a fee even though I now currently have not had a working system For three months.

  

  Business Response

  Date: 01/25/2023

  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. The customer requested to cancel the account and receive a refund. We will issue a refund for what customer paid in their initial order. We sent a return label and once the equipment arrives we will issue the refund to the credit card on file. 

• Initial Complaint

  Date:01/18/2023

  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: 18834674
  
  I am rejecting this response because:  the new panel only worked for 3 hours after set up and then went offline.  I let them know this and did what they said. IT STILL DOES NOT WORK. WANT MY MONEY BACK.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/25/2023

  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. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer and we will make sure their equipment is up and running. 

  

  Business Response

  Date: 01/27/2023

  We were able to send a second replacement, this time it is a ******* panel. We sent the tracking information. We agreed that if this panel doesn't work for him, then he would need to send back the equipment and we will issue a refund for what the customer paid for it. 

  Customer Answer

  Date: 02/01/2023

   
  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 as I have 60 days per the email to make sure it works, or get a refund from Cove for my equipment.  I worked with ****** and she was incredibly helpful.  They need more folks like her.  It did take filing a complaint to the BBB to get the issue taken care of, but it the ******* panel is currently working. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/16/2023

  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 got the Cove security system well over 2 years ago and initially everything went well and Cove was helpful when there was an issue. Then I had an issue with not receiving any activity monitoring with the app that took way too long to correct. Now I called Cove on November 14, 2022 to tell them that the battery in the alarm panel had swelled up so much and was very hot and kept triggering a "system tamper" alert. I was told that an order for a new panel was issued. That was over 8 weeks ago and still no panel. I have emailed them 3 times and called them 4 times and all they say is that the order was turned in to the warehouse. I think it is very poor business to keep selling new systems and not take care of existing customers that have already bought systems and are paying monthly for a service and plan they are not receiving. It's a shame because it was good at first. I wish they would buy back my system and let me find a more capable security company.Update: It has been 9 weeks since I first contacted Cove with the issue. I was supposed to be contacted by a supervisor but they didn't call at the time customer service said they would. The next day a supervisor called while I was at an appointment and said she would call later that afternoon when I said I would be available but that never happened. I worry that this "hot battery" could be a fire hazard and expressed that to Cove. We had to take it down from wall mounting and it sits on a trivet made for hot pans. The back plate will not even fit back on the panel as the battery is swelled up so much! I got this system for my 89 year old mother and am deeply sorry that this is not being handled at all. Date of experience: November 13, 2022

  

  Business Response

  Date: 01/20/2023

  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. To provide a prompt solution, we sent her a new battery that would address the customer's concerns. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer.