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:06/14/2024
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 was lie to so they could sell me their product.the young man's name is ****************** man he told me it would cost me 150.oo to install and I ask him 4 times no more then 150.oo he said yes I told him I am handicap and couldn't install this myself well lie # 1 and the lies continued after that he disconnected his phone # after that and can't get help from Cove for this problem
Business Response
Date: 06/21/2024
We contacted the customer to address their concerns. The customer decided to cancel services with us and requested that we schedule a pick-up to return the equipment.
To accommodate this request, we called *** to confirm if we could schedule a pick-up for a customer using a pre-created label. *** confirmed that this is possible, but the label must be printed by the customer. As the customer does not have access to a printer, we will ship the return label to them. Once the customer receives the label, we will schedule the package pick-up with ***. We will follow up with the customer until the case is fully resolved.Initial Complaint
Date:06/05/2024
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 cancelled this service in November of 2023. after customer service said it was handled. but kept accruing charges for monitoring. i have made repeated requests for cancellations now they wont cancel saying i owe for past months monitoring. they somehow gained access to a different card of mine and started billing me again for monitoring. i have removed all cove equipment from my home, but the monthly billing for monitoring continues even thought its impossible for them to actually be providing any service. this might be the worst company/customer service i have ever experienced.Business Response
Date: 06/12/2024
We contacted the customer to help address their concerns and go through the cancellation process. Account was not cancelled due to due balances and customer mentioned they will call to pay it off. Per Terms and Conditions (Section 24b), a 30-day verbal request is required to process cancellations, together with paying off any due balances. We are willing to work with the customer to make things right and get a prompt solution.Initial Complaint
Date:06/03/2024
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: 06/07/2024
We verified the order arrived at our warehouse and issued a full refund. We called and sent an email to notify the customer about this.Initial Complaint
Date:05/31/2024
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.
Order Number: ************* Date Ordered: 4/29/2024 amount $121.50 it was a security system was never installed and returned 1ZC6003K0302050561 Returned information Delivered On Wednesday, May 15 at 11:02 A.M. at ********* Details Delivered To *******, ** ** Received By:******** Proof of DeliveryBusiness Response
Date: 06/03/2024
We verified the order arrived at our warehouse and issued a full refund to the credit card on file. We sent an email to notify the customer about this.Initial Complaint
Date:05/21/2024
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 sold our house March 2023 and disconnected Cove. Our new home came with a different home security system, so we wanted to switch. We tried to turn OFF the Cove smart panel during the move but there isn't an off button. There was no documentation online about how to move a panel to a new location. We emailed COVE to ask two questions: 1) How to turn off the panel and 2) To Cancel our account. No one responded. So, we let the battery die and 2 weeks later we called them (April 5 2024). My husband spoke to them for 45 minutes about canceling, and at the end, they said we were canceled. But they still took $25 out of our account without canceling the direct debit. When another $25 was taken from our account, I called them back. They said they had no proof that we ever emailed or called them (I have proof in my phone records and email folders). And they said that since we didn't disconnect the equipment correctly or give them 30 days' notice that we were canceled, they were authorized to take BOTH month's payments. They confirmed that the system had been offline for two months, but they refused to refund me for the time that we didn't use their services. The supposed 30 day's notice for canceling is not posted anywhere nor did they tell my husband about it when he called them in April. They just got two month's worth of payments from us for services they did NOT render.Business Response
Date: 05/24/2024
We had a manager contact the customer to address their concerns and identified the billing mistake for the month of May, we have initiated a refund of 1 month to the payment method used and made sure that their account was properly cancelled.Initial Complaint
Date:05/20/2024
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. I would also like to mention that the professionalism and courtesy demonstrated by the manager who spoke with me was TOP TIER. She resolved my issue expediently.
Sincerely,
*******************************Business Response
Date: 05/24/2024
We had a manager contact the customer to address their concerns. One of the return labels we sent to the customer was for defective equipment, but the customer sent back all their equipment using that label. As a result, our system did not register that the full equipment was returned. After investigating the case, we were able to issue a refund to the customer.Initial Complaint
Date:05/02/2024
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: 05/07/2024
We investigated the account and processed a cancellation and refund for the customer on 04/26/2024. The refund was issued to their credit card on file, and we sent an email to notify them the same day. To address this complaint, a manager contacted them on 05/03/2024 and forwarded the email. The customer acknowledged our response.Initial Complaint
Date:04/30/2024
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.
I am very disgusted with COVE. They sent text messages saying with next missed payment it will be paused then they cancelled my service. The reps offer one thing then dont offer nothing. Now we do not have service. I called and brought this to the attention of the company and basically they backtracked saying that the text came the same day they tried to charge my card. We have been customers since 2020. At this point, they need to take somethign off and reactivate my service. I want to talk to someone in corporate for their false practices and deceptive informationBusiness Response
Date: 05/02/2024
We have tried calling customer multiple times to resolve the case but calls routed to voicemail. Their account was cancelled due to an outstanding balance. We understand that life can get complicated, and we are willing to help them make a plan to pay the balance and reactivate services. We sent an email to coordinate a callback and follow up with them.Initial Complaint
Date:04/26/2024
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.
Returned the system in full unopened was told I would be refunded $350 over a month ago I get no response from customer serviceBusiness Response
Date: 04/29/2024
Upon investigating the account, we noticed that the transaction was settled on 04/04/2024. This process took longer to settle because the refund was issued to a different card on file, not the one initially charged. We attempted to call the customer to rectify the situation, but the call was routed to voicemail. We have sent an email explaining the case and will follow up with them to ensure the issue is resolved to their satisfaction.
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