Defrauded by Bad Action and Misleading Advertising

Having heard great things about them for years, and living as a single elderly woman in a dangerous, rough neighborhood, I was thrilled to find a way to purchase a SS system for its GENUINE 24 Hour Monitoring only this past month. I was extremely clear about my requirements for the full coverage TWENTY FOUR HOURS for personal and property safety. I am 73, disabled and on a fixed lower income so it is a tremendous splurge to buy equipment and pay Best Buys Geeks to install it (by credit, of course😖). I was misguided by a sales girl in how many cameras to have so had to buy two more plus more Geek time.THEN, the worst thing is to find out, over two hours of research and time today with the company to ask why I'm not getting called by dispatch when trespassers came thro, they informed me that my basic coverage ($31.99) only covers sirens going off, HORRIBLY, !!!, that the brand new cameras I bought and installed this month were not able to be upgraded to any degree of yard monitoring, which is the main reason I signed up for SS.!!!!!! Does it specify this anywhere on their site advertising?No. They ate a bogus, dishonest, disreperable, cheating company. All they offered me was my money back if I sent the cameras back (wasting all the time and Geek money I had used which couldn't be returned...???) or one new camera on my way to replacing the others. Good grief. I am completely heartbroken. DO NOT TRUST SIMPLISAFE!!!

I am not able to connect my base to the…

I am not able to connect my base to the internet and was woken up by the error codes last night several times. This is my 6th or 7th call to tech support. I am exhausted and trying to focus on work, but this has to be fixed, so again I am on hold with simplisafe tech support. If someone is not able to help, I will need to return this system and use another service. This is not acceptable.

Laggy app and awful audio

The app is constantly laggy, audio cuts on all cameras despite having fibre everything is slow!! Don’t worry if you get a notification about a door sensor or camera notification it takes 5 minutes to load the video and you can’t hear anything 😠

I recently took advantage of an offer…

I recently took advantage of an offer to upgrade to the latest SimpliSafe alarm system, having been one of their original customers and a paying subscriber for many years. Unfortunately, that’s where my problems began. While the new system is aesthetically pleasing and far more sophisticated than the original, I immediately encountered issues. Within days of installation, two of my entry sensors started giving me a low battery warning. I replaced the batteries, but after just a couple of days, the warnings returned. I contacted their service department, and they had me reset the sensors by removing and reinserting the batteries. This worked temporarily, but the warnings reappeared soon after. After multiple calls, I was asked to reset the sensors repeatedly and even remove and reinstall them in the system. When that failed to fix the issue, I requested replacement sensors. SimpliSafe refused and insisted on the same reset procedure again. By this point, I was extremely frustrated. Despite speaking to a supervisor, I was told to reset the sensors yet again. As someone who travels frequently, home security is crucial for my peace of mind. After considerable persistence, they finally agreed to replace the sensors—only to send me sensors for the old system! I had to call yet again to get the correct sensors, which I eventually received and installed. While those are working fine for now, another sensor has started giving intermittent low battery warnings —despite me replacing the battery again. I’m beyond frustrated and have no intention of wasting more time with customer service. Instead, I’ll be purchasing a new sensor through Amazon and installing it myself. This experience has been a stark contrast to the stellar service I received with my original system, which worked flawlessly for years. As an early customer, I used to recommend SimpliSafe to friends and family, many of whom purchased the system based on my advice. But after this last experience, I’ve come to realize their customer service has severely declined. If this is how they treat a loyal, long-time customer, I can’t imagine how they treat new ones. Given the variety of self-install alarm systems on the market now, I’d advise staying away from SimpliSafe. There are better options with more reliable customer service available today.

Hidden Fees are REAL

We received a call from a SimpliSafe operator notifying us our alarm system triggered. She continuously asked for our "Password" which we don't have. We do have a passcode to disarm the system. She decided to dispatch a security person. 1. We're paying for police response and, 2. My husband reached the residence before Security showed. Now they're charging a $75.00 response fee. Had the operator rephrased her question asking what is the code you use to disarm the system. All of this could have been avoided.

Terrible tech support!!!!!

I’ve had the system for years and had few problems. They were solved with phone support. Now, I have some issues and customer service reps seem to have no knowledge. I’ve been on the phone for a total of an hour during 2 calls today with no resolution. I was finally told a supervisor would get back to me in 24 hours. What!?!

I purchased a simple safe system I’m now sorry I did …

I purchased a simple safe system and used Affirm payment system. I’m now being told I need to contact Affirm to return unused items. I don’t know Affirm. I thought I purchased from Simple Safe. Feel like a bait and switch. Not sure I can trust my security system now.

Good luck keeping it activated

I've had simplisafe going on two years. For about the first 22 months, it was great! Then the payment card on file expired in June of 2024. It's my default payment on so many things, so understandably it got overlooked. In July got a notice from the company (the day the bill posted....not even the due date) saying my account was disconnected for non payment. On the due date. Not even one month. I updated the card, same number, different expiration date. Instantly it went through. No problem, right? Wrong. August comes around. Same problem. Card on file is correct. They shut it off saying nonpayment. Not even one day's grace on an account that isn't past due. Unacceptable. I called them in August. They verified the payment on file is what I wanted to use and said they don't know why it's not updating on "the other side" (meaning, their side, which is clearly the other side of the world). Went right through again. Now it's September. Guess what!?! Same garbage again. I called them again. I told them to remove every card on file and I'd put the right one back on there. She said they can't do that. I told her to put a supervisor on the phone. She said she couldn't find her supervisor. I had to re-enter the card number from my side as a new card (now creating a duplicate) and THEN she could delete the prior one (which is the same card number, expiration, and cvv). Oh, look, it went right through? Imagine that. I've made it pretty clear that if I have to call them in October, It won't be to pay the bill, it'll be to disconnect their service and go back to Frontpoint (who is more expensive but at this point, it's worth it). Joke's on Simplisafe....I'm doing that anyway and long before October. I don't know how to say "good riddance to you and your crappy system and terrible billing practices" in whatever country that person is in, but that's the sentiment.

I had simplisafe for about 8 years

I had simplisafe for about 8 years, we had our ups and downs but we worked it out. They have currently gone to a new system and customer service is terrible on the tech side. I have spent not less than 8 hours on the phone with with them because my camera's stop working recently. I lost so much time and no one seemed to know how to fix it, Try this try that,we will send you a new extender and see if that helps. Finally it was not my choice I have to leave them. So when you want to quit you have to go to a certain departmant to terminate your service. This guy was so rude. I got upset and then the conversation went down from there. Very rude individual, that does not need to be working with people. I will get another company starting tomorrow. SAD but their products and service has went down hill fast. Now I have about $700 in equipment I will have to throw away. I really feel they could have done a much better job.

3 years without outdoor cameras tied to alarm state

SimpliSafe outdoor cameras have to be manually turned on and off. They cannot be automatically turned on when you arm the system and turned off when disarmed. This is a huge pain, and after requesting this feature for THREE YEARS Simplisafe has not even acknowledged the feature request from their community. They don't upgrade their software and are milking their customer base. Many users are switching to Ring as a result. Update 8/30/24: To be clear, this is not a troubleshooting or reliability issue. It is a feature gap in the system that has been requested for 3 years and not resolved. See "Outdoor Camera Motion Tied to Alarm System Armed State (Home/Away/Off)" on support dot simplisafe dot com

Truly a terrible product

Truly a terrible product. The outdoor cameras only give a live feed when motion is sensed, but fails to load if you just want to see a live feed (without the motion detectors being triggered). We had On Tech over to our house twice and the tech confirmed that many are experiencing the same issue. Take a look at Reddit - seems to be very common. Much better off going with a Ring system

Horrible company

DON"T use this company!! The constant stupidity and inability to speak English or solve any problems with my alarm were astonishing. I bought a Simplysafe alarm 18 months ago and what started out as incompetent people who work there, low quality equipment, constantly having to take out batteries and replacing them to reset my 4 devices, becoming impatient after an hour on the phone with people who couldn't figure out what they were doing. Well, this impatience crescendoed into me throwing my alarm away at the dump. I bought the alarm for my RV to use 4 months out of the year. The other 8 months it would be parked at my home. Simplysafe promised me I could stop or start the monitoring service at anytime and I would still receive basic service (including text messages) no matter what. Notifications if my alarm went off, when it was set, etc. As long as I was connected to Wi-Fi. I took my RV in to get it serviced and took out the base station so the mechanic would not hear the "battery low" all the time. When I got the RV back from the shop I plugged my base station back in, to re connect my system. It wasn't working so I called Simply Safe to troubleshoot. The incompetence was astounding. After the person on the phone wasted an hour of my time trying to figure out how to fix it. I finally asked for her supervisor or somebody who knew what they were doing. I had to ask her five times before I finally got a supervisor on the phone. When I finally did get a supervisor on the phone, he told me Simply Safe had change their policies one month ago. The new policy no longer allowed me to get notifications or text messages even though I bought the alarm 18 months ago and was promised that I would always be able to get notifications and text messages. If you want to spend hours on the phone, get frustrated and pissed off after spending an hour talking to someone who has no idea what they're doing, get crappy equipment and have the company change their policies at any given time, to make more money, this is the company for you! They have NO business ethics none. It's better just not to use them at all or do like I did if you already have a system with them. Just take your Simplysafe Alarm system down to the dump where it belong and accept the loss, so you don't go completely out of your mind.

Cancelled my account and they kept…

Cancelled my account and they kept charging me for months. Had it on an old credit card so wasn't notified of charges. Took over 200 dollars from me.

Locked my wife out and the customer service has been trash. Go with someone else

I have had SimpliSafe security system for over a year now. I initially heard about it from a friend and expected to have an amazing experience. I haven’t had quite a few problems and I have listed them below. TLDR: Customer service is poor, you need Wi-Fi to use it so security while traveling is mid, and they locked my wife out of while I was traveling and barely did anything to fix it. Go with someone else… Our problems started with our wireless camera on the front of the home. We tried connecting the camera to the base station, but it would fail, and continues to fail, regularly. I called at least ten (no exaggeration folks!) times and was unable to fix the problem. Because the system depends on WiFi to work, we have been extremely unsuccessful with connectivity despite having the highest speed internet available. We even created a wireless hub upstairs to bridge the problem, but this has also proven unhelpful. A waste of money, time (so many calls), and still no solution. We have also had problems with the locks. Do not, I repeat DO NOT buy their locks! I purchased one for the front door, and it failed at least four times. This means I purchased the item, installed, uninstalled, unmounted, packaged, visited the post office, and sent it back to SimpliSafe FOUR TIMES and they kept replacing it until I got frustrated enough and went with a Yale Device. This one is smooth, responds as needed, and works just fine. Sure, I would prefer the front lock to integrate with the rest of the home’s, security, but it is a small price to pay for a product that actually works. Finally, before we replaced the lock, Simplisafe locked my wife out of the home and did nothing about it. I was traveling this past summer and my wife closed the door behind her when taking out the trash. We have an automatic lock on the door so it locked behind her. When she went to open the door, it gave an error and there was no way to enter the home. Of course, we tried entering the back door as well, but we couldn’t enter there either. I had to call a locksmith to break into our home, and was assured that they would reimburse the cost within a short time thereafter. That has been two months ago and still no reimbursement. I even got a call 18 days ago that we would receive remittance within three business days. Guess who’s still waiting? I typically don’t spend time writing reviews, especially negative ones, but this experience has been horrible and overwhelming. If you can, save yourself. Don’t buy Simplisafe. You’ll save a ton of time and money.

How are these guys still in business?

I'm surprised this company is still in business. Their systems simply don't work. The app can't connect to the base station. The base station can't maintain a wifi connection. The system can't update its own firmware. For one or many of these reasons, depending on what's glitching on any given day, I am completely unable to activate their monitoring service. The overseas technical support is abysmal. I have called no less than 7 times, with each call lasting at least an hour. Nothing gets fixed. Eventually they always offer to send me some BS new part, which never fixes anything. Rinse and repeat. This time, the replacement part they're sending me is a wifi extender--which is hilarious considering my base station is 5 feet from my router. Bottom line: why worry about burglaries when you're already getting robbed by these clowns?

Total waste of money

Total waste of money. As it works on wifi, it can be turned off with a wifi blocker. Pay hundreds of pounds for the system and outdoor cameras will be turned off by wifi blockers. Waste of money. DO NOT RECOMEND if you want security in your home. Thieves can turn them off....no problem.

For anyone considering upgrading their…

For anyone considering upgrading their older system - my advice is not to do it. When I first bought in to Simplisafe 7 years ago the quality of the devices was solid and the installation procedures were straightforward. I decided to update my system to the latest equipment recently, and I am not happy with the low quality of the materials, the problems with installation, and with tech support. The materials have gone to low-grade plastic, the installation does not always go along the lines of the documentation and the tech support barely speaks English. I am a very IT savvy person who has installed systems before, and I had to literally hang up on tech support and finish the initial installation myself. I needed two more entry sensors and got them in today. Installed them and one already shows low battery alert right out of the box. Called tech support and barely was able to communicate with them. I will never upgrade this system again, and probably throw it away when the time comes. I was a very happy customer with the first system, but they have sacrificed quality as they have grown, and outsourced their tech support to the cheapest sub contractor.

SCAM

SCAM! Their website falsely advertises a 'free' upgrade to new alarm system devices for customers with older systems. Don't be fooled! When I called to claim my 'free' upgrade, I was met with outright refusal. They demanded I purchase a new system from them instead. It's clear they're only interested in lining their pockets, not helping customers. Avoid this company at all costs! I'll be taking my business elsewhere and urging others to do the same.

Just another greedy company

Went from “no price changes in 10 years” to a price increase every year that I could set my clock to. I’m paying 28% more today than I was when I signed up. Getting really sick of every company’s greedflation.

Another $2 increase..

Another $2 increase... I've been with Simplisafe for as long as I can remember, and they have a decent service. I haven't upgraded to the latest gadgets, still have the old system, still working but of course once they stop updating them you will at some point consider upgrading. So far the system is still working, with issues every now and then but have been reliable and they do call when an alarm is triggered and do their part. I don't understand why the monitoring increase cost every couple of years, everyone is following Netflix's trend and their likes knowing that the majority will keep the service and eat up the costs. I don't have anything new on my end, the system is old and I am not benefiting from all the bells and whistles that you have added up and satisfied with what I got, yet I have to pay for whatever it is that they deem necessary to up charge us. They should include the extra charges for the added services or monitoring options that is most likely utilizing more resources rather than charge the subscribers that have the old system still. When they upgrade, they can be informed that the current cost will change with the new system setup. I appreciate the fact that the old system still works and the service has been fine but why are we going to pay more? These online services have become ridiculously expensive added together. Everything adds up. The ones that still have the old system should not get charged extra, you are not offering anything new or different to justify the additional charges for older systems yet we are in the same pool. Not a satisfied customer anymore. Customer since 2015

It's impossible to cancel their service

In order to cancel you're unable to do it online. They make you call. When you call they hand you from one to another, forcing you to take a very long exit interview. I had a tight schedule and kept telling the woman I don't have time for this. I had verified who I was and told her I'm cancelling. She would not let me just cancel and kept looking for reasons to make me stay. I finally hung up. She called back! They still have my account active and won't let me cancel. This is fraud. Do NOT do business with them. They will never let you cancel.

Avoid at all costs!

This company is simply a joke. They label themselves as professionally monitored 24/7 live guard and their system cannot be fully controlled monitored!!! I am on their most expensive plan and been in a holiday and of course their dodgy smoke alarm went off for no reason and kept the whole system in state of alarm. They were not able to stop the alarm and kept mentioning that the reason is that I am on holiday as somebody needs to physically go and reset it on the keypad. What a joke. They could not provide an alternative solution. Why would I need a remotely controlled professional monitored system if not when I leave for holidays????? Stay away. Pay a bit more for far better hardware for other smart home providers and you will get much better experience and save money and your sanity in the medium term. The external cameras most of the time do not even detect me coming in. A joke.

FRAUD ALTER

FRAUD ALTER! I called and cancelled the monitoring 8/9/2023 and they've still been charging me.

Since Dave sold the company it has…

Since Dave sold the company it has never been the same. The quality of the operation of the system continues to deteriorate while they continue to do price increases. I finally gave up and cancelled my service. Was a customer for a decade and they did not even make an attempt to keep me as a customer.

It's getting ridiculous

It's getting ridiculous, they keep raising the monthly subscription price!