Technology is so far behind everyone…

Technology is so far behind everyone else. Takes 10-15 seconds to pull up a camera live. Terrible. Only thing that was good was it was cheap. Not so much anymore. Stick with Ring.

I had packages stolen from my front…

I had packages stolen from my front door ad I was unable to view footage for that day so I called SimpliSafe for help. I received the WORST customer service ever. The rep wanted to know how I was sure that they were stolen since I had no footage. I gave him a detailed response and he kept asking again and again. I demanded to speak with someone else,maybe a supervisor and he refused. Eventually he hung up on me and I tried 3 times to call back but the automated system kept me in a loop. I am about to cancel...

$200 Visa Gift Card Promise:

$200 Visa Gift Card Promise: We signed up on Aug 4 2025 and were promised a visa gift card. It has been 8 months now and we have not received it. I have sent multiple emails with no response. I have called 3 times (Dec, Mar., Apr) and was told each time that the request has been escalated and that Simplisafe will get back to me in 24-48 hrs. No one has got back to me any of those times. We have never received the gift cards and we have checked spam and other places for an email from tremendous.com. It is fine to say they were sent but you should be able to track if they were used. They have not been. So my review stands and multiple reach out to customer service has not resulted in anything other than check your spam folder.

I really can’t deal with them anymore they are the worse

I really can’t deal with them anymore. They us ed to be the best service, security system. Now it’s the worse. Their cameras are awful most of the time they don’t connect, if they do their outdoor cameras are so bad that you can’t see anything it’s pitch black. They have now a customer service based overseas it seems and they are the worse. It’s been over a month that cameras don’t work, sensors and nobody probably help. If they do they will keep you on the phone for around an hour just to fix an issue with a door sensor. They are the worse of the worse.

Disappointing Support Experience for a Security-Critical Service

I had a very frustrating experience with SimpliSafe while trying to perform a simple system test. I called in for technical assistance and was connected to a technician named Pocholo, who repeatedly asked me to spell my email address—multiple times—yet still couldn’t locate my account. Even after involving a supervisor, they were unable to find me in their system. After 18 minutes on the call, I was asked to retrieve the serial number from my base station, and unbelievably, they still couldn’t pull up my account! This was incredibly disappointing. While I do like their cameras and believe the platform sounds great conceptually, there are clearly some significant bugs that need to be worked out—especially within their customer support systems. When it comes to home security, reliability and responsiveness are everything. Unfortunately, this experience has shaken my confidence, and I feel I need to explore more secure and dependable options moving forward.

2 theft incidents not caught on camera

2 theft incidents not caught on camera. This is the second time that somebody has clearly spent time on my porch stealing something, and Simplisafe did not catch it on camera. First time was in December. A christmas package had been delivered, and I was not home. By the time a neighbor went to grab it, it was gone. I checked the camera, and it was missing 5 minutes of video. The gate was closed in the prior recording. The gate was open and the package gone in the recording right after that. It was broad daylight. Customer service was terrible. I was on the phone with them over 2 hours, and they promised I would get a call within a few days to get the cost of the items stolen covered. They never called back. I did get a refund on some of my monitoring charges, but it's ridiculous. They tried to blame my camera, which has been working well otherwise.It also worked before and after the incident. The internet connection is strong. Most recent incident happened last night. Somebody was on my porch for at least 5 minutes to steal plants, carrying them off individually. Simplisafe caught nothing. Their cameras are useless. Their outsourced service team is really terrible. I had hoped it would be AI and I could say the AI was bad - it was actual humans. I've also noticed over the past few months that I can't access the recordings on certain cameras for certain chunks of the day. It's unacceptable. I know they are supposed to be cheaper - but these systems are expensive to purchase, i pay for monitoring. I shouldn't have to worry about this as frequently as I do. I'm going to get a quote from a local place. It may be more expensive but in the long run, will be worth it. I won't be spending money to replace everything that is stolen, and lose recourse since i don't have any recordings.

Long Term Customer Cancelled Due to Poor Service,Terrible Support

had service for over 3 years, units got more unreliable over time, customer & tech support were appalling, order expensive replacement parts which never worked

SECURITY RISK: System Failure & Non-Existent Tech Support

Total product failure. After a brief power outage, my Base Station wiped my entire 40-sensor setup. I have been a customer for over a decade, yet I’ve been left completely unprotected for 5 days. Support is impossible to reach and even more useless once you do. I was promised a callback that never came. If you want a system that actually works when the power goes out—or a company that answers the phone—look elsewhere. SimpliSafe is failing at its one job: providing security.

After 25 minutes, she still didn't know why I was asking help.

I would arm the system in the away mode. Upon returning, the alarm would go off once I opened the door. I needed to have the entry alarm adjusted to one minute instead of the alarm going off when returning home. I explained this four different times with the customer service agent still not understanding why I was asking for help. She kept repeating that the alarm went off by date, time, location. After 25 minutes of the same, I finally had to ask for a US representative.

The smoke detectors give false alarms…

The smoke detectors give false alarms often causing me to remove it from my system and buying a regular smoke alarm that works properly but now won't call fire dept. Problem is more than 10 years and simplisafe doesn't care.

Simplisafe seems to have gone downhill

Simplisafe seems to have gone downhill. I had an emergency today when I was driving and an hour from home and I was transferred 6 (or 7?) times and no two people told me the same thing. There was a significant language barrier with 4 of them and no one had any idea of anything. The entire time not knowing if my home was being robbed. NOT fun! As I write this I’ve been on hold for another 23 minutes. Heres what happened: I got a text that my den sensor had triggered an alarm, asking Did I want police to come? NO ONE CALLED ME! This is new! THIS IS AI now. I said no because My den sensor works 80% of the time. I’ve called SS about it two times, jumped through many hoops and it’s still not working all the time. So I thought it was likely that sensor had triggered the alarm today, although it’s never triggered an alarm before, so I was anxious to ascertain if that was the cause! I pulled my car in to a parking lot and logged in to the app to look at my camera feeds. And up Popped a message ‘agent taking over live stream. This will last 20 minutes after an alarm has been triggered’ I called SS. The first person could not duplicate simple concepts like “my alarm just went off but the app says I won’t be able to live stream my cameras for twenty minutes. Can you tell me what triggered the alarm?” WAY beyond comprehension, they responded “had transfer, so fix” The second man was Richard (I think), sounded American. He told me that I can immediately access my cameras after I cancel an alarm. So I read him the message on the app I was looking at, saying after a trigger it will be twenty minutes. He told me that does not happen. Um…it does and in Fact, it actually is. He again responded that as soon as the alarm is cancelled I will regain control of my cameras. I said, ‘you repeating yourself does not give me camera access.” He REPEATED HIMSELF AGAIN! I asked to be transferred. Then I got Lee who in broken English said ‘camera specialist will fix camera’. I then got Vanessa who also told me that the access to the camera would not be shut down for more that 2 minutes after alarm was triggered. (Sigh). I lose track of which transfer said what as none of it was accurate, but the next person said that My camera was the problem and I needed technical support. Oh and I’m on hold again between each person btw and still in a parking lot. The next person told me my camera had bad signal so it was probably that. However, AT EXACTLY TWENTY MINUTES like the app said!…I could view it again, So I could now see in the app that it DID NOT have low signal. But this person could not understand when I asked “I’m seeing 3 WiFi bars. What are you seeing?” I heard “camera specialist fix. I transfer” By the way this entire time not one person could confirm what set off the alarm! So I then asked this camera specialist after she confirmed that my signal was indeed good, what set off the alarm?! She said it was motion sensor on my den camera. I asked if a pet could have triggered the motion sensor camera even though I have it set for no pets, just people. She didn’t know and when I Asked her to check my camera settings she said she can not. she said my camera is fine and she’d transfer me to a person who can view the actual footage (that I was locked out of) and tell me what triggered the alarm. So then he came on the line, an American which helped the communication, and he Said they were all wrong. He also said that because this all took too long to be transferred to him, he could no longer access the footage that could have triggered the alarm. They were all supposed to transfer me before 30 minutes but Now that footage is gone. he Also clarified that even tho it’s set for no pet motion, it can still be wrong (AI again). I said let’s check my pet settings, and it was set for ALL MOTION, not for just people!!!! I’ve always had it on no pet motion and that’s why It has never gone off before. He suspected it was when I updated the app (?) I now just got off the phone with tech support AGAIN as when I got home the base tower was red and i STILL needed to check that den sensor. She checked The den sensor. Of course now it’s working, which it very rarely does. Even tho it’s in the records that I’ve called about this multiple times in the past…she can’t replace it as right now it’s working (it wasn’t working yesterday). SS used to be great - that’s why it’s not one star. But this was epically bad today. Here is the list of people I spoke to today in case SS cares: -? -Richard -Lee -Venessa -Aleo -? -Vanessa

Don’t Purchase Pick A Different Company

I purchased a security system from SimpliSafe because it was advertised as something you could either monitor yourself or have professionally monitored. Unfortunately, my experience has been very different and feels misleading. The system is marketed as allowing self-monitoring, but in reality the mobile app — which is essential for managing and monitoring the system — does not function without an active paid subscription plan. Without the service plan, the equipment I purchased becomes extremely limited and essentially useless for the purpose it was advertised for. Had it been clearly explained that the app and key functionality require a paid plan, I likely would not have purchased the equipment. I feel like I spent money on a system that cannot actually be used the way it was advertised unless I continue paying for a subscription. Buyers should be aware that while the system may technically work locally, many of the features you would expect for “self-monitoring” require paying for their service plan. In my opinion, this advertising is misleading and customers should be clearly informed before purchasing.

STAY AWAY

Easy enough system to set - BUT (and it's a very big one) if you subscribe to their monitoring subscription they make it as hard as possible to leave it. TBH I've had gym subscriptions that were easier to leave!!

Services may not be handled clearly...

I recently contacted SimpliSafe to cancel my video storage subscription since I was no longer using that service. My intention was to keep the equipment I purchased and simply self-monitor with live view, without paying for cloud storage. The first representative I spoke with said she needed to transfer me to another department to cancel the subscription. When I spoke with the next representative, I explained that I wanted to cancel video storage because I was no longer using it. She told me I would need to pay for both February and March. I explained that I hadn’t used the service and didn’t feel I should be charged. She said March had “just come out” and agreed to cancel that charge if I paid February. I agreed to that compromise, with one important condition: that my card information would not be saved or kept on file, as I no longer wanted any services with them. While we were still on the call, all of my cameras and base station suddenly shut down and announced they were no longer connected. When I asked what happened, she said she had cancelled the account and shut everything down. I explained that I had purchased the equipment and only wanted to cancel video storage, not disable the system entirely. She responded that it was my fault for not explaining that, even though I had clearly stated my intent earlier in the call. I then confirmed whether I would now have to reconnect every door sensor, window sensor, and camera in the house, and she said yes. Because this happened due to the cancellation being handled incorrectly, I asked if they could at least refund February’s charge given the inconvenience. She refused. After the call, I contacted my bank to dispute the charge. While I was on the phone with the bank, I received notifications that both February and March had been charged, and both were labeled as auto-pay, even though I specifically asked that my card information not be stored or set up for auto-pay. Overall, I am extremely disappointed with the customer service experience and the lack of accountability when a mistake was made. I purchased the equipment and simply wanted to stop paying for cloud storage. Instead, my system was shut down, I was told I would need to reconnect everything myself, and charges were processed that I explicitly asked not to authorize. If you are considering SimpliSafe, just be aware that cancelling or adjusting services may not be handled clearly or professionally, and resolving issues afterward may be difficult.

Ordered a security system for my new house

Ordered a security system for my new house. Get system, read instructions, says I need WIFI (don't have WIFI, doesn't exist in my area). Call, Simplisafe, they say, no you don't need WIFI. Order professional Installation - last part of checklist, "Have WIFI password". Call Simplisafe - get someone who doesn't speak English very well, slurs all words with "ss's", asked for someone else to talk to, get put on hold for 5 minutes, hang up. (Wanted to verify the WIFI issue). Call installers, get someone who doesn't speak English very well and he gives me a non-answer on WIFI. So I cancel installation. Call Simplisafe to return security system give the person my customer order number, she can't find it. Give it to her again and then she gets it. I could not get a straight answer on needing WIFI. I felt as if they wanted to install the system then say, too bad it's your, you need WIFI. With their inability to be clear on WIFI and what seems to be a shady way of getting you to install their system and stick you with equipment you can't use, they seem to be doing a money grab.

Better product than ADT, but still horrible Customer Service

Like ADT, the customer service is horrible. There is no one call resolution. You call and get escalated to people who can't do anything, and then they escalate your concern to where they reach out within 48 hours. The customer service associates can't keep track of details and don't sound pleased to be at their job. I don't know why they bother asking about additional questions when they can't resolve anything.

Change Marketing Simply safe as saying you don't need…

Simply safe as saying you don't need your dogs anymore because they takeover monitoring. Do they know how many dogs have been dumped at you humane societies? Change your marketing scheme.

The worst - DO NOT PAY FOR CHEAP PROFESSIONAL INSTALL

The worst! I paid for a professional install, and it was a third-party guy. I came back from his Grateful Dead concert. DO NOT get their “professional Install” It’s like a 3rd grader does it. Cheap equipment and no touchpad. I’ve called, emailed, and text to get a resolution. Nothing …. Trash trash trash….

Avoid at all costs

They sent us our products and I installed them. After the free month they started billing which I get. I declined the monitoring as I can do that. The customer service representative was extremely rude and made sure I know declining monitoring voids all warranties. Fine I still declined. Im still charged a monthly fee. Don't agree but fine. Now less then a year later my doorbell doesnt function properly, my front door lock will not unlock and will not recalibrate, and I have smoke alarms going off for no reason. Skip this company at all costs.

It’s hard to describe the hellscape…

It’s hard to describe the hellscape that is SimpliSafe customer support. If you wanted to devise a system that would piss off longtime customers, result in numerous replacement parts, and deepen marital discord while my husband can’t find the screwdriver and can’t hold the flashlight properly while I’m yelling at the customer service agent, this is it. It’s as if they give their customer support team instructions written by a mouse on an endlessly turning wheel. The same instructions, the same repeated steps, until you have to remove your device entirely and throw it across the room. Perhaps the old style method of just hitting it until it works would be more effective. I used to think that Comcast held the gold star for a terrible customer service, but I have now lost three hours of my life to an effing smart lock and I am both horrified and impressed by how angry this experience can make me. They should deliver shots of tequila to your door while you wait for them to answer your call. But oh wait, I can’t open the door because the smart lock doesn’t work.

SimpliBAD

Equipment, and the Company are worthless! When you're buying a package that comes with cameras, they're not transparent that you need the subscription in order for the cameras to work. Also their equipment goes into error or not 'communicating' often with the devices such as the contact switches for the doors. And the customer service will not help you to address the issues if you're past their 60 days and do not have a subscription. Every other week the equipment go into a troubled scenario and annoying sound notifications. Wasted over $300+ with this company. Big mistake! SAVE your money, your time, and immense headaches and stay away from this company.

Garbage

Garbage. Constant camera disconnections. Wouldn’t use again.

Have been a customer for over 13 years

Have been a customer for over 13 years. Nearly every device has failed, now on 5th base station and been down for weeks. Emailed the CEO with no resolution or empathic response. Can’t recommend this company

Poor quality cameras with terrible…

Poor quality cameras with terrible white noise while viewing. Don't understand all the price increases, sometimes 2 per year. I wouldn't mind if they were a good quality but they're not, no where near - user friendly yes, value for money no. Customer service is good. Also, on the pro premium plan they used to replace the batteries but they've stopped doing that now as all the batteries were flat on arrival anyway. More money for less and less - sorry but I'm out.

Cameras are poor quality, subscription is terrible, other hardware terrible

Cameras are poor quality. PIR and switches will last maybe slightly more than a year if you are lucky (all of mine broke just after a year, 2 PIR. 2 door sensors). Smoke alarm goes off for no reason whatsoever and other than beating it to death or frantically taking panels off to remove batteries cannot be used. Enrolment in their plans can be done in a few clicks. Stopping one takes 6 phone calls, persistent 'why' and 'we will discount/do a deal' nonesense, and they will categorically refuse without the security keyword. Its a rolling 30 day contract, a simple login to site/app, cancel subscription is required here (thankfully new laws going into place in the UK will make this cancellation behaviour illegal). Cannot recommend anything at all. Its basically a scam, hardware will fail, they hook you onto a subscription and make it as hard as possible to cancel. Go buy something elsewhere