Avoid Simplisafe—I’d give zero stars if…

Avoid Simplisafe—I’d give zero stars if I could. Last week I called SimpliSafe based on SimpliSafe emails to me saying that my base station at two homes where I have simplisafe installed were not active. I called someone last Thursday (Sep 8), they saw my account which includes 7 total cameras that I bought and had installed at two homes in June 2022. Before the call, I could see all seven cameras and could sign in thru my app. After my call last week, I have zero visibility into any of the cameras yet the cameras still “see” as I get notices whenever any motion is detected. I called simplisafe today and was on the phone for over 1.5 hours waiting for some resolution with two different customer service people. They said they only way I can get back the point where I was before someone at simplisafe “helped me” last week, is to climb on a ladder and physically reactivate cameras. I am not physically able to do that— I had to hire someone to install the cameras when I bought them. After the person I hired had installed them, all the cameras worked and were visible on my phone app. Also, the people on the phone at simplisafe today said they can “see” the cameras and the video from them but for whatever reason, simplisafe can not undo whatever someone at simplisafe did last week and the only solution is for me to climb on a ladder and reset up each of the 7 cameras. I spent over $1200 on the cameras, about $1000 to have a third party install them in June 2022 at which point they all worked. Now I have nothing. I am besides myself at this point as I have had simplisafe for many years and the reps today can see the issue from last week but can’t fix it. I can’t get on a ladder, I can’t hire another person to come out here to get on a ladder, I can’t get a refund on the cameras—I’m just screwed. Not sure what is going on with simplisafe but the service I experienced in the past is no longer there. I have 7 cameras that have been made unusable because of something a simplisafe representative did to my account over the phone. They don’t seem able to fix it, I can’t re-install the cameras due to physical limitations, can’t get a third party to come as can’t afford another charge to reinstall (not to mention the time to wait for someone to come). So now, I have nothing but a bunch of paperweights hanging around my house made inoperable remotely by SimpliSafe. I would recommend taking your business elsewhere as I am going to have to figure out how to do that also. Utterly terrible service.

Simplisafe recurring charges for LIFE. Don't use.

I moved in November of 2021. It's not September of 2022. Simplisafe still charges me a recurring monthly fee for my security system at a house I no longer own. They conveniently refuse to stop the charges because they claim I've forgotten my "safe word." We have not forgotten it. My credit card company has disputed the charges with them multiple times. After the third attempt, we finally had to cancel the entire credit card to stop these charges which was a huge inconvenience. I would NEVER use simplisafe again.

Atrocious customer service

Initially, I made a mistake. When ordering, I entered the shipping address incorrectly. This was supposed to be a trial run for my personal residence along with my two rental properties. I put the correct street address, but mixed up the cities. I received an email that the shipping label was created and noticed the address discrepancy, so I called immediately to fix the shipping address. I confirmed with the representative multiple times that a new label would be printed out and put on the package, since FedEx did not have the package yet. Great! Hung up satisfied with confirmation that all was fixed. A few days later, I received an email stating that my package was being shipped. I checked the tracking information and it still had the incorrect city on it. I called again, and a rep told me that tracking info is wrong and the package is in fact coming to the corrected address. Great! A few days after that, the tracking info says "Delivered" -- nothing delivered to my house, plus the incorrect address doesn't even exist in that city. I waited a little to see if Fedex shows up with it. Nope. Called yet again and a rep says 'Oops sorry, we’ll overnight you a package at no charge!' -- I was very happy with this solution! How great. A replacement overnighted. I should have received the package today but instead I got an email that says the items I ordered are on backorder and won’t be in stock for 5 weeks. I am very frustrated at this point. I call customer service a final time and they cancel my order and process a refund. Although I no longer have interest of using this company, I find it astonishing that they didn’t suggest anything else. No attempt to keep a customer. No suggestion of keeping my order and just refunding a portion. Or instead of waiting for 2 out-of-stock outdoor cameras, cancelling one of the outdoor cameras for now and replacing it with a doorbell camera (which would have been a GREAT solution). But nothing. Zero attempt at customer retention. Train your reps better. I don't blame the reps, I blame management and ultimately the company itself. Currently researching their competitors, but I know that any company I go with will be better than this.

Caution: Returning SimpliSafe Equipment Is Not Simple

SimpliSafe neglected to inform me their cameras only work on a 2.4 GHz Wi-Fi and not on 5 GHz Wi-Fi when I placed my order. I was informed of this nuance AFTER I received my order. Made arrangements with SImpliSafe to send the order back. After 3 weeks and not receiving a refund, I called Customer Service. It seems the refund was on Hold and the Hold was lifted only after my phone call. My phone call was needed to lift the HOLD. Again, I was not informed. I have to wait another 6-7 days for my refund. Switched to ADT and very happy with ADT.

Sadly I have had simplisafe for a…

Sadly I have had simplisafe for a number of years, including their monthly monitoring service. With a completely upgraded system, which sort of works, I have spent many hours on the phone with their tech support, trying to solve the numerous issues with this new version, ALL TO NO AVAIL. The simplistic cameras are atrocious and the app has no concept of what is open or closed. I am looking for my new system, then I will put this where it belongs, in the trash.

Worst customer service I've encountered…

Worst customer service I've encountered in years. Ordered additional sensors and outdoor camera, used a discount code for the order. The SimpliSafe web site accepted the code and said the discount would be applied. There was no discount on the order. Customer service said, "Oh, that's only for new systems...". If the web site accepts the code, you should get the discount. Could not get any higher than first level customer service rep, no manager available. Honestly, SimpliSafe doesn't care about their customers. Beware.

The system has to be one of the worst…

The system has to be one of the worst I've ever had in my home. I Purchased it thinking I would be able to save money, That is definitely not the case they charge very close to what I was paying with My last Carrier. The camera somehow disconnected itself from the app the Window and door sensors do not always make sounds when they are opened. And in order for me to have full access to my application application I have to pay extra money which was never disclosed to me originally when I bought this system. I have 2 indoor cameras that are At least 8 years old and they work better than these newer cameras and they're free And I have full control of my app. I should have never spent close to the $400 for this system it's horrible.

Only works on new construction homes, quite the scam

The customer service is disappointing. Unless your home is new construction, the window and door readers won’t work and they won’t offer any guarantee or fix for it. Not only does their product not work but they won’t accept a return of their faulty products.

Terrible reliability

Terrible reliability - after 4 months we've experience several false smoke alarms and usually in the middle of the night when we are home. A couple of times it happened in the middle of the afternoon when no one was home. We've change out two different smoke detectors and relocated one (even though my previous detector hung there for 20+ years! Simpisafe tried to pass me off to an intallation company to check my system for a fee of $130.00 plus $90.00 per hour if work was required .

Terrible advertising

I don't know who the "actor" is in your ads, but he's been in a rubbish travento and and some other c**p, actually made me go to verisure who's also terrible at advertising Good luck

This system is the worse system on the market

This system is God awful. I spent a significant amount of money for sensors, cameras, glass breakages, and motion detectors. First night sensors dropped off. All throughout winter different sensors dropped signals. I had sensors on 30 windows. At some point, 10 sensors dropped the signal and came back on and continued to dropped the signal. I also have the door locks from Simplisafe. Tonight I went out to look at the locks and the front door is not online, not connected. It said to check the battery, I just put this thing on in May. So it can't be the battery. As I said in the beginning, do not buy Simplisafe. I just spent another $1,800 to put Ring in. I still have to get the locks. We live in another state from where this house is and I like to keep an eye on everything to make sure it's all secure. I can't do that with Simplisafe. If I have said it enough I'll say it again, STAY AWAY FROM SIMPLISAFE!!!

Made up of pathological liars

We’ve had simplisafe for about a year and have experienced nothing but problems. Most recently our smart locked failed to work without any sort of low battery notification. We called a technician for help and were told there it was a product failure and they couldn’t troubleshoot further and that the only way we could get in was a locksmith, which they would reimburse. We had a locksmith come out on a holiday weekend to let us in and attempted to submit the receipt for reimbursement. At that point simplisafe changed their position several times, admitting the technician over promised and could’ve troubleshooted more, but would not reimburse us for their mistakes. We contacted the better business bureau and our issue was finally escalated beyond the standard customer service group. At that point another member said he couldn’t give us the full amount via check, but offered “a service credit for the amount we requested if it would just resolve the issue then and there” which we turned down because it would take 19 months to recoup the cost. Later a more senior member of the team claimed that couldn’t be offered and he shouldn’t have offered that. She said she would review our documents and call us the next day. Over two weeks later we finally heard back from her and got more lies - “he never said he’d give you the full amount. He said 6 months” sorry Sarah but that is actually not the case, and 6 months is LESS than what they offered via check. We’re tired of dealing with these ridiculous liars unable to take ownership of their mistakes and are taking the check and eating the additional $400. Simplisafe also apparently doesn’t know how to cut checks and it will take them 4 weeks to cut a check. We followed up as the 4 weeks is nearly up and now Sarah claims they said 6 weeks. So it seems we're never getting reimbursed. Sarah specifically seems mentally deranged - she is constantly referencing their recordings, but makes up or changes the details of what was said in the recording. I guess she doesn't realize we can record too. DO NOT USE SIMPLISAFE.

Horrible system

Horrible system. False alarms and with one, no one was dispatched. We are switching companies. We've had this system for less than a year. There was no mechanism to escalate to a manager.

While I believe SimpliSafe makes good…

While I believe SimpliSafe makes good security systems. They contract out the installation to a company called On-Tech. Beware of them. When I ordered my system I had 26 items to be installed that were in my package. I was told the first 10 pieces would cost $199 to install, but my three indoor and three outdoor cameras would be at an additional cost, as well as my glass break sensors and motion detection sensors. Long story short the $199 turned into $689.99 dollars for installation. I questioned the cost and told them the figure didn’t match the prices listed on the SimpliSafe site. I was told SimpliSafe had no idea what their charges were and by the way there was a $199 member join fee to get the $689.99 installation fee that was in the price. When I told them I never asked for or approved a membership fee, I was told the would deduct it and I would lose all the discounts and the installation would cost $789.99. So, I told them to credit my AMEX the $689.99 and I would find someone to install the equipment for me. I called SimpliSafe and told them what happened and all they could say was I have to deal with ON-Tech as the third party contractor, they have no control over them. I told the person on the phone you realize they work for and represent your company, right? He said no we sell the product and after that it is on the installers, even if they are not upholding the price we have on our site. I asked to speak to a supervisor and was denied. I was told if I have a complaint call customer service and ask for a supervisor, but I would get the same response. So, I said your supervisors won’t call me, his response was no, we don’t work that way. I called SimpliSafe customer service and the lady was very sorry and offered me a months free monitoring, but ON-Tech is a separate company and they are free to charge what they want, so I told her about the $199.99 membership fee and she was surprised, but nothing she can do, she would however notify her boss as to what happened. Normally, I would have installed the equipment myself, but I am a Veteran and I can’t climb up on ladders due to an injury from combat service. So, a friend is going to install the system for me. My point to all this, I believe both companies lack customer service skills and both have an integrity and ethics problem that they need to work on.

I’ve been a customer for 3 or 4 years…

I’ve been a customer for 3 or 4 years and at first I loved them. My first problem began with the sensors began falling off my windows causing my alarm to go off in the middle of the night. Because of how my windows are made I could not use the screws. So now the sensors become unattached and fall off when I’m sleeping or when I’m gone on vacation and that is nerve racking. My second problem is their return policy. They count it from the time you order not from when you receive it. I recently made a return and it took two weeks for them to get it back then two weeks for them to even process the return, and then I had to call and ask them too. They got it mixed up and kept the camera and my money. Last but not least, I love the outdoor camera in theory. But it has very poor connection problems and I am noticing the solar panel does not seem to be charging my camera. I live in the desert with plenty of sunshine so the problem is with the panel or camera. Their return policy does not give you a chance to realize that is happening. Luckily the camera takes a while to rundown but meanwhile I have a 75 dollar piece of junk solar panel that does not work. If I had it to do all over again I would go with another company.

Would never recommend

Spent $600 on the system and the company wants no part in helping you without spending more money for a less than mediocre product. Do not recommend and to those who have it installed in their homes now…I would highly recommend finding an alternative because it has a short lifespan and they will ask you for more money and no guarantee of a working security system.

Red flag when it was on the sale rack @…

Red flag when it was on the sale rack @ Costco. We just needed a sense of security at home. A nightmare this has turned out to be. We set up the system and everything seemed fine. Within a few months our in home camera stopped working. We didn't complain we just rolled with it. Until everyday multiple times a day we would get constant messages on our phone that states the system has lost wifi and a few minutes later it would regain and we would go through this cycle multiple times daily. We knew our bank cards would be expiring soon. So we decided to not update it and just cut ties with them. Hindsight it wasn't the best idea but we wouldn't have to deal with the hassle of the sales pitch trying to keep us. Today I checked my bank account and noticed somehow they were still charging my card over the last few months. So I called SimpliSafe and advised them that the card they had on file was expired and they were still charging my card. I'm not sure of the first reps name that I spoke with but I let her know I was extremely frustrated entering the call about the way they found a way to still charge my card. She transferred me to cancellations and I spoke with Kristie who led the call with your not gonna be irate and yell at me or I'm going to disconnect the call. As an escalation, cancellations or customer service this is not what she should have led with. That was an immediate trigger so we went round and round about how I hadn't raised my voice. I didn't once raise my voice with her but was argumentative. Yet she disconnected the call. Called back spoke with Alex who sent me to Pamela and she advised me that on Feb. 19 they sent an email saying to update my payment method and on Feb 25 our account was past due. BUT WE'VE BEEN CHARGED EVERY MONTH SINCE FEB WHEN OUR CARD EXPIRED 01/22. The excuse is the bank allowed it to happen, it's automated, as is the email. Which is confusing being they knew the card was expired but still charged us.

Below average products

The products are OK when they work. I've had 3 cameras that haven't worked in months. I've spent hours on the phone with support (who clearly don't care and are more interested in getting you off the phone than helping).

You have been charging me since…

You have been charging me since February 3, 2021 I never fully activated my account I was just following prompts getting it started I never completely installed my system yet I’ve been paying over $500 for nothing I want a refund

Stay away from Simplisafe

Stay away from Simplisafe. Purchased the system and every time we lose power, the system takes a lot of time and effort to get it to reboot. The last time the power just flickered and now the system refuses to reboot. Each time I call Simplisafe, each rep gives bogus reasons as to why this happens. They are now claiming it is my internet provider and I should contact them. Even though I run most of my house using my internet, Simplisafe is the only issues I am having. So it is not the internet. Now I have a non working system sitting on my desk. Ever since I purchased the system, I have had nothing but issues. And the customer service is horrible. Once the rep got frustrated she could not resolve the issue, she hung up on me. Horrible system and horrible customer service.

Security system issues

We decided to get a security system after we had many incidents of random people trying to come to our house, we live in a gated community so most of them couldn't get through the gate but there was a time someone just walked all the way to our house thinking it was someone else's house. We were told this system was great to install ourselves and quick. After having it for 6 months I can give an accurate review. This system sucks!!! I have my listed reasons below! • To load any camera, even with WiFi or 5G, it takes FOREVER to load! It takes so long for the camera to load if someone decided to break in they could and I would never have seen them. Yes my notifications are on but once again I live in a subdivision so it could easily be people driving or walking by. • Half the time I go to look at any of my cameras they are Unavailable to look at. Like what?? I should be able to trust all my cameras can get every single movement. • Relating to my last point. If I go to look at a past video to see if something happened half of the videos cannot be opened. It says the video cannot load because it's been corrupted. How does a security system have a corrupted video? Yes I am aware in certain conditions it's not going to work and I 100% expect issues because nothing is perfect but I need to be able to have fast reliable security to know my home and family is and stays safe. Then on top of everything I am going through they increased the monthly fee to "improve" their systems but I have not seen any improvements since.

Not reliable and doesn’t make me feel safe

Hello, So, for 3 days in a row, I’ve had my brand new base station just randomly disconnect (becomes unresponsive) from the simplisafe app, keypad, and all other devices… Conveniently, this happens at night, right as I’m getting ready for bed and I’d say this has happened at least 3 other times over the month or so I’ve had the system. The only way I can fix this is by taking the batteries out of the base station and then going through the whole device setup process again and again and again.. it’s getting old. I can’t trust this product to protect me or my family if it is going to do this every night. How can you even call this a security system if it just randomly f*** off and stops working whenever it wants? That’s absolutely insane. Whoever reads this message just know I don’t blame you directly for this, but seriously simplisafe, fix your f******broken sh**** software.

Worst customer service I had

Worst customer service I had They tried to add items that I didn’t wanna pay for Didn’t return my calls Don’t use this company

Great system but it took 6 days shipping for 3 day shipping and 3-4 weeks for complete install.

Great system but it took 6 days for 2 to 3 day shipping with installation completed 3-4 weeks after purchase! They don't tell you that part. System cost $350 40٪ off. Plus paid $228 for installation of a 1 bedroom apartment with outdoor camera. They did provide free months of monitoring due to the inconvenience of having to move in later than expected.

Cameras won't connect to wifi

I've just spent hours with the support people on SimpliSafe as I no longer get any notification that people are in our yard or at our front door. So how can we feel safe day or night when the software cannot give us notification that someone may be breaking into our home. Again ridiculous amount of time spent trying to solve the problem without results. Two outdoor cameras would not connect to wifi yet all other of their equipment connected. They blamed it on my router which I have several others items requiring a wifi connection with and those work just fine. They wanted me to change my router which is working fine as that is not going to happen.