Customer service/sales isn't great

Customer service/sales isn't great. When we first purchased SimpliSafe, the sales person said things that we later learned were outright wrong. 1) he said the camera would come with screws or adhesive to mount it on a wall (not true), 2) cats wouldn't set off the motion sensor (not true), and there was a third thing I'm forgetting right now. Also, on a separate occasion we sent an email to customer service, and it took over 3 weeks to get a response.

Supremely Disappointed... Spotty / Unreliable Service & Connectivity

Bought this for a second home we visit every couple of months. I've received SPOTTY service. I set it up and they had to send me a new chip to compatible with the cell service in my area. OK. No problem. Seemed to work fine for a while and did for about 3 months. Now, every time I leave, after a few weeks I start getting an error that I can't connect to the base station. Nothing has changed in the house, it is a private property, so nothing has changed within half a mile of the house either. The entire purpose of the system is so that I can monitor it remotely, and that's not even possible. Their troubleshooting says to take a battery out of the base station to reset. Can't do that from another state. Also, the biggest issue is that when I look into my Timeline, it says it's receiving a test signal every day! So SUPPOSEDLY the system is working fine, or I don't understand the purpose of a test signal... The only reason I know it isn't working is because I logged onto the system and checked it. So much for their "no wi-fi needed" claim. How am I supposed to trust a company whose system won't even give me accurate data unless I check on it myself. This completely defeats the purpose of a security system. I'm supremely disappointed after spending over $600 and a monthly fee for the system.

Disappointed

I had high hopes for this security system, but I’m disappointed in a few important things: 1) Whereas the devices were easy to install—no screws or hardware required—the tape doesn’t always stick very well despite cleaning surfaces—and pieces have kept falling off the doors and/or walls, so it has been necessary to supply my own tape in several instances. 2) Most disappointing, in addition to my pre-packaged system I ordered the doorbell camera after installing a new doorbell ringer which was digital. To my dismay, I learned well after the fact—after an exhaustive search online for a remedy—that SimpliSafe’s doorbell cam doesn’t work with digital doorbells! This after my friend spent literally hours trying to get the thing to work. I had to buy another traditional doorbell to establish communication between the camera and ringer. Also, the microphone on the doorbell camera doesn’t work, so people can hear me, but I can’t hear them. I can see onto the porch, but that’s really all. Totally ineffective security if I have to open my door to find out what someone wants. 👎🏻 As of this writing, I have not activated monitoring because I’m not confident in SimpliSafe’s hardware, and therefore I question the reliability of their security in general. Did I just spend hundreds of dollars on toys?

I am very disappointed in SimpliSafe

I am very disappointed in SimpliSafe. I received a base station that had no cell coverage in my area. I had to do a tedious replacement of a circuit board myself, instead of being sent a new unit. By that time, the 1 week test period had expired, so I had no time to get to know the system. Also, the unit locks up every few weeks and requires me to take the batteries out and do a manual reset. I am telling my friends and coworkers about my bad experience and am not recommending SimpliSafe.

Not happy

I still have not received a call from simple safe regarding numerous complaints

Poor Customer Service

The system is great but the customer service is terrible.

The doorbell cameras only work in…

The doorbell cameras only work in daylight. Poor picture quality. Not worth the money.

Still have not received my front door…

Still have not received my front door alarm yet been going on since December.

Awful service

You either need to hire more people or fire the ceo.Your service is awful. You never get back to me in a timely manner. Your customer service people don’t know what the marketing dept has communicated. Turn the company upside down and start over...

The camera is useless unless you pay…

The camera is useless unless you pay for monitoring, but this was never mentioned during the purchasing process.

Not recommended

Ordered a system. Had question about difference between old and new versions. Long time for response Had question about Cell provider and response was slow again. After order it took much longer than I was told. When it arrived most of the batteries in the various sensors were near dead as they quit working during install. Surprised as I had ordered the new version. Systems come with batteries installed and pull tabs so they are not in use until needed. Even so was told that might happen. Really? Why would a system be advertised as batteries included but by the way they might be dead? I installed new batteries. System set up had issues. Not acceptable. Sent unit back. Was told it would be a few weeks for payment return. It was a few months. I finally had to send them email of postal delivery confirmation before they refunded. They said opps sorry I am not happy with simply safe. The service is poor. System sent to me was lame. I kept all my documentation and email with simply safe just in case. .Recommendation is to shop around as there are other systems to choose from.

They Won't Respond To You

I was excited about the system at first, but their support team is pretty non existent. I emailed and called them multiple times trying to talk to them about an issue I was having, and just never got a response. Eventually I just gave up. The system works so far, but who knows if their monitoring team would truly come through in a crisis.

Greatly Flawed Alarm System

There is a definite glitch in your alarm system. I have been getting too many false reports that my alarm is disarmed, several times per day—including in the wee h hours of the morning when I’m asleep. The first time this happened, I was scared witless This happens EVERY day!!! It was particularly unnerving when I was away on vacation. I spoke to a tech person who walked me through some readjustments that were made via the keypad. This, of course, made absolutely NO difference whatsoever. I will be changing to another company that is RELIABLE!!!

No reply from the company for quite a while after inquiry

I contacted Simpli Safe to return some items that I ended up not using. I called and I emailed and got no reply. I finally got contacted by email after a month, and although the 30 days had passed because of non-reply, and after several emails back and forth, they send me a return label to use for my return.

Good equipment, terrible ap on phone.

The equipment was great, no major issues. However the simplisafe ap and inability to control my alarm or get alerts if the alarm was triggered without having to pay for the highest cost service package led me to return the system. The ap itself even when all features were enabled during my trail was poor quality. For a lack of a better term it sucked. Nest aware software is far superior.

Have not been able to return sensors…

Have not been able to return sensors that were ineffective. Have made 4 phone calls and haven’t received return materials

Your customer service is non-existent.

Your customer service is non-existent. It is next to impossible to get a question answered, on-line only via waiting via long phone times is it possible to get support

Bad customer service

Bad customer service. Some parts are defective. Never got it work.

A totally wireless system is not all…

A totally wireless system is not all it’s cracked up to be. If you are in an area with low cell reception, the system fails to operate properly. If your internet connection slows down for any reason, the cameras stop working or only work intermittently. The delay on my video door bell is so slow to arrive at my phone that the person has already left by the time I’m notified. Phone-in support seems to be properly trained to handle failing issues, but I should not have to call-in so frequently for resets, etc. Technical info about bandwidth and cell strength should be discussed at the point of sale.

Two times I accidentally allowed my…

Two times I accidentally allowed my SimpliSafe system go off and no one from the monitoring station gave me a call to see if it was a accident or otherwise I often wonder is my house venerable to a break in. Each month Simplisafe get paid via my personal checking account.

Funny you get no answer on a complaint…

Funny you get no answer on a complaint but get a survey. You should at least reply first. Was really liking my system until now. Should have listened to the reviews saying poor service I guess.

Disappointing

I was disappointed with many aspects of SimpliSafe. * It's super easy to miss alarm notifications because it just gives you a normal notification on your phone (especially if your phone is on Do Not Disturb at night). Nest's security system makes it an alarm on your phone, so it's much harder to miss. * The SimpliCam is *horrible*. I had to get Nest cams because the picture quality is so bad. * You can't make it automatically set to "Home" at a certain time if you forget. * You can't make it automatically disable the alarm based on geofencing when you get home. * Missing IFTTT integration for more advanced automation.

Your manual is poorly written

Your manual is poorly written

I called to get help twice and on both…

I called to get help twice and on both occasions the rep. did not answer my question. In fact, I still don't have an answer and I refuse to call customer service ever again, unless it's to cancel.

Although product is good

Although product is good, i received 2 units in 12/19 and have been trying to return one since. After numerous times requesting return labels, all sent via e-mail that won't download or I'm not proficient enough to do, I won't continue to waste time back and forth trying to get labels with the same result so have a unit still in box sitting here since first of year. Ever heard of US mail?