no good never call if alarm working

no good never call if alarm working

Waiting for exchange envelope

You replied quickly. I responded that I needed a return envelope to exchange my keypad. I have yet to receive the envelope

Better than nothing

Better than nothing. Is not fully functional. One of our cameras turns on and records video even with the system turned off. According to settings this should not happen. Customer support agreed that should not be happening. No solution to the problem was offered. The camera is pointed to the wall now. When we turn the system on it announces not all sensors are responding, but don’t know what really is working. But I guess it is better than nothing. My daughter is coming home for Thanksgiving. Hopefully she can help figure things out. Just got my “final” notice to review SimpliSafe. Thought I did this before.

I've had 2 incidents where my alarm has…

I've had 2 incidents where my alarm has gone off. The first time I accidentally gave the representative the wrong password and nothing happened. The second time i told them to notify the police and they never did. Cheap monitoring but you get what you pay for.

The only reason I purchase the system…

The only reason I purchase the system was because you promised that your sensors were special and detect “heat signature size” and would not be triggered by pets! Which of course it’s not true! I have two cats and they have triggered cameras and motion sensors all over the house! But what infuriated me the most was the response from one of your phone attendants that had the nerve to tell me that if the cats move, they will trigger the alarm!! No sensor is near where a cat can climb, not even close, yet it doesn’t fail, the alarm gets triggered every time we leave the house on away mode!

Very knowledgeable and friendly people.

Very knowledgeable and friendly people.

Customer service sucks

Customer service sucks

Not a trustworthy or reliable company

We ordered our Simplisafe system in late November. With the Christmas holidays being busy, we did not get it installed until late December-early January. We thought it was going to be great....easy to install...the testing went well. We never received a bill; we tried to contact Simplisafe by Email, on the website, and by phone. We tried to order more pieces on the website and it kept putting an entire system into our cart. We could not get anyone to help, which, of course made us suspect that no one would be alerted if the system alarm went off. We tried and tried to call to find out about our billing...how much and when we would get a bill...could we pay online...suddenly, we noticed that Simplisafe had automatically put this on our credit card monthly...We DID NOT EVER okay this....or fill out anything to give Simplisafe the permission to do this. After calling and finally getting a human person to speak with, we cancelled the whole system before we started. She told us that we could no longer return the system parts because it was a few days past the trial date. Needless to say, we were not happy campers. She told us that the system would be canceled immediately, that we need not pay, but we had to keep the parts that we ordered. Well, that did not end it....we were billed again and the prior billing was never removed...Finally, after more calling, I did speak with someone who assured me that your company was working the "bugs" out. This person finally canceled our membership and removed one of the monthly charges from our account. Again, the next month, the charge appeared on our card, but was removed the same day. I am sorry to say that I have lost complete confidence in your company and the system. It sounded so wonderful, but your business practices are not the way I do business in my world and I do not find this kind of business trustworthy or acceptable.

A false alarm occurred and we were…

A false alarm occurred and we were promptly called by the service. We knew what happened and tried to explain that to the caller. She called both myself and my wife on our different cell phones. We were asked for code words which we tried several possibilities. We were not asked for "safe" word.We were called by the sheriffs department which were unnecessarily dispatched to the home. It would seem that if we were called on two different phones and could respond, that the sheriff's department was unnecessary. I believe in our city you are allowed one false call before being charged monetarily. We have had our one.

Alarm base station looses connection…

Alarm base station looses connection with call center frequently. Have recommended 4 different people who now have the system and I have never received a referral credit for any of the new customers.

Haven’t installed it

Haven’t installed it, I thought there was a camera included but no. Not sure if I will keep it sort of feel misled when I ordered the system. I hear all over the radio advertising it includes a camera. I guess Rush Limbaugh was wrong. Todd Nelson

Wrong discount applied!

Purchasing was really confusing. Ordering online was fairly straight forward. The price charged with a discount code was wrong. The person I called to fix it could not find the amount of the discount for about 10 minutes while I was on the phone. The corrected amount was done wrong. A follow-up email (computer generated) was not even from the person I spoke to. You still owe me a partial refund.

Customer Service stinks

Sent me and charged me for two orders when I ordered one. Never return email questions re: problems. System worked but customer service sucks!

Customer service is POOR!

Customer service is poor through their web-sight (which is the only way to contact them). I complain about one of the sensor I revived not working and NEVER got any satisfaction. The system is fine and easy to install, but if their alert time is as poor are the costumer service then I unsubscribe soon.

Reached out to customer service by…

Reached out to customer service by phone and email over 5 or 6 times, never received an email or call back. Never received a months credit for a customer I referred and who purchased a SIMPLISAFE system. Inquired numerous times how to buy more window/door sensors since your website doesn't offer single products for sale, just packages. I totally gave up, very disappointed in the whole experience.

Interactive monitoring not working.

There is a problem with the interactive monitoring. They have no solution for it and it isnt working at all. They offered no resolution. I asked about the money I already paid for this month's monitoring service that isnt working and was offered no resolution. I asked them to drop to the lowest motoring for the time being...

Signed up for the $15.00 a month

Signed up for the $15.00 a month monitoring and am being charge $27. Also the communication is not good. I’ve emailed questions and concerns and have never received any replies. And when I ordered the system it took a month and longer to get it. Not a very good start. And I wonder if something was to happened if it is even being monitored.

Customer support is very bad.

Customer support is very bad. system needs to be updated for voice prompts.

no follow thru on any part…

I feel as if I paid for little to no protection at all. After continually telling the company my motion detector wasn't working (1 hour on the phone) they finally decided to replace it. waited 3 weeks-no replacement. called again. finally received the replacement, the operator had no clue why it wasn't sent before. I told her the siren has gone off multiple times and we have yet to receive a call to see if we are alive. I was referred to the call center to get this fixed! I told her just to disconnect the service. I've been paying $16.00 for nothing. I will replace it with a better system. what a joke!

We recently lost power and couldn’t arm system

We recently lost power and while I was told by the technician who installed the system that the backup battery would still keep the system online, I was unable to arm it during the duration of the power outage. This is absolutely concerning and disappointing.

I gave up

I gave up. I reached out Months ago about 2 of my window entry units starting off with "low battery", 1 now dead Motion Sensor, and right after I purchased, a free camera was being bundled in with all SimpliSafe orders. Starting with an email I sent back on Jan 11th 2020. Got responses from Talia C. and Mercedes stating "Thanks for writing in! I know this response is delayed, and I do apologize. We're experiencing higher than normal email volumes and are working diligently to address every concern in a timely manner. " and "Thank you for choosing Simplisafe as your Home Security System. I understand you received your system with 2 sensors with low batteries and you also did not receive your free SimpliCam. It is my pleasure to assist you today. I do apologize for this inconvenience please provide me with the preferred shipping address so i can create an order to have 2 replacement batteries sent out to you." which I sent over my info shortly after. Then radio silent. Emailed a few times over Feb and March...but I have given up.

Sometimes the alarm will sound when…

Sometimes the alarm will sound when front door is opened and sometimes not. You cannot operate alarm without motion sensor so if you live in a single level home with one bathroom you'd better not get up in the night to use the bathroom or you may find yourself scared silly when the alarm goes off

sales and customer service is not that…

sales and customer service is not that professional. The system itself is ok when it works. So often when we are away from home and we need to see why a camera sent a notification, we cannot replay the video and it says, sorry, playback not available at this time. not very safe or simple.

The Simply Safe organization fails to…

The Simply Safe organization fails to return calls and resolve issues with equipment and service.

Underwhelming customer service isolated from the corporate office

Your wait time , your unempowered employees and transfer to another person are customer service disappointing. If you don’t trust your employees at first contact , why are these people working for you . Your cameras have too many failures and customer service is not rocket science