Reviews

Review Details

• Review fromHeather W

  Date: 04/20/2024

  1 star
  I had an account through Cove that I canceled and paid in full on October 24,2023. On March 21,2024 , they took a payment of $27.95 out of my account without reason. I called and they apologized,called it a glitch in their system, and returned the money to my bank account. At that time the assured me that they had deleted my payment info and it would not happen again. Today, April 20, 2024 they have charged me $34.99 on a completely closed account. They once again said it was taken care of and will not happen again. This company is nor trustworthy and they do not care about the former customers they are stealing from.
  

  Cove Smart, LLC

  Date: 04/26/2024

  *******, we are sorry to hear that your cancellation experience less than satisfactory for you. Your account has been successfully cancelled, and we wish you all the best in your future endeavors.

• Review fromLynn W

  Date: 04/13/2024

  1 star
  From the beginning dealing with cove was a nightmare. I wasn't given any choice of plans, but only offered the most expensive plan. The camera I ordered was not sent, but had to be reordered by me. The equipment I was sent was cheaply made. I had to call enumerable times for help installing the equipment and had to deal with customer service people who couldn't understand English who knew little about their own technology. After too many hours of contacting them, I put everything in a box and mailed it back to them. It wasn't until I went online I found out I could have gotten installation, but that was never offered to me as an option. If my money isn't refunded after the return of their equipment, I will file a complaint with the Better Business Bureau.
  

  Cove Smart, LLC

  Date: 04/17/2024

  ****, we are sorry to hear that our equipment was less than satisfactory for you. As a company we are always seeking improvement, and we appreciate the insights you provided. Your account has been successfully cancelled, and we wish you all the best in your future endeavors.

• Review fromReneé R

  Date: 04/02/2024

  1 star
  0/5 stars. Worst company ever. I did the monthly plan that notified the police for a while but then we downgraded to the self protect plan that was $10 per month. The second we downgraded, our system started malfunctioning. They said it was because our system was out of date. They said they needed to send a new SD card. That was 6 months ago. I waited for the card for a few months then called back to ask where it was. They said they forgot to send it and would send a new one. I got a confirmation email saying it was sent out. I have still yet to receive it. Called back today and they said they cant send it until I upgrade my account. I promptly cancelled because they straight up lied to me for 6 months saying they sent the new SD card when they never did! Im furious that they took 6 months of my money for a system that kept malfunctioning and they kept lying to me about sending the new SD card! Would never recommend this company. **************** is trash.
  

  Cove Smart, LLC

  Date: 04/17/2024

  *****, we understand your concerns, and we appreciate your feedback. Your account has been successfully canceled.
  We are committed to improving our processes and appreciate your business. Thank you for choosing our service, and we wish you all the best in your future endeavors.
  
  

• Review fromCameron P

  Date: 03/29/2024

  5 stars
  I recently installed my home security system from Cove and from day one I fell in love with it! First, it was extremely easy to install and set up. Customer support has been great, I did have a issue getting them to add a door code that the monitoring company can see and pass along to the first responders if the front door is locked and unable to be opened. I have had it in operation for a week now, the connection has never dropped, sensors have never disconnected. I hope that Z-Wave will be intergrated into their system very soon as that would make complete home control / monitoring extremely easy. I 100% recommend Cove!
  

  Cove Smart, LLC

  Date: 04/17/2024

  Hi *******, we love hearing that you are enjoying your Cove system. Thank you for the kind words and the great review! 

• Review fromStefanie G

  Date: 03/18/2024

  1 star
  0 out of 0 stars. This product is dreadful - issues arise the moment you open the box and attempt installation. The touch screen failed to function right out of the box, requiring an additional 2 weeks to resolve. Even after over a month, I'm still awaiting parts, and my alarm incessantly goes off without cause. To exacerbate matters, the system erroneously indicated fire detector alerts, despite my never purchasing such detectors. It took multiple calls to customer service, none of whom could offer a satisfactory explanation. Hours of frustration ensued. Cancelling proved to be a prolonged ordeal, met with resistance from the company. Eventually, after returning the product, I faced further frustration as they couldn't provide a clear timeline for crediting my account. One representative even claimed they had no supervisors to escalate the matter to. After multiple calls, I finally managed to speak to someone who initiated the refund during the call. This entire experience was needlessly stressful.

• Review fromBriana W

  Date: 02/22/2024

  1 star
  I just got off a 1hr 45min call for cancellation. It shouldnt have taken so long. There is no reason to pry so many times about the WHY. I said straight away, I could not afford it. I called before and after waiting 30+ min I could not be on the phone any longer so this time I stuck to it and 1hr 45min to tell me they could pause my membership and only if I reactivate is when I have to pay my 1 day past due balance PLUS an extra cancellation cost. This doesnt sound like the hassle free no worry cancellation that is plastered all over the website with bo direct links to the fine print of 30 notice for cancellation. Im calling my card company ahead of time because based on the agreement I should not be seeing any charges unless I reactivate and I have a feeling based on reviews here theyll try to charge anyways. Customers be warned.

• Review fromKym D

  Date: 02/08/2024

  1 star
  This company was fine and dandy until I moved and asked to cancel my account. I called and cancelled my account FOUR times over five months and kept receiving missed payment emails unexpectedly when I thought it was taken care of. I was lied to by multiple representatives that my account was cancelled when it was not. Every single one of my calls was purposely mishandled, including the final call where my account was finally cancelled but the representative left an unjust charge on my account. This company is awful, a waste of time, and should be compensating me for all of my time wasted speaking to dishonest and despicable employees. I demanded a supervisor every time, and every time I was told that there was ***** they could transfer me to, which I believe was also a lie. The behavior of this company is disgusting and I am very unhappy. Either these practices are their policy, or they treat their employees so horribly that they are scared to do the right thing. Either way, I do not recommend this company to anybody. I started trying to cancel my account in September (my contract was up in March) and it is just now finally cancelled in February. I even had an employee send me a garbage blank note from her personal email so l would know it is cancelled. What a joke. Run as fast as you can, and try SimpliSafe instead.

• Review fromShahab S

  Date: 12/13/2023

  1 star
  I placed an order on November 25, 2023 for a security system. I decided to cancel it the next day on November 26, 2023 before it had even shipped which was well within the 60 day refund policy. Keep in mind this order was placed on a Saturday and not even processed when I cancelled it on the next day which was a Sunday. They had already charged my credit card for $360.50 but said they would refund it withing a few business days. As of December 13 there was still no refund so I called back again. Once again they made up another lame excuse about and that it would take another 10 business days for the credit to show up. As of today I still haven't received the money paid for an order that was never shipped. These guys are thiefs. Don't trust them with your business!
  

  Cove Smart, LLC

  Date: 12/15/2023

  ******, 

  We sincerely apologize for the inconvenience you've experienced. This falls short of our commitment to providing excellent service. Rest assured, we're taking immediate action to investigate and issue your refund. Additionally, we will send you more information via email to ensure you've received your refund. We understand the frustration this has caused, and we appreciate your patience as we work to resolve this matter promptly. 

• Review fromDan O

  Date: 11/01/2023

  1 star
  Company is all talk. For a couple of months, the video stopped working. Calls to their reps resulted in their admission that they have issues in getting those devices to work. Rep offered a refund for the time I didnt get video- no refund was issued.
  

  Cove Smart, LLC

  Date: 11/07/2023

  ***, we're sorry to hear about your experience. We encountered an issue that affected some customers, and we worked diligently to resolve it as quickly as possible. Our support team reached out to rectify the situation, and we're glad to know that your cameras are now working. Thank you for your patience during this time!

• Review fromDavid P

  Date: 10/26/2023

  1 star
  **************** is dismal. I had the service for 3 years and never really trusted the security or cameras. Anytime the alarm would go off, never received a phone call, only texts and emails. Cameras did not work properly. Each time I called, the reps were very friendly but I could tell they were not local or could ever help in an emergency. The pricing is great, but when you leave your home and still don't feel protected, it's not a good feeling. Before I canceled I could not see any cameras on their app, so I felt unprotected for 3 weeks. When I called, they confirmed this has been an issue with many customers but had no idea when the issue would be resolved. ****** learned for paying $10 a month less than competitors.
  

  Cove Smart, LLC

  Date: 11/07/2023

  *****, we appreciate your feedback and apologize for the experiences you've had. It's important to us that our customers feel secure, and we're sorry to hear that you didn't have that experience. We had a manager reach out to address your concerns. If you ever consider giving us another chance, we'd love to assist you further.