Complaints
Customer Complaints Summary
- 205 total complaints in the last 3 years.
- 72 complaints closed in the last 12 months.
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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:12/01/2024
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,
**** *****
Business Response
Date: 12/04/2024
We have spoken with Mr. ****** and we arrived at a resolution. Thank you.Initial Complaint
Date:11/29/2024
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 purchased a ******************** a few years back. I have been charged $24.99 monthly for premium monitoring, which includes use of the app.Cove no longer supports the app for the original system, and only supports the newest version of the app, with the new system. I have been continued to be charged $24.99 a month for a service and app that isn't supported or secure anymore. When I told **** I wanted to release my alarm panel so I can at least give it away, they refused and said the panel cannot be removed from my account. So, I've paid for a full security system that is now no longer supported via app which is what was in the terms and conditions, and I'm being told to buy an entire new system with them, and they won't even let me give my panel/system away.I want a refund of at least the amount I have been paying towards cove since the app became unusable in December of 2023, which is $224.93.Business Response
Date: 12/04/2024
Ms. ******* was able to use the application until she recently upgraded her phone, which caused compatibility issues. We offered her a different system compatible with her new phone, but she declined the offer. Since she was unable to use the app for less than two months and a three-month past-due balance was already waived, we are unable to provide a refund.Initial Complaint
Date:11/29/2024
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:
The complaint I filed has been resolved. Thanks for the help
Sincerely,
**** ****rges that should never had been on the bill.Business Response
Date: 12/04/2024
Your last two payments were refunded by our customer service team on December 2nd. We appreciate the time you were with us and wish you all the best.Initial Complaint
Date:11/26/2024
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 purchased a cove security system it arrived 11/25/24. ****'s website, sales material and more expensive monitoring options states ************ is available. I tried to set up ***** and it did not work, I called technical support and they advised ************ IS NOT available yet despite what their materials state. This is misleading and inaccurate and false advertising/info. In addition some of my system is on backorder.Business Response
Date: 11/27/2024
The panel you purchased is a brand-new product, and integration with ****** and ***** will be available soon. In the meantime, all other Cove products are fully compatible with ****** and *****.
Wed be happy to discuss alternative options that might better suit your needs. Please let us know a convenient day and time, and well arrange for someone to reach out to assist you further.Initial Complaint
Date:10/24/2024
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,
Matoshia Bias wrong issue. Instead of getting to the root of the problem, I was advised to drain the batteries on my hub and touchpads and call back.For two months, I have been paying for a service I cannot use. The representatives I spoke with seemed incompetent or unaware of how to troubleshoot and activate the equipment correctly. **** is far from Cove Smarts claims of an easy-to-install system.I request a credit for the two months of unused service and a call back from a supervisor who can competently activate my system and ensure it works as intended.Business Response
Date: 10/29/2024
Thank you for bringing this to our attention. We have given you a two-month credit and a technical support representative will be in touch with you soon.Initial Complaint
Date:10/16/2024
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: 22432399
I am rejecting this response because: I have no idea what the account number is. All I know if my former manager is being harrassed. the email on the account is ************************ No other clue what this is but this business is closed permanently and harassing former employees of a closed business is INSANE.
Sincerely,
**** *******Customer Answer
Date: 10/26/2024
Complaint: 22432399
I am rejecting this response because: You can not harass a former employee of a business over a business debt, first of all. that's 1000% illegal. Second, he's blocked your number so the calls are not being received nor are any voicemails. this business is closed and does not exist. If you have statements or anything showing money owed, email them to the email address on the account. If you try to harass a former employee further, we will take legal action.Please forward any information on balances to *********************** and our attorney, ***************** We are represented by counsel. You may not call or contact or harass a former employee of a defunct company.
Sincerely,
**** *******Business Response
Date: 10/23/2024
Please provide us with an account number or monitoring address so we can locate the account you are referring to.Business Response
Date: 10/24/2024
The account linked to that email has a past due balance. If we can get that resolved we will make sure the calls stop.Business Response
Date: 10/29/2024
We are only using the contact information that was given to us at the time of the sale. Again, there is a past due balance that needs to be resolved and if you are able to verify you are the account owner we will redirect all communication to you.Initial Complaint
Date:10/16/2024
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.
Our Cove system was purchased back in the latter part of 2022. When we got the system, we were very excited to have it installed however, we had to have someone come back twice to install it and even then it did not work properly. Over the last two years, my wife has repeatedly contacted Cove to try to get the system up and running with no success. Each time she talked to Cove customer service to try to troubleshoot their response was well you havent paid for your monthly alarm system, and she said why should we pay for an alarm system that is not working properly and that you cannot seem to get it fixed for us. The system was bought due to reviews from other people however, the company fell extremely short of being able to provide the service and security that we desired. We acknowledge that goes above and beyond the companies warranty, however due to the fact that we had an ongoing problem, trying to get this matter, resolved with customer service that it exceeded the warranty the product did not perform as indicated, and as a result, we were forced to look elsewhere in order to provide the security and the peace of mind that we needed for us and our home we incurred an expense for a product that did not perform as it should as a result we are looking to have our money fully refunded. We would gladly return all the equipment back to **** with the refund.Business Response
Date: 10/23/2024
We have discussed this extensively with the Flowers'. From the beginning payments were not being made on this account. Despite this, we provided replacement equipment, technical support and account credits. Eventually we had to shut off services due to non-payment. We wish the Flowers' the best, but we cannot provide the refund they are requesting.
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