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August 2024 by George Brackett
My interactions with COVE have always been professional and courteous
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August 2024 by Alexandria Jefferson
No I have not had a good experience, no one has yet to call me back about the camera,if it's coming soon is it in stock,when will it be in stock,just keep getting we will callbyou back after we check with warehouse.im about ready to send what equipment I have back to cove!!!!!! Customer service needs more training on what's going on.so they can give the customers proper information.ok I'm waiting on the phone again it's Wednesday August 7,2024 nobody has reached out to me,please don't respond to appease my review response,call me or get the answer to why am I still waiting on a camera,that probably was know that it was out of stock before you'll sent original equipment order,so now I'm suppose to just wait,customer service said on back order,and now I'm on the phone with a person who is of no help and trying to make it seem like I'm crazy. And it's freaking ridiculous, I'm asking for a supervisor now,and he wanna keep talking,about absolutely nothing of importance. If the cameras were out of stock when people go online to order it should say just that,OUT OF STOCK,not allow you to put it in cart and do a whole order than ship out equipment minus camera and write at bottom of invoice (real small) on backorder. Now I'm waiting for a supervisor to get on line.like dam,you git the right person that I will tell you.a supervisor not available but he comes back and says 2 weeks from now I should a tracking number 2 weeks from now. And I spoke to francis. And then they want 3 quick questions,no I didn't resolve my problem, no I wouldn't hire the representative,he hasn't been properly trained to know what he doing! So I'm gonna wait 2 weeks to see what happens.and then knowing me probably not
Update: the camera is on it's way,I have a tracking number,should receive it Saturday August 10,2024 and I received a phone call and email correspondence from a supervisor,I appreciate the acknowledgement of my voiced concerns and I thank you,now let's get this system hooked up and see how it does.?
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August 2024 by jim k
When I ordered the Cove system I was told it was compatible with 5g. When I called Cove Technician for assistance I was told it needs 2g. I have 5g in my home and do not want to have to buy another system when 2g goes down for good. I called and had my original service
Reconnected. When I called Cove for shipping table yo return products, I was again told Cove system works on 5g. You need to get technicians and customer service on same page. If indeed Cove works on 5g, you lost a customer because the technician was adamant it did not work on 5g.
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August 2024 by Robert Agnew
I recently installed the Cove security system and found it easy to set up. The discount for military and first responders was a nice touch. Customer service has been helpful whenever I've needed assistance. The app has some convenient features, but it's not very easy to use and lacks options like adjusting the time delay.
On the downside, adding new devices, aside from the original sensors, was difficult and confusing. I had to call customer service for help. The website also makes it hard to buy additional products. Whenever I try to order extra cameras or sensors, it forces me to build a new system, and I can't remove items from the cart. The monitoring cost is higher than other systems I looked at, and compatible devices from Eufy are much more expensive than other DIY alarm systems. I also wish they included window stickers with the yard signs to warn people in other areas of my home.
Overall, I'd rate my experience with Cove as "fair." I hope it gets better over time.
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August 2024 by Martin Perrin
The Best DYI Alarm System that I have seen or used, from price to install it’s been a great experience and decision would definitely recommend
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August 2024 by Janie Lauber
I called because I needed a COVE- Smart security certificate to give to my insurance company. The Cove representative was so helpful and quick in sending me exactly what I needed.
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August 2024 by Amy Neely (Amy Lynn)
I order the cove security system and got my order yesterday, only to find out the 2 main cameras are on back order for a month! Not starting out to good with me. I made sure my system would be here for my new place we move into this weekend and I have no cameras for my system. Paid all that money and now on hold bc of back ordered cameras!
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August 2024 by Nyresha Bender
I haven't been able to use the service since I got the system, they have the worst customer service. Not only does the language barrier become an issue but the lack of empathy and ability to resolve the problem is even worse. The 1st time I ordered I waited within the time-frame I was given to place the order. When that time was up I reached out because I hadn't received the system they then go to say something was wrong with my order it didn't go through in their system correctly and that they would need to cancel it and I'll have to wait a few days before I can replace my order. I was understanding I placed a new order I get the product and i was missing items like my indoor camera and doorbell, I installed what I did have and it wouldn't work. I was on with customer service for about an hour the problem still never was resolved. It became very frustrating and I tried again a few days later this time I'm on the phone for 45 mins and still the problem isn't resolved. I told them I wanted to cancel, well there retention dept (only who can cancel your acct) is closed after 6pm. I then called again on a different date before 6pm and hit the #4 for cancel service stayed on the phone for 35mins constantly hearing that I'll be connected with the next available agent. I even reached out via chat to cancel my service who states I can only cancel via phone but that retention is only available mon-fri. Something their automated system should have states instead of keeping me on hold for 35 mins.
Update: I called to cancel my service, they make it extremely hard I had to ask to have my account closed 12 times this call took 16 minutes for the agent to finally cancel it.
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August 2024 by Genevieve Sophia
Overall, I really enjoyed my time using cove- I was a customer for 2.5 years and always felt safe. However, recently I moved in with my partner and tried to cancel my cove security. They made it SO HARD!!!! I called upwards of 7 times to be told oh well lower your payment, oh there isn’t another company out there, and this and that. I ended up having to firmly tell someone to please cancel as this is causing unnecessary distress. I get it, really I do, capitalism and all. But it should be as simple to cancel as it is to join. Wouldn’t recommend joining if you don’t plan on keeping for years .
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August 2024 by Stephanie Cortes
Very poor communication after placing the order. You receive no updates on your order, shipping, tracking, nothing. It seems like once they have your money you’re forgotten about. We will give the system a try but this isn't a very good start.
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August 2024 by Larry Dyer
Super easy setup with good instructions for DIY'ers. Customer service was very professional. So far a pretty good deal for home security
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August 2024 by Debra Miller
So far, so good. Set up was easy and technical assistance was great. We really haven't used it much yet, so I'll have to update on usage another time.
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August 2024 by Timothy Hannan
Buyers beware. They make it really hard to cancel. You cannot cancel online or via chat and when you call they give you a hard time then inform you need to give 30 days verbal notice. This is not documented on their cancellation help page but rather it’s buried at the end of the small print Terms & Conditions.
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August 2024 by Rondavu Company
Very disappointed with the Cove process of shipping out an incomplete security system order. My order was missing all the cameras doorbell, outdoor, and indoor. I was never informed these items were missing before being shipped to my residence. I would have instructed Cove to hold the entire order until every item was available and ready for installation. I have already paid for these cameras but they're on backorder from what I've been told several times with no update. I've talked to 3 representatives/2 managers and no one of them could provide an update. There's no corporate office to raise this issue because I was told by the managers that the only number that exists that handle these issues was the single number listed. SINGLE POINT OF FAILURE AND THEY HAVE FAILED ME AS A COMPANY. UNACCEPTABLE CUSTOMER SERVICE, SATISFACTION, AND RESOLUTION!!!
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August 2024 by Joseph Rajewski
Cove SECURITY system has been in my home for years no problem. Great service and call promptly when alarm goes off I just ordered the new Cove system with the cameras, remote and medical ID sensors door sensors. Everything can’t wait to get it to install the new system it’s was time for an upgrade.
