The system is garbage

The system is garbage. I have had nothing but trouble with it in the two weeks Ive had it. Major connection problems with the cameras and the base station and keypad constantly lose connection. And they are 3 feet apart. The monitoring service is excellent. But the system is overpriced and not even close to adequate. The cameras are held in by a magnet. A rock can knock them off the side of your home. Just a dreadful system.

horrible customer service

horrible customer service

Terrible customer service

Monitoring service is excellent. Customer service and order processing is awful! Placed an order on 5/27. On 5/28 I received ship notification and tracking number. As of 6/2 the item has not arrived at the USPS for shipment. I requested an online chat and 4 hours later still haven't been contacted. Call and customer care confirmed it was still in the warehouse pending shipment. Talked to customer care supervisor who had more excuses than solutions. Im on the verge of changing to another service because of this level of service.

Customer Service failure 3 times over

I ordered an upgrade for a system, but then my husband discovered that he had been charged for 1 year for a service our old equipment didn't even support. Based on that, I called customer service to cancel the new order before it had even shipped. The order was *not* cancelled, and went ahead and shipped the next day. So then I went ahead and printed the return label and took to Post Office. Still waiting for my refund 10 days later. SimpliSafe customer service refuses to help. Bad experience not once, not twice, but three times. If all goes well, it goes well. But if it doesn't, you're unlikely to get much help.

Wouldn't recommend. Lots of connectively issues. Meh system.

The base station cant stay in contact with the smart locks so kind of defeats a major purpose of the system, my door is barely 20 feet from the station as well. No options for multiple stations or repeaters to fix this issue. The alarm is also pretty quiet if you don't live in a rural area, they boast how loud it is but 85 decibels isn't that loud in reality when you live in a city. I can barely hear the alarm upstairs in my bedroom. My smoke alarms are much loader. Its an okay system but not nearly as good as a hard wired system would be.

Do not trust this company

Do not trust this company. They may have been good in the past but they have changed. No longer care about their customers. They've sold out.

Worst experience ever with a company

They say that they give you lifetime warranty But out of 3 times trying to get a new working replacement smoke shipped right This company failed so bad that a kindergarten kid can learn and do better They even shipped a replacement to and old address on one of the occasions when they clearly knew that that address was not the active service location And I still don’t have a new replacement smoke detector If they would listen and do things better they would have more customers but they don’t pay attention or care Still don’t have a warranty replacement

Been a customer since 2017...no…

Been a customer since 2017...no longer......they changed recently when Adobe dropped coverage....so now after : 1) 3 hrs on the internet, 2) an hour on chat, 3) and 45 mjns on the phone and ALL THREE GAVE UP ON A SOLUTION TO AN ESTABLISHED CUSTOMER..... I SUGGEST YOU LOOK ELSEWHERE FOR COMPETENT products and later for competent customer service. Simplisafe fails in both! After Simiplisafe useless reply, my original post stands as written: look elsewhere!!

The only reason for two stars is they…

The only reason for two stars is they are polite on the phone. Twice now, in less than a years time, I have had mystery charges added to my credit card. Two months worth of Security Camera charges even though I do not have such a camera. On hold now with the THIRD rep trying to get my credit card credited. They act like you are lying when you tell them you never ordered their add-on services. I self monitor. There should be no monthly charge. I guess I alway will have to be vigilant and really you should not even have my credit card number because you have no reason to charge my account.

Picks up cats and alarm not loud enough!

Not currently happy. They said the motion sensors would not pick up pets. It picks up my two small cats nightly. You can turn down the sensitivity so we put it on the lowest. It now can’t pick up humans! Four of us the other morning having breakfast and dancing with kids didn’t pick us up! What a waste of money. Also one night the alarm went off due to cats… it’s that quiet it didn’t wake us up!! Phones on silent it went to my parents who drive over at 4am to see if we were okay!! Again you can turn up the volume we checked it, it’s on the highest. Another thing there is no external alarm with a light to show you have an alarm… I live in a high burglary area… need a light out side to show we have one! Only good thing is all the door and window sensors work well. Don’t think I would recommend.

Do not purchase their equipment or…

Do not purchase their equipment or their plan, they are the worst company out there, increased their price, unknown dispatches while the key fob is not working, moreover they are selling their equipment, but you can't monitor your cameras with the app free, despite there very cheap camera with free app on Amazaon.

Expensive and bad value

The SimpliSafe app is very basic and buggy, for which you have to maintain an expensive subscription ($27.99) to access most of the basic functions. Finally, SimpliSafe makes it difficult to cancel. You have to call them on the phone (despite being able to sign up online) and are goaded into staying. It's not worth the money or hassle.

It works ok and would be worth the…

It works ok and would be worth the money. But if you ever lose power be prepared to start all over. Lost power twice and had to contact them. They couldn't resolve the issue. Basically you have to reset all cameras and base station. Usually takes about an hour and that's not guaranteed to work. It did the first time. But here I am again trying to make it work after a loss of power. I would not suggest it until this issue is resolved.

RAISING PLAN $3 OWNED LESS THAN A YEAR!

I chose this plan and purchased their equipment due to the reasonable price. I've owned less than a year and they just sent an email saying they are raising their monthly service by $3.

A big joke

Uh no. They offered me “free installation” then explained that this means it’s free because it’s self installed by me 😒. Please process my refund and keep the jokes for the comedians.

My kingdom for actual customer support.

The system itself has been trouble-free. After a few weeks after we installed the system, I noticed the app was requiring me to login, out of the blue. Then I couldn't login on my PC. After confirming that my password and email were correct, still no joy. Called their tech support and was told "there is nothing I can do" by their tech. Once locked out, even the company techs cannot fix it, override it or change it at all. Excuse me?! SO now I cannot remotely protect my business and must wait 24 hours to try logging in again in the hopes their system allows my back into my own account. Helluva way to run a security company. Should have gone with ADT.

Finally just got a new bank card…

Finally just got a new bank card because they have been billing me even though I have called and closed service twice. Very difficult to get ahold of anyone!!

I’ve had SimpliSafe for two years…

I’ve had SimpliSafe for two years. I started out in an apartment where I already mostly felt safe. The installation was really easy. It came in nice packaging. The one time we accidentally triggered our alarm, we happened to be connected to an amazing C.O.P.S representative. He was hilarious and very helpful. Those are the only things I enjoy about SimpliSafe. Here’s the bad. It is constantly disconnecting. I’ve had my base station disconnect several times and my camera… we’ll forget it. My camera is mostly disconnected. I always thought it may have been my wifi. So we moved to a house and this time we pay for much better internet AND we store our SimpliSafe base station right next to our internet modem and the camera is approx. 2 feet away from our modem. Even still, the camera is disconnected most of the time. It always cuts off the recordings that it catches at random times. It’s extremely unreliable. My entry sensor only activated sometimes. SimpliSafe is essentially useless. I pay for security not for “easy set ip and modern devices”. I will be switching to Vivint this year.

This company and their technology is Simpli Not Safe

This company and their technology is garbage. The app rarely works. My system routinely lost contact with their servers. It took 3 months to get my base station to connect to their server, and then they admitted that I could order a different cell card for the base station, thus calling a different cell company. The paid monitoring service is a joke. Their only job is to call you when the alarm is triggered and I get a call 15-20 minutes later. I purchased a new system and 1 month later this unethical company totally updated their system with newer and more powerful (according to them) hardware; then proceeded to tell me I could upgrade by buying the new system for 10% off. SimpliSafe my behind. ——————————————//// Your reply…. Means nothing. SimpliSafe did wrong and you know it. Your greed driven behavior to a new customer was despicable. Call your team? I already know your doublespeak.

Service is always going down and when…

Service is always going down and when you call them they want you to go through 500 steps to reset it never once have I done any of those steps it just resets on its own so it has to be something internal with them worst service iPad

No battery doorbell & cam

No battery doorbell & cam. You must plug in or change the outside doorbell. I have to change whole system. Do not buy if you live in an apartment or no cables outside!!! Such a waste..

Lies and Liabilities

I'm not sure I've heard one truth from this company since I first contacted them. When I tried to order the system originally, I asked SPECIFICALLY how the outdoor cameras were secured to the house. I was told it was attached by a magnetic system. I asked what was supposed to stop someone from coming up and pulling it off and running with it. I was told, by their customer service, not to worry, because that couldn't happen--it was secured more thoroughly than that. Even ordering the system was a nightmare. The online portal would not properly apply the discounts advertised, and I ended up having to call in and spend an hour on the phone to have the discounts actually applied. When I received the products themselves, they were all haphazardly chucked into the shipping box, some of them even spilling out of their own individual packaging. I received the equipment, and upon attempting to install it, I discovered that it was not remotely secure. You can, in fact, simply pull the camera off of it's magnetic dock, (which is itself twisted onto an incredibly flimsy plastic mount,) and run with it. There is no tracking on the camera, or GPS, so once it's gone, it's gone. There is no getting it back. Some security system. I called to return the equipment--a system that can't even remain secured to the house isn't a security system, it's a liability. That may have been the easiest part of this entire ordeal. They sent a label, and I shipped the return off on a Monday, scheduled to arrive that Wednesday. A week later, they still "had not received" the return. They told me to call back in another week. I called back a week later, and they told me that they still had not received it. I asked them how that was possible. Suddenly, they told me they actually had received it, and that they would issue my refund. I don't know why I was lied to in this instance. This is two weeks to the day after I originally shipped the return. They told me that I would receive my refund within 7-10 business days. Today, two weeks to the day after I was told my return had been processed, I called again, as I still had not received my refund. They told me that it had been processed on the 13th. Today. I asked what time. 40 minutes ago, they said. I asked when I could expect my refund. They said another 3-5 business days. I asked why I hadn't already received it when they told me 7-10 business days. They could not answer. I asked when they had actually received the return package, knowing that it has already been sitting in their facility for 2 weeks minimum. They could not answer, saying the only activity date they had was for today. It appears to me that this isn't actually a reputable company--it's actually 3 people sitting in a basement answering phone calls, lying to the person on the other end, and not actually doing anything involving any of the equipment. Don't waste your money, and more importantly, don't waste your time. I've lost no fewer than 3 hours of my life to this company from start to finish, and I still don't even have my money back.

Great Concept But Terrible Service and Employees With No Knowledge

I love the overall system. However, customer service is terrible. I was trying to add the monitoring package for up to 5 cameras and they were billing me but the cameras would not record. I returned almost $300 in products and they only refunded me half the money until I called. I spent almost 2 hours on the phone with 4 different people at that time getting the refund, trying to straighten out the camera recording service and they deleted my entire account. Now I get notifications on my phone when my cameras detect motion but I cannot access anything on the app because I have to COMPLETELY set up all of my products again. Not sure how they deleted everything but maybe it is because I sent an email asking for a supervisor to contact me and they responded to me telling me a supervisor could not contact me because they were backlogged with calls. Well I didn't have any problems getting to a customer service representative (no wait time at all), but I couldn't find ANYONE that knew what they were doing so they kept transferring me to others that didn't know what they were doing. If I had known the service would be so terrible I would have never added the outdoor cameras through their system. Now I have spent over $500 for a camera system that cannot do what I need it to do and they have zero desire to fix the issue.

I’ve been with SimpliSafe for over 6 six years

I’ve been with SimpliSafe for over six years I sold my house in North Carolina moved to Florida bought a new system for the last three months it has been horrible I get alerts that sensors are not responding the back door lock is not responding I call tech-support and told that they will send me a new sensors for them never to send them we left the house one day to come home to find that the system deleted all of our sensors and wanted us to reinstall the system all over again tech Support answer is will give you free month monitoring what good is that when the system doesn’t work at this point I would definitely not recommend the system and I will be going after them to get my money back. Something changed with this company and has got horrible service and Tech Support is clueless John Diedrich

When system goes down you're not notified

When I changed from the 24.99 a month plan to a 9.99 a month plan my entire system disabled and didn't even notify me it wasn't working. It was 2 days later when I noticed I didn't hear my base station respond when I pushed the home button on my clicker that I went on the app and saw nothing was online I had to reconnect everything. My wifi never went out neither did my power but if they ever did go out and my system stopped working you would think the app would let you know nothing is working and you needed to reset the system for your safety... I'm very upset about this.