Complain About Cove - learn how to file a complaint

Phone support is supposedly immediate, but getting past the first-line agent to someone who can actually solve your problem is another story.

• Call during off-peak hours, like mid-morning on a weekday, to avoid long hold times.
• Have your account number and any relevant dates or details written down before you call.
• Use their live chat for simple questions to get a transcript you can save for your records.

If your first attempt to contact Cove goes nowhere, don't give up. Your first step is to call back and immediately ask to speak with a manager or a supervisor in the 'retention' or 'cancellations' department. State your case calmly but firmly.

If that fails, it's time to escalate externally. The Better Business Bureau (BBB) is your best bet. Filing a complaint on the BBB website is free and creates public pressure. Cove is an accredited business, so they have a strong incentive to resolve these complaints. The BBB process works, but prepare to wait. Cove will likely respond after a reminder or two, just to get the case closed on their profile. You must typically show you've tried to resolve it with the company first, so keep a record of your calls.

Subject: Formal Complaint Regarding Unresolved Issue on Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my account, [[Account #]]. Despite contacting customer support on [[Date]], my problem remains unsolved and I am becoming increasingly frustrated with the lack of resolution.

On [[Date of incident]], [[briefly and clearly describe the problem, e.g., I was incorrectly billed for $XX.XX, my security camera stopped working, I was unable to cancel my service despite calling]]. This situation has been a significant inconvenience, taking up time I shouldn't have to spend chasing down a solution.

To resolve this, I require you to [[state your specific demand, e.g., issue a full refund of $XX.XX, send a replacement camera immediately, process my cancellation effective immediately and provide written confirmation]].

Please be aware that if this issue is not resolved within 5 business days, my next step will be to file a formal complaint with the Better Business Bureau and dispute the charges with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a reference number. At the end of every single call, ask for a ticket or reference number. If they say they don't have one, ask for the agent's name and ID. This creates accountability.
• Mention the BBB. Casually dropping "My next step is the Better Business Bureau" during a call can sometimes get you transferred to someone with more authority.
• Use the phrase "contractual obligation." If you're dealing with a service or billing issue, remind them of their contractual obligation to you. It's a bit formal, but it shows you're serious.
• Check Reddit threads. One user on r/homesecurity mentioned they only got their cancellation processed after they specifically cited the clause in their contract about service termination. It pays to do your homework.

Tired of being put on hold by Cove's 'retention specialists' for what feels like an eternity? It's a common story online, people waiting forever just to be talked out of canceling. Sound familiar? It’s exhausting. You shouldn't have to fight a company to stop paying them.

Let Pine AI handle it. We deal with the persistent follow-ups and the annoying back-and-forth so you don't have to. No more listening to hold music or repeating your story to five different agents. We just get it done. It saves your sanity. No joke.