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: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.

  My security system is inoperable and has been for 2 months. I was told by customer service they needed to send a new base station. They provided an order number. However - no system has arrived. I had several correspondences with them over these last 2 months. They even ordered again. They are either blaming the warehouse - supply chain or both. During this timeframe - at the very beginning, We ordered my son a system for his new home and his system was promptly delivered. Additionally - I receive daily emails about new equipment being 65 % off. In my estimation - the company is prioritizing new subscriptions over existing customers. This really is unacceptable based on the critical nature of the service provided. I would like to know when I will receive this replacement equipment to determine if I need to secure services elsewhere.

  

  Business Response

  Date: 01/20/2023

  We had a manager reached out via email. We explained to the customer that due to supply chain issues, our warehouse has been having delays to fulfill orders. We offered to send them an ATT panel we had available in our offices. We will make sure to credit his account. We will maintain communication with the customer. 

• Initial Complaint

  Date:01/10/2023

  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: 18714227
  
  I am rejecting this response because:  I sent them an email and I'm waiting action on their part.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/16/2023

  We had a manager reach out. We called but the customer didn't answer. We sent an email to the customer to coordinate a callback so we can address his concerns. We will be waiting for the customer's response. 

  

  Business Response

  Date: 01/20/2023

  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. Because of the inconvenience we credited the customer's account. We will maintain communication with the customer. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18714227
  
  I am rejecting this response because: While the business has committed to sending me a new panel, I haven't yet received nor tested it to prove the problem is resolved.  As you might expect, I've trusted them to resolve the issue many times before only to be disappointed.  Please keep the case open until this issue is resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/27/2023

  The panel was shipped last Friday, January 20th. ***** had some difficulties delivering it on time but this was delivered this Friday. January 7th. We provided the tracking information and the panel should be ready to install. We will make sure to work and keep communication with the customer.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18714227
  
  I am rejecting this response because: The AT&T replacement panel they provided couldn't achieve a consistent channel in my area.  After troubleshooting, they decided to send me a replacement panel ********* again.  These panels are currently on back order; so, the *** is indeterminate.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18714227
  
  I am rejecting this response because:  Still don't have a working panel.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/03/2023

  We were able to test and get ready a ******* panel for shipping. We sent the tracking information and the customer should be getting the replacement within 2-5 business days. 

  

  Business Response

  Date: 02/09/2023

  We were able to confirm that the customer received and activated the ******* panel today 2/9/2023. We sent a return label so he can ship the deflective equipment. 

  Customer Answer

  Date: 02/11/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:01/05/2023

  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 based upon the following.  I received an email on January 6th direct from Cover with an attachment stating my account is paid in full.  This email from Cove confirms I owe nothing from November 26th through January 6th when the account was closed.  If Cove honors their email then I am satisfied.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/06/2023

  We have been able to successfully cancel the customer's services, and they will no longer receive a monthly bill. This cancellation went into effect on 01/06/2023. We will no longer contact the customer as requested. We left a voicemail and sent an email to notify the actions taken on their account.

• Initial Complaint

  Date:01/04/2023

  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.

  purchased a outdoor camera and it stopped working would pair to my phone and then would be unavailable for viewing meaning the camera was not available to use you were unable to view it. Contact customer service and continuously ran me through the same process over and over! Questioning me if I was putting in correct info etc! Literally hung up because he kept running the same steps! All I want is a replacement for my outdoor camera!!

  

  Business Response

  Date: 01/10/2023

  We have a manager reached out but she couldn't find the customer. The customer contacted us back and one of our agents was able to process the order to replace the camera. We provided a free month of monitoring for the inconvenience. We sent an email to continue following up with them. 

• Initial Complaint

  Date:01/02/2023

  Type:Delivery 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.

  Worst security and customer service ever. Equipment does not work. Call to cancel, and they beg you to try for a little longer and say you can cancel after with no problem. Then, when you try to cancel a month later, they tell you you're now past the time frame where you can return the equipment. After being guaranteed this would not happen.

  

  Business Response

  Date: 01/05/2023

  We had a supervisor reach out to customer. We were able to address customer's concerns and clarify information. We sent a return label and agreed to refund their money back once the equipment is in transit to our warehouse.

• Initial Complaint

  Date:12/30/2022

  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.

  Roughly 2 years ago, I made an online purchase of Cove's security equipment. I never took it out of the box and I never used their monitoring service. At the time of purchase, i had intended to use the system in the home i was hoping to buy after the sell of my then current home. However, it took longer than anticipated to sell my home during which time the other home had also sold. Shortly after my home sold, my belongings were put into storage and i left the state, traveling to the esst coast. I talked to Cove several times explaining i had no idea I had entered into a monthly service; therefore, I requested to have the service put on hold until I got back rather than charging me $34 a month for service I was not using. I was told I needed to return equipment and bring the account current, before they could discontinue my service. Several times I explained to them what had happened. I asked for a regional office manager that I could talk to and I was told there is none. They want $300+ for the equipment. I looked online and found that they had a military offer for $200+. I requested that I be offered that amount I was told that was not the contract I signed. To the best of my recollection, i never signed a contract with this company. I believe I was told it was implied with the purchase of the equipment. I'm sure I did not realize that when I made the purchase, I was not contacted before I left the state when I could have gone to storage to try and locate the equipment. At any rate, I have now paid $34 per month for nearly 2 years for service I have never used -- minus any uncollected amount. It seems ridiculous, when they are well aware that I have never used their service, and that they would not suspend the account. I have now found the unopened equipment in storage. I am seeking a fair and equitable settlement, particularly given how many times I requested to suspend billing for the service I never used. I would also like an apology for the rude way I have been treated. I also wanted to offer a warning to any potential customers. I would also like for Cove to stop their nearly daily calls until this complaint is settled.

  

  Business Response

  Date: 01/05/2023

  We had a manager reach out but we couldn't find the customer. We have sent a detailed email to clarify information about their current plan and propose a solution. We are still waiting to hear back from them. 

• Initial Complaint

  Date:12/30/2022

  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.

  I signed up in January 2020. I agreed to finance the equipment for 36 months at 10 a month and then my bill would drop to 12 dollars a month. Well it's been 3 years and my account shows that I still over 179 dollars on the system. They have no way to show the break down of payments and I have called on this and they give you these joke ****** and claim more will come off and it will be gone by the end of 36 months. Well it's not and I have been totally ripped off.. I did everything propertly and they just hope you forget since it's been so long. Please don't sign up for this business' service.

  

  Business Response

  Date: 01/05/2023

  We had a manager reach out but we couldn't find the customer. We have sent a detailed email to clarify information about their current plan and propose a solution. We are still waiting to hear back from them.

• Initial Complaint

  Date:12/28/2022

  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.

  7/18/2022 purchased Cove security system. The system had problems from the start with video. After that was partly resolved the system worked off and on, now the system calls the fire department and the police along with setting off the smoke alarm. Also says it has no a/c power but the power test good. I have contacted Cove several times with these problems and all they want to do is have me trouble shoot their system. This has been done several times with no results. I have asked for a new control panel but all I hear is we want you to trouble shoot the panel. Then I was told that I could not get a new panel because they had none in stock but yet they are still selling the complete system with the panel, so why could they not take a panel from a system and send it? I want the system to work without me having to spend time trouble shooting their problems.

  

  Business Response

  Date: 01/03/2023

  We had a manager reached out. We explained to the customer that due to supply chain issues and holiday sales, our warehouse has been having delays to fulfill orders, but as soon as our panels are ready to ship, the customer will receive an email with the tracking information. Because of the inconvenience we credited the customer's account. We will continue following up with the customer.

• Initial Complaint

  Date:12/22/2022

  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.

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

  I opened a complaint # ******** and it was closed during the holidays before I even had a chance to respond to the business. I would like to request that the complaint be opened back up as the response from the business failed to address all the issues in the complaint. 

  
  Sincerely,
  
  *************************weren't even aware that they weren't functioning due to development and aren't able to provide correct information to the customers because they have no direct contact with the development team/ technical team. The supervisor stated he would credit my account for 2 free months but didn't have a date in sight for the completion of the project as he also didn't have direct contact with development team. This is a clear case of false advertising and a complete disaster in internal communications between the support teams at Cove. On top of that, my online portal was still linked to a previous owner and had personal account information that I shouldn't have had access to. For a home security company, they are not very secure or transparent about services.

  

  Business Response

  Date: 12/28/2022

  While still in beta/development, all advertisement on our sales site is currently being modified and removed to not promote a function until development is completed. The functionality will still be there as is, but as he was previously advised, focus efforts will be geared towards the development of the new app with more expanded and reliable routines. As for the portal linking to an existing owner, There will be an ongoing discussion about how to address Portal account creation for switchover accounts. 

  

  Business Response

  Date: 01/13/2023

  We had a manager reached out.  We were able to address customer's concerns and clarify information. We let him know that all advertisement on our sales site is currently being modified and removed to not promote a function until development is completed.  The functionality will still be showing in the app, but as he was previously advised, focus efforts will be geared towards the development of the new app with more expanded and reliable routines. We will keep our communication ongoing.

• Initial Complaint

  Date:12/19/2022

  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.

  We switched from vivant to cove smart in August of 2022. It seemed simple enough and I bought my equipment. Since we had the equipment, it has not functioned correctly. Constant issues with sensors and alarms going off. In Oct the fire alarm went off when we were not home. I had to rush home from my other home and let the fire department in to check. They test and checked and there were no issues. The alarm then went off a few more times to where I just had to remove them from the panel. I called on 12/19/2022 and asked if they could send someone out to check and see if everything is correct. I was told no. I was told this is a DIY company, I responded to the the agent. When I signed up for service there was an option for installation. He said it is to late for that. I asked to speak with a manager and he told me there wasn't any. The agent name was "****" no last name and no id either. All I want is for my system to properly work or cancel the account. I have babies in the house and I really want to have the alarm working correctly.

  

  Business Response

  Date: 12/20/2022

  We had a manager reach out. We were able to address the customer's concerns and clarify information. We explained that as a DIY system it is required to be at the residency to troubleshoot the system. We offered to replace any defective part of the equipment, but the customer decided to cancel the account and return the equipment back to us. We will issue a refund for what he paid for the equipment once *************** to our warehouse.