Complaints
Customer Complaints Summary
- 205 total complaints in the last 3 years.
- 72 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/26/2025
Type: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 security system advertises that it is integrated with ***** to control their security system. In order to do this, you have to sign up to the pro plan for an extra $15/month. We've had the system for around 3 years and paid the extra $15/month specifically to have the alexa ******** I've tried many times to set up this integration with no luck, thinking it was user error on my end. I ******* decided to contact their customer support for help and was told that the system we have is not capable at the time and they are working on it and I would have to upgrade to a new system for this function. When I started asking questions about the new system they then told me that it was also not able to connect to ***** and they were working on that too. I asked for a refund for the $15/month we've paid over the last 3 years and was told no, because that also got us a lifetime warranty for our system. I am not concerned with the lifetime warranty, I wanted the ***** ************ that is why we opted for the additional fee. This is advertised as an available function on all of their systems, including the one we have. It's advertised on the ****** app store, their website, and all review sites. After reading the reviews in the ****** play store, I see that every other customer is experiencing the same issue. This seems like false advertising to me and they are trying to refuse to make it right by attaching a warranty to the extra fee to protect themselves, expecting their customers to just give up out of frustration.
Business Response
Date: 03/28/2025
We were unable to locate an account using the information provided. Please provide the account number or the monitoring address.Initial Complaint
Date:03/24/2025
Type: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: 23111590
I am rejecting this response because: There was no solution provided. I look forward to receiving a solution to my security issues.
Sincerely,
******* ******ice that failed to deliver the protection I was promised.This situation has been both a waste of money and a major inconvenience. I expect ************* to stand by its commitment to its customers and rectify this issue without further delay. Please respond within seven business days to confirm the steps that will be taken to resolve this matter.Business Response
Date: 03/26/2025
Thank you for reaching out and sharing your concerns. Your security and satisfaction are our top priorities, and we take this matter very seriously.
Our team is currently reviewing your case, and we will get back to you within the next few days with a resolution plan. Please rest assured that we are committed to addressing your concerns and finding a suitable solution.Business Response
Date: 03/31/2025
Your account will be reviewed during a manager meeting tomorrow morning. Afterwards a manager will get in touch with you to discuss a resolution.Customer Answer
Date: 04/04/2025
Complaint: 23111590
I am rejecting this response because: I still have not received a call from a manager. I am asking that my cameras be replaced free of charge and that I am reimbursed for the months that I have been without cameras as we had a break in and could not provide footage of who broke our window.
Sincerely,
******* ******Business Response
Date: 04/08/2025
Weve reached out by phone, email, and text. Please respond through any of these channels so we can work together on a resolution.Initial Complaint
Date:03/23/2025
Type: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 canceled our Cove subscription over a year ago. In the last month, Cove has tried to charge us for the time since we canceled to the present. No attempts to charge for over a year then now trying to take over $200 for a service we canceled.Business Response
Date: 03/24/2025
Thank you for reaching out to us regarding this billing issue. We sincerely apologize for any confusion or inconvenience this has caused.
Our team is currently reviewing your account and will get back to you as soon as possible with a detailed response. We appreciate your patience and will work to resolve this matter promptly.Initial Complaint
Date:03/19/2025
Type: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: 23089287
I am rejecting this response because: we are now going into the fourth week since I ordered the Cove system. I still don't have a working security system nor have I received a replacement touch panel. ALL THEY DO IS LIE TO ***** CUSTOMERS. **** told me last week they would send me a new touch panel this past weekend and call me. This never happened. They refuse to give me a refund and keep trying to charge my CC $32 for services that are not connected nor working. I can get money back from a dead man quicker then Cove will send me my touch panel. I have lost my patience at this point.
make this right for you. I can get the panel expedited for you." Really! I have been told they don't have overnight shipping. One in this company communicates with each other and you can save the supply chain BS because I know you're holding on to those touch panels for new customers only and s**** over the one who's money you have already taken.
Sincerely,
Quintanella *******Business Response
Date: 03/24/2025
Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience this has caused you. Our team is currently reviewing your case, and we will get back to you as soon as possible with an update.
We appreciate your patience and will do our best to resolve this matter promptly.Business Response
Date: 03/26/2025
We tried calling yesterday but we were routed to voicemail. Please return our call when you get a chance.Customer Answer
Date: 03/28/2025
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,
Quintanella *******Initial Complaint
Date:03/14/2025
Type: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,
***** *****inst, they know I am a veteran, it is in my file, and I did get a discount on the original equipment and I am a current customer so they are not treating me correctly.Business Response
Date: 03/18/2025
Thank you for sharing your concerns. We apologize for the issues you've experienced and understand your frustration. We take these matters seriously and will investigate your case further. Our team will get back to you as soon as possible to resolve the situation. We appreciate your patience.Initial Complaint
Date:03/13/2025
Type: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 moved over a year ago, and no longer had a need for Cove Smart services. I have contacted their support team several times, both by phone and live chat in order to cancel my account. Every time, they claim that the department that handles cancellations is unavailable.
I finally had to report this to my bank and put a stop-payment on all future charges. The service was decent, but their customer service is negligent bordering on criminal. There is no contract, so I should be permitted to cancel my account whenever I want. This very much appears to be a scam wherein they keep charging customers who are not using their service any longer.Business Response
Date: 03/18/2025
Thank you for reaching out and sharing your experience. We apologize for the frustration you've encountered. We take your concerns seriously and will investigate this matter. Our team will get back to you as soon as possible to address your account cancellation and any issues you've faced. Thank you for your patience.Initial Complaint
Date:03/12/2025
Type: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: 23053900
I am rejecting this response because:
No resolution given, being investigated.
Sincerely,
******* *****Business Response
Date: 03/13/2025
We appreciate you reaching out and understand your frustration. We are currently looking into this matter and will get back to you as soon as possible. Thank you for your patience.Business Response
Date: 03/19/2025
The panel was shipped last week. An agent will be in touch with you to provide tracking and answer any questions you have.Initial Complaint
Date:03/09/2025
Type: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: 23042131
I am rejecting this response because: I have no idea how long it will take for the company to allegedly review my case. It shouldn't take long at all since I just called a few days ago. Also, they are already well aware of this current situation, as it has affected many customers.
Sincerely,
********* ****** ******om 2 to 3 different apps to view my three cameras, which is ridiculous. I'm paying Cove a monthly fee for what? Cove should ***lace all the cameras and cover the installation costs, as well. If Cove can't keep up with the technology, they shouldn't be in business. I pay $29.99/month for a useless security system.Business Response
Date: 03/11/2025
We appreciate you reaching out and sharing your concerns. Our team is currently reviewing your account and the issues you've experienced. We understand how frustrating this must be, and well get back to you as soon as possible with an update. Thank you for your patience.Business Response
Date: 03/18/2025
Your account was reviewed today and a manager will contact you shortly.Customer Answer
Date: 03/19/2025
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:03/05/2025
Type: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: 23025888
I am rejecting this response because: If I accept it, it closes the case. This is but another time waster. Instead of resolving, You've again missed the moment.
Sincerely,
******* ****Business Response
Date: 03/06/2025
We appreciate you reaching out and bringing this to our attention. We will review your account and get back to you as soon as possible regarding your cancellation and refund request. Thank you for your patience.Customer Answer
Date: 03/11/2025
Complaint: 23025888
I am rejecting this response because: It does not resolve the matter.
Sincerely,
******* ****Business Response
Date: 03/10/2025
The account is being reviewed before a solution can be provided. A team of managers will be discussing the matter tomorrow morning, and one of them will reach out to you soon with additional information.Business Response
Date: 03/14/2025
We have no record of any cancellation request prior to March 5, 2025. The only communication we have on file before that date concerns a past due balance that required resolution. Please provide any documentation that shows you requested cancellation prior to March 5, 2025.Initial Complaint
Date:03/05/2025
Type: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 was told by one of your “highest level managers/supervisors” I would be getting a call yesterday(3/5/25) as to an update from the warehouse about my order, I have yet to receive a call and it is the end of the day on 3/6/25
Sincerely,
Brandon YokeBusiness Response
Date: 03/06/2025
We appreciate you reaching out and sincerely apologize for the ongoing issues and delays you've experienced. We understand your frustration and will review your case as soon as possible. Our team will get back to you shortly with an update. Thank you for your patience.Business Response
Date: 03/10/2025
The account is currently under review, and a solution will be provided once it's complete. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with more information.
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