Complaints
Customer Complaints Summary
- 205 total complaints in the last 3 years.
- 71 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:09/30/2024
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: 22358628
I am rejecting this response because I need home security. 2 months does not do me any good, I have a vacation in 9 days and will not be home. I cannot wait until you get it to me 2 months later, so I have secured another security system. I only will accept a refund of the equipment that was under warranty and you haven't provided. If my car was under warranty and in the shop, they would have provided me with a vehicle to use. You have left me vulnerable to attacks. I will send the rest back without refund if you want, but I want my money for the hub refunded and service cancelled. I have no faith that it would even work if I got it.You continue to offer flash sales on your site, so you are either lying to me or lying to other consumers who you promise security to.
ey are a scam company which sells defective equipment, then delay tactics to prevent people from receiving the service. I contacted them asking for a refund of the price of the equipment which does not work. They refused to escalate the complaint to a supervisor or to issue the refund, only saying they would expedite the request. A second expedition was offered weeks after the first one. So obviously they are not expediting anything. I offered them to just refund $100 out of the $344 in equipment I have purchased which is useless without the broken control center. I was also paying monthly for monitoring which was not happening. I spent over $500 with this company to not have any security at all. Either they have equipment they are intentionally withholding from me, or they are selling systems to other people they cannot fulfill, one of these must be true. They currently list a "flash sale" on their website.
Sincerely,
Adam Mccloskey
Business Response
Date: 10/02/2024
We apologize for the delay. We have given you two free months of service so you aren't charged while you wait for the delivery.Business Response
Date: 10/04/2024
Please let us know if you do not see the package before you leave for vacation.Initial Complaint
Date:09/26/2024
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 have been a customer of Cove alarm for several years. Recently this past year, the panel stopped working, started arming itself while we were sitting in our living room, watching television, and I called Cove to replace it. Cove then sent out a unit attempting to install it only to find that it didn’t work and their equipment didn’t work. Second attempt didn’t work. Third attempt they suddenly realized that they had to send out all new sensors for me to reinstall all over my home. During this time up to today’s date, I had no coverage. YEN hours of my time wasted Cove continue to charge my account for coverage that they were not providing even after (RECORDED call) on my iPad stating they did NOT have my permission to debit my account into this was resolved as they we we’re not providing service to my home. They continued to debit my account and I have now blocked them from debiting my account for September. Cove is now hyper calling me demanding payment for services. They did not provide to my home. I purchased the equipment I own it out right and I do have that confirmed with Cove on a recorded phone call that I made and recorded on my own iPad. The representative from Cove today told me that they have every right to take my money from my account even when I verbally tell them not to because according to her “ that’s how it works”. Clearly the representatives of customer service at Cove do not understand FEDERAL law. When I stated to the woman who I spoke with today that in fact when I tell verbally not to debit my account, and when I tell them that they are not to take a fee and that I will not be paying for services that do not exist that they do not have the right to debit my checking account with my name on it with my money in it. Cove owes me for the months of service that they did not provide they STOLE my money for services they do NOT provide. REFUND me NOW or FTC and CFPB will be contacted with MY recorded conversations with Cove.Business Response
Date: 10/02/2024
The account has been canceled and the last two payments have been refunded. Thank you for using Cove and we wish you the best.Initial Complaint
Date:09/14/2024
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:
We have received the refund from Cove LLC.So I would like to close this case.
Sincerely,
Simmi OberoiBusiness Response
Date: 09/17/2024
We are unable to locate the transaction in question with the information provided. Please confirm the address that was used when signing up and the last four digits of the card so we can investigate further.Initial Complaint
Date:09/12/2024
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: 22279113
I am rejecting this response because:I have reached out to the company many times and have been promised call backs multiple times with no call backs or messages from them. It took many complaints outside of their office to get a response of any kind. Then they say call them after I have many times!
Sincerely,
Bobby FreemanBusiness Response
Date: 09/16/2024
We apologize for the delay. We have given you a free month of service. The equipment will arrive shortly. The tracking number is ******************* Please call us with any questions.Initial Complaint
Date:09/07/2024
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: ********
I am rejecting this response because:If the products were available to be shipped from their other location, then why wasn't it shipped already. Instead, the initial timeline for delivery has gone way past its delivery time and it took a complaint to BBB to get Cove actively involved. I waited a few days to see if I would get an email stating that the items have been shipped, but no notification came and not products has been received. Only more time has passed. So, nothing has changed other than Cove acknowledging that there is a problem, right after receiving a complaint through the BBB. Also, no other contact from Cove has been made. On Cove's website, they have been having a major sale on their products, so why would you have a sale when they have already acknowledged that they're having problems filling orders? Doesn't make sense.
dea when I will get. Another issue that bothers me about the support, when you arrange for a monitored alarm system, a secret word is created. This "word" should only be known by the customer and the monitoring system, so why is every help desk/support personnel at Cove required to have the customers secret word before they provide support. Do I need to change my secret word with the monitoring station every time I contact Cove support?
Sincerely,
****** *******Business Response
Date: 09/12/2024
Due to ongoing supply chain challenges and high demand for our products, our warehouse is experiencing slower-than-usual fulfillment times. We understand our customer's concerns, and to expedite the process, we will fulfill their order directly from our office. A supervisor will also reach out to address any additional questions or concerns and ensure a smooth resolution.Business Response
Date: 09/18/2024
Again, we apologize for the delay. As we discussed before your account has been credited for next month's payment, so you aren't charged while you wait for the equipment to arrive.Customer Answer
Date: 09/24/2024
Complaint: ********
I am rejecting this response because: Its been a few days now since the companies last response and I still do not have the item or when it will be delivered. The companies customer service is to not respond to customers unless there is a BBB complaint on file. You would think a manager a the customer service division would have contacted me several times by now, but no contact what so ever (phone or email).The company is still having a huge sale on their website, so either they are supplying orders as they come in with no problem and just ignoring mine or theyre having a huge sale and not filling any orders. When is the FTC coming in to investigate.
Sincerely,
****** *******Business Response
Date: 09/24/2024
The tracking number is ****************** and it is scheduled to arrive today.Customer Answer
Date: 09/27/2024
Complaint: ********
I am rejecting this response because: The package did arrive, it was not in a Cove box, but a plain shipping box and the hub had not protection around it, just bouncing around the box. Worked with your support team via chat yesterday where they helped get the system up and they added my sensors. Notice today that when I set alarm to "Away" it always sets it to "Stay", very odd. But it gets worse, even though sensors where added, they system does not see activity from doors and windows. I even set the alarm and open the doors and few windows, according to the Cove system, everything was closed! Contacted the Cove support again today via chat, they said the Senors may not work with new hub and alarm panel. Then why did Cove tell me they would? Why didnt the tech that help set up the system, test the sensors before telling me everything was up? Today's Tech said it would take 5-7 working days to get sensors, I asked how long actually since it took six weeks to get the hub and panel. Then the tech ended the chat why I was still asking questions. Not very professional. Now I upgraded my system, and my home is now unprotected and vulnerable. I have another chat open with Cove, but they dont seem to be responsive.Just told by the new tech Im talking to the prior tech ended support chat, because after a certain amount of time they have to move on to another customer. Ending support due to a timeline, even though the issue still exists. Amazing!
Where I am now, maybe or maybe not I'll be getting new sensor for the doors and windows, but what about the motion sensors and glass break, I dont know. Currently stuck with a system that is not protecting my home and Im going away for a few days. Good luck to me and my home.
Sincerely,
****** *******Business Response
Date: 10/02/2024
We apologize for the inconvenience. Our technical support team will be contacting you shortly.Customer Answer
Date: 10/07/2024
Complaint: ********
I am rejecting this response because: got the hub and control panel, but system doesn't work. Was told the sensors will not work with the hub, this is something you should know during the upgrade task. Was told a week ago that new sensors will be sent by their warehouse, this is the same warehouse that could sent the hub and control panel due to supply chain issues. Why wouldn't the Cove hub work with their own sensors, I do not know. But was told a week ago new sensors are on their way. No sensors were delivered, not contact from Cove as to when the sensors will be sent! Unlike the hub issue, these are sensors, there should be a warehouse full of sensors. Looking Less like a supply chain issue and more like a policy and personnel issuePathtic customer support.
Sincerely,
****** *******Business Response
Date: 10/09/2024
The sensors have been shipped and we have provided Mr. ******* with tracking information.Initial Complaint
Date:09/04/2024
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: 22239918
I am rejecting this response because: I still do not have the doorbell camera. After all the empty promises I will not believe the camera has been shipped until I recieve it.
Sincerely,
Claire SeguraBusiness Response
Date: 09/06/2024
We had a manager reach out. We called multiple times and sent an email to let them know about our resolution. Due to supply chain issues, our warehouse has had delays to fulfill orders. Fortunately, we were able to ship camera and this should be deliver during the week.Business Response
Date: 09/10/2024
We understand. Please allow the necessary time for it to be delivered.Initial Complaint
Date:08/27/2024
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.
We have had our alarm system for over 3 years.
Our touch panel has had communication problems from the very start.
Cove has replaced the sensors and sent an SD card to update the problematic panel.
This experience has had me on the phone for hours on end trying to resolve the issue.
I have asked several times to simply replace my faulty panel. Customer service has advised that I can upgrade my panel but I would have to pay.
I don’t understand the logic of a customer having to pay to upgrade a product that has been logged for YEARS in their own system as faulty.Business Response
Date: 09/05/2024
We have investigated the customer's case and had a supervisor reach out to address all of their concerns. The call was routed to voicemail, but we will continue our efforts to contact them and ensure the issue is resolved.
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