SimpliSafe

SimpliSafe

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Overall Rating2.3 out of 5
See all 408 reviews & ratings

About SimpliSafe

SimpliSafe designs wireless home security systems that are easy to install with no drilling or tools. With a wide array of sensors and security cameras, SimpliSafe offers all-encompassing protection plus integrated apps that make system control possible from anywhere. It provides seamless 24/7 alarm monitoring without the long-term contracts and sky-high prices of traditional home security companies.

    Pros & Cons

    Pros

    • Affordable plans
    • Highly customizable packages
    • Simple DIY installation

    Cons

    • Upfront equipment costs

    Bottom Line

    SimpliSafe has one of the most affordable home security system plans on the market. You do have to pay for the equipment, but packages are highly customizable, and the DIY installation is easy.

    SimpliSafe Reviews

    ConsumerAffairs has collected 408 reviews and 829 ratings.

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    Page 3 Reviews 40 - 240
    Customer ServiceCamera & VideoDelivery & ShippingReliability

    Reviewed June 6, 2022

    **ZERO STARS** I bought a system 7 months ago and during set up none of the cameras worked. They apologized after hours of troubleshooting and said they would overnight me new cameras especially because we were going out of town. The camera never came, we waited 2 weeks for the camera to come because we called them AGAIN when we came back in town and the CSR said they forgot to send the replacement. So, we attempted to set up the cameras again with tech/CSR for hours on the phone and he said that he thinks they sent us an older camera by accident that doesn't work with our internet, He then suggested we DOWNGRADE our internet service quality to accommodate the old camera. I said I'd think about it because we have been with our service for 3 years. Also, why does your NEW equipment not work with today's internet speed?? STUPID!

    SO then 2 months go by of us trying to trouble shoot and we are Now out of our 60 day return window. We had been told that all we need to do is continue troubleshooting with them to get it working properly and have everything working together with the hope that our alarms and the cameras will work together as one because NOW we cannot get our money (almost $ 400) back. All while they keep telling us they have a Liefetime Warranty and all we need to do is spend hours on the phone trying to get it to work as they do not do in home setup.

    So, here we are... phone calls later having them send an entirely new system shipped to us because we didn't feel right trying to sell the current system we had, even though their CSR told us to, in hopes that the new system they're sending works. Just so we can turn around and sell it online ourselves in hopes to recover some of our money spent, which is actually nothing compared to the amount of time we spent on the phone. Warning you now... AVOID this BRAND, It's Products and Services at all costs!!!

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    Customer ServiceMonitoringDelivery & Shipping

    Reviewed June 2, 2022

    Monitoring service is excellent. Customer service and order processing is awful! Placed an order on 5/27. On 5/28 I received ship notification and tracking number. As of 6/2 the item has not arrived at the USPS for shipment. I requested an online chat and 4 hours later still haven't been contacted. I called customer care they confirmed it was still in the warehouse pending shipment. Talked to customer care supervisor who had more excuses than solutions. She implied the memorial day holiday caused a delay. I'm sure it did, but that was 3 days ago. No reason why it sat for another 3 days. She actually suggested the post office hadn't picked it up yet. Mind you, the postal service and Simplisafe returned to work on Tuesday 5/31. I'm on the verge of changing to another service because of this level of service.

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    Customer Service

    Reviewed May 24, 2022

    I was on a support call regarding not being able to see my timeline of activity. I was on this call for over an hour and 45 minutes only to be told that the plan I have been on basically does not have the feature to see my past activity and I would have to call every week to see if the system has been tested. For this loss of feature I get to pay an additional $3.00 a month. This has got to be the dumbest thing I have ever heard. I have systems at 2 locations. I am sorry I purchased the SimpliSafe products. Don’t take function away and expect the consumer to pay and not get any benefit..

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    Customer ServiceMonitoring

    Reviewed May 18, 2022

    I had been with SimpliSafe for 5.5 years. They upgraded their system 4 years ago because of of problems with their original system. They never informed me of the need to upgrade, but they were happy to take my monthly monitoring charge of $27.99. When I called to complain about that the system was not working for me, they wanted to sell me the "new & upgraded" system. After some further discussions, I asked to cancel my system, which they agreed to do. But they would not refund me the monthly monitoring charge of $27.99 which just deducted from my bank account yesterday. I expect better treatment of long-time customers.

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    Customer ServiceMonitoringContract & TermsReliability

    Reviewed May 7, 2022

    I have had a Simplisafe alarm for about 6 years. Their equipment is functional and affordable priced but their actual contracting with a monitoring service here in L.A. is a complete disaster. I set off the alarm to see what would happen. No one called as I stared at my cell phone for 30 minutes. I then called their L.A. 'central station' To ask why they hadn't called they resorted to several obvious lies and far from cleverly done. They claimed they called- a lie. No record of any calls from them for that 30 minutes.

    They said they called twice as I was paying for in the call instructions. They said the second call was answered by a message that this number is not in service. Really? Then if so why no redialing since according to your lies you called several minutes before and if so that infers you knew it was an active line, right? But no redial was made on the second fantasy attempt, long silence on the line after this clear logic by the completely non functional person that created the false log and was then backed up by her supervisor in her lies with the same silence after running thru her lies above that any calls were made to my cell phone and its call record proves this.

    I don't know if they called my apt as I wasn't there but at my warehouse where the alarm was. After far more senseless babble from the lady and the supervisor that included repeating over and over references that were tangential nonsense and then tried suggesting to have me transferred to the SimpliSafe number- a phony move I had already been treated to that they again lied and said they weren't aware if they were open or closed it was after 7 pm. At the end of the third call from them I took this suggestion and was treated to a message that said to call during normal business hours as I pointed out 2 of the 3 central station employees that tried this suggestion and I of course pointed out that was a obvious cop-out and phony insincere move they knew would result in that message. So I said to her that would be a dodge after constant lying your attempting.

    Then the lady detailed a record of phone calls to my 2 numbers that were no more than outright lies coming from phone log that was pure fabrication by her. And the phone records prove this. Previously I became aware years previous that the company is horribly run, and yes I should of changed right then from them. Here's a example. In the alarm log that appears in the simplisafe website for my account for your alarm which I have simply never monitored being busy I was victimized by employees in a large theft at night. They disabled the alarm and literally months later when I got sick at the beginning of covid I wondered why the system doesn't involve calling client if a critical change occurs in log activity and it the alarm sounded fine after setting it when I exiting it seemed it was still ok.

    My point is - if for years the log of the door open sensor is ok and suddenly is creating no log daily of being active - why not a system by them that gives a call to the client warning of this change? There are other examples, the point is this company is horribly managed - do not trust them - they simply do not do their job, and in at least my case contract with utterly incompetently local monitoring services at least and has been very very poor service from them for years. So absolutely I should of moved long ago to any other service, that's totally on me and I own that.

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    Customer Service

    Reviewed May 5, 2022

    Let me first say the customer service has been one of the best experiences we have ever had. The people we spoke to and their product knowledge was always top notch. Our problems began were minimal. The key fob is designed poorly and as a result it has constantly activated accidentally. Sometimes without our knowing. I cant tell you how many times the dog jumps up and sets it off or I get into my vehicle and the button is pushed. But I can live with that.

    The next issue was the design for the windows. We had to cut out small blocks to add to the window in order to raise one of the pieces to make a clean contact. I realize this is not necessarily their problem, but it wasnt designed with older windows in mind. These two issues were the only problems until one evening our keypad started lighting up for no reason. And because it is in our bedroom, it was a nuisance. We checked the blog and others had experienced the same problem, but nobody addressed the "why' it was happening and how to fix it.

    We contacted SimplSafe and they were able to send another unit without issue. Although it was a headache because we had to reset every sensor to accommodate the new brain, we were excited to have no light going off every 20 seconds or so. But, it didnt fix the problem. We contacted them again and they spent hours taking us through system checks and whatnot. Moving forward, the same problem is still happening. However, now we have a sensor that will not work. When we set the alarm we almost always hear "warning..." right after we set the alarm. Even though we have changed the battery and made sure everything was set up correctly, we dont like not knowing what could happen if the window was breached.

    The next issue are the cameras. They have never worked since the new brain was replaced. Part of the hours we spent on the phone was to try and get them back online. Now for no apparent reason I get a noise from one of them that says "Your camera is ready..." So we have gone from bad to worse. They have been very nice to deal with and quick to replace the existing devices, but the issue has not gone away. Obviously, there are still some bugs to work out. We have begun looking for a new alarm because there is nothing worse than not knowing what may happen if that day comes. Will they work or not? Thank heavens we have a dog that cannot be replaced.

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    Customer ServiceMonitoringOnline & App

    Reviewed April 15, 2022

    I have been a customer with Simplisafe for 8 years. After a recent price increase to the subscription monitoring, I made the decision to cut the umbilical code, and begin self monitoring. I called customer service, requested cancelation, asked questions as to whether or not I would be able to use the mobile app, (i.e. gain access to my cameras and video doorbell, and change alarm states). I was informed that I could indeed still use the mobile app to interactively perform these actions.

    To my amazement, after cancellation, when I opened the mobile app on my iphone, all system information had been deleted. I am very disappointed. I have attempted to reinstall the system in my mobile app. It has been a total disaster. I called simplisafe customer support and was told this would be impossible. So, my question to simplisafe, "why while I paid the monthly subscription fee, did my mobile app work flawlessly, and the moment I canceled the monitoring service, the system went to hell (so to speak). This is criminal, I will never recommend this system. Thank you for nothing, Harv.

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    Customer Service

    Reviewed April 12, 2022

    I have been paying, and without security for going on five months. Let me say, the system is fine when it works, and if you know what you're doing, you may be golden! I do not know what I'm doing however. I admit, I'm no techy genius, and I was not advised I had to be one to get this system!! Every time I send an email, I just get an automated reply, thank you for your email, call our customer service number for assistance. The email doesn't say it, but you call customer service, which is what I do prior to sending the email, to either be told, "Tough fix it yourself," or they give you the run around, or I wait 20 minutes to have no one pick up at all!! It is very frustrating.

    I travel, and in being home, I want to know my alarm system I pay close to $30 a month for is working. Yes, I know there are others more expensive, as I've had others before, and to save money, I tried SimplySafe...but never again!! You save alright, and have to go periods without ever having security. I haven't been able to use my security since early February, and it is mid April now. It is inexcusable, and I have requested to talk to a supervisor multiple times, to just receive an email, thank you for your email, and you can call us for assistance at the 1800 number. I would not advise anyone else to try this security service.

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    Smart Devices

    Reviewed March 30, 2022

    If you own a rental property do NOT get this system. You cannot update it unless someone is physically at your house, you need to reinstall the keypad... which I’ve had to do twice. It had taken over 6 hours of my time to troubleshoot with them, upgrades come out of nowhere so you can’t even plan around them. If your wifi goes out the system can short circuit. I specifically joined this consumer review page to warn everyone. There are better models out there!!!

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    Customer Service

    Reviewed March 22, 2022

    I was getting a monthly bill for 22 months. But turns out they didn't know we weren't connected to their system. Only way to cancel is by phone and takes forever to talk to someone. I guess they hope you give up, so they can keep charging you for doing nothing.

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    Installation & Setup

    Reviewed March 18, 2022

    Garbage. Out of three cameras, they all are constantly disconnecting. Unbelievably how something can be this bad! Pure crap, the only thing good about it is that it's easy to install set up...and I've only had it for a few months....junk!!!

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    Customer ServiceCamera & VideoSmart Devices

    Reviewed March 4, 2022

    I researched a lot of companies before settling on SimpliSafe. Ultimately, I'll say that I chose SimpliSafe because the price was right; I was shopping on a budget. The problem, of course, is that shopping on a budget means that you often get budget products. My cameras are constantly disconnecting from my system, to the point that I have every confidence that if there WERE some incident at my house, I would have no footage to provide authorities.

    SimpliSafe will suggest that it's got something to do with the camera's proximity to the base station or the base stations proximity to the router. Except... My house is 940 sq ft. It's about 50 ft at it's widest points. The way the rooms are structured, none of my SimpliSafe products are more than 20ft apart, and separated by at most 2 walls. If the antennae in these cheap products is too weak for THAT setup, I'd suggest the company stop making wifi-enabled products, altogether.

    I'm currently trying to re-setup one of my cameras, which mysteriously disabled and reset itself. I'm literally sitting about 24" from the router, in the same room with both the router and base station, and the camera can't connect to wifi. That has been the gist of my entire experience with SimpliSafe. Customer service's solution to the janky camera problem? Send me a free janky camera. Thanks, SimpliSafe for making me and my household feel so... Safe.

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    Customer Service

    Reviewed Feb. 18, 2022

    I have 5 cameras set up. I have used this system for 3 years. Sometimes I am away from home for several weeks at a time. Always will have 1-2 cameras go offline for no reason. Customer service does not know how to correct this. I don’t know how they get the high reviews they receive.

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    Customer ServiceInstallation & SetupTechOnline & AppReliability

    Reviewed Jan. 29, 2022

    After a few weeks after we installed the system, I noticed the app was requiring me to login, out of the blue. Then I couldn't login on my PC. After confirming that my password and email were correct, still no joy. Called their tech support and was told "there is nothing I can do" by their tech. Once locked out, even the company techs cannot fix it, override it or change it at all. Excuse me?! SO now I cannot remotely protect my business and must wait 24 hours to try logging in again in the hopes their system allows my back into my own account. Helluva way to run a security company. Should have gone with ADT.

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    Customer ServiceSmart Devices

    Reviewed Jan. 26, 2022

    I built my system to include a base station, several door sensors, motion sensors and outdoor cameras. When the components arrived, they were extremely easy to set up and test. I did run into a couple minor equipment glitches which Simplisafe was quick to replace, no questions asked. I also spent a good deal of time on the phone with support staff resolving a wifi issue - which through systematic troubleshooting - we were able to resolve. I am 100% satisfied with the price/value, support received and APP. I love that I can remotely access my system and adjust settings all from my phone. Very happy I made this purchase - it has definitely improved my feelings of security.

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    Customer ServiceContract & TermsSales & MarketingSmart DevicesReliability

    Reviewed Jan. 21, 2022

    We decided to go with SimpliSafe, so we can take the system with us when we move. First off they lied to you about how much it cost. They say it's only going to cost $499. In reality it cost over $1,000. They don't tell you that until you call them and you're on the phone with him for over an hour. Our cameras go off 24/7, no matter how much we troubleshoot there always seems to be an issue. There's nothing wrong with our Wi-Fi connection, everything is plugged up just fine. And somehow the system triggers a false alarm and the alarm goes off no one put the alarm on. So if I'm going outside to take out the garbage the alarm will go off for no reason. Mind you I have a baby who needs to sleep, and it's very frustrating! This is happened to me twice. Stay away from these people! It's a scam! I'm so upset that we are stuck in a contract with them!

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    TechSales & Marketing

    Reviewed Jan. 4, 2022

    I've had a really poor experience with SimpliSafe and would hate anyone else to spend the money like I did. You need to purchase the equipment, which was fine for me. However, the door lock didn't work. I connected with their team three times for a replacement, they assured me it would be sent, and it never did. It's now past the 60-day window, and I cannot get a refund.

    I also purchased their product in the hopes someone could set this up for me (it seems like you can do that from their site). They send you to a 3rd party vendor who isn't available for months (which means if you do not like the service and you're not tech-savvy, you're out $600-$800). Whole setup seems like a bait and switch. I'm shocked at some of the positive reviews, I wouldn't recommend this to my worst enemy. There are most certainly better products out there.

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    Customer ServiceSales & MarketingDelivery & Shipping

    Reviewed Jan. 3, 2022

    I'll start by stating that SimpliSafe is not equipped to handle customer support requests. My emails continue to receive auto-responses and no agents have been able to assist me with anything. I needed an email support ticket to send in data (screenshots, scans, etc), but was unable to do so. This is concerning to me, should I experience any future issues, that I will be told to call and wait on hold on the phone. The lack of customer support is critical to the decision making process for a product and service like this.

    Here was my timeline: 1. I used their website to build my own system. I spent time designing the system and then 'saved' the system. I received an email letting me know it was saved. Upon clicking on the link in the email, it took me to...an empty shopping cart. No system anywhere, and no way to retrieve it. Lost. 2. I decided to simply place my order. I built up my system and then proceeded to checkout. The website then reloaded the same shopping cart step over and over. No errors. I triple checked the input. No issues at all. The cart simply wouldn't proceed and let me complete my transaction. I was unable to resolve the issue.

    3. I called the number on the website to report the issue. The agent was very nice and proceeded to help me place my order via the phone. The agent repeated everything back to me and I checked it off my list. It all appeared to be correct. I placed my order. Then, I never received an invoice or sales receipt. Nothing at all. Silence. My card was charged, but no email confirmations. I tried creating an account with my matching email address. Upon doing so, I was able to sign in and see My Account. There was nothing there. No orders. Nothing.

    At this point I was concerned that they spelled something incorrect via the phone order. I emailed customer support. They want me to call in (still not sure why they have an email support if they want to force me to call). However, I do not believe it's my responsibility to wait on hold for their support system, when the error is in their own operations. This was not a user error, this was a SimpliSafe error across the board.

    I receive a shipment notification. It told me my order would arrive in 5 days, but the email did not contain any way for me to actually see my order. I could only track via the carrier. Then I receive a shipment notification that it's been delayed by 3 days. Understandable given holiday timelines. I receive a package 3 days later from SimpliSafe...for a completely different customer. I opened the box to review, and have the pack list for the other customer (with their name and address on the list).

    2 days later I receive a package from SimpliSafe, which appears to be my package. However, it does not contain all items from my order (which is what I wanted to confirm in the first place, but still, as of this moment, have no way to see my order. No invoice. No sales receipt). Given their inability to handle these basic operations, I don't have much confidence in them as a company to handle my security. Now I'm left with 2 boxes of goods and no customer support. I am but a single situation (I hope others have much better luck!), but wanted to share my experience.

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    Customer ServiceDelivery & Shipping

    Reviewed Dec. 28, 2021

    I ordered a system in September. It was delivered by FedEx and left outside on a table by the deliverer despite easy access to at three covered areas. Rain came and soaked the system. Simplisafe, who chose the carrier, tried to blame me for Fedex's laziness. Another system was delivered that does not work, then another rain soaked system (Simplisafe loves Fedex), and system #4 was delivered to the wrong address by USPS and presumably lost according to Simplisafe. During a four month period there was no follow up or concern shown by Simplisafe. Still have no workable system and they simply don't care. Never, and I repeat never, do business with this company. The level of incompetence and poor customer service is beyond belief.

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    Customer ServiceCamera & VideoTech

    Reviewed Dec. 22, 2021

    With the plan that I’m on, It seems that the video recordings will delete after 30 days but the timeline will stay forever, who needs to keep messages like doorbell rang, motion detected, or system activated, or system off?? But if you can’t delete this timeline, it just keeps using memory on your devices for no real reason. I’ve contacted SimpliSafe’s techs several times about this problem and after more than a year all I get is a response of they're looking into this issue. Don’t you think that after a year they would be able to link the timeline and recordings to delete together when they're not important enough to keep, And if you have the 2 camera recording timeline, the recordings and events stay on your device as long as you use this plan.

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    Customer Service

    Reviewed Dec. 11, 2021

    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.

    My only negative about their equipment is that almost all the higher cost items use batteries that the customer/user can NOT replace.... So (you guessed it) you have to BUY another. Been going through this rodeo of Simplisafe "customer service" for about 7 years... Even bought a system this year for my daughter. Don't know why I keep doing it. It's not just DIY; it's also YOYO (You're On Your Own).

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    Customer ServiceOnline & AppReliability

    Reviewed Nov. 27, 2021

    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.

    Customer service via online chat suggested turning the iPhone off, then back on, and deinstalling the Simplisafe app, then reinstalling it. I tried that numerous times, and followed suggestions on Apple's site about waiting a good while before reinstalling the Simplisafe app. Apple says that since I am getting notifications from other apps, then the problem has to be with the SimpliSafe app. I tried to access the SimpliSafe customer support forums, but can't get on the forums because I first have to log on to Simplisafe. Emails to Simplisafe support result in computer generated replies that these kinds of issues cannot be addressed via email, only via a call to customer service. NOTE: it appears that Simplisafe recently upgraded their app... I'm thinking that's what has caused the problem. SO now I get to call customer service and wait on hold... Hopefully I will get lucky and

    1. get thru without the half hour to hour on hold time

    2. get somebody who actually knows enough to solve the problems....

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    Customer ServiceMonitoringCamera & Video

    Reviewed Nov. 19, 2021

    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.

    When I pointed out that I had received an email from the company that the email on my account had been hacked, he dismissed it and said that there was nothing he could do. I mentioned that someone had been breaking into my home and the alarm wasn't going off, and he dismissed my concerns yet again and said there was nothing he could do.

    I had a break-in again last week. My outdoor camera picked up an SUV pulling into my neighbor's driveway (my neighbors were not home at the time). My alarm never went off so I thought nothing of it until I got home and realized that someone had entered my home. I later pulled up notifications on SimpliSafe and the video of the SUV had disappeared! When I called the company, the rep told me it wasn't visible to them. I insisted I had seen it when it happened, giving the specific day and time, and he told me I was "mistaken". After I questioned him, he said the only way the video could have been deleted was if someone at the company deleted it as it wasn't possible for me to have deleted the video. The system seems to be good unless you have someone with money to bribe the people at SimpliSafe to look the other way when your account is hacked and your home repeatedly broken into.

    No one at the company will help me. I got the system so I could feel safe in my home, but I no longer feel safe at all. It will help against a stranger's attempt to break-in, but not against a man who is, I assume, paying the people at SimpliSafe to let him gain entrance into my home. Again, my experience is hopefully not typical, but if you are being hacked and stalked by someone, I would recommend that you DO NOT buy this system or use this company!! BTW, I have reported this man to the police but as soon as his name is mentioned as the one breaking in, the police threaten me with arrest and incarceration. I'm fighting a losing battle and wish I could trust my alarm system to keep me safe. I can't afford another higher priced security system, so in the meantime I'm stuck. And no, I do not want a man who thinks it's ok to break in to my home, hack me, stalk me, etc., no matter how much money has seems to have.

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    Customer ServiceCamera & Video

    Reviewed Nov. 9, 2021

    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?

    Well we have news for SimpliSafe. That is a very dumb policy. You ignore your existing customers to your peril. We have found over the years that companies who become this arrogant are beginning the decline. So instead of ordering our allowed 1 camera - when we need 2 - we passed, and have started looking for a replacement for SimpliSafe. As much as we like them, we are not going to support your arrogant policy by spending more money with you. No - we are moving on, and we strongly recommend other customers do the same. And if you are not a SimpliSafe customer, keep looking. They don't care about you!

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    Customer ServiceMonitoring

    Reviewed Oct. 23, 2021

    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.

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    Customer ServiceMonitoring

    Reviewed Oct. 6, 2021

    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!

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    Verified purchase
    Customer Service

    Reviewed Sept. 21, 2021

    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.

    The supervisor I finally spoke with after an hour, told me she thought it was a glitch in the system (!!) and couldn't explain why. Incompetence, rudeness, and complete lack of customer dissatisfaction. I would not trust a security company that was making charges on my card without my permission. Check your statements everyone!

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    Customer ServiceReliability

    Reviewed Sept. 21, 2021

    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.

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    Verified purchase
    Monitoring

    Reviewed Sept. 18, 2021

    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 have spend $1322.94 on the most useless security system. What's most concerning is that my smoke detectors and CO monitors are Simplisafe brand and without a working base I have no monitoring functionality. It's useless. I have spend hours on the phone on multiple occasions. The employees are very nice but no one can get to the root of the problem and they won't give me a refund. I hate that I spent this much money and I can't even feel that my home is safe. I do not recommend Simplisafe products or monitoring.

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    Reviewed Sept. 18, 2021

    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.

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    Customer Service

    Reviewed Sept. 16, 2021

    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.

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    Online & App

    Reviewed Sept. 11, 2021

    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

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    Customer Service

    Reviewed Sept. 1, 2021

    ***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!

    Now they refuse to refund repeated unauthorized monthly charges that were made without any knowledge or authorization by me. I have called many times and been hung up on and stuck on hold for hours waiting for a "supervisor". Horrible customer service. I WOULD NOT TRUST SUCH A PREDATORY AND FRAUDULENT COMPANY TO KEEP MY HOME OR FAMILY SAFE!! NOT IN THE LEAST!! And good luck getting ANY money back or refund after they repeatedly FRAUD you.

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    Customer ServiceMonitoring

    Reviewed Aug. 30, 2021

    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.

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    Customer Service

    Reviewed Aug. 28, 2021

    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.

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    Installation & Setup

    Reviewed Aug. 27, 2021

    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!

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    Verified purchase
    Customer ServiceMonitoring

    Reviewed Aug. 25, 2021

    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.

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    Sales & Marketing

    Reviewed Aug. 5, 2021

    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.

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    Customer ServiceMonitoring

    Reviewed Aug. 4, 2021

    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.

    We bought a 2nd system here for about $400 because we live in a smaller home. Everything has worked great. Last year upgraded to the new system. We needed a 2nd key fob so we called and granted they said there was a waiting time of approx. 40 min. But there is an option for them to call you back. We live out in the sticks and did have a break-in but the siren went off and scared the crap out of the burglar and they took off. We still have monitoring ($15 a month) so the Sheriff was here within 10 min. We will never buy anything else.

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    Customer Service

    Reviewed Aug. 2, 2021

    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.

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    Customer ServiceInstallation & Setup

    Reviewed July 22, 2021

    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.

    The refund check never came. My latest call, I was told that there weren't any notes regarding a check being sent and that the equipment wasn't returned and I would not be getting a refund!! I asked for the original tracking number and they gave me a bogus number. For a company that deals in security and theft protection, they sure stole my money!!!!

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    Customer Service

    Reviewed July 13, 2021

    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.

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    Customer Service

    Reviewed July 1, 2021

    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.

    I attempted again today (9 days later) to get the issue taken care of because I never did get the “call back” I was promised. After a 35 minute wait the call was answered. The CS Rep was understanding and AGAIN ran the question by a supervisor, actually two of them. Now they tell me I have a couple of options. Send my entire system back for a full refund, reorder a new system with a 35% discount and receive the free camera. That would make my order about $20 more that it was the first time. Or, purchase a camera for 40% off (with shipping about $70). So I spend about $90 to get a free $99 camera. Duh!

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    Customer ServiceInstallation & Setup

    Reviewed July 1, 2021

    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...

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    Customer Service

    Reviewed June 26, 2021

    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.

    Two weeks after starting using the equipment the keypads stopped working (batteries dead as well). Three of the window motion sensor had poor glue on the stickers and would not stay. This system was the worst decision ever to try to keep my home safe. After a 55 minute wait, talked to customer service to cancel back in December, by March Simplisafe was still charging my debit card!! I called them again. Today, I just noticed that they have continued to charge my card even when TWICE I have asked to cancel both services. I have been on the phone for 40 minutes waiting for someone to answer my phone call. Save your money and your time - buy a different alarm system. You will get ZERO support from these people. Unprofessional service. As a school teacher on a budget I am very mad at myself for choosing this service.

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    Customer Service

    Reviewed June 23, 2021

    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.

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    Customer ServiceReliability

    Reviewed June 21, 2021

    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.

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    Customer Service

    Reviewed June 14, 2021

    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.

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    Reviewed May 19, 2021

    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.

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    Reviewed May 15, 2021

    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.

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    Reviewed May 7, 2021

    I used SimpliSafe for 10 years, SUCCESSFULLY. 0 complaints. Recently a keyboard failed. Called support, would not replace keyboard, sent a communication part instead. My system was so old, the part would not fit. Called support, the same wrong part was sent. Called support, a new base station was sent. Keyboard still broken. SimpliSafe seemed zero capable of helping. Each support rep was professional, nice, but missing some info.

    Ordered new system at "half cost"??? New system came in missing my original door, window, motion, sensors though the rep had clearly seen them in my account. More money given to SimpliSafe, still no functional system. 3 weeks from first broken keyboard, some 6 calls to support, a couple of hundred bucks down. Whose fault is this? Mine! I had two competitive bids. It would have been cheaper to tell Simpli thieves to pound sand. I am so disappointed. I cannot recommend anyone to buy simplithieves. (One guy, Joel, tried so hard to make it right. But, one level up, just wanted more money.)

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    Reviewed May 7, 2021

    Easy to set up and install. Reasonable pricing for components. Great help in creating necessary components just for the home. Company service in answering questions was specific and to the point, offering only the components necessary to monitor the home. They also recommended components that I didn't think about, sump pump water detector.

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    Reviewed May 5, 2021

    Our family has found SimpliSafe to be reliable, affordable and a plus was; it was a breeze to install! No high pressure sales pitches whatsoever... You pick and choose what you feel would be best for your family. Our alarm has gone off a few times and they call within a few seconds to find out what is going on and if we're ok or need police, etc. We wouldn't hesitate to recommend.

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    Reviewed May 4, 2021

    The system was easy to install and the batteries on the window monitors last a really long time. I've only had to change out two batteries in 3 years. The monitor has been great also, except for minor outages to the monitoring station all has been good. I am really happy with this service.

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    Reviewed May 3, 2021

    We changed to Simplisafe when we moved into our new home. It has been easy to change the configuration ourselves - add new devices, move devices and so on. The contact desk has been very helpful with both changes as well as when we accidentally set off the panic button.

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    Reviewed May 2, 2021

    Affordable, reliable, easy to set up. Especially like the away feature that allows the dogs to stay home with no false alarms. All contact with the service department have been very positive, from alarm response to general questions. The camera has a great picture.

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    Reviewed May 1, 2021

    Simpli Safe is simple to install and easy to use. We have installed the system in my daughter's college apartment and moved it each year when she has changed apartments. I would recommend Simpli Safe especially if you are someone who is renting and moves often. It also saves having an alarm company come out and install a system or try to update a system that is already in place because you have the ability to install it yourself.

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    Reviewed April 30, 2021

    Very flexible system and easy to install as a DIY project. Many device options make it easy to customize to perfectly fit individual needs. Highly recommended as a first choice when it comes protecting your home and those you love.

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    Reviewed April 26, 2021

    Two weeks ago I ordered a security system. Two days ago I tried to set it up but the base station wouldn't register. A call to customer service revealed that I had been sent a base station that was so old it was defunct and not usable. I was promised a replacement base station by today but now I get an email telling me it'll be 5 to 7 days. And.... they want the defunct base station back so I have to now stand in line at a post office after wasting my time the other day and not having a system when I move into my new place. Hmmmm don't think so! Do better SimpliSafe.

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    Reviewed March 29, 2021

    Please consider adding a service to Uninstall equipment when people move in case they do not want to climb on the roof to remove cameras or know how to switch out electric doorbells. Perhaps expand contract with HelloTech who does the installations.

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    Reviewed March 27, 2021

    When purchasing they were very friendly and answered all of my questions. When asked if they did installations they said yes and told me they use a company called Hello Tech. I asked them if Hello Tech had technicians in my area and was told they did. I was given an email address to contact them, which I did, it took a week to get an answer and in that week I received 3 emails telling me my installment had been cancelled. I then call SimpliSafe who told me there was no reason why HelloTech could not give me a date and do the install.

    I then received an email from HelloTech with a date and 3 days later I received an email saying my installation had been cancelled again! I then called SimpliSafe and obtained a return Label. I Mailed the equipment 11 days ago and have not received a refund and was told to give it more time, that they had not received the equipment. I find it unbelievable that USPS is that slow. At this point all I want is my $401.00 dollars returned. I placed my order on Feb. 22, 2021.

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    Reviewed March 22, 2021

    I had a issues with my door lock in December 2020 and call SimpliSafe for advice. The techncian was able to walk me through the process and manage to rectify. Simplisafe was good enough to give me a credit for my troubles. In February 2021 I received two email advised me that the credit card on file could not not be processed and I need to edit and update card information. I call customer service and was told they will update and apologized for the inconvenience and gave me another month credit and will not have any further issues.

    On March 12th 2021 I received another email advising me once again that they were unable to process card on file and I need to edit and update. Call again only to be told I need to update card so they can process payment. Now am not sure if I did get a credit for all the inconvenience and this time there was no apologizes. I have been SimpliSafe for over 3 yrs and this the first time I have had an issues with the service.

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    Reviewed March 9, 2021

    I installed our system 1 week ago. Install went well, no issues. I have not installed the camera as I haven't had the time yet to configure/play with the set up. Problems started 2 days ago. When the system is armed, the keypad started going through this cycle of lighting up brightly for about 30 seconds, dimming for about 30 seconds, then going out. This would repeat every 10 minutes or so. Very annoying as the keypad is right outside our bedroom door. Called tech support, got through right away, but the girl was clueless - personable, friendly, but clueless.

    She had never heard of this problem, must have messaged someone, came back and said it was a defective proximity sensor in the key pad. Could be, we'll see. She then said they'd ship a replacement keypad and she'd put the order in. For whatever reasons she was having difficulty placing the replacement order and I ended up receiving 13 emails with the return shipping label! New keypad supposed to arrive today but based on other reviews we'll see if that happens.

    Yesterday, shortly after leaving the house, I get a call from the police department that they had a reported alarm at our house. I asked them not to dispatch as I was just a few minutes away and would call if needed. Simplisafe had tried to call my phone but I wasn't available, yet they didn't attempt my wife who is also on the account. When I checked the app, it indicated a master bedroom entry as well as motion (which is in a completely different room) which made things kind of scary. Got home, no sign of entry, and when I checked one of the window sensors fell off - that would cause the entry alarm, but why the motion????

    Now to the sensors. Due to the design of my windows I am forced to use the adhesive mounts. I meticulously cleaned the mounting areas, allowed them to dry, then mounted the sensors. 5 days later a sensor falls off. Get home from work and start checking the others and out of 14, 12 basically fell off into my hand - all potential false alarms! I immediately replaced all the adhesive with Scotch 12lb adhesive squares. Surprising, the motion and glass break sensors mounted to drywall seemed to adhere very well. So, in summary, quite a few issues in a short period. We'll see if the replacement key pad arrives as promised and corrects the problem, see how my new adhesive pads work, and tackle the camera setup. After a period I'll submit an update to this review.

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    Reviewed Feb. 21, 2021

    Every time I called to get service repairs I was asked if I wanted to add the $14.99/month service. I always said no - don't need it, don't have any use for it and since the smoke alarm doesn't work and they can't fix it - I don't trust their service. They have been charging me for it anyway and won't return any of the bogus charges.

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    Reviewed Feb. 6, 2021

    I purchased a SimpliSafe for my daughters house several months ago. It was an easy set up, but months later the sensors and one of the key pads keep falling off the windows and doors. One of the keypads falls off the walls. My daughter called Simplisafe safe and they told her there is nothing they could do. Customer service is terrible. You can use the system as a paper weight when you have a problem because customer service will not help.

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    Reviewed Jan. 28, 2021

    So far, I have no complaints. It's been working fine and was easy to set up. You may need to be a little bit skilled in setting things up but it's really not a big deal. I like that you can add options as you need them.

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    Reviewed Jan. 27, 2021

    The SimpliSafe system is a great system that is easy to set up. I love that it only took me a few hours to have my entire house secured. The app is easy to use and the customer service team is good. I have the smart lock and it works great. I look forward to adding the doorbell.

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    Reviewed Jan. 26, 2021

    Good alarm system, a little challenging to get all the sensors to connect, much better than having to deal with the big alarm companies and no contract. I have the original system and I think the latest has made much improvements.

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    Reviewed Jan. 25, 2021

    There's no installation cost, the installation is very easy and no damage to walls and doors with installation. Monitoring service has a quick response to alarms. When there is an upgrade the company sends needed equipment at no cost and will talk you through installing upgraded equipment. They were very patient and helpful.

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    Reviewed Jan. 24, 2021

    Simple, easy to install, and works fine. Nice to not have to deal with contractors who aren't very helpful. I have used ADT, Xfinity and Ring in the past. I still like the Ring system, but I'm not happy that the company was purchased by Amazon.

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    Reviewed Jan. 23, 2021

    I’ve had them for many years. The system is easy to install yourself, the people are wonderful, very helpful and they work with you to figure out any problems you may have. Customer service is alive and well with Simpli Safe!

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    Reviewed Jan. 21, 2021

    I have had this system for almost 5 years. Today I went out for a walk, turned on the alarm and left. When I got back 45 minutes later a policeman was parked in my driveway because the alarm had gone off in my absence. He had checked all the doors and they were indeed closed. The screen on the device said that 2 of my doors had been opened. I live in the country on a farm, well guarded by 2 loud dogs. Knowing no one had entered my house - I have 2 loud dogs - I called SimpliSafe and they admitted that the sensors had gone off line and triggered the alarm. However -- they will not notify the authorities at the False Alarm agency to tell them this. I will have to pay $300 for the police visit! There was no way to know the sensors were off line until they went off in my absence. The "supervisor" on the line was disagreeable and unhelpful. I will be looking for a more reliable system.

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    Reviewed Jan. 21, 2021

    Such a great product. So easy to install and a cost effective way to get some peace of mind. If you want an inexpensive alternative to provide you and your family quality security, get SimpliSafe today.

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    Reviewed Jan. 21, 2021

    The system is almost perfect. It was easy to set up and install ourselves and the monthly subscription is totally affordable. The only reason I say “almost” is because the app is too often lagging. One example, when someone rings your doorbell it can too often take a minute or more to load the live video. When someone is at your door most likely you want to see who it is right away.

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    Reviewed Jan. 20, 2021

    I have used Simplisafe for 8 plus years on 3 different addresses. They are priced fairly, the system was easy to install, their customer service is friendly and knowledgeable, and the system has been reliable with excellent response times when the system alarmed.

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    Reviewed Jan. 19, 2021

    This system is so easy to install. Monitoring is a minimal cost, and the system itself was so affordable (under $300 for my needs). Even my homeowners insurance company states that customers rave about it.

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    Reviewed Jan. 18, 2021

    I love Simplisafe. It is very reliable and easy to operate for a senior citizen that I am. It was very easy to install and did not take much time to do so. I would recommend this system to everyone.

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    Reviewed Jan. 17, 2021

    I was impressed with how easy it was to install. My husband installed it within a couple of hours. I don't think he even Google it. We bought in a package deal off Amazon Prime. I would recommend this for anyone.

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    Reviewed Jan. 16, 2021

    The peace of mind that comes with a truly convenient and reliable home security is well worth the investment it may require. Simplisafe offers reliability and a low cost so I was able to purchase twice as many cameras with my budget. It was very very easy to set up and it’s even easier to use everyday.

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    Reviewed Jan. 15, 2021

    This security system was very easy to setup and monitor, it took less than 30 minutes. You have the option of upgrading to live monitoring if you so choose to pay the additional fee. The 24 hour battery back up is reassuring in the event of a power outage or intruder cuts power to the house. Setup and monitoring on my iphone is easy. Great product, would recommend.

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    Reviewed Jan. 14, 2021

    It's a simple system that was easy to install. A camera is included and works the same way as other systems that have visuals. It was fairly inexpensive. The representative who answered our call when we had an issue was professional and friendly.

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    Reviewed Jan. 14, 2021

    I have had several other home security systems for which these companies increase their prices every year. Something I could not afford anymore. This system is great. If there is any problem with the security system they call me or send an email. I appreciate that and it doesn't cost an arm and a leg to feel safe in your own home.

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    Reviewed Jan. 13, 2021

    I have not bought anything yet but I am going to but just right now I do not have the funds at moment. I have looked at a lot of products and I found out that SimpliSafe would be the better bargain for my family.

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    Reviewed Jan. 13, 2021

    System is really Easy to install and use. It Comes totally packaged for use. A real helpdesk walks you through the installation if you have a problem. Technicians are Available at all hours. In comparison to pricey systems, it's a winner!

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    Reviewed Jan. 12, 2021

    Incredible easy to install and very intuitive and organic in function. We returned the motion detectors, since believe the cameras, glass break sensors and door alarms are plenty. Love to hear the “ding” every time a door is opened.

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    Reviewed Jan. 11, 2021

    I bought a whole Simplisafe system with multiple sensor and alarms about three years ago. I've had my house monitored for $15 a month and the service was great. $15 monitoring is half the cost of all the other alarm monitoring services cost. Recently, Simplisafe contacted me and offered a free upgrade to their newest alarm system. They shipped me all of the newest components of my system and asked me to ship them my old system. So, after I installed the new system, I shipped them my old system. I am very happy with Simplisafe. I would highly recommend.

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    Reviewed Jan. 10, 2021

    We like the system as it is easy to use, but the alarm isn’t as loud as we would like. One time we set it off accidentally and we did not receive a call from headquarters. So the price is great, the equipment is easy to install and if it were a little beefier it would get a 5.

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    Reviewed Jan. 9, 2021

    It isn't as easy as they claim to hook things up. Once you do get everything hooked up, then the components don't stay connected to each other and it drops the internet connection even it if is right by the modem.

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    Reviewed Jan. 8, 2021

    System is easy to install and operate. Service and system components are reliable. Could take a lot of abuse. Price is very affordable. This is why I am using it for 7 years. Used in 2 houses, in 2 states. New version of this system even better.

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    Reviewed Jan. 8, 2021

    My husband installed this and it took him a few hours to do our townhouse. We are happy with the way it works, it is quiet enough when it goes on and doesn't have an annoying chime, when opening the door.

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    Reviewed Jan. 7, 2021

    Bought a system and had it delivered, setup was easy enough and it worked for a little more than a day before the keypad and base unit failed. Spent hours and many phone calls to troubleshoot it and they agreed to send out a new unit. Same deal with the new unit, worked for several days and I had confidence it was resolved until it stopped working, yet failed to inform me it wasn't working. It was only after arming and coming back in and exiting without disarming that I realized the system wasn't alarming as it should. The final call was to SimpliSafe today to tell them to cancel the service that never worked, they refunded me $75 of my monitoring fees but I'm stuck with $300 with of SimpliSafe equipment that to be honest is SimpliGarbage. No refunds of equipment are available, seems like a bit of a scam. I would probably stay away from them and go with a more traditional, established alarm company in the future.

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    Reviewed Jan. 7, 2021

    The system is easy to set up and use. There are many ways alarms can be configured to adapt to each household’s needs. I particularly appreciate getting text messages that let me see who has come to my front door via the doorbell camera.

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    Reviewed Jan. 7, 2021

    The system is very easy to install and gives you total and complete control of every aspect of the alarm system. For example, when the alarm is set on you can allow 30 or 45 seconds to put in the code for a door opening but have it go off instantly for a window or door that you don't normally use. You can have motion sensors active to alert you even when the alarm is off to be notified if someone enters your bedroom while you are away. It is all controlled with a smart phone and can be armed/disarmed remotely and cameras viewed as well. It is a very good system and the cost is very low with NO long term contracts. The ONLY setback is that you need to buy all the equipment upfront and it can cost between $300 and $500 depending on what all you desire.

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    Verified purchase

    Reviewed Jan. 6, 2021

    I was very displeased to find out that unless you purchase their company monitoring, the customer has no control or access to the system they bought when you are outside of the home. I have a camera with my system and I cannot view when someone activates it from the phone app. I cannot even use the phone app if I am not paying for the monitoring. This makes it a complete RIPOFF. Sure, if you are home and set the alarm for HOME you'll hear if someone opens and enters your home. When AWAY an alarm will sound if someone enters the home and doesn't input the code, but you cannot get notified in your app because the exact same system doesn't broadcast to the app UNLESS YOU PAY FOR MONITORING. VERY DISSATISFIED.

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    Reviewed Jan. 6, 2021

    I was bombarded with emails every day - every single day - about buying SimpliSafe. So, we bought a package with 3 cameras which we did not realize were indoor only, a carbon monoxide detector, and front door alarm, all for about $500. Had my brother install it, since he loves tech stuff and gadgets, and the cameras are okay. If I am home, the app on my phone constantly goes off, alerting me that there is activity in the rooms where the cameras are set up. But when I left for vacation, out of 4 days, I got notified once of activity - I have 2 cats that set off the cameras frequently and my parents came over to check on them while we were gone, and the cameras picked up nothing. So for alerts, the cameras are useless, except to check in with them to see live video of your house I guess.

    Second, my brother never could get the carbon monoxide detector to work properly, so that's been useless as well. The front door alarm we don't even activate, because even in "home" mode, it's pretty touchy and goes off. Lastly, I've contacted customer support about all of these issues, as well as an inquiry about what to do if a cable breaks off the camera if it can be replaced, and I have heard NOTHING from them. Amazing how they hounded me every day, and then after I purchased from them, they do not answer my questions, even though they always promise to get back to me within a couple days. I haven't had anyone check in with me since I bought the equipment more than 6 months ago, or in response to my questions using their own website. And I always check my spam folder before emptying it, so that's no excuse either. I am so disappointed and disgusted, and it was a waste of money.

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    Reviewed Jan. 6, 2021

    The wireless Simplisafe system is easy to install, reliable, versatile, and very competitively priced. My wife has never felt safer. The only caveat is the adhesive mounting pads, which are unreliable in my experience. I recommend using their mounting screw option.

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    Reviewed Jan. 6, 2021

    Went with 2 entrances for pads, sensors on all doors, one would not always work properly so replaced, movement sensors even though my dogs are small. Had to turn sensors upside down panic button and base station. Setting base station up for wireless had to have replaced as couldn’t find cell signal so set up for other cell signal. Since then no problems. Took less than 30 minutes to set up.

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    Reviewed Dec. 5, 2020

    Updated on 05/10/2021: There is no resolution, just got off the phone with them and they say they support LG phones from 3 up and that is a lie. They removed the older apps for the cell phone on the doorbell so can't use on the 3 LG. You have to have the newest version of the LG so the doorbell app works unless your phone still has the OLD app on it and they told me to delete it and go get the new one. And yes and the app had been working yesterday until it had an issue yesterday and the rep told me to delete it and go reup it off Play Store. And when he had me do that the new app would NOT WORK on my phone anymore because they removed that app when they upgraded the Simplisafe app for the doorbell to the newer phones after he had told me the doorbell works on all LG phones back to the 3 thru 7.

    But he (the so called tech) didn't know that the older phones don't work with the latest upgrade they have and they removed the older apps when they upgrade things there so after telling me to remove it I now cannot use the app on my cell phone for the doorbell. Said, "Sorry, you'll have to get a newer phone." What is wrong with these people that they don't know what they are doing when they are called for help? Just go buy new even when they say the phone you have does work with the system? But OH NO we had you remove the app you did have that would work but sorry we don't have that app anymore for the phone we told you does work with the phone you do have.

    Original Review: I have had SimpliSafe alarm system for years and love it, but I purchased the Door Bell last year and had nothing but problems with it. They have sent me 3 replacements, I had my internet provider here and they said NOT them after checking my system and I have been on the phone with the tech dept for hours and NOTHING they have done or said fixes this problem.

    It will announce that there is motion at the front door but when I go to the app on my phone it won't open the front door to see, but always opens the camera in the house even when miles away, but I can beat on the app for the front door, then I will open the other camera then try to open the door bell camera but sometimes it will open after I open the in house camera 1st but most the time it never will open that camera anytime, but it always tells me there is motion at the front door??? All the Techs I have talked to on the phone (though all very nice) after hrs tell me they will call me back after they check things out for an answer, but they NEVER-NOT 1 of them have ever called me back so NOTHING EVER HAS GOTTEN FIXED for over a year??? BEWARE if you buy The Door Bell from them.

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    Reviewed Nov. 29, 2020

    The worst experience. My alarm went off early in the morning (their sensor fell off the window and triggered the alarm). They called me and as I was home and knew that there wasn’t a problem, told them not to send dispatch. An hour and a half later, the police showed up. I got a bill for $235 which I now have to pay. They refuse to accept any responsibility.

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    Reviewed Nov. 24, 2020

    Our family used $14.99 for few years and SimpliSafe has commercial on every place for this price now but increased few bucks without any notice recently! I called the bill department and said FL started to charge a fee for this, so added that on our bill. I asked this bill department person to send me the FL fee document to me and she hold me there. I need to work so I asked her to send that document to my email but nothing was send to my email after few weeks by far. They should take off the fake commercial of $14.99 if they tried to add fee or unclear fee on customers!

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    Reviewed Nov. 23, 2020

    I originally was very excited about SimpliSafe. My base station, keypad, sensors, and interior camera were working great originally. However, problems started once I installed a Video Doorbell. The first doorbell that I received was defective, but once I reached out to customer service they were great about getting me a replacement immediately. I installed the new doorbell camera, and the issues got worse. The camera is working great, but ever since installing the new camera my app and online account do not work properly.

    I have spoken to 3 different customer service representatives verbally, all of which who had no clue what the issue was and gave false promises to get me off the phone. I also exchanged multiple emails with tech support, each response was given by a different person who wanted me to repeat the same troubleshooting process that I had already tried. At this point I am so disgusted with this company that I just want a full refund of all of my equipment so that I can go to their competitor. I have given SimpliSafe more than enough opportunities to make this right, but instead I just keep getting lied to with absolutely zero resolution or improvement. SimpliSafe needs to re-train their customer service agents and fix the issues with their products - this is absolutely unacceptable. I paid for a security system, yet I received the exact opposite of "security" and "peace of mind".

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    Reviewed Nov. 20, 2020

    After 2 hours to install/4 LONG talks with the Customer Service Reps (one was over 93 minutes and nothing was resolved because the Rep did not know what she was doing) / being double/over charged.. I now have been disarmed (not me) AND Simpli wants me to call again! Lots of "lip" service. Don't waste your money!

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    Reviewed Nov. 5, 2020

    Seem to be having many issues since we were required by SimpliSafe to install the new card in the base station. My doorbell and interior camera drops several times and video playback from doorbell not available. Keeps saying no WiFi connection although all my other devices are connected with strong signal. Last 2 weeks camera keeps clicking. Base station is 10 feet from my router, indoor camera 15 feet from base station and doorbell 35 feet from base station.

    The concerning issue most of all is customer support. I called last week to be put on hold 40 minutes before hanging up. I sent email to support with no response but I did get email asking me to review the support I received???. Today I called and actually spoke with rep who was not very familiar with system constantly putting Me on hold to get technical answers. After having me reset the doorbell 2X I was told if problem continues call back in a few days and they will send a new doorbell camera. They stated they are aware of known issues whatever that means. Not very confident in system. I work nights and family does not feel very secure.

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    Reviewed Nov. 5, 2020

    When I called them to notify them of the extra charges, they denied the charges. I insisted and they asked me to cancel them with my bank. My bank did cancel them only to charge again when the company refused to credit my money. After several calls to the company, they refused to talk to me. I send them my bank’s certified summary of the charges. To this date I have not received a call or a letter addressing this issue. I don’t have any complaints regarding their service in the 6-7 years I had it.

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    Reviewed Oct. 23, 2020

    Sorry customer service after they get your credit card number and bill you. Slow shipping and saying that it will be at least 45 days or more before they will refund my money. SCAM SCAM. BEWARE. Not a honest company to deal with.

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    Reviewed Oct. 15, 2020

    Quick story/history: we (mostly for her) bought a new-to-us house in a different ("okay") part of town. I primarily live and work 150 miles away from this property for about 1/2 of each week. Prior to moving in, my GF insisted on having the place heavily worked over, new paint, carpets, etc. Her father came in and despite my objection, hired people without a background or pedigree to work on the place (CL...). Me: "The money and time you save is not worth what they could eventually steal from you... they're going to know that you're living there alone and come back when you're not there..."

    I was mostly ignored, typical. Anyway, during the job, one of them stole 500$ out of her backpack; and, subsequently, I never once left my tools in the open while the job was being worked. Then, after the job was complete, I sort of let my guard down and left tools there overnight on occasion and the place was locked up but without curtains. This is not to say the previous crew did it but about a week later: wham, we got burglarized, 2k$ in tools gone. Insurance company is being a pain in the butt about it too, but fortunately, I have receipts AND serials for a lot of them.

    Me, boiling over in anger, and essentially blaming my GF for this: "you should have moved in immediately! They'll be back repeatedly until you move in!" I still haven't left any equipment of mine in the place since. Anyway, the GF convinced me that she'd put in a Simplisafe and prevent future break-ins, having "successfully" used it on our previous house. Working with Simplisafe, she installed and tested it. Not less than another week later, the property was burglarized again! This time they broke a window by prying it open to get in despite not being able to see inside. Ballsy. If she or I had been home, someone might have ended up dead.

    Fortunately, despite having basically turned over what was in the place, they stole nothing of significant value and left several sets of finger prints. Maybe when ABQ police get to analyzing the prints, we might be able to catch the perp? The ultimate kicker? Where they came in was armed with Simplisafe and the system never even went off. After some further investigation by my GF, there appeared to be a glitch which was preventing cellular communication with the base station (ironically one of the few items they stole which Simplisafe replaced via overnight).

    Now, for the finale! Since the second burglary 2 weeks ago, we have had 2 alarms as reported by Simplisafe. Based off of our examination of the scene (ie no evidence of entry) and the location of the alarms, they were false alarms. In the first alarm, despite having been programmed to do so, the sirens in the house and outside did not activate (the neighbors said they heard nothing until they saw the police). In the latest false alarm, the webcam was conveniently "down" and Simplisafe monitoring could do nothing about it and instead asked "Would you like us to dispatch police? You have 30 seconds". Despite the extended hours on hold with technical support, they cannot figure out what is wrong. I think all-told, my GF has spend dozens of hours troubleshooting the system with Simplisafe, essentially to no avail. The system and service is garbage and unreliable.

    My girlfriend is so distraught and terrified of our new home that she is essentially saying she doesn't want to live there anymore. We will be completely returning Simplisafe for a refund (they're lucky I don't sue them for the damage to my window), going with ADT in the interim until I can find time to turn the place essentially into a compound with motion sensing outdoor cameras and lights... something Simplisafe doesn't even offer and for much cheaper. This company is garbage. Get your services elsewhere.

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    Reviewed Sept. 27, 2020

    I purchased the SimpliSafe Original Security System in April 2017. I was very happy with SimpliSafe's customer service, low monitoring pricing and no contract. However in late August 2020 I started getting the message on my keypad that there was "No link to Dispatcher". When looking at my SimpliSafe service online it showed that most of my devices were malfunctioning or offline. Like many I have spent several hours on the phone with SimpliSafe's Technical service. The bottomline is that SimpliSafe has upgraded their system and did not make the system backward compatible to the Original system.

    I was told that I would be receiving a sims card to install so that my Original base station would once again be able to communicate with dispatch. I did not receive the sims card. On the first follow-up call I made to SimpliSafe I was informed that the sims card order was placed as a return and not an order. The customer service person told me they had corrected the error and I should be receiving the sims card in a few days. On another follow-up call I was advised that I have not received the sim card yet because of the fires in California- I don't know if SimpliSafe ships from California.

    After many phone calls to SimpliSafe I was told that the sims card was no longer in stock and they would have to send me a new security system. I actually received the replacement system from SimpliSafe but the keypad does not work. Since the keypad is the communication to the base station and devices I basically have a non-functional system. I am supposed to get a new keypad this Monday. I sincerely hope that the new keypad will be the last issue I have with SimpliSafe for now. As I have noted, I was happy with SimpliSafe's service but I believe that SimpliSafe's customer service and product quality has not been expanded at the same rate as SimpliSafe's market growth (you can purchase SimpliSafe at Sam's Club and Amazon, etc). If I cannot get my issues with SimpliSafe resolved in the next week I will need change to another security service.

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    Reviewed Sept. 8, 2020

    I just experienced my second base station failure on 8/24 and have received three different promises that a unit is shipping from 3 cust service reps. I have requested a supervisor call back and nothing for 5 days. I have told them I am going to another firm if they cannot replace my system with a working unit but all they do is transfer me around to different techs and reps. Never a conversation with a supervisor! Stay away from this company. I wonder if they are long for this world as a company!

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    Reviewed Sept. 7, 2020

    1. Product took over 3 weeks to arrive (during summer no winter storm issues).
    2. Lack of follow up on customer service. So fed up just returned the product without even opening it.

    3. Returned 3 weeks ago and customer service wants me to wait another 2 weeks for them to process order.

    Frustrating that after giving them many tries to resolve the issues they just aren't technological there as a company with the infrastructure to service. How are they able to service me if I have a security issue if it's like this already and I haven't even used the system? Tried Ring while I was waiting for Simplisafe and it was so much easier to install, to receive, and service app is great. Like all the other recent reviews, I resonate with their experiences.

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    Reviewed Sept. 5, 2020

    On August 30th my base station continually was alarming and disarming itself all of a sudden and wouldn’t stop. I called technical support and after some time they concluded that the base station was bad. They said they would overnight me a new base station as well as a new keypad as they no longer offer the black option. The tech person said that I might not get it until Tuesday as it was later in the day on Sunday, I said OK, and we made sure just in case we would be home until Tuesday September 1st. Nothing ever came. Called back Tuesday August 31st. Spoke with tech support a lady named Andy, she said, "We are very sorry," and, "this will be sent out overnight," and I should have it the next day.

    The next day September 1st nothing came and later that afternoon I spoke with tech support and asked for a supervisor, Got Kayla **. She was also very sorry and said I would have my replacement order the next day quote “Based on the tracking info for your package, it should be scheduled for delivery on Thursday 9/3/2020 USPS tracking number: **" end quote. Now keep in mind I had another tracking number. The next day that order never came and so on September 3rd I called tech support again and spoke with Scott N, ext**. On this day with Scott he was also sorry and said I would have it the next day- this is the email headline I received Replacement Invoice (from Scott N. on September 3rd, 2020), with installation instructions but no delivery date.

    The next day nothing came, once again. I gave it another day, no delivery. So on September 5th, which is the day I’m writing this, I called again. I chose the prompt for tech support and after a considerable wait a lady named Jennifer pick up, I explained my reason for the call, she wasn’t there anymore and I was still speaking, the line was still connected, imagine that. So I called once again, customer service this time, waited again and then I spoke with Ruana. I will tell you this is the only lady that made no promises, but she did tell me some interesting information.

    She said prior to any order going out, no exceptions, a 12-24 hour review is required. So what does that mean, no one can overnight anything and they all mislead me, great employees. Anyway, Ruana said that a tracking number was made, she gave it to me, and it was USPS, not FedEx as all the rest were telling me it was being shipped. I will update this as soon as I receive my equipment.

    So in summary, I have dealt with representatives of SimpliSafe that either provided misleading information, or don’t know the procedure of the company they work for. I have now been without an alarm for seven days, inexcusable. I have stayed home for three days this past week waiting for deliveries that were never going to come. I have three emails from the different dates assuring me I would receive a replacement unit. The purpose of have an alarm system is to alert you if there is a break in or breach of your property. I completely understand this is a company that is internet based, no brick and mortar, and so if there are problems with the equipment you cannot walk in somewhere and exchange it. But once your home is defenseless, and they have troubleshooted the problem, they should overnight you a replacement so that you are not left venerable.

    I don’t know if this company just doesn’t care anymore about its customers, just selling stuff and signing them onto a monitoring service or what. Since this is possibly a situation that could leave you defenseless for a week or more, I would send in complaints and post your situations so others can make a choice based on this kind of misleading responses made by the employees of this company and may jeopardize your security and comfort. My email is ** in case anyone would like to contact me, thank you for reading this.

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    Reviewed Sept. 5, 2020

    Purchased a SimpliSafe system, for my son & wife. It never showed, even though they sent an email saying it shipped. Called SimpliSafe and advised it was not received. They responded saying they didn't have one of the items so cancelled the order (no one called or emailed to advised they did so) and also said my cc was credited. So, reordered the entire system with same components. When they tallied the price it was slightly less but they chalked that up to an item being "on sale." They did ship that order and it was received.

    Then I checked my cc statement and there were two charges and no credits. I called SimpliSafe and they said they would issue a credit. That never happened, so I finally disputed with my cc company but they said since it was past 6 months it was "too old," to dispute, so I contacted SimpliSafe again via phone and follow up emails. They said last month, they would send a check to me and that hasn't been received yet either. I sent them a 10th email--no response! This kind of customer service doesn't sell products, nor does it inspire people to write good reviews.

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    Verified purchase

    Reviewed Aug. 28, 2020

    I bought two of these systems. Due to covid I wasn't able to get them installed within the return period. Once I was able to get them installed the camera will never work. Why pay $15/month for monitoring for a system where the camera doesn't work. I spent 5 days with their tech support only to find out that the app to download the QR code doesn't work on iPhone. Tech support is terrible. Hours waiting on hold. They don't know how to fix the problem and have you repeating stupid steps that don't work. @ $7/hour they owe me $5000.00. You can get much better systems that actually work for cheaper and the monthly monitoring charge is cheaper.

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    Reviewed Aug. 28, 2020

    We've had Simplisafe for about a month now. We have an outdoor camera that we set to high sensitivity and it picks up everything. The street we live on is a tad busy so it goes off pretty often. My husband parks his truck on the street in front of the camera. The whole reason we even got this camera was to catch anyone messing with his truck. Last night, the camera goes off at 2:35am because a car drove by. The camera goes off again at 2:50am because another car drove by, but this time, his truck is gone! Someone managed to steal his truck and be completely undetected by the camera in that timeframe. Thanks for nothing Simplisafe. Thanks for not working when we needed you most.

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    Reviewed Aug. 20, 2020

    DO NOT BUY THIS SYSTEM!!!! This is by far one of the worst products I have ever purchased in my entire adult life. With some technical assistance, I got everything set up. Then it was all downhill from there. I started having false alarms go off, REPEATEDLY. My base stand went on the blink. I spent quite a while on the phone with a tech trying to remove the bottom to reset it because apparently it was malfunctioning. Finally, after having no success, they agreed to replace it with a new one. The new one arrived. I had a tech help me set it up over the phone because I couldn’t get the old one to stop going off and triggering the alarm. It wouldn’t disconnect. So now I had 2 base stands trying to talk to the system and the old one was causing the alarm to go off. At this point, I am so paranoid about the system going off that I started leaving it off when I left home. Finally got it resolved only to find out the camera wasn’t working.

    I demanded they send a tech out when the new camera arrives to be sure there is no more faulty equipment and I will stop getting false alarms. They agree to give me free monitoring to offset the cost. Guy comes out and makes sure that everything is functioning right. Then he wants to know why my motion sensor is upside down. I tell him because my dog (who weighs 18lbs and should therefore not be setting off the alarm) was setting off the alarm. I explain that Simplisafe told me to set it upside down to stop this from happening. He said, “That’s crazy. Now you are only monitoring the ceiling. It will not do you no good that way.” So, I moved it up higher and turned it right side up. Then he says, “Your glass break sensor should be right next to the window to detect the sound, why is across the room from the window?” I explain that this is how the instructions say to set it up. Again, he tells me, “That is all wrong, it won’t work that way.”

    He explains to me that he does this for a living, has worked with many systems, and that what they have been telling me is all wrong. Seriously?? Finally, everything is set up. Then, about 3 weeks later, I open my front door to step outside. I forgot about the alarm and it was triggered. Within 2 seconds, I enter my code to turn it off. Nothing happens. Alarm is still going off. I enter again. Nothing. Then an error message pops up saying I have to move the pad closer to the base station. Being careful to only touch the side, (the panic button is on top) I walk over to the base stand and stop the alarm, finally! I return the pad to its holder, again careful not to touch the top. About 10 minutes later my front door opens and police are entering my home because, according to them, I entered my intruder code to turn off the alarm. THIS ABSOLUTELY DID NOT HAPPEN!!!

    I know the difference between the duress code and the regular one I use every day. I had no clue who was coming into my home. These police had their hands on their weapons ready to draw!!! I pack up the system and tell simplisafe I want a full refund and I no longer want the shoddy system. I ask for a supervisor who tells me, “You hit the panic button on top so this is on you.” Verbatim, that is what he said. Good grief. Really?? So, having had enough, I give him a colorful curse word and say, “send me the label to return it,” and I hang up. This company is inept, their supervisors don’t give a rat’s patoot about good customer service, and their product is shoddy. Take your business elsewhere!

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    Verified purchase

    Reviewed Aug. 4, 2020

    I ordered a SimpliSafe system because of the assurance of available tech to install in rural location. This is an untrue statement. Their "partner" Hello Tech has no one. All of system will be returned. Suggest verifying tech availability prior to ordering in. You can't do it yourself,

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    Reviewed July 11, 2020

    When I bought Simplisafe, I was happy enough and it worked. Then the camera stopped working. I called and they sent me a replacement camera. That did not work out of the box. I called and they sent me another replacement camera. That did not work out of the box. Each time I called to speak with Technical support and the agent can only send me another camera. I couldn’t get a supervisor. When promised and I cancelled a meeting to make the appointment, they never called. The next day another agent called me and said they could only send me another camera. They have horrible customer service and do not care about your experience. If it works, no problems but I would not recommend SimpliSafe.

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    Reviewed June 24, 2020

    I never thought I’d get robbed by a home security company... It’s been weeks since I returned my order and I’ve yet to receive a refund. I decided to return the product after reading a number of critical reviews on their cameras. I put their return label on the unopened box and sent it back to them. After multiple attempts to contact customer support to get an ETA on the refund, they finally wrote back with an evasive answer. I ended up needing to get American Express involved... I’d advise anyone looking at SimpliSafe to reconsider.

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    Reviewed June 24, 2020

    I purchased the essentials kit and never received a confirmation email or any information. After my purchase I was prompted to set up an account with email and login on the website, but when I tried to login to see the status of my order it doesn't recognize my email. It says it has to send a confirmation email, but when I get the email it disappears before I can open it to confirm my email. So I'm $300 down with absolutely nothing to show for it. Customer service puts you on hold with no answer. Tomorrow I will dispute the charge with my bank to at least get my money back.

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    Reviewed June 23, 2020

    I contacted them about how to set the system to stop the flashing light and also to be able to use it without monitoring. If you are looking after someone with dementia or Alzheimer's you know that the person may open the door and set alarm off. I never received an answer. It's like when they found out I didn't want the monitoring, they just didn't bother to help me. I have since seen other reviews complaining about the lack of customer service - wish we had seen them before.

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    Reviewed June 18, 2020

    Unfortunately, I have not experience the product. But the customer service is horrible. I am a new customer. I have ordered everything online totalling $800.00. I called in asking about when my product was supposed to arrive. I found out that my purchase is under fraudulent review. They cannot figure out why the billing address was different from the shipping address. I tried to explain to them that I live in a rural area and that the United Post office do not deliver to the house. So all mail goes to the P.O. Box. He did not seem to understand that. He said that they are going to cancel my order in 48 hours. But then why did they already took $800 out of my bank account?

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    Verified purchase

    Reviewed June 17, 2020

    I bought two systems about 2 years ago. I flip houses for a living and put these in the homes when we install the new appliances. I have not been able in the past 10 months to get my systems to work properly and connect to the monitoring service.

    When I called tech support, finally after an hour of trying all kinds of resets, they told my they would upgrade the sim cards for the base stations. I got the new sim cards, but then couldn't connect to the keypad. Called tech support again and learned I had to reset the the base station and keypad. There were NO instructions with the sim cards, nothing explaining you had to reset the keypad.

    After resetting the keypad I still couldn't activate the system because one of the door sensors wouldn't re-connect to the keypad. I replaced the battery in the sensor but still couldn't connect. Faced with another hour on the phone with tech support, I decided to remove the system. When I called to cancel the monitoring service (which was never really activated because the system would not communicate with the service), I was put on hold for 15 minutes before a rep picked up. Then that rep transferred me to the "Customer Retention Dept" and I got put on hold again!

    What is there to retain when I tell them I have sold the property and don't need security?? You can set up new service on their website but you cannot cancel without calling in. When I first set up the systems two years ago at other properties I had similar problems - mainly the base station couldn't connect to the monitoring service due to poor cell signal strength. I am in downtown Jacksonville, Florida. My cell phone had great signals, but the base stations, using the same cell carrier, had poor signals. I have given up with Simplisafe. Too many technical problems and long hold and talk times when calling customer service. I will find another DIY system.

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    Reviewed June 9, 2020

    This is the worst customer service I’ve ever experienced. DO NOT WASTE YOUR MONEY ON THESE CLOWNS. They will not help you and they will not call you back. Go anywhere but SimpliSafe. You have been warned!

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    Verified purchase

    Reviewed May 26, 2020

    Been calling their customer service for refund since I returned the system within 60 days of purchase. This is month 3 since I asked for refund and they keep delaying and giving random excuses. Called April 29 and they said that they will send a refund check and was told it will arrive May 18. It is May 26 today and called to ask where my refund was and their reply was "Oh it was never sent, we will send it today." THIS IS THE THIRD CALL WITH THE SAME EXCUSE. Unacceptable, do NOT buy from this joke of a company ever.

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    Reviewed May 14, 2020

    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 they 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!

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    Reviewed May 5, 2020

    Company is total jerks to deal with. Have plan with them. They cannot get entire system to work. They have replaced one of my cameras 3 times and it still does not work. This is a web based system and if cameras do not stay connected to internet how confident should we be that any of the system is connected. This leads to the question of how safe are you. The best they could offer today was to cancel monitoring. That is great after you have bought their inferior equipment.

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    Reviewed May 5, 2020

    Please note there was a delay in posting this report due to my health and the CoronaVirus. We are very disappointed with the lack of response from SimpliSafe following an electrical problem which almost resulted in a house fire on February 14th, 2020. We set up the self-installed system and activated it on Feb 5, 2020. This includes plugging in a base station to a power socket. This socket has been in continual use for over 3 years without any problems.

    On the evening of Feb 14, we noticed a strong plastic smell. We saw smoke coming from the outlet and turned off the power. We immediately phoned SimpliSafe to inform them that part of the power cord had melted, as had the electrical socket. Photographs of this are available for the BBB if requested. SimpliSafe asked us to take photos and email them to a specific person, which we did that evening. We were told that somebody would be calling us within two (2) days. We have never received a call. SimpliSafe did send a free replacement power cord, which we are using. We were told the situation would be escalated to the right people and we would be contacted. No such person(s) has ever bothered to contact us.

    Our main concerns were two-fold. A/ Was there a fault in our home’s electrical system? B/ If the power cord was faulty, this meant that other SimpliSafe users could experience the same issues as us. This we made very clear to their customer representative on February 14th. We hired an electrician to check the outlet, he said it was very difficult to ascertain the fault, as both the power cord and power socket were so badly damaged, as the photos show. He checked the gauges of the electric wires and installed a new GFCI socket. He said it was strange that the problem arose after we started using the SimpliSafe system, as we had used this socket for 3 years continually with no issues. We sent the photos to our City Fire Marshal who has confirmed there was too much damage to decide the cause.

    After emailing Simplisafe on Feb 17th, to ask why nobody had been in contact, we received an email which stated: At Simplisafe, customer safety is our number one concern. We have experienced a longer than normal wait time for customers calling and emailing in due to the overwhelming response to promotions that we have been offering. As the backlog is taking some time to work through we appreciate your patience as we diligently respond to each customer to the best of our ability. Thank you for bearing with us during this time!

    It is disappointing that SimpliSafe put selling their product in front of a potential fire issue. For something as serious as this, SimpliSafe should at the very least have done what they said they would, and called us. If not a call, an email to discuss the situation would have been in order. This is abysmal customer service, we suggest potential customers take this in to account when deciding whether to order a SimpliSafe system.

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    Reviewed May 1, 2020

    After ordering a security system for our home and because of difficulty in using it due to our age and number of people living with us we decided to return it. We have 3 daughters ranging from ages 42 to 51 and a 26 year old grandson. With all the traffic and late night comings and goings it was just not going to work for us. Simplisafe assured us that if we need to we could return it for a full refund. When the box came we didn't take anything out of it. We only opened it. After contacting Simplisafe they sent a return sticker. We taped it closed and mailed it as per instructions. The tracking receipt shows sent 2/20/2020 at 1:11 p.m. Tracking also shows they received it 3/3/2020.

    We were told that the refund would be mailed within 15 days after their receiving department was able to check contents to make sure everything was there. After about 20 days we called to check on our refund and was told that it actually takes 30 days and that we had been misinformed. After 30 days we called again and was told they couldn't find anything and was asked for an email address to located our order which didn't help, they could located the return or the order. I located the order number and finally they said they could see it had been returned but they were still waiting for confirmation everything was there.

    We called back 3 more times and each time was told that they finally got our check sent and that we should be getting it in a few days. It is now May 1st and no refund. We don't understand why they have people answering the phone who don't know what they are doing or talking about. They are very interested in taking your order but that is where it ends. It doesn't appear that you can count on Simplisafe when things get difficult like they claim.

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    Reviewed April 27, 2020

    I've had a SimpliSafe system for almost a year now, but haven't actually used it for about 8 months. I had a family member come over to check on my dog and they forgot the security code. The alarm went off but I don't get a single call or message to see if this was an accident or if everything was alright. So of course the police show up to investigate. False alarm calls are fineable where I live. I reached out to SimpliSafe asking why I wasn't called or alerted and they had no answer. I am now trying to cancel my services with them and cannot connect with a person to do so. So I emailed trying to get some help. After 4 emails I've had 2 calls scheduled which never happened. There is no point in paying for a flimsy service that you won't even be able to utilize.

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    Reviewed April 14, 2020

    Two issues: disconnect between customer service and mobile app developers, and poor customer service from customer retention. If you have an issue with the mobile app, there is no way to resolve it beyond restarting and resetting the device. My app could not communicate with the base station, and customer service could not help me. All they offered me was to "sit tight" and wait until the issue resolved itself (which it did not). Attempting to contact the app developers through the app store is also impossible as all your issues are still forwarded to the customer service department. What's worse is that they charge almost $30/month to have access to the app.