Too Expensive

Although the system has worked over the years, I do not like that if I want to self-monitor (local police don't out for alarms), you can't use the App to get push notices and control the alarm system. So, it is basically a useless system unless you pay $9.99 (lowest plan) a month. Not paying that a month just to use an app.

They lost a sale as they could not…

They lost a sale as they could not process a payment for a credit card with a Canadian mailing address even though the product would be shipped and used at a US address. Better to find out about shortsighted, bias customer service now then after.

The SimpliSafe system seems unstable

The SimpliSafe system is unstable, at least for me. The base station has lost ‘contact’ with the remote controller multiple times. I’m not sure what its current ‘affliction’ is…the two are right across the room from each other.

Broken promises on tax exempt authorization

I have been trying to buy a security camera package for my church for 3 weeks. The long pole in the tent seems to be getting tax exemption authorized. I completed and forwarded the requested forms (W-9) and have been told 4 times that a representative would get with me within the next 24 hours to consummate the sale. 4 times this has not occurred. The last time I talked with a sales rep I promised to buy from a simplisafe competitor if I did not hear back. Time for me to keep that promise.

Worst customer service after you purchase the equipment

Ordered equipment with friendly assistance of sales agent. After receiving, missing items, unsure of monitoring dispatch details called customer service. Been on hold 45 mins after being transferred twice and spending almost 60 minutes with unhelpful, unknowledgeable rude and snotty agents who somehow do not know the basics of how their system works along with the importance of the dispatch feature. I have been paying for monitoring for over a week, however do not know if I am covered nor how or whom to contact. And now as I write I was just disconnected after being on hold for another 30 minutes waiting for another department. What a sham!

I started getting double billed

I started getting double billed. When I questioned them they said I restarted an old plan by logging in to an old email and that login restarted the billing for an old plan. When I asked to talk to someone else about getting reimbursed they hung up on me.

Poor Customer Service

Oof. Okay, let me preface this by saying the system itself—definitely pleased with it. If you're looking for information about the system, I recommend it. In fact, I'd probably give it four stars, only because the camera is pretty grainy and we're actually augmenting the system with a higher quality camera we purchased separately. I'm giving SimpliSafe two stars because I just had a zero-star customer service experience. My Base Station started sending me alerts that it's not connected to interactive monitoring. Okay. Not great, so I started looking into it by signing into the app. It prompts me with a pop-up to reconnect to monitoring. Sounds like I found the solution to the issue. Nope. Click through a few screens, and then see that it started a new remote monitoring service at my address from 2016-2017 which was subsequently canceled. Years ago. In 2017. So I sign on to the website on my computer and a. Can't remove the old address from my account, b. Can't find an option to cancel payment on it, and c. Can't even access monitoring because the system isn't in my possession anymore and isn't hooked up to anything at my old address. So I call SimpliSafe. Wait for 10 minutes, connect with a rep who asks for my safe word. Crap. Can't remember it, but I have the credit info that the account is connected to (mine), I'm signed in to the account on two devices, and I can provide the master pin. Nope, that won't work. So I ask what my options are. She tells me to WRITE A LETTER. To who? I don't know. What do I include in this letter? No idea. Because all she tells me is that if I want to "reactivate my account" I need to write a letter. So then she tells me to end the call and check the app for my safe word. Okay, fine. Didn't realize I needed that ahead of time. That's on me. Verify the safe word and call again. Wait for another 10 minutes before I connect with somebody. Get put on hold for 15 minutes. Then they come back on the phone and tell me that it's charging my account because I didn't "finish paying the fees." Um? What fees? I said I have bank records that show I did pay every month when I had the system at the old address back in 2017 and never had any notification that my card was declined or that I owed any money. FOR FIVE YEARS. Get put on hold again while they consult their supervisor. In the meantime, I look at my dashboard and see the record of every payment I've made, every single month at the previous address and at my new address with the current system. No lapses. ????? Finally, get transferred to an "Account Specialist" who cancels the remote monitoring for a system that no longer exists or is hooked up to an address I haven't lived at for five years. Get a refund. Total time? 62 minutes from start to finish. Why did my app prompt me to reinstate service at an address that I haven't lived at for five years when I have service activated at my current address when there is no ongoing service for that address? No idea. And FYI, you can't remove old addresses from your account. Why? NO IDEA. I would like that hour of my life back. Both the app and the website have terrible user experience (tried to remove a contact on the old account three times and it wouldn't register that I had removed it) and the customer service was woefully inadequate. It concerns me that my experience this morning was so lengthy and frankly, ridiculous, and this was just a tech/account issue. I hope they figure this out, as there are more pressing scenarios where somebody using their product may need prompt and effective support.

Support call completely disabled alarm system

Called support for a sensor failure. The first agent had a very bad connection, with squealing and flanging badly distorting the call when it didn't drop out completely. She also kept referring to system components and models of the control panel I did not have. She put me in a mode of the system which completely keeps the system from working. After 19 minutes of bad support, I hung up and dialed back. The second agent put me on hold for 17 minutes, and when I asked for a supervisor, hung up on me. The third agent told me it was impossible to speak to a supervisor, and hung up on me after only 99 seconds. If this is how they handle support calls, how will they handle alarms? Now I see why the American Automobile Association homeowners insurance will not give credit for having a SimpliSafe alarm.

Very poor customer service and questionable technical knowledge.

I ordered online, and after filling in all my info (including confidential financial and related info), their website took me back to their first page. After confirming there's nothing wrong with my internet connection, I emailed them. Their responses were repeatedly NON-responsive. I tried several times to have a manager or someone in their executive offices contact me, but I was again just given the run-around, repeatedly. How can anyone trust this company with their family's security when they can't even process an order correctly, and when an issue is brought to their attention, you get the run-around!

I have already talked to your friendly…

I have already talked to your friendly service team four times after you messed up our test it will do me no good for you to try to track down the last test at this point because we already had to redo them and we are now home you have caused us all sorts of difficulty and we almost missed our flight why don’t you look at your records

Warning !!

Warning !!! I had this service in the UK for the home system. When I moved to the US, I wanted to ditch my ring devices which I had for outside and doorbell and use one company for everything. Mistake ! They advertise 99 for a technician to come round and help with the set up, what isn't clear until you book is that it is 99 per device, yes...99 for the doorbell, 99 for the lock...etc. Insanity. Why would you charge per device with no discount for multiple ? Their response is that a 3rd party handles this. So Ill stick with buying ring products and have 1 tech from best buy etc do it all for significantly less. How stupid. And it gets better. Good luck if you have an account already with them and want to set up a new system. Hours and hours on the phone today trying to get equipment to connect in the US after having them in the UK . Nobody knows what to do or how to finally close out my UK account even though it is no longer active.

Why cant we give zero stars

Why cant we give zero stars. But ok. I have heard nothing but great things from many shows. Hannity, bongino etc. Now I hear you have basically partnered with know people within antifa. An attacking free speech. Was very excited about getting simplisafe. But not know. You have decided to support these people so now I can no longer trust you with my families safety or my property safety. So if I had a notice showing I have your security system an antifa wanted to break in or burn my house down would you disable my system to allow them to do that. I can not take that chance. An neither should anyone else. So my next question since antifa its supported by the ccp are you also. If you have this company i would recommend you drop them

charging fees for cancelled accounts

Canceled SimpliSafe in November 2018. They continued billing $24.99 for monitoring service until October 2021. They charged fees 36 times post-cancellation. Once the mistake was discovered (which took several hours), SimpliSafe was only willing to reimburse the last 10 charges. They are completely unwilling to do anything regarding the other 26. Their suggestion to get the money owed me... "file a dispute with Visa". Visa can only dispute charges in the last 4 months, so that's a dead end. The supervisor (DT) was no help whatsoever.

I am in the midst of waiting on the…

I am in the midst of waiting on the phone for a response for a simple question about tracking my base station replacement that was supposed to arrive before I left for vacation today. Not only must I now leave my home unprotected, there has been a spate of robberies in my neighborhood. All I can do is pray and sign up with another company when I return. Not the first time they have been a disappointment. The worst security company I have ever dealt with.

Terrible customer service, avoid

Ok so I had the single worst customer service experience I have ever had with this company. I ordered their haven security system, a outdoor camera and a video doorbell. All components worked fine EXCEPT the video doorbell. Once I hooked up the video doorbell it wouldn’t stop chiming. Ok, so I did an online search and there are multiple complaints about this. I called the customer service line. The agent who was helping me first said that she was going to find an expert to help me with troubleshooting and it wont be more than a few mins. She puts the music on but I can still hear her, she drops the F word several times (seemed like it was directed at someone else). Keeps checking on me every 2 mins. At the 20 min mark I ask her how much longer this is going to be and she says”I don’t know, we are a very busy company”. Come back in again to check if I am still on, this time she puts the music on again and I hear her mutter “why are you still on?”. At the 25-26 min mark she comes back on and says “are you driving?”, which I was. Says that they can’t help me unless I am at home with the device. This I understand but should have been something that was mentioned at the start of the call and not after wasting 25 mins of my time. I am appalled by the rudeness and lack of training of your customer service. First of all, your time is not more important than mine no matter how busy your company is. Second, your customer service is here to help me and not to treat customers like dirt and an inconvenience. Third, teach to ask the question “are you at home” early. I have a newborn at home and can’t be on with you guys for ages while you get your stuff together. I would absolutely recommend against using their services.

Truly a terrible home security system

Truly a terrible home security system I CANNOT TRUST THIS SYSTEM. Malfunctions constantly, customer support has no solutions. Customer support - where are you? I have reached out so many times and given you so many opportunities to remedy this. DISAPPOINTED. The smoke alarm will go off in the middle of important meetings that I have when there is NO SMOKE AT ALL. I am WFH now and this is unacceptable. I have spent way too much money on these products and it is simply NOT A VIABLE HOME SECURITY SYSTEM. Full stop.

Zero stars....couldnt be more disappointed.

I there was a zero star option that is the one I would have chosen. I actually thought I was going to get service the other day after my conversation with Jericho, when he assured me he would call me back at 6:00 pm CST to get my issue resolved, but alas, as it has been in the past, SimpliSafe has failed me yet again. I would just like the peace of mind of knowing my system works, which it hasn't in MONTHS, and NO ONE will help me resolve my issue. Couldn't be more disappointed, and actively lookin for a new security company for our home and business.

Shop Elsewhere!

Wow! I ordered a new system. Could not register my Base Station, as it was already registered with another user. How is that possible? Did someone use it previously and return it? Customer service representative could not help me, and they're a security company? Going to return my $700 SS security system and shop elsewhere.

I have spent over 8 hours on the phone…

I have spent over 8 hours on the phone with this company trying to get a refund for equipment I returned. First they sent me the wrong shipping label, and I had to pay out of pocket to return the equipment. Then they refused to acknowledge receipt of the returned equipment (tracking number was provided), and would not issue a refund.

They let someone else take over my alarm

They let someone else take over my alarm

Terrible camera and an annoying…

Terrible camera and an annoying commercial on utube. I like how. They show their cheap khina made cam over and over Everytime you try to watch a utube video. So annoying. Don't support their junk or their spam tactics.

We are very disappointed that…

We are very disappointed that SimpliSafe does not divulge in its advertising that its cameras are not designed for outdoor use. I feel this is very misleading!!! We need a complete security solution where we have indoor as well as outdoor monitoring. We went to put up the "outdoor cameras" only to be told they are not weatherproof and not designed for outdoor use. Too late to get a refund as we bought the system in advance of our move. We are real disgusted.

Customer Support

The wait times for customer support have been horrible. My SimpliSafe base station died after 10 months of perfect performance and I was promptly sent a replacement. I is taking me hours just to speak with someone to get the new base initiated. After the first person failed to set it up, I was escalated to an account manager. After waiting for 40 minutes I was told that they were having issues finding someone. They promised to call me back later and I’m still waiting. Now I have a non-working security system and am paying a monthly fee for it. This is completely unacceptable for a product that I’m relying to help protect my home and family.

I also cancelled service

I also cancelled service. and was continuously charged for several months , this is a straight up dis honest company I have been on hold for 15 minutes to cancel again. they actually are trying to sell me on there service after ripping me off .... simply pathetic

This system is very disappointing

This system is very disappointing! My husband and I decided to purchase a security system because we are out-of-town at least once a month. We looked into SimpliSafe and chose this system. WHAT A MISTAKE. The system arrived and I was bombarded with emails to get the system set up and sign up for monitoring. We were going out-of-town the day after the system arrived; therefore, we could not set it up. We were ready to setup system. My husband read the instructions three times and watched a couple of SimpliSafe YouTube videos before he began. It took about 45 minutes to set the system up, and this is when the fun began. Base told us it was already registered and we had not registered it. Motion detectors were going off and system would not let us enter a PIN to shut it off. We spent three and a half hours on with tech support. We were transferred to a higher level technicians to help. We had to uninstall and reinstall app 6 times. The problem still had not been solved after 3.5 hours, so my husband removed the base batteries! The tech said that a call would be placed to us this morning from another technician to further assist us. And BTW, the emails say if you have an issue to call customer service OR REPLY TO THIS EMAIL, but every time I sent an email, it bounced back to me with a failure notice! I called and asked about this error, and the person laughed and said sometimes those things happen. So I have spent a lot of money for a system that is sitting on my kitchen table with the batteries out! It really is protecting us! I should have spent the money and a third Rottweiler to keep my others company! We would have been safer.