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:02/11/2025
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 customer for a good while now. Purchased the the only system available from Cove at the time. Cove simple. We bought a touch panel, 16 sensors, 2 motion detectors, 2 remotes and one extra siren. Decided we would like to see if we were able to add an additional touch panel. Contacted Cove since I had $175 equipment credit on my account to see what was possible. I was told if I wanted more than one touchpad panel I would need to purchase the Cove Connect, a hub and another touch panel. My very first question was will my existing panel work with the new hub. I was told of YES. I questioned that reply a few times asking are you sure my current panel will work with the new hub system. Their reply was YES. So feeling they knew what they were talking about I went ahead and ordered the Hub and new panel. Received the equipment and contacted to get assistance with installation. The individual I worked with was extremely helpful. The first thing I asked him is what do we need to do so my existing panel will work with the new system. He informed me that that panel will not work with the new hub. I was not pleased but told him I would get with customer service to rectify. After setting up new system I called the support number to talk to a customer service rep. I was put on hold forever, so I thought I would give CHAT a shot. Going through 4 CHAT rep's and trying to explain myself I got frustrated and gave up. All of them seemed not to understand my issue. I finally asked one of them to have a manager call me. Was told COVE can call out to assist me to call the support #. I called and was put on hold again. The recording said to press 1 and a rep would call me back when I reach the top of the cue. REALLY? I am still waiting for that call. After many more emails offered for my trouble 30% off on new panel. Still no reply. The only thing I am asking for is they send me an additional touch panel free of charge to replace my old one I was told would work with the new system.
Business Response
Date: 02/14/2025
Thank you for sharing your experience, and we sincerely apologize for the frustration this has caused. Our team will review your case and get back to you as soon as possible to resolve this matter. We appreciate your patience and understanding.Initial Complaint
Date:02/05/2025
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.
Feb 3rd thru Feb 5thBusiness Response
Date: 02/07/2025
This agreement was already canceled and the past due has been waived. Please contact us directly with any questions.Initial Complaint
Date:02/04/2025
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 ********* I was contacted after 6 days by customer service to replace the sensor.
ther things I was looking to find out but was unable to touch those subjects over 40 minutes on the phone.
Sincerely,
*****
I asked again at the end of our call to speak with another CS rep and was told that they would call me back in the hour. I was told this at 10:12 am today. I am writing this following my interaction with Cove CS.
-I am looking to have a bad sensor replaced
-I need my log-in information, as that doesn't seem to work now.
-Find out if my 2020 display can be paired with my already owned Eufy cameras.
-If I need to upgrade my 5 year or panel
-Looking to get 2 flood sensorsBusiness Response
Date: 02/07/2025
Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration you've experienced, and we appreciate your patience. Our team is reviewing your case, and we will get back to you as soon as possible with a resolution regarding your sensor replacement, login assistance, and product inquiries.
Please know that we are committed to ensuring your system works properly and will do our best to address your concerns promptly. If you have any additional details to share in the meantime, feel free to reply to this message.Initial Complaint
Date:01/20/2025
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: 22836489
I am rejecting this response because: I continue to wait for the company to contact me as they promised to do.I still cannot access settings associated with their security system.
Sincerely,
Robert Greseny working. We feel that given the length of time that has elapsed, the company should offer a better solution.Business Response
Date: 01/21/2025
Thank you for bringing this to our attention. We understand your frustration. We will review your concerns and follow up with you soon to address the problem and explore possible solutions. Thank you for your patience as we work to resolve this matter.Business Response
Date: 01/30/2025
We spoke with Robert on the 29th and followed up with a call on the 30th, which went unanswered. Please have Robert return our call at his earliest convenience so we can ensure his needs are being met.Initial Complaint
Date:01/18/2025
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: 22828196
I am rejecting this response because:It is so far an acknowledgement of the issue, but no resolution was provided. I await the response from the management that will take a look at this issue and provide next steps to make this right.
unclear communication. I trust that you will look into this matter fairly and work toward a resolution.
Sincerely,
******* ******Business Response
Date: 01/20/2025
Thank you for bringing this to our attention. We understand your frustration and the importance of resolving this issue. A manager will review your account details and the communication notes and will get back to you soon to address your concerns.Business Response
Date: 01/23/2025
As discussed on the phone, your account has been canceled, and the final payment has been refunded. Thank you for choosing Cove, and we wish you all the best!Initial Complaint
Date:01/16/2025
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 trying to reach the cancellation department for 2 weeks straight, Im currently on hold trying to cancel my account with this company, *** never experienced customer service this bad, this is the worst company! I want my account cancelled and I want to return their equipment!Business Response
Date: 01/17/2025
We apologize for the frustration and inconvenience youve experienced. A manager will review your request and get back to you shortly. Thank you for your patience.Initial Complaint
Date:01/14/2025
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.
This company is an absolute scam. For one customer service is zero help and youll never be able to get thru.. When you do they lock you into paying monthly and never let you cancel. Ive called multiple times about canceling since I havent used my system in over a year and still Im unable to get anyone to cancel my subscription. But they sure are quick keep on charging you. Terrible company I recommend you go elsewhere.Business Response
Date: 01/15/2025
Thank you for reaching out and sharing your concerns. We apologize for the frustrations you've experienced. A manager will review your situation and get back to you soon to assist further. We appreciate your patience as we work to address this.
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