We’re having a horrible experience

We’re having a horrible experience so far. Our smoke detectors were back ordered for a month with poor updates and communication and then you sent us some else’s security device! You were supposed to call us back to reprogram it and you never did. We have to wait on hold for 30 minutes every time we call and you won’t respond to emails. Horrible

Horrible company would not recommend…

Horrible company would not recommend them, send my system back to them on June 4th and still have not got a refund from them. Bought it on April 29th was told a tech could come from Hello Tech to install for me, they never came and cancelled out my ticket said no one was in my area. Decided to send it back and they received it but have yet to give me my $216.00 back. Have called 11 times to have this resolved and it has yet to be. Very poor customer service.

User friendly but not worth the money

It’s ok, I’ve let the alarm go off on purpose to see the monitoring response and it is subpar. They never call you, I’ve even had to call to double check my subscription status to make sure it is in fact getting paid correctly and it is. The service is kinda just ehh. Good thing it was a free gift for Christmas.

Customer support is awful

Customer support is awful, constantly going offline, noisy, I would not recommend and I am cancelling

Waited two hours on the phone to talk…

Waited two hours on the phone to talk to a person to downgrade my plan. Also first person I walked to didn’t know what “cellular “ feature do.

Getting someone on the phone is brutal

Getting someone on the phone is brutal. I was trying to buy another setup and had questions but could not get anyone on the phone so I gave up...

Features including cameras are limited…

Features including cameras are limited compared to competitors. Sensors can be intermittent. Camera may have WiFi issues when competitors don’t. Still working issues before deciding to return and get something else.

Terrible Customer Service

Every time I call customer service, no one answers for over an hour. I was finally sent a return label, but the link won't load so I have to call again for another one. When I emailed customer service to tell them what was going on, I was told to just call the number again. Very unhappy.

Aweful customer service and lack follow…

Aweful customer service and lack follow up to resolve issues.

Support was slow and unhelpful

Support was slow and unhelpful

Run Away From Simplisafe!!

Gave one star because zero was not an option! They lied about shipping, sold items they didn't even have to sell and then to get them to honor their return policy was a total nightmare! Stay far far away from Simplisafe!!

It’s expensive and faulty.

It’s expensive and faulty.. Customer service beyond SUCKS

System is not functioning properly and…

System is not functioning properly and customer service is terrible!

I have a lot of problems with the…

I have a lot of problems with the cameras

Terrible

Terrible. Returning product after hours of attempts with customer service (who is lovely) and alarm still won’t work.

Horrible Customer Service

Horrible Customer Service. Called several times but never received an answer despite customer service like being open for another 2 hours. The one time I talked to the someone at the beginning of my plan, she had no idea how to help me. Kept on line for over an hour and was told she would call me back and never did. I sure hope they actually monitor and call police when you need them.

There were many misfires and false…

There were many misfires and false alarms.

Non existent customer service

The customer service and tech support are non existent. I waited on hold 90 minutes twice with no response. Emailed and received a canned response 4 days later that did not even address my question. Our $100 camera does not work so what’s the point in having a system that won’t pick up activity. Also no customer service is not the way to do business. We are likely cancelling based on these poor experiences.

Customer service non existent

I've needed to do a full system return but cannot get through to customer service. No one answers the phone. Not sure why they need my safeword as the entire system is still in the box and has never been setup. I've repeatedly emailed them and keep receiving the same canned response.

Customer service is a joke

The only credit I will give this company is I like the look of the home base and keypad. The cameras are okay quality but are unmountable and are not outside quality. The customer service is horrible. I’ve sat on the phone for over 20 minutes and have emailed multiple times, receiving the same prompt with no resolution. Their website features reviews from other companies pages. I wish I had read real reviews before purchasing.

Echoing what everyone has said…

Echoing what everyone has said regarding their worthless customer service. Called because base station does not work and on hold for an hour and STILL no one has answered.

Customer Service is horrible

Customer Service is horrible. My unit will not log into the WiFi. I have called 3 times, 45 minute wait each time and the reps know nothing. They just read from a script when they do a search on your problem and are of no help at all. Trying to return the system now but having trouble with that too.

Non existent technical or customer service support

We haven’t had any issues with their monitoring. After having an alarm issue twice, the monitoring people told me they believe our system malfunctioned. The issue is extremely poor or on-existent technical support and customer service. We waited on hold on different days, times for over 25-30 minutes each with no pick up or recording. Just the same droning music on and on. Blaming heavy call volume is an excuse. Many companies tell you the wait times or allow you to get a call back. Simplisafe just expects you to hold on and spend your time waiting. Unacceptable.

Faulty video doorbell terrible service

I have tried contacting SimpliSafe multiple times about the faulty doorbell I received but have not been helped and have had to wait on hold for 30+ minutes without speaking to a human. I attempted installing the doorbell a couple weeks ago and have been having constant issues. I initially installed the doorbell to my existing doorbell system as per the instructions In the box. Upon turning the power back on, the chime immediately and continuously staring buzzing and the housing if for the chime was hot to the touch. I called tech support at that time and could not get any one on the line. I then looked up what could be causing the issue and learned that my doorbell transformer needed to be upgraded to a 16V/30A for the video doorbell by other people who had the same issue with their SimpliSafe doorbells. I emailed SimpliSafe and decided to purchase both a new mechanical doorbell chime and transformer in the meantime. I installed both the new chime and transformer and again, the doorbell chime started buzzing. This time the chime housing got so hot it smelled of burning plastic! I finally managed to get a SimpliSafe tech support rep on the line and they said I just needed to get a SimpliSafe chime connector and they would send it to me for free. It was due to arrive in 7-10 days, which was too long since we were about to leave on vacation. They gave me the option of 2 day shipping and said it should get here by Saturday (it was Wednesday) for an extra $18. I agreed to get the expedited shipping. The chime connector didn’t actually arrive until the next Tuesday! Once it did arrive, I connected it to my chime as per the included instructions. Once again, the chime started buzzing and the housing was warm to the touch. I waited a couple minutes to see if maybe the doorbell was just pulling constant power in order to charge its batteries and in that time both the chime housing and the SimpliSafe chime connector became incredibly hot to the touch! The chime housing actually started melting! This continued even after disconnecting the doorbell camera from the backplate. I immediately turned off the power and disconnected everything. I attempted calling SimpliSafe a Third time since now I have a potential fire hazard. I waited on hold for over 30 minutes and still no one answered. I have also now sent a Third email in addition to calling as my other two emails never got a response. I am furious that this doorbell has now cost me over $240 with having to get a new transformer, burning through two doorbell chimes, and potentially causing a fire with absolutely no help from customer support. That’s not including all the time I’ve spent crawling up into the attic and rewiring the whole damn thing. I never had any issues with my existing doorbell system before trying to install this faulty video doorbell from SimpliSafe. This company needs to not only take responsibility for their product but need to assist in fixing the issue and refund the money I have waisted. I will be calling again in an attempt to speak with someone about these issues but hope to finally receive a response to my emails as well.

Terrible Phone Support

Have tried to reach customer support a couple of times since I installed my system and they constantly put you on a very long hold time. The service is nothing like what they advertise. I would not recommend this system.