We purchased our Simplisafe during a sale around the Holidays. Some parts were back ordered, no big deal. We installed what we had, and it worked mostly as described. We had to replace several sensors that weren't functioning. That is where we started to get trepidation. Simplisafe kept saying that it was an issue with our setup, not the sensor. After some back and forth, we had a new sensor sent out and its been working fine since. We debated just returning everything, we were worried that the sensor experience was setting a bad tone going forward. Fast forward to now, we get an email that rates are going up. We had it for a month, already more of a charge then we were already hesitating on. We decide to step down to the free Account, and Simplisafe was frustrating as could be. Our "Account Specialist" Amaya informed us that when you downgrade your account, it takes affect IMMEDIATELY with no refund of unused time! It doesn't keep going until the end of the billing cycle. Amaya kept telling us that we had 5 days to the end of our cycle. Then she said we had to cancel by the 17th, or we would be billed on the 18th. Today is the 10th, 5 days from now is the 15th. I asked about the return policy, of course we are outside the return policy by 30 days. So I said we would wait until the 5 days was up, and she hung up on us. Rude right? So My wife and I talked about it, and we decided to cancel the paid account now; so we didn't have to worry about which date is which. We call back within minutes (Of course we get Amaya again) and I say "We spoke just a minute ago, we want to go ahead and cancel the paid account." She gets ready to close out our SimpliSafe account all together, thank goodness she said something so we could get it downgraded to the free account. The world is a crazy dumpster fire right now. I don't know Amaya's story, I don't know anyone at Simplisafes story. Pull the tapes (I assumed its recorded? Nothing announced it was recorded, and living in CT that would be illegal as we are a two party state, but maybe its buried deep in the EULA and I agreed to it. No idea). Amaya was condescending and rude. Both calls I had to speak with someone before I got to Amaya; and they were great. Ebony and Kevin were friendly and did a great job. So good for them. read more

Installation of SimplySafe security system. Technician was knowledgeable and helpful. He patiently answered my questions and made beneficial suggestions. I would recommend On-Tech for the installation. read more

This is hands down the worst security system you can install at your house. I have used it since 2018 and seen it betray my confidence and security multiple times. The cameras don't record consistently, the entire alarm system purges itself at random (even when on vacation), and support will simply placate your fears with another free month of this terrible service. I am out thousands of dollars in equipment that I plan to throw in the trash. Contact a real local security alarm installer and don't use this. People love to say I wish I could leave 0 stars! Now I know why. read more

We've had Simplisafe for about 6 years....it was great at first but the last 2-3 years it's been nothing but short of a nightmare!! First of all, it keeps dropping connection to our door smart locks almost every other week! We have an average sized house nothing big(under 1700sqft), so the Wi-Fi has no problem reaching all over(I even have and EEro connected that throws the signal way past 1700sq/ft!!!. And it's not like our internet is slow, we got 100mbps twice what we had a year ago!! Heck if the Wi-Fi reaches out in my backyard pretty far I see no issue why it keeps losing connection to our door smart locks in the house! I have tried reconnecting them, Every Time, myself!! but.... I always end up calling them because it has become impossible to do such a simple task! They always update a bunch of crap on their end while I am on the phone, and they seem to get my smart locks to work yet again. I mean, WTF??? why is it such a hassle to accomplish this task myself?? Second of all of course, some of the sensors always lose connection as well, but those I seem to be able to remove and add yet again which makes them work for a while then it's back to square one!! Third of all, the cameras are absolute nightmare to get them back online when they themselves lose connection all the time. It was so simple to get everything set up the first time when we got the system, but now it's just complete chaos, frustration and lots of bad words coming out!! Look, I get our sensors and smart locks and cameras are not brand new(except for our outdoor one above the garage which is 2 yrs old), but they say they should work just fine when updates happen which brings me to the next point. When they do system updates, well that's also when everything starts not functioning correctly, EVERYTIME!!! we've had it with this junk, it's plain pathetic they can't figure it out!! read more

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? read more

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. read more

Simplisafe will not allow me to cancel an account! They are insisting they need the serial number off of a video camera to validate our account - which we don't have anymore. They have now been debiting the bank account for over a year after we stopped service. Had they told us that only the serial number from the camera could be used to "validate" the account we would have written it down immediately. I have the original invoice and even that is not enough!!! Do not, don't even think about, using this company. read more

Update from customer service when inquiring whether promos are extended to loyal customers. In short, "Promos only for fools who have not purchased expensive Simplisafe equipment, dumb girl! We will email you, no need to email us!" "Current promotional offers are for the purchase of a new system. In the event, a promotional offer is available for current customers you will receive an email. However, if you have further questions for security reasons, we will need to access your account. Please call us and allow one of our SimpliSafe experts to assist you. We can be reached at 1-888-910-1215 daily 8:00 am - Midnight, ET." read more

I installed Simplisafe over a year ago. I spent around $600-800. They are the most expensive home monitoring system out there. I paid the $30 a month since I bought cameras with this. Then inflation hit... I had to trim back my expenses so something had to go. You cannot cancel monitoring online. They make you call then give you this long sales pitch and try to give you discount. I told them just to cancel it and when things got better, I would reconnect. This is when all the problems started. Sensors started going offline, the base would not update, i couldn't use the camera on live mode, etc. Either this is intentional because I cancelled my monthly subscription, or this system is just totally bad and faulty. I would suggest avoiding Simplisafe and find a cheaper system. You can't be the most expensive monitoring system and have junk equipment. read more

SimpliSafe's equipment is great and their telephone tech support is better than most. However their customer service absolutely sucks! I returned a SimpliSafe Smart Door Lock in August 2023 and have yet to receive a full refund. They didn't charge my credit card for for monitoring for a couple of months, I guess their way of issuing the credit, but after 2 months they resumed charging my card for monitoring. These creeps still owe me $62.63. I have written to SimpliSafe's CEO Christian Cerda and he hasn't had the courtesy to respond or place the matter in the hands of someone that can solve the issue. I'd give the equipment and tech support 5 stars but customer service SUCKS and doesn't deserve any stars but Yelp requires at least one star. read more

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. read more

Although system appears to be good, the customer service with this company horrible. Would recommend reviewing other security systems!

Our Simplisafe system was easy to install but my husband has spent a tremendous amount of time with customer support because of bugs either with the system or one of its components. It's currently a Sunday, his only day off, and he's back with customer support bc it's not working. This was after spend hours on the phone with them yesterday. And, even worse, he was just on hold for 45 minutes and they disconnected him. We're seriously considering switching to a different system even though we've spent a few hundred dollars on the core system and then add ons. The company actually seems to be getting worse instead of better. read more

I purchased the Simply Safe System over a year ago. It has rarely every worked properly. The cameras go off line constantly. The tech support reads instructions to me and ALWAYS says I need to take down my cameras, uninstall and reinstall. I have done this at least 8 times in a year. I am not notified if anything other than motion detected, but that is after what ever or who ever it was leaves. I am done with SIMPLY (not) SAFE. read more

We can't monitor our 4 systems from Computers?? The bait 14.99 monthly monitoring is not efficient (Limited cam recording time) so switched to the $24.99 monthly fee monitoring. We bought four Simplisafe security systems for our home and three airbnb rental houses about 80 days ago. They have a separate company the does installs. (Halo Tech) We had a nice, but seemingly rookie installer. No tools like drill bits for running exterior Cam cords though the wall (Mickey Mouse cordless drill and the the batteries wore out in a hour,. so we had to run cam wires though windows and doors unless plugged into exterior outlets? loose wires tucked behind the cam. He came late and did not finish in time so another more qualified installer with proper drill bits etc. came out and finished up except where the first installers work. *Our main problem is although we can monitor the systems with mobile phones, we can't connect on our PCs at home!!! We have called them several times and it is hard to get to anyone that knows about computer connections. We tried opening with Chrome and whatever they said with endless hours of tech support. Every time they promised a call back at a certain hour... they never did. They offered us a few months free to settle and we refused as we need to be able to monitor from home and office. The pictures below are only from two of our four locations. The other locations have similar problems of bundled up wires by the cameras. The slack wire should have been pulled into the homes. one at other houses was a short 10' run with 15' bundled up by camera and falling off. After talking to customer service about 5 times we told them we would be making complaint to the BBB and wanted to start here first. read more

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They don't know what they're doing. Absolutely horrible customer service. Can't get anyone on the phone that knows what they are doing.

At least any other week one of my cameras and entry sensors are having trouble , I did buy this system for the times that I'm not home . So what's the point if I should be home to reset my system or call you again and again to get my system to work???? read more

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. read more

The whole two years of having SS, we had camera Wifi problems, when opening app to view cameras, the cameras always had to be awakened, so no recording was being done. It kept saying no video available. We had enough after they replaced every camera and sensor, twice none the less! The doorbell camera had a delay when trying to have a convo with someone at my door, very poor quality. The door lock would not fully lock without gently tugging and pushing on the door EVERY time we came and went. The door sensors don't work on doors where the door trim is not even semi flush with the door. We never could get a sensor to work on our doors, just the slider. After hours on the phone with SS and all the replacement cameras and sensors, nothing got better, nothing was fixed. read more

If you cancel they wait until the very day of next billing cycle to cancel the subscription so you pay an additional month that you do not need. read more

I have nothing but good things to say about my system and my experience with simplisafe. I found their customer service to be top notch. I cannot recommend the product or the company enough. read more

ZERO stars - negative 5 would be appropriate. 7 phone calls. 3 emails 12 days. When does their service team answer a phone? Better yet, return a phone call from a week ago. The board were updated and we got a POC that did not function. If my life were in danger, I would be dead. read more

Their doorbell worked fairly well for a while until they reduced the sensitivity (they admitted as much) and they have no plans to change it back. Now I get NO videos except for me opening my door. I have been on the phone with their no-nothing technical support for countless hours over and over and over with no resolution. The problem is on their end and not mine. read more

When I give bad feedback, I have to share the good when or if it happens. I just got my check today. It took 3 months but I can say I finally got it. Still not happy about the hoops I had to jump through to make it happen. This should not be a thing. read more

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. read more

I have an older version of the Simplisafe system (from 2016). The software that came with it is not runnable on any modern OS, so the whole system became useless. Instead of having an upgrade for the software (which would be a relatively cheap investment), the company proposed upgrading the whole system. It looks like the business model is to force customers to pay for the full upgrade every 5 years or so. I don't think this is fair. Don't use this service! read more

Very disappoint with SimpliSafe, 3 outdoor cameras, were suppose to have a 80 ' range , they did not work at 70', then moved to 50', now at 40' ( one garage away) and they still keep dropping connection. Spending way too much time with tech support to get them working keep spending time getting to work, very unreliable! 2.4 GHz band only, not explained at purchase, may need new router or modem. mine is correct but still not working. make another choice than SimpliSafe! read more

If I could give zero I would, They stole my money for two systems, still trying after two months to get my money back after being on the phone for an hour and them trying to find the return, then claiming, they would refund but hold back taxes - that's a misrepresentation as they state 100% free returns and 100% guarantee all money back- so where is all my money - be sure you want what you order, or take pictures and have witnesses when returning - they are thieves. read more

If I could give this company 0 stars I would. Worse system and customer service ever!! I bought this system last year and a few weeks later I had issues and it just went downhill from there. They refuse to give a refund but all they wanted to do is offer a different camera or batteries or base station. Not once did they offer to send a tech out. Also it's a DIY system which I like but even if you have any tech issues it's $100 to pay some third party complaint to come out. I was finally done after this last lack of communication and assistance I received. So plz plz don't buy this system it's cheaper then others and I now see why. Hey you get what you pay for!! read more

The cameras very inconsistently pick up motion. Someone can go in and out of my front door passing directly in front of the camera and it will not record it BUT the attached light will turn on, so the motion sensor is clearly working, the camera is just shit! I consistently receive notifications of camera activity, but it fails to record. This is a completely different problem from the first scenario, where I receive no notification at all. To connect to the "live view" it either takes like 30 seconds or never connects at all. What good is real time notification (when it happens at all) if you cannot turn on your camera to see what's going on? It takes a recording a couple of minutes to finish processing before it is viewable, by which time plenty of damage could have been done. I regret my purchase and feel like maybe I should have gone with something like ADT. read more

We returned a system in September - October timeframe and still no refund check. I was initially told it would take 4-6 weeks to receive a check. Nothing. Called again today, I was told the check was mailed to the incorrect address. It will take another 6-8 weeks. Customer service people are very nice. BUT why won't the company submit a check sooner being they made the initial mistake? It's a very BAD business policy to keep people waiting 3-4 months for a refund. On the other hand, we like our system. Easy and affordable. However, we're keeping an eye on it as we'd get a call immediately if we didn't shut the door within the timeframe. The last 2 times, the call has been coming in up to 1/2 hour after the fact. By that time, you're half way across town. read more

We've had this system for about two-ish months and it's been nothing but problems. They sent us the pieces with expired batteries - not a big deal but not a good look on them. Customer service is hard to get in touch with - very long wait times. Most annoyingly, we'll return from a trip to learn that the siren hadn't been working the entire time. We are constantly getting warnings (which we don't know about until we turn the system off) saying that the siren is disconnected. We will spend 45 minutes to 1.5 hours on the phone with customer service and again in 3 days it's broken. It's a massive pain and very unreliable. read more

JUNK! I have 2 cameras. One of them works fine, the other is junk. I have been on the phone numerous times trying to get it fixed. They go through the routine of disconnecting it reconnecting it and it works for 24 hours. I call and the automated voice says the hold time is 20+ minutes. I can get a call back if requested instead of being on hold.. NO one calls back. I decide to stay on hold and they can't help and transfer me to another line. I give up and go to amazon to purchase a new battery thinking that is the problem. It works for 24 hours. I call simplisafe back and request a new camera at NO charge... they transfer me and I get cut off. Had enough, I have a better system at another residence. I canceled the simplisafe service. There is no service from this company. GOOD GRIEF! How hard is this. read more

This is a review for Sam @ SimpliSafe customer technical support... I realize the SS has gotten very poor reviews in the past. I know because I left them one myself about 18 months ago. So, when I dialed their support line today I expected the worst. Instead, I got the best. It was 11:00 AM CST and I expected to hold at least 20 minutes. Instead, it was about 30 seconds. My keypad kept showing the "Keypad Out Of Range" error message and it needed fixing. Working with Sam we went through all of the trouble shooting steps in about 10 minutes. He was clear, concise, and very knowledgeable. Ultimately we determined that the keypad had died, and immediately after the funeral, Sam sent us a new one next day air - for free! How about that! read more

At first, Simplisafe was a good company to work with. The equipment they sent seemed to work well as did their app. But over time, that has all changed. Their customer service is about the worst I have encountered. If you need tech support, expect to wait on hold anywhere from 10-30 minutes each time you call. If you get someone in tech support that knows what's going on, that's great but recently they have hired new people who know little about getting a system up and running. Speaking of which, the system goes off line fairly regularly now and needs to be reset. That's OK if you're home, but it always happens when I am away. So, I either have no burglary protection until I get back home ... or I have to call someone who can go to my home and troubleshoot the problem. If it happened once or twice that would be one thing ... but it happens regularly and Simplisafe simply isn't there to help. Don't waste your money. There are other systems out there now better than this company. read more

I used their company recommendation (OnTech) to install my system which has never worked correctly. I discovered the problem when I walked into my house, with the system armed, and got no alarm. Until then, I thought everything was ok. Now I that I have paid for the system, and the installation (about $500) I have a bunch of junk. The alarm is useless and when I called Simplisafe for help, they couldn't get the system to work. Who needs these kind of headaches? read more

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. read more

Terrible! Do NOT purchase ANYTHING from them! I'm not even sure they're a legit company! We purchased a system from them for $600. A week later, they sent us a tracking number. Our system was still sitting in their warehouse and it was never shipped! They acted like I was out of line for acting for a refund for a shipment that I didn't receive. Then they told me I couldn't receive a refund until I received my shipment. But they couldn't tell me when they were going to ship it, even though they sent me a tracking number that said they shipped it. They bounced me around a four different customer service people. It was a nightmare! The worst part was that we really wanted the system! But clearly they couldn't get their act together to even ship the product! read more

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

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. read more