Cove Reviews

Ordered a home security system from Cove, and it would not work at all. After several tech support tries, they sent me their new “upgraded” system. I was never able to activate the system. However, I discovered that I have been paying for monthly billing for over 1.5 years on a system that has never been activated. (partially our fault since we did have another Cove system for our business – didn’t notice that we were getting billed twice until it was too late). The response from Cove’s cancellation department was - sorry, we are keeping your money since we sent you the new system. Regardless of the fact it had never been activated. The best they would do is lower my monthly bill to $19/month. I don’t think so! Cancelled both business and this account today - STAY AWAY FROM COVE!

I rarely leave reviews, but my experience with Cove has been nothing short of a nightmare. When I first spoke to their team, I was told I could use the system without monitoring, but that I wouldn’t be able to connect cameras to the touchpad. Fine. I decided to buy the system online anyway — only to be automatically put on their most expensive monitoring plan without my consent. When I called to downgrade to the basic plan, I was assured I would still have camera access through the app. Meanwhile, my equipment arrived missing a critical cable for the touchpad. I was told the cable would take 10 days to arrive, but not to worry because “everything would work through the app.” Two weeks later, the cable arrived. After drilling holes throughout my house and attempting to connect the cameras, I found out the truth: camera integration only works on their $50/month plan. This was never disclosed upfront. Their website is vague, and even the side-by-side comparison chart only says “camera support,” which is misleading at best. Over the course of this ordeal, I spoke with multiple support reps and got three completely different answers. In the end, I was left with wasted time, holes in my walls, a pile of equipment I now have to return, and a terrible customer experience. I am now cancelling everything. This has been frustrating, misleading, and expensive. If you are considering Cove, think twice before trusting their promises.

I DON'T RECOMMEND BUYING A COVE SECURITY SYSTEM. I Bought my son a house in August of 2021. I ordered a full Cove system, touchpanel, MANY sensors, cameras, Smoke/Carbon detectors. Everything was installed and from day 1 it was terrible. We returned the cameras as they were terrible. The system sent alerts continually of problems with sensors, the smoke.carbon detectors, it was a headache, nothing worked right and my son gave up and just let it sit while we paid the monthly monitoring fee (we should have canceled back then). Fast forward to about a month ago (early June 2024) and we called Cove and they sent their new system which was a new panel and new smoke and carbon detectors, I guess they realized their original equipment was no good. Out of the box it is all bad, false alerts from sensors, low battery indicator for the panel and no one at Cove can tell us what to do so I give up. It is terrible equipment and their tech support is awful, they have no idea how to help a customer and it is all one big waste of time. Never again so people think twice before you order this stuff, I wasted many hours on this and should not have.

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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.

it worked fine for a couple of years but all of a sudden the routine feature is locked and i can't change the routine to control when i want to arm and disarm it. I contacted customer service thinking it would be a simple glitch fix. but after more than a month it's still not fixed! what good is a security system when you can't control when you want it to arm??? ridiculous!

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.

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.

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.

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.

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.

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.

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.

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