About
Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 1/7/25
BBB shared the findings and recommendations with Simplisafe, Inc.
The findings appeared to show:Equipment Issues: Customers frequently report problems with the reliability of SimpliSafe’s hardware, including sensors, cameras, and base stations.
Customer Service Challenges: A significant number of complaints mention poor customer service experiences, including:Long wait times to reach support.Inadequate issue resolution.
Billing and Cancellation Issues: Customers report problems with billing practices, including:Unexpected charges after service cancellation. Difficulty canceling subscriptions.Miscommunication about promotional offers
Installation and Setup Problems: Customers express frustration with the DIY setup process, reporting:Difficulty pairing devices,Incomplete instructions,Issues with system activationSimpliSafe, Inc. on 04/02/2025 responded to BBB with:
SimpliSafe is heavily focused on our customer experience, and we’re always looking for ways to address customers' ever-evolving needs. That includes providing different channels to get support when and how they need it, such as through our live chat, where help is available 24/7. Overall, we’re proud of the support we provide our customers. Not only do we have an industry-leading Net Promoter Score, but SimpliSafe was also recently awarded for customer service excellence by USA Today and Newsweek. Whether digitally or over the phone, we’re committed to supporting and resolving customers’ needs.
With regard to our incentive programs, which were referenced in the trends, we’re aware that some customers experienced issues with the refer a friend program or in securing their gift card. Upon learning of these issues, we quickly worked with our internal teams and third party incentive provider to resolve those issues going forward and are committed to resolving any past individual issues brought to our attention. If customers encounter any other issues with the incentive program, we recommend contacting our customer support team, who can escalate and resolve the issue.
Overview
BBB Accreditation & Rating
About This Business
BBB Accredited Since: 3/14/2013
Years in Business: 20
Products and Services
Photos and Videos
Business Details
- BBB File Opened:
- 8/23/2012
- Business Started:
- 1/1/2006
- Business Incorporated:
- 8/11/2006
- Type of Entity:
- Corporation
- Business Management:
- Mr. Anthony Spencer, Manager of Operations
- Number of Employees:
- 30
Additional Contact Information
- Principal Contacts
- Mr. Anthony Spencer, Manager of Operations
- Customer Contacts
- Mr. Anthony Spencer, Manager of Operations
- Additional Email Addresses
- Primary: Email this Business
Additional Information
- Payment methods
- American Express
- Cash
- Check
- Debit Card
- Discover
- MasterCard
- Visa
- Credit Card
- Other Resources
- Massachusetts Office of Public Safety and Inspections (OPSI)
One Federal St. Suite 600
Boston MA 02110
Phone Number: 617-727-3200
https://www.mass.gov/orgs/office-of-public-safety-and-inspections - Business Categories
- Burglar Alarm Systems, Security Systems, Smoke Detectors, Carbon Monoxide Detectors
Latest Reviews
Christian W
"So they are wonderful for a few years now and they have been amazing helped a ton at times. however as of today I tried canceling my subscription with the app chat box." ... Read full review
Alejandra C
"SimpliSafe is very responsive. REMOVEDis friendly and knowledgeable." ... Read full review
Kim D
"Simplisafe offers a Standard monitoring service on their website for $22.99." ... Read full review
Frequently asked questions about SimpliSafe, Inc.
Is SimpliSafe, Inc. BBB Accredited?
Yes, SimpliSafe, Inc. has been a BBB Accredited Business since March 14, 2013.
What is the BBB rating of SimpliSafe, Inc.?
SimpliSafe, Inc. has an A+ BBB rating. Ratings run from A+ to F and are BBB's opinion of how a business is likely to interact with its customers, based on complaint history, transparency, and available public data.
How many complaints does SimpliSafe, Inc. have on BBB?
SimpliSafe, Inc. has 574 complaints filed with BBB in the last 3 years, 171 of them in the last 12 months.
How many customer reviews does SimpliSafe, Inc. have on BBB?
SimpliSafe, Inc. has 184 customer reviews on BBB.
How do I file a complaint against SimpliSafe, Inc.?
Where is SimpliSafe, Inc. located?
SimpliSafe, Inc. is located at 100 Summer St Ste 300, Boston, MA 02110-2151.
What does SimpliSafe, Inc. do?
The BBB Business Profile for SimpliSafe, Inc. describes the business as follows: SimpliSafe provides home security systems, including alarm systems and monitoring services. The company assists clients with setting up and customizing security solutions to meet individual safety needs. The business provides services to residential customers. Business category: Burglar Alarm Systems.
How long has SimpliSafe, Inc. been in business?
SimpliSafe, Inc. has been in business for 20 years, since 2006.
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