Wow, just the worst.

Wow. Just the absolute worst customer service. And that's saying something. Multiple calls for multiple issues with no resolution. Tons of wasted time on hold - over 1.5 hrs today alone. They appear to have their service people working from home with babies crying in the background. All of my problems should be easy to resolve, but no one I've spoken to seems to be qualified to fix anything. I am currently on hold with a guy who wouldn't let me object to that and now the call has dropped. Don't ever ask for a supervisor. They have to fill out a request and you can be on hold forever waiting for one, and then like twice yesterday- they just disconnect the call. Maybe the idea is to just have you give up. I wish I never ordered this system.

Technical support does not answer…

Technical support does not answer calls. I just set up my system today and I need to ask some questions and have been on hold for over 30 minutes.

WORST SERVICE EVER

WORST SERVICE EVER! I literally placed an order and noticed that my old address was placed on a Saturday, I then emailed to let them know 10 min after I placed the order. They then email me on Tuesday and told me to call them for security reasons and then told me that they've already shipped the products and I'll need to call fedex and affirm. What's worst is that I never got the tracking number! Go somewhere else!! CX sucks!!! Edit: why did simplisafe reply sooner here than my complaint and frustrated email directly to them? Still haven't heard back and there's no calls from them. STAY AWAY FROM THIS COMPANY!

Unacceptable Technical Support Wait Times

I have a comprehensive SimpliSafe System throughout my home. The System includes 3 Smoke Detectors. Recently, all three Detectors went offline and warning messages appeared on my Keypads as well as my phone apps. These Detectors indicate in fine print ONLY Panasonic Batteries are acceptable. I ordered the replacement batteries from Amazon and installed them. The three Smoke Detectors did not function properly after replacing the batteries. It tool literally two hours on a Friday night to get a SimpliSafe Smoke Detector Technician on the phone to walk me through an elaborate series of re-set steps which are not outlined in SimpliSafe's printed Manual. SimpliSafe's wait times (2 hours) fir Technical Support is unacceptable. This will be the main reason Consumers will end up moving away from SimpliSafe Service. The company needs to hire more Technicians to support all the Electronics (huge Retail Mark-Up) they are selling.

I only have this company a 1 star…

I only have this company a 1 star because it wouldn’t let me leave zero. This is the worst company I have EVER had to do business with. I ordered and payed for my stuff on June 10th and was told I would receive the equipment within 3-4 business days. It never came. I called and they said by the next Monday. It never came. I called again and they said by the next Monday. Never came. I called again and they said it would be overnighted and had a tracking date to be delivered that next day. Never came. Here we are 4 days later and it now doesn’t even have an expected arrival date. They are refusing to give me money back until I can receive the equipment and send back to them and I have no equipment to account for that I payed $250 for. This is a HORRIBLE company!!!!!!

Simplisafe use to be a great company in…

Simplisafe use to be a great company in the beginning but with the updated hardware that always drops working or a 30+ minute hold with no chance to leave a call back number shows me that the company has lost it's uniqueness in the business. My system just disconnected from the monitoring site with no notification and yet the monitoring service could not let me know if it was working late last night. Keep looking if you are thinking of this company and I hope they will decide to pay folks to work and answer the phone.

A huge disappointment.

Simplisafe used to be a great company. I have been with them many years and feel lately they are not the same company. The support people are phony as can be. I tried calling for over a month about a problem having with their website log in and after spending hours on hold no one answers, so I wrote in to there support and they answer with a bunch of polite comments that a higher up will call me within X amount of hours to help. No one has ever called so I followed up numerous times to no avail. Just get idle promises. They are great at IGNORING YOU with false promises that are meaningless. I prefer companies with strong customer service and they don't have it! I agree with so many of the other reviews here stay away from them. Up date to my review. I have been informed by Trustpilot today that Simplisafe would like more information about my experience. It supposedly will help them verify that I had a genuine experience with their business. What a joke I sent and received 12 emails to them regarding my issue. You would think someone at SimpliSafe would take the time to investigate with their support correspondence and read the mess, I have dealing with them! Instead they throw it back on me to prove I had a genuine experience with them. I don't understand where they are coming from. They have copies of all the emailings back and forth already! Tells you how unorganized they are.

Horrible Customer Service

Horrible Customer Service. I have tried over a week to cancel my service, all I get is horrible music and then when you do speak with someone they hang up. Had issues with my pin pad, they hung up after waiting for 40 minutes two separate days to speak with someone, hand to get a locksmith to come and open my door. Stay far away.

Worst customer service I have ever…

Worst customer service I have ever seen. I have called 7 times now and have been on hold for 15 plus minutes each time and still have yet to ever be able to speak with someone. Not to mention I have email multiple times and the only response I get is to call the customer service line. It started out with a simple issue as I had accidentally put .con instead of .com for the end of my email address and now it is a much bigger issue as I am missing items I ordered. Don’t waste you time, money, or energy on this company. They obviously don’t have a clue as to what they are doing. Huge regret.

I have the $14 plan and three time have…

I have the $14 plan and three time have been charge $27. Each time they correct then months later they do it again. Today on hold for 1 hour 13 min. Then 42 min. Then no ones back to resolve just left on hold. It's terrible way to take customers money and no call or email. I will make sure people know.

Impossible to unsubscribe from

Although the product is great and easy to set up, do not subscribe to their monitoring service. They make it almost impossible to cancel the subscription. The only way to cancel is to call and I have spent hours on hold trying to get through to someone.

Avoid Simplysafe. You'll be on hold forever before getting any help.

I've had SS for about 8 months. There have been regular problems with my base station. Trying to get ANY support from Simplysafe is a joke. Yesterday, I spent over an hour trying to call them because AGAIN my base station has the red light on. The first call, I was on hold over a half hour. So I called back again and pressed 1 pretending to be a new customer. They answered within 30 seconds. The sales rep was profusely apologetic, and transferred me to "tech support". Of course after explaining the situation, I got disconnected, so I called again, only to be on hold for another 45 minutes. This is horrible, particularly since it is supposed to be a home security system. It malfunctions often, and I can't reach anyone at the company to troubleshoot. Stay far away from Simplysafe if you want to feel secure in your home.

A disappointed longtime customer - now less disappointed.

A longtime customer, I recently downgraded from the "Interactive" to the Standard monitoring subscription due to unsolvable stability problems with the wifi camera. Half the time I try to connect it is "offline" despite having an excellent signal strength and bandwidth. Now I can no longer arm and disarm my system using the app, as SimpliSafe's website (and their answer to a previous comment) says I SHOULD be able to do. Most disappointing of all, Simplisafe used to be a superior company. Now, I don't even get a response to my emails and cannot reach customer service after 15+ minute holds. I am truly saddened by this marked deterioration. I used to refer people to SimpliSafe frequently. Addendum: As the reply from Simplisafe suggested, I tried re-registering my system, but the software won't allow it, even after deleting and re-downloading the app. It will ONLY allow me to upgrade from the $14.99 "standard" monitoring plan. I know better than to try to call or email Simplisafe to try to fix this. I have wasted enough hours on this. Were it not for the discount of my homeowner's insurance, I would delete Simplisafe services completely. Once, I was relieved to be rid of the horrible ADT ripoff. I never imagined that Simplisafe - initially excellent - could disappoint me as much as ADT did. Second Addendum: A software update finally fixed this problem after about 3 months. The system now works properly. The camera stability problem resolved with my moving the camera so it is only 3 get from the modem rather than 10 feet. In sum, Simplisafe is back in my better graces. Time will tell is it will stay there. It is still a bargain compared with ADT, whose service was worse at twice the price.

Disappointing lack of app functionality

It’s okay. The base station/keypad and sensors are generally good. The monitoring camera feels separate - is not wireless and is only usable via the app which requires a very costly monthly subscription. You are also unable to use the product app in any way without paying the hefty monthly subscription which is a big drawback. Overall the product is not bad enough for me to return it within the 60 day period (and all the faff that would entail) but in hindsight I wish I had went for a system that wasn’t so handicapped by the cross-sell of the subscription package.

The box of stuff was ok...I paid for the…

The box of stuff was ok...I paid for the professional installation but have tried for three weeks to schedule it and they aren’t available and wanted to charge me for the second time. I wish I had of just went with ADT...

The customer service is Bad they will…

The customer service is Bad they will tell you different things and they lied to you if they can answer your inquiry. So i cancelled my monitoring because i have a police visited me 3 times already and that cost me $150 each. 1st the sensor adhesive doesn’t good, 2nd when I change the battery on my smart lock the cops show up, they can’t explain that so they lied to me, the 3rd one is somewhat our fault my wife enter the duress code sent a silent alarm even my alarm is no armed “I didn’t know that that can happened”. So i cancelled monitoring and i can’t used the camera anymore to view its just a waste of money, useless. Just be carefull buying the system and add on you might not end up using it.

A security issue can not be overlooked!

Hello, I tried to login in my Simplisafe Account four times this morning, and right after verifying my email security code, which was successful, each time the web page defaulted to the login page again. I worry who was logging into my account and this is a great security risk to people who are using Simplisafe.

Nice product/ service with a lot of issues

Simply safe has an awesome app, slick looking security system and good pricing. I had no issues with installation despite being a layman. I was also impressed how intuitive things were. On a negative side, their motion and glass sensors simply do not work. I tested 3 thoroughly and all 3 motion sensors did not react to 6+ ft tall person waiving hands until he was right in front of them. Changing sensitivity did not help. Another issue is customer service. I spent a lot of time with advisors. They gave me conflicting advice on multiple occasions and some sounded like they just started to work there. After I decided to return the system, things got seriously confusing. The reps were not aware of the return policy described on the company own website.

Unarming System

Having trouble with system disarming. Today I called two different numbers to reach simplisafe. My calls were left on hold for 20 minutes on 8002971605, and over 7m on 8003013759. I finally hung up both lines with no one ever answering to provide the "24/7 customer service". Has simplisafe become too financially satisfied that it can afford to disregard existing customers? One wonders!

Terrible customer service

Terrible customer service. They just send you to a webpage that still does not answer the question. If you contact them again, they just don't respond. Should have gotten Ring or some other system.

Is not compatible with Macs

The system is easy to use. Two stars as it took me 2 months to get the tech team to acknowledge that SimpliSafe is NOT compatible with MacBooks.

No multiple user options for the app

Simple set up, relatively unobtrusive design (apart from the weird black mirror blue light and creepy voice.) But... The big downside for me is the user profile capabilities for the app. Only one account can be created per system, with an email address as the log in ID. So if you have a household where more than one person needs access to features like camera monitoring or device control... tough luck. Or even if you want an older child to have the app as back up to access the property - ain’t happening. When I asked them about this, they suggested I make a ‘neutral’ email address with a shared password. Who would go to the effort of setting up a new email address just because a service provider can’t provide account features that are commonplace? It’s an unnecessary flaw and I’m looking into an alternative system already. I don’t think they’re going to fix this issue anytime soon as it’s been flagged by people before me for years. This way, you need to buy more key fobs.

Many issues with non responsive support

Seem to be having many issues since we were required to install the new card in the base station. My doorbell and interior camera drops several times and video playback from doorbell not available. Keeps saying no WiFi connection although all my other devices are connected with strong signal. Last 2 weeks camera keeps clicking. Base station is 10 feet from my router, indoor camera 15 feet from base station and doorbell 35 feet from base station. The concerning issue most of all is customer support. I called last week to be put on hold 40 minutes before hanging up. I sent email to support with no response but I did get email asking me to review the support I received??? . Today I called and actually spoke with rep who was not very familiar with system constantly putting Me on hold to get technical answers. After having me reset the doorbell 2X I was told if problem continues call back in a few days and they will send a new doorbell camera. They stated they are aware of known issues whatever that means. Not very confident in system. I work nights and family does not feel very secure. Price and monthly monitor fee is fair but what good is it if it doesn’t work.

Front doorbell cam keeps dropping no security here.

Front doorbell cam keeps dropping. SimpliSafe keeps trying to tell me I have too many WiFi devices. My system's capacity is 256 devices. This has been happening since I got it with only my home computers and cell phones on the WiFi. I have top notch WiFi routers within FEET of the camera. This is NOT security. It is frustration. No one has yet offered to replace. Excuses, excuses, excuses...ad infinitum.

SimpliSafe Customer Experience

SimpliSafe Customer Experience - June 2020 **Please note that later portions of this review are in the present tense, and I reference sharing this with “you” at the end because I was hoping to be able to communicate with a SimpliSafe supervisor. That never happened but I continue to get emails to complete a survey as recently as October 13 so I am choosing to share this in an online review. Wanting to provide another level of security for my wife and 10 and 12-year-old children, and after considerable research, I ordered a SimpliSafe system on June 1, 2020. I received the system on June 5, 2020 and began setting it up. I was not able to get the cameras to connect. I called support and walked through all steps to reset them to no avail. I was informed that there was a bad batch of cameras that get stuck with the yellow light and that two new cameras would be sent to me. I then had problems getting my motion sensors to trigger. After about 30 minutes, I again called support and the gentleman walked me through troubleshooting (increasing sensitivity, ensuring I was waiting the entire time for the countdown timer to expire, etc.) He monitored their eventual activation as my wife and I walked and jumped in front of the sensors. Ultimately, he told me I must have bad sensors and that he would send out three new ones. So upon receipt and setup, I had two bad cameras and three bad motion sensors. I received my two new cameras and I was able to successfully connect them to my internet and get them functioning. We tested them that evening and the next morning. When I returned from work that evening, one camera was offline and would not power on. I tried using different cords from the first two bad cameras as well as different outlets. Ultimately, I called support again and after trying the troubleshooting tips, I was told I would be mailed another camera. That camera was sent on June 10, 2020. I received my three new motion sensors and connected each to my system. I had the same issue as with the first three. They would not trigger until I was within 1-3 feet of them. It was too coincidental to me that I would receive so many bad items. I decided to research online and after about 30 minutes, I found a discussion thread with someone describing a similar problem and the SimpliSafe rep explained a warm-up period of 1-2 minutes. He stated that if the person gave the sensors 1-2 minutes, he guaranteed they would work. I then tried that with all of my sensors (original “bad” three and new three) and all worked perfectly. I then received the (5th) camera and plugged it in to set it up. I knew right away it was from the bad batch as it had a solid yellow light. I called support again and the gentleman apologized repeatedly and said he would add on another month of monitoring and would send a (6th) camera to me. I asked him if he knew about the warm-up with the motion sensors and he explained that yes, it is standard for them to need a minute or two before they would register. He apologized that the rep that sent me the new motion sensors was not aware of that. I thanked him for his help and explained that if this 6th camera did not work, I would be returning the system. My 6th camera arrived and it connected on June 24, 2020 and worked well. After spending 125 minutes on the phone with support, approximately 30 minutes researching online, and about 2 hours setting up and ultimately testing all 6 motion detectors to learn that they did indeed function, I had a working system. All of this said, and with a functioning system, I called customer service on June 24, 2020, to explain what I had gone through and to make two requests. 1) I requested an additional keypad to place near my children’s room so that they could easily disarm it if needed. 2) I requested that I be allowed to keep the three original motion sensors after the work I had done to learn how they work. I was transferred to “loyalty”. I was approved for an additional keypad but told I could not keep the 3 motion sensors. I told him I would then like to cancel and return the system which he quickly assisted with. I printed the label he sent to return everything and I asked if I could speak to a supervisor. Antonio gave me the option of getting a call back in 30-45 minutes that night (June 24) or the following day at the time I would like. I asked for a call back that night and I was assured I would receive a call in 30-45 minutes. We verified my cell number two times. I did not receive a call. (I did, however, spend an additional 42 minutes on that phone call.) I made a follow-up call 48 hours later and was assured I would get a phone call from a supervisor. That never happened either. I felt good at having additional security for my wife and two young sons. I hoped I would be able to recommend it to family & friends. Unfortunately, at this point, it would be quite the opposite.