Cove

Solved my issue quickly and…

Solved my issue quickly and professionally

Alfie was amazing and went above and…

Alfie was amazing and went above and beyond to help us and get us back and running!

Worst. Customer. Service. Ever.

Worst. Customer. Service. Ever. I referred my mother to cove over 5 months ago. We were both promised a $75 gift card within 2 months. That never happened. I e-mailed customer service over 2 months ago. They kept telling me they'd look into it. Then I e-mailed them about a failing sensor, and wanting to purchase an additional sensor. After about a moth of e-mails back and forth (since they often took 2-3 days to respond), they ghosted me for now over a month and a half. Per California law, if I signed up online, I am able to cancel online. Not according to Cove. They told me to call a 800 number, and they could assist me 24x7. I called the number. I pressed the Cancel option. "Goodbye". Tried again - "Goodbye",. Went back to chat. Chat now says the account cancellation team closed an hour ago. So why not SAY that instead of just hanging up? So called again today. And was charged today for service, and was told they have a 30 day cancellation period, so not only am I charged today, but I'll be charged again in 30 more days. Do NOT give Cove your business. This is borderline criminal.

Mark is so helpful and all my concern…

Mark is so helpful and all my concern were addressed properly, awesome job Mark!

Fast responses with alarms and helpful…

Fast responses with alarms and helpful customer service.

COVE is a ripoff and possibly a scam as well.

COVE initially started out good, but over a short period of time some things happened.... 1. Their price kept steadily increasing to where it's much higher than I initially signed on for. 2. Their system deteriorated badly. Their initial COVE app was a totally sluggish mess, taking way too long to connect to their cameras when seconds counted. Then came the worst part... they deleted their COVE app and went with an app from KAMI, and that app won't let you access your cameras directly until you jump past video game introductions, then work around endless solicitations for you to pay KAMI to access your cameras, when you are already paying COVE to access your cameras! When I asked COVE about this, their reply was to "pay the KAMI app" to access the cameras that I used to access under COVE's fee, meaning that I would have to pay COVE and KAMI BOTH to get the functionality I signed up for with COVE! That's financial "bait and switch" for sure, and "double jeopardy" on paying for system access. So now I have 7 cameras that I would have to pay COVE AND the KAMI app in order to view/access/review recordings, and also 2 motion detectors, 3 fire/smoke/monoxide sensors, and 5 door sensors that are essentially trapped in the COVE system with the cameras, meaning that if I cancel COVE I lose functionality of everything and the equipment investment is just lost to the trash. Speaking of equipment, they credit you $5/month from your monitoring fee toward "equipment purchases", which was nice... until recently. I used "equipment credit" in the past to order cameras, a doorbell camera (which runs on yet a separate EUFY app), etc. Recently, when I went looking to use my "equipment credit" to buy more cameras, I found that cameras were no longer available online to purchase with my "equipment credits". What is available is smoke/monoxide sensors, window break sensors, and other small items not on my "want/need" list. ADDITIONALLY (and this is also an IMPORTANT new development), if you have $130 in "equipment credits" and want to buy a $25 sensor, the ENTIRE VALUE of your "equipment credit" is applied to your purchase, meaning you get your $25 sensor/shipping at "no charge" courtesy of your "equipment credit", but you also "lose" your remaining $105 in "equipment credit"!! So, concerning "equipment credit orders", you have to "USE IT ALL OR LOSE IT ALL". So, another "benefit" that's been changed to "useless to me (no cameras to buy)" and "a trap" to those who don't read the fine print before using their "equipment credit". I wish I had never heard of COVE. I was lured in with the "easy installation" thing, but in the end I got terribly screwed, and they offer no recourse other than to spend more money. This has been one of the worst decisions in my recent personal history. I feel totally scammed, and I tell everyone I know to "pick any alarm company you like, but not COVE. It's been a horrible disappointment and total waste of money." I can't wait to find a way out of this mess and this company called COVE. UPDATE: I decided to cancel COVE. When I called their cancellation linke, their rep tried to tell me that when you cancel COVE, they charge you for one more month of service, even after cancellation. I told them firmly that they would not do that, and if they tried, the charge would be immediately disputed and I would report them to the authorities. The COVE rep apparently did not like my firm position and tone because, after eventually agreeing to my "no more charges" statement, she hung up half-way through her exit greeting. By the way, the COVE web site, even when you have an account with them, does not have a function where you can change or delete your payment information to prevent them from attempting to charge you after cancellation. Isn't that interesting..... I'm telling you, folks, stay away from these people at COVE. There was one bright light at COVE: "Lyn", the final one of several customer service reps I've spoken with at COVE. Unlike the others, Lyn was very patient, kind, professional, honest, and sincerely tried to help the situation. Unfortunately, Lyn was limited by COVE policies concerning what she could do to rectify the situations COVE has created. Lyn is a great person working for a badly-run company. I wanted to give Lyn all due credit for efforts rendered, but I still firmly admonish you all: "Stay away from COVE".

Mary Grace resolved my issue quickly on…

Mary Grace resolved my issue quickly on first contact

Mary at Cove support was VERY HELPFUL!!

Excellent turn around and superior customer service.

I had a challenging customer service issue regarding logging on and getting my App. Account set up. I used the chat feature and received an immediate response, from Mary Joy, who helped me work through the process and helped to solve the problem. Excellent turn around and customer service. Thank you.

Log in trouble

Joseph answered all of my questions and was very helpful.

Very helpful in a timely manner

The representatives at cove are great…

The representatives at cove are great and so helpful

Adrian was very attentive and…

Adrian was very attentive and resourceful.

Mark was very helpful and promptly…

Mark was very helpful and promptly solved the issue

Problem fixed

Coves associate Marky

Coves associate, Marky, is a PRIME EXAMPLE of what customer service is ALL about !!! He let me explain my issue completely before saying anything which is always a great sign of customer care. Marky asked all the right questions and his troubleshooting and end result was HIGHLY EVIDENT of his dedication to making COVE a successful product !!! PLEASE COMMEND HIM; as well as your whole service department !!! I had the security system installed on Monday , July 27 and have made many calls about learning the system…. EVERY call was a complete success…. EACH person I spoke to was FABULOUS !!! THANK YOU ALL SO MUCH !!! Enjoy Life ….Be Well !!! SALAMAT PO!!

Gerldine thank for your patience and…

Gerldine thank for your patience and for resolving my problem. She has a lot knowledge and did very fast. Thank you again.

I didn't have the good fortune to start…

I didn't have the good fortune to start this process with Michael but they say third times a charm and it most certainly was. When I tell you Michael and Maddie held my hand through the whole process would be putting it mildly and God knows I can be a pain in the butt.Nor once did they ignore my phone calls or make me feel stupid for some of the questions I asked they made me feel like I was family. I couldn't have asked for a better outcome they made everything so easy. Thank you Michael and Maddy and GOD BLESS

Thank you for the fast and convenient…

Thank you for the fast and convenient help navigating my touchpad alarm! I appreciate the kind and helpful way that Mary Joy handled my concerns today!

Terrible customer service!

Cove provides a good product and quality monitoring. However, their customer service is terrible, and their cancellation policy is ridiculous. You have been warned! If you choose to cancel, you can only do so via telephone during their normal business hours. And while they can bill your credit card in seconds, cancellation takes 30 days! Once you cancel, they will charge you for one additional month (apparently in their cancellation policy, amidst many pages of fine print). Honestly, most solid companies don't have to operate that way, because their customers are happy to pay them for their products and services. This just shows a real lack of customer care!!!