Don't expect to ever speak with anyone at Simplisafe

While the products themselves are ok, the customer service and technical support are absolutely impossible to get through to. They sent me part of an order which I had canceled weeks previously, said that it would be a few weeks after they had received it back before I would see a refund. They did send me a return label, but after posting the item off it was quickly returned to me by usps because they sent the wrong weigh value. I then had to pay $14 to ship the item which I did not want back to them, I'm still to receive that refund on the product (around $100 value). When someone calls you, they are friendly on the phone, but this doesn't help with their ability to actually solve your problem. Overall, I wish I had picked a different company to go with, but their products are actually quite good.

Easy installation

Easy installation, but motion and door sensor do not work in outbuilding. suppose to work up to 700 feet. Outbuilding only 200 feet from base unit.

Extremely poor customer service

Extremely poor customer service, will continue charging your card after being cancelled. And good luck actually talking to a human, can't imagine if it would've been an actual emergency...

Horrible experience with their tech…

Horrible experience with their tech company, Hello Tech. Could not get help with installation and set up so I had no alternative but to return equipment to SimpliSafe. I did reach out to SimpliSafe to request that they contact Hello Tech for assistance in scheduling one of their technicians but they refused to contact them.

I’ve been trying to get a hold of…

I’ve been trying to get a hold of customer service. Three days in a row, no answer on hold forever!

Terrible hardware

Setup and installation was easy and smooth, but the actual hardware is lacking. The camera disconnected from and reconnected to wifi at least half a dozen times a day on average over the course of two weeks. It was four feet away from and with direct line of sight to my router. That router is set to log and report all new connection attempts and over the same period out of the 17 other devices in my home the only other reconnect events were my cellphone when I left and returned home. That includes leaving my phone right next to the camera overnight. The camera lost connection three times while the phone stayed connected without interruption. The base station was fine for about a week, then began restarting automatically at random. Often when it restarted it would fully reset, meaning the keypad wouldn't pair back up and I would have to manually reset it, re-pair it with the base station, and re-add and name all my devices again. I set the door sensors to chime and send me notifications any time they opened because I have a special needs child who occasionally wanders. Both sensors failed to trigger one or both actions the vast majority of the time. I started a return/refund process and shipped the hardware back six days ago and have not received my refund yet. I'm willing to consider this a shipping delay problem for now, but we're approaching the point where that's no longer credible.

Immediately after ordering I received…

Immediately after ordering I received an email from SimpliSafe advising they couldn't ship my order complete. I asked that they cancel it that I couldn't use it incomplete. Two days later they shipped it anyway. Then I advised them not to ship the back ordered item and requested a return authorization for what they did ship. They told me they could not do that via email for security reasons???? They gave me a number to call but NO ONE EVER ANSWERS!!! I filed a claim with my credit card bank and they are handling it now. SimpliSafe is impossible to reach by phone regardless of what phone number they give you. Please issue an RMA and I will return all items within your 60-day requirement for a FULL REFUND INCLUDING SHIPPING. That's all I want. Thank you, William C. Michigan

So very buggy

Setup was buggy, and the app could be so much better. I had to call customer service to set up the system because it both had my base system registered, but kept sending me back to the start of the process. The app keeps kicking me out to authenticate, which uses the website. The handshake between app and website is faulty, so it keeps shooting me back and forth. The app keeps landing me on the page to setup my service, even though I've been setup for a month. The cameras click like crazy at night because even though my alarm is off, motion is triggering it or something. In the app, it's not entirely straightforward where to see the history for the camera. I can only setup one login for the app, so I can't let guests enable and disable the alarm from the app unless I want to give them master login.

I had high hopes

I had high hopes when I decided to purchase this system. I heard and read a lot of the reviews and thought this would be the system for me. However, as soon as I installed the system I had problems with the cameras. After a lot of troubleshooting, and a customer rep giving me three months of free monitoring along with the assurance that if I ever had any other problems I could return the system for a full refund... things ran smoothly for a while. Then I go out of the country on vacation and the sensors in my house decide that they will "sense" intrusions. Multiple false alarms and multiple visits from the local police forced me to disable my alarm until my return. What really seemed suspicious is that the cameras lost connections and failed to record anything during all of these alarm events. The troubleshooting guides state that it was due to lost wifi but my wifi service remained active during those events (I have other devices that use wifi and they remained online). It was peculiar to say the least yet I could not get any help on this matter. Imagine if a real intruder had entered my home and there was no video of it because the alarm I purchased failed to perform in a manner it was designed and for what I paid for it. I hate to say it, but the police response times in my area exceed ten minutes... that is a long time for a home owner. I emailed customer support through the app with the request to contact me upon my return date and to contact my local police department with an explanation for the false alarms. No one contacted me. I emailed again upon my return and still no reply. I called the tech support line three times and it averaged almost two hours to get answered. Who has time for that? I returned my system for a full refund after some lengthy calls to customer service. They were initially unwilling to honor their sales rep's agreement with me to be able to return the system anytime if I had problems. They cited multiple times that full refunds were only possible before 60 days. There is my problem... the impression that I got was that Simplisafe would go out of their way to help you up to the return date and then you were on your own. I could not get any help within a reasonable time (two weeks) and the customer reps would make excuses. Finally they honored their agreement and I had my money refunded after I returned the equipment. If there is any doubt about the truth of my experience, I have copies of all receipts, correspondences, call logs, and alarm events to include videos during the events with the police.

Poor response when calling customer…

Poor response when calling customer service network. Numerous times put on hold.

Called several times to get help to…

Called several times to get help to install but got no response. Poor customer service.

Waste of time and money and still…

Waste of time and money and still waiting on my refund after a rep from simply safe screwed it up! Never again! If I can rate a negative zero I would!

I can not get anyone to call me back…

I can not get anyone to call me back after purchasing my system.

Very difficult to get delivery on items…

Very difficult to get delivery on items ordered June 22nd. And no follow up from Simplisafe as to status.

The smoke detectors in the upstairs…

The smoke detectors in the upstairs rooms were unacceptable. They did not stay in communication with the master station, causing false reports. In addition, there were several (2 or 3) failed smoke detectors during the relatively short time they were online. Other than the smoke detectors, the system worked fine and was easy to install.

Some families have more than one person

Periodically an update to the app requires me to re-login to the SimpliSafe account to gain access to our security system, but there’s apparently no way to add another account to the system so my wife and I have to share a login. But when the app forces a new login, it requires a reauthorization via the account holders email, which I don’t have access to, so I get locked out until my wife can get to her email and reauthorize me. Simplisafe says it’s for security - as I guess they don’t want an estranged family member gaining access to the system. Their brilliant solution is to have my wife hand over her email credentials so I can authorize myself - as if that’s not a greater threat during the hypothetical estranged member scenario. The developers seem to fail to understand that a family may have more than one authorized user.

I returned my doorbell and one door…

I returned my doorbell and one door sensor and only got refunded for the doorbell

My system keeps not working and no one…

My system keeps not working and no one can help me and I keep getting charges when I was gifted 3 months because of all the issues

When you call in you are on hold for 30…

When you call in you are on hold for 30 plus minutes, I had several things placed on back order and when I called some of them were in so the person shipped out. Meaning they would not have shipped unless I called and sat on hold for 30 plus minutes and talk to someone

90 percent of the time I have at least…

90 percent of the time I have at least 2 sensor not responding. I did everything your website told me to do. System is unreliable

worst decision I ever made in regards…

worst decision I ever made in regards to security!! Sensors not working when I got the system

No help setting it up

No help setting it up

If I could give you a zero If I could

If I could give you a zero I would. This is by far the worst service I have had.

broken keypad

broken keypad. not resolvable by e-mail, had to call. in the meantime we had a false alarm caused by the alarm being on when we didn't even know it (no warning, until the alarm went off). to get the replacement, we spent an excessive amount of time waiting on hold on the phone. even contacting the monitoring service, immediately after the alarm went off, involved a substantial amount of time on hold. not sure what we would do if we had an actual break-in.

Camera worked for about a week and then…

Camera worked for about a week and then was taken offline. When I called to get tech support told it wouldn't work without a monthly plan which wasn't communicated in the book. The camera should work without paying monthly so this is total BS!