A Great Company Going Down Hill

I have literally spent hours with mujltiple phone calls on trying to set up my SIMPLISAFE system in a rental. The technicians cannot figure out what is wrong. I was supposed to get a call today, but did not. After spending some big bucks on this system, my home is inadequately protected in a high crime, high vandalism area, including arson and with expensive tools and materials inside. This kind of service is so unusual for a company that has performed top rate over the years. I am entirely frustrated. It is also hard to get through during the week, so I drove a distance to my rental last Sunday because I was told that telephone access was easier ont he weekend - STILL NOT RESOLVED. UGGGHHHHH! This is so different from the wonderful experience I have had with SimpliSafe over the years. They just don't seem to have enough staff and their employees are not as well trained in the past. So Frustrated!!!

SimpliSafe does not make me feel safe…

SimpliSafe does not make me feel safe nor secure. As a first time home buyer I wish I picked someone else. A lot of the items that were sent “new” were defective.

SimpliSafe Wasted a lot of my time

Wasted a lot of my time, and due to their lack of transparency, they really left me in the lurch. What really disturbs me the most, is, that they are SUPPOSED TO BE A SECURITY BUSINESS, but the don't disclose that MUST PAY MONTHLY SUBSCRIPTIONS in order to have access/ control over your system, especially while you are away from home... What the h**l good is a security system that doesn't notify you when someone is breaking into your home... You have to pay subscriptions to have monitoring, which is still going to be slower that you can do it yourself, because after they get done following their scripts, and protocols, you could've been notified, call the cops, and been done with it...instead, another company putting profits over the customer. I found another system, and I'm glad I didn't have to do Business with a company who's business model is questionable, inflexible, and money centric.

Waiting on hold over 45 mins and the…

Waiting on hold over 45 mins and the phone hung-up.

We have had the system for a year and…

We have had the system for a year and it has never worked. We had the technician out to set it up, purchased a second modem and have spent hours on line with the technician. We paid a high price for a system that just does not work-it is not simple to set up.

I tried to get help installing and…

I tried to get help installing and setting up the assistance. My calls were never returned. The system is still in the box (unopened) that it came in. How you get great reviews is a mystery to me.

I was given two outdoor cameras and…

I was given two outdoor cameras and installation was included as a courtesy. The installation was never set up.

Neither Simple nor Safe

Your trial period and warranty starts from the date of purchase and not everyone will install the system it upon received. It could be purchased months in advance as a present for someone or as in our case where it was purchased on sale on November but wouldn’t be installed until January or February when our house would be finished. By that time the trial period was over and part of the warranty used while not in use. Other security system warranty begins from the moment of installation and activation, something practical and appealing to any customer. The cam blue light remains solid under self-monitoring since the system would not produce any video recording, it would only began blinking when someone access the system to have a live view after receiving a notification. This was the system performance during our first month. After that there were occasions were the blue light started blinking and it was none of our family members. One time we were all reunited in the living-room when the cam blue light started flashing and we all knew for sure that something was wrong. We called for service only to receive different responses from each technician we spoke, telling us that this was normal even when we explained that it didn’t performed this way previously. Other said that this was part of the equipment operation and it could be updating (which in that case would be a blinking yellow light and not the blinking blue). Another tech told us that the system would performed as if it were under a paid monitoring plan even thou we were self-monitoring, and that it didn’t meant that someone was actually live-viewing or recording. Also that they couldn’t know if someone had hacked our system since all logins are interpreted as authorized by the owner. Your security system creates a single access log record per user; if someone live-viewed at 3pm and then again at 5pm, when accessing the “Manage Logins” on the app it would show his access at 3pm but not the one at 5pm. This creates a flaw when suspecting someone accessed the system, since it will only create a log when it was first logged but not it’s consequent logins. The system should create a record of all the times anyone access the system even to the minute of each connection. Our impression is that your system is neither Simple in its operation nor Safe in terms of providing tranquility.

Bad Experience

Ordered 2 cameras; one worked 75% of the time, the other didn't work at all. They sent me another camera, it did not work either. Biggest problem with SimpliSafe is that when you call in for help, you are on hold a minimum of 45 minutes before you get a human, and then they will also put you on hold because they don't know the answers. EVERY time I called, I was on the phone well over an hour. Also, when I called, they couldn't ever find my account. Sometimes they found it under my name, sometimes under my e-mail and sometimes under my phone number. That took up at least 30 minutes of each call, them figuring out who I was! I sent all the equipment back for a refund! Will NEVER try them again and absolutely DO NOT recommend them!

sensors always fall off

sensors always fall off

Good

Just having trouble making Record when i Leave

The system hasn’t worked right

The system hasn’t worked right since the day I got it. Camera for the doorbell works but not with the Wi-Fi, motion detector does it work changed out several times. Signed up for $10 a month monitoring getting charged 29. I’m canceling

I get false alarms in my phone and…

I get false alarms in my phone and never get any follow up from the company. I’m not aware of any time they have called the police for a check up.

Worst experience ever

Worst experience ever! They double shipped two orders. The engineer who came to the house told me that it was the 4-6th case like it that he was aware of and told me that I should send both orders back and get a refund. I immediately called Simplisave and they refused to remove the charges or assist me to make this right and both orders combined totaled nearly $2,000. I returned both. disputed the charges with Wells Fargo and to this day, only Wells Fargo agreed to revers the charges of one order and I have never heard one word from anyone at Simplisafe. I consider this to potentially be an intentional fraudulent business practice and may seek representation to bring a class action suit against Simplisafe in Federal Court. Post Script: So after posting this, Wells Fargo just sent me a letter advising me that it agreed with my claim and reversed the charges for the extra system that Simplisafe sent. And as you will see, Simplisafe in its response to my review confirmed that it offers and claims to stand by its “60 day refund policy” even though I sent the other system back to it within a week and to this day have never received even an acknowledgement nor a refund even though it was sent via Federal Express and I have proof of delivery. If Simplisafe finally honors its refund policy to me, I will be happy to update this post. Until then, let all prospective buyers beware if this company.

Just try to get these people on the…

Just try to get these people on the phone to resolve a problem.....good luck....

I sent a question in

I sent a question in I never heard from you

I had an older version and I was hoping…

I had an older version and I was hoping upgrading to this one would help with false alarms. This unit has several features that are better than before and was easy to install. However one camera did not work so I called and was told it needed an update, which seemed odd since I just received it. However it still won't work after the update. I have had 2 false alarms from a motion sensor and another one from the smoke detector. I have no confidence in this system.

My Base was daily dropping connection…

My Base was daily dropping connection to my WiF around 12:30 pm Pacific time. It would not regain connection until roughly 7:30 pm the evening. This continued to happen daily for 5 days before calling SS for assistance. None of my other WiFi devices, and I have lots of them, in my home had this issue.It wasn't my WiFi, it was something in the SS base. After receiving my first replacement base I followed the instructions to replace the malfunctioning base. It did not work. The new/replacement base would not recognize any keypad. I had no connection to the internet to complete the process. I called Technical support. The recorded message indicated that the wait time for a tech would be 45 minutes. I waited on line and as soon as the call was answered, 40 minutes later, I was disconnected. WHAT??? I called back, and another 30 minute wait. Was talking with a tech, they put me on hold, and I was once again disconnected after 5 minutes of waiting. Called back again. This time my wait was only 15 minutes. Worked with the tech and nothing we tried worked. He determined that the replacement base was also bad and a new/replacement one would be sent out. I received the second replacement, and it was bad from the start. It would boot up, say Welcome to SimpliSafe, Alarm Off. After that, absolutely nothing. None of my KeyPads would register. The App was useless. Again called Tech Assistance. The wait time was again 45 minutes. The tech did some troubleshooting with me and determined that this new/replacement base was also bad and he would send me another replacement. I received my replacement and had already decided I would call SS Tech Assistance before I did anything. After a 35 minute wait a Tech came on the line. I explained what I had experienced and the reason for my call was to make sure everything that needed to be followed was done correctly. The base booted up and I once again got the Welcome announcement and my alarm was off. Followed the instructions in the app with the tech and went through to detect all of my devices. My 3 KeyPads were not connecting with the message, "Base Out of Range". I was only 6 feet from the Base and full line of sight. I moved the pad right next to the Base. Same thing. Once again, put on hold. She returned within a couple of minutes. The instruction was to remove the batteries from the Keypad, wait a minute and then replace them. WhaLa. It searched for the Base, found it and registered. We proceeded check the connection of all of the other KeyPads (2 of them) and the 10 entry/window sensors, smoke alarms, water sensors 5 cameras and 2 doorbell cameras. Both Keypads and 6 of the 10 entry sensors had to go through the battery removal and replace process. All of the others registered correctly. We finally finished and we disconnected the call. Well the only thing that was never checked was the connection to my WiFi. I discovered this when I went to my iPad and it came back with a message that no WiFi was active on the System. Well, here we go. I couldn't use my iPad or Phone to connect it, as they both connect to the system via WiFi. Had to go and use one of the KeyPad's to select and log into my WiFi. To my utter surprise, it did it on the first try. I checked everything, it all was connecting to the system, iPhone, iPad, Spouses iPhone & iPad. For a system that touts how easy and simple it is that in real instructions are required, this was a case of one disaster after another. The Tech's I spoke with were all reading from a script. It was nothing more than remote staff that have little, if any, real technical expertise. It is no wonder that their wait times are so long. SimpliSafe really needs to step up their quality game in both Hardware, software, and employee training. AND add more staff.

Could not get their tech support on the…

Could not get their tech support on the phone. Left message and never got call back.

Hard to set up cameras

Hard to set up cameras. Only one water disc worked. Not sure what I’m signed up for but there is a monthly charge. Don’t know what it’s for.

lying to me and to my credit card…

lying to me and to my credit card company. very serious ethical questions. Don't approach my area again.

My doorbell cam has now broken three…

My doorbell cam has now broken three times, obviously there is a hardware issue.

You have poorly trained telephone sales representatives. take the money and run people.

You have poorly trained telephone sales people and questionable management ethics. Not me folks. I felt like the Foxes guarding the Henhouses. No Way...Never serious leadership vacancy at the top in the C offices

Could be a lot better

The monitoring is good as is the ability to control SimpliSafe over my iPhone, but the components are not the best. For example, most of my glass breakage sensors have fallen of the wall because the adhesive fails. Also, I have to replace a panic button because the system intermittently fails to recognize it. It's a great concept, but the bugs need to be eliminated. Frank DeFilippo

Unable to install because the door…

Unable to install because the door frame is beveled and the door is flat. So, there is no way to mount the sensors so they line up unless you modify the door frame. Not a well thought out design.