Complaints

The 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:08/10/2025

  Type:Product Issues
  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.

  My family purchased a home security system with COVE May 2025.
  Our purchase was delayed one month however we set it up immediately once received with no issue.
  After two weeks our cameras no longer worked. We subsequently spent days on the phone with customer support to no avail.
  We were not helped and were told we could not receive a refund due to being past the trial period, even though our system was a month delayed.
  
  We moved into our new home and have been unprotected for weeks.
  I don’t want anyone else to waste their time, effort, money and protection with COVE.

  

  Business Response

  Date: 08/15/2025

  Thank you for sharing your experience. We will review your concerns and get back to you shortly.

  Customer Answer

  Date: 08/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23727449, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/29/2025

  Type:Billing Issues
  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 had the Cove security system for several months, I went down to the basic after trying the more expensive plan, i paid the basic fee for the next month, after a week they charged me an $10 so then I canceled everything, they made it very difficult and then tried to charge me another fee to cancel but on their website it says free to cancel anytime, their custom support team is impossible to deal with too.

  

  Business Response

  Date: 08/01/2025

  Thanks for reaching out and sharing the details. Were looking into this and will get back to you shortly.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23670206
  
  I am rejecting this response because: it just says they are looking into it and gives no real explanation.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 08/07/2025

  We called and spoke with Mr. ******** on the 5th. Thank you.

• Initial Complaint

  Date:07/28/2025

  Type:Product Issues
  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.

  Really bad customer service! And, his company exploits its customers. In particular by outrageous unjustified replacement equipment costs. It is not so simple to walk away from Cove because the significant financial investment I have already made in purchasing Cove equipment.
  
  In 2025), I have had 2 sensors simply stop working. I tried battery replacement to no avail. I had to buy new sensors as in I had to pay Cove 32.00 for 2 new sensors and an $8 delivery fee.
  
  In other words, Cove sends you faulty equipment and fails to guarantee it.
  
  I want Cove to reimburse me for the 2 faulty sensors

  

  Business Response

  Date: 07/30/2025

  Thank you for bringing this to our attention. We’re currently reviewing the details of your situation and will get back to you as soon as possible.

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23664123
  
  
  
  I am rejecting this response because the business is simply saying that it will get back to the BBB.  No resolution has been provided.
  
  
  
  Sincerely,
  
  
  *********** ****** 

  

  Business Response

  Date: 08/01/2025

  That’s correct. The review process may take a couple of days, and we appreciate your patience in the meantime.

  Customer Answer

  Date: 08/04/2025

  
  
  Complaint: 23664123
  
  
  
  I am rejecting this response because is it a non-response.  Cove states that it will look into the matter.  No resolution has been offered by COVE.  This is typical COVE behavior.  Terrible customer service and always bilking the customer. 
  
  
  
  Sincerely,
  
  
   *********** ****** 

  

  Business Response

  Date: 08/08/2025

  We gave you a call but reached your voicemail, and we also sent a follow-up text. When you have a moment, please give us a call or reply to the text so we can get this resolved for you.

• Initial Complaint

  Date:07/25/2025

  Type:Customer Service Issues
  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've decided to give cove another chance, and i am already regretting it:I called cove one day to inquire about their updated monitoring panels. I spoke to an american agent by the name of ***, who answered many of my questions about the new panels and even agreed with me that the prior panels had many issues with the hardware and electronics that might "prevent" your safe-being.I decided to purchase the new panels, under a freshly made account. I hooked up my old panels to the new account (as informed by ***, that i could do if i so chose). I was promised that my new panels would arrive within a few business days and it has been 3 WEEKS. NO TRACKING NUMBER.Ive called cove 4 times, and once your phone number is stored within their system, they automatically forward you to Philippine call centers. You will never speak to an american agent past this point, which is problematic, as they are the only ones that can actually solve issues that may arrise. The agents in the ***************** you on hold to twiddle their thumbs and fabricate answers to your issues that simply prolong your issue. You will be calling back again and again without your problem ever being ********* call history goes like this, with the question being "WHERE IS MY SYSTEM?":7/18/25 - Cove agent #1: **** i will be keeping an eye on it, expect an email soon Received no email, no tracking.7/21/25 - Cove agent #2: Our orders are backed up. You will be notified soon Received no email, no tracking 7/22/25 - Cove agent #3: Yes **** we are on this **** You have been moved to the priority and will receive a tracking number and email shortly. I am providing you with a refund for your first month. (i never received email, or credit/refund)All fabricated answers with no tangible information that would PROVE to me that my issue is being resolved. When asked to speak to an American agent over and over they continue to decline your request.I AM REQUESTING TO SPEAK TO SOMEONE WHO CAN SOLVE THIS

  

  Business Response

  Date: 07/29/2025

  Thank you for reaching out and sharing your experience. We understand your frustration and apologize for the inconvenience you've faced. We will review your concerns and get back to you as soon as possible.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23653498
  
  I am rejecting this response because:

  It has not yet resolved my issue
  
  Sincerely,
  
  ******* B

  

  Business Response

  Date: 08/01/2025

  We understand. The account is still being reviewed. We appreciate your patience.

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  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 Security:
  I have had the “new upgraded system” for over a year. I have spent over 100 hours in that time, working with technical support. I have replaced sensors, batteries, reset sensors all at the instruction of Tech Support.
  I am constantly getting”supervision failure”. My home is not that big so distance from the base should not be a problem.
  I’m afraid to set the alarm while I go away for fear of false alarms.
  I have paid for monitoring but am afraid to use the system.
  I have written to the company and get no response.
  I don’t know what can be done, except for me giving up and trying something else.
  I can’t provide anything positive about my experience.

  

  Business Response

  Date: 07/24/2025

  Thank you for reaching out and sharing your experience. We're sorry to hear about the trouble you've had with the system. We're reviewing the details and will get back to you as soon as possible to help resolve the issue. We appreciate your patience.

• Initial Complaint

  Date:07/19/2025

  Type:Product Issues
  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 and paid the $200.00 to have it professionally installed by their recommended technician. The technician installed the system and told me the doorbell camera, door sensors, and three smoke detectors were all online successfully and being monitored. Later in the evening I realized the door camera was not keeping videos. I called support and thet were unable to troubleshoot the issue. I called again the next morning and inquired about my smoke alarms. I was informed none were working or being monitored. I was told the tech should have tested each one. This was not done. I then learned that all three smoke monitors were not within the 120ft of the monitoring device. This is not mentioned anywhere on Cove’s website. At this point I would like to return this equipment for a full refund. My issue is the door sensors and smoke alarms attach in away that they are not easily removed. It is my opinion this is Cove’s strategy of not having to provide a refund. I am seriously concerned this company is misrepresenting their security system online and even worse telling customers it is working and being monitored for fires and burglaries when it is actually not. This could be a situation of life and death if it is not being effectively monitored. I am looking for a full refund for all equipment as well as for the $223.61 I paid their recommended technician.

  

  Business Response

  Date: 07/23/2025

  Thank you for reaching out and sharing your concerns. We’re currently reviewing the details of your experience and will get back to you as soon as possible.

• Initial Complaint

  Date:07/16/2025

  Type:Order Issues
  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 purchased the cove through Costco for my in-laws when they were living alone. After they passed away, our son moved in and kept the service. We now have been attempting to cancel the service since December 2024 each time we are that the service is canceled and that they will send an email and either the email does not show up, or the email doesn’t have any information about canceling and we continue to be billed on a monthly basis since December and it is now July. I cannot seem toget anyone to cancel this service. I am at a loss on what to do.

  

  Business Response

  Date: 07/21/2025

  Thank you for reaching out and bringing this to our attention. We're sorry for the continued frustration you've experienced. We are currently reviewing your account and will follow up with you as soon as possible to ensure this issue is fully resolved.

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: 23611790
  
  
  
  I am rejecting this response because: this is currently under review by the company. I am happy they are reviewing it. Im not sure if my husband had to call cove again yesterday or they got a hold of my husband Mark to close out the account but again we’re trying to sell us a new system and not let us close the account. The account (supposedly) is finally closed. However, No one was willing to refund us for all the months of the service being active when we had been trying to close it. We believe a refund is due to us.

  
  

  I look forward to hearing from them once they have reviewed and decided upon our refund. 
  

  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/24/2025

  The July payment has been refunded. Please allow a few business days for the funds to transfer.

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: 23611790
  
  
  
  I am rejecting this response because: we have been attempting to cancel since Dec 2024 or even earlier and no one has followed through until we sent a complaint to the BBB. We are requesting a refund from Dec. 2024 through July 2025. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/29/2025

  Thank you for reaching out. According to our records, we don’t show any communication with you regarding cancellation in December 2024. The first time we discussed cancellation was in May 2025, at which point we reviewed additional options and you mentioned you would speak with your spouse before making a decision.
  We followed up with a call in June but were unable to reach anyone. The next contact we received from you was in July, at which time the account was officially canceled.
  If your records show a different timeline, please feel free to share any documentation so we can review and clarify.

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service Issues
  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.

  First of all I would not recommend this company to anyone. The customer service sucks, they don’t know what they’re doing. I’ve had problems with this company from the start, the panel wasn’t working and they sent another and still didn’t work. Called customer service again and they just kept insisting I don’t cancel my plan instead of listening to me say to cancel it over and over. After arguing with customer service for a whole hour, she finally decided to cancel my plan. I’m month later. I was charged a month fee again, called customer serviceagain. They directed me to another person and I was on the phone. Another 20 minutes until they finally canceled the plan. Do not recommend this company at all!!!

  

  Business Response

  Date: 07/15/2025

  Thanks for reaching out and sharing your experience. We're sorry to hear about the trouble you've had. We've received your message and are reviewing the details. A member of our team will follow up with you shortly to help resolve the issue. We appreciate your patience.

• Initial Complaint

  Date:07/09/2025

  Type:Customer Service Issues
  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 for 6 years.
  In January of 2025 I was told to upgrade to the new panel. Now the alarm will randomly go off when I enter my home even though it should have an entry delay.
  I have been in contact with the customer service team monthly for the past 7 months trying to fix my issue. The customer service team is lost as can be and often tries to sell more products instead of fixing the issue.
  I moved to a new security company and attempted to cancel. I was told that it would be 30 days until cancelation and a final bill on 7/2. I was billed on 7/2. I called in on 7/9 to make sure that the account was canceled, to which I was told I could extend my time. I told them I didnt want to extend; I wanted to make sure my account was canceled. They told me that I had another 30 days and one last payment.
  This company does their customer service out of the country, so you will be communicating, and communication will be lost often. This company is terrible when it comes to getting anything done; I wish I never had to contact them. I have spent over 20 hours on the phone with them, 10 of which is likely on hold. I will be leaving this review anywhere I can to ensure people are aware of what they are getting into when a problem arises. Avoid this company for security,

  

  Business Response

  Date: 07/14/2025

  Thank you for reaching out and sharing your experience. We're very sorry to hear about the ongoing issues you've faced and understand your frustration. We've received your message and are currently reviewing your case. A member of our team will get back to you as soon as possible to address your concerns directly. Thank you for your patience.

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23577797
  
  
  
  I am rejecting this response because: no action has been taken by the company. 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/17/2025

  We attempted to reach you multiple times to discuss this matter but did not receive a response. As requested, your account has now been canceled. If you have any questions or need further assistance, please don’t hesitate to contact us directly.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  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 signed up for Cove Security System on the advice of a neighbor. I am 65 years old and my husband is 78 with health issues, so I also requested to have a technician come and set it up. When the tech was setting it up, he noticed that the doorbell camera did not work. I received a return label and sent it back. I received an email saying that there was no way a knowing when I would get the doorbell camera, so we stop installation. I contacted the company to tell them that the installation was not completed, and they informed me that I was already being billed since they say it was active. When I told them it was not they began to argue with me. I finally said that I wanted to cancel the system since I had it well under 60 days and was informed that I would have to call back tomorrow between 8 and 5 MST. In the meantime, I went on and read all of the problems that people were having with this company. I want to be refunded not only for the product but also the extra money I had to pay to have it installed.

  

  Business Response

  Date: 07/11/2025

  Thank you for reaching out and providing the details of your experience. We’re currently reviewing your concerns and will get back to you shortly with a response. We appreciate your patience as we look into this matter.

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23573796
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Customer Answer

  Date: 07/14/2025

  I am unable to attached all receipts for this claim. If there is a snail mail address I will gladly send hard copies of them.  I have an older computer and it will not allow me to attach the files.

  

  Business Response

  Date: 07/16/2025

  Your account has been successfully canceled, and your regular payments have been refunded. However, since this is a self-install system, we are unable to issue a refund for any amounts paid to third-party installers, as their services are separate from ours. We appreciate your understanding and are here if you have any further questions or concerns.

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: 23573796
  
  
  
  I am rejecting this response because: As of 1638 on 16 July 2025 I have not received a refund of any kind. Also...the third party that was used for the installation was a company that was recommended to use by Cove. We had to have two technicians out. The first had never done a Cove system and spoke very little English. The second was extremely good. He is the one that found that the doorbell camera sent by Cove was defective. Because of the problems we experienced I feel we deserve at least part of the installation back. We are senior citizens and my husband is a disabled Viet Nam Veteran. There is no way either one of us could climb a ladder safely to install the system.