Seems impossible for support one call 4 times with hang ups they say phone problems? Another day I tried again waited 21 minutes it connected to nothing! The system is good but customer service needs a lot of work for your customers read more

Michael i I will be getting rid of this system. Something is wrong with the system.4 customer service people could not figure it out. The alarm went off 7 times in 3 months. My wife had to tell them 6 times not to call the police. They do NOT send anyone out to fix the problem. Never in my 40+years having alarm systems did I have the police called. I know 4 other people that were waiting to see how it worked for me. The last Customer service person had the nerve to suggest that someone must be opening a window to set the alarm off. I cursed her out and hanged up the phone read more

Installation was easy, but monthly monitoring for us is non existent. Had alarm event & no call at all. I've also received 0 response to my email inquiries as to why we don't receive calls when we pay $25 per month for the monitoring. Canceling our monitoring & finding someone that takes our safety seriously. read more

Cheap for a reason. Equipment has constantly malfunctioned but the upfront cost of the components makes it difficult to leave. The service technicians don't understand the product so any issue can turn into a multi hour ordeal. read more

Customer service made jokes at my plight. This is the first system that I have ever ordered and wanted it done right. I You Tubed first - which was helpful- but one of my door sensors did not work. The camera is totally dysfunctional. I called CS, quite terrible. Buyer's regret at this time. read more

Good luck dealing with these people. I ordered some additional equipment, one of which was a water sensor, at the end of February. It was "delayed 1-2 days". Over a month later and a flooded cellar the sensor is still backordered. Emailed them to cancel the backorder and issue a credit, which they refuse to do without calling them for "security reasons". If I can order and pay for the parts online, pay for the monitoring service online, then there's no reason they can't issue a credit online. Customer service is non-existent. read more

No CUSTOMER SERVICE, Having a problem with the SIMPLY SAFE SYSTEM I tried to contact the cusssssstomer service. The have 1 giant button on their phone its the HOLD button. It automatically dis-connects you after you listen to about 15 minutes of squeaky funeral home music. I guess they don't know how to fix anything and there is no service that can do it. They should call themselves SIMPLY SUCKS. read more

I only had SimpliSafe for less than 2 weeks. The reason I cancelled was because I discovered that they wanted to collect their monthly fee through my credit card. I told them that this was not acceptable being that I was once a victim of identity theft . I'm "old school" and I only pay my bills by check. I never pay anything on line! I renegotiated my fee with ADT and since my ADT equipment wasn't removed I went back to them read more

I would never get their security system. I do not have issues their system, I rather have problem with their customer service and problem solving method. The guy who executed my order over the phone spelled my name and email address wrong. I had to return their device within few days after purchase because of some features issues. They keep asking for safest for the account created by their employee who has my name and email address wrong and I don't have access to it because that email address does not exist. They have giving me run around for a month now and asked me to write a letter to their corporate headquarter. To my dismay they have been charging monitoring service charge on my credit card. This is prime example of failure of ethics. read more

Not a good start when you discover they have already lied and mislead you. Bith my homeowner insurer and Simplisafe repeatedly emphasized discounts on homeowner insurance with a security system. Buyer beware. You are being lied to. y himeowner insurance went up $4 a month. Why???? Bait and switch. You DO get a discount for having security system, HOWEVER, we have to insure your security system and that is more expensive than the discount!!!! So apparently I have no choice whether to insure system or not???? Should have never called home owner insurance, only thing it did was cost me money. So I have been deceived by SimpliSafe and my insurance company. Oh, and they also forget to mention that many states now require a permit to monitor your system, so you have to go to city hall and pay for a permit regularly (not a one time fee) also. SimpliSafe never mentions that until you set up your system. Then they inform you of this! Feel like removing entire system and returning it. Had it less than a week. What a con! Should be illegal!!!! read more

I've experienced very poor customer service from Simplisafe. In only the past two months, there were THREE instances where they could not address my questions while I had them on the phone and they scheduled a future time to call me back. All three times, I received absolutely no call back. There were also two points I discussed with the customer service rep where the rep gave me incorrect information. Based on my basic familiarity with the system, I told him that I didn't think the info he provided was correct, and I asked him to confirm with his supervisor so I know the correct way to proceed. He confirmed with his supervisor and acknowledged that the info he provided to me was incorrect. With something as important as home security, SimpliSafe should make sure that their customer service reps are trained properly. This shows a huge decline in customer service compared to when I purchased the system about 3 years ago. With their consistently poor service, I will advise my friends to stay away from SimpliSafe, and I am considering switching to a different provider. read more

Simplisafe is not what it appears. They say help is 5 minutes wait time but expect AT LEAST 45 minutes. DOES NOT work with Alexa without $24.99/month monitoring. Installation is harder than they say. Adverts are deceptive. Use of the system has not yet been determined. read more

Do not buy their security systems. Every time I have a question I have to wait 30 minutes on hold and most of the time they hang up so I don't get through. The customer service support is horrible. The products sometimes they work and sometimes they don't. If there is a problem it is very difficult to get support. read more

I have been a customer of Simplisafe for 5+ years for two locations. Over the years the customer service has gone from pretty good to terrible. The system overall is good when its working, but if you need help forget it! I have called 5 times today for assistance for one of my locations that is not working properly, on hold each time for 20 to 40 minutes only to be suddenly disconnected or just having to give up. Unacceptable! I know they will blame it on COVID, however, their customer service was this way before COVID happened. If I didn't have so much money invested in equipment, I would be canceling. read more

Red flag when it was on the sale rack @ Costco. We just needed a sense of security at home. A nightmare this has turned out to be. We set up the system and everything seemed fine. Within a few months our in home camera stopped working. We didn't complain we just rolled with it. Until everyday multiple times a day we would get constant messages on our phone that states the system has lost wifi and a few minutes later it would regain and we would go through this cycle multiple times daily. We knew our bank cards would be expiring soon. So we decided to not update it and just cut ties with them. Hindsight it wasn't the best idea but we wouldn't have to deal with the hassle of the sales pitch trying to keep us. Today I checked my bank account and noticed somehow they were still charging my card over the last few months. So I called SimpliSafe and advised them that the card they had on file was expired and they were still charging my card. I'm not sure of the first reps name that I spoke with but I let her know I was extremely frustrated entering the call about the way they found a way to still charge my card. She transferred me to cancellations and I spoke with Kristie who led the call with your not gonna be irate and yell at me or I'm going to disconnect the call. As an escalation, cancellations or customer service this is not what she should have led with. That was an immediate trigger so we went round and round about how I hadn't raised my voice. I didn't once raise my voice with her but was argumentative. Yet she disconnected the call. Called back spoke with Alex who sent me to Pamela and she advised me that on Feb. 19 they sent an email saying to update my payment method and on Feb 25 our account was past due. BUT WE'VE BEEN CHARGED EVERY MONTH SINCE FEB WHEN OUR CARD EXPIRED 01/22. The excuse is the bank allowed it to happen, it's automated, as is the email. Which is confusing being they knew the card was expired but still charged us. read more

Customer service was very poor. ordered a system in November as a Christmas gift. They canceled the order for what they said was suspicion of fraud. they didn't contact me to notify me. To reorder I had to wait on hold for 35 minutes. then they sent a ups tracking link which never actually shipped. 45 minute wait time this time I called and was assured in mid December that my order would go out "tomorrow". well it didn't. another 45 minute wait on the phone and I was disconnected as it was transferring to customer service. I wrote two emails and no response. finally reported the transaction to my credit card. cant imagine dealing with a company like this on a long term basis. read more

Another story like all the others. I 'd give negative stars if I could. Ordered a system by phone and they sent an email link to open account. Entered info and a password which conformed to their requirements. Password was rejected because it did not contain a punctuation mark ( not required in instructions). Tried to reset but system would not accept a new password unless I entered the original password which did not exist. Called customer service and was on hold for 3 hours and 20 minutes. Rep who answered had no idea how to address this and kept saying she needed my password to help me. Finally asked for a supervisor and waited another 20 minutes for her to return saying she had a supervisor on the line. Would not allw me to speak to supervisor. I was so frustrated by this time that i asked to cancel the order. Waited another 20 minutes at which time she told me the order was cancelled and a refund processed. Three days later a system arrived. Called customer service again and they emailed me a USPS return label. I had asked them for a UPS or Fedex return label so they sent a USPS label. Had to leave work early to get to a post office before they closed. A month later I received my VISA statement and they had charged me for the cancelled system and not refunded the charge. Called customer service again (35 minute wait). They stated they had received the return but did not reimburse me because they had cancelled the charge in June. Told me to call credit card company. Called my very reliable credit card company who checked and rechecked. Their records and no cancellation or reimbursement had ever occurred. Called again (35 minute wait) and they said their computer showed it was reimbursed so they couldn't help me. Now contesting the charge with credit card company. I understand they may be attempting an IPO soon and I would think nobody there gives a damn because they're waiting to take the money and run. If another company charged triple their prices it would be worth it as there are always glitches and technical issues with these systems and if no one will address them, the system is useless. You get what you pay for. read more

I am incredibly dissatisfied and pissed with the customer service. I needed to cancel and upgrade on my account and remove a charge placed on it. The person I spoke to was nice, but very pushy for me to keep or get a plan and I had to argue with her for 5min just to cancel. She then hung up on me before I was finished talking and did not even give me a chance to speak. I am incredibly angry. I made a fraudulent report with my credit card for the $24.99 because the whole situation reeks of scam. Now I am out a credit card for days until my bank can send me a new one. When I made my account, the system made me set up the "free" monitoring plan that came with my purchase, whether or not I want it. Due to this experience if I EVER do decide to have interactive monitoring, I would rather go to any different company as Simplisafe clearly is a scam to get people's money and don't care about customer satisfaction. read more

I have been a SimpliSafe customer since 2017. We didn't use our system for the majority of 2020 due to the Covid 19 lockdown. Before going away in July, I contacted the company to be sure the device was working properly-- it wasn't. They sent me a reconditioned base (no charge). It worked for the 5 days we were gone but when we came home and punched in our code, the alarm tripped. I had to remove a battery in the base to kill it. Seems the SimpliSafe employee who set me up neglected to add the code to the system (or something like that). So began my months long nightmare. Since then I've been sent several bases and keypads (I believe I now have 4 of each with a new base and keypad arriving just two days ago). As you have probably guessed, none have worked properly. Basically, they work for a couple of weeks or so and then there's an issue-- they drop the wi-fi connection; they suddenly announce they're off, apropos of nothing, and the keypad can't find the base; doors which are closed (and locked) register as open. Both the siren and keypad fell off the wall -- this was after being professionally installed by the techs they recommended! That sticky junk on the back isn't so reliable. It's a mess. To make matters worse essentially all the SimpliSafe techs have been inept. They have given me incomplete, partially correct, or incorrect information. I have spent literally hours (and hours, and hours...) of my work and off time on the phone with them.I did manage to speak to a Tier 3 employee who said she would take a special interest in my situation and, to be fair, she has been the one person there with whom I've most often spoken. But I can't contact her directly and she takes days (and sometimes multiple messages left by me with SimpliSafe reps) to get back to me. Last week, I asked to speak with a manager but I was told they were all (!) in a meeting. So I asked to have one call me back. None did. I asked to speak with this Tier 3 employee and I was able to finally speak with her. I asked to speak with her supervisor and she connected me to a woman who apologized, told me this was all human error (partially true-- the equipment, which I understand they manufacture is, in my opinion, junk), and that this was a "comedy of errors" which would end with her oversight. A new base/keypad were beings sent to me and the Tier 3 would call me the following Monday (which I knew was Labor Day. However, not knowing their work schedules, I assumed she was correct as the Tier 3 woman said the same thing) to follow up. This supervisor would then follow up with the Tier 3. Surely, after all this, after her "comedy of errors" observation, you'd think they'd prioritize this and make sure no mistakes were made. The base/keypad arrived TUESDAY. No calls were made to follow up. Not Monday. Not Tuesday. Not Wednesday. I called yesterday (Wednesday) to talk to the Tier 3 but, of course, she wasn't there. So I requested a message be sent to have her call me. I was told two messages were sent via two channels so she'd be sure to get it (curiously, I also found out that my last call with the Tier 3 employee and the supervisor were not noted on my long call history). It's 3:37 Thursday as I post this and I've not received a call. I've been told repeatedly that my situation is "unusual". I doubt it but, if that's true, why hasn't this been brought to the attention of someone much higher up in the company? I trust SimpliSafe to PROTECT my home and property and they're doing neither. It's my opinion that their advertising is fraudulent-- even their name is fraudulent as far as I'm concerned. This hasn't been Simple and I don't feel Safe. I think they make substandard products and they give you the runaround so as not to have to deal with the issues those products create. I've had enough. I currently own a ton of their components and I will be lodging complaints with the BBB, the Attorney General of my state, the FTC, and Consumer Affairs and if any of those agencies want to inspect said components, be my guest. How sad that any consumer has to go to this length to get the product or service they trust to work. Worse still, how sad this company can't provide even the basic framework of their stated mission for even being in business. read more

Lets start by saying I was O.K. with Simplisafe, bought my package but none of them were a great fit. I decided to make the system whole and started ordering other parts that I thought would complete my system. The third order was from Simplisafe direct, and that's where they fell apart. It's been a awhile and I haven't received my order and no tracking info, so I shot them an email and they responded by saying it wasn't an order, just things I placed in my cart (something to that affect). I looked and found the charge and it was in-fact paid for and cut and pasted the charge and all the codes that they (Simplisafe) would need to look to see what the issue is. I received another e-mail asking for a time and phone number for their Reps to contact me, which I gave. I received a call and was told to contact the charge company because they didn't receive the payment (never heard of that in my long life). So I paid for additional parts and now I will have to pay for a different company to put in a different system. Simplisafe is garbage, do not use them! read more