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:03/04/2025
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.
I have been a customer of this company for a few years lately they have been shutting off my equipment without warning then they don’t want to send me replacement equipment I had to buy new equipment the last time they shut off my indoor cameras they told me I couldn’t get a new one without upgrading all me equipment I went on there website was able to buy just a camera ($59.99) they then told me they would reimburse me the shipping cost ($12.99) it’s been almost 3 weeks still have not received the camera or the refund every time I call they keep telling me that it was sent but it hasn’t been sent and my contract was scheduled to end on 3/1/25 now it says it will end on 3/31/25 because I told them that I was going to leave the company the way they are treating me isn’t right I want my refund for the shipping cost and I want my contract end date back to 3/1/25 so I can switch companies
Business Response
Date: 03/10/2025
The account is under review before a solution can be offered. A team of managers is scheduled to meet tomorrow morning to discuss the matter, and one of them will contact you shortly with further details.Initial Complaint
Date:03/03/2025
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: 23013675
I am rejecting this response because: I have already talked with techs and customer service 10 times since installation. Suppose to record all motion shows camera image with line through and no recording App won't show live feed. Wife's car broken into 3-3-24 no video have 2 different cameras with 2 different angles neither recorded anything all blank cameras. We have the cameras on their on Wifi now, everything appeared to work when first installed. Nothing but trouble after first week requested a replacement for Hub was told 80 dollars that's why decided to contact BBB.
Sincerely,
***** *******Business Response
Date: 03/05/2025
Were sorry to hear about these ongoing issues and understand how frustrating this must be. Our team is reviewing your concerns, and we will get back to you as soon as possible to discuss a resolution. We appreciate your patience and will be in touch soon.Business Response
Date: 03/10/2025
Understood. Your account will be discussed in a manager meeting tomorrow and we will be in touch soon with what we were able to find. We appreciate your patience.Customer Answer
Date: 03/13/2025
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:03/03/2025
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: ********
I am rejecting this response because:They haven’t done anything. I called and was put on hold for a total of 30 minutes. They told me they would transfer me to a manager and they never did. They put me on hold and each time they returned to the call and said “I already transferred you to a manager.” They clearly have trained their staff to blatantly lie and they are incapable of solving issues. They charged me today - after I canceled my account. Absolutely the worst company I have ever dealt with. They do not solve issues.
Sincerely,
***** *******Business Response
Date: 03/03/2025
We’re sorry to hear about your experience and understand your frustration. Our team is currently reviewing your concerns, and we will get back to you as soon as possible to address the issue. We appreciate your patience and will be in touch soon.Business Response
Date: 03/05/2025
The account has been canceled and we have also refunded the last payment that was made.Customer Answer
Date: 03/07/2025
Complaint: ********
I am rejecting this response because: The system was unreliable and it was not fixed after several phone calls.
Sincerely,
***** *******Business Response
Date: 03/11/2025
Understood. Again, the account has been canceled and we have refunded the last payment that was made.Customer Answer
Date: 03/12/2025
Complaint: ********
I am rejecting this response because:Again, I am asking you to provide a refund based on amount of times that my camera and system did not work. As evidenced by all of the proof I've already given and the amount of times I had to contact Cove over the last few years.
Sincerely,
***** *******Business Response
Date: 03/14/2025
We have refunded two additional payments as a courtesy.Customer Answer
Date: 03/18/2025
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:02/13/2025
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: 22936880
I am rejecting this response because:
Sincerely,
***** ********Customer Answer
Date: 02/18/2025
What is the time frame.Business Response
Date: 02/18/2025
We appreciate you reaching out. We are currently reviewing your concern and will get back to you as soon as possible. Thank you for your patience.Business Response
Date: 02/20/2025
Just a few business days. The complaint is being reviewed by a team who will then assign your account to the proper department.Customer Answer
Date: 02/21/2025
Complaint: 22936880
I am rejecting this response because: its been months and multiple contacts to no avail
Sincerely,
***** ********Business Response
Date: 02/24/2025
Our team of managers will be reviewing the complaint tomorrow, and well follow up with you afterward to work toward a resolution.Customer Answer
Date: 02/25/2025
I've been told that multiple times
Sincerely,
***** ********Business Response
Date: 02/28/2025
The gift is in the process of being sent out. Please allow about a week for it to arrive.Customer Answer
Date: 03/03/2025
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. But what are the doing to make this right for all the stress and time?
Sincerely,
***** ********Initial Complaint
Date:02/12/2025
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: 22935081
I am rejecting this response because:
Sincerely,
******** *******the **** representative said that within ************************************* No manager has contacted me. I contacted **** via chat again and spoke with Leika, and she stated she could not release the names of the people who talked to me. I asked to speak to a manager. She told me I could not talk to a manager. This companys practice is deception. The company reels you with the gift card and never intended to give you a gift card; when you call about it, they persuade you to switch your plan to get a better deal when the company is a *****.Customer Answer
Date: 02/19/2025
I havent been waiting for a follow up from this company since January 28 or 29. I have not heard anything. This company kicks the can. They are deceptive in the practices. They bait and switch. They bait you with the gift card and switch the terms so you dont qualify or find a reason to disqualify you.Business Response
Date: 02/18/2025
We appreciate you reaching out and bringing this to our attention. We are currently reviewing your concerns and will get back to you as soon as possible. Thank you for your patience.Business Response
Date: 02/20/2025
We apologize for the delay in getting back to you. An agent will be in touch with you soon to address your concerns. We appreciate your patience and will do our best to resolve this matter as quickly as possible.Initial Complaint
Date:02/12/2025
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,
***** ********or protection. The lack of communication regarding equipment that we rely on for security purposes is awful and without diligence from the consumer, you would never be notified. You will continue to pay for a security system that doesn't work and pay for additional equipment upgrades every year. We will be cancelling our subscription and finding a company that puts our security and safety as a priority and mitigates risk not only for the business, but the consumer.Business Response
Date: 02/14/2025
Thank you for sharing your concerns, and we truly apologize for the frustration you've experienced. We understand how important security is, and we regret that we didn't meet your expectations in terms of communication and system reliability. We will review your case and get back to you as soon as possible to address the issues you've raised. We appreciate your patience and the opportunity to resolve this matter.
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