Component failure

Several components not working or not connected, SimpliSafe doesn’t call to check on these disabled components like ADT used to.

The video doorbell hasn't worked for…

The video doorbell hasn't worked for months and no response from customer service. Otherwise the rest is good.

Overall I like the service

Overall I like the service. 2 issues and 1 is major. 1. You have to pay extra to use the mobile app. What a crooked way to make more money. Who charges more for mobile app use? 2. Emailed them about an issue 1-2 months ago and never heard back.

Customer service is terrible

Customer service is terrible! I filled out an online form which gave me the option of getting a call back about my issue. 2 weeks later, a representative called me. He sounded like he was sucking on a large Gobstopper...and also, he didn't sound like he was focused on helping me... maybe he was waiting for the computer to show him what to say?....or maybe I caught him at a bad time, while he was catching up on Harry+Megan losing their royal titles? Who knows. After telling him about my multiple false alarms (on motion sensors+Smoke Detectors), he said there's been a problem with the base stations that makes any sensor in the home prone to malfunction. He said he fixed that issue. I'm not sure if that's what their call script tells them to say to people, or if that is really the truth... either way, that's bad for a system you rely on for home security. After "fixing" the issue, hold music started. 5 minutes later, he hung up on me. After all the lost hours at work due to false alarms, getting replacement sensors that go bad in 4 months, and all the stress that goes with it, I'm wondering if the system is even worth the trouble. BTW... why even bother to call customers back if you're just going to hang up on them?

Nope - amateur hour.

What's worse than waiting 30+ minutes for customer service? Having them make the problem WORSE when they are done. Maybe SS should spend less money on advertising and more on personnel? I suppose If you have no problems and are able to set it up and use it without ever needing human assistance you might be ok. FWIW, the system worked pretty well for 3 months, but when I tried to add a new location, everything went to crap and "support" has literally been worse than useless! they are obviously poorly trained in how the system is supposed to work.

Read previous emails and actual calls I…

Read previous emails and actual calls I have made

Long wait times (40 minutes on a…

Long wait times (40 minutes on a support call that estimated 10 minutes when I first called). After the wait, support was unable to help me with a permit question and referred me to the permit department email which I have been trying to reach for weeks with NO acknowledgement of my inquiry. I know it's the holiday season but completely disappointed at how backlogged and shut-down this company seems to be right now.

No 360 outdoor cameras

No 360 outdoor cameras, sensors malfunction and cámaras blury at times

Poor monitoring service

The system is easy to install and appears to work well "on paper;" however, on two separate occasions I have now been contacted by SimpliSafe to inform me that a motion detector had been triggered and asking if I wanted the police summoned. In both cases, despite the understanding that the additional money I was paying for advanced surveillance, they cold not tell me which module was triggered even though they had all been given distinct names. In neither case could I find anything that would have moved to trigger a motion alarm. Most importantly, the day after the last notification, something actually DID fall down in the store (a large box) that would have certainly triggered a motion sensor - and I was not contacted. I'm concerned now about the reliability of the monitoring service provided. I know if someone actually triggers a door sensor, the alarm will sound - but I don't know if the monitoring provided is going to be reliable enough otherwise. This may be why I see so much of their product being resold on Craigslist, etc., as I can't find other problems other than poor monitoring.

Where shall I begin

Where shall I begin, with the 30 to 40 minute wait on average for support, or the poor quality of your simplicam. I am awaiting for the fourth one now. Not what I expected from a top rated security company. And why are your tech support hours not 24 hours ? Certainly burglars don’t work during certain hourd

Equipment is good

Equipment is good, works good also. But when there is a problem, talking to cust service is almost impossible! Ridiculously long wait time of 90 mins on phone ??? Not hood !

Your system would not let me in it to…

Your system would not let me in it to make additional purchase!

2 Cameras will not work and I tried…

2 Cameras will not work and I tried calling and could not get any help????? Now I Purchased a door bell and it will not work? It needs Power????Not battery. Lets fix this in 2020 and make it work. Thank you, PVG

My inside and doorbell cameras both…

My inside and doorbell cameras both quit working a couple of months after installing them. I was not offered replacements when I talked to a tech so I’m without any visual protection,

Unfortunately just descent as far as.

Unfortunately just descent as far as equipment goes. Ive had 2 false alarms in 5 months. Cops came both times. Now I can’t set my system in away mode or the motion sensor trips. I’ve called customer service and never have gotten ahold of anyone.

Buyer Beware! You must request the most up to date equipment

Make sure that you ask if you are receiving the most up to date equipment that is being offered when you make a purchase. What a bad feeling we had only 2 days after our trial period, when we discovered that Simply Safe was offering the newest generation with more features for the same price that we paid. When we complained we were told that we should have asked for the most current equipment offering and it was “too bad” that we didn’t. So sorry that no concessions could be made for us.

overall poor quality not working as…

overall poor quality not working as describe always got disconnected do not trust your house with this brand

Might reconsider before you buy Simplisafe

ughh soooo annoying! You have an option to set privacy shutters on the cameras, and get notifications when people are moving throughout the house - yet although I have all my settings lined up, I get alerts ALL DAY LONG, and get to listen to the privacy shutters opening and closing, ALL DAY LONG.. Although I've set this system up to NOT GET NOTIFIED unless it's activated, I still get alerts and here shutters opening and closing all day long. I'm about to take the $400 loss and shut the system off entirely as this cannot get fixed. I've contacted support, updated the system, repeadetly checked to make sure the settings are aligned and still ALL DAY LONG I get to listen to this system alert me when my dog moves around, when anyone moves! Rethink before you buy...

Crap.

Crap. Crap. Crap. That enough characters?

Disappointed with Service

The unit was easy to set up and system instructions were clearly explained. We were able to install and set up ourselves. The system worked effectively in alarming us to a break in. However, unbeknownst to us, the camera had not been functioning shortly after installation. Customer service wait times on the phone are close if not in excess of an hour - disappointed with scripted responses or poor reception on their headsets which led to more miscommunication. Email responses take days. We were unable to retrieve any video and frustrated that we paid for the cloud storage each month. After my 5th communication either by phone or email, I was connected to a very competent customer service representative who was able to assist me. It was unfortunately after the 30 day window of cloud storage but he was able to answer some of my questions and help trouble shoot the issue. We ended up paying $100 to the police for a false alarm fee since there was no video available. I have since invested in non simplisafe cameras due to my lack of trust. The door alarms and motion detectors work great but I am so disappointed in the customer support and service. They seem to be pushing their product in numerous markets to new customers but don't seem to be able to assist the current ones.

Great product, rotten customer service.

It’s a great product with easy-to-set-up hardware. When I tried to contact Customer Service to exchange hardware I didn’t need for some I did, however, I got almost zero response. I did get a nice note from someone, but she had apparently never read my actual message.

When I wanted to stop it while qe are…

When I wanted to stop it while qe are home ,you made it impossible .I had to stop payment at the bank.Otherwise I was happy.

The response wait time to speak to a…

The response wait time to speak to a customer service representative is deplorable. No customer should receive a notice that there is this a minimum of 20 minutes wait to speak to someone. There should be a system set up that the customer can leave a message for a callback, or a Q system that tells the customer if you don’t feel like waiting hang up and you will not miss your place in the call you will receive a call back

App is complete crap

App is complete crap. Needs a programming function to auto set during work hours. If thermostat can do it so can alarm systems.

Major issues with the setup and now malfunctioning devices

We had major issues with the setup and lots of frustration/hours spent on the phone with customer service. Now our motion detector goes off all the time by our cats (which it isn’t supposed to) so our neighbors complain about the alarm a lot. Overall it hasn’t been a great experience.