Cove Reviews

Control panel and App are also much easier to use and we can install, disable or modify sensors-for example we disabled freeze monitoring on a smoke/temp sensor in an unheated attic area that kept setting the alarm off. Control panel has some bugs, but system has been in for 6 weeks and is performing properly. Self installed with minimal issues, although Cove was having website problems, and the App required a few account resets from Cove. Flood sensors were back-ordered but arrived when predicted. Generally pleased with results and very pleased with savings.

Original Review: March 15, 2023

We switched over to Cove from ADT about 45 days ago. It has not been a good experience. The installation was at times a bit rough, creating several calls to tech support to figure out. The video of the 7 yr old putting the system in on the promo video...well that didn't happen with my system. The overlapping signals were a problem from start to finish.

Once installed the system worked....kind of. The issues with the system come in using the Covesmart app. It is a disaster. If you have to rely on remoting into the system the Cove system will disappoint you. WORST part is you will have no idea WHEN the app will disappoint you. It's a flip of the coin every time. You simply can not count on the app to work, because 3/4 of the times it does not. The ritual is to find the system does not recognize your credentials thus setting off a series of events you have to perform to re-establish remote access.

1- Call cove customer service. 2- Wait online for someone to answer. 3- Go through your security clearance. 4- Explain the situation for the 30th time. 5- Listen to them tell you you need to set up a pin number which you have already done 30x. 6- They say sorry and you go through the setup process again. 7- In a few minutes they send you a link to follow. 8- You delete the app you downloaded yesterday and click their link to reinstall the 'new app'. 9- You do this for each person that has access to the system. 10- 30 mins later you find you can turn the security system on and off remotely! 11- Next day... you do step 1 thru 10 once again, as your app says you do not have credentials to access the panel.

Customer service is the same call center experience that is typical with other companies. Philippine-based. English is OK and they are nice but there is a but... if they say they will call you back in 5-10 mins...it just doesn't happen. Cove does not give a means to contact the company locally in the US so you are forced to transact with the call center. When I get a local phone number for Cove in Utah I will publish it for others to not have the same horrific experience we are having.

Overall -- I would NOT buy this system again. There are just too many choices out there to secure your home. The app should not even be offered. Accessing your Covesmart Portal on a computer is equally frustrating as it will say you do not have credentials. The in-home physical pieces of the security system work... the app and portal are the problem. AND they have proven to be major problems. I'd pass on Cove until they go their act together and their 'system' functioned as a reliable system'.

So the next step is to replace the head unit, which was placed 4 months ago and now on indefinite backlog. And since I am beyond the 6 months warranty period, the company won’t refund the 400 dollars of equipment that I bought and now useless. Irrespective of what you read about this company, they are frauds, absolutely don’t stand by their customers and employ powerless support agents who are not empowered to do anything to address customer issues beyond basic issues. Buyers beware!

The Bad: The company is cheap for a reason. Equipment for this company is sub-par. Before my 60 day trial was up I faced several issues with multiple sensors failing. Turns out most of the sensors are shipped with cheap lithium batteries. I had to replace most of the batteries on most sensors due to the panel not communicating with most sensors. This should have been a sign to dump the company within the trial period but within 60 days they'll let you submit receipts for reimbursement for any equipment that's paid for out of pocket like batteries or adhesive tape for the sensor (which the tape failed on multiple sensors which triggers alarms when they fall). Good luck if anything happens after your trial period.

I was told any batteries I replace is my own expense. Also, I've been told my sensors don't communicate with my panel because my panel may be far away? This is false because I've had sensors lose communication within 2 feet of the panel. And, if you're in a large house there's no way your panel will be near all your sensors it should just work.

The Ugly: The low cost for this company is for a reason the equipment is cheap junk. Don't bother with their Yi outdoor cameras. They detect absolutely nothing. We decided to buy security cameras from a reputable brands and replace the cove cameras. We now self monitor our outdoor cameras which sort of defeats the point of paying for monitoring. The Cove app for Android is garbage. The app is honestly useless. Seldom can you use it to do anything functional. Don't bother using it if you need to arm and disarm your panel. It doesn't work. Cove promised Google integration which apparently customer service says "they're working on it". Check reviews on Google play store and you'll see countless complaints. Whether this is true or not they do not have Google integration.

My guess is Google will not integrate with a company that has faulty equipment which may lead Google open to lawsuits for security risk by integration with equipment that doesn't work. I paid for two key fobs that just stopped working. Even after batteries were changed. Good luck disarming your alarm when you're spooked out of your sleep for a false alarm that you cannot disable from the Cove app or key fob. Panel is pretty but it's trash. I've had multiple communication errors from the panel. I've had the panel freeze upon trying to disarm an alarm. The panel gives multiple power disconnects messages when it's plugged in and supposedly has a backup battery.

Customer service is less helpful after 60 days. Friendly but mostly useless as they cannot fix most issues and you now own junk equipment. I have had police dispatched to my house for false alarms more than I can count. It feels like the boy who cried wolf at this point. Hopefully they're still quick to respond should something actually occur. I would not recommend this company to anyone. Perhaps this is a growing pain for a new company but if you're serious about protecting your home and family go elsewhere. There are too many other choices from established companies to go with Cove. I wish it was better but it's not. I will be cancelling and going elsewhere. I value my home and family too much to trust them with Cove for protection.