Need to update devices don't know why…

Need to update devices don't know why no change on our side. Can not find spot on web site to change from 24 to 14 monitoring, I guess you hide this or make it difficult on purpose.

Web takes too long to connect from…

Web takes too long to connect from mobile app. Sometimes it repeatedly asks to sign in again and again.

Overall the product is good

Overall the product is good, but phone support is terrible. Never was able to talk to anyone because the wait time was too long. I expected better support based on the company's advertising.

Friendly staff...but just a mess when…

Friendly staff...but just a mess when trying to set up, change, etc...return of system took forever!

Overpriced. Self monitoring is worthless

System is useless if you opt to monitor yourself as you can’t access the app or do anything really without paying the monthly. And they have one of the highest monthly’s I’ve seen, $25 a month?! What a joke. Get a Ring system, you can use it without monitoring and if you do want to monitor it’s only like $10 a month.

don’t. even. bother.

if i could go back and never have purchased this system i would. there were always issues with my products. my order originally got screwed up on their end, which they did take care of by giving me a discount and a few months of free monitoring (which was essentially meaningless because the cameras aren't great). i called prior to the free months being up to cancel the monitoring so i wouldn’t be charged when they ran out, which they acknowledged and i got an email confirmation of the cancellation. then, a few weeks later, i received a $25 charge for the monitoring. i called to get it refunded and canceled (now the second time) - they brushed it off as an oversight. this then proceeded to happen 2 more times, and the most recent time i called, they gave me so much grief and refused to return my money because “i had used the app” - the app which they had confirmed in both previous phone calls that i WOULD be able to use free of charge for self monitoring the cameras. i was somehow lucky enough to get the charge refunded, but of course they gave me so much runaround and all for $25!!! i had half a mind to pay them to take it all back. such a waste of time and money. don’t even bother.

The site needs improvements

The site needs improvements. It is so difficult to navigate. I was on the computer and could not find where to pay my missed payment or update billing information. On the app I found it, and updated my payment information, but I could not find a “Pay Now” option to pay the missed payment from July 22.

Sensor Errors

Sensors not responding is a daily error. There are 2 sensors that constantly do not respond and both are door entry sensors. One of the doors the sensor doesn't respond on is the door that a burglar used to gain entry into my house before getting the system. The system is not helpful to me if 2 door entry sensors won't respond. One of my window sensors would not respond at one time also. One of the sensors I received in my order was defective so I never used it. It might be a good system if all of the sensors would work all of the time.

returned the system after two days

returned the system after two days. The tech support was horrendous and half of my products were back ordered. Tech support kept apologizing.

Nothing about this has been good

Nothing about this has been good System not installed Installer won’t return calls Being billed for service that I am not using

I was on hold for approximately ten…

I was on hold for approximately ten minutes before my call was answered. I found this very troubling since I was calling about the fact that the alarm on my system had been triggered. Even though the triggering was the result of a miscommunication with someone entering my home, I am deeply concerned that I was on hold for over ten minutes before speaking to an agent. Is this the type of service I should expect for $24.99/month?

Horrible

Horrible and dishonest.

Had so many issues with the sensors and…

Had so many issues with the sensors and fire dector. The camera never seems to work

Wait time is unbelievable

Wait time is unbelievable! After you finally get someone on the phone the service is ok.

I made 2 appointments to do the install…

I made 2 appointments to do the install and and both times no one showed up! Very disappointed ! Tony S

Useless unless you pay for monthly…

Useless unless you pay for monthly monitoring, total waste of my $!

Cameras no bueno

I bought outdoor security cameras that do not detect motion or send push notifications. I have contacted support but no good answers. Guess I will purchase Ring cameras.

Not impressed

I was excited to get the system but had a lot of difficulty figuring out how to set up the door sensors (based on my door set ups). I work a lot and it’s difficult for me to wait on hold on the phone for long periods of time so was hoping for help via email or online. That is not an option, unfortunately. So they still are not set up months later. The camera was helpful initially but it has stopped working (and I can’t get it functioning again, which is frustrating). I have done the troubleshooting online but nothing has helped. Again, I don’t have time to sit on hold. So overall, not impressed!

Absolutely awful customer service…

Absolutely awful customer service combined with even worse shipping stay away

Your service was not good to many…

Your service was not good to many issues with the equipment. The customer service also was bad.

Having issues with connection

Having issues with connection. Doorbell camera we can not get to work. Not very reliable.

Key pads are faulty

Key pads are faulty. Replacements are faulty. I have 2 systems.

Long customer service wait time and devices are buggy

I’ve waited on hold for over an hour to reach customer service and sometimes will need to be transferred and wait on hold again if I don’t reach the right department. My front door often gives a “smart lock not responding” message despite me still being able to lock and unlock it via the app. I don’t bother calling customer service about the issue because I don’t want to wait on hold for a very long time only for them to most likely tell me everything looks functional on their end. The smart lock pin pad also doesn’t always deactivate the alarm. I have to enter my pin in the keypad once I do unlock my door and come inside to turn it off completely. No matter what I do and how high I place the motion detectors and what advice SimpliSafe gives me on their placement, my tiny dog and cat always set them off. I had to change their settings in the app to “silent alert” when the alarm is set to away mode because I was getting calls from C.O.P.S Security all the time when I was away due to the animals triggering the motion sensors. Hopefully a real intruder doesn’t come in and set them off when I’m away. Now I’m simply relying on my entry and glass break sensors to alert me of a human intrusion. The only reason I’m keeping the service is because I’ve invested so much money in their products/accessories — 1 base station, 2 keypads, 2 smart locks, 3 entry sensors, 1 water sensor, 1 smoke detector, 1 glass break detector, and oodles of motion sensors. I just found out I need to get an additional alarm/105db siren too because I can’t hear the base station siren on its highest volume from my bedroom or when in the shower — 2 places where I’m most vulnerable. There goes another $60 I have to spend.

When the camera/app wants to actually…

When the camera/app wants to actually work it’s great; however it disconnects and “no video recording” happens way more often than it should. There’s no issue with my internet so I’m not understanding the issue, we’ve done trouble shooting and updated it and that doesn’t help. It’s irritating that you pay for a service and it doesn’t work.

System good. Door lock is a fail

First, I had to wait 30-40 minutes each time I called which is unacceptable. Then the representatives I talked to were just reading from a manual or basic instructions to restart my system which we tried countless times unsuccessfully. We were never able to get my smart lock to calibrate so they sent a second one that would not calibrate either. As of this review the issue is still unresolved. As soon as I have time to wait another 30 minutes for a rep I will be requesting a full refund for the door lock. I enjoy SimpliSafe but the long wait and technology issues with the new door lock is frustrating.