Take a look at the last review I gave…This one is worse

Take a look at the last review I gave (2 stars). Simplisafe gave a great and heartfelt response to me initial review, but since then they have shown who SimpliSafe really is..............I have had so many problems with the system cameras, all 5 of the cameras have been disconnected, and I got a complete run around, waiting over 45 minutes on the "help" line that says "your expected wait time is 5 munutes", no one helping with my problems. I have now read many more reviews of this company with complaints of other's cameras not connecting and long wait times or customer service disconnection issues. I finally yesterday, after asking if I could speak to a manager or supervisor and not getting anyone to get me over to one, had a 'supervisor' call me from the Philippines, named JOM, that assured me she could assist me. She promised she would call me today at about noon CA time, which was almost 50 minutes ago, and so far, NO PHONE CALL. WOW, THANKS JOM, SUPERVISOR, if you truly are a supervisor. Crappy customer service and follow through. Anyway, if I cannot work through getting the 5 exterior cameras working again, we will cancel our monthly subscription, try and sell the system, and move onto another security co. DO NOT GO WITH SIMPLISAFE, DO NOT PURCHASE OR SIGN UP WITH THEM.

Over £1,000 invested + £30 per month for completely broken promises and terrible support

I am incredibly disappointed with SimpliSafe and have finally moved to a competitor. After investing over £1,000 in their equipment and paying £30 a month for 4 years for their monitoring service, the system and the company have proven to be a massive waste of money. - Faulty Hardware & False Alarms: The product quality is incredibly poor and feels like old-generation technology. The outdoor cameras are unreliable, and I have faced constant issues with faulty door entry and motion sensors. The worst incident happened when I was far from home: the system triggered a false alarm claiming someone was inside my house. - Useless "Monitoring" Service: When that alarm went off, the response team called to tell me they were two hours away because there were only 2 people covering the entire area. As a paying customer, that is not my problem. What am I paying a monthly monitoring fee for if they can't respond? I had to pay for an Uber to send my own mother to check on my house because she could get there in 20 minutes. To make matters worse, the last few times my alarm was triggered, nobody from SimpliSafe even bothered to call and check on me. - Technical Headaches: The system is just constant issues. I even had to completely rewire the base station while on the phone with a technician and reconnect every single device in my security system myself. - Manipulative & Shocking Communication: When I finally submitted a formal complaint, the handling of it was completely unprofessional. They demanded my phone number which they should already have on file for monitoring services anyway. When I explicitly requested to communicate in writing, they refused to respect my preference. Instead, they used the passive-aggressive and manipulative phrase, “help me to help you,” to try and force a phone call. People have personal reasons, anxiety, or vulnerabilities that make written communication necessary. Forcing a specific channel is intimidating and tone-deaf. Avoid this company. Between the poor gadgets, the nonexistent monitoring response, and the dictatorial customer service, they are absolutely shocking.

Just useless garbage especially without…

Just useless garbage especially without a subscription.

Over charged me for over a year…no refund

This company has charged me over a year after canceling! Conveniently on their app it doesn't show you that you're being charged you don't get any emails or texts so yes it was my fault that I didn't see it on my bank but, I thought this was done! Like most people who left a review I didn't have problems as a customer I'm finding a major problem after canceling. They didn't want to seem to cancel and they sure aren't going to give me any money back not even the last month though I was just charged days ago! Keep my money and I'll look into filing in small claims court and will be warning as many people on as many sites as I can! Had you refunded, AT LEAST, this month, I would have taken this loss, but only adds to the proof, in my mind, that this is a scam and likely happens to many people. Enjoy my money, I want to attempt to take those fund back in reputation, if it saves one person in a tight financial situation from this kind of treatment. To.orrow, I will also be disputing this with my bank, I'd like proof that I didn't cancel, because I will find and submit the date of the call, during which, I cancelled. Everything is set up to get away with this. No billing info on the app, no emails, and no texts showing payments that would alert people to this situation. Now you got my attention SimpliSafe, but I don't think you want it. Is this worth the apology and 30.00 that I should have received? Hope So.

HORRIBLE! Cheap unreliable hardware and the worst customer service ever

Absolutely one of the most aggravating experiences of our lives. DO NOT USE SIMPLISAFE. We have 5 cameras that are NOT monitored by Simplisafe, therefore no monthly fee. The cameras continually go offline despite being on a 2.4 ATT network. They then need to reset completely requiring the removal of outdoor cameras so we can reset them yet again and again. It’s aggravating and time consuming due to NO fault of our own. There is always a glitch with something it never worked for more than a month straight without an issue. About 2 months ago we started receiving notices about not having a payment method on file. Since we do not pay for monthly monitoring we disregarded it. They then saw fit to shut down our account and allllll our cameras and devices. We cannot access anything. Absolutely appalling. This is our families safety they are screwing with. When calling them they purposely put you into a call circle that goes nowhere and you are on hold for 35 min just to be told that person can’t help you. Thats if your call gets answered at all. Their live chat has never worked via their app nor when you call and they request that you press one to receive a text. You never speak to anyone. You then get a text after waiting for 29 min for “live agent” asking “have we answered your question?” Seriously? Never even got an agent. This happened 5x. THIS HAS BEEN 3 DAYS OF TRYING TO SPEAK WITH SOMEONE. Your questions are never answered and you end up going nowhere. I am absolutely done with this company, if this review stops just one person from buying this crap I’ll feel it was worth the time to write this. Awful product with even worse customer service. How dare they screw with our families safety we don’t owe them a dime. We contacted our lawyer who feels that this can be a legal issue as well. They had no legal right to turn off our ability to access our cameras we paid for. I’m an IT expert and my husband an engineer. We know shit when we see it and we already were beyond frustrated with Simplisafe and their cheap unreliable hardware and service. This just put the nail in the coffin. DO NOT PUT YOUR FAMILIES SAFETY INTO SIMPLISAFES HANDS-THEY DO NOT CARE THEY JUST WANT THE MONEY.

Terrible customer service

Terrible customer service, Kept me waiting on hold forever, then said they couldn't remedy my tech issue, and without warning transferred me to an outside contractor. Contractor came to my home the next day and couldn't fix the problem, and charged me $159.99 anyway. I called Simplisafe again, and they eventually were able to fix the problem over the phone. I asked for a refund (or at least a credit) of the $159.99 that I wasted on the outside contractor, but they refused.

After having the SS system installed in…

After having the SS system installed in my home for about 5 months with monitoring and 5 exterior cameras, everything was going well, then I get onto my camera to check some things, and there has been a trouble on my system for past 12-20 hours, and all my cameras are disconnected......no phone call from the monitoring office I pay every month for...I call to help me troubleshoot the camera s with SS saying there is a 5 min wait to talk to an agent.....I have waiting for 39 mins with no response yet....WOW....

Mediocre product at premium price

Setup was easy enough but the app is very basic and camera + doorbell functionality a lot worse than others. They also push constantly for upsells to monitoring. For a premium price, this isn’t worth it, much better options out there

The most shittiest system i have tried

The most shittiest system i have tried. connection, servive, quwlity, quality, fake advertisements, over advertised. no wonder they sell used ones for penny on a dollar, cause its a freaking joke..... I’m giving you the details you asked for because I’m an actual customer who spent a lot of money on this system, and I’m honestly shocked at how poor the camera quality is. The biggest issue is the video quality. The doorbell camera is so blurry that you can barely recognize a person standing only a few feet away. Even at around 5–10 feet, faces are unclear. That defeats the entire purpose of a security camera. The outdoor Gen 2 cameras are even more disappointing when you zoom in. At only about 10–20 feet away, you cannot clearly identify a person’s face. If a car drives by, zooming in fully still does not let you clearly read a license plate or even identify the make and model of the vehicle. The more you zoom in, the worse the image becomes. What makes this more frustrating is that I still own one of your older first-generation wired indoor cameras, and honestly, that older wired camera seems to produce better zoom quality than the newer “AI-powered” Gen 2 cameras. The newer cameras may recognize humans vs. animals, but what’s the point of AI detection if the image itself is too blurry to identify anything important? Before blaming internet speed, I want to make it clear that I use 5G internet, and my cameras are installed very close to each other and close to the router. This is not a weak Wi-Fi issue. The poor quality is coming directly from the cameras themselves. I spent roughly $2,000 total on this system, including sensors, cameras, and accessories, because your products are marketed and priced like premium security equipment. But after installing everything, the actual experience feels extremely low quality for the price. What really opened my eyes is seeing how many people are reselling entire SimpliSafe systems online for almost nothing. I’ve seen bundles with multiple Gen 2 cameras, doorbells, locks, and sensors selling for around $100 total because people simply do not want to keep the equipment. Meanwhile, I own a cheap children’s camera that cost around $25, and the video quality on that device is actually sharper and clearer than these expensive security cameras. That should not happen with a premium alarm and surveillance company. I ended up buying Google cameras because I could no longer tolerate the blurry image quality from SimpliSafe. I regret spending so much money on this system, and that is why I left the review I did.

Have had the service for multiple…

Have had the service for multiple years, only to find out that they claimed I had two base stations and they had been billing me for two monitoring accounts for over two years! No help from customer service, said he didn't know if I had one in the garage or basement but he knew I had two. Bad, bad service! And no help in resolving it!

Unfortunately it will fail and is dangerous to use for home security

Well you think you can trust it you can't it will lose even the most powerful 2G router connection that's right beside it! You will have to do a hard reset and reinstall the thing again tried this on three different homes and every single one of them has failed. You're not able to connect to it anymore and if it's in a way i o w alarm mode the only way to stop the blaring is to smash the heck out of it or put it under a bunch of towels so it doesn't ruin your ears and press the reset button on the bottom to do it total hard reset. I really wanted to be able to depend on these guys because of how bad the ring alarm system is. That one it will not let you use it unless you subscribe to a monthly fee. And if you're out of town trying to monitor the system through Wi-Fi you won't be able to you won't be able to change the states of it either.

AWFUL!!

AWFUL!!! we’ve been with them for years now & i finally had my last straw when i called to figure out why im having o many issues & the guy basically couldn’t tell me why said he could send me new equipment once again because it’s covered under warranty but that’s already been done twice.. it still sucks. when i signed on with the company back in 2019 it was top of the line i loved it but over the years its slowly gone to absolute shit, my sensors don’t chime even tho the sounds on, the base is constantly disconnecting from wifi, our doorbell camera caught every move our flag made but when we actually needed it to see if a package was left it couldn’t connect. i could go on & on about how bad it’s gotten &the price only continues to go up. but when the guy trying to keep me with simplisafe basically laughed at me &said “we will see how alright you are” when i said i was gonna shop around i was all set. you are not gonna be condescending to your customers.. that’s just a big fat hell no.

Trying to cancel the subscription took…

Trying to cancel the subscription took me nearly an hour. You cannot cancel through the app or the website. I decided to cancel through chat which was an option. After 30 minutes of trying to cancel through chat the agent stopped responding. I had to call customer service. I told the person on the phone that the chat wouldn't let me cancel the subscription. He said it's impossible to cancel through the chat and the only way to cancel is by calling. The person on the phone needed so much information before he could cancel the subscription. The company purposely makes the effort to make cancellation a hassle. It should be illegal. I can cancel any other service such as Netflix just by clicking a button. Don't reward this malicious company by giving them your business.

This is an unethical company

This is an unethical company. I purchased their system for use as security cameras. I was using the system to alert if movement was detected and it kept a video record that I could view for 24 hours and download at no extra charge. A year after purchase the company changed those terms to require a monthly subscription. I complained and told them I would not have purchased the system with those terms and requested they grandfather me as an existing customer. They refused but offered to take the cameras back and provide a full refund. They provided a return label and confirmed the receipt of the equipment in February but I still have not received my refund. I have spoken with a dozen customer service representatives and received numerous promises but no refund. Each time you call the customer service representative is not able to view the history of your account or complaint so the call takes an hour of your time. This review box is too limited to provide the details, but buyer beware, this is a dishonest company with the worst customer service platform I have ever experienced! I think their strategy is to give you the runaround until you give up. They now have the equipment and my money. Seems my only recourse is small claims court.

I have had an ongoing issue with the keypad

I have had an ongoing issue with the keypad. No matter how many times I change out the batteries an error appears that I have a low battery. I’ve called SimpliSafe customer service and they have replaced the unit, but I am now going on the third one within a month. It is very frustrating and come to find out they are sending me refurbished units. Plus on top of that I have to pack up and mail back the bad unit. I need them to give me a solution not just keep sending me bad units.

Returned the equipment and cancelled…

Returned the equipment and cancelled the service before I opened the box. The installation company they referred me to couldn’t understand my questions and after 2 representatives I called Simplysafe to assist. They said there was nothing they could do and I could cancel. They couldn’t call to assist and took no responsibility for the quality of the service they referred a new customer to use. Horrible business ethics “nothing we can do” right at the start didn’t sit well with me.

Scam

My base station stopped working and I have tried to pay for a replacement base station. The "live agent" is clearly AI as it has given me two wrong numbers for customer support and keeps telling me the numbers are correct. The chatbot is "not authorized" to order a replacment base station. Sounds like a money grab to get us to buy a package.

I wouldn't recommend this product to my…

I wouldn't recommend this product to my worst enemy. You would be better off just lighting your money on fire. Smart lock jams or dies constantly. Cameras never work when you want them to. Prices continue to just go up with no improved service.

Video Doorbell is JUNK

My door bell does not alert me when someone is at my door. after several discussions with customer service. it still not working properly

Lack of true concern when needing support.

Company has gone downhill since I originally got them about 10 years ago. Higher cost for the exact same service. Customer support is only available via a phone call; no email support for minor concerns, adding any additional equipment to your existing system is no longer available in your customer portal, you have to call. Speaking to customer support is just talking to a robot reading a script. Supervisors do not have any true concern. Explain an issue no matter how small or big and all you get is a lack of true concern and "um hum" as a response. They just don't care! On response to adding equipment in the web portal: No You Can't! It use to be there and now it is gone. It is still available in the app. Fix your website!

After purchasing a new series 2 outdoor…

After purchasing a new series 2 outdoor camera, and solar panel several weeks ago...still having issues with solar panel keeping battery charged. Simplisafe has sent me a new battery, solar panel and recently a new camera....still not keeping battery charged. I have to replace battery at least once a week to keep online. Customer service reps are hard to understand and make me repeat the situation over and over again...they don't seem knowledgeable of the product they represent. Very frustrating considering I have 2 other outdoor cameras that run off of solar panels that don't give me any issues with batteries dying at all since installing them years ago! These are also simplisafe cameras , batteries and solar panels...1st series. Maybe simplisafe should stick with original cameras and give up on series 2 products.

What are the major problems that you…

One of the major problems is that you cannot activate the panic alarm through your phone app. If you’re traveling away from home and you see someone trying to break in on your camera it’d be nice to activate the alarm system so the sirens scare them off before you actually smash windows or door . It especially seems like a good idea as in my city of Seattle the police are not even responding anymore to home alarms because there are so many false alarms. I know SimpliSafe would like to have us pay more so their people can monitor our cameras, but let me tell you the idea of someone monitoring my cameras creeps the hell out of me, so just give me the ability to set the sirens off if I see a problem

Solar charger replaced 3 times and still haven't gotten one that works

We have had 3 cameras with solar chargers that have worked flawlessly for 3 years. Six months ago we bought a new camera and solar charger. The camera works fine but we are on the third solar charger replacement and none of them have worked!! Ready to trash the whole thing!!

None of their phone numbers work…

None of their phone numbers work anymore. You can't call anyone. It appears they want to take care of you only through AI or chat. After wasting a lot of time on chat with someone (after I got the AI chat to finally get me to a human) and them giving me more numbers to call (that didn't work), they finally took my number and told me someone would call me today......they didn't! I guess I need to find a better company.

Cameras are always loosing connection

Cameras are always loosing connection. When I try to view camera live it cuts out and goes offline. This is extremely frustrating especially when an alert is triggered. There are many other systems out there that are less in price and better functionality.