Cove Reviews

I ordered a system from Cove for my house in Wyoming while I was living in Virginia. I asked them not to start the monitoring until I had a chance to set up the system. They started the monthly monitoring fee immediately. I contacted them via email to ask that they suspend the monitoring until I had a chance to set up the system. Shame on me for not paying closer attention, as they just kept charging me even though I had never had a chance to set up the system. They were charging a credit card that was no longer active, so now they tell me I owe over $300. The billing department offered to reduce that to 1 month's monitoring ($29.99) but I said no as I had already paid them multiple months of monitoring for a system that is not set up. So she transferred me to the cancellation department, who did finally cancel my account, but said I still owe them the balance due of over $300. They said I can call back and WHEN I AM READY TO REACTIVATE, they can work with me on the balance due. Why would I want to reactivate with a company that operates in this manner?

First I want to say, their response time to alarms is FAST, too fast. When you cancel an alarm, they still call. I thought I'd give COVE a try since they were a new company. I ordered their Home Al arm System (door/window sensors, Glass break and motion sensors). The first time I tested the system in 'AWAY" mode, the motion sensors wouldn't work. Cove replaced the entire system but, for some odd reason, we could not figure out, the motion sensors still would not work in our home. I had been working with the manager, who was very patience and helpful with trying to make sure the system worked for us. We tried for hours without any luck. My theory is, I think our outdoor security cameras were interfering with their motion sensors transmission because they were all installed on exterior corner walls that had security camera installed on the outside. When we disarmed the security cameras, we got them to work most of the time. The ONLY location in our home they appeared to work was the hallway. Being that you cannot install the motion sensors in front of windows and the rooms all had 2 windows, exterior walls was the only location we could use. Next, I wanted to test the Glass breaks. The glass break sensors should activate within 15 feet of a window or glass door. We installed one at approximately 11 1/2 feet from a large window, we tested it by actually breaking glass at 15 feet, 11 feet, 10 feet, and 6 feet and it NEVER went off. I contacted their technical support and was told to try testing them using a recorded sound of glass breaking, so I did a live video using several glass break effect sounds from Youtube, using my BOSE speakers with the sensors at 6 feet away from the speakers. They DID NOT go off, one did go off at approxiamately 4 feet but with several test they would only go off if the sensors were right in front of the speakers. The issue was they wouldn't trigger properly as shown in the video. The door and window sensors worked fine during both 'STAY' and 'AWAY' mode test. We also had issues with the panel. It would start counting down at night in 'STAY' mode for some odd reason and we had to get up to disarm it and arm it again. It you are going to have a Home Security System to secure your home both at home and away from home, you need a reliable and dependable system that works 100% of the time. Cove's call dispatch center appears to be reliable with responding to alarms but that's not enough, I need the alarm system to be as reliable to protect my home and my family from intruders. If it can't do that, what's the purpose of paying for the service? I have notified Cove that we wish to return the system. Hopefully we can find a system that actually work for us and one we can rely on to work for us. I suggest anyone with a Cove security system, test all their devices in both 'STAY' and 'AWAY' modes to assure they work properly.

I have not had a good experience with Cove. We've replaced the unit twice and the sensors twice and were finally told that rural areas are often a problem with their units. Why not tell us that before we buy?