The idea is good, the customer service is a joke

The equipment is good and easy to install. The customer service is a joke. Every time I tried to call the wait was a minimum of 20-40 minutes and with small kids that’s just not possible. I emailed several questions and never got an answer sooner than two weeks later and they don’t repeat the question they’re answering so half the time I wasn’t sure which question they were trying to answer and wasn’t getting full answers. During my free trial month of monitoring apparently my system wasn’t even working because they never got the test signal but no one would answer me to let me know if they got the test signal so my free trial month was basically wasted. The equipment gets a 5 star but it’s pretty useless without someone answering your questions of how it works and if it’s working properly.

advertisement did not represent product…

advertisement did not represent product fully. After spending a lot of money I am not sure that this fits what I wanted.

Took 2 months to respond to an email!!

Took 2 months to respond to an email I sent about cancelling my service! Wonder how long it would take them to provide emergency services when I’m REALLY in need...

Our system had problem which led to…

Our system had problem which led to false alarm and resulted in police charge. Instead of trying to solve problem SimpliSafe kept sending payment reminder. Secondly, we were told without paying monthly subscription we are unable to use our camera. When we ordered the system we were not informed of this. We feel we are being tricked. I must command the call staff. They are very helpful and very patience trying to solve the technical problem. Excellent staff.

System didn't perform as promised

System didn't perform as promised. After returning product, took 2 months to receive credit after repeated calls to customer support.

The device never went online even after…

The device never went online even after multiple calls and chip exchange nothing was fixed . No professional was sent to resolve the matter

I've tried repeatedly to get the two…

I've tried repeatedly to get the two sensors you replaced, to work. Emails have been ignored. I doubt the original sensors were bad, but the falsely alarmed. To separate types in separate locations within 5 minutes of one another. Sounds more like a base unit problem.

Terrible customer service 30+ minute wait every call

Product is good but customer service is terrible no less than 30 minute wait every time you need to call.

I travel for work

I travel for work, when I return home from a trip all the sensors have fallen off the windows and or doors. At this point all but 4 of the sensors are in a drawer, as I do not have time to re apply them and re set up the alarm system.

Spent way too much time on the phone to…

Spent way too much time on the phone to resolve issues that STILL never got properly handled. Besides billing. Still didn't get my adhesive. If I had more time would, probably look into alternatives

Our smoke detector set off its third…

Our smoke detector set off its third false alarm since we got it a few months ago. I did not get a call and my wife -- another primary number -- was called after the fire dept. was called. She's a secondary number as well. Perhaps I should delete that. In any event, we obviously need help with alarm placement and SS needs help with primary number alert.

Never really used the app

Never really used the app

Higher price than advertised.....not…

Higher price than advertised.....not reaponsive.

Motion detectors don't work

Motion detectors don't work. Keep giving false positives. keep calling and they tell us "seems like they are working fine". The cameras are heat-sensing, so they don't catch a bunch of stuff and will not work if looking out from a window (other cameras like nest will).

No help!!

I need help to actually access my account by phone and on-line. The only thing anyone will say is I need my CODE!! I tried to exsplain this to your staff that I couldn't find it where I wrote it down as I purchased and signed up for this system under a lot of Deress and Stree and no one wants to help me with it.

I have three accounts with Simpli Safe…

I have three accounts with Simpli Safe going back as many as 5 years. I have the older systems with everything except cameras. The operators who call in an alarm emergency are more often than not difficult to understand and I rate then overall poor. The Customer service representatives are good but their hours are limited. The systems are not reliable and are triggered by things like sun direction and small animals like mice. The sensors and main pad have batteries and must be checked every 6 months with a battery test or to be sure they will function properly. The sensors take a variety of different size batteries so you must stock proper replacements. The hype for the performance of Simply Safe far outweighs the real experience. I am an actual owner/ user of these systems,not a competitor.

Promo stated I would get a free…

Promo stated I would get a free simplicam, but never did. When questioning it with simplisafe, they stated I did not qualify and felt scammed and false advertised. Ben B.

Too many false alarms.

Too many false alarms.Called by different numbers so it was NOT readily apparent who was contacting me. I purchased a system that was far less expensive and more effective.

My camera video playback constantly…

My camera video playback constantly will not playback and the error I get states that there is a problem with camera. Called SimpliSafe and they said my upload speed of 11mbps was too slow. Well after research I found that 11mbps is above average for any internet provider. IF my upload speed is too slow then SimpliSafe needs to adjust, not me. If a customer is not able to find an upload speed via internet provider more than 11mbps then again...SimpliSafe needs to adjust and repair.

Not happy with the over all system

Not happy with the over all system, haven’t found it to work as described expecially in remote area, internet goes down the system is uses less

Dishonest negotiations during a single…

Dishonest negotiations during a single item over a 20% discount. SimpliSafe agreed to and processed the purchase. Until the credit card charge you took 20% more than agreed.

I've have called Simplisafe on numerous…

I've have called Simplisafe on numerous occasions since my purchase and to no avail still have not recieved the help needed. The sensors never worked on the most needed areas. Customer Service kept sending me some item that I'm suppose to go into the base and install! I am not a technician! So I'm stuck with a system that I'm paying monthly charges for that serves me no purpose.

I had all kinds of trouble getting…

I had all kinds of trouble getting system to work right. I still have not been able to have an operational key fob. Along the way I was promised - I believe - 5 more window decals that never came. Whenever I've called the background noise (boiler room-like) was terrible. I'm an older client and hard of hearing and it is very hard to understand the person on the other end. This is the second Simply Safe system I've purchased and the first system went flawlessly. I'm afraid your quality has fallen precipitously and I feel bad about it because Rush Limbaugh is now advertising for you and it reflects badly on his and his program I really hope you improve. hta This

When trying to get help from customer…

When trying to get help from customer service the wait time is not good. Can't and won't sit on the phone for 1/2 hour on hold.

Easy but poor product

Adhesive on sensors are poor. I constantly get an error sensor that seems to resolve itself (not sure which one or why). Customer support wait was long and advice was poor.