Bad customer service

The product itself seems to be of good quality and is easy to set up. The customer service is horrible! We are trying to get our system to work properly and customer service and tech support are totally unreachable. We have made multiple calls and after an hour on hold we hang up and try another time or day with the same results. Maybe one day we will have a working system and I can give a review of how well the system works.

After a year or more of talking to reps…

After a year or more of talking to reps that had NO idea how to get the system to run,I asked for a refund, no way. Asked to talk to a supervisor, never happened. Sent letters from my Attorney, never answered. How do you think I liked you company. To this day no one has called or answered the attorney letters.

I have had this system for months and…

I have had this system for months and still unable to get it to work.

The customer service is the worst

The customer service is the worst. Unprofessional, not helpful, not caring. It was a was of my money and I have since invested in another home security monitoring system.

Don't use Simplisafe!!

Lets face it. A good security system has to come with a quality camera system. After trying this service for a year we canceled because the cameras were total garbage, constantly malfunctioning & going offline. The steps to try to fix it were seriously tedious. When we call for assistance we just get redirected to the same crappy steps to attempt to reset cameras (no additional help nor any attempt to replace the crappy product). When we called to cancel (calling is your only option to canel, btw), it was their opportunity to attempt to make things right, but instead they just put us on hold for 45 minutes, hoping we would give up and cancel the call. BOOM! Nail in the coffin! I would never recommend using simplisafe. Awful product, awful support, zero customer service.

Disappointed in Customer Service

It was incredibly hard to get a hold of customer service agents, and then to get any issues resolved. As a customer, I felt ignored and that my issues were not important. Each customer service agent started from the beginning all over again, said someone else would reach out to me, and they never did. It was very frustrating to waste so much time on the phone and not have anything resolved until about the 12th phone call.

Hold time for customer service too long or no answer

I give the system 5 stars and love it. We own two giving one to our daughter. My reason for the 1 star is hold time trying to get customer service assistance. You either give up due to 45 minute plus wait time or get transferred to another department. The call is dropped having to call back and start over or another extended hold time. This issue really needs to be addressed and improved

It never really worked for us

It never really worked for us. Money down the drain.

Inordinately long hold times and no follow-through

Every time I call, I am on hold close to 1 hour and then close to the same amount of time when transferred. It’s impossible to get through. I was promised a call back by 5:00 Saturday that never happened.

Our system has not worked since day 1

Our system has not worked since day 1. Every time we try to call for tech support the hold time is an hour plus! I’m currently on hold to cancel and find out how to send our system back.. FYI my hold time is over 40 min.

Not very helpful

One of the white door alarm has never worked. I talked to someone, but he just said to reset system.

Too frequently requires upgrades and I…

Too frequently requires upgrades and I have a power station that hasn’t been functional for months and customer service has been not been good trying to rectify the issue

Room for Improvement.

Although a customer service rep has always been available, the knowledge is severely lacking. From misquoting the number of cameras I would receive to sending the wrong equipment. I've gotten conflicting information on sensor range, Wi-Fi operation and so on. For an unknown reason I no longer get camera notifications although they seem to be functioning. My main door sensor keeps failing unless I reset it. I feel there is plenty room for improvement.

Very cheap and low quality design

Long phone times. Terrible customer service. Equipment was cheap and basically kept falling off the walls. Any child or adult could easily dismantle any of the devices which would no longer make the home safe. Very disappointed. I returned all of my equipment.

Customer Service is a complete joke.

Customer Service is a complete joke.

The cameras constantly disconnect from…

The cameras constantly disconnect from wifi even with extenders. The outdoor kits are not good and don't detect all motion.

Took 55 minutes on hold to talk to…

Took 55 minutes on hold to talk to someone who could help me. unacceptable

Wasted money total loss!

This system worked very poorly from the get go. You advertise there is no annual fee like Ring but neglect to inform potential buyers that you charge monthly! My door cam was out more than it worked. There is no alert for another camera in use so if a thief comes in the back there is no alert or proof, as happened in my case! I complained several times. I did receive another front door cam and that didn’t work at all. I sent it back and cancelled the “service” then three months later you started charging me again! What a joke your product simply does not work!

Rep was nice but did not listen to my…

Rep was nice but did not listen to my comments. If as she stated my problem is batteries then I am once again disappointed in SimpliSafe as battery life was stated early on in my research as to be much better than she noted. If it is not due to battery life than I was misled as to being able to monitor my system from the app

Unhappy Customer

Ive had multiple problems with this system since the day it was installed. One motion sensor malfunction 2 months after installation. Caused multiple false alarms. Had to disconect it from the system. Constant errors from my base station saying warning locks not responding. Only 10 feet away. I will probable look for a more reliable service.

No one got back to me

No one got back to me

Awful customer service

They offered a set price for the equipment AND installation. When I tried to get the equipment installed after receiving it, they would not cover the installation costs. I then told them I wanted to send the equipment back. They told me it was too late after I had been going back and forth with them for months. This company is super shady...

Your service has become terrible

Your service has become terrible. It is nearly impossible to speak to anyone without waiting for an interminably long time on hold. Existing customers should not have to wait so long!

We couldn't get it to work so sent it…

We couldn't get it to work so sent it back. We have a different system now.

Crap did not work crap customer service

Did not work it had no signal to the dispach center I called customer service and no one whould answer I called like 3 times if they can’t even answer the phone 1 time what makes me think they can’t answer it that 1 time when you need help the most. I WHOULD CONSIDER RING SYSTEMS FROM AMAZON BEFORE THIS