The product is good, customer service lacking

The product is good, but customer service lacking. Our delivery was missing components and we couldn't get a response from customer service.

Disappointed

I honestly don’t feel safe with this alarm system. When it accidentally went off you could barely hear it and I have the volume all the way up in my system. The app doesn’t have a panic feature or a call EMS, fire dept, police feature neither like Vivint do. I guess you get what you pay for.

Totally unsatisfactory

Totally unsatisfactory. High price, poor equipment and even more poor customer service.

At least one sensor doesn’t not work on…

At least one sensor doesn’t not work on an hourly basis The sound on the base is not loud Should have a secondary receiver to coo Indicate with the primary one like google

Doorbell camera is unreliable

The doorbell camera works only when it wants to. This is the main reason I got security and customer service is no help. So I have a camera that may or may not work if a situation occurs..

Ordered my system and it was put on…

Ordered my system and it was put on back order for 3 weeks recieved it a month after I purchased it. Dont like the fact you have to pay $14 a month to be able to use the mobile app and turn on and off you alarm remotely. I understand for someone to monitor it for you but why charge me to have system give me notifications . Ring doesnt charge for self monitoring. should have went with RING. The functionality of the system is Great though. Easy setup and the keypad is awsome

Probably very reliable but not…

Probably very reliable but not effective unless you pay a monitoring fee

Always impossible to get through to…

Always impossible to get through to customer service. Hold time is sometime 40 - 60 minutes. Not sure if the alarm is really monitored since that last two times it was tripped I never received a call.

Doorbell camera not ringing interior…

Doorbell camera not ringing interior doorbell. Bought old fashioned hard wired unit and unit will contact our cell phone but interior bell unit does not ring.

Cannot complete updates

I appreciate the door beeping when it’s opened but we haven’t been able to install any updates on the device for 2-3 months now. We remove the keypad from the wall and place it close to the base station, it will say it’s updating but it never actually does. We’ve tried at least a dozen times now. So we just live with a constant message to update it. Also have noticed the app tends to glitch and not allow us to change status. Or it tells us there was an issue and to contact customer service, but you just sit on hold forever if you call them. I work in IT and SimpliSafe leaves a lot to be desired.

I had a false alarm which brought to…

I had a false alarm which brought to light a bunch of issues. I have been unable to to reach rep who promised to take care of me if I contact him directly (to keep me with simply safe). I have attempted email and phone, with no response.

Your products are decent but your support is horrible.

Your products are decent, but your tech support is horrible. I purchased my system in November, right around the time that the holiday season was getting going. I bought on the black friday sale and I was charged the full amount. I was eventually able to get in touch with someone and get it fixed. I had several questions about the system and I was never able to get in touch with anyone. I sat on hold for over an hour, several times, only to be hung up on as soon as someone finally picked up. My emails were never answered by anyone. I almost sent the system back, but it worked well enough that I kept it. I have since ordered a bunch of other sensors with a coupon and each time, I was charged the full amount and had to talk with someone about getting it fixed. Your product is decent. I like all of the options available and I like having control over it, as opposed to something like ADT where the consumer has control over nothing. There have been several problems with your simplicam recordings and even though many have complained, nothing is done. There is a disconnect between your company and its consumers that weighs on people I've talked to. Manufacturing a good product is only a piece of the puzzle. If I was reviewing on the product alone, I'd have given you a solid 4.5. I cannot rate a product that has abysmal customer service anywhere above a two, no matter how good the actual product is. If you really want your company to be something special and the go-to product for DIY security, then you must fix the issues with support. I don't care about the holidays. Waiting on hold multiple times for an hour, only to be disconnected is an infuriating waste of time that nobody in 2020 should have to put up with.

Phone notifications don't work

Phone notifications don't work. Doorbell doesnt work. Tech support was not helpful at all!

Expensive !!!

Expensive !!!

You should allow it to communicate with…

You should allow it to communicate with cell phone without a monthly contract. Completely useless as an alarm without a contract. Even my $100 thermostat communicates with my phone.

My wife had bought another product &…

My wife had bought another product & the communication with my return of Simply Safe was not good.

Bought the doorbell camera only with…

Bought the doorbell camera only with the expectation that I could record the video. You have to have the main unit and pay the monthly fee to make that happen. I called a Simplysafe representative and they were unsure of how to make the video happen and the additional cost involved. The installation was fairly easy, but I could not get it to read the QR code from my Iphone or iPad. Again I called a representative and was told the same as the directions that came with the unit. As it got darker outside it finally read the QR code and it operates. I would not buy it again. Fortunately we live in a very safe gated area.

Many issues with your video doorbell

Many issues with your video doorbell. Still haven’t been able to get them to work. Customer service no help.

This system has some nice features that…

This system has some nice features that are unfortunately overshadowed by a single but major flaw. The sensors do not audibly specify which sensor is being tripped at the moment of entry, meaning when you have no idea where the threat is. Other companies sensors will say "garage door open" "kitchen window open" ect. In the time of an immediate threat this flaw could mean life or death for you and your family.

Untimely order process and shipping light

I corresponded with SimpliSafe through email and phone to verify that I could order the system and have it delivered on time so that I could install it at a specific location in December. I was in touch with SimpliSafe several times when my system did not ship. I was finally able to get it to ship, they assured me it would be there on time before I left that location because it was being installed at the next location where I was going to be. It did not arrive on time. Forcing me to have someone else receive the system. And I did not receive it myself until just recently. Because the order was not properly expedited and shipped on time I have been unable to install it at the location needed.

Emailed costumer service several times…

Emailed costumer service several times no responds. I am missing a entry sensor Thank you, John Myers

Cameras still do not work

Cameras still do not work, nor does battery back up. I got tired of uselessly complaining. I am pleased to have door security....better than nothing

Half the sensors had low-battery and…

Half the sensors had low-battery and the sticky sides were old -- both of which needed to be replaced.

SImplySafe had been easy to use and…

SImplySafe had been easy to use and order until I needed customer service. I ordered the wrong door sensors. It took a while to obtain return authorization. Once I returned the items, it took over 6 weeks for SimplySafe to credit my account. The only way I was able to obtain my refund was through their Facebook page. Also, they will discount items when you buy a whole system but they charge full price if you need to add sensors later.

It would be nice if I could get someone…

It would be nice if I could get someone to pick up the phone and/or answer my emails.