Had this service for 2 years. Cameras seemed to work fine. Our mail lady was mugged and robbed one day. Federal agents knock on our door and ask if we have footage from 11:45 to 12:45 pm. We did have motion sensors that went off multiple times but the videos were black. I called in and spent over three hours total on hold only to find out our base station needed a firmware update (no fault of ours per the tech lady on the phone as we were never notified). I was furious. I demanded a full refund of all the money we've ever paid these people. Nope. Best they could do is an $87 refund. We've paid thousands of dollars to this company and right when we need them the system fails. Of course we cannot get a refund because it is over 60 days. Sorry our mail lady didn't get the crap beat out of her by lousy criminals sooner! The agents kept asking the same questions over and over again and made me feel like crap for even trying to have them make it right. The agents confirmed they do not have the tools to help when this type of situation occurs. I would never trust this company with feeling safe about anything. TERRIBLE EQUIPMENT AND WORSE CUSTOMER SUPPORT. THEY ARE STEALING YOUR MONEY! SPEND LESS MONEY ON ADVERTISING AND MORE MONEY ON TECH AND MAKING SURE YOUR CURRENT CUSTOMERS SYSTEMS ACTUALLY WORK! PURE LAZINESS AND GREED ON ACCOUNT OF THIS COMPANY. read more

They have zero customer service I was on hold yesterday 3 hours today for an hour and 45 to call my phone. They don't want to hear from you I just want to sell you their crap if you actually need help reach out to someone else read more

I've used Simplisafe for several months at a house in California. Yesterday, someone broke in and stole the base station provided by Simplisafe. I immediately received a notification that the AC power had gone out at my house, but the notification claimed that my house was still protected. It wasn't. The person took the base station out of my house and I have had no alarm service since that time. Even today, the web-site and app still says that my house is protected even though it isn't. The Simplisafe base station has a backup battery and a cellular modem, which means that Simplisafe can ask its wireless carrier to track the base station, and the police can find the arrest the people who stole it. But, Simplisafe refuses to ask its wireless carrier to do that. I asked them repeatedly, by phone and by email, but they repeatedly told me that it is impossible for a cellular carrier to track a cellular modem, which is not true. I finally reached an agent who agreed to help me. She said that she would send me an email with her extension number so that I could follow up. She never did. I then sent multiple follow-up emails and placed numerous calls to try to reach her again. She eventually called again and left me a voicemail message with her extension number. When I called back and asked for her extension number, multiple customer service representatives told me that they don't have any way to transfer to an extension number. Several kept me on hold for 10+ minutes before coming back, pretending that they couldn't hear me, and then disconnecting the call. I've sent more than a dozen emails, but nearly all of them resulted in Simplisafe agents sending me a canned email asking me to call them. I got that same email response even though my email explained that I had called, repeatedly, and that nobody was able to assist me because they didn't know how to transfer the calls and didn't know how to escalate my concerns to someone who could address my concerns. No agent was ever able to give me any information about where my base station is now, but they did send me two new base stations. When I called to ask how to get the new base stations activated, several of Simplisafe's customer service agents were unable to help me. After multiple calls, one of the agents was able to give me instructions on how to transfer service to the new base station. Yet, When the new base stations arrived, I followed those procedures, but the basis station would not communicate with the central station and thus there is no security. The app and web-site do not work. I spent 1.5 hours on the phone with them trying to get the first one to work, without success. Then we tried to get the second base station to work, and wasted another 1.5 hours trying to get the second one to work. The system will not communicate over the cellular network, and also appears to have no memory of prior programming that I did with the first system. The agents who answer the phone seem clueless on how to resolve the concerns. Overall, I've had a very negative experience. I'm now getting ready to bring a claim in arbitration against Simplisafe for the cost of my system as well as the value of the time that they wasted. read more

I placed an order for additional cameras, and paid extra for USPS shipping. SimpliSafe shipped via FedEx. Now THEY want ME to contact FedEx to get my order held. SimpliSafe Chat is horrible. It appears I do not get one agent who owns my problem. Replies appear to come from whichever agent sees my next message. I am PISSED! read more

I ordered four time before their review department would process my order the third time they return my money I didn't not get it all back they told me it could take up to 60 days. But only took 30 seconds for my card to be charged. Today while setting up the equipment I paid for there was a problem hooking up my outdoor cameras. I got the first one hooked up. After that nothing would communicate with base station. Then I spent the hour troubleshooting their problems while on the phone with them. So they said they are going to send me a new base. I got the return label emailed to me for the old base but no tracking number for replacement. I think they should change they name to Simply Shit read more

We live in the State of Washington. We called Simplisafe on May 31st and spoke with a sales person name Claudia. She was quite personable . I explained to her that we were having a problem with a Peeping Tom and was interested in setting up an alarm system, in particular on the inside of our bedroom window to capture this behavior and seek legal recourse. She said no problem and that she could provide door/window sensors, key pad and would recommend that the outdoor camera that they sold could be used on the inside of our bedroom window. She immediately emailed us an estimate and said she would call back later today if there were anymore question after we viewed the estimate. She never called us back. We called Simplisafe the next day , requesting to continue business with Claudia and got the complete run around, including being connected to reps from 2 different States. So, we were not happy with this and decided to call a few other companies that do home security set-up. We must have spoke to about 4 different companies and the only company that was truthful was Backstreet Surveillance. They educated us about cameras placed inside of a window and the problem with clarity of the picture/person you are trying to capture. This was the best info we learned about setting up security cameras, areas of placement and camera distances. We cancelled our order with Simplisafe! read more

Doobell Camera stopped showing any activity and now totally erased all activity from at least as far as April 1. The bottom line: They have sent me two more cameras all with the same problem. It is not a hardware problem which I've explained and have had confirmed by an expert. I've spoken to approximately 12 techs and spent over 6 hours trying to get this fixed. My 'problem' has been escalated to a different department with no information as to how long it will take for them to call. read more

Save your money. Company is only good if you don't run into problem. If you do, FORGET IT. They are useless. And a supervisor will NEVER call you back. read more

Dear friends, do not use this company! It has the worst customer service and the product is garbage. I bought the system and its sitting in my trunk but they refuse to acknowledge I have not been using the monitoring system so I now have to pay the city of Lynchburg $24.99 times the months it has been errantly activated. This company is borderline passable as a useable security system and the customer service(ability to correct a mistake) is a joke! read more

I wish I had looked this up before doing business with them. DO NOT TRUST THEM! They send a return label and I have been waiting forever and they keep saying it never left CA? I am disputing the charge with credit card. Horrible customer service. read more

I don't even sure that they existed anymore I bought the all system on October 4 they sent a technicians with no tools didn't connect the system I spent more than 20 hours talking with agents,supervisor is name is delan and still waiting for a call back nightmare I'm a general b contractor that feeling embarrassed because I recommended this fake company read more

Awful customer service. Have a technical Q about a security issue after some recent violence in my area. Have been on hold with Simplisafe for OVER TWO HOURS! Many businesses will offer a call back service or at the very least indicate how long you will be on hold. Not simplisafe that has a recorded music track that is on an extended loop. Their keypad and sensors are affixed with cheap adhesive, the keypad and sensors fall off the walls. You get what you pay for - Simplifsafe is cheap and garbage. read more

We tried to cancel service and use the free app. They continue to try and charge us and say they had no record of us reaching out. Yet they had to reset our app to use it months ago. Then a month later it wouldn't allow us to log in again and we called and they wanted to charge us again. Customer support is horrible. And being an owner of an electrical company and having recommended them we feel horrible to our customers. I will no longer recommend them to anyone. Again their customer service is so broken, highly recommend using someone else. read more

Been a SimplySafe customer for 5+ years. Their customer service was unbelievable, and I raved about them. I tried to purchase a new account, and $1000 in hardware as a gift for my son's new home....and I discovered that they have moved their customer support off shore to India...and it is a freaking disaster. I've had two events, that turned out to be false alarms the past couple years, and the support was wonderful. Now that they have the support in India....I suggest running way from them. They last thing I want in an emergency situation when I'm awoken at 3:00AM by the alarm is having to try to communicate with "Richard" from India. Turns out I wasted thousands of dollars on this company, and will switch to a local provider. I talked to management, and they don't give a crap. They've outgrown their britches and don't give a crap. They sold out to their customers. read more

They SEND lots of flowery emails-promising a call back, promising a replacement for the shipment that FEDEX lost. Promising a refund. The system I ordered was placed in a TRUCK. Sent to Ontario CA, then to Albuquerque, NM, Tulsa, OK, Dayton. OH. Newburgh NY. Somehow their shipping department couldnt figure out that my home in Honolulu cannot be reached using a truck. It's that tricky 2600 miles of OPEN OCEAN between the West Coast and Hawaii. Their call center would not allow me -after the 7th call, to speak to a supervisor or manager, nor would they take the time to call Fedex. Unable to refund my purchase until after I receive and then return the package is what they told me. More flowery emails with elaborate promises and requests for feedback. But no calls, no info. Avoid buying from Simplisafe. Poorly managed, poorly equipped resolve problems. read more

The worse! Nobody keeps their word. Three separate times individuals said they were going to call me back to set up my cameras but didn't. I have been paying for two cameras for eight months but they haven't worked. I don't trust anyone associated with this company. I have changed my plans to be home three times and no one calls! Rediculous!!! read more

Only a half century ago, the term "American Ingenuity" once meant something in America. It meant that you could depend upon it if it was a product made in or a service provided in the USA. Today, fewer and fewer products and services in this country are as reliable or impeccable as they were once held to be. SIMPLISAFE is both a product and a service. The product is reliable and the service is impeccable. Not just now but from the very beginning when Chad and Eleanor Laurens founded this company. I was among the early satisfied SIMPLISAFE customers back then and I am still among their most satisfied customers today. I have been heartily recommending this security system to friends and business associates for years now but my mind has only recently been changed. I once thought SIMPLISAFE was good. Now I think SIMPLISAFE is the greatest commercial security system for the money in the world. And nobody is paying me to say this. It's my opinion and SIMPLISAFE has earned every word of it. SIMPLISAFE provides a solid, quality, easy-to-install-and-easy-to-maintain home or office security system at a more-than-reasonable cost in a day and age when simple peace of mind is, well, priceless. Reliable product, impeccable service; it's just that simple. read more

I recently had trouble with my alarm system sending me alerts, through numerous customer service reps, Technicians and the permit company of simply safe I talked to a lady named Gina a tech tier 2 employee and she was able to figure out why I was not receiving any notifications on my alarm, she was able to figure out that I was not signed up for any Alerts and they also had the wrong county and phone number for emergencies, why no one else could figure this out is beyond me of all the people I've talk to at Simply safe hours of conversation I finally ran into somebody that knew what they were doing and figured out the problem Gina a tech tear 2 employee Is a awesome tech and would highly recommend her for a promotion. Rick read more

Simplisafe continues to bill me though I have not been a customer for over a year. I cannot get this resolved. How many other former customers continue to be billed by this company? Enough for a class action suit? read more

SimpliSafe only partners with OnTech for installation. OnTech is down. You cannot communicate with them by phone, email or chat. SimpliSafe staff say it could take weeks or months before OnTech is back up. Therefore, SimpliSafe is selling a product that cannot be installed. Horrible!!!! read more

Well, after a good discussion, with home office Support Person, Alicia (Boston, MA) I've come to revise my review of Simplisafe. She listened patiently, while I explained my past woes with their doorbell camera. I was told that she would recommend to management that they revise their documentation to explain HOW to use the doorbell video recordings. Furthermore, she agreed that since I had to pay twice for the doorbell installation, I would be credited with 4 months of free security monitoring. read more

I purchased $900 worth of Simplisafe components nearly two years ago. However, I could not for the life of me make the system work. I purchased the system about three weeks before leaving on a vacation. After numerous tries, I gave up and went on my vacation with the intention of trying to engage the system at a later date. In the meantime I unplugged the tower. and ignored the system. Last summer, my credit card was charged for a Simplisafe connection for two months (remember, the system was unplugged for more than a year). I called the company and listened to a monologue from an employee about why I owed the charges. I explained the system was not in operation, but that did not seem to interest him. I went online to disable any connection between myself and the company to avoid more charges. Hopefully my credit card will not be charged again. read more

SimpliSafe sponsors James Stauffer, Stauffer Garage, YouTube. They are losing customers by the day. James and his wife, Myka, "gave away" abandoned, the son they adopted from China 3 yrs ago. He has serious special needs. After almost 3 years with his Mommy, Daddy, four siblings....they threw him away...the only home he had ever known. All of Myka's sponsors dropped her immediately. They are vile people. They earned big money, for years, based upon their toddler son's adoption...then discarded him like trash. Please stop sponsoring James Stauffer. Please watch Without A Crystal Ball, Youtube. The facts can be found on this channel. Thank You. read more

The doorbell camera is garbage. I replaced it 3 times with the same results. "No Signal", "Signal Dropped", "Unable to Connect". I spent HOURS on the phone with customer service to get the problems fixed, upgraded my wi-fi to speeds much higher than necessary. Finally returned the replacement doorbell camera Simply Safe sent to me along with the doorbell camera I purchased at Costco as I was told by Simply Safe representative, I would receive a refund for the doorbell camera I purchased from Costco. No refund and any disputes have to be settled with American Arbitration Association. Very dishonest. read more

I have promoted their service and used to have great service. Used to be 5-star service....Now if you have an issue you can't reach a manager, you get commitments for resolution that are not fulfilled. You can't even get a replacement component. They send you a tracking number for the replacement part, but they don't deliver the replacement part to the shipper so what good is an expedited tracking number that they never deliver to the shipper. Their answer for this is that they went to third part fulfillment centers that can't perform on a timely basis. Their problem should not be my problem! I look forward to them correcting this serious business failure or like others, I will move on and stop recommending their service. read more

So here is the deal. I have had my SS alarm system for nearly 4 years. Apparently, sometime last night after I went to bed, the home base disconnected from the system. This has never happened before......or at least that I know of. How I know it happened last night was by looking at the log in the app. It showed where the alarm was armed last night, but there was no entry for the disarming of the system this morning. Tonight I armed the system prior to heading to bed and heard a message from the base. I looked at the keypad and it said "No connection to dispatch". I called SS and was left on hold for nearly 20 minutes, and so gave up and decided to research the issue using Yahoo search. I reset the base station as per the instructions and the system went into test mode. Usually, when the system enters test mode, dispatch calls to verify my knowing the system is in Test. Dispatch DIDN'T CALL. Next I armed the system, waited approximately 1 minute and then opened the front door....setting off the alarm. I let the alarm sound for about 15 seconds and then entered the code to turn it off. Again, NO CALL from dispatch. Next I armed the system again and then pressed the Panic button on the keypad. This time the phone rings. I gave dispatch my code and discussed the issues with him. Here is my issue with all this. If they are monitoring system why didn't the call 1) When the system lost connectivity 2) When the alarm went into Test mode after being reset 3) When the alarm was triggered when I opened the front door with the system armed The dispatcher was stuttering trying to come up with a suitable answer. None was given. The only answer was for when I set the alarm off when I opened the front door. He said " you entered the code to disarm the system and we don't call when you enter the code to disarm after an alarm". REALLY??? Are y'all that stupid? How do you know I want being held at gunpoint and could have been forced to disarm the alarm? Tomorrow I get a Supervisor on the phone and get to the bottom of this. The way this was handled is absolutely UNACCEPTABLE! read more

Terrible customer service, calling from Illinois, spoke to someone in Costa Rica. The representative and his supervisor said to call a third party to try to resolve the return and refund. Makes no sense as simplisafe sold me the security system. Best not to buy from simplisafe. read more

Just wasted twelve minutes on hold calling two different customer support lines with crappy hold music. We used the service for a few months in 2018. Cancelled the service after a few months of wrestling with the company in August 2018. They continue to bill my credit card. read more

You wrote a review for Simplisafe 9 minutes ago 5.0 star rating10/17/2021 I have had the system for three year's over a dozen sensors plus doorbell and simplicam. It was the easiest thing to set up, and I'm 82 years old. In three years I have never had a problem with it I couldn't solve on their support site. they even replace items for for free, for several years. Most of the people I see complain are just lazy, and are the new "Karens" and "Karls", they are too lazy, or too ignorant to install and maintain the system read more

Very very poor customer service. Absolutely would not recommend to anyone. The CS reps are not well trained and have no idea what they are talking about when they advise you or try to answer questions. We received conflicting from information from each person we spoke with to try and correct issues we were having with our plan and app. It was like a comedy of errors working with this company. Cannot believe they can remain in business. Everyone was polite but no one knew what they were doing and could not correct even relatively easy issues. For a security company they cannot be relied upon. They are not simple - they are not safe. Any security company likely provides better quality and service than this one. read more

Amazon seems to censor the reviews for this product (a buyout coming, maybe?). That's ok, that's why we have Yelp! This product did fine for the first year. Then, downhill. Numerous false alarms, unable to connect to dispatcher, the base unit leaked battery acid. We were on the phone with them at least twice a week for some issue. Customer service was pleasant and the wait times were usually not bad. Overall, it's a hardware issue. Just cheaply made. We are sticking with Ring. read more

Simplisafe is not simple. They experienced multiple system breakdowns. The supervisors plan call backs but never call when they say. They had to send me out 3 base stations and none of them worked. The cameras would not connect and eventually after verifying device so many times the system locks you out. I had Hellotech, the people they recommended to hook up, hook up, they left holes in my wall and would not pay for the repairs I am going to need. The support staff is very unprofessional . I tried for the weeks to get this system up and running but they could never do it. This product is anything but simple so if you have it you may not be safe! read more

Nothing but the best customer relations service on Simplisafe. First of all they all speak English, they get the job done no matter what, and they are very polite. Customer Service is not farmed out to a third world country. read more

I can't get my system running as I am missing the base unit (moved into new house) though all windows and doors have contacts. They sent me more equipment that I paid for then told me that it wouldn't work and I needed a new upgraded base which wouldn't work with any of the current contacts. They won't return calls or e-mails--terrible customer service--I am frustrated!!!! read more

Purchased for both homes, base until and devices connected on cell work great. Cameras go offline and the only way to get them back online is to physically reset them, which defeats the purpose of cameras in the first place! Difficult to travel 2000 miles everyone a camera goes out. Why don't they have remote diagnostics in their cameras??? read more

our system had not been working for at least 3.5 months after having a working system much longer (2 years +). SimpliSafe safe sent us as new circuit board for the base station b/c SimpliSafe said it was moving to 4g. We called customer support and they told us how to replace, which we did and the rep said the system was working. And then AGAIN, in January, we were told to again replace the circuit board, which we did, on the phone with customer service. Today we called SimpliSafe b/c an alarm should have sounded but didn't today. when calling. today, we discovered the doors and other sensors were not connected to the system! so all through the holidays and significant travel, we had a sense of false security that the system and monitoring would alert us to any breakin or other problem. we discovered our system wasn't working since Nov. The kind rep on the phone today was able to add the sensors, one by one. never were we told this had to be done. after each call to SimpliSafe we were told "yes, your system is working." To top the situation off, we were not able to have charges dropped for 1-2 of the months when the system wasn't working. we will likely begin shopping around for a new security company we can trust. this is very unfortunate as it has taken MANY hours to purchase and install our system and even more frustrating hours on the phone with reps. read more

I would give it a ZERO if I could. I only stay with it because we invested in the equipment. Save yourself HOURS of dealing with CONSTANT ISSUES where the products (base station, entry sensors) malfunction or the camera doesn't work with wifi upgrade and dealing with customer service which as others have noted is VERY time consuming. read more

TERRIBLE CUSTOMER SERVICE!! THEY CANNOT DELIVER A SYSTEM IN 1-3 BUSINESS DAYS, NOR IN 3-5 BUSINESS DAYS!! YOU GET IT. After paying for expedited delivery, and after talking to customer service for an hour when my system hasn't shown up 5 days later (paid for 1-3), they keep moving the day...1-3 days after their warehouse gets done packing it, no 1-3 days after carrier gets it...no wait...with this company, they CANNOT deliver in a timely manner, no matter what you pay. That is false advertisement on their site!! Terrible customer service. read more

SimpliSafe fraudulently signed me up for 24/7 monitoring as $24.99 a month. Problem was they could not process the payment because they put in a guess for the credit card expiration date because they had a card from three years ago. When you get monitoring you have to give them a safe word, a word that you have to tell them when they call if your alarm goes off. This should be a word that you will remember in a panic situation. Since I did not give them a safe word and since they need to input a safe word in their system to initiate monitoring, they inputted a random, 11-digit computer generated code of letters and numbers. No one in their right mind would give that for a safe word. So they called claiming that I need to give them updated payment info so they can bill me. I told them I never ordered the service. So they said they could cancel but I would need to give them the safe word. I could see the safe word if I logged onto my account dashboard, which I did. It was at that point that I saw the fraud, two instances. The first was the safe word which they inputted randomly, the second was the false credit card information for trying to bill me $24.99 a month for monitoring. I called them three times and complained and unless I give them this random number they claim they cannot cancel this monitoring. I suspect when the BBB contacts them they will be singing a different tune. read more

If I could leave ZERO stars I would. This company makes Many promises BUT Keeps NONE. They DON'T Listen to the customer. They Lack Consideration For the Personal Needs of their potential customers. I Would STRONGLY Recommend Shopping For Security from a Company that Actually Cares for the People they are protecting. read more