SimpliSafe

Been with them since about 2014. Equipment - when you can get what you want/need - is great. But their service/customer service is terrible. One, unless your situation fits into a "can" that SimpliSafe has already constructed (often in form of very useless FAQs) - or if you do NOT KNOW enough to go that route - they are useless. Their e-mail responses make it absolutely obvious that they do not EVEN READ your communications to them; and EVERY RESPONSE is actually an attempt to sell you a new system or a rather expensive add-on/ accessory that you did not even mention, and is NOT EVEN RELATED to your concern. Do NOT try to re-ask.... You WILL GET THE EXACT SAME (CANNED) non-relevant response.... The intention of which is to Sell-Sell-Sell. And for whatever reasons, they will INSIST upon you calling - and the number they give is NOT actual Customer Service, but rather a sales office.

I've been using the Simplisafe system for 5+ years, never had a problem until the last week or so. I am now not getting any notifications from Simplisafe... no doorbell or camera notifications, no system m notifications... just nothing. When I tried to access my Simplisafe account, I could not complete the login. I get to the verify page, where the Simplisafe system sends a notification with a unique access code, but I don't get a notification. There is an option to have the code sent via a computer generated phone call. I tried that, did not get a call. There is an option to use the unique number assigned when the system was first activated... I have no idea what that is.

My situation is hopefully not typical, but my experience for the past 4 years has been TERRIBLE. I've been a customer since 2014 and at first it was a good experience. But I met a man 4 years ago who has been hacking me, stalking me, and breaking into my home. I moved approximately 800 miles away to get away from him, and I think he followed me here. This man was able to change all the info on my account - even my email address. When I called the company, I was able to speak with a supervisor who told me he could see the hacking and that he would help me, telling me that he would contact me the next day. He didn't call me back as promised and when I finally reached him again, he claimed he couldn't do anything to help me; that my account hadn't been hacked.

We are long time SimpliSafe customers. We have 2 homes protected by SimpliSafe, and have been advocates for SimpliSafe to our friends, family members and acquaintances. Yet today we learned they finally have the long awaited outdoor camera, so we went online to order 2 - one for the back of the house, and the second for the front of our house. To our surprise, we were unable to order unless we bought a full system. Huh? So we called Customer Service, and were told, (1) "You cannot order online unless you are a new customer, but you can call us to order. But (2) I can sell 2 to new customers, but only 1 to existing customers." Again, huh? You ignore existing customers and use the cameras to grow your customer base?

I have had SimpliSafe alarms at my home and legal office for several years and had no problems....however, upon moving to a new location, I have had nothing but problems and basically, all they want to do is sell me a new system! Employees are rude and if you question you and you do not respond as they desire, they hang up on you. Repeated calls to no avail. They literally refuse to help us! During our conversations, I receive e-mail from them saying our monitoring system is turned off, etc. They deny any such actions. Their ratings are going down and that is a good thing. Beware and check other companies that you can depend on and will appreciate you as a customer and a person.

The alarm system is very user-friendly. The monitoring is very effective, staff is very professional and responsive. Overall, using the in home equipment is quite easy and verbal notifications are flawless. System notifies when battery changes are needed. Highly recommended home alarm system!

I am from Canada so had to find a friend in the States who would let me charge the system to her card and have it delivered to her, and then she would get it to me because SimpliSafe doesn't ship to Canada, nor does it accept cards outside of the USA. All good? No. I bought the system, paid with her card, received the invoice by email. Four days later Simplisafe sent me an email with an invoice for $118 more. I called. A supervisor was supposed to call me back. They didn't. I called again. The agent refund the $118 and apologized. 8 days later, they again billed me $118, and they couldn't explain why. Even though I hadn't authorized these 2 charges. I cancelled the order, had to explain to my friend that she would have 6 charges and credits on her card, and to be sure that they were there and accounted for.

Easy to set up, very reliable even in rural areas. Battery backup, internet out, no problem, you're still connected by your cell network. Easy to manage as well. I have had the police in my driveway 2 minutes after accidentally entering the wrong code. I have been notified at work as well when there was an alert. This is a system I highly recommend using SimpliSafe.

I started using Simplisafe when my sister noticed a "peeping tom." It was easy to set up and worked well at first. I moved it to my new house that same year. 5 months ago our camera lost connection. They sent me a new one and that wouldn't connect. The same thing happened with my 2 keypads, smart lock, and base station. Nothing works. No one can get my system to connect.

I've been a SimpliSafe customer for roughly a year, and customer support has fallen through the floor. I have a malfunctioning system and have spent more than 3 hours over the course of a day on hold waiting to speak with someone. It doesn't matter how good the product is if no one is able to support you when there's an issue.

Simpli-Safe has poor customer service, reps who are not trained properly and long hold times. They use a third party to do their installations so you are caught between two companies when something is not working, neither of which will take responsibility. I would recommend you run for the hills before considering using them. If I can dissuade even one customer from not buying the system, I will be glad I wrote this review.

Don't expect this company to be there when you need them. If you are having an issue expect to wait on hold for a minimum of 30 minutes, usually an hour or more. After having the app on my phone for YEARS, the one day I was out and tried to set my system remotely and I got an error message that the app was no longer installed on my phone. It WAS installed on my phone. Apparently a "glitch" in their system. Not something you want to happen when you are not at home and trying to turn on your system remotely. TOTALLY UNRELIABLE COMPANY

***BUYER BEWARE!!!! REPEATED FRAUDULENT CHARGES WITH NO SERVICE!*** The system is useless and ineffective. So I notified the company in writing and by phone call to permanently CANCEL and DELETE my account from their system. They did so initially and I was not billed for many months. Suddenly I noticed they had been fraudulently debiting my account again for the past several months with no warning and zero permission or authorization! I called to get to the bottom of why, and they indicated that someone had merely plugged the base station in and thus they started the charges up again! I had painters doing work on my house who must have plugged it in unbeknownst to me because they thought it was supposed to be on! I never, in any way, authorized them to restart my account after CLEARLY CANCELLING IT and I never USED the equipment/system after cancellation!

Wait times for customer service 30+ minutes at a minimum. Tried to cancel account for four months with no success until I threatened to file with BBB. They will not answer correspondence. Will continue to charge CC cards after attempts to cancel. Customer for over 3 years and this business gone from good to bad quick. If they can't handle customer service calls, they can't handle monitoring.

Before moving from the state of GA to a different state in June 2021, my husband and I called and emailed SimplySafe multiple times to cancel the monthly Interactive Monitoring service ($24.99 fee). 1-888-910-1215, which was advised from an automated email response. I finally was able to talk to two representatives at SimplySafe today (August 28, 2021) to cancel the service and get my refund that I did not get any services for. Very surprisingly, the third representative, the manager at the company, Steven (he refused to identify his last name) was extremely unprofessional and talking over the customer (me) many times during the short phone call, and at the end, he hung up on me (the call ended by him August 28, 2021 at 10:48 PDT). I never had this kind of experience with anyone in my life, especially with any service industry. My husband and I will not use the service again nor recommend it to anyone.

Cheaper maybe - lousy customer support! For home visits w/ trouble shooting, they’ll send you to Hellotech. Hellotech will tell you they only install, and send you back to Simplisafe. Never again. A joke!

The service worked as expected until I wanted to cancel the monitoring service. Then my positive impression of the company changed to a totally negative one. Cancelling was a nightmare. Dismissive agents, one hung up, finally got a good agent after 1 1/2 hours.

I have no idea how their service is since I won’t do business with a company that not only refuses to remove me from their mailing list but completely ignores all requests to be removed. The problem started when I received their solicitation. No real big problem until I tried to delete it. It just wouldn’t delete. The only way to get it off my computer was to write a review telling why I didn’t want it. I did that requesting removal from any future mailings. I have to admit that it did disappear for about 5 minutes then it was resent. That happened 6 times so far. They have simply ignored all attempts to get them to stop. If you try to access reviews on this company most every review is very obviously just an advertisement from the company itself. Why would I ever spend my money with any company that will treat people that way while they are trying to get you to buy their product at the same time.

We purchased our 1st Simplisafe system while living in IL ten years ago. We owned a large home so our system cost about $500 upfront. We had been using Vivant @ $149 a month. It paid for it self in less than a year. Monitoring is all of $15 a month. About 7 years ago we moved to TN. We left the system there and used it as a selling point.

I have been with Simplisafe for 4 years and over the last four years the company has gone down hill. The phone wait time to speak to someone in Customer Service is at least one hour, up to three hours. They've made it impossible to deal with billing issues from your online account. I was recently double billed by them and was unable to contact them. I've gone so far as to dispute the charges and cancel the credit card so they will stop billing me for a cancelled service.

I purchased the SimpliSafe system, installed it and didn't think their functions were equal to the existing system I already had. I returned the system within the 60 day time frame but never received a refund. Some time had went by before I realized the refund was never processed so I called customer service. I was told, "Yes. We see you returned the entire system so we will go ahead and process your refund in 7-10 business days." Well after about 4 tries and several months I was told the system was not returned within the 60 day time frame and they would still issue a refund but would send a check in 5-8 weeks.

SimpliSafe customer service is horrible. It took me several calls and stayed on hold for 35-40 minutes to close my account. The equipment is just ok. I would lose camera connection often and the cameras were very loud when operating. Very cheap product with zero customer service response time. I do not recommend using them.

I did my research and decided to go with a SimpliSafe system. I went on their website and “built” a package that would meet my needs. (Over $350, with discount.) There was, and still is a pop-up on their site that promises a SimpliSafe Camera for free if you purchase a complete system. It does not say it has to be a pre-bundled system or that the offer was not valid with any other coupons or offers. In the process of submitting my order I am advised that I can get a 40% discount if I order today. Sounded great as everything is grossly overpriced anyway. I order. A few days later the package arrives without the promised free camera.

Recommended by a friend and yes while easy to install & use, FORGET about Customer Service. Billing will most likely be a problem based on other reviews I should have looked at before purchasing. Now I need to return a rather expensive item ($169 + tax) which online appeared to be a simple thing. Instead have spent over an hour on hold between 2 calls, presently on call # 3 and guess what, on hold again. Hold music is about as soothing as nails on a chalkboard, so of course I'm assuming most people hang up, as I did 45 minutes into last attempt. No reply to multiple emails, no stores & no other options online to resolve issues myself. Do I feel like a sucker or what?!!! Save yourself...

My son is a police officer in town and had suggested that I get an alarm system for my home. I purchased 2 sets of alarm systems from Simplisafe, one for my mom's home and one for my own home. 5 out of the 6 alarms for windows and motion sensors arrived with dead batteries for both homes. To talk to customer service the average waiting time is 45 minutes to 1:30 hours any day of the week at any time of day. Was never able to wait for that long to ask for additional batteries, we had to buy our own and that was a considerable unexpected expense.

I paid over 360 dollars for a Simpli Safe system I chose, with the help of a rep on the phone. A box arrived at my property and while I was away...squatters set up the system. I evicted them and found that I can not use the simpli safe system because they put it under their password and email. I do not know where the squatters are and I am not in touch with them. The simpli safe rep let me know that there is nothing I can do but toss out the system, even though I paid for it...once someone else sets it up...it is no longer mine to use. A complete loss and waste of money for me.

I have had several reasons to call Simplisafe, each time there has been a 40+ minute wait to speak with a customer sales representative. Thankfully I haven't had immediate security concerns. Their products aren't much better than their customer service. The sensors and control pad come with flimsy adhesive that means the sensors fall off the wall. Awful all around.

Called to solve an issue they had processing my credit card, after 2 hours and 15 minutes waiting on the phone I got charged $100 extra! It could not have been worse. At this time I called again to get the refund and I have been and hour waiting already.

I had the worst experience with Simplisafe. Set up my system only to be alerted in the middle of the night that my front door had opened (a terrifying phone message to receive). Turns out, the system doesn't work with steel doors and the magnets cause the alarm to activate. I called and oh yes, this is a known problem. Just return your system for a full refund. It's been over a month, FOUR phone calls to customer service reps, and still no refund. In fact, I was charged another month of monitoring service today. Each rep promises to handle the issue and after over an hour on the phone each time, it never gets resolved. Really regretting even getting this system in the first place.

SimpliSafe is an easy to setup home security option. We've always had great interactions with their customer service and the system works flawlessly. The system is easily customizable both in actual devices as well as settings for those devices. The ability to set additional passwords for relatives or neighbors is very handy. The smartphone app is great for keeping track of your systems status as well as being able to arm/disarm and change settings on the fly.