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Cove

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7.3

Overall Score

LAST UPDATED: October 19th, 2023

Cove is a home security company focused on providing its customers with easy, enjoyable, and economical home security services. With nationwide coverage, Cove's aim is to protect every home in the United States.

The company does not require a long-term monitoring contract for certain packages, and it ensures a 60-day money-back guarantee on all home security systems. Cove eliminated the middleman to get better home security services for less and now possesses a 5-star professional monitoring service. Cove also offers a lifetime warranty on equipment.

Cove home security reviews note great customer service and exceptional products. Read additional Cove home security reviews below to see what else customers are saying about the home security company.

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The Good

  • Cove Security Reviews
  • Simple DIY System
  • Customizable Equipment
  • Fast Shipping
  • Affordable Pricing
  • Cove InstaText
  • 60-Day Risk-Free Trial
  • Camera Integration
  • Lifetime Equipment Warranty
  • Cove Security App
  • Extensive Equipment/Services

Cove Security Reviews

Cove security reviews are overwhelmingly positive, awarding Cove home security an overall 5-star consumer rating. Customer reviews highlight impressive customer service, easy ordering and setup, quality equipment, and quick response time. Many home security providers have poor reviews, alluding to a poor consumer experience. Positive Cove reviews can provide peace of mind to customers that doing business with Cove will result in a satisfactory experience and quality service. Read more Cove home security reviews below. 

Simple DIY System

The Cove security system features wireless, easy-to-use technology that is simple and straightforward. Customers can install the home security system themselves within minutes.

The Touch Panel acts as the brain of the security system, and it will walk you through the entire process with on-screen instructions. A video of the setup process can be found on the homepage of Cove’s website or on YouTube. Many home security systems require professional setup that may result in hefty charges and a difficult installation process. A DIY security system is often customers' preferred home security solution.

Customizable Equipment

You can customize your Cove alarm system to meet your home’s specific security needs. You can purchase basic equipment through Cove’s secure online checkout, or you can call the helpline and speak to a security expert directly. Customizable security plans ensure homeowners won't be stuck paying for unnecessary services, and it will make their security experience that much more enjoyable and carefree. 

Fast Shipping

Cove ships all orders within 1 business day of when they were placed, ensuring that customers receive their security systems as quickly as possible. Most systems arrive within 2-5 business days. By contrast, many other home security providers require weeks to order and install, especially if professional installation is required.

Affordable Pricing

Cove security systems are reasonably priced, with monthly fees ranging from $17.99–$37.99/month for monitoring, depending on the plan. The most popular plan costs $27.99/month with additional upfront equipment costs.

Customers can choose between the Cove Basic and Cove Plus plans. The Cove Basic is priced at $17.99 per month and includes 24/7 alarm monitoring, environmental monitoring, Cove InstaText™, Cove LiveAssisst™, smash and grab protection, 4G LTE connection, hourly system checks, 24-hour battery backup, and a one-year equipment warranty.

For just $27.99 per month, you can sign up for the Cove Plus plan that gives you all the benefits of Cove Basic plus a lifetime equipment warranty, smartphone control, Alexa and Google integration, a $5 per month equipment reward, and a rate-lock guarantee. 

Cove provides an economy payment option that allows customers to avoid paying any upfront fees, as long as they keep the system for 36 months. The economy payment option cost an extra $10 per month for both plans. If customers cancel early, they will need to pay for their equipment, but that is all.

Cove almost always has a discount running on their equipment, making it even more affordable.

Cove InstaText

With Cove InstaText, you can get security notifications sent directly to your phone through a text message. Cove InstaText will alert you immediately if your motion detector, glass break sensor, video doorbell, or indoor camera records suspicious activity. You can then respond with the action you would like cove to take by responding “Send Help,” “Cancel,” or “Call me.”

60-Day Risk-Free Trial

Cove wants its customers to be 100 percent satisfied, so it offers a 60-day risk-free trial on all home security systems to test out its services. Customers can try out their system, and if they decide it’s not for them, they can send the system back for a full refund (including return shipping costs). Many security providers only offer a 30-day money-back guarantee or no money-back option at all, so this is great for consumers who want a worry-free trial period to decide if Cove's security system is right for them. 

Camera Integration 

Cove provides 4 different cameras: an indoor camera, an outdoor camera, and two doorbell cameras. All of these cameras are integrated with the Cove app, and all have 7 days of free cloud storage. The SkyBell doorbell camera is the only camera of the four that requires any wiring, and it is very easy to set up. All cameras also provide the following features:

  • Night vision
  • Motion detection
  • Livestreaming
  • 2-way communication
  • Minimal design
  • Automated notifications

Lifetime Equipment Warranty

Unlike many home security providers, Cove offers a lifetime warranty on its equipment devices, so you never have to worry about paying for equipment replacements at additional charges.

Cove Security App

Cove offers a free app with its systems. It is available in the app store for Android devices as well as Apple iOS devices. Having a synched home security app allows consumers to monitor and control their security system from anywhere at any time and can alert them of any suspicious activity or disturbances in or around the home. Through the mobile app, customers receive the following:

  • 2-way voice communication
  • Free 7-day cloud storage for security footage
  • Recording capabilities
  • Motion detection video clips
  • Custom rules
  • The ability to add new users to the system

Extensive Equipment/Services

Cove security systems have a variety of equipment and services available. Having more diverse security options allows for more suitable options for a variety of consumers. Offerings are as follows:

  • The Cove Touch Screen Panel
  • Outdoor Camera
  • Indoor Camera
  • 2 Doorbell Camera options
  • Door/Window Sensors
  • Motion Detectors
  • Key Remotes
  • Glass Break Detectors
  • Smoke/CO Detectors
  • Flood Sensors
  • Medical Buttons (Cove includes a medical alert system to contact authorities in case of emergency)
  • Cove InstaText (text updates when an alarm is triggered)
  • Cove LiveAssist (direct 2-way communication with the monitoring team through the panel)

In addition to top-of-the-line equipment, the Cove home security system provides homeowners with a number of advantages and security features, including 100 percent cellular backup, more false alarm safeguards, and direct contact with 911 dispatch via the company's professional monitoring center.

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The Bad

  • Professional Installation Fee
  • Limited Home Automation Compatibility

Professional Installation Fee

While Cove is primarily a DIY home security provider, it does provide homeowners the chance to opt for professional installation and setup of their system; however, customers will have to pay an installation fee of $79.00.

Limited Home Automation Compatibility

Cove’s website does not mention if its security systems are compatible with other home automation devices, including thermostats, smart door locks, garage door openers, etc. However, Cove is compatible with Google Assistant and Alexa and can be armed and disarmed via voice commands. 

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The Bottom Line

Cove is a fairly new home security company but has been working for years to provide easy-to-use, enjoyable, and affordable home security systems with quality monitored security. Cove has customizable packages, and the equipment is set up through a simple DIY process and does not require the system to be professionally installed.

Cove provides 24-hour shipping on its security solutions and has a package option with no upfront fees, no equipment costs, and no contracts with an affordable monthly fee. There is also a lifetime equipment warranty and a 60-day risk-free trial.

A drawback to Cove is its limited time in business. However, with a 5-star review rating, limited time in business has clearly not kept Cove from becoming an exceptional home security provider with great customer satisfaction ratings. Consumer reviews highlight impressive customer service, fast and easy installation, impressive pricing, and more. We highly recommend considering Cove for your home security needs. Read through Cove security reviews below to see what else customers are saying about Cove’s home security services.

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Cove Frequently Asked Questions

How does the 60-day, money-back guarantee work?

Cove wants all its customers to love its system, and the company understands that it may take time to try it out. Cove is confident that you’ll enjoy the increased peace of mind and added protection for your home and loved ones. If for some reason the company's system does not live up to your expectations within 60 days, send it back for a full refund. Cove will provide a complete refund of service and equipment charges, as long as you notify the company no later than 60 days following your date of purchase (the “60-Day Refund Period”). You must also ship the product(s) you want to return no later than the "60-Day Refund Period." The purchased products need to be returned with all the components of the original purchase in good working condition. Please review the company's refund policy for more information.  Cove wants to always take care of its customers. If you have an extenuating circumstance, the company will do its best to work it out.

How do I choose my equipment?

Cove offers three levels of protection to accommodate its customers' unique needs:   Level 1 — Basic Protection Cove suggests you order sensors for your exterior doors and the main areas of your home. You accomplish this by using door sensors, motion sensors, and/or glass breaks. This level of protection is a great starting point, and everyone can afford it. Remember, you can always order more sensors later and add to your protection over time.  Level 2 — Intermediate Protection Purchase sensors for all your exterior doors and the main areas of your home. Cove suggests covering all ground-level windows with window sensors or glass breaks detectors for windows that don't open. The company also encourage considering flood sensors, carbon monoxide detectors, medical pendants, and fire detectors for additional safety. These sensors can help prevent damages and tragedies that could otherwise be life-altering. Keep in mind, some home insurance companies offer additional discounts for monitoring fire and flood in your home.   Level 3 — Advanced Protection Cover every entry point (doors and windows on all levels) to the home with at least one sensor. Sometimes having more than one sensor covering a vulnerable entry point can help act as a redundancy. For example, sliding glass doors can either be forced open (door sensor would protect this) or shattered (glass break sensor would protect this). Purchase motion sensors for all the main areas of your home. Include all life safety sensors and make sure you have at least one Smoke/Heat/Freeze sensor per level (floor) of the home.

What is Cove InstaText?

Cove InstaText is a revolutionary way to notify you and those you trust if an alarm is triggered.  When Cove's monitoring station receives an alarm from your system, InstaText is the first means of communication. InstaTex will send you a text message with a link where you can either dismiss the alarm or dispatch emergency responders. If Cove does not get a response in 15 seconds, it will attempt to reach you through the panel and via phone call. If you confirm your emergency, dispatchers will be contacted immediately. If you dismiss the emergency, you will be asked for your password.  You have the option to add emergency contacts when you set up your system. Your emergency contacts will also be contacted via InstaText if your alarm goes off. You can edit or add emergency contacts at any time by emailing Cove's support team.

What are the Cove App Features?

In your hand, you hold the heart of the Cove monitoring system. At least you could, if you have our Cove App, giving you access to your panel from anywhere in the world. Cove mobile app features include the following: Arm & Disarm Silent Arm Notifications Bypass sensors Manage users Check system status remotely

What are Cove's Monitoring Plans?

You can choose between two of Cove’s monitoring plans, Cove Basic and Cove Plus, for 24/7 alarm monitoring with no contracts (yes, you can cancel anytime). It’s like a big security blanket for your home.  Cove Basic 24/7 Live Alarm Monitoring Environmental Monitoring TripleTouchTM Communications Cove InstaTextTM Cove LiveAssistTM Smash and Grab Protection 100% Cellular Connection Hourly Automated System Check 24 Hour Battery Backup 1-Year Equipment Warranty Cove Plus Everything included in Cove Basic PLUS Lifetime Equipment Warranty Smartphone Control Alexa and Google Home Voice Control $5 per Month Equipment Reward Lifetime Monitoring Rate-Lock Guarantee

Message from

Cove

We began this journey in an effort to make security and peace of mind easy and accessible to everyone. With that in mind, we designed the first professional home security solution offering simple, do-it-yourself (DIY) installation; premium equipment; and professional, 24/7 home monitoring with best-in-class customer support.

Founded in 2018, our team has a combined 30+ years of experience in the home security industry. We know that in an increasingly uncertain world, our homes, now more than ever, have become a safe haven. We’re delivering a sense of safety and protection for what matters most in our users’ lives. It’s that understanding that has resulted in Cove’s customer-centric approach to home security.

We’re proud to share that 94 percent of all customer reviews are five stars, which means that Cove has the highest percentage of 5-star ratings of any national home security company. We are committed to remaining the #1 customer-rated home security solution and delivering an affordable service with no binding contracts and must-have features to enable the fastest response times and fewer false alarms. That’s our peace of mind promise.

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Star Rating

4.6

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338 Reviews

Review Breakdown

5 grade

81%

4 grade

9%

3 grade

1%

2 grade

1%

1 grade

7%

Sentiment Criteria

Value

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Quality

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Service

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Amy Mejias Ooltewah, TN

Worst customer service ever. Avoid at all costs. Was a customer for 3 years. Got manipulated into upgrading my system being told it would work with my existing sensors. First when it arrived I was told they couldn’t register it because the code on it was registered to someone else. Once they finally got that fixed, my current sensors DO NOT work with it. They said they’d send more but refused to ship it faster (their shipping takes two or more weeks) even though they lied to me. I am left with a useless system right now. Avoid. They also have useless insincere apologizes and never follow through.

1 month ago

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Reply from Cove

Amy, We are truly sorry to hear about your recent experience. We sincerely apologize for any frustration this may have caused. We encountered a delay in processing our orders, but we're pleased to inform you that this issue has now been resolved. One of our managers has reached out to address your concerns, and we hope that the resolution provided was to your satisfaction. We acknowledge that we failed in this instance, and we genuinely appreciate your patience and the opportunity you've given us to rectify the situation for you.

Oct. 26th, 2023

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Stu K

Brand new system was never QC, 3 sensors were never programmed to system. Customer service was able to connect 2 but smoke they could not confirm for 24-48 hours. Customer service could not change time on clock to show my time zone. Spent hour 1:35 on phone with customer service. When customer service walked me thru to add another user and their own code the system failed. We come home and tried to deactivate alarm with additional user code didn’t work. Company has yet to address any concerns and asked I for a return label, still haven’t heard back. Company outsourced. Nobody in the US ever responded Box that everything comes it is very nice!

3 months ago

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Reply from Cove

Stu, we apologize for the inconvenience you've experienced. We've reached out to address your concerns and understand your decision to cancel the account. We are sorry that we could not meet your expectations. Your input is valuable to us as we continuously strive to improve our services.

Aug. 18th, 2023

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Sierra Mclain Glendale, AZ

i highly don’t recommend this company. sure the customer service is helpful and quick, but the equipment sucks. there’s a 30 second delay when entering the house, which gives someone plenty of time to grab something and run before the alarm sounds. the outside camera only records when motion is detected, you do not have live feed after that motion like you do on the indoor camera. the outside camera also doesn’t have human detection? very dumb. the glass break monitor was set off by my kid screaming, scared them for nights because they thought there was a monster. my door sensor falls off constantly. i can’t watch the live feed when my power or wifi go out. i really wanted my money back but they consider the day you place the order as the start of your trial. how can you try something that you don’t have?? i received my package on 6/22/21 and 55 days later on 8/16/21 i am trying to get a money back return but i cannot because i placed my order 62 days ago.. so dumb. only keeping the service because the equipment is basically pointless without it. without the service you will not be notified if anything is detected or someone enters. the alarm will just go off until you get home.

2 years ago

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Reply from Cove

We are sorry to hear about your bad experience Sierra. Many of your problems with the equipment can be resolved with settings changes. A representative will be reaching out to you

Aug. 25th, 2021

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Jason Ellsberry Matthews, NC

The worst system I have ever had! Called support multiple times to fix issues. The camera would lose signal. The monitoring would never contact us or the police. I kept adding my family into the system so they could arm and disarm from the panel. It would show saved then when one of my kids would try to disarm it they couldn't . Then I would find out that they were no longer in there. Nothing works with this system so buyer beware.

6 months ago

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Reply from Cove

Hi Jason, We are sorry to hear you had a negative customer experience with us. We dropped the ball this time, and we sincerely apologize for that. Please provide your contact information at [email protected]. We will be glad to assist you further.

May. 16th, 2023

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Lora Gonzales Houston, TX

Bought this system a year ago out of the whole year. It probably only were three months returned the first control panel just to receive another one that had the same issues network failure AC it failure now they’re telling me I cannot get a refund because it has been over 60 days, their control panel is completely out not even worth the trouble of sending it back and trying to get a new one just for the third want to have the same issues. I see a lot of customers on here with the same problem it has been told to me that it is a Salir network failure, which is out of the question is no telling how long my system was monitor for after paying a monthly fee every month for a year. Definitely do not recommend this have given up on this company and just chose to go with a different alarm company.

9 months ago

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Reply from Cove

Lora, we are saddened to hear you had a negative experience with us and we wish we could've done things easier for you. We will have one of our supervisors reach out to address your concerns.

Feb. 23rd, 2023

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Khess920

Did not work poor product. System keep loosing signal to sensors... they were only 40 ffet away in a straight shot. The double sided tape damaged ceilings and walls. Cost me $1500 to repair once we removed the system.

4 years ago

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Reply from Cove

We are truly sorry that you had a bad experience with us. It looks like we have issued a full refund for your equipment and monitoring. Thanks for giving us a try.

Feb. 6th, 2019

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Sean Oppermann Saginaw, MI

The panel I received has an intermittent issue where it loses power and the entire system goes offline. In this state the alarm becomes entirely useless. I called customer support for this issue a few weeks ago and they walked me through how to take apart and reset the panel. Now it did it again, and for another night my location was totally unsecured. Customer Support today again was insistent on us trying to reset the panel. They asked me 4 times to try it. I had to firmly refuse and insist on them sending out a panel that operated correctly. It's bad enough they sent me a faulty unit to start, but to try to get me to limp along with the clearly defective panel is totally unacceptable. They clearly are more concerned with selling a product than the actual security of your home/business. Update: 9-7-2022 After returning the faulty panel and getting a new one sent out from customer support, the new panel is having the same issue. It seems obvious to me at this point that these have a major issue with their AC Adaptor and its connection to the panel. If you get regular notifications about an "AC power failure", you are having the same issue. At some point the panel will likely lose power altogether and leave your home or business completely unprotected. Totally unacceptable design. Update: 10-26-2022 Now, not only is the AC adapter failing, but I've realized that the entire time I have had this replacement panel it hasn't been connected to the cellular network. Because there is no WIFI option with this system, that means my business was completely unprotected for months now. I called customer service, and while they agreed to refund equipment expenses, they only agreed to refund half of monitoring. I'm also being required to mail them their broken hardware again. I feel like they should be paying me an hourly wage to deal with all the problems I've had with their half-baked product. I was willing to pay any price for a security system that simply worked. This was clearly not it, and it took me a lot of headaches and troubleshooting to figure that out. If you can't trust it to work for even a majority of the time, you can't trust it to work ever. Spare yourself the experience I had and pick a different service.

1 year ago

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Reply from Cove

Sean, we are saddened to hear about your experience. We sincerely apologize for the many difficulties you have been through during the time you've had your system. We understand that as of now you already decided to cancel your account and receive a refund. We will have a manager reach out to take care of all your concerns. Thank you!

Oct. 27th, 2022

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Thelma Allen Perris, CA

The truth isn’t being told about the security system I purchased one a little over a year ago and started getting the communication failure message right away 3-4 times a day. What really got me was on 8/23/22 the system started going off every 10 minutes with a alert on my phone saying motion detected in the living room at 5:30 PM on 9/22/22. I tried everything to stop these alerts on my phone took the motion sensor down and removed the battery still alerts every 10 minutes. I then removed the sensors from the panel still did not stop it so at 5:00 am I call the number for customer service I was ask a few questions which they stated was wrong and was told they couldn’t help me I even ask if they could look up my purchase by my address. I brought the system that you self install I don’t pay a monthly fee but I still thought they would stand behind their product. I need to upgrade my system but it will not be with cove that’s for sure. Finally at 6:46 am on the 13 hours after the alerts started I was able to stop the alerts by reinstalling the living room sensors. Their customer service is just awful and uncaring I only found out about the problems with this system by complaints on the BBB were there is over 80 complaints.

1 year ago

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Reply from Cove

Hello Thelma, Thank you for letting us know about your most recent experience. We are truly sorry for the way our support team handled the call while assisting you. We had a supervisor reach out to take care of these concerns. We are glad we could clarify how our system works when it's used as a self-monitoring system. We will make sure to provide training to our representatives for future interactions. We look forward to serving you.

Aug. 31st, 2022

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April Ruiz Las Vegas, NV

I am disabled and require a caregiver. My caregiver installed the system in February this year, 2022, and handled all the programming and set up the user profiles and everything. I have traumatic brain injuries and struggle with understanding and following the directions. On April 9 I fired my caregiver and asked her to move out immediately. My entire life got turned upside down after that. She hacked my security system. It took a cove employee 30 minutes and 5 resets to get me back into the app and he discovered a new user, ICYOU. Four days, 10 phone calls and an hour in the chat box is what it took to get past their "our system is highly unlikely to get hacked" or " our system is unable to be hacked" and actually get someone to help me. Then it took four emails to get them to send me the complete logs for my system because she had erased most of my logs. Every hour more and more disappeared and eventually so did the videos. They took so long to help that much of the evidence of her even ever being here was deleted. A lady named Zandra finally put in the time and effort to gather and send me the complete history from their system. I can say she was the only understanding and helpful employee I dealt with. However, the "investigation" was handled by a Grace C. She emailed me and stated, "This is Grace from Cove. I have contacted our backend team about your issue and they respond back. This was done from the IP, same device, same user, same everything. Everything originated from the users Master account. Contact creation, name changes, earlier user deletion - ALL by same user, same IP, same device. We take concerns of "hacking" very seriously. However, there is no evidence of that at all." I explained that what I had found out from a computer tech I know and that the one who did it resided with me. I also stated that it was extremely insulting that she thinks I would spend so much time and effort to stage a fake Incident like this. I also informed her that I have been working with local law enforcement who know this woman. Not a single person from Cove Security has responded to me since. Despite me being disabled, the involvement of a computer genius and local law enforcement who have figured out most of the incident, they decided I faked it and left me unprotected and vulnerable in my own home.

1 year ago

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Reply from Cove

April, Thank you for taking the time to leave this review. We are saddened to hear of how your experience has been. The good news is we were able to find a solution to the problem you've described. We will have a supervisor reach out to address this and any other concerns you have.

Apr. 25th, 2022

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Casey Beckwith

Just got a call from a supervisor telling me that they have a smoke detector just laying around that they could send out to me. Funny I write a review and boom they care enough to reach out to me. Maybe instead of worrying about reviews you should work on getting your logistics down. And I just paid for monitoring with this company. Did the supervisor offer and kind of refund nope just sorry to see you go. A lot of my friends and family signed up for cove because of me but after today they to will no longer have cove systems. I will be returning all of their equipment and I've already signed up with someone else. And they didn't even mention the 8 minute response time. And we are supposed to trust this company with our life? Seems like they just care about reviews and to keep the " good" image because the better the reviews the more business they might get. Can't believe the would offer a smoke detector that's just laying around.

1 year ago Edited February 7, 2022

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Reply from Cove

Casey, We are sorry to hear of the experiences you've encountered. We do want to make this right. We will have a supervisor reach out to help address each of your concerns. All reviews that are written reflect an honest experience from an active customer and there is no incentive to have a review written. We just ask if individuals would be willing to write a review. We hope this information helps.

Feb. 4th, 2022

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Greg Virginia Beach, VA

I went to the Cove site several times and built a system. The price was always the same. When I went back, there was a link for a Halloween Sale which offered a discount. I clicked on the link and received an email with a coupon. Which I activated. I thought, I'd make the purchase for a discounted price. Built the same exact system as before and the price remained the same. I made the purchase anyway. I contacted customer support and asked why the coupon didn't work. I dealt with a rep for over a week. He then asked me to build the system again (not sure what he did on his end) but the system came up about $45.00 cheaper. I thought the rep was going to credit my account for the difference. He asked me to forward the coupon I previous tried use and told me to send it to the general mailbox. Some moron by the name of John replies and says Cove only offers certain discounts. I told him about the coupon I have. He, in essence, didn't want to assist me in any way. He repeatedly avoided questions and said he was going configure discount prices and send them to me. He never did. If this is what Cove customer support is all about (fake coupons and obnoxious punk kids), I'll mail the box of equipment back and go to Simplisafe. A system with the same amount/type of equipment was $80.00 cheaper. They even provide a couple of extras free of charge. In the event I needed customer support with Cove, I imagine it would be nothing but problems and stress. Who needs that? Cove isn't the only game in town and they have a lot of work to do before, they'll be successful.

2 years ago

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Reply from Cove

Hi Greg, Thank you for letting letting us know about your experience. We are eager to look into this and provide a satisfactory resolution. Please send your contact information to [email protected] so we can find your account and resolve this issue.

Dec. 22nd, 2021

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Crows Roost Detroit, MI

Very negative experience. I purchased two systems, which were on a great Black Friday sale, in 11/19. Orders were wrong - not delivered, wrong parts. Took awhile to get corrected, but it did. These were for a rehab I was starting to work on, and they didn't get installed right away. In 2/20, I noticed I was being billed for "monitoring." I hadn't installed or activated the kit, yet, so I didn't know why. After a lot of back and forth and run around, including having to call them, etc, I had them suspend the service until I could get it installed. In 4/20, I had to do it again, but they did stop billing. Due to COVID, the whole thing was stalled and the kits were never used. I never received any correspondence from them about anything, I wasn't being billed, and I had already resolved the issue (so I thought), so there was no reason for me to think anything about it. Out of the blue in 9/21, I received a "cancellation" notice, stating that my accounts were being cancelled due to nonpayment, and they were billing me over a year for two accounts. I immediately wrote and called. Clearly, I never had the monitoring set up. They told me it was "automatic." I am not required to have any monitoring, so I don't know what was automatic about it - autopay is how you pay, not an agreement to pay for a service you haven't signed up for. At first they told me they would zero out the "balance," since they could see I'd never used it. After not hearing from them for 2 weeks, I contacted them via email, to have everything in writing (as one should). I was told that making requests IN WRITING didn't count, and I had to call. I had already called. They basically said it was my problem for not using the equipment and they weren't going to do anything about it. Plus, I can't ever use my equipment until I clear the balance. So, now I have both a "balance" and equipment I paid for and can't use. Although, based on other reviews, it doesn't seem all that reliable, anyway. Simplisafe has great service: use them.

2 years ago

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Reply from Cove

Thank you for letting us know of your experience and I'm sorry to hear how everything turned out. A representative reached out to you and was able to forgive the balances on both accounts.

Oct. 11th, 2021

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KS Lutz, FL

Wow, what a month we had dealing with Cove. The first panel they shipped didn't work. We plugged it in all around the house and it never turned on. They had me open the back of the device and check the battery, sim card, some cord, etc. Must be defective. Shipped me out a new one. Plugged it in and hurray, at least this one turned on! The first step is testing the cellular connection. It didn't work. They had me move the device by the window, all around the house, etc. Wouldn't connect. Again, they had me bust out the screw driver to undue the device and again check the battery, sim card, cord, etc. All seems fine. Chatted with them over a few days and they kept making me do a hard reset of the panel but nothing worked (oh, and of course - I'm being charged for "monitoring" during this time). FINALLY, after one month of issues, someone says "How strong is AT&T in your area?". I say I have no clue. They check and realize we are in a low coverage zone so they can't monitor us. You'd think this is something they would check with their website before shipping the product to you! Oh, and they offered to let me keep the device (and they would suspend the monitoring payments) until the roll out the Verizon panel. When will that be? Next year. :) I don't think so, Cove.

3 years ago

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Reply from Cove

Hello KS, I am sorry so sorry that happened. That is so frustrating. We want to make this right to the best of our ability. We strive to train our people to the best of our ability, and I am confident we can find an amicable solution for all parties involved, particularly for all the headaches you had to go through and it didn't even end up working due to low cell signal. Please give us a call at 855-269-3669 and we will help you make this right.

Feb. 26th, 2020

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Brittany Schmalz Indianapolis, IN

By no means should you use this company. Not only is there equipment poorly designed, but their customer service is even worse. I have standard front and back doors that enter my home. The sensors would not fit on either door. I worked with their customer service department for 2 weeks sending pictures and measurements to receive no answer. And by receive no answer I mean they literally just stopped answering any emails or questions about it. Even after I emailed to ask on an update. Also, when I removed the sensors I was able to use it completely ruined my drywall and my basement door. Oh and one of the times that I set the alarm off by accident I forgot to check my phone to cancel dispatch and say I was ok. I never received a call. And I also never had a dispatched officer come to my home. Thank God I wasn’t being robbed and forced to enter my security number into the touch pad. I would not trust this company to be in charge of my safety for any reason.

4 years ago

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Reply from Cove

Hello Brittany, we take poor experiences pretty seriously. I am sorry you had a poor experience. We have investigated your account and it appears we reached out to you once via email, twice via text, and left a VM, and you never reached back out except to cancel. We have already processed your 60-day money-back guarantee. We wish you would have given us an opportunity to help you. Nevertheless, thanks for giving us a try.

Nov. 22nd, 2019

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Lala

It's been great and I like the customer service when I call. What needs improvement is the website. I tried to go in and change my billing info but it's no where to be found.

3 years ago

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Reply from Cove

Thanks for your feedback, Lala. We will be launching a customer portal by the end of this Summer in 2020. So glad you are pleased though.

Mar. 9th, 2020

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Shawnee Williams Florence, SC

If I could give 0 stars I most certainly would. I have been waiting MONTHS for a replacement panel and have yet to receive any replacement. I have been with this company almost 5 years but within the last year the service has went down hill.

11 months ago

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Reply from Cove

Hello Shawnee, thank you for letting us know about your experience. We are really sorry for the time you have been waiting for a replacement panel. We had a supervisor reached out to address your concerns. We appreciate your patience.

Dec. 30th, 2022

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C Southampton, NY

This company took 6 weeks to replace a broken panel, then when I received the "new" panel it also had problems (7 false alarms in one day). I have had security systems in my homes for decades, and have never encountered anything this bad. I called every week to check when they would send me a new panel, so that my system could be turned on, and they were very cheerful, polite and totally unable to get their job done. Any system is better than my experience with this one.

1 year ago

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Reply from Cove

C , Thank you for taking the time to leave a review, though we are saddened to hear of your experience. We would love to get more detail from you and see if there's anything we can do to make this right. If you could please reply back with your contact information, we will have a supervisor reach out and address these needs. I'm sorry to hear the service didn't work out for you. Allow us a chance to help address these concerns.

May. 23rd, 2022

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Jennifer Ellicott City, MD

They sent a system out with known communication issues. Tried installing and panel would not connect to sensors. Called and was assured new system to be sent out. 10 days later, no system sent and they are now going to talk with warehouse to initiate sending out new system. This company is a disorganized mess. I have cancelled my service and now need to ship back the defective system and patiently wait for my refund. Ridiculous.

1 year ago

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Reply from Cove

We apologize Jennifer. You were one of a small number of customers who were sent a panel with a communication issue. We issued monitoring credit to you and all who were affected by this fulfillment issue. We understand your frustration and are sorry to see you go.

Dec. 22nd, 2021

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jOEY Olympia, WA

Ordered cove system arrived on time. Was supposed to charge 17 bucks plus they hicked it up to 20 bucks charged me 2 or 3 months of security and it wasn't hooked up so they weren't monitoring anything. Dishonest and horrible CS.

1 year ago

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Reply from Cove

Joey, thank you for leaving a review. It's sad to hear that you encountered some issues with our monitoring fees. We would like to know more about your experience and find a better solution for you. Please send us your contact information at [email protected] so we can find your account and get you taken care of. Thank you!

Nov. 29th, 2022

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Tony Parker Bessemer, AL

Your company is misleading first responders, teachers, and the military. The individual applies for the discount code which is used at the end before the order is placed. When the code is applied the price on everything doubles. You proclaim the first six months of motoring are free. In actuality, this group of people pays more for the system.

2 years ago

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Reply from Cove

Hey Tony. Thank you for reaching out to us. I'm sorry to hear this program didn't work out for you. I think there may be a little confusion so allow me to clarify. The Thank you program gets you up to $475.00 worth of retail equipment and 6 months of monitoring (a value of 90 or 150 dollars depending on which plan you choose) all for $150.00. If you package is over that $475 limit, you would just pay the difference on top of the $150.00. If when you are placing your order, the final price is less than a $150.00 difference, you will have more value in the Thank you program (because that 6 months of monitoring for free). I hope this information helps but if you have any other questions or concerns, please don't hesitate to call us at 855-268-3669 and we would be happy to speak with you.

Oct. 11th, 2021

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Ryan Duvall Louisville, KY

Will not let you easily cancel a membership. I’ve attempted 4 times now with the promise of an being sent an email. Still No email, still continuing to be charged. It’s a nice scam they have set up. Buyer beware.

2 years ago

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Reply from Cove

We are sorry you had a rough experience cancelling. This is not typical. We were able to cancel your membership and refund your entire equipment cost and all monitoring on 4/30/21. We will miss you.

Aug. 20th, 2021

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Anonymous

The overall service of the company, customer service, false alarms, cost of shipping returns

4 years ago

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Reply from Cove

We are sorry you had a bad experience with Cove. Thank you for giving us a try. Please call our customer support line and we will try to make things right.

Feb. 6th, 2019

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Loretta Clayton

No video door bell like I wanted. I dont want the product

4 years ago

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Reply from Cove

You are right Loretta, we don't have a doorbell cameras. Thanks for your feedback though. We feel deeply hurt you gave us such a poor review for something we do not advertise on our website.

Feb. 8th, 2019

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Danny Dykes Cleveland, MS

Lousy customer support,control panel went bad over a month ago,said they were sending a replacement, still waiting.

1 year ago

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Reply from Cove

Hi Danny, thank you for letting us know about this. We are so sorry you have been waiting for a replacement panel for many days. We have dropped the ball this time and we sincerely apologize for that. We will have a supervisor reach out to take care of these concerns.

Aug. 31st, 2022

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Conard Terhune Plant City, FL

Save your money. DO NOT BUY COVE. their system will not work 24/7. They could not get it to work 24/7.

1 year ago Edited May 12, 2022

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Reply from Cove

Hello Conrad, We first would like to thank you for taking the time to leave us this review. We apologize that you had this experience. We have reviewed your account and would like to provide you with some more context. Our system is 100% dependent on cellular communication in order to function. With that being said, at times environmental or other factors can temporarily interrupt the cellular communication and bring your security system offline. When this occurs, as with your account, the panel will immediately advise you to call in so we can resolve the issue. When you called in we were able to fix the problem and bring your panel online, and advised that we would replace the panel if it went offline again. At the time of your cancelation your system was online and functioning correctly. If you would like any further clarification, please give us a call we would love to assist you. We hope that you have an excellent day!

May. 12th, 2022