SimpliSafe
Reviews and Complaints

I've had an amazing customer experience with a company so their low rating as of December really took me by surprise. I purchased the full security system and had a little trouble getting it set up so I contacted customer service. I did not have to wait long to speak to someone and the automated system used to filter calls to the correct department was very easy to navigate. The gentleman I spoke to was kind, personable, and very knowledgeable about the system. He was quickly able to resolve the issue I had and stayed on the phone with me until my system was completely up and active. I contacted customer service again when I ordered additional sensors. They shipped them since the order was under a certain dollar amount, but only a few carriers can deliver to my country address so the order was sent back. I contacted customer service again and rather than simply add my P.O. Box for another shipment, they did expedited shipping with a reliable carrier to ensure I got the delivery to my home and quickly. The representative I spoke to the second time also demonstrated service excellence. She was compassionate and understanding, gave me plenty of opportunity to explain my situation, and exceeded my expectations in resolving the issue. I ordered my system when the outdoor cameras were on backorder (November ) and I was given ample notification prior to placing my order that they were on backorder and an estimated date on when they would arrive. I noticed other reviewers were surprised and upset at the cameras being on backorder, but in my experience, I had proper notification of this situation prior to placing my order.

Less pressured into excepting an offer from Simplisafe. I was in I hurry to get a system due to my concerns and possible physical harm. I was told yesterday that it would be shipped the same day and expedited and its 2:30pm central standard time and they still havent shipped it. I found out that I could get the same thing with an extra doorbell camera for $150 as opposed to over Approximately $300 out of pocket. Im a 58-year-old woman with a disability and limited income and I am in potential danger. When I called the customer service woman told me that it was right now in the warehouse and too late to cancel it even though its still there in Georgia the next state over from me in Alabama. She even told me that since we are so close in proximity it would get here soon. Since they havent shipped it I ask for a return so I could save $150 and get that shipped as soon as possible if she would just return it to the shelf and give me my money back. Actually it hasnt even left so its still being processed. I told her that I needed it as soon as possible she said she would check with someone and when she came back to the phone she said I would have to wait until it arrives and then I could get everything. I think this is ludicrous and I really would appreciate a better customer service from the security cameras when you had a gun pulled on you. I want to know what my rights are as far as being a consumer because I suspect that once its delivered they will try to charge me a restocking fee and I want to prevent that. I would think they would be more compassionate and try their best to stop this order. Please consider this a complaint with his company and also I pray for help or advice as to what I can do to try to get it for me keep from being shipped today. My name is *** and my phone number is ***.Thank you

BAD BUSINESS! TERRIBLE SUPPORT! FAILED PROMISES! I WOULD RECOMMEND TO AVOID DEALING WITH THIS COMPANY! I ordered equipment for $1000+ (minus holiday season discount). Paid for expedited shipping. Signed up to their most expensive monthly plan. Package was declared to be delivered in 3-5 business days. *** delayed the package far beyond this timeframe and my move-out date. Actually, even expected delivery date disappeared. Okay, this happens, no problem here, I understand. That's where Customer Support came to the scene just to fail aloud: 1. They (Matthew) promised to send me replacement package overnight, if *** have no delivery date (fun, what if they have? how this will help?), what I did. 2. After this, support also disappeared and never answered to my email. 3. Next day, over the phone, customer support said that: - nothing in their system indicates that this conversation happened - they don't know who gave me this promise (I repeated the name, but they ignored) - they are not going to respect previous promises, so no replacement, no overnight delivery - all they can do is to try to re-route package and they don't know when it will be delivered, cause "I'm not *** employee" 4. I asked to cancel the deal, since SimpliSafe failed twice and don't stick to their commitments and promises on issue resolution. I was told that they will contact *** to return the package. 5. I was told also, that my refund will be issued only after *** will return the package to them + 5 days. If package lost by *** - no refund will be issued automatically, "call us again". 6. I told that if they will not issue me the refund, I will not call them, but will call my bank instead to reverse the payment, since package never reached me and this is the bad business. So, our collaboration ended before I even got my order. Thanks god, I met their support before I started to rely on them.

This is the first time I have ever been 100% disappointed with SimpliSafe. I currently have a full system in my home. Complete with about 50 accessories,cameras,door locks etc. I just purchased a second home 1000 miles away and ordered another complete system on JUL 30TH, having it sent to our daughters home as we would be picking it up when we arrived. We needed the system for our new house purchase. After the house closing and security installation, we planned to return home. But we ended up leaving the new house unoccupied as ON AUG 7TH we received this email. Hello, Thank you for choosing SimpliSafe! We appreciate your purchase, however, your order met several criteria for potential fraud. Due to the company policy, we have cancelled your order -- we apologize for any inconvenience. If you need to place this order again, please contact our Customer Service department to create a new order and verify your payment details. We care about our customers and by doing this we are helping to protect your online shopping experience. Thank you, The Shopping Experience Dept. We had needed the system for our new house purchase. After the installation we planned to return home, leaving the new house unoccupied. I was told the shipping address was not the same as the billing address. The phone numbers for shipping and billing did not match. I was told the order was too large. ALL REASONS TO CANCEL THE ORDER. ( From Jul 30 to Aug 7th. SimpliSafe could have called/contacted me). Not even the *** card carried any weight or veracity. I believe the truth was they were low on product supply and their employees were either laid off or had the VIRUS! Please tell the truth! Why did it take 8 days to contact me? After I contacted them they never even offered me a discount or any type of compensation. They have always been great to work with in the past but what happened to SimpliSafe, Inc.?

They are simply/simpli the most disorganized, woefully incompetent customer service/operations team I have ever come across. The product itself I don't have an issue with and works fine - however, be prepared for non-stop problems starting with the order process through delivery, through and return you may have. I called up knowing what I wanted and prepared to order. The easiest sale in the world. The person went over my order and was sending me a quote to review. That never came. Called back, asked again. Nothing. Called a third time, got a bunch of apologies but then a quote which I approved. By this time I needed to have the order at my address by no later than a specific date because I was moving and wanted to use the system in the new house. Otherwise, they could send it to the new address. They swore they would get it there by that date. The date came, no system. Called again. It was in route and should be here the following day. For whatever reason it was hard for them to comprehend that I was moving and we had went over ad naseum the last final date I could receive the system at the old address. I ended up having to travel 90 minutes back the next day in order to get the system - because while they said they rerouted, they didn't and the new tennant called me. Shortly after we decided we didn't need the amount of cameras we had ordered but needed a different device ins tead, the doorbell. We arranged to return two cameras and get a doorbell. They charged us for the door bell, spent two weeks getting a label for me (lots of emails back and forth because the link they kept sending didn't work, to finally get a label and send the units back. 6 weeks later I get a label in the mail for 4 cameras, instead of two - and I had alredy sent the cameras back 6 weeks ago and they had already received them. Called again. Person on the phone tells me the there is a zero dollar refund. They are trying to tell me I was just sending the cameras back out of the goodness of my heart and that a refund wasn't expected? huh? When trying to explain how lame that was - and why wouldn't I have just kept the cameras if there was no refund, they had no answer. The company is AWEFUL TO DEAL WITH. Not the MANY 1 start reviews. No joke.

On July 26, I contacted SimpliSafe to request a certification for my insurance carrier, confirming I had an active alarm system to get a discount on my homeowners' policy. No one answered their phone. I then used their website to request a confirmation once the certification was sent, but I never received a reply. The following day, I called SimpliSafe multiple times, facing long wait times and no human response. On July 30, I attempted to reach them again, this time posing as a potential customer interested in installing a system, but still, no answer. That night, after reading negative reviews about their customer service, I warned SimpliSafe via Complaintsboard.com that I would file a complaint if they didn't contact me by August 2. They didn't, so I called again, only to find out they were closed despite claiming to have business hours until midnight. It's now August 3, and I've yet to receive any response or my certificate.

I ordered a full system at a cost of $621.98 after the discount. SimpliSafe promises a 60 day money back guarantee. Several of the sensors would not stay connected to the hub so I tried to get through to tech support to no avail. My husband and I spent a couple hours on hold between us giving up after *** min. Then the saga of getting a return label began. See, they will not allow you to initiate a return online instead you have to call customer service which is the number they dont answer. So I tried sending emails complaining that I couldnt get through to customer service and asking for a return label only to get responses days later telling me to call customer service. Finally as an experiment I called the sales line and got through immediately to a live person. So they can staff for new sales but they cant staff the call centers for the existing customers. The person I reached though the sales option helped me get a return label. I packed up the whole system and shipped it back hoping to get my refund. No refund arrived even 10 days after *** tracking said they had delivered the items back to SimpliSafe. So I tried again to call customer service but, of course, still could not get through, which led me to initiate a dispute through my credit card. Meanwhile SimpliSafe begin billing me for the monthly service that I no longer needed because I didnt want to keep their system. Weeks later my credit card company sent correspondence stating they were still investigating - which means Simpisafe was fighting it. And I got billed for a second month of SimpliSafe monitoring that I didnt need. Eventually my husband managed to get through to a live person to cancel the simplisafe monitoring on our other home based on the issues with the new system. Long story short, even though I gave them the tracking number, the date and the time, down to the minute that the system was returned to them, they would not acknowledge the return because they did not have a record of the return authorization and refused to refund my money. After about an hour of back and forth I finally pulled the lawyer card and said I was going to look into I initiating a class-action lawsuitThey immediately agreed to refund my money. But they still havent done it. So, all in all, despite their satisfaction guarantee they have essentially stolen $621 from me and continue to *** me for service that I dont need, dont want, and cant use!

Purchased the kit thinking it had cops monitoring for live view of cameras during a break in, came to find out it does not unless you pay $25 a month not their basic $15 month plan. I figured this out way to late in the game and bought 3 groups of tech from them. A full system kit then some more sensors and finally a door lock and some more cameras. I was also told by tech support before I purchased the system that I would be able to use my august lock on their system too, as with the cops monitoring system they failed to inform me I would have to fork out $25 a month for this feature that is free with the August app. I had lots of false detections with motion sensors and very poor signal strength at 60 feet away, tech support email system seems to be a one way one time help setup. I would have to start a new email via the app or online to get them to reply to a support question as I was and still am unable to get them to call me back or reply to my followup emails on the same email threads. I eventually got a hold of tech support after more false alarms and went to cancel my subscription even though I had the tech for over 60 day trial time. This was the only time tech support was great, they got me a refund on the current month payment as I was not using the system any more and send me return labels for the 3 orders and said I would get a full refund. I packaged everything up in one box (thinking it would save them shipping fees and ease of refunding all of my tech in one operation) and put in all 3 RMA papers for my refund of all three orders. After quite a few weeks they finally got the one box with all 3 orders in it, a few days later I got refunded for 2 of the orders ... yes only 2 of the 3 orders all in one box. How could they miss the 3rd order that was for 3 large items, 2 cameras and a door lock, the door lock was unreliable and could not lock the door all the time. I have since emailed them multiple times and if they have a follow up question like what is the tracking number I would reply to their email to keep it in the same thread and get no reply, like they are spamming my emails or something. I then started a new email with order number, the exact one that has not been refunded yet at $235 they are withholding from me, and tracking number for return package and all the info they wanted, waited a day or so and got a stupid reply. They told me they did refund me my two purchases of x and y and that there is no issue.

I will try to keep this short, free of fluff and factual only so that consumers can make an informed buying decision without a lot of ranting from a disgruntled customer I gave them 2 stars because delivery of the equipment was fast and the set up was pretty simple. I installed a system in my home in May and in June purchased an additional system for my sister after she was physically abused by her spouse. Her system was set up and activated, and the monitoring fee was auto drafted from the card used to purchase the system. One day the motion detector alerted Simplisafe and they contacted my sister to obtain the safe word. She could not provide it as I set the service up and she forgot what it was. Simplisafe had my phone number on file so they called me to confirm. I advised them of what the safe word was and proceeded to ask additional questions about their level of service. The rep then disclosed to me that after reviewing something on the account, they would have been prevented from calling dispatch in the event there was an intruder or an emergency. When I asked why, he provided me with a vague explanation regarding a permit of some kind. When I asked what this was and why there was no mention of this upon activation he indicated that he was not sure and would need to get me over to customer service. My first question is, Why would their dispatchers not be well versed on this information if it is a requirement to dispatch help during what could have been a detrimental situation? When I was transferred to customer care, after experiencing long hold times the young lady was sweet, but had more product knowledge than the dispatcher. There were times during the call when I asked a question and there was complete silence on the phone. Did not make me feel very protected at all. Another incident, where my sister believed that the simplisafe alarm was beeping continuously, I called and waited on hold for over an hour. No one picked up, I only hung up after realizing it was not the simplisafe alarm making the noise, but an hour to hold for your alarm company is scary. My most recent issue is with the app settings. My password was somehow not saved to the app so we opted to reset it. I received the email to reset my password and after successfully logging into my account, instead of being met by my account settings, I was prompted to activate my new system. Why? I was then sent an email saying that my password reset was successful, and if I had any additional questions to reply back to the email. I immediately replied asking why I was being prompted to activate a new system and moments later received the MAILER-DAEMON failure notice. I am not feeling very secure with this company. You get what you pay for.

If I could leave a negative 5 starts I would. I attempted to do business with SimpliSafe on August 11, I just purchased a new build home and my moved was postponed due to construction and I had to return the equipment until I had a more solid closing date. The equipment was $258.31. On August 13, I was emailed a *** prepaid return label that I used to repackage and send the equipment back to Simplisafe. I did this on August 21 @ 7:55am. As time passed I realized 2 weeks had gone by and my refund hasn't posted nor have I received an email confirmation that my package arrived to them. I also realized in that moment that I had misplaced the tracking number and now the link I once used to print is no longer viewable. I contacted Simplisafe and was told by 3 different representatives weekly that they did not have the tracking number and it could not be recovered. Each time I was told to give it another week or so and check back. I have spent over a month searching so that I could be refunded. So today on September 29th, I realized I took a cl%%%%%% in web design and I used my learned IT skill and reconstructed the broken link using the design source code of the broken link to reveal the tracking number. I was finally able to recover it! So I called SimpliSafe and the only thing I said was that I am checking on the status of my refund and its been over a month and I finally have my tracking number ( I never provided it to the representative or gave any information of my findings). I was placed on hold while she did her "research" and to my disgusting surprise she returned with all the details of my packages arrival date and time. She told me that my package arrived on August 27th @ 6:30pm and she is checking to see where my refund is. So I asked her how was it that she was able to see that if I have been told for over a month that my tracking number could not be seen by a Simplisafe representative and there was no record and I did not disclose that information to her... She paused extensively and began to apologize for the misunderstanding and said she understands how frustrating this must be. I didn't say a word. I told her I am beyond disgusted right now. To disgusted to even be mad or say anything I might regret and here I was considering doing business with them now that I am finally in my home thinking I was just waiting on my equipment to refund so I could order new service... This is the shadiest form of business I have ever been apart of. I honestly don't even understand how any business could survive treating its customers this way. In short I know they were trying to let as much time p%%%%%% as possible so that they could unlawfully steal my money but I'm so thankful for my patience, dedication and education because I was able to see them for who they really are and ensure no one I know falls victim to this kind of poor practice. This took place today! September 29 and they are still preying on other consumers as I type which is sad and disgusting because all we want to do is feel safe... The nerve of them.

I have been a customer of *** for about 1.5-2 years. I have had multiple equipment failures. their knee-*** reaction is to give a free month of monitoring, but what I really need is properly functioning equipment that I can rely on. This is the 2nd time in a year, when I had to request a replacement device during which the phone rep promised me overnight Saturday delivery. If your equipment malfunctions on a Thursday you better prepare to wait 7 days to get a replacement. Both times this happened I requested Saturday delivery and the phone rep promised to ship overnight Saturday delivery, only to find out later they were giving me lip service to pacify me and get me off the phone. A diff't phone rep advised me they do not have the option to select Saturday delivery. I am a survivor of domestic violence, abuse, and my abuser has been stalking me for the last 2 years, so I depend on this service. I find it unacceptable to go 5-7 days without functioning equipment. on Thursday 4/1 I was promised my motion sensor would be shipped overnight and I would receive it on Saturday 4/3. that was a lie. I even told her about my previous experience and how I had been promised in the past to receive the replacement on Saturday and it arrived on Tuesday. This rep on 4/1 lied to me atleast 3 times on that call promising Saturday delivery. Next day I was given tracking info for *** only to discover the rep selected overnight 'WEEKDAY" delivery and it was scheduled to arrive Monday 4/5 by 8pm. they could not even select the overnight a.m. delivery to have it by noon! *** never arrived. I called and emailed *** multiple times and got the run around. Got the same treatment by *** as well. I gave up on receiving my replacement item and called back to request a brand new device which they agreed to "mail" to me via ***, instead of using ***, even though at first she claimed they were only allowed to use *** as a method of shipment, then suddenly she offered to send it priority mail. Who knows when or IF I will receive this new device. I told her I should not be charged for this replacement device and I still have not received the *** to return the defective item. She promised me I would not be held responsible for that and promised to make a note on my account. I do not trust them. I have lost confidence in . they lie to the customer to pacify and get them off the phone and offer a free month of service because they have no other recourse. They need to come up with a better system to cover these defective products. they need to offer a local store to go purchase a replacement device or offer a faster, more reliable delivery method to have working equipment in hand the next business day. I had a base station which had to be replaced and it took 2 replacements to get it right and working, and then I found out the "new' base station did not save my account settings I had saved on the previous one, and it handled my false alarm incorrectly. sometimes my camera doesn't work properly, it's hit or miss. I am just about ready to switch to another company. I do not recommend *** at all. you will sacrifice reliability for the no contract option. Phone reps are not trained and nobody cares. I have read the other reviews and I am nervous about getting my service cancelled without recurring charges to my card. It seems their tactic is to continue charging until you deactivate your credit card.

I have been a SimpliSafe customer since 2017. We didn't use our system for the majority of 2020 due to the Covid 19 lockdown. Before going away in July, I contacted the company to be sure the device was working properly-- it wasn't. They sent me a reconditioned base (no charge). It worked for the 5 days we were gone but when we came home and punched in our code, the alarm tripped. I had to remove a battery in the base to kill it. Seems the SimpliSafe employee who set me up neglected to add the code to the system (or something like that). So began my months long nightmare. Since then I've been sent several bases and keypads (I believe I now have 4 of each with a new base and keypad arriving just two days ago). As you have probably guessed, none have worked properly. Basically, they work for a couple of weeks or so and then there's an issue-- they drop the wi-fi connection, they suddenly announce they're off, apropos of nothing, and the keypad can't find the base, door which are closed (and locked) register as opened. Both the siren and keypad fell off the wall -- this was after being professionally installed by the techs they recommend! That sticky junk on the back isn't so reliable. It's a mess. To make matters worse essentially all the SimpliSafe techs have been inept. They have given me incomplete, partially correct, or incorrect information. I have spent literally hours (and hours, and hours...) of my work and off time on the phone with them.I did manage to speak to a Tier 3 employee who said she would take a special interest in my situation and, to be fair, she has been the one person there with whom I've most often spoken. But I can't contact her directly and she takes days (and sometimes multiple messages left by me with SimpliSafe reps) to get back to me. Lat week, I asked to speak with a manager but I was told they were all (!) in a meeting. So I asked to have one call me back. None did. I asked to speak with this Tier 3 employee and I was able to finally speak with her. I asked to speak with her supervisor and she connected me to a woman who apologized, told me this was all human error (partially true-- the equipment, which I understand they manufacture is, in my opinion, junk), and that this was a "comedy of errors" which would end with her oversight. A new base/keypad were beings sent to me and the Tier 3 would call me the following Monday (Labor Day-- which I knew. However, not knowing their work schedules, I assumed she was correct as the Tier 3 woman said the same thing) to follow up. This supervisor would then follow up with the Tier 3. Surely, after all this, after her "comedy of errors" observation, you'd think they'd prioritize this and make sure no mistakes were made. The base/keypad arrived TUESDAY. No calls were made to follow up. Not Monday. Not Tuesday. Not Wednesday. I called yesterday (Wednesday) to talk to the Tier 3 but, of course, she wasn't there. So I requested a message be sent to have her call me. I was told two messages were sent via two channels so she'd be sure to get it. It's 1:00 Thursday as I write this and I've not received a call. I've been told repeatedly that my situation is "unusual". I doubt it but, if that's true, why hasn't this been brought to the attention of someone much higher up in the company? I trust SimpliSafe to PROTECT my home and property and they're doing neither. It's my opinion that their advertising is fraudulent-- even their name is fraudulent as far as I'm concerned. This hasn't been Simple and I don't feel Safe. I think they make substandard products and they give you the runaround so as not to have to deal with the issues those products create. I've had enough. I currently own a ton of their components and I will be lodging complaints with Complaintsboard.com, the Attorney General of my state, the *** and Consumer Affairs and if any of those agencies want to inspect said components, be my guest. How sad that any consumer has to go to this length to get the product or service they trust to work. Worse still, how sad this company can't provide even the basic framework of their stated mission for even being in business.

Safe is not a well-run company - it is disorganized. Under the guise of friendliness and knowledge lurks a staff of misfits who do not coordinate well. They send many meaningless emails and, while prompt and polite in communication, often miss the point of the messages they respond to. They remind me of eager puppies, clumsy and eager to please but lacking understanding. I ordered a home security system from them, and it arrived poorly packaged, with items missing. The representative blamed the courier, which was not at fault. I returned the system, securely packaged. Despite informing them not to send back-ordered items as I returned the system, they shipped them anyway. I had to go through the hassle of returning those too. Cancelling their monthly monitoring plan was another ordeal, with their staff adding free months instead of cancelling and trying to charge my card prematurely. After multiple calls and insistence, I finally received a cancellation confirmation. I did get a full refund eventually, but the process was unnecessarily complicated. While the staff are friendly and reply quickly, they lack comprehension and efficiency. This experience was time-consuming and frustrating. I was looking for security, not a disorganized and ineffective service.

I have had SimpliSafe service for the past ~4yrs and now I have switched to a built-in whole-house security system. I have reached out to simplisafe to cancel my account but all I get is a run-around and constantly telling me to do what I have already done to resolve. I received 8 messages stating that they would discontinue my service if I did not update my credit card info, so I just let it go since I was not going to continue with their service, the first notice was 9/2 and the last one was 8/1 but they still have continued to *** my credit card.I finally called and requested they cancel my account. They stated I need to input a safe word that I have no idea where it came from. Since I did not know it, they told me to reach out to see the following ***,Thank you for getting back to me. I have already reached out to customer service and they directed me to send the email you received to the CEO.[protected]@simplisafe. I again forward the email to the address to left.Thank you,*** From: *** from SimpliSafe Sent: Thursday, March 24, 2022 12:22 PM To: *** Subject: Re: Recovering Safeword and PIN Hello ***,Thank you for reaching out to SimpliSafe. Thank you for explaining your situation . in this case, to cancel your account, you call our customer support line. If they are not able to assist you with the cancelation due to the missing information, I recommend you to follow the instruction on the previous email and write directly to *** take our customer security seriously. For that reason, to downgrade, suspend, or cancel service, please call our customer support team. For your security, we will require your safeword to ensure there are no unexpected or unwanted service interruptions. We can be reached at *** daily, 8:00 am - Midnight ET, in order to help facilitate your request.

02/17: I requested a refund from Simplisafe after notifying them that I have not felt safe with their home security system, particularly after a home break in. Simplisafe sends me a link for a prepaid return label. [As of 6/18, the link to this label does not work.] 2/18: I was having trouble removing all the sensors and notified Simplisafe. Their customer support said they would prefer to have all equipment sent back in one shipment. Per Simplisafe via email, "It's ok if the return is delayed until you are able to remove the sensors." 3: I return all the Simplisafe equipment in one box, using the *** prepaid return label that was sent to me from Simplisafe. I personally take the box to a *** location to ensure it's return to Simplisafe. 4/19: I email Simplisafe as a follow up. It's been a few weeks since I returned the equipment and have not received a refund. I ask when a refund will appear. Two hours later, I receive a reply from a Simplisafe customer service representative: "Since it has been more than a few months since you purchased your Simplisafe systenm it will have to be a check refund." I have no problem with this and provide my name, address and phone number, as requested, so that the information could be placed on the check. I also confirm the refund amount. May, June and July : I have followed up with Simplisafe several times via email and phone calls to their customer support center. The last 4 emails have had no response. 07/18: I called Simplisafe this morning at 7:40am PST. I spent 1 hour and 13 minutes with the customer service representative, with couple rounds of speaking with the rep and being put on hold. Then the call was dropped. As of this morning, neither the link to the return label or the *** tracking # that Simplisafe sent me works. Simplisafe claims to have no record of this return being made or entered into the *** system. I have followed the return process that Simplisafe provided me the entire time. It has been four months since I sent back all the equipment and I have not received a refund despite Simplisafe acknowledging that a refund is in process.

SimpliSafe has failed to resolve a loss of service issue with my home alarm system. I have two systems installed in two separate houses. One system is in *** and the other is in ***. Both systems had communications issues due to the fact that *** is no longer providing communication services for SimpliSafe systems. I had to call SimpliSafe to find out that the reason my system stopped protecting my homes was due to the fact that The wireless service for both my systems ended. I have spent between 15 and 20 hours talking to SimpliSafe technicians in an attempt to restore service. SimpliSafe has made numerous shipments to me for communication cards & new base stations, to restore service. One of my systems has been restored, so I know my identical systems can work. I have requested a supervisor call me back in order to fix the problem. This request has been ignored and I am completely dissatisfied with how SimpliSafe is attempting to resolve the issue. As a result of this loss of service, SimpliSafe has suggested that I buy an upgraded system in order to resolve my problem on the system that is no longer in service. After hours upon hours of discussions swapping hardware and rebooting the system I am completely dissatisfied with the level of customer service that SimpliSafe is providing me in order to resolve this issue. There are clearly hardware, software, and/or firmware issues associated with the system. SimpliSafe needs to figure out the proper approach to restart my system and also to get my keypad to be compatible with the base station and the remote control application to be restored and working so that I can control the system properly per their guarantee. Also regarding their customer service, there appears to be no accessible database in order to have a service technician understand what has gone on previously. Every time I called SimpliSafe service I had to start from zero and walk each technician through the issue I was having the status of the update and all the prior efforts to resolve the issue. This only added to the hours and hours that were required to talk to SimpliSafe with zero resolution to my problem.

I initially purchased this product for a family member for the Holidays back in Dec 2019 hoping to get it by xmas for my parents. After they failed to get it shipped out for over a week and I was not going to get it by the holidays I began requesting an RMA number to return it before I even received it in the mail. Those requests were ignored. I went ahead and got my parents set up with another system for xmas. I finally got this system in the mail, again requested an RMA and again was ignored. I decided I would at least set it up. I set up the system and turned it on one time. It seemed to work, I never armed/disarmed it again I was going to get a few more pieces of equipment as it was not purchased for my home. I started having malfunction issues and I had never used it. It started saying "wireless interference detected". This started at exactly 12pm every night and after I set up a recorder I found it ended at exactly 7am.. I explained this to customer service and they gave me the same excuse they have given thousands of people online.. Move the system, its a car alarm, etc etc etc.. Yet nothing has changed about my home or my local area for quite some time.. No building, no new cars, no alarms no nothing.. The fact that it starts and ends at the exact same time every night without fail shows it is not an external source unless that source appears exactly at 12 midnight and ends exactly at 7am. Customer service over and over did nothing to help me fix the issue outside of suggestions of remote car alarms or something that is non existant. I finally said well then take it back, its defective, you have no answers.. (in full disclosure this was done not in my best tone, I was not polite, I had been ignored about an RMA for months and now have a product that is defective and no customer service answers) They tell me..; Oops sorry its past the 60 days... Well actually no its not, I have been requesting to return it even before it was delivered. Ignoring customers requests for return within the time period and then saying sorry its to late does not jive with me. Selling products and offering no customer service to remedy the situation also does not jive with me.

After purchasing a new home, I spoke with a representative multiple times and then purchased a home security system from SimpliSafe for $778.21 (after 20% discount). After receiving the equipment I tried to install the video doorbell but it would not work. I later checked online research and discovered the doorbell was not compatible with digital doorbell systems and called SimpliSafe. A phone representative confirmed the compatibility problem (that was never disclosed prior to ordering) and agreed to fix the problem at no extra charge by sending me a doorbell chime connector. After receiving the chime connector I again tried to install the doorbell but it would not work. I scheduled for an electrician to install the doorbell and he also could not make it work. I called SimpliSafe again and was told the chime connector was not a fix for the incompatible doorbell. The initial claim by SimpliSafe that the chime connector would work was false. I later decided to return the items and called SimpliSafe. The representative indicated that I was past the 60 day return window after initially experiencing the system (a policy which I never saw on the website, on my receipt, or through discussions with SimpliSafe). I informed the representative that SimpliSafe falsely sent me a chime connector as a fix to the problem, that my system was never activated, and if SimpliSafe correctly informed me the doorbells would not work with a digital system I would have returned the system sooner. The representative indicated she would look into the issue and call me back. I waited and no return call was made. At this point I returned the system to SimpliSafe via tracked and insured UPS and it was delivered on January 28. I called SimpliSafe again and provided the tracking number and was told that a refund would be processed within 10 business days. After waiting more than 14 business days and not receiving the refund I called multiple more times and was told the refund would be processed. On April 7 I submitted a complaint through the SimpliSafe website including the order number and proof of UPS return delivery and received an email from *** asking for good times to call me. I provided the times and never received a call. SimpliSafe has provided poor service, false information leading to delays, and has delayed processing of this refund. My SimpliSafe Order Confirmation #:

I ordered the system at the end of July and installed it as soon as possible, with the exception of the external cameras. because they need to be mounted up high on my home. I did install the doorbell camera and it would not connect to the system. I reported the issue immediately to Simplisafe, they apologized and sent me out another one. That one failed to connect to my system as well. They sent me a third camera and it finally connected, but failed to stay connected. I reported the issue again and they sent me a wifi extender on 8/7. I installed it and it seemed to help for a few days, then it went back to working about 10% of the time. I paid almost $850 on system that I had to install and configure myself. I figured it was worth more than that. They then sent me a small device to place in-line with my doorbell that Simplisafe claimed would help. It did not. I called and told them that I wanted to return my system for a refund. They put me through to the department that handled that and one of the gentlemen there asked why. When I told him the story, he told me more ways to try to resolve the issues than the technical support department ever did. I decided to try. In the meantime, I had the other cameras installed. Two of the three work 80% of the time, the remaining camera worked for about a week. Even though the camera that's not working is located about 10 inched from one of the camera that is working. They had no explanation why that was so. The night vision for these cameras is non-existent. At least the doorbell camera had decent night vision. Their suggestion was to reset the cameras by taking them off their mounts and resetting them. The problem is that the cameras are high up on my home and not easily accessible. Especially for some who is disabled. When I asked if they had technicians that could come out and troubleshoot the system, they said that no, they did not, but they gave me the name of a company that does. I called that company, and they only do installations, not troubleshooting. Other issues that I've encountered are that my motion detectors do not activate the alarm in "Home" more even though I've configured them to. One of the motion detectors did not even trigger the alarm when I tested it in the "away" mode. This means that this system does not protect my home completely or consistently. I keep sending emails to Simplisafe and they keep having different people respond to me. I need *ONEperson to troubleshoot, learn and solve my issues. Every time I get an email from a different person, I have to describe the problem all over again. Poor customer service.

I am being billed when I do not have an active security system. I have contacted Simplisafe Customer Service-billing department more than 7 times regarding this situation. They can not find the billings in question on my account, yet the charges are on my bank statements for the past 2 months. Because they can not find the billing, they can not credit it nor stop it from billing in future months. I have asked multiple times to speak to a supervisor or manager and I am not allowed. When I call back and they see my telephone number on the caller ID, they hang up on me. I have been told to contact my bank and dispute the billing with the bank to get the two charges credited back to my account. My bank tells me that we would need to cancel the debit card and be issued a new card to stop future billings. The bank also informed me that they can not open a dispute every month for the same problem. This is not a solution as the card is used for business purposes. The Simplisafe Customer Service team is not interested in locating the problem and fixing it because they do not understand it. I have been asked to wait on hold while they chat with a supervisor. One such time, I was put on hold by *** and I waited on hold for over an hour and twenty minutes, he never came back on the line. It was obvious to me that he didn't know how to help me and was hoping I would hang up and he wouldn't have to help me any further. ***, another CSR, disconnected the call as soon as I told her what my problem was. ***, CSR, attempted to help me, but when he realized that he couldn't he first put me on hold for 34 minutes (to speak to his manager) and then returned to inform me that he was going to transfer me to his manager. He did not, he transferred me back into the CSR que and my call was answered by ***, CSR. *** is in the *** center. It took me over an hour to get her to understand the problem, but once she did she said that she needed to complete an Escalate Form and request her Supervisor, *** to look at the account and that *** would call me back. This was last Monday and she asked that I give them until Friday to call me back. I waited until today, one week later, and still no call back. Today I spoke with *** who was chatting with his supervisor, ***, regarding my issue. They "think" a customer service rep may have reactivated an old system for a new customer, copied over the billing information from my account and did not enter the new customers billing information. They can not confirm this without the "safe word" for the new persons account and I was advised to call my bank and dispute the charges.

I purchased a security system by phone with Simplisafe. It arrived but when we went to set it up the instructions said that the alarm would be tested each time you set up a component of the system. With three young kids at home including an infant and no daycare due to covid I haven't been in a position to set up the system yet. One of the major selling points for Simplisafe is that there is no contract and you can choose to have monitoring on a month to month basis. Since we never set up our system I never chose to start monitoring yet I noticed a charge of $24.99 on my credit care statement. I called and spoke with someone who told me it would be taken care of. He promised that I would not get any further bills and that the charge from that month would be refunded. I was happy. Until the next month when there was another charge for $24.99 and no credit. This time when I called I spoke with a very rude woman who told me that if I couldn't come up with some magic word that she wasn't going to help me. She wouldn't give me any hints or anything. I applaud anyone who can remember all their different passwords but between working and three kids at home and no school or day care trying to remember some magic word isn't happening. So I was told to go online and I could change it there. I have tried to do this more than 2 dozen times from three different devices and in three separate locations - all work reliable working internet yet every time I enter a 4 digit code it says "Check internet connection". The internet connection is not the problem - everything else works and like I said, I have used multiple devices in multiple locations. It is not the internet. For the third month I got another charge on my credit care statement. I called and spoke with someone again just now. Again, unless I can come up with some magic password he isn't allowed to help me. I offered my SSN or anything else to verify my identity. I asked to speak with a supervisor. Last month when I asked I was told that someone would call me back within an hour. No one ever called - ever. Tonight I was not allowed to speak with a supervisor but he said that he communicated with a supervisor who didn't have anything to add and also could/would not help me. I asked how to send back all the equipment but again, no one can help me or give me that information without the magic word. They are holding me hostage and charging me for a service I never asked to be started and am not even using - the base was the only piece of equipment that we even ever took out of the box. Everything else is still sitting in the boxes untouched. I have called three times asking to stop service (there is no service; just charges) and they refuse to help me without a magic word which I can't recall for the life of me and the only way to change it is through the website which doesn't work - and hasn't worked for at least 2 months - I have tried on at least 6 different occasions (multiple tries on different devices each time).

I live in one city and my mother lives in another; I've mentioned this during installation and in every call with a Simplysafe CSR. I had an alarm system installed for my mother, inquiring if it would work with a landline instead of WiFi due to her connectivity issues. I was never told I needed to be present for it to function. A landline was installed specifically for the alarm. I had recovered from COVID in February and wanted to avoid another trip. The installer, a contractor for Simplysafe, helped me download the app to monitor her apartment remotely. I confirmed with him that I could record and adjust settings via the app. However, after my mother reported the alarm's failure, I called and got various explanations. They asked her to do tasks like unplugging her camera and removing screws, which is unreasonable for an 87-year-old. Eventually, a representative clarified that the information I received was wrong and that I needed to be near the camera to set up the app, which explained why I couldn't record. He also noted the email on file was invalid, gave me his contact details for future issues, and said I'd need to arrange for the contractor to install the app on her phone. Despite being assured at purchase that remote management from my home was possible, it wasn't. I had avoided travel due to COVID exposure during a layover in February for my granddaughter's birth. I complained and requested assistance with the app installation on her phone. When the contractor visited, he found her device had expired, which was surprising as he was supposed to service the Simplysafe App. She was charged for this service call. I called on April 2nd, and a tech was escalated to visit by Monday. He arrived on Saturday, installed the app on her phone, and guided her through its use. Yet, the alarm and keypad malfunctioned again on Sunday. I plan to contact Simplysafe today for further assistance.

My family and I recently moved into a new house and I wanted to install a full security package. Simplisafe appeared to fit the bill so I went to the website and started building my custom system. The website was having issues with the cart, so I called and put in my order over the phone. This was May 23 and there was a 20% off Memorial Day sale. Even better! I was very excited, especially about the three cameras with black outdoor kits. May 29, the system arrived. I started going through the components and all looked good except NO OUTDOOR KITS for the cameras! I immediately called Simplisafe and explained the problem. The woman I spoke with said the outdoor kits were not part of the original order. I am certain they were supposed to be. If they weren't it was an error by Simplisafe. At any rate, I had to reorder them. Fine. Could I at least get the 20% off since they should have been included on the original order? She said no, the offer had expired. This irritated me very much. But they were on their way, I had a tracking number and would have them within a week. I started setting up what I could, disappointed that my cameras would have to wait. A week went by... nothing came. I gave it a couple more days, then called to check the status. Apparently the outdoor kits weren't even in stock when I had ordered them the second time around, so now they were on back order! No one ever notified me! When would they be in? No one could tell me. I gave it another week or so and checked back in. Still on back order. Okay, I really need to get my cameras installed. If my Black Outdoor Kits were on back order, how about white? The lady I spoke to on this occasion said "sure, I'll change the order"... but after cancelling my order for the black ones and changing it to the white, she said, "Oh, looks like those are on back order too." So disappointing! I said well forget it then, I really want the black. Please change it back and I'll just have to wait. Finally I get the notification that my outdoor kits are shipping. I received them yesterday (June 20). They were WHITE! Whatever, I'm sick of this now. I'll just use them. As I started setting up the cameras, only one out of the three cameras worked! I called again; they said they'd send new ones out. Another week passed and three new ones came in and these were also defective in one way or another. I'm now sending all the cameras back and will have to find a different company for my security cameras. In addition to this mess with the cameras, my doorbell camera was defective and replaced, one of my CO2 detectors was defective, and one of my entry sensors was defective. I also had to replace my WiFi router, as SimpliSafe wasn't compatible with the one installed by my internet provider. I emailed customer service on June 21 requesting to speak to a supervisor so we could get some sort of resolution to the terrible experience I've had. I have also called 5 times requesting to speak to a supervisor. Each time, I've been assured that a supervisor will call me in 24 to 48 hours. Today is July 6th; no one from SimpliSafe has reached out to me. That is absolutely unacceptable! I'm baffled how they can possibly have an A+ rating. This has been one of the worst experiences I've had with any company.

Dear Simplisafe, Per Simplisafe's regulations, if an alarm is not canceled within 30 seconds, a phone call is sent to the customer. If the customer is unreachable, dispatch is called. At 10:09 on February 15 my alarm was triggered. I was unable to cancel the alarm as the Keypad was not responsive and my phone, at the time, was not operational. It took 4 minutes before I could turn off the alarm and I clearly was not reachable by phone at that time. When I was finally able to access my phone, the monitoring system called and confirmed my password. However, for the four minutes my alarm was going off, and I was unreachable, dispatch was never called. I made numerous phone calls, for 2 hours, that I have listed below: 10:17 Called Simplisafe and asked to speak to supervisor. The line was disconnected. 10:43 Called Simplisafe again and was told me that I had to speak to *** directly. 10:54 *** told me they had a "delayed" answering time of 2 minutes when they normally answer called in 19 seconds, saying they have a "high volume of calls". They said they tried calling me but "received busy signals" (which cannot be true because my phone was not turned on) and admitted dispatch was not called because they "eventually got through to me" and I have to "prove to be unreachable up to 5 times". I asked to escalate call and supervisor *** from *** told me I needed to call back to Simplisafe and would not give further information. 10:56 Called Simplisafe, and when a representative answered, they immediately hung up. 10:57 Called Simplisafe and representative *** answered. I asked to speak to supervisor and she hung up the line. 10:58-11:52 Called Simplisafe and representative *** answered. She said an alarm can be going off 8 minutes before monitoring calls me. She said I needed to calls ***. Knowing her information was incorrect, I asked to speak to supervisor. Supervisor ***, from *** who confirmed *** should have indeed called dispatch. He agreed to call *** system while I was on hold, however, then he said he needed to "reset his phone" and would call me back. He also agreed information from *** was incorrect. When he called back, he said he spoke to *** and "was not comfortable" with their answers and was going to escalate the issue. Clearly, Simplisafe is not a safe and reliable product and service for home safety. Simplisafe employees are simply not knowledgable on policy and not reprimanded for hanging up on customers when they don't feel like dealing with an issue. And *** is not adequately staffed having "delayed call times" and does not follow obligations to call dispatch. I am asking for a complete refund of my system purchase. I paid $303.64 for the original system and $149.72 in upgrades which is a total of $453.36. I also should receive some months of the monitoring fee I paid, back. I take home security very seriously, as we have a special needs child in our home who can let himself outside and we need to rely on our service. This is completely unacceptable and I can never truly have faith we will be protected in the future. Please advise if you will return this money amicably or if I should seek other remedies to get my money back. I reserve my right to let others know about this issue if this is not resolved.

I called in the evening of June 15th with an issue with getting one of my cameras set up. I had the most terrifying experience. I called in to speak with trouble shooting but got disconnected the first time. When I called for the second time I was connected to an agent. She was yelling to another person and carrying on a conversation with people in the background. It took about 20 second of yelling loudly to get her attention. She answered thank you for calling Simplisafe like nothing had happend. She then she asked for my email and safe word. I gave her the information with great caution but having faith in Simplisafe I gave it to her. Throughout the phone call she was talking to other people with-in the room. There were times were she would ignore me and carry on her conversation with the people in the background and ignore me. I was defiantly not her priority. At one point she took a personal phone call. She stated she was done after this last phone call. I believe she even ha d her friend on speaker during the call. She wasn't even trying to hide it from me! We continued the conversation on getting a replacement sent out because my camera was defective. After waiting on the phone for 5 minutes while she "seemed" to be working on the replacement with no communication, the phone call was ended on her end. The only reason I stayed on the phone that long with her was because I wanted to ensure somehow her employee information would be logged on my account. My hope was that she would of been able to place the order for the new camera so that way the order was tied directly to her. From the moment she took the personal phone call I knew I was going to report this incident. I cannot express enough how uncomfortable I was throughout this encounter. The representative had all of my information up while having other people in the room that could be viewing my account information. I cannot believe I gave my security word to her. The people in that room and herself have all the information needed burglarize my home. Not only did they have access to my information but also the cameras with in my home. I was terrified with knowing she could be viewing the cameras at that very moment. I stayed in my kitchen where I placed my call due to the fact that she could be watching. Eventually I walked into our office while still being on the phone. I was going to look up contact information for Simplisafe to report this. But I waited because my laptop screen can be viewed from my camera. I didn't want her to see that I was going to report this. I cannot express how uneasy I felt and still feel about this experience. I have literally $2,000 in equipment from Simplisafe and I feel completely screwed because now I'm this invested into your system. I cannot believe that this could happen! I had complete confidence in your company. Now I just feel like what's the point off all this if all my information can be view by unvetted people. I'm also worried that by reporting this incident she has all the information needed to retaliate against me. She has my address and could leak it and something could happen. I truly hope that this reaches the right people. I know these are unsure time with having people working from home due to Covid but under no circumstance should this incident ever happen. I hope with this information a procedure can be implemented to ensure this doesn't happen to anyone else. Please listen to the phone call and give me a call back please.