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:12/13/2022

  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.

  Cove is a terrible security system company! My system has been unconnected from thier monitoring system for a few days. I have called three time trying to re-establish connection and was told to put my system outside where it could get a better signal. Then I was told to wait 24 hours and call them back. I demanded a new system and was told that it was not possible. I also believe I was sent an old system. I had bought my system in 2020 and the device says it has not been updated since 2017. I would like a refund of the entire system or a completly new system sent to me. I would not recommend this service or system to anyone!!!

  

  Business Response

  Date: 12/19/2022

  We had a manager reach out to customer. We were able to address customer's concerns and clarify information. We created an order that includes a new Panel. We credited account to compensate customer for the time she will wait for the replacement.

• Initial Complaint

  Date:12/10/2022

  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.

  Multiple false alarms & LYING about how many times emergency services were dispatched - saying they dont have a record of it when I contacted them for resolution.My first and very major issue is false alarms. I have had 4 false alarms from my fire alarm in the last 6 months (my system is only almost 1.5 years old). 2 of these false alarms the fire department was dispatched (first time my father in law was babysitting and didnt know the code to cancel and the second time was the middle of the night and we couldnt cancel in time- everyone was spooked). There was never smoke or CO2 that triggered it, the second time was in the middle of the night and my wife, son and I had to stand outside and wait for them to test for CO2. I was frustrated after these incidents but the fire department explained that its a fluke that can happen now and then so I decided to let it go and not bother contacting about it. Instead I removed and readded the sensor and thought that resolved the issue.Nope. Months later another false alarm, I was able to cancel it in time but it was right when I put my son to nap and he woke up so I got distracted and forgot to contact Cove.Then it happened again a few nights ago right as my son fell asleep. He took hours to get back to bed and I was irate and contacted them. This was the 3rd time this system has disrupted his sleep and our lives. And its not quiet- its extremely loud and scary to a young child and dog.Anyway I have been scared to even set the thing (been having problems with outdoor camera batteries too) so I logged into my account for the first time in a year to find the way to contact them and I see an account balance when Ive had it on autopay. My card expired and they didnt contact me (I have no billing emails from them nothing) so Im even more frustrated.When I reached out they refused to help- sent me down a rabbit hole instead of replacing the sensor- the whole 9. Do NOT trust these people to make you feel safe.

  

  Business Response

  Date: 12/15/2022

  We had a manager reach out to address the customer's concerns. The calls went to voicemail so we sent an email to continue following up. We are still waiting for the customer's response. 

• Initial Complaint

  Date:12/05/2022

  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.

  Cove has been the absolute worst security company i have had the displeasure of dealing with. I have been with them for almost 3 years now with no issues until it was time to replace their malfunctioning security panel. I placed my initial call on November 11th. **** assured me they would place an order for an replacement and have the panel expedited. I called again on November 18th and to my surprise the panel was still not order nor was there any tracking information. I spoke with a ************************* **************** Manager who assured me the panel will be ordered and I would have it by November *****rd. Panel still was not ordered.As of today 12/5/2022 I placed another call to Cove for an update and was told once again they have not ordered my panel nor do they have tracking. Do not do business with this company. No point in buying a security system when you can't even secure your home or family during the holidays.

  

  Business Response

  Date: 12/09/2022

  We had a manager take care of this case. We were able to address customer's concerns and clarify information. We were able to ship a panel. This has been delivered and installed. We credited the account to compensate the customer.

• Initial Complaint

  Date:11/12/2022

  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: 18396570
  
  I am rejecting this response because: They kept calling my phone over the midnight hour while i was sleeping. Calling me at 1am in the morning is absolutely ridiculous. i did finally receive a shipping return label and i sent back the equipment however no refund to date has been issued. Its apparent they are doing everything they can to avoid this. I sent back the equipment i want my money back.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/16/2022

  We had a supervisor and a manager reach out. The customer didn't answer our calls. We sent an email to follow up with the customer and he requested to cancel services and issue a refund. We sent the return label and let the customer know that once the equipment is in transit to our warehouse to let us know so we can issue a full refund to his credit card on file. We are still waiting for his response.

  

  Business Response

  Date: 11/23/2022

  All of our outbound calls are provided during business hours. We were able to verify our call history and the last time we tried to call the customer was on November 15, 2022, at 03:32:50 PM MST. There was no call found provided during midnight hours. 
  A manager sent an email the same day with the return label. The account was canceled on 11/15/2022.
  As part of our Coves Product Return and Services Cancellation Refund Policy, section 13 (https://www.covesmart.com/legal/), we will provide a full refund upon arrival and inspection of the equipment. The equipment was delivered by ***** to our Warehouse on 11/22/2022 at 1:51 pm.
  Upon inspection, the refund was issued to the customer's credit card on file on 11/23/2022. The transactions could take 2 to 4 business days to reflect in the account. 

• Initial Complaint

  Date:11/08/2022

  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,
  
  *******************

  

  Business Response

  Date: 11/11/2022

  We had a manager reach out via email to the customer. We have been able to successfully cancel customer's account, and he will no longer receive a monthly bill. This cancellation went into effect on 11/10/2022.  The customer was added to the not contact list. 
  Monitoring services were provided from 9/27/2021 until 11/10/2022. If the customer decides to reactivate monitoring services, he will need to pay any due balance.  

• Initial Complaint

  Date:11/07/2022

  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,
  
  *******************************elling and living with the lost money, which troubles me.

  

  Business Response

  Date: 11/11/2022

  We had a supervisor reach out to customer. We were able to address customer's concerns and clarify information. We issued a refund for the amount of $58.05 (3 months of monitoring) to the credit card on file.  

• Initial Complaint

  Date:11/07/2022

  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.

  We purchased a Cove system in April 2022 for our new business in New Hampshire. The initial set-up was fairly simple and we were generally satisfied. That was until we started having issues and started to have to deal with Cove's inferior customer support. The representatives are friendly, but unfortunately, they are clearly just reading from a script and don't actually know how to troubleshoot problems and there is no option to escalate to a higher level of support. We first started having problems with false alarms. Our smoke/fire alarm has gone off several times while we had guests in our restaurant, which was very unpleasant for them. Our main problem currently is that our panel has not connected reliably for a couple of months and your support just has us doing the same steps that don't work over and over again. We originally had an ATT panel and we were sent a Verizon panel, bit that one isn't working either, even though the connection tests seems to indicate that the signal strength is very good (99). I have spent countless hours on the phone and in chat trying to resolve these issues without result. I would like these issue to be resolved ASAP or I would like a full refund of what we have paid to Cove for services that we did not receive.

  

  Business Response

  Date: 11/11/2022

  We had one of our managers take care of this case. We were able to assist the customer and provide guidance on how to troubleshoot the system. We compensated the customer with 2 months of free monitoring. We agreed to continue following up with him if any issue persists.

• Initial Complaint

  Date:11/06/2022

  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: 18367033
  
  I am rejecting this response because: My bank does not show any credit to my account from cove.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/11/2022

  A refund for $80.97 was issued to the customer's credit card on file on October 17, 2022. The bank settled the transaction on 10/17/2022 at 9:12:34 PM. 
  We sent an email to customer to prove the refund was processed. 
  The customer kept stating we didn't process the refund. We asked for the customer's bank statement, as requested by our billing department, so we can investigate further, but the customer refused to send it.  
  We have sent the customer all the information we have to prove the refund was issued: We attached the refund invoice and the transaction summary, which includes the reference number, so the customer's bank and **** can trace the transaction. 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18367033
  
  I am rejecting this response because:

  ******* bank reviewed my account and the was to a credit or deposit set-up as Cove stated. Yet they wanted my bank statement, which is highly inappropriate these days with fraud  not to mention what I spend my money on is my business. If there was an issue they should have taken it up with the bank not me. It is ironic though that after I filed a second complaint stating I wasnt paid that mysteriously a credit comes to my account a month later that they stated. I stand by my words and would not do business with them nor recommend anybody else. Too many discrepancies from their word to what is actually delivered
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/16/2022

  We explained to the customer that with the information we provided, the refund invoice and the transaction summary, the bank was going to be able to trace the transaction. The customer confirmed that he received the deposit on 11/16/2022. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18367033
  
  I am rejecting this response because:They are lying the deposit never happened on 10/17! It happened on 11/16 after I raised a little h*** and stood my ground. That is no way to do business. Blame the consumer? Really? My bank verified the money was never deposited and the request for my bank statement does not sit well with me. That is an invasion of my privacy. What I spend my money on is nobodys business.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/23/2022

  For this complaint, the customer's main concern was about receiving his refund. Upon receiving the complaint, we did an investigation with our ********************** They confirmed that a refund for $80.97 was issued to the customer's credit card on file on October 17, 2022. The bank settled the transaction on 10/17/2022 at 9:12:34 PM. 
  Asking for the bank statement was part of the internal procedure from our ********************* to make sure the transaction was still not reflecting, and customers are free to not provide that document.
  We sent an email to the customer with all official documentation (refund invoice and the transaction summary) between us and **** to prove the refund was processed. Once the money is out of our account, the customer's bank is the one responsible to reflect the transaction. This requires the customer to call their bank for further investigation. As we mentioned before, with the Reference number the bank was going to be able to trace the transaction. The customer confirmed that he received the deposit on 11/16/2022. 
  
  

• Initial Complaint

  Date:10/27/2022

  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.

  Since around June 2022 Cove Smart, LLC d/b/a Cove Home Security has constantly and frequently called attempting to collect a debt for home security service. I have repeatedly requested they send to me in writing via **** an actual billing statement with a breakdown of charges. I advised them in the all months from July 2022 until current that they have 1. violated FDCPA with the following; A. 15 USC **** (d)(2) B. 15 USC ****b (2) by attempting to contact numbers that were listed as emergency contact for the home alarm; C. 15 USC ****c (a); D. 15 USC ****. They have not as requested validated the debt so the violated 15 USC ****g; Cove Smart, LLC did not provide billing statements and willfully violated 15 USC 78m. I am using 15 USC **** (a)(1)(2)(3) to dispute what has not been proven to be valid. Using an auto dialer with timed repeated calls along with either not responding to hello or allowing the phone to ring once and hang-up is all harassing and they seem to think it's a game on their end while laughing or not taking what is said by me the Consumer seriously.

  

  Business Response

  Date: 10/31/2022

  When the customer decided to purchase the equipment on 07/21/2021 the customer elected Coves Pay Later of Never Purchase Option for the Equipment. As set forth in Section 8 of the Terms of
  covesmart.com
  Sale, the following conditions apply to their order:
  "You purchased Equipment totaling $260.55 but selected the option to pay $73.80 for your Equipment by keeping ************************** active for 36 months. If your service is cancelled or terminated before 36 months, you agree to pay
  $186.75 which is the remaining cost of your Equipment. ($186.75 + Tax)"
  
  The customer didn't keep the agreement by keeping the ******************************* paying the equipment balance and any monitoring due balance.
  
  As an exception, we were able to successfully cancel the customer's services, and will no longer receive a monthly bill. This cancellation went into effect on 10/27/2022. The customer was added to the not contact list. 
  We sent the cancelation notification via email to the customer, and attached the account statement and the agreement. 

• Initial Complaint

  Date:10/24/2022

  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.

  Ordered a full system beginning of October. Got the system went to install it and the panel is not working. No cellular connection. They claim that the *** card in my system is not yet active and i have to wait 24hrs. Its been well over 24 hours and it still does not work. I have spent over 3 hours with 5 different people from their call center in *************** trying to get someone to resolve my issue and all they have done is give me the run around. I have been hung up on twice (and I was not rude and I did not swear) They refuse to give me a phone number to contact support in the US, they say they have no phone # to refer me too. They claimed they would send me an email showing an account credit and I have not received that either. I have paid up front for service and I cannot even use the system. I have reached out by phone and by online chat. By the way their online chat people all use the same name. I want a resolution for my system or a complete and full refund for all the money I have spent thus far on their faulty equipment.

  

  Business Response

  Date: 10/28/2022

  We had a Manager reach out to the customer. Their phone number went to voicemail.
  First attempt:
  Date: 10/24/2022 10:18:40 AM
  Second attempt:
  Date: 10/26/2022 2:07:07 PM
  Third attempt: 
  We sent an email to the customer on 10/27/2022 addressing all their concerns. The panel is currently online and connected to our Monitoring Station.  We compensated the customer by crediting the account and extending the 60-day trial for an extra month. We haven't heard back from them.