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Cove

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7.8

Overall Score

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Sean Oppermann Saginaw, MI

The panel I received has an intermittent issue where it loses power and the entire system goes offline. In this state the alarm becomes entirely useless. I called customer support for this issue a few weeks ago and they walked me through how to take apart and reset the panel. Now it did it again, and for another night my location was totally unsecured. Customer Support today again was insistent on us trying to reset the panel. They asked me 4 times to try it. I had to firmly refuse and insist on them sending out a panel that operated correctly. It's bad enough they sent me a faulty unit to start, but to try to get me to limp along with the clearly defective panel is totally unacceptable. They clearly are more concerned with selling a product than the actual security of your home/business. Update: 9-7-2022 After returning the faulty panel and getting a new one sent out from customer support, the new panel is having the same issue. It seems obvious to me at this point that these have a major issue with their AC Adaptor and its connection to the panel. If you get regular notifications about an "AC power failure", you are having the same issue. At some point the panel will likely lose power altogether and leave your home or business completely unprotected. Totally unacceptable design. Update: 10-26-2022 Now, not only is the AC adapter failing, but I've realized that the entire time I have had this replacement panel it hasn't been connected to the cellular network. Because there is no WIFI option with this system, that means my business was completely unprotected for months now. I called customer service, and while they agreed to refund equipment expenses, they only agreed to refund half of monitoring. I'm also being required to mail them their broken hardware again. I feel like they should be paying me an hourly wage to deal with all the problems I've had with their half-baked product. I was willing to pay any price for a security system that simply worked. This was clearly not it, and it took me a lot of headaches and troubleshooting to figure that out. If you can't trust it to work for even a majority of the time, you can't trust it to work ever. Spare yourself the experience I had and pick a different service.

1 year ago

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Reply from Cove

Sean, we are saddened to hear about your experience. We sincerely apologize for the many difficulties you have been through during the time you've had your system. We understand that as of now you already decided to cancel your account and receive a refund. We will have a manager reach out to take care of all your concerns. Thank you!

Oct. 27th, 2022

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Thelma Allen Perris, CA

The truth isn’t being told about the security system I purchased one a little over a year ago and started getting the communication failure message right away 3-4 times a day. What really got me was on 8/23/22 the system started going off every 10 minutes with a alert on my phone saying motion detected in the living room at 5:30 PM on 9/22/22. I tried everything to stop these alerts on my phone took the motion sensor down and removed the battery still alerts every 10 minutes. I then removed the sensors from the panel still did not stop it so at 5:00 am I call the number for customer service I was ask a few questions which they stated was wrong and was told they couldn’t help me I even ask if they could look up my purchase by my address. I brought the system that you self install I don’t pay a monthly fee but I still thought they would stand behind their product. I need to upgrade my system but it will not be with cove that’s for sure. Finally at 6:46 am on the 13 hours after the alerts started I was able to stop the alerts by reinstalling the living room sensors. Their customer service is just awful and uncaring I only found out about the problems with this system by complaints on the BBB were there is over 80 complaints.

1 year ago

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Reply from Cove

Hello Thelma,
Thank you for letting us know about your most recent experience. We are truly sorry for the way our support team handled the call while assisting you. We had a supervisor reach out to take care of these concerns. We are glad we could clarify how our system works when it's used as a self-monitoring system. We will make sure to provide training to our representatives for future interactions. We look forward to serving you.

Aug. 31st, 2022

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April Ruiz Las Vegas, NV

I am disabled and require a caregiver. My caregiver installed the system in February this year, 2022, and handled all the programming and set up the user profiles and everything. I have traumatic brain injuries and struggle with understanding and following the directions. On April 9 I fired my caregiver and asked her to move out immediately. My entire life got turned upside down after that. She hacked my security system. It took a cove employee 30 minutes and 5 resets to get me back into the app and he discovered a new user, ICYOU. Four days, 10 phone calls and an hour in the chat box is what it took to get past their "our system is highly unlikely to get hacked" or " our system is unable to be hacked" and actually get someone to help me. Then it took four emails to get them to send me the complete logs for my system because she had erased most of my logs. Every hour more and more disappeared and eventually so did the videos. They took so long to help that much of the evidence of her even ever being here was deleted. A lady named Zandra finally put in the time and effort to gather and send me the complete history from their system. I can say she was the only understanding and helpful employee I dealt with. However, the "investigation" was handled by a Grace C. She emailed me and stated, "This is Grace from Cove. I have contacted our backend team about your issue and they respond back. This was done from the IP, same device, same user, same everything. Everything originated from the users Master account. Contact creation, name changes, earlier user deletion - ALL by same user, same IP, same device. We take concerns of "hacking" very seriously. However, there is no evidence of that at all." I explained that what I had found out from a computer tech I know and that the one who did it resided with me. I also stated that it was extremely insulting that she thinks I would spend so much time and effort to stage a fake Incident like this. I also informed her that I have been working with local law enforcement who know this woman. Not a single person from Cove Security has responded to me since. Despite me being disabled, the involvement of a computer genius and local law enforcement who have figured out most of the incident, they decided I faked it and left me unprotected and vulnerable in my own home.

1 year ago

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Reply from Cove

April,
Thank you for taking the time to leave this review. We are saddened to hear of how your experience has been. The good news is we were able to find a solution to the problem you've described. We will have a supervisor reach out to address this and any other concerns you have.

Apr. 25th, 2022

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Casey Beckwith

Just got a call from a supervisor telling me that they have a smoke detector just laying around that they could send out to me. Funny I write a review and boom they care enough to reach out to me. Maybe instead of worrying about reviews you should work on getting your logistics down. And I just paid for monitoring with this company. Did the supervisor offer and kind of refund nope just sorry to see you go. A lot of my friends and family signed up for cove because of me but after today they to will no longer have cove systems. I will be returning all of their equipment and I've already signed up with someone else. And they didn't even mention the 8 minute response time. And we are supposed to trust this company with our life? Seems like they just care about reviews and to keep the " good" image because the better the reviews the more business they might get. Can't believe the would offer a smoke detector that's just laying around.

2 years ago Edited February 7, 2022

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Reply from Cove

Casey,
We are sorry to hear of the experiences you've encountered. We do want to make this right. We will have a supervisor reach out to help address each of your concerns. All reviews that are written reflect an honest experience from an active customer and there is no incentive to have a review written. We just ask if individuals would be willing to write a review. We hope this information helps.

Feb. 4th, 2022

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Greg Virginia Beach, VA

I went to the Cove site several times and built a system. The price was always the same. When I went back, there was a link for a Halloween Sale which offered a discount. I clicked on the link and received an email with a coupon. Which I activated. I thought, I'd make the purchase for a discounted price. Built the same exact system as before and the price remained the same. I made the purchase anyway. I contacted customer support and asked why the coupon didn't work. I dealt with a rep for over a week. He then asked me to build the system again (not sure what he did on his end) but the system came up about $45.00 cheaper. I thought the rep was going to credit my account for the difference. He asked me to forward the coupon I previous tried use and told me to send it to the general mailbox. Some moron by the name of John replies and says Cove only offers certain discounts. I told him about the coupon I have. He, in essence, didn't want to assist me in any way. He repeatedly avoided questions and said he was going configure discount prices and send them to me. He never did. If this is what Cove customer support is all about (fake coupons and obnoxious punk kids), I'll mail the box of equipment back and go to Simplisafe. A system with the same amount/type of equipment was $80.00 cheaper. They even provide a couple of extras free of charge. In the event I needed customer support with Cove, I imagine it would be nothing but problems and stress. Who needs that? Cove isn't the only game in town and they have a lot of work to do before, they'll be successful.

2 years ago

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Reply from Cove

Hi Greg,

Thank you for letting letting us know about your experience. We are eager to look into this and provide a satisfactory resolution. Please send your contact information to [email protected] so we can find your account and resolve this issue.

Dec. 22nd, 2021

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Crows Roost Detroit, MI

Very negative experience. I purchased two systems, which were on a great Black Friday sale, in 11/19. Orders were wrong - not delivered, wrong parts. Took awhile to get corrected, but it did. These were for a rehab I was starting to work on, and they didn't get installed right away. In 2/20, I noticed I was being billed for "monitoring." I hadn't installed or activated the kit, yet, so I didn't know why. After a lot of back and forth and run around, including having to call them, etc, I had them suspend the service until I could get it installed. In 4/20, I had to do it again, but they did stop billing. Due to COVID, the whole thing was stalled and the kits were never used. I never received any correspondence from them about anything, I wasn't being billed, and I had already resolved the issue (so I thought), so there was no reason for me to think anything about it. Out of the blue in 9/21, I received a "cancellation" notice, stating that my accounts were being cancelled due to nonpayment, and they were billing me over a year for two accounts. I immediately wrote and called. Clearly, I never had the monitoring set up. They told me it was "automatic." I am not required to have any monitoring, so I don't know what was automatic about it - autopay is how you pay, not an agreement to pay for a service you haven't signed up for. At first they told me they would zero out the "balance," since they could see I'd never used it. After not hearing from them for 2 weeks, I contacted them via email, to have everything in writing (as one should). I was told that making requests IN WRITING didn't count, and I had to call. I had already called. They basically said it was my problem for not using the equipment and they weren't going to do anything about it. Plus, I can't ever use my equipment until I clear the balance. So, now I have both a "balance" and equipment I paid for and can't use. Although, based on other reviews, it doesn't seem all that reliable, anyway. Simplisafe has great service: use them.

2 years ago

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Reply from Cove

Thank you for letting us know of your experience and I'm sorry to hear how everything turned out. A representative reached out to you and was able to forgive the balances on both accounts.

Oct. 11th, 2021

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ronny linebaugh Leander, TX

After lookin for a DIY system comparable to Alarm.com with an app I found it. Very easy to install. One for home and one for our Mountain Home. I really like this system

3 years ago

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Reply from Cove

So glad to hear! Thanks for leaving us a review!

Nov. 10th, 2020

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Karla Lopez Elizabeth, NJ

Absolute BEST customer service I have ever had in my entire lifeeeeeeee. Super super helpful, on the phone for over an hour and didn’t even realize it. Honestly amazing.

3 years ago

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Reply from Cove

Thanks for leaving us a great review Karla! We truly appreciate it!

Nov. 10th, 2020

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KS Lutz, FL

Wow, what a month we had dealing with Cove. The first panel they shipped didn't work. We plugged it in all around the house and it never turned on. They had me open the back of the device and check the battery, sim card, some cord, etc. Must be defective. Shipped me out a new one. Plugged it in and hurray, at least this one turned on! The first step is testing the cellular connection. It didn't work. They had me move the device by the window, all around the house, etc. Wouldn't connect. Again, they had me bust out the screw driver to undue the device and again check the battery, sim card, cord, etc. All seems fine. Chatted with them over a few days and they kept making me do a hard reset of the panel but nothing worked (oh, and of course - I'm being charged for "monitoring" during this time). FINALLY, after one month of issues, someone says "How strong is AT&T in your area?". I say I have no clue. They check and realize we are in a low coverage zone so they can't monitor us. You'd think this is something they would check with their website before shipping the product to you! Oh, and they offered to let me keep the device (and they would suspend the monitoring payments) until the roll out the Verizon panel. When will that be? Next year. :) I don't think so, Cove.

4 years ago

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Reply from Cove

Hello KS, I am sorry so sorry that happened. That is so frustrating. We want to make this right to the best of our ability. We strive to train our people to the best of our ability, and I am confident we can find an amicable solution for all parties involved, particularly for all the headaches you had to go through and it didn't even end up working due to low cell signal. Please give us a call at 855-269-3669 and we will help you make this right.

Feb. 26th, 2020

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NM Manhattan Beach, CA

Bought the system in early July. At the end of August it started making an intermittent beeping every 15 minutes which the customer service reps told me they'd never experienced before. They were kind enough to send a new system free of charge. The new system began to do the same thing, and to make matters worse I couldn't even set it up because 7 of my 11 door/window sensors failed to register. Waste of money, useless knowledge base. Go with a real security system. Cove, fix your crap.

4 years ago

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Reply from Cove

I am so sorry you didn't get what you expected Niki. Give us a call and we would be happy to remedy the situation, 855-268-3669. Because this is truly an anomaly of experience, we would be happy to work out an amicable solution for both parties. We always do right by our customers. Give us a shot:).

Dec. 16th, 2019

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Brittany Schmalz Indianapolis, IN

By no means should you use this company. Not only is there equipment poorly designed, but their customer service is even worse. I have standard front and back doors that enter my home. The sensors would not fit on either door. I worked with their customer service department for 2 weeks sending pictures and measurements to receive no answer. And by receive no answer I mean they literally just stopped answering any emails or questions about it. Even after I emailed to ask on an update. Also, when I removed the sensors I was able to use it completely ruined my drywall and my basement door. Oh and one of the times that I set the alarm off by accident I forgot to check my phone to cancel dispatch and say I was ok. I never received a call. And I also never had a dispatched officer come to my home. Thank God I wasn’t being robbed and forced to enter my security number into the touch pad. I would not trust this company to be in charge of my safety for any reason.

4 years ago

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Reply from Cove

Hello Brittany, we take poor experiences pretty seriously. I am sorry you had a poor experience. We have investigated your account and it appears we reached out to you once via email, twice via text, and left a VM, and you never reached back out except to cancel. We have already processed your 60-day money-back guarantee. We wish you would have given us an opportunity to help you. Nevertheless, thanks for giving us a try.

Nov. 22nd, 2019

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Steve Tischler Mays Landing, NJ

Excellent customer service. High quality products and already assigned sensors from the online order. Just have to make sure you have a good cell signal with AT&T at your location. Overall great product and service

4 years ago

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Reply from Cove

Thanks for the review Steve. We will have Verizon and T-mobile by next calendar year.

Nov. 22nd, 2019

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Josh Buffalo, WY

It’s been a very easy setup and install process. Only gripe I have is the power cable on the base being too short. If possible, having an option for length would be grand.

5 years ago

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Mirna rangel Nampa, ID

I love how my family and I feel protected. Everything that I have received has worked so well. The products were fast in arriving. Thank you so much Cove.

5 years ago

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Curtis Freeman Holiday, FL

The absolute best customer service ever. It’s the personalized service that gives me piece of mind, and confidence in allowing cove to protect my house and loved ones.

5 years ago

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HeavenlyKira Oklahoma City, OK

I’m still new to using this company but so far it’s been good. All of the sensors were easy to install which was good and the cameras seem nice, but I did have a problem with the panel disconnecting. But for the most part I’ve liked their stuff.

1 year ago Edited September 15, 2022

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James Goodman Port Orchard, WA

Cove creates a solid and secure service. Super Friendly customer service and answered so many of my questions. Best Peace of mind for the price. A great stand up company to be with.

2 years ago

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Brayden Ibert Houston, TX

My family uses Cove for our home security, and we haven’t had a problem cents. It was very easy to install, and the workers were very nice and helpful with getting us the right option for our home.

4 years ago

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Reply from Cove

Thanks for the kind review, Brayden. Glad we could get your family taken care of.

Mar. 9th, 2020

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Nicolas Berrios Alvarado, TX

They have incredibly good customer service and response times.

2 years ago

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Michael l South Bend, IN

Easy setup easy to use and fast response when alarm is triggered

2 years ago

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Sandra Brunner Saint Petersburg, FL

Easy set up, works great and priced great! Customer service is great too!

2 years ago

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Gary McDermott Cape May Court House, NJ

Easy installation. Low cost for equipment. Low monthly cost.

2 years ago

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Taylor Bell Silverhill, AL

Transparent, easy to use, reliable. I love that it has no contacts.

2 years ago

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Christine bay Summerfield, FL

Easy to install, activate and keep an eye on things. No issues

2 years ago

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Reply from Cove

Glad to hear! Thanks for sharing!

Jul. 15th, 2021

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Arnold Threet Whitley City, KY

Great company ever time I have trouble they go above and beyond to help me

2 years ago

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Reply from Cove

We certainly try to be there for each of our customers! Thanks for sharing your experience and leaving us a review!

Jul. 15th, 2021

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John P Silbernagel Conway, SC

nice system easy to use and set up monitor is easy to understand

2 years ago

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Reply from Cove

Glad to hear you are enjoying your system! Thanks for leaving us a review!

Jul. 15th, 2021

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Ronald Winslow Port Orchard, WA

The best security system available and the very best in customer service

2 years ago

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Reply from Cove

Thank you very much! We strive for excellence in both!

Jul. 15th, 2021

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Pete Howell, MI

Excellent product, easy to install and excellent customer service.

2 years ago

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Reply from Cove

Thanks for sharing and leaving us a review! We greatly appreciate it!

Jul. 15th, 2021

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Doug Denver, CO

Cove was easy to install and the customer service is excellent.

3 years ago

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Reply from Cove

Thanks for sharing your experience! Glad to hear you are enjoying your system!

Apr. 16th, 2021

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Lesline Brothers

The system is very cost effective and easy to use. Highly recommend

3 years ago

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Reply from Cove

Thank you! Thanks for leaving us a review as well! We truly appreciate it.

Dec. 17th, 2020

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L Beard

I LOVE my Cove monitored system. It's easy to set up and use. I feel secure.

3 years ago

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Reply from Cove

Thanks for sharing! We're so glad to hear you are enjoying your system!

Dec. 17th, 2020

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Mark J Ouellette

Very pleasant and very accurate. The system is very easy to use.

3 years ago

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Reply from Cove

Thanks Mark!

Dec. 17th, 2020

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Brad D

Fantastic. Very well priced. Response times from emergency was very fast.

3 years ago

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Reply from Cove

So glad to hear! Thank you Brad for leaving us a review!

Nov. 17th, 2020

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Gregory G

Response has been excellent. Would love a second monitoring pad.

3 years ago

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Reply from Cove

Thanks for your review and feedback Gregory! We are planning to work on two panels for our system as a future update.

Nov. 10th, 2020

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R. Marsh Saint Paul, MN

I like that it was very easy to setup and to start working. Very good product.

3 years ago

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Reply from Cove

Thank you for a great review! Glad to hear you enjoy your system!

Nov. 10th, 2020

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Jed

Good, prompt, and friendly service. Their customer service was very helpful.

3 years ago

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Reply from Cove

Thank you! We are always proud of our great customer service reps.

Nov. 11th, 2020

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Lanny T.

Excellent!! Easy to install. Rest good at night knowing I am secured.

3 years ago

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Reply from Cove

Thanks for sharing! And thanks for leaving us a review, truly appreciated!

Nov. 11th, 2020

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Kimson

Good product and service, need to integrate Yi camera with the alarm app.

4 years ago

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Reply from Cove

Thanks for leaving us a review and feedback! We greatly appreciate it!

Nov. 11th, 2020

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Alfred

Fantastic product very easy install very good customer service

4 years ago

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Reply from Cove

Thank you for sharing and leaving us a review! Much appreciated!

Nov. 11th, 2020

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Lala

It's been great and I like the customer service when I call. What needs improvement is the website. I tried to go in and change my billing info but it's no where to be found.

4 years ago

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Reply from Cove

Thanks for your feedback, Lala. We will be launching a customer portal by the end of this Summer in 2020. So glad you are pleased though.

Mar. 9th, 2020

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CV Miami, FL

They have great customer service, and they are always willing to help.

4 years ago

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Reply from Cove

Thanks for the kind review. We love helping our customers.

Dec. 30th, 2019

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Arnie

So far, all is as expected. Easy install, set up. All working fine

4 years ago

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Reply from Cove

Thanks for the review Arnie. So glad everything is working ok.

Jul. 2nd, 2019

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Leslie

Great customer service! Fast response too. I have no complaints

5 years ago

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Reply from Cove

Thanks, Leslie. We love it when our customers have a great experience.

Jun. 14th, 2019

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Bob C

Excellent product and technical support! So far no suggestions for improvement!

5 years ago

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Reply from Cove

Thanks for leaving us a review Bob!

Nov. 11th, 2020

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Lyndon Lovell PhD Udall, KS

More than one yard sign. A few more options, on the control panel.

5 years ago

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T. Chenel Gilmer, TX

Absolutely love cove so far and extremely impressed with the customer service.

5 years ago

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Dan Orem, UT

good stuff works well easy to use and set up friendly people

5 years ago

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Kyle Englewood, CO

Cove has been awesome. It was so simple to install and has worked great. I would recommend to anyone. Customer support was great too.

1 year ago

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J G Philadelphia, PA

They set me a faulty panel unit that didn't work then they expect me to wait over the holiday weekend until next Friday to get a replacement they should at least overnight it to me customer service is turning out to be not so good. Way to treat a new customer

1 year ago

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Reply from Cove

JG, thank you for the review. We are sincerely sorry you've encontered some issues with your panel and that you have to wait for some days for the replacement. We hope you can give us the chance to make things better for you. We would love to have your contact information so we can have one of our supervisors reach out. Please, feel free to reply with your contact information or send us an email to [email protected]. We look forward to assisting you soon.

Jul. 1st, 2022

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C Southampton, NY

This company took 6 weeks to replace a broken panel, then when I received the "new" panel it also had problems (7 false alarms in one day). I have had security systems in my homes for decades, and have never encountered anything this bad. I called every week to check when they would send me a new panel, so that my system could be turned on, and they were very cheerful, polite and totally unable to get their job done. Any system is better than my experience with this one.

1 year ago

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Reply from Cove

C ,
Thank you for taking the time to leave a review, though we are saddened to hear of your experience. We would love to get more detail from you and see if there's anything we can do to make this right. If you could please reply back with your contact information, we will have a supervisor reach out and address these needs. I'm sorry to hear the service didn't work out for you. Allow us a chance to help address these concerns.

May. 23rd, 2022