SimpliSafe is unreliable. Doesn’t know where I live?

The black Simplisafe Smartlock on my front door stopped working on Feb 2. In total I had to make 6-7 calls, going through exactly the same troubleshooting steps each time, before they offered to replace the lock and give me two months of service. It’s March 15th and when I called today there was a half-completed order for a grey smart lock in the system going to an incorrect address. This is the company “protecting” me? Canceling the monitoring service…migrating to a new system asap.

I called to transfer services into my…

I called to transfer services into my name from my mother who just passed away less than a week ago. The customer service representative refused to help me without the "safe word". When I responded, "I think it is either --- or ---". The representative stated, "it can't be 'I think'". I said, "well she's deceased so I can't ask her". Still, the representative wanted the "safe word". All I could do was hang up after loudly stating, "the woman is dead! SHE.IS.DEAD. What don't you understand? I can't ask her what the stupid safe word is!" Needless to say, the system is still in my mother's name and I'm looking for another security monitoring system to install.

Continually trouble with camera and…

Continually trouble with camera and given the run around with regards to replacing it. Called to talk to a specialist and they hung up on me twice.

Overpriced even though it is the cheapest out there.

I'm trying to cancel now. I can't click a link on a website. I called customer service, they have me on hold waiting to speak to an account specialist. Creating arbitrary obstacles to cancel your account is a huge issue to me. It took 7 minutes on the phone. Not a terrible amount of time but the fact that I have to call and be transferred at all is unacceptable to me.

Bogus charges, horrendous online and customer service

I’ve had SimpliSafe with monitoring for several years, and until now have been happy with their service. On March 1, I decided to add a third camera to my system. I went online and found a SimpliSafe outdoor camera at Walmart for $139.99. Only one left. I checked the SimpliSafe web site and found the camera was $199.99. I did a google search for SimpliSafe coupon codes and found a coupon that offered a 30% discount for online SimpliSafe purchases site wide. As they were the same price, and the Walmart description didn’t say anything about an included 25 ft power cable, I decided to purchase from SimpliSafe. I added the outdoor camera to the shopping cart, went to the cart and added the coupon code, the code worked as advertised and took $60 off the purchase price. With taxes and shipping the order came to $159.27. I placed the order. I got a message back saying “Payment not processed. Please review your payment and billing information and try placing your order again”. Thinking I had made a mistake, I reentered my card information and placed the order again. I received the same order not processed message, and tried to place the order a third time. This time I received an error message. I contacted SimpliSafe customer service. The agent first told me the sale didn’t go through because the coupon code wasn’t valid. I told him that can’t be true because the code was accepted and a $60 discount applied. I tried the purchase again and received the original order not processed message. He told me he’d check, came back and said there was no valid coupon codes. I asked to speak with a supervisor. He told me. Supervisor would tell me the same thing. I still asked to speak with a supervisor. I was placed on hold. A supervisor never came to the phone. I then got nervous, and while on hold waiting for a supervisor, I asked my wife to check our credit card to see if there was a problem. My wife found TEN pending charges for SimpliSafe, each for $159.27, for a total of $1,592.70. She immediately contacted our credit card company who verified the TEN pending charges. I immediately hung up (still waiting for supervisor) and recalled SimpliSafe customer service. The rep I spoke with told me she could see SIX orders placed, each for an outdoor camera on March 1. After some discussion, she cancelled those six orders. I asked what was to be done about the other four orders on my card, she told me she could only see six orders. I asked her how this could possibly happen, the system telling me the sale wasn’t processed, but pending charges placed on my account. She told me she wasn’t sure, but that she had cancelled the orders she saw, I thanked her and again asked to speak with a supervisor, as I wasn’t at all satisfied with how this could have happened. She placed me on hold to find an available supervisor. She checked back with me several times while I was waiting. She did a very nice job. When the supervisor finally came to the phone I again explained the situation. He told me there was no available coupon code. I reminded him that the SimpliSafe system accepted the code, initiated a $60 discount, gave me a message to try the payment again and placed TEN pending charges at the discounted price on my credit card. He then told me there were only five pending charges, not the ten showing on my credit card account or the six that the agent had already canceled. He then blamed me, saying each time I attempted to place the order, a hold was placed on my card, I reminded him about the system messages I had received telling me to place the order again. I told him I took screen shot and saved it. He then blamed the agent, the one person who took the time to help me, saying she hadn’t looked at the account closely enough, that no charges were actually pending. I reminded him again of the pending charges on my card and the six orders cancelled by the agent. He finally told me that I had encountered a system glitch, and he wouldn’t be happy about it either if holds were placed on his credit card account. I asked him who I could write to or speak with to address these issues. After alot of evasive answers, he finally told me I could fill out a survey! He then told me I could tell the SimpliSafe community. Those were my only options. I asked for his name and he told me Wilson. Hmm. I never received a survey. The bank tells me it will be one to two business days before I know if all pending charges have been removed.

Worthless Customer Service

For some reason, they haven't sent my order. I contacted them about it. They said they could not talk to me about it. They said I had to call them and tell them they haven't sent the order. This comes after spending about 6 hours troubleshooting the problem - which was worthless, as I already knew the issue and told them from the outset - and they promised my replacements would be sent and arrive in three business days. A week later I don't have them and they claim they can't talk to me about it. This is a company that is supposed to be a security company. Worthless. Can't believe how bad the customer service is.

I referred my parents to simplisafe and…

I referred my parents to simplisafe and we called in to place their order, there is a $200 referral bonus associated with referrals. Simplisafe has refused to pay this. They strung me along for 90 days saying they would only to own up to the fact that they lied. Also, their service is crap. I keep receiving an announcement from the base that says "wireless interference". They don't know how to resolve this issue. But said it could be because someone has a device that is interfering with my service. When it does this, it takes your entire system down, and they cannot connect to it. Do yourself a favor and do not go with these people!

Scam company. Simply does not work

Since we purchased the door guard and motion detector, we have just had a TERRIBLE experience. First they quietly charged us a $30 fee for a service we did not sign up for. On the phone, the representative said it was a mistake, but they could offer me a free camera and 1 year of monitoring if I continued to pay the $30. I refused and they insisted. They lowered the fee to $12.50 for the first year. I said no again and asked for a refund. It took me 3 hours of my day to defend myself against this group of scammers. They charged my credit card without my authorization. Second, the alarm goes off at night for no risky reason: if the wireless signal is low, you will wake up at 3am to a loud robotic voice saying. "Internet signal not detected". Other times, you will receive another loud notification in the middle of the night: "Signal interference detected. Another night, you get another loud message, "Terrace entrance not responding." This is a waste of time and money. Avoid it as much as possible. Simplisafe just does not work.

Why I’m switching to Cove security:

Why I’m switching to Cove security: I had an incident in my home December 24, 2024 and SimpliSafe not only failed to contact the authorities, they refused to let me speak to a supervisor or have a supervisor call me back. At 6:59 AM, my alarm went off, indicating someone had entered my front door, and I was alone in my home as a senior woman. I immediately went to my bedroom door, locked it and picked up my key fob with a panic button (I have gotten a new one a few months prior) on the end and pressed it repeatedly. I did not turn off the alarm. I took my cell phone into my bathroom, locked the door and called 911. The police were wonderful and the dispatcher sat on the phone with me for the approximately 20 minutes until the police arrived at my home. Knowing that I had pushed the Simplisafe panic button, I assumed the authorities had been contacted and did not even pay attention to my text until after the incident as I was too shaken. I received a text from SimpliSafe saying we have received an alert, something about through your front door. The text said would you like us to call authorities or cancel? Only at 7:20am as the police were knocking on my door did I press “C” for cancel. The entire rest of the time prior to that, SimpliSafe had received no communication for me yet had failed to alert the any of my emergency contacts at any time that day or call the police saying there was a possible situation. I kept waiting for someone to come through my bedroom door. As the police were pulling into my driveway, the dispatcher on the phone said ma’am, you need to know that your security company never once contacted us. I recommend that you find another security company. Thankfully, there was no real intruder; the SimpliSafe sensor simply fell off my door and caused the alarm to activate (which has happened before by the way, their sensors fall off repeatedly). I called SimpliSafe at 8 AM approximately on December 24, 2024 assuming they would be responsive and concerned. Their recording said the customer service center was closed on the weekends except 8 AM to 5 PM and to call back during business hours. A security company that is closed during the night when you need them the most??? I called back a few times and meandered through their voicemail system until I reached someone Asian at a call center which I’m assuming was overseas by the voices I heard in the background which were all Asian. Her English was not great, I was very upset and told her I didn’t want to take it out to her on her, so I needed to speak to a supervisor. She kept trying to read from her script so that I did not have to speak with a supervisor, but I was persistent. After trying to persuade her to let me speak to a supervisor for over five minutes, she said that she would have a supervisor call me back sometime that day, but likely not until after 4 PM (eight hours later). I told her that was unacceptable as it was Christmas Eve. She then said someone would call me earlier which they never did. I’m incredulous that I’ve been paying security to this company for seven years, a serious incident like this happens in my home, and SimpliSafe obviously does not care. So I’ve been doing some research and I have found another company with a do it. Yourself security system called Cove. Interestingly, their equipment cost 1/4 of the cost of SimpliSafe equipment (my cost seven years ago ) and their monitoring fees are the same. So I guess I’ll try them. Still waiting for that call Simplisafe.

I had SimpliSafe system installation…

I had SimpliSafe system installation about 22 months ago...everything worked fine; however the main number pad "Went Black" nothing worked...in fact the alarm went off after playing with the number keys, that alarm rang for about 5 minutes and finally stopped. Call SimpiSale. The guy I spoke to was hard to understand and he said I needed a SimpliSafe tech to come out in a few days to fix the problem. He said it would cost about $175 for that tech. So I went online and read all I needed was to put in new batteries...I did and 5 minutes later the system was up and working like normal. If you want to "simply safe" money....DO IT YOURSELF....CHANGE THE BATTERIES and your SAVE YOUR SELF $175.00

Scam

Terrible. Worked for a little while, then I couldn't log into my account. My browser would block me, saying it wasn't safe to move forward logging in as well. Cancelled my own debit card for safety and moved on. I am still getting emails from them four years later, which prompted me to write this review.

Terrible System

Terrible system, it goes off line all the time. We had this for almost three years and it barely worked for six months of that time. The smoke alarms continuously beeped like it need a battery, they didn't. The cameras would not stay on line and the pad did not work correctly. Customer service is non existent, and if your try to cancel the service, they put you through multiple people to try and still try to talk you out of cancelling. when you do cancel, you get reminders for months, to pay your billl, What a nuisance.

I had Simlisafe for approximate 8+…

I had SimpliSafe for approximate 8+ years in my previous house I had sold. So in my new house decided to get another SimpliSafe system. Started out good with new system but was surprised when started having issues within a few months. Not the same anymore. Their customer service isn't like it was at their start up. My old sytem in that 8+ year period may have given me a problem 2-3 times with monitoring alerting me about battery replacement. No problem replaced the batteries. New system 5 months old now and have had to replace 2 sensors, and 3 batteries already. I had asked their customer service since system was only 3 months old with issues if they could just send me some new batteries and another sensor. Customer service told me to go buy some more batteries. Now 5 months old and had to replace another sensor and now another sensor is not working. I think I would try another company next time I need an alarm system. Unfortunity might be in near future. Batteries should last a couple years and they don't. Cheaper system.

I have been with simplisafe for a long…

I have been with simplisafe for a long time and wanted to add an additional system. Simplisafe was running a promotion that included a $100 visa gift card. I have been fighting for this gift card since October 2024 and every time i call they dont have the info and promise to have it to me within a couple weeks which never happens. I think the company has gotten too big and customer service has gotten terrible.

poor devices

Smoke detector sounds for no reason. Company suggested to clean once a month - problem still happens - disconnected device. Cameras do not capture my neighbor throwing fireworks at my house. Cameras do not capture all people approaching my front door. Cameras do not capture several hours when criminal activity was taking place on my property. Switched to hunting trail cameras. Alarm system is ok.

Horrible Customer Service but devices work so far

I had a simple issue that needed to be corrected with installation. I called Ontech (Simplisafe's contracting installer) and they said to call Simplisafe and have Simplisafe reach out and confirm my account order and then they would be ableto fix it. I relayed as much to Simplisafe representatives and was transferred to 3 different people, the last of which would not listen to me and simply kept repeating that she could not help me with installation and I would have to call Ontech. She resisted me trying to speak to her supervisor and eventually just put me on hold until I have up. Horrible customer service to be given the run around and not even try to help me with my problem. If not for the fact the simplisafe equipment itself is working for us, this would be a lower review

They have non-existent customer…

They have non-existent customer service. After three hours of explaining and re-explaining four times to several different people and providing proof of what they said my refund amount will be, they still argued with me!! They argued with me that I received free cables yet on the invoice it clearly stated that I paid for it. Long story short they refused to refund me the amount. Do yourself a favor and go with a different company for security. They are NOT worth it!! Never experienced such terrible service. Never have I ever experienced that they didn't honor what they said even after providing proof!!

Scam company. Simply does not work.

Since we purchased the door guard and motion detector, we have just had a TERRIBLE experience. First they quietly charged us a $30 fee for a service we did not sign up for. On the phone, the representative said it was a mistake, but they could offer me a free camera and 1 year of monitoring if I continued to pay the $30. I refused and they insisted. They lowered the fee to $12.50 for the first year. I said no again and asked for a refund. It took me 3 hours of my day to defend myself against this group of scammers. They charged my credit card without my authorization. Second, the alarm goes off at night for no risky reason: if the wireless signal is low, you will wake up at 3am to a loud robotic voice saying. "Internet signal not detected". Other times, you will receive another loud notification in the middle of the night: "Signal interference detected. Another night, you get another loud message, "Terrace entrance not responding." This is a waste of time and money. Avoid it as much as possible. Simplisafe just does not work.

Got scammed by SimpliSafe...don't trust the fake reviews

Got scammed by SimpliSafe...don't fall for these fake positive reviews. I had a problem with my hardware and I contacted support and, despite telling them multiple times that I wanted unmonitored service and that I didn't want to pay for monitoring, they signed me up for Core Monitoring against my wishes. Now I have to navigate all their retention specialists who just hang up on me when I'm trying to solve this. Run far away from this company. They used to be fine but now they're just predatory scammers who incentivize their sales people to sign you up for services that you didn't want. There needs to be a class action lawsuit against this company.

Impossible to cancel or return

I ordered $900 in equipment and paid for next day air shipping. The order did not ship out on time and I called and cancelled the order. Just to cancel the order took over 40 minutes with customer service. They shipped the order anyway and charged my credit card. When I called to request a call tag to pick up the item as it had been delivered by Fedex, they informed me that was impossible and my only option was to bring it to USPS and wait 2-3 weeks for a credit. Extremely poor customer service and inefficient company.

Don't you dare try to cancel!

Don't you dare try to cancel! it works... okay when it's running but the whole thing feels like a scam. Nearly impossible to cancel (I moved out of the coutry, their ONLY solution was to call their US number).

Visa gift card is a lie

I bought the system, they promised a $100 Visa gift card, and despite many phone conversations for more than a month, they just don't seem to be able to do it. They call me every week and update me that they're still looking into it. Seriously? Can't be that complicated.

“No Contracts” That is exactly what I…

“No Contracts” That is exactly what I wanted as advertised on first page of the website. What that means and what I assumed it to mean are two different things. What I wanted was an alarm system that would notify me on an app when there was an alarm. What I didn’t realize is that the app only works with monthly fee. Also warranty was voided when I stopped paying monthly fee according to representative I spoke with. Outside of my not understanding a monthly fee was required for the system, in my 2900 sf house the main unit located on my first floor often lost communications with keypad in bedroom 200’ away on second floor. Again very difficult to determine unless you have app with monthly fee or try to use keypad in emergency to sound local alarm. For the fee you must get as well get larger manufacturer to install their system for free with monthly fee. I understand I should have read all of the fine print before purchasing, but I hope this review helps others in purchasing decision.

You pay top dollar to buy the product…

You pay top dollar to buy the product that you now own for them to not allow you to save camera videos or view door open/close history without purchasing monthly service plan. If I paid for it, I now own it and the rights to the videos. Pathetic

Received an email from Simplisafe…

Received an email from Simplisafe saying if I ordered today I would get 50 per cent off. I went online and selected my system and found they were only giving me 20 per cent off. Contacted support and was blown off and no answers. Feel they are doing switch and bait. False advertising