Reviews

Review Details

• Review fromShahab S

  Date: 12/13/2023

  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

  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

  **************** 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.

• Review fromJustin G

  Date: 10/16/2023

  Claims no contracts but then requires a 30 day cancellation notice. If its legally binding like they claim it is, then that sure sounds like a contract to me. Service was great and had no problems leading up to trying to cancel the service, which also requires you to speak with a physical person rather than being able to cancel online (where you were able to play your entire order without talking to anyone). Then they ask several questions on why you want to cancel. Just let me cancel my service.
  

  Cove Smart, LLC

  Date: 10/24/2023

  ******, thank you for sharing your feedback regarding your recent account cancellation experience. We apologize for any frustration caused by the 30-day cancellation notice requirement and the need to speak with a representative during the process, which is part of our terms and conditions section 24. b.
  We understand your concerns, and we appreciate your feedback. We had a supervisor reach out, and 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 fromAPRIL B

  Date: 10/12/2023

  Our panel died a month ago and after contacting **************** repeated times, we still have no replacement panel. They advertise all over the internet, but can not even support their existing customers. They reply to emails late, and even calling, you get the same story. "You will get a tracking number once the item ships". They did offer a month free, unbelievable. We have valuable property unprotected and they offer $25 off. Don't use them!!! Find a local reputable security system!!
  

  Cove Smart, LLC

  Date: 10/30/2023

  April, we sincerely apologize for the inconvenience you've encountered. Thank you for bringing this to our attention. We had one of our supervisors reach out. We are glad we've been able to address your concerns and are grateful for the opportunity we have to serve you.
  

• Review fromThomas F

  Date: 10/06/2023

  All I can say is HORRIBLE!!! I had to pay for an upgrade after being a legacy customer for many years. I received no emails and very poor assistance on the phone. This company seems to not be able to effectively run is business on its current model. This is clearly why people use ADP and SimplySafe. DO NOT SIGN UP FOR THIS ALARM COMPANY!

• Review fromTyson S

  Date: 09/19/2023

  One of the few times I tried to set the alarm remotely it wouldn't arm from my phone. I called tech support and they told me I'd need to be home to fix it, which defeats the purpose of arming the system remotely. They would not offer a credit for that month. I tried to cancel when I moved into a rental in ****. I had three or so reps ***** me individually asking my reason for canceling, but never canceled my service. Cove has been charging me for a service I haven't been using for four months. They are now telling me the reason service wasn't canceled in **** is because I have an equipment balance of $331. I have an ***** from when I started service that reads I don't pay any equipment charges if I use their monitoring service for 36 months, which I did. Underhanded.
  

  Cove Smart, LLC

  Date: 09/21/2023

  *****, we sincerely apologize for the inconvenience you've encountered. Your feedback is valuable to us, and we are committed to resolving any issues you've experienced. One of our supervisors has been trying to reach out to you to ensure a prompt resolution and will continue to follow up. Thank you for bringing this to our attention.

• Review fromAlicia D

  Date: 09/01/2023

  This company is a scam, they have taken money from me for months knowing there was an issue with their security panel. I trusted and relied on the security system they provided and it failed me multiple times. This was about keeping myself and family safe and it hasnt proved to do that as I have had issues from the very beginning. I wanted my money back and to cancel but they refused unless I paid 166 equipment fee that I want returned as it doesnt work. I have paid over $576 for them to not let me cancel nor return the equipment. This leaves such a bad taste in my mouth, they only responded with trying to upgrade me since they said the panel only works on a ******* network and they have a better version out now. I have emails and chats from my issues and their responses. I just want my money back and a return label to return this faulty equipment and have this totally cancelled. Horrible horrible company for taking advantage.

• Review fromHolly W

  Date: 07/10/2023

  The equipment isnt bad, but **************** is abhorrent! I got stuck on hold for a total of 45 minutes over two phone call conversations, and ended the last call with no resolve. Calling tomorrow and will hopefully be able to speak with someone who understands the issue Im having.
  

  Cove Smart, LLC

  Date: 07/12/2023

  Hi *****! We are saddened to hear about your negative experience. We had a manager called out, but they couldn't find you. We would love to assist you in resolving your concerns. Please reply to the email we sent so that we can further assist you. Thank you for bringing this matter to our attention. We are committed to making things right for you.

• Review fromMarie R

  Date: 07/01/2023

  The exact same scenario with us as the complaint below from **********
  

  Cove Smart, LLC

  Date: 07/05/2023

  *****, we sincerely apologize for the difficulties you've faced in canceling your account. We understand the importance of providing a smooth and hassle-free cancellation process. We would like to get ahold of you and make sure to address all your concerns. Thank you for your patience, and we look forward to speaking with you soon.