SimpliSafe Home Security System

So disappointed in the customer service we have received from this company. Don't believe the reviews about "best home system." We just spent a lot of money to buy a large system for our large home. So far, two of the peripheral devices have failed. One was replaced, the other has not yet been replaced, despite several promises. The alarm monitoring side is responsive, but the tech support, customer service people are not. I cannot understand many of them. They do not follow through. We have spent way too much money and time trying to get this system to work.

We live in the State of Washington. We called Simplisafe on May 31st and spoke with a sales person name Claudia. She was quite personable. I explained to her that we were having a problem with a Peeping Tom and was interested in setting up an alarm system, in particular on the inside of our bedroom window to capture this behavior and seek legal recourse.

She said no problem and that she could provide door/window sensors, key pad and would recommend that the outdoor camera that they sold could be used on the inside of our bedroom window. She immediately emailed us an estimate and said she would call back later today if there were anymore question after we viewed the estimate. She never called us back.

We called Simplisafe the next day, requesting to continue business with Claudia and got the complete run around, including being connected to reps from 2 different States. So, we were not happy with this and decided to call a few other companies that do home security set-up. We must have spoke to about 4 different companies and the only company that was truthful was Backstreet Surveillance.

They educated us about cameras placed inside of a window and the problem with clarity of the picture/person you are trying to capture. This was the best info we learned about setting up security cameras, areas of placement and camera distances. We cancelled our order with Simplisafe!

Simplisafe customer service just spent 20 minutes on the phone with me to reboot our system and talk me through installing the video doorbell. The tech gave me clear instructions and was extremely patient while I fumbled through them. Honestly one of the best customer service experiences I've ever had. Note: My video doorbell didn't connect until after we updated our Wifi range.

Tech support inefficient. They cannot process their orders properly. They are too cheap to send an order in a timely manner. Plus they have increased their monthly monitoring prices. I believe this company is only interested in profits!

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

I purchased a Simplisafe home security system. I've had it sitting on my table ready for the installation. The installation was supposed to happen on 11/29/2021. I received three different emails stating that the people doing the installation were behind and rescheduled multiple times in one day after I took the day out of work to attend to this.

My mom had to cancel her doctors appointment to facilitate the installation that never occurred as planed over a month in advance. Simplisafe was more than willing too take the money BUT never showed up to do the installation. All Simplisafe did was create extreme aggravation for this homeowner who still has no installation or promise of one. GO SOMEWHERE ELSE!

Ordered Simplisafe for Next Business day delivery. 2 days after didn't get tracking number. Online account won't allow a way to check on order. Called in customer service - they searched and found that system was now ready to ship - but they had no tracking number, nor could they provide me time line. Asked them about Next Business Day delivery - they said whenever package is ready they will ship with FexEx Next business Day delivery.

Not that they promise to get me the product in one day. If I asked for refund for Next Business day charge ($50!) - they will hold the shipping for later day. Asked for cancellation of the order. Overall terrible experience. But on positive side - I am avoiding using a terrible service.

My son in law bought a home security system. He died suddenly. I tried to return the system, but this company is sooo big, they would not take it back and had little sympathy for our devastating situation. DO NOT BUY ANYTHING FROM THIS COMPANY! Most of their reviews are one star. I can see why. Obviously, the company doesn't care. I will be posting this on all my social media!

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

Pleased until l tried cameras. Bought 3 returned 3. Customer service non existent. Hours on telephone. Absolutely no help. On top of that they put my credit cards in their fraud department because of their missed placed entering of numbers. They admitted this and I still have pending charges for months now. Banks in bed. They won't until posted. It's B.S. Stay away from this incompetent company. They don't even deserve a second chance and won't get one from me. R.S.Jameson.

This system has not worked reliably. In the past week or so, I have spent 7-8 HOURS on the phone with tech support. Each time when I called back, U been told that the prior advice given from support was wrong! They've sent a replacement base station. That took about an hour plus to install and didn't fix the problem (as promised). However, the previously working outdoor camera would not install with the new base station.

They said they would send a replacement camera after Easter over and hour trying to get the initial camera to reinstall. It was due Sunday they assured me -- confirmed by FedEx. It is Tuesday, and I have no camera, AND the original problem is back. This product is unreliable. Unreliable security system? Unacceptable. The support staff keeps saying their peers gave me bad advice. 7-8 hours wasted with support and no improvement.

I ordered four time before their review department would process my order the third time they return my money I didn't not get it all back they told me it could take up to 60 days. But only took 30 seconds for my card to be charged. Today while setting up the equipment I paid for there was a problem hooking up my outdoor cameras. I got the first one hooked up.

After that nothing would communicate with base station. Then I spent the hour troubleshooting their problems while on the phone with them. So they said they are going to send me a new base. I got the return label emailed to me for the old base but no tracking number for replacement. I think they should change they name to Simply Shit

Zero stars needs to be an option! I have used multiple security cameras. Even used indoors for outdoors protected from elements and had much better result. The main issue with Simplisafe is the outright lies they tell. The ONLY reason I invested in an outdoor camera online is because they said if there is ANY internet interference or camera was disconnected from internet I WOULD GET A NOTICE.lie lie lie. ALSO said RF interference can be detected and I would get a notice if there was any kind of interference.

I got ZERO notices of video and motion with the camera in away mode. NOT EVEN ONE SINGLE NOTICE! People literally can be being robbed and no one is contacted, no notice to you! WHEN you have problems dont think about asking for supervisor when you have recorded evidence that staff lied to you.you will be on hold for hours! I had so many times in away mode activity and all it did was record the video no notice to any monitoring company no notice to me no police called! THEN a staff member told me when I raised issue of the videos in timelines saying no video due to internet issue, that they went in and looked at the internet signal AT THAT time of the videos which were many, and my wifi was low giving exact signal strength at that time of videos earlier in the day. SO I SPEND YET MORE money having IP move my wifi router to another part of the house, then the entire night the camera was not working.and the company says well your camera was on all night.so I ask what was the internet wifi signal strength?

They said there is no way they could tell any past wifi strength! SO they had previously lied to me! ALSO was told by staff that "whoever told me" they can detect rf interference is not accurate.all the calls are recorded.so have evidence to prove they are straight up scamming people to get them to buy. I paid 6 times more for a camera that does not work half as good as my other cameras. THEN 25 bucks for a non working monitoring service! IF ANYONE needs evidence to join with me in complaint to us attorney office or any other agency for their scamming people.email fightthefight7@yahoo.com ALSO PEOPLE TEST YOUR STUFF!

Put in away mode then move around your outdoor cameras and see if you get a notice! THIS is for those with interactive service.test your stuff. Because lives are at risk with the lies they are telling. GET A REAL security system that does not rely on stupid faulty apps.protect your family better than this scam company! ALSO watch the customers on youtube SHOW YOU how they broke into their own house bypassing simplisafe. SHAME On every company pushing this company! SIMPLISAFE DO NOT EVEN THINK about trolling my review saying it is not true because I have evidence to back it up and will sue you for defamation in addition to fraud and faulty equipment putting my life and home at risk!

***BUYER BEWARE! REPEATED FRAUDULENT CHARGES WITH NO SERVICE!***** The equipment is subpar, cannot detect motion well, and the camera is awful. 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 over a year. Suddenly I noticed they had been fraudulently debiting my account again for the past 6 months with no warning and zero permission!

I called to get to the bottom of why, and they indicated that someone had plugged the base station in and thus they started the charges up again! I had painters doing work on my house who probably 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.

I never used their equipment again, never set the alarm, never did anything to authorize such charges. These charges are fraudulent and were made without any knowledge or authorization by me. Nevertheless, they refuse to refund ANY of the charges whatsoever--not even a partial refund of the more than 6 months of debits to my account. I called the company multiple times, being placed on hold, hung up on, and finally waiting for over an hour to be connected to a "supervisor", who still refused to refund anything, despite acknowledging that the account had been cancelled.

If you look on the Better Business Bureau and other sites they have a dismal rating of about one-star out of five. I am surprised it is even that high. UNSCRUPULOUS COMPANY with ZERO customer service. I certainly would never trust such a predatory and FRAUDULENT company to keep my home or family safe in any way! RUN AWAY!

I've used Simplisafe for several months at a house in California. Yesterday, someone broke in and stole the base station provided by Simplisafe. I immediately received a notification that the AC power had gone out at my house, but the notification claimed that my house was still protected. It wasn't. The person took the base station out of my house and I have had no alarm service since that time.

Even today, the web-site and app still says that my house is protected even though it isn't. The Simplisafe base station has a backup battery and a cellular modem, which means that Simplisafe can ask its wireless carrier to track the base station, and the police can find the arrest the people who stole it. But, Simplisafe refuses to ask its wireless carrier to do that.

I asked them repeatedly, by phone and by email, but they repeatedly told me that it is impossible for a cellular carrier to track a cellular modem, which is not true. I finally reached an agent who agreed to help me. She said that she would send me an email with her extension number so that I could follow up. She never did. I then sent multiple follow-up emails and placed numerous calls to try to reach her again.

She eventually called again and left me a voicemail message with her extension number. When I called back and asked for her extension number, multiple customer service representatives told me that they don't have any way to transfer to an extension number. Several kept me on hold for 10+ minutes before coming back, pretending that they couldn't hear me, and then disconnecting the call. I've sent more than a dozen emails, but nearly all of them resulted in Simplisafe agents sending me a canned email asking me to call them.

I got that same email response even though my email explained that I had called, repeatedly, and that nobody was able to assist me because they didn't know how to transfer the calls and didn't know how to escalate my concerns to someone who could address my concerns. No agent was ever able to give me any information about where my base station is now, but they did send me two new base stations.

When I called to ask how to get the new base stations activated, several of Simplisafe's customer service agents were unable to help me. After multiple calls, one of the agents was able to give me instructions on how to transfer service to the new base station. Yet, When the new base stations arrived, I followed those procedures, but the basis station would not communicate with the central station and thus there is no security.

The app and web-site do not work. I spent 1.5 hours on the phone with them trying to get the first one to work, without success. Then we tried to get the second base station to work, and wasted another 1.5 hours trying to get the second one to work. The system will not communicate over the cellular network, and also appears to have no memory of prior programming that I did with the first system.

The agents who answer the phone seem clueless on how to resolve the concerns. Overall, I've had a very negative experience. I'm now getting ready to bring a claim in arbitration against Simplisafe for the cost of my system as well as the value of the time that they wasted.

Beyond the outrageously long wait times if calling for ANY reason, and some pretty poor choices of telephone support people, this gang have behaved like monsters since I tried to end my service. I called months in advance of the closing date for sale of my house in preparation for an international move- outside their service area, so no point in continuing the service. Apparantly the person I waited a hellishly long time to speak with never recorded my wishes that the service would end on July 30, 2021. That's when the nightmare began. I'm almost fortunate my credit cards were stolen the day I moved out of the house- and so I cancelled them, thus making it impossible for these idiots to bill me for the cancelled service.

Not only did they continue to try to bill me, but began a harassment campaign by telephone and email insisting I had to call them and produce my "safe word", which I have repeatedly emailed to them, and yes, duh, already produced on the phone for them the day I cancelled the service. In desperation, I reported them to the Better Business Bureau, which only produced another phone call from them (highly illegal, since I told them NOT TO CALL ME AGAIN).

I actually thought they were calling to apologize when they told me they were calling because of the BBB complaint. But no, they were again insisting on hearing the "safe word", a term which is now rage inducing. I cancelled the service months ago, they ignored my wishes! Although the automated system worked just fine and I was happy to come home able to know no one was hiding in a closet somewhere, so called "customer service" with these people is abysmal.

And yes, there was one time when I got a call from them saying an alarm had gone off at home when I was out and the person they assigned to call me had such a weak command of English that I failed to understand what they were saying at first. Horrific. Their latest antics have earned them this review, as well as another equally negative one on the BBB website.

While the system works well, the customer service and tech support has become one more example of another company promising service and after gaining customers and growing the company, they forget how they got there and relax the most important aspect of their success. Our key pad shorted out and we were left holding for tech support 30 minutes twice. We.called again the next day and the same thing happened.

Only after a 4th call to the new service dept. Did a person answer. Terrible. Additionally, the system checks using the app all said system was fine when it was not, so the equipment is not able to detect all issues, especially regarding the key pad. Simply Safe needs to support their system, and customers or they will lose them and their place in security.

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

Not having a lot of luck with tech support so thought I would post a less than stellar review and hope that someone with some clout at Simplisafe will get back to me. Will not go into my specific problems, but will indicate my recent experience: 1. Called for tech support and a recorded message indicated my wait time would be about 40 minutes. This is simply not acceptable when home security is the subject. 2. Called back on main line and had an individual that would rather argue with me than address the technical issue I am experiencing. 3. Asked for supervisor and was subjected to music that I didn't like.

I feel the technician threw me into "limbo" Gave them a 2 as I spent some 35 years in the security industry and feel I have some experience and know something about the industry. Not trying to be nasty - just want some results here. Simplisafe - are you listening?

Yikes. A lot of hate in the reviews. I have been a Simplisafe customer for 10 years. I have used two generations of their systems. I also have Simplisafe at two houses. One of the best values in home security. Easy to install, no contracts, no professional installation required, and very reasonable monthly monitoring packages, which by the way is optional.

Highly recommend. Look for promo codes when you buy! Long Review Simplisafe was one of those companies that disrupted the traditional home security industry. You no longer needed expensive equipment that had to be professionally installed. No contracts. Simplisafe put a major hurt on those legacy home security companies. Simplisafe is one of the best values out there for a home security system.

Perfect for apartments, condos, and single family homes. My guess is it is good for homes up to 3000 square feet. Everything is wireless. The base station and cameras are the only things required to run on your wi-fi (802.11) home network. The sensors, sirens, and keypad run on a different radio signal. The entry and motion detectors are peal and stick using command strips that come with the sensors.

It does come with small screws if you wanted better adherence to the wall (optional). I have had sensors connected with command strips for years and they have never fallen off the wall. Just be sure to clean the spot good before placing them on the wall. The cameras are not the greatest but work. My beef with their indoor camera is it only connects to 2.4 Ghz wi-fi and it is only 720P resolution.

It should be 5Ghz and at least 1080p. The cameras also only record when the alarm is disabled or when a security event occurs. It does not record continuously. You can view the cameras live anytime you want. The Simplisafe app is very good and easy to use. Same for their web site. Simplisafe also has temperature and water leak detectors. I would love to purchase their water leak sensors but it would cost a lot of money to place these under every sink and toilet in the house, plus dishwasher, hot water heater, fridge, etc.

I wish these were less expensive. The smoke and carbon monoxide detectors are tied into the security system which is nice, however they are relatively dumb devices. Simplisafe does not have a combo smoke and carbon monoxide detector which sucks. That said, these are reasonable priced. The smart lock is a great item and one that I highly recommend.

You can use your key to open the door or a code entered on the keypad. Great for letting relatives and guests in without having to leave a spare key under the mat. You can also open and lock the door remotely using the app or website.

This review is for the alarm system, not the building or location. I purchased a Simplisafe Alarm system for my 7,000+ Sq. Ft. home in Florida. I purchased it directly from SImplisafe, along with their monitoring service, for which I received a very welcome up front cost discount. The system, besides the base device, keypads, and remote alarm, consisted of 36 sensor devices, which were distributed between door sensors, glass break, and motion sensors.

The bonus camera was also welcomed into the system. The system was purchased for fully replace an older, ADT system which was having multiple problems and was difficult to repair - as well as approaching obsolescence. While not a computer novice, I certainly have never worked on an alarm before. At this point, which is only a few days after installing the system, all I can say is that I am still pleasantly surprised about all its capabilities, features, and best of all - I did the entire installation, without faults or problems in less than 3 hours from opening the box, until the last sensor was recognized by the base.

The settings flexibility was excellent, the quality of build, in my opinion was also excellent, the integration to Alexa and Google Home was trivial (meaning quick and easy), and a pleasant surprise was the system directly integrates with August locks - of which I also had one. Simplisafe capabilities as well the seamless integration into all of my existing smart home products really hit it out of the park.

Awful screws provided and customer service does not exist. All the features we purchased were great and everything was going fine. Until we tried installing the video doorbell. After installing the bracket and setting up the video doorbell, we powered off the breaker again and the doorbell did not stop. When I called to see for a solution, they said "yeah, with song doorbells, our system does not work." there is no notice or awareness to previously purchasing and installing.

The real issue comes when calling to tell them the bracket will be broken after attempting to get their weak screws out. Their response was that a refund will not be issued when something is returned broke. Their solution? to hire somebody else to extract the stripped screws. I've never not been able to get screws out before. No thanks, I'm not spending more money on for their terrible product. Do not choose this company that cannot care about or help their customers who paid $500 for their system.

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

You get what you pay for. Not much. Keypad sometimes doesn't work, often chews through batteries faster than any device I've ever seen. No one ever comes to your house to look at anything. You're stuck dealing with everything over the phone. Impersonal. Website is terrible. I was sent an email saying I need to change my payment info, logged into the site on my phone, and there is literally no way to view or change payment info.

I looked at a bill in a pop-up dialogue, and there was no way to close the pop-up. So I had to reload the page, which logged me out. This website is stuck in 2006. Steer clear of Simplisafe. They suck.

Contacting Support this morning I was surprised to learn, for Support to access my account and/or help me, they wanted my Safe word. This is completely different from other security companies I have worked with including the ones at our offices. I understand the need to verify and authorize an account holder, but I do not believe using the Safe word is the proper way to do this, it is why it is called a Safe word and this is something we stress to our employees.

In addition, it was also surprising to learn there is no way to rotate the camera view orientation on the SimpliSafe app or Website. This is has been a standard feature on most security camera applications/browsers, even the very cheap IP cameras I have worked with and is usually just a setting in the app and not a physical rotation of the camera around the mounting hardware thus allowing me to install my SimpliSafe camera upside down under the house eave outta sight and provide the proper orientation when viewing it on the phone app.

I hope this overlooked option is corrected in a future update. The system was simple to set up as advertised, the adhesive strips were a bit weak, the key pad fell off within minutes so I used the included screws on it and the siren to ensure they were secured properly. I did notice there were no instructions on pairing the included and additional key fob I ordered in the startup manual, at least I could not find it listed with all the other hardware options however it was straight forward after realizing the red band on the end is actually a button. Overall, a good experience, support replies to emails and if further updates allow the system to integrate better with home automation i.e. Alexa / Google (Nest) that allow the cameras to be viewed on the Fire TV, etc. such as the Hello Doorbell camera does now this will be great and a big win for SimpliSafe.

Was hopeful about this company and service at first based on, well, advertisements, which is.dumb. Now that I am looking at reviews, which I only saw when coming here to post my own, I realize I should've done more research first. Nearly smooth start (though, they forgot to send me one of the sensors that I had paid for, and calling them to get them to send it took 2 phone calls, each with an hour long wait, and the latter with 30 minutes of explanation, all for a missing small item. Oh, and I was offered a free month of monitoring service after the initial entry sensor debacle, and that never went through ).

But when I realized quickly that the service was not a good fit for me, it has been rather terrible customer service. I've already called 4 different times to cancel, waiting on hold for over an hour each time. During the last call, the account specialist confirmed my cancellation and said a return shipping label would be sent to me later that day.

It never was. I'm now on hold for the 5th time, and have already been on hold for 47 minutes. Update: finally got ahold of them and spoke with India who was actually helpful--she waited on the phone with me until the shipping label went through, and then made sure my monitoring service was cancelled as well. Simplisafe needs to hire a lot more people like her (and more people in general, given those wait times).

First their dispatch calls the police AFTER we've cancelled the alarm on our phones AND after we've spoken to their dispatch to confirm its a false alarm. This false alarm will cost us hundreds of dollars. Called SimpliSafe and spoke to a rep. They did absolutely nothing. Second, the video doorbell shorts out. Contractors installed it following the instructions to the dot. Lastly, the base station seems to have failed.

We cannot log into our account via our phone apps anymore. Cant seem to login on desktop either. All this happened just after their 60 return guarantee expires. Spent over a thousand dollars to secure my home and now left with useless equipment stuck to the walls of my house.

I installed SimpliSafe in my home about 4 years ago. It does not include cameras but it does include smoke detectors and I pay a monthly monitoring fee. The system has worked very well. I have had a few components that failed but the company very obligingly and promptly replaced them for no extra charge. The phone app works well and response is prompt, efficient and courteous when the alarm is triggered. Management of the system is simple and I love the features. My system is an excellent value.

Simply not safe! Broken equipment led to several broken promises about a broken system and a broken customer service that's been overloaded for several months. I bought this system in November. It's now March (five months later) and Simply Safe still does not work. Today, it's even worse because I no longer have a working doorbell. Add this to the list of faulty equipment. Counting the doorbell, half of the sensors are faulty.

The other half had bad batteries. I replaced the batteries because Simply Safe never returned or acknowledged my emails or phone calls. Plus, there have been two false alarms due to the bad equipment. Again, there's been zero acknowledgement from Simply Safe. Trying to call their customer service is a joke. Several customer service managers promised to call back. They never did. Avoid Simply Safe! Obviously, they cannot handle the alarm and security business.

In my opinion thr very best customer service, anywhere ever! Bought my system 10 years ago and do not use monitoring service. So, I am not providing them with any current income stream. Over the years, I would have occasional issues {sometimes, definitely, my fault}. Each time, my phone calls were met with cooperation and technical knowledge. Although, obviously, well out of any warranty period.they are sending me a new keychain remote at no charge & free shipping.

Same service I received, in the past, when they replaced a failed base station and a siren back that I carelessly broke when swapping batteries. Who does such a thing? SimpliSafe! Kudos! Highly recommended.

I have had SimpliSafe for almost a year now. I have used both the basic monitoring package and the interactive monitoring package. I have never had any false alarms while using the system and I sleep sound at night knowing I have the system. HOWEVER, Ring recently released their system which runs on the same technology (Z-wave) and they offer their top of the line monitoring service for $10.00 a month or $100.00 per year.

I called to cancel my monitoring service with SimpliSafe and was not even asked why I wanted to cancel nor did anyone try to retain me as a customer. RING IS THE THING. Don't waste your time with SimpliSafe when you can get a system that has more expansion options and costs LESS money up front and LESS money to monitor your home. SimpliSafe Interactive Monitoring is $299.88 per year and Ring is $100.00 per year.

Both systems do the same thing. They call your local dispatch and they send you an alert. Now, you do the math. I have spent over $400.00 in SimpliSafe equipment ALONE. When I move my home security to Ring, my system AND a FULL YEAR of monitoring will cost me $300.00 SimpliSafe needs to do something because Ring is about to take over the market in DIY Home Security.