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Cove Reviews

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7.8

Overall Score

Star Rating

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4.5

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348 Reviews

Review Breakdown

5 grade

80%

4 grade

9%

3 grade

1%

2 grade

1%

1 grade

8%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Don Moldovan Saratoga Springs, NY

The product was easy to install, the telephone support was initially disappointing because of their poor connection on their end with fading voice connection and noise in the background. Yesterday, when I ordered two more sensors the telephone support was very good. The phone connection was better and I could hear and understand the person on the other end. When I first ordered the product, their rep. canceled the order by mistake and no one contacted me. I had to reorder the product again and setup the sensor tagging again. This is important to do at time of order. I received poor support for the outdoor camera. The SD card had no instruction and their video did not show how to insert the card. I am hopeful the monitoring performs well in the future.

4 years ago

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Reply from Cove

Appreciate you sharing your experience. Have we since resolved the issues you were having with the camera? Feel free to reach out if we have not. If your panel and sensors are connected and communicating with the monitoring centers, the monitoring will perform accurately and quickly as it is designed to.

Jul. 15th, 2021

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Lynn Rapid City, SD

Our experience with Cove has been overall very good. Only complaint we had was when our alarm was accidentally triggered it took over 10 minutes for the monitor center to call. A lot can go wrong in 10 minutes, when I asked the rep about it she ignored the question and disconnected; otherwise, would be a five star review. Had to call Customer Service when we first got the system and they were amazing!!!

4 years ago

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Reply from Cove

Thanks for sharing your experience and feedback! We greatly appreciate it. We would love to take a look into the reason why it took our monitoring center more than 10 minutes to call. They're supposed to call within 1 minute. Reach out to our customer support, and they'll be happy to figure out the issue. Thanks again!

Jan. 28th, 2021

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David

It’s been great. Wish Cove would carry there own camera system for indoor and outdoor. I also think they should have there own smart locks and doorbell. This would be the topping on the cake. I have all of the equipment I mentioned and it’s just a pain in a butt too have 5 different products versus just one.

5 years ago

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Reply from Cove

Thanks for leaving us a review David! We will have outdoor equipment for our system, and top that cake!

Nov. 10th, 2020

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Ollie

The customer service at Cove is amazing and I am very impressed with that aspect of the company. I have had a couple glitches with the equipment, but nothing major and it was easily rectified over the phone.

5 years ago

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Reply from Cove

Thanks for sharing you experience, and taking the time to leave us a review!

Nov. 11th, 2020

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Samantha Newell

I like that the installation process was fairly self explanatory. I think that their alarm verification process could be a little easier. We set off our alarm a few times and it is difficult to report a false alarm

6 years ago

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Reply from Cove

Thanks for the review Samantha. Please reach out to us and we would be happy to explain our InstaText feature for easy disregard of false alarms.

Feb. 7th, 2019

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Melissa Ft. Washington, MD

Customer service was good even though I received the call center in the weekend a representative returns my call within 10 minutes. When I set my alarm go away it defaults back to at home. Why is that?

7 years ago

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Reply from Cove

Thanks Melissa for your review. To answer your question: Our panel assumes you are staying home if you don't open a door after arming away from the panel and defaults to "Stay" mode to prevent false alarms. If you use your smartphone app or remote to arm away then this won't happen.

Nov. 7th, 2018

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Curd Smith Sacramento, CA

To begin with I have used a security system in all of my homes since 1995. They have all had monitoring. Over the years the systems have become more technical and do more to protect your home including video monitoring. My last system or should I say the one I was replacing with this Cove system was a self install manufactured by Frontpoint. It went in and has functioned without any issues for the past four years. I like this system but their monitoring fee was getting to be too much ( over $50.00/mo no video monitoring). So after some research I decide to go with Cove. Well I can only say that it has been a nightmare from start to no finish. The installing company they contact with was a no show. I had to call in to find out the installer had over booked and rescheduled me with no notice. Meanwhile I wasted an entire day waiting for them? After this I decided I would self install. Big mistake. You need an app on your phone to install video devices. Well after nearly an hour on the phone their technicians and even a supervisor could not figure out why I could not log into their application. I have been promised a call back but am not holding my breath. So far I have installed all of the components except the exterior mounted camera which is charging. When I say installed I mean they are attached to my home. Whether they are working or not depends on what piece you are talking about. I keep getting warnings from the panel that this devices are low on battery life etc. These are brand new out of the box. When I told the service tech this he did not offer to send a replacement or anything. In fact he just kept hammering me to type in the same username and password until I was locked out. He would not listen. He kept acting like I was not getting the username and password right? Finally he figured out he could not log in with my id either. So then came a supervisor. Same dance. I must be an idiot and cannot type. Oh well, sorry sir I cannot log in either. This after nearly an hour! I am so frustrated I want to rip it all of the windows, doors and ceilings and send it back. So sorry I ever went this route. Frontpoint has offered to upgrade my system and reduce my monitoring fee if I stay with them. That may be faster and quicker than trying to install this very shaky system which seems to have very poor technical support. I am now waiting for a call back from a supervisor who could not figure things out at the tech's desk. I asked him what number he would be calling from so I would be sure to pick up ( lots of scammers) but he could not give me that information. So I told him I may or may not pick up unless he goes to voicemail and leaves a message. Such a big headache for something that should not be so tough. Does not instill any faith in Cove. The system just now announced the hall motion sensor has now lost connection to the panel? I think the batteries are probably dead in that as well. Had to replace them in the smoke detector as well. This is brand new stuff? Good thing I left the other system on line and intact as I think this whole junk system is going to go straight back to where it came from. Very frustrating experience. As a follow up I was contacted by a Cove Customer Service representative regarding this review. I want to say that their customer service and dedication to their customers is excellent. I think that things went sideways for me when the third party installer rescheduled without any notice leaving me unable to make their appointment time. So I decided to self install. For me that did not go well. I admit I lost patience and felt like after I started getting error messages I could not trust the equipment. For now I kept my existing Frontpoint system and Cove returned my money in full. I hope they consider some other installers as the company they had come out to my place was just too busy and not professional in their conduct in terms of zero communication. Their time was more important than mine I guess. Sadly this reflected back on Cove in this review.

3 years ago Edited August 26, 2022

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Reply from Cove

Hello Curd,
Thank you for bringing this to our attention. We sincerely apologize for the many difficulties you went through while installing your system. We had a manager reach out to you today to address these concerns. We are saddened to see you go, but we wish in the future we can provide services for you. Thank you again for the feedback.

Aug. 19th, 2022

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Kyle N. Meridian, ID

Everything about the ordering & installation was a breeze. I’ve contacted their customer service on multiple occasions with questions and feedback & they were nothing but receptive and informative. They are always quick to return my emails an provide a friendly atmosphere. I have referred many family members and friends in their direction. The only downsides are the security camera they offer is not integrated in the app or system at all, they do not allow custom options for individual sensors, and they currently do not have an online computer portal. But for the price and customer service , they can’t be beat.

5 years ago

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Reply from Cove

Thanks, Kyle for the great feedback. We always want to get better. We will have integrated cameras into the Cove app by the end of this calendar year. We will also have a customer portal by the end of this summer as well. Always wanting to get better.

We do strive to have prompt and friendly customer service people. It is very important to us.

Apr. 2nd, 2020

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My Experience with Cove Palmetto, GA

Easy Installation and customer service is great also. The only issue I had was when I first got my system, had to have a sensor replaced. Battery was not working.

5 years ago

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Reply from Cove

Thanks for taking the time to leave us a review! Did we replace that faulty sensor, or is there anything else we can do to help?

Nov. 11th, 2020

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Good Service. Needs App for all Plans.

It''s a good system but it sort of ridiculous that the basic monitoring plan does not come with the App access. It should at least allow payments and some set up.

6 years ago

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Reply from Cove

Thanks for the feedback. We appreciate it. We are building a customer portal and it will be ready soon.

Jul. 2nd, 2019

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Joyce Rapp Mentone, CA

I posted a review and got a call from a different rep. I explained the extreme circumstances that we are going through that the previous customer service rep didn't give me a chance to explain. This rep was willing to bend in order to keep us as customers and I appreciate that very much. I did find out some things about the camera that I wasn't told when we bought the system, which adds to the monthly price - one basis for our purchasing the system and service - so that's why I'm giving only four stars. I guess there is a steep learning curve for people starting a new business.

6 years ago

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Gary Kohl Braselton, GA

Overall it is a great system. It was easy to install and works well. I am not fond of the control panel. I wish it had Alexa integration.

4 years ago

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James Ragan San Bernardino, CA

Excellent product and service, I have been extremely pleased with the system, ease of installation, quality of system and customer service.

4 years ago

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Reply from Cove

Thanks for the review! Glad to hear you are enjoying your system!

Apr. 16th, 2021

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T Smith

Love my security system. Wish they would not call the police after I cancel or confirm false alarm because i am charged 250.00 each time

6 years ago

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Reply from Cove

Thanks for the review T Smith.

Jul. 17th, 2019

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Osotomilayo

I remember the day the Cove security system arrived at my doorstep. The sleek design of the control panel and the motion sensors gave me confidence that I had made the right choice. The instructions provided were clear and easy to follow, allowing me to set up the system without any hiccups. Within a matter of hours, I had the Cove system up and running, securing my home and providing me with the peace of mind I had been searching for.

1 year ago

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Holly Wehmeyer Cincinnati, OH

The service is fantastic, only issue is I can't rename my doors/windows on the tablet like I'm supposed to be able to

4 years ago

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Shawn Rosvold Colorado Springs, CO

The interface is good. Installation is easy. I cannot get one of the wireless cameras to stay connected.

4 years ago

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Reply from Cove

Have we taken care of your camera? Please reach out to us if you're still experiencing issues and we'll be happy to look further into it. That shouldn't be happening. Glad to hear you are otherwise enjoying your system!

Jul. 15th, 2021

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Bryan from Illinois.

Like Cove's control panel and great customer service by phone. An area needing improvement is Cove's website.

5 years ago

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Reply from Cove

Thanks for your feedback, Bryan. We will be launching a customer portal by the end of the Summer in 2020. Good things to come!

Mar. 9th, 2020

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Shavon Saginaw, MI

Eady to install set up was very easy, customer service was excellent very friendly and very understanding

7 years ago

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Reply from Cove

We are happy to protect you Shavon.

Nov. 7th, 2018

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Steve Tischler Mays Landing, NJ

Excellent customer service. High quality products and already assigned sensors from the online order. Just have to make sure you have a good cell signal with AT&T at your location. Overall great product and service

6 years ago

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Reply from Cove

Thanks for the review Steve. We will have Verizon and T-mobile by next calendar year.

Nov. 22nd, 2019

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HeavenlyKira Oklahoma City, OK

I’m still new to using this company but so far it’s been good. All of the sensors were easy to install which was good and the cameras seem nice, but I did have a problem with the panel disconnecting. But for the most part I’ve liked their stuff.

3 years ago Edited September 15, 2022

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Seth isheim Paso Robles, CA

No issues with company or product. Quick response when alarm is triggered

4 years ago

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Jennifer Quinn Valrico, FL

I wish that some of the features were a bit more customizable.

4 years ago

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Reply from Cove

Appreciate the feedback! We're always looking for ways to further personalize the system to needs of our customers. We will be bringing more options and features to our system in future updates.

Jul. 15th, 2021

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maurice

Very friendly, very helpful and technical competent as yet no complaints.

5 years ago

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Reply from Cove

Thanks for the review Maurice! We really appreciate it!

Nov. 24th, 2020

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Anonymous

I like the fact that when something happens, they are there quickly.

5 years ago

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Reply from Cove

Thank you! And thanks for leaving a review, we really appreciate it.

Nov. 10th, 2020

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Ken O

Cove has been great! Easy installation right out of the box.

6 years ago

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Reply from Cove

Thanks for the kind review.

Jul. 17th, 2019

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Dwdw

I have found there is A lag time with our inside camera.

5 years ago

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Reply from Cove

Thanks for the feedback. We will let our third-party provider know for sure.

Dec. 17th, 2019

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Anonymous

Great system. Siren could be a lot louder though'

6 years ago

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Reply from Cove

Thanks for the review. We appreciate the feedback.

Jul. 2nd, 2019

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Tony

They should add a camera that connect to the security pad.

6 years ago

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Reply from Cove

We anticipate lots of increased features for Cove in the future:).

Feb. 8th, 2019

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Tyler

Improve on mobile app and the ability for website login

6 years ago

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Reply from Cove

Thanks for the review Tyler. We are making lots of improvements on the app. Our customer portal will be up and running soon.

Feb. 7th, 2019

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Mike Perrins Spring Hill, FL

They are a very good company the people are great they came out when I called

3 years ago

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Reply from Cove

Thank you for taking the time to leave this review. We appreciate what you have provided.

Dec. 30th, 2021

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