Customer service is very very poor

Customer service is very very poor I ordered some parts he charged too many times in my credit card. So every one watch your credit card account.

A dangerous choice

The cameras don't work. The ordering and billing ID a disaster and they are not transparent with their customers. Their equipment is effectively useless if you can't download the firmware and you can't download the firmware because their account information and customers service is messed up. They are NOT who you want behind your fire alarms. That's for sure.

Outdoor camera never worked properly

Outdoor camera never worked properly. They kept sending replacements which never worked. They wouldn’t refund only replace - and each product failed. I spent so much time on the phone trying to troubleshoot. Their products do not work. Their customer service is ineffective. Avoid.

Spent 25 mins on hold - terrible service.

I just spent 25 minutes on hold with a customer service rep trying to cancel my account. I asked the question about giving a 30 day notice so that I didn’t get billed again. Because I was just billed two days ago for the whole month of December. She left me on hold for 20 minutes and when she came back, she asked me if I had any other questions, and then proceeded to tell me that it was canceled SoI just paid for a service that I will no longer have for the reminder of the month I paid for? Which was the exact question I asked her at the beginning of the conversation. she said that she explained to me—she did not. Just frustrating when you’re on hold for more than 20 minutes without anyone checking in and it’s a security company to boot. Doesn’t leave me feeling very secure. The equipment is junk. It’s all outdated and the quality is awful. I replaced everything with blink and a pay 1/3 the price if that with excellent customer service and up to date technology.

Never worked properly always hassled to reset system

First of all to get a working system on all doors, windows and entry points cost a fortune. Cameras would not connect - constantly hassling with them to get them to show up on the system. I was in an are where new construction was happening and wanted to keep the cameras on the area to record thieves - never worked consistently. I eventually Upgraded to new wireless cameras thinking it would help maintain connection to the base station. Got worse with their newer base station and new cameras. I finally realized I was serving them (by constanly buying new door sensors, and replacing their dead batteries at my expense of time and money) and Simplisafe was doing NOTHING for me. The doorbell camera quit working and that was the last straw. I cancelled after 2 years of a complete waste of time and money...thousands of dollars.

So I have had my system for about 8…

So I have had my system for about 8 months. All the sudden the camera kept going off and base station saying wireless service interrupted. I did everything I could on my own to troubleshoot and then called. I spent 2 hours on the phone with a tech troubleshooting to them to come to the conclusion the base station wasn't working. She said she would place me on hold and check on sending me a new base. She then came back and said I would have to speak to a account specialist and they would call me back in the morning at 9 am. I waited till 11 and still no call, so I called in. I was told I still had to wait for a call that was 3 hours ago and nothing. I am canceling and going with Cove.

Nearly impossible to cancel

Nearly impossible to cancel. They force you to call them, but then they make you wait on hold, give them a password over the phone (wild), and try to upsell you. I removed my credit card from the account and they kept billing me anyways! I charged it back and they claimed to have no record of me asking to cancel. Their products aren't even all that great—the devices are finicky and don't always detect a door opening, which defeats the purpose of a security system in the first place.

Bought a complete system including…

Bought a complete system including outdoor camera. the outdoor camera has been very problematic and can't show remote video claiming a bad connection. A EUFY brand door bell camera on the same door easily streams video over the same network connection, so the Simplisafe cam just doesn't work. The camera then fell off and shattered, due to the poor design of the mount. The vendor sent me a new mount but not a new camera. When I tried to get a new camera they wouldn't ship it claiming they had already shipped it, when in fact they had only shipped the mount. Poor quality products, even worse customer service.

Ordered the new system 60% off with one…

Ordered the new system 60% off with one free camera I did not receive the one free camera called simplisafe they refused to send me my one free camera

Terrible customer service.

Terrible customer service.

UNWANTED PROMOTIONAL EMAILS

I am in the UK and made an enquiry via Google and filled out a short questionnaire not realising I was on the US site. Unfortunately I am now receiving unwanted daily promotional emails which I cannot unsubscribe from. There appears to be no such option and I’m thoroughly fed up.

SimpliSafe used to have a great system

SimpliSafe used to have a great system. My old system had one of the smoke alarms fail and they said they could no longer replace it because it was too old so they sent me a new system, however they decided to use very small batteries in the new sensors, they disconnect all the time and if you're away from your home for an extended period of time you can't go back and change the batteries all the time. Tech support was really able to help me get the new system set up because I was unable to get the system to recognize the sensors at a distance of 40 and 90ft. it didn't want to make connection to the outdoor sensors at all so I move the base station to a window where it had a direct line of sight to all of the sensors. Tech support had to turn up the game so that the sensors could connect. they worked for a week or 2, but as soon as those little button batteries start getting low they disconnect and you get a text from them saying sensor error. Then anywhere for an hour to a half a day later they may reconnect and you get another text saying sensor is restored. If you change batteries it usually resolves the problems but the battery is only last three to six months they're just a tiny 3032 button cell. The old system was much better and had a battery at least 10 times the size that would last for years and you never had sensor errors. I've called tech support for help they're not able to do anything to improve on it and I asked if there's any type of a battery placer that I can plug in so that I have power to the sensors all the time they do not offer one and they have no plans at this point that I know of to improve the quality of their poor sensors.

Simpli a terrible choice

No timeline of sensor events unless you use the stupid secret message which disables the base station functionality (alerts, door open beeps, etc). This means you don't know if or when any sensor was activated. Kind of makes an alarm system worthless. Also Simplicrap does not play nice with ifttt or any smart home or automation. There is also no api to compensate for the lack of features and functionality. What you get is REAL cheap, however they charge you as much as a serious alarm company. But don't be fooled, Simplicrap is as bottom to the barrel as you can get when choosing security companies. Look anywhere else for a real alarm system!

Not what its hyped to be.

I signed up for their system in 2 of my homes. Met install tech at 1st home. It took him over 4 hours to install it with continued difficulty. Second home install took 90 minutes. Both worked. Next morning 1st home install completely down. Not connected to internet and many batteries low. NEXT DAY! I called Simplisafe for help. They only offer lip phone service after the sale. They will not send a tech for any amount of money. Am a senior citizen who can't climb ladders and is not tech savvy. Pre-paid them over $1,000 in advance.

Tried using this company's product…

Tried using this company's product (video doorbell) for about a year and overall am not happy because of two major factors: 1). SimpliSafe doesn't offer free recording. Not even limited recording is free. You have to pay an overpriced monthly subscription fee when many competing options offer limited recording for free in the cloud or with an included external hard drive. 2). SimpliSafe spams your phone with marketing and advertising notifications that can't be turned OFF. Apparently, during some brilliant internal meeting at SimpliSafe, they thought fooling customers into thinking they have a security alert on their phone is a great way to market services or products to them. And to top off the stupidity, they intentionally don't let you turn marketing notifications OFF. Because of this, I won't be buying any more products from SimpliSafe and will be replacing the doorbell with a different product and service that's more customer-friendly and affordable.

SimpliSafe simply Spams via mail

SimpliSafe sent me marketing materials via mail on 4 October 2023. I called their customer service a day later and asked to be removed from further marketing stuff. The representative said there's no option to do it on his end. Well, luckily there's an online option to review companies that mistreat people, and you earned this one guys.

I have had 4 SimpliSafe systems over…

I have had 4 SimpliSafe systems over about 10-15 years. At first they work fine but the company grew. Gave its monitoring to someone else and it went to heck from then on. I get texts that system isn’t working so I call. On hold for ever then get someone who can’t speak English and tells me my system is to old and they can’t reset it unless I’m there. Well what if I’m not there. If I’m there why do I need a system. What a joke. Charging to much to get nothing.

Base station kaput

Delivered fast - stylish and well put together pieces.- that didn’t work out Of the box- apparently after 20 minutes it was determined that my very stylish base station was shipped without its firmware. Very disappointed and a bad way to start a relationship. They need to to do better.

Bait, switch

As soon as I signed up for SimpliSafe they started trying to raise my monthly rate. I called and complained and they would give me a couple months for free but after that they continued trying to raise my rates. I called and canceled my service and now none of my equipment works. The cameras stay on and open and the motion detectors stay active. I can also no longer turn my alarm on or off on the application on my phone. It all has to be done manually. The system basically doesn't work anymore so I've had to take everything down. I'm sure they do this on purpose so that they can make you sign back up for monitoring service but they charge so much that I can actually hire a real security service now. There's no point in sticking with this company.

Service is very bad

Service is very bad. The customer service agents seem to be in a call center overseas. I've been with them for a little over 6 years now. I wish I didn't have so much invested in their system. I would like to switch companies.

There is a lot to like about this but...

There is a lot to like about this system but there are some real shortcomings buyers should be aware of. I replaced 13-year-old system that had an ancient GE Simon XT control panel. But even 13 years ago while sitting in the house with that system unarmed, I knew exactly what sensor tripped when a door or window was opened. It would say “garage door” or “patio window” which, if you’re not expecting someone entering your home you knew exactly where an intruder might be entering. The SimpliSafe system only sounds a tone which is of no help at all. If my ancient XT could speak, so should my newer system. This lacking function seems to be on many of the forums addressing SimpliSafe. And really, how hard can this be to incorporate to a system that already has a voice. The second shortcoming is when an alarm is triggered. With SimpliSafe I receive a push notification that sounds like all my other push notifications – a bing. Now if I am busy or in a noisy environment, I am likely to miss or ignore the notification. With my old system when the alarm was triggered my push notification was a loud klaxon horn – hard to miss or ignore. Again, can this be that difficult to incorporate? Third, sensors tend to stop communicating with the base unit for no reason. Never had this with the old Simon XT. I am saving $45.00 a month with this system, which is why I changed. But had I been aware of these shortcomings I might have chosen a different service. I have had this for about 4 weeks. It’s OK, but unimpressive because of the lack of simple technology.

Disastrous Experience with SimpliSafe

I recently made the unfortunate decision to invest over $1200 in a SimpliSafe security system to ensure the safety of my family during my upcoming deployment of Armed Forces. While their sales pitch was convincing, the reality of their product and customer service has been nothing short of a nightmare. Firstly, the system I purchased turned out to be defective and failed to function properly. Dealing with their customer service was an exercise in frustration. They seemed more interested in diagnosing their profit margins than addressing my concerns. Instead of promptly offering a replacement, they wanted to jump through hoops. In an attempt to salvage the situation, I decided to return some recently purchased additional equipment. To my dismay, I discovered that SimpliSafe doesn’t offer a straightforward return process. This added another layer of frustration to an already aggravating experience. During a chat with a customer service representative named Ms. Marie, I found no solace or assistance. It was clear she had no understanding of the urgency and stress I, as a customer, was facing, trying to secure my family’s safety before I leave on my deployment. To make matters worse, Ms. Marie refused to provide me with her supervisor’s contact information or offer any meaningful help. I implore anyone reading this review to avoid wasting their hard-earned money on SimpliSafe. Spend a little extra and purchase from a reputable company that stands firmly behind their products and services. I am actively seeking a way to share my chat logs with SimpliSafe supervisors or whoever handles customer’s grievances. I am sure their customer service operates from outside the U.S. This has been a distressing experience, and I hope to save others from a similar ordeal.

Just when you need them, THEY FAIL and don't stand by their product

Had this service for 2 years. Cameras seemed to work fine. Our mail lady was mugged and robbed one day. Federal agents knock on our door and ask if we have footage from 11:45 to 12:45 pm. We did have motion sensors that went off multiple times but the videos were black. I called in and spent over three hours total on hold only to find out our base station needed a firmware update (no fault of ours per the tech lady on the phone as we were never notified). I was furious. I demanded a full refund of all the money we've ever paid these people. Nope. Best they could do is an $87 refund. We've paid thousands of dollars to this company and right when we need them the system fails. Of course we cannot get a refund because it is over 60 days. Sorry our mail lady didn't get the crap beat out of her by lousy criminals sooner! The agents kept asking the same questions over and over again and made me feel like crap for even trying to have them make it right. The agents confirmed they do not have the tools to help when this type of situation occurs. I would never trust this company with feeling safe about anything. TERRIBLE EQUIPMENT AND WORSE CUSTOMER SUPPORT. THEY ARE STEALING YOUR MONEY! SPEND LESS MONEY ON ADVERTISING AND MORE MONEY ON TECH AND MAKING SURE YOUR CURRENT CUSTOMERS SYSTEMS ACTUALLY WORK! PURE LAZINESS AND GREED ON ACCOUNT OF THIS COMPANY.

Terrible Customer Service

Simplysafe customer service was incredibly disappointing. I was charged for a false alarm in the middle of the night while I was sleeping upstairs since their alarm signal wasn't loud enough and no one in my house heard it for 2 hours. I called to ask if they could credit my account the $115 charged by the police department since they had to come out and Simplysafe refused. I've had other alarm systems in the past and it never occurred to me that the one Simplysafe uses would be too quiet- most are ear shattering! I had to contact them to order an additional siren for my upstairs even though my house is only 2000 sq feet. They should have credited me this money back to me for a 1st time false alarm since it was impossible to hear it- but instead they have lost a customer. Incredibly disappointing.

With great dissatisfaction

With great dissatisfaction, I read from an email that SimpliSafe is raising its prices again! If left unchecked, these price increases could become long-lasting. The first increase several months ago was acceptable since it had been several years since an adjustment had occurred. SimpliSafe has a good product, but it does feel like they are tone-deaf and jumping on the “supply constraints” rationale so many companies are doing to squeeze the customer. As such, a 20% increase in just six months is objectionable for no reason other than principle. The perception is it’s greed in the simplest of terms. Their decision to raise prices may be best for the company, apparently made in a vacuum. Still, I am sure other customers are equally dismayed. I can only surmise that their decision to raise prices is competition due to lost market share from Arlo, Ring, Nest, or Wyze. SimpliSafe assumes they know what I desire in my alarm system and, therefore, charge me more for additional add-ons I did not ask for. Naturally, I expect them to respond that they give me value, a return on my investment, and choices that best serve my needs. But two increases amounting to 20% in less than a year is unreasonable. As consumers, we’re already nickeled and dimed and have been from every facet of the economy for the past three-plus years. The distressing movement of frequently raising prices spills out in every corner of our economy and with dramatic, adverse effects. It’s unfortunate to think SimpliSafe is another opportunistic company capitalizing on the hysteria. So, suppose SimpliSafe had not been presumptuous in assuming that I’d eagerly hand over the additional $2.00 per month and instead stabilize the fees for more than a minute. In that case, I may have considered absorbing the increase - again. On the other hand, I will adjust my plan accordingly and appreciate an immediate 67% in savings. ************* Update after contacting SimpliSafe to change my plan: The exceedingly polite and professional agent offered a significant discount because of my long-term relationship with them, but it was only six months. She stated they have received many complaints about the price increase. If I accepted, I would be back to square one come February 2024. I respectfully declined and downgraded my plan.