Cove Home Security - Draper, Utah

David W. I.

I’m a real person not a paid add.

If you’re on the fence about this system. I’ll tell you if it didn’t come with that money back trial period I probably wouldn’t have bought it, but I did and my whole family loves it. When we go out of town we don’t have to worry about our house at all. You won’t regret.

Surprisingly, good customer service and great price point. I’ve got triggers on every door, all my sheds and the range on the range is outstanding. I have a detached garage which is a good car lengths away from my house and the cameras and triggers on the garage work flawlessly.

Taffarie H.

I recently had the pleasure of interacting with a customer service representative from COVE, and I must say, the experience was outstanding! The representative was incredibly knowledgeable, patient, and took the time to address all of my questions thoroughly. They made me feel valued and appreciated as a customer. Their prompt responses and willingness to help exceeded my expectations. I highly recommend COVE for their excellent customer service! Five stars without a doubt! ⭐⭐⭐⭐⭐

Tanaka J.

I was prepared to stop using COVE security. The actual package was not expensive. But I had issues connecting all the different door and motion sensors (not to mention that one never worked upon receiving them). I went through so many emails with a different person each time! Mind boggling! Also, I consider myself somewhat tech savvy. Well I finally got a real live person she was so passionate about the customer service experience that she went above and beyond. I appreciate the fact that she took the time to walk me through set up and assured me that I will be able to connect with her anytime. This was the best customer service I’ve had since the 80’s. Kudos to you Julie. Thank you so much!

Matthew L.

I ordered a system from Cove for my house in Wyoming while I was living in Virginia. I asked them not to start the monitoring until I had a chance to set up the system. They started the monthly monitoring fee immediately. I contacted them via email to ask that they suspend the monitoring until I had a chance to set up the system. Shame on me for not paying closer attention, as they just kept charging me even though I had never had a chance to set up the system. They were charging a credit card that was no longer active, so now they tell me I owe over $300. The billing department offered to reduce that to 1 month's monitoring ($29.99) but I said no as I had already paid them multiple months of monitoring for a system that is not set up. So she transferred me to the cancellation department, who did finally cancel my account, but said I still owe them the balance due of over $300. They said I can call back and WHEN I AM READY TO REACTIVATE, they can work with me on the balance due. Why would I want to reactivate with a company that operates in this manner?

UPDATE: Cove did reach out after reading this review and provided me with a refund of the balance due. Still not excited that it took all this to get it, but better than nothing!

James R.

Phenomenal customer service! The team goes above and beyond to resolve any issue and always finds a solution. I’m thrilled about the upcoming launch of their updated equipment and can’t wait to try it out. They offer everything you could ask for—quality products at a reasonable price. Highly recommend!

David

This is a top notch company. Technical support was super helpful.tonight cannot say enough about the the job they do. Jean was the technical support representative I dealt with and walk me through everything. My camera system had to be setup on a different app and she did a fantastic job and also assisted me on another issue. So another great experience, thank you Jean and Cove.

Matt D.

Hands down one of the worst customer service experiences I have ever had. We’ve had issues with our system as ordered since it arrived. There were no extra pieces of equipment to add but the system would not work in the condition it arrived. One touchpad has refused to connect and thus creates a fault. The hub will continuously beep and must be kept closed in the downstairs office with the door closed. Customer service has been contacted by message and phone, each time disconnected when the issue of a replacement touchpad was pushed. Technical support attempted to “help” by having me press the reset on the hub and touchpad back and forth for nearly 30 minutes. The moment I mentioned a replacement they disconnected. Cove offers a “callback feature” after waiting extended times. Perhaps there is a call back that day, or perhaps not. Not much has been asked of this company except to provide working equipment. They may have a contract with their equipment, but consumer protection laws do state that both sides of the contract must be upheld. As I sit here on hold for 40 minutes and counting, I will be making contact one last time, but with a request to return the equipment and be released from the contract. If this cannot be seen as a fair request at this point the Attorney General’s office will be the next point of contact. It would have been much easier to have simply provided some level of customer service and replace the faulty device.

Harry N.

So far it’s been good. I had a couple problems with installation, but the tech support was able to analyze and resolve them. The fire detectors were a bit temperamental and a problem with one sensor showing it was weak, but the tech reviewed my system and let me know the strength of signal for the sensor and also how to resolve the issues with the fire detectors. The camera worked great and I have good field of vision.

The glass shatter detector needs to have better placement information and the operator that called me when my system went up forgot to give me pertinent information for logging into Cove Connect App. I found it takes much longer to install 12 sensors, 3 cameras, 3 motion detectors and a glass shatter detector than the suggested 1/2 hour. Add extra time if you already have sensors and equipment already that needs to be removed. If you don’t like the old adhesive then getting it off takes a healthy bit longer.

All in all it’s wasn’t too difficult, but much more time consuming, probably because I cleaned the old away and took my time naming sensors and such. After the learning curve was over installation moved along. Waiting on the phone for the techs was long during the day, but much faster late night.