Reviews

Review Details

• Review fromRyne A

  Date: 06/15/2022

  1 star

  Ryne A

  Date: 06/15/2022

  Our security system will not respect our scheduling in the morning and automatically disarm. We have used it for months with auto-disarm set for 7AM central, our local time. Suddenly it refused to disarm automatically, and due to this we have had to deal with frustrated law enforcement, as well as an unhappy baby that has been rudely woken up every single time it has gone off. At this point, it's sitting idle in our house, wasting the power it pulls from the wall because we simply do not have any faith in the system to work correctly and keep us safe.My wife has spent hours on the phone with their support staff to no avail. She has tried to get support for this issue on at least four different occassions. Their call center support specialists all give us the same canned solutions, regardless of how many times we tell them that they've been done before and simply do not work. Given their advertisement heavily stresses the convenience and technological innovation their platform offers, it cannot do something as simple as disarm at the correct time. If you're expecting a high-tech, modern platform with all the bells and whistles that are mentioned in the marketing copy, look elsewhere. Their recorded on-hold messaging states people are their priority and they value their customer's time and we quite simply have not seen this to be the case.
  

  Cove Smart, LLC

  Date: 06/17/2022

  Hello Ryne, Thank you for sharing your experience with us. We are sincerely sorry for the issues you've encountered with your equipment. We understand the frustration of not being able to set up routines, and we are saddened to hear we didn't make things as easy as we could have. To assist you better, please, send your contact information to ********************************** or give us a call at ************. We kindly appreciate it

• Review fromCharles B

  Date: 06/15/2022

  2 stars

  Charles B

  Date: 06/15/2022

  Unreliable cameras (note: wifi is 150+ mbps), and the CX is terrible should one need anything. Personal anecdote: 1 of my 2 alarms sounded off for ** (which I was initially thankful for); however, fire ***** came, no trace amounts discoverable, chatted support rep unsuccessfully, and then rang to ask for a replacement device to control for a possible hardware issue. Cove insisted we "turn it off and on again" for a possible software issue (note: it's the hardware I'm not trusting and that's not being tested in this "experiment"), with instructions to monitor for possible subsequent alarm next 24 hours. I finally get them to agree to send me a replacement device to ensure it's not faulty hardware, and they ultimately send me a scuffed-up used one that's already had its battery tag pulled... In summary: the support team isn't in the US, they lack ability to assist and must follow protocol even if nonsensical, rep told me they were essentially afraid to interrupt a meeting of the managers out of fear of being reprimanded/punished (I empathize with cultural differences...), so I was initially told I'm S.O.L. After pushing, ultimately received a used/scuffed replacement. Still don't trust the cheap hardware. In hindsight: I wish I'd've gone with a competitor, even if slightly more expensive.
  

  Cove Smart, LLC

  Date: 06/15/2022

  Hello ********,We appreciate that you took the time to tell us about your experience and provide this feedback. We apologize for the experience you had with the CO detector. We would like to do anything that we can to make things right. We will have a supervisor reach out to further discuss your concerns.

• Review fromCathy S.

  Date: 06/14/2022

  1 star

  Cathy S.

  Date: 06/14/2022

  I bought a cove security system two years ago . Anyway I was having problems with my pad. So I called them and told them . They said they would send another one . It never came . I called them and they said my system was fine . Well a few months went by and my pad messed up again . I called them and they said I would have another pad( screen ) for my cove security. Well it has been a week and I dont have any security. Im so mad . I thought the customer is always right & comes first .
  

  Cove Smart, LLC

  Date: 06/15/2022

  *****,Thank you for taking the time to let us know about your experience. We are really sad to hear you've been having issues with your panel and that you're still waiting for a replacement. We are sorry for that! We will like to make things right for you. We will have a supervisor reach out to take care of all your concerns.

• Review fromSue U

  Date: 06/02/2022

  1 star

  Sue U

  Date: 06/02/2022

  Avoid this company at all costs. My cove system has never really worked. The outdoor cameras had issues from the start and customer support said they weren't supposed to get wet. This is listed nowhere in the product materials. Furthermore, what type of outdoor cameras can't get wet. Why are they selling in *******, if they don't have cameras that work in the rain. After we finally get the cameras to sort of work, the alarm panel goes out. We waited weeks and weeks for the replacement alarm panel. They said they didn't have any, but they are still selling new ************. We've spent months trying to get this resolved and hours on the phone. No one at the company can get the two new alarm panels they sent to register or hook up to their own network. The step they can only do, they can't do. It's been elevated to the top tier of support and they still can't resolve the issue. Now they are blaming the issues on us not being available. Absolutely unacceptable.
  

  Cove Smart, LLC

  Date: 06/06/2022

  ***, Thank you for sharing your experience with us. We are sincerely sorry for the issues you've encountered with your equipment. We are saddened to hear we didn't make things as easy as we could have. To assist you better, please, send your contact information to ********************************** or give us a call at ************. We kindly appreciate it.