Customer service has not been helpful…

Customer service has not been helpful and I have been billed for 8 months of service that I requested to cancel

I bought this a few years ago 2017

I bought this a few years ago 2017. This is the Gen 1 Alarm System. I set this system up when I received it 2017 Worked fine. Just would send me Notifications to my phone. Then I packed it up and figure When I buy my house I will use it, Well I bought my house and when setting it up for the new house. The system, did not send any Notifications to my phone any more. I called the company up, Simplisafe. They said Jan 2021 they did away with that Notifications to my phone on the Alarm system I have that I paid for now it does not work.You can only set up and use it to come in and out of house. Well why would I spend any money on a system they just did away with. They took my money at the time and had no prob with that, Hopefully there is a class action on these units that dont work anymore. Now I cant use this at all unless I buy a new one Gen 2 system they are selling. I would not buy any system of them again because who is to say, They come out with a Gen 3 system and now I would have to throw more money away. Save you money people, Not a fan of this company at all. Unless someone from the company can contact me or reimburse me the money I spent already. a few years ago. I am done with them.

It didn't work and we couldn't return it.

Disappointing. We had a small house (approx 1800 sq ft) and the base unit would never connect consistently with a few of the sensors. We never felt safe or secure -- basically the reason for getting a security system. This was a failure. Don't bother trying to contact them with their online form via their website. We contacted them three times and never got a reply. We would have returned it if possible. We had high expectations for this system based on the reviews. I hope ours was a unique experience.

Horrible customer service

Horrible customer service Don’t waste your money on this junk

***BUYER BEWARE!!! REPEATED FRAUDULENT CHARGES!

***BUYER BEWARE!!!! REPEATED FRAUDULENT CHARGES WITH NO SERVICE!!!***** I am writing to lodge a formal complaint against Simplisafe. I notified the company in writing and by phone call to permanently CANCEL and DELETE my account from their system. They did so initially and I was not billed for over a year. Suddenly I noticed they had been fraudulently debiting my account again for the past 6 months with no warning and zero permission!! I called to get to the bottom of why, and they indicated that someone had plugged the base station in and thus they started the charges up again! I had painters doing work on my house who probably plugged it in unbeknownst to me because they thought it was supposed to be on!!! I never, IN ANY WAY, authorized them to restart my account after CLEARLY CANCELLING IT. I never used their equipment again, never set the alarm, never did anything to authorize such charges. These charges are fraudulent and were made without any knowledge or authorization by me. Nevertheless, they refuse to refund ANY of the charges whatsoever—not even a partial refund of the more than 6 months of debits to my account. I called the company multiple times, being placed on hold, hung up on, and finally waiting for over an hour to be connected to a “supervisor”, who still refused to refund anything, despite acknowledging that the account had been cancelled. If you look on the Better Business Bureau and other sites they have a dismal rating of about one-star out of five. I am surprised it is even that high. UNSCRUPULOUS COMPANY with ZERO customer service. I CERTAINLY WOULD NEVER TRUST SUCH A PREDATORY AND FRAUDULENT COMPANY TO KEEP MY HOME OR FAMILY SAFE IN ANY WAY! RUN AWAY!

NIGHTMARE ALERT

Cheaper maybe - lousy customer service! No home tech visits available at all for trouble shooting. SimpliSafe sends you to Hellotech; Hellotech says they only install and sends you back to SimpliSafe. A joke. Update: Equipment FAILURE within three years? Really?!!

Worst customer service I've ever…

Worst customer service I've ever experienced. Ever. Not only do they send you scripted emails that don't address your request at all, but they will resend that email over and over. They don't read what you send/ask them. They also hide menus on their website when it comes time to cancel things. So you are forced to call them for them to "unhide" the menu so you can continue updating things like payment methods and subscriptions. I regret spending 1000's of dollars with this company. My advice.. On premise camera and security system.

We’ve been trying to get the adapter…

We’ve been trying to get the adapter for the door bell camera to show side to side (not the up and down one) and no one will answer us. So my system is incomplete but I’m still stuck paying the monthly fee.

After years of hard wired security…

After years of hard wired security protection, i have made a switch to Simpli safe and find the service to be deficient. I receive sensor failure alerts constantly, and, have changed sensors time and again to remedy issues wihtout success. I never feel wholly secure since installing simplisafe's system. I often has access points where sensors are down.

Both pros and cons!

We've had the system for about 4 months now so I can say that we can write a fair review on the product. Pros: 1. The customer service is excellent. Every single person I've spoken to there has been very helpful! 2. The people who calls you after your alarm sets off are also great. They make immediate calls and we feel safe. Cons: 1. The quality of the camera is horrible. For $100 per camera, I would say you are better off getting something else. Our camera never connects well. I would say 90% of the time the cameras do not work. When I called tech support, they said that the cameras will need to be within 15 ft of the wifi router. This is impossible IF you have more than one camera which we do. We try to use this camera as a baby monitor so the connection quality is very important. 2. The alert triggers easily. We got a few false alarms (better than the other way around) but not as good as if it had functioned properly.

Does not work.

Does not work.

Camera goes offline when I try to view…

Camera goes offline when I try to view it, making it really pointless and we don’t feel secure. I regret the purchase and should have chosen ADT or something more established in home security.

Bad experience with Simply Safe

Bad experience. My unit arrived and sat on my living room floor over 2 months cuz the company they worked with didn’t come thru to connect the unit. I’m handicapped and couldn’t do it myself. I spoke with Amanda of Simply Safe—she expressed surprise and that was it!!! No other action!! Got my neighbor to help but it remained half on the floor and half on my table, because I ended up in hospital and unit still not connected.

The FREE camera was worth every penny.

The free camera in the offer quit working shortly after setup. Equipment works well other than the FREE camera. CUSTOMER SERVICE EXPERIENCE, WORTHLESS! No support what so ever via the phone.

Useless

SimpliSafe products and services are useless. Poor quality, ineffectual products and nonexistent service with third party installers that are terrible. Use something else or nothing and save yourself the aggravation (and the $$$).

I don’t want to give any star to…

I don’t want to give any star to simplisafe but had to give 1 to write review. They are awful company to deal with. Owes me a $300.40 refund and have been told check in the mail for 2 1/2 months. Very dishonest company. Don’t use them.

Their customer service is very poor

Their customer service is very poor. Products backordered for months and had to replace with generic items for safety. Their products finally came and had to return them, without a refund being made! Have corresponded with them on five occasions, to no avail!!

unresolved issues

don't know if an update ever got pushed to try and fix the locks locks still jam from time to time.....hope they dont jam in case we have a fire or other reason to evacuate the house ! fire alarms etc. sometimes unbinds, so i have to take them down and rebind to control panel, annoying

i cannot ever get help with you guys

i cannot ever get help with you guys. that last time i was able to speak with a human was when i pushed the panic button so i could get a call back. i need help.

Still have not received everything I…

Still have not received everything I paid for so I can't set up the system.

Camera issues constantly, expensive, bad Returns process

Camera issues constantly. Bad return process, I tried to return 2 sensors and got a label for shipment. I suspect USPS decided not to ship it since the postage was for 3 ounces. I had a similar issue previously when trying to exchange for a new camera, and the post office made me pay $9 to have it delivered. The fact that I’ve been a customer less than a year and have had to make 2 returns says something. Now I’m totally out $50, and will be canceling service soon. I’m paying $15 a month for a camera that cuts out constantly and can no longer download clips. I have 2 Wyze cameras for the back of my house and they’ve held up fine. Having SimpliSafe has actually cost me money, service is so-so, and I’m done with it.

Not really what I expected

Camera was a pain to get setup. Now I get random "sensor not responding" messages. I have to go open the door/window that is "not responding", listen for the tone from the base unit and It will work again. The app keeps logging me out and also has trouble pulling up previously recorded video. Honestly, SimpliSafe doesn't feel like a real security system. I will likely be switching in the future.

Seemed good but I'm not sure now.

I was initially satisfied with the SimpliSafe product. I added a water sensor at my sump pump, which was about 60 feet and down one level from the main control module. On July 30th, while we were out of town, the water sensor was recorded as "not responding". On August 4th, my son called me to tell me that the alarm system was not on. I checked my phone app, and there was a message, in the timeline, that the water sensor was again "not responding" and that the system had been disarmed by the SimpliSafe app. This was confusing as we could not understand why the app would disarm the system because the water sensor at our sump pump was not responding. We did not receive any message that the system had disarmed itself, and have lost our confidence in the SimpliSafe system to provide consistent security monitoring. I attempted to remove the sump pump water sensor from the system, as that was presented as an option, but was unable to do it remotely. My son was able to remove the device at the control module. The system appears to be functioning normally, but I have to wonder, if exterior security lights were part of the system, and a bulb burned out, would the system disarm itself and leave the property open to break-in?

They won't let you say what you really want to say.

I think I finally figured this thing out. This has been a frustrating experience dealing with you guys because your phone number is a joke. " if you have further questions we will need to access your account and for security reasons, this can only be done over the phone. Please call us and allow one of our SimpliSafe experts to assist you. We can be reached at 1-888-910-1215 daily 8:00 am - Midnight, ET" . There is never a chance to get to talk to a real person no matter how long you stay on the line or how often you try to call. Do you really have that many people needing help or so do you just have one person that deals with customers? Either way trying to get to a real person there is a bad situation that needs to be corrected. Several months ago I changed out my old simplisafe system for your new system to be able to get my garage motion sensor and remote alarm to work. Couldn't get the new ones to work either. This then started off with my water sensor in the basement going off when there was no water around it. . Removing the battery from it didn't make the alarm at the base station shut off either. . Then the base station quit working entirely and you sent me a new base station and water sensor. But then after multiple attempts to reach someone there by phone to try to help me set this thing up again; I simply gave up and took a breather. Then I started going over your site and going through all the help and installation notes and set up everything again and finally got everything to work again. Enclosed is the old unit and old water sensor. (Coming in the mail to you). You need to have a place on your site that if we can't get through to someone to help us in a reasonable period of time ; we can leave a phone number and a time to call that someone will call us back. Staying on hold for half an hour at a time is not where it's at for most of us. On a positive note; I did finally get the garage motion sensor and garage alarm to work which is is a real plus because that is where all my tools are. I think getting the unit to recognize the WiFi connection finally made that happen. But what about people that don't have a modem and router? What do they do? Berry Ball Again, the issue is not that your system does not work; but that it is next to impossible to get hold of you when we do need help with getting things to work. Until you have a better handle on that little problem, all you are going to do is ---- people off ; a lot.

Coax you into paying later for the service.

Good product, but they make you pay for the service after a few months.