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On Jan. 21, 2019 I was emailing with *** from simplisafe about buying an upgraded system. The exact email from *** is below. It clearly states that as soon as the SS3 CO detectors were in stock they'd replace my old ones. That never happened. My old CO detector which I still had installed but not connected to the monitoring from simplisafe due to not being compatible with the new system failed the other day and when I called support I realized that I still had the old one and they never sent me the new ones as promised. I've talked to *** and someone else from Simplisafe who just called me. They will not honor the promise made by their representative via email which is a legally binding contract. They will only give me 20% off. "Hi, Thanks for your email. I'd be happy to assist you. Below important details: To begin, the new system is not compatible with the original system. However, with an active monitoring subscription and a Original System purchased before January 10, you can trade in your Original System for 40% off the All New SimpliSafe. If you'd like, I'd be glad to create an upgraded custom quote for you with the sensors needed to protect your home with the 40 % discount applied. Also, in the process when you receive your all New SimpliSafe order, it will include a prepaid label to return your Original SimpliSafe System. Besides this, the new SS3 CO Detectors are temporarily discontinued. Rest assured that we will be releasing more information as it becomes available to us. If you upgrade and have an original CO Detector, as soon as we have the SS3 CO Detectors back in stock, we'd be happy to replace it for you. Looking forward in your reply! If you need any further assistance, please don't hesitate to write back or give us a call at ***. We're open 7 days a week - 9am to Midnight - Eastern Standard Time. Sincerely, *** ------------------------------------------------- SimpliSafe, Inc. *** (***)"
The complaint has been investigated and resolved to the customer’s satisfaction.
I received an alarm system in the mail today from Simplisafe but decided I wanted to return it before I opened any of the items in the box. I was told by the company that I could not return it unless I remembered a safe word I used several years ago! I have no idea what that safe word was. A supervisor then confirmed that I could not return the item until I remembered the safe word from years ago. I have never encountered such difficulty when attempting to return an item I just received.
I purchased a SimpliSafe system for my ex boyfriend in 2018, and *** constantly being charged $5. I have made multiple credit card disputes and yet I still keep getting charged $5, which I then have to dispute once again. I have already tried calling SimpliSafe to no avail, saying that they cannot remove my credit card information from their system without the owners consent which I no longer have any contact with. I have changed my credit card multiple times and somehow they still find a way to charge my card.
Hello,Thank you for reaching out to us through the complaintsboard.com. We are currently in communication with you to resolve your issue. You should have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.Sincerely,SimpliSafe Customer Service
SimpliSafe refused to issue a full refund for the products I sent back to them. They have only issued a particle refund. I sent back nearly $1,000 worth of items, however, SimpliSafe only refunded ~$226. Not only have they refused to refund sales tax that was paid, they refuse to acknowledge receipt of cameras + accessories I returned worth approximately $800 additional. It should also be noted that per a phone call recording, SimpliSafe attempted to discount my full refund stating I received a 40% discount when I had only received said discount on a single item. The company has essentially stolen money from me as they refuse to refund the value of items I sent back. Considering they did not issue a refund for nearly 3 months after they received the items, it would seem they were hoping I forgot. Furthermore, considering the company's attempt to further discount my refund by 40%, this company has a pattern of unethical behavior. I sent back 5 smoke detectors, 1 video doorbell, 3 outdoor security cameras and 3 outdoor mounts. However, SimpliSafe states that they do not have a record of the 3 outdoor security cameras or the 3 outdoor mounts. The current retail value of the outdoor cameras is 3 x $189 and the value of the outdoor mounts is 3 x $14.99. With sales tax included that should total over $650. However, I will consider an additional refund of $600 to close this matter.
I have been trying to cancel this service since last April. They charged me a higher rate than I agreed to. They will not talk to me because they say my secret word is incorrect. I have called and emailed and no one will reply to me. Every month I have to dispute the credit card charge and every month they dont respond to my credit card company and they reverse the charge. This is riduclous. Please make them cancel my account.