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.
Complaints
Customer Complaints Summary
- 570 total complaints in the last 3 years.
- 220 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i ordered $500 of equipment from Simplisafe and have been slowly configuring and testing it. At some point they activated a free trial of their monitoring service. After a month, they started charging my credit card $49.99 a month. Never was I told that my free trial was ending. Never was i notified when my card was charged.When I noticed the charge today, i went into their App and there was no way to cancel the monitoring plan. I went to the website, same. Then I went into a customer support chat, that after more then 25 minutes ended with them telling me they could not help me in chat and I needed to call their help phone. I called that and after a long discussion was told the would not refund my money. At that point they still had not cancelled my account. I called back a second time and finally they cancelled it.Very poor, unethical, un-customer friendly business practices. Poor support. Bad look. I'd like two months of charges refunded
Business Response
Date: 09/26/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer Answer
Date: 09/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *******Initial Complaint
Date:09/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have experienced the worse customer service ever. My system has not worked in the last 6 months. I tried to call to get resolution. They refused to let me speak to a a manager. Issue still not resolved.Business Response
Date: 09/15/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
Date:09/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order on 9/9/25 for a home security system, and paid the invoice in full the same day. I was notified in the confirmation email Id be notified once it was shipped. So on 9/12/25 after waiting a few days with no notification, I called to check the status. First they had no information regarding my order in the system. Second , I was told that my card was declined (money was in account, and money was already deducted). Third, I was told that I owe MORE than was originally invoiced, after the money had already been deducted. Lastly, after all of this, they actually did take out THE ORIGINAL AMOUNT of the first invoice. So which one is it, was my card declined or did you guys mess up on the numbers ?Business Response
Date: 09/14/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
Date:09/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This a complaint about Simplisafe not honoring the $100 gift card as part of signing up with their service for 35 days after purchasing their equipment. I have been in contact with them multiple times, been assured multiple times, that the gift card will be sent via email. I have watched my email very closely for months, checking junk mail every day. Researching online, I see this is quite common, which makes me think it is in fact a false promise or scam from Simplisafe. I have the email with the $100 gift card promotion Simplisafe sent when I ordered the equipment. It states if you sign up for monitoring for 35 days, the gift card will be sent. I have the email dated April 5th 2025 confirming that my professional monitoring service has started. I have the email confirming I cancelled it on May 12th 2025, qualifying me for the $100 gift card, as I had professional monitoring for over 35 days as the promotion stated. I have emailed, online chatted and called many times, each time they agreed that I qualified for the gift card, and I was promised it would be sent but it never has been. Its only $100 but its the principal that they are not honoring a promotion. The promotion was the reason I was able to afford the alarm system, due to the gift card essentially offsetting the cost. If this is fraudulent business practice, I thought I should report it. I have attached the 3 emails stated above.Business Response
Date: 09/14/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
Date:09/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
SimpliSafe has created an unreasonably difficult process to cancel its services along with an illegal process of continuing to charge credit cards even after they have received separate written and verb revocation of authorization to charge the card.Business Response
Date: 09/07/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
Date:09/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are writing to formally request cancellation and full reimbursement for all charges made to our card to simplisafe as charges are fraudulent..We purchased a SimpliSafe doorbell camera through Best Buy but returned it within one week of purchase.The account associated with the device should have been cancelled at that time.Despite this, we have recently discovered recurring charges to our card for several months.We contacted your support line and spoke with an agent named ***, who refused to assist us. After reviewing our emails, we were able to reset our password and locate the old account. When we provided this information to ***, he stated the information did not match. We requested to speak with a supervisor but were told that was not possible.We sincerely believe that Best Buy resold the returned device without properly disconnecting it from our account, and as a result, our account was never ************** this time, we require:Immediate cancellation of the account.Full reimbursement of all charges made to our card after the return of the equipment.Written confirmation that this account is closed and no further charges will occur.Please advise us of the next steps to resolve this matter promptly, in order for us not to take further action.Business Response
Date: 09/04/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer Answer
Date: 09/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Have been charged since 2020 for something I never owned or used, still waiting on a refund!
Regards,Victoria
Business Response
Date: 09/09/2025
Hello,
We were able to speak and ******** and apologize for the situation and the Credit card companies rolling update that may have kept charging the card. We were able to successfully refund a total of $446.73. Partial refund of $188.97 was refunded via digital check and the remaining $257.76 was refunded back to the Credit Card.
If you have any further questions please contact our Customer Support Team.
Thank you,
SimpliSafe Customer Support.
Customer Answer
Date: 09/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******** *****Initial Complaint
Date:08/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased equipment for my alarm system, coast over two hundred dollars, I asked the person on the phone in detail concerning the shipping process, i paid for expedited shipping, only for the to send out the packing ***** it has only been one day , and refuse to cancel the order and issue a refund the *** refused to connect me with management to take over the call. Outrageous, I explain to this *** i am traveling so the package would not be here in time. Very nasty and disrespectful.Business Response
Date: 08/31/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer Answer
Date: 08/31/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection .
I have provided two screenshots that show a label was created, no package shipped. I am not sure what kinda game this company is playing, clearly it has taken money from customers with false information using ***** which does not have express shipping. this is fraud and fraudulent transaction.
FAQ
Regards,*****
Business Response
Date: 09/09/2025
Hello,
During the initial sales call our agent said our 2-3 business day shipping was called express not expedited and when asked what company ships the products our agent did state Fed-Ex is usually the choice for express shipping but **** could be a choice as well, an explanation of the 1 business day processing time was also explained.
We spoke with ***** and explained that Express shipping is what we use and while Fed-Ex is the main choice it depends on package loads and faster delivery time for specific locations on which courier makes the pick up. The order was placed Thur 8/28 and fulfilled for pickup on 8/29 after the 1 business day processing. The package was picked up Friday the 29th by **** and due to the holiday weekend business days of shipping did not take place till Tuesday 9/2 and the package was delivered within 2 business days.
We offered a refund of the shipping or a complete refund of the package, ***** chose to return the package and a return label was sent, if ***** chooses to return the system a refund will be processed once the package is received.
If you have any further questions please contact our Customer Support Department,
Thank you,
SimpliSafe Customer Support.
Customer Answer
Date: 09/09/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I understand SimpliSafe has grown in a huge way and has simple lost the mom and pop relationship it once had. The *** called me defending the employees behave and lack of knowledge concerning there process.
I am very intentional when I purchase anything, I ask questions for a reason, so i can make the best decision for me. I do not appreciate a *** telling me my order will be processed one way and it being differently.
I paid for delivery service to be handle by *****, not ***** Everyone knows the **** service is not reliable, SimpliSafe is unprofessional and cheating customers out of money by charging for a service it know is not express service. **** take very long and had many issues.
I find the leadership unprofessional and outrageous.
Respectfully,
***** ******Initial Complaint
Date:08/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Wednesday, August 27, 2025, I purchased $476 worth of security equipment, which included a $55 rush shipping fee. According to the companys website, orders placed before 11:00 a.m. EST are guaranteed to be delivered the next day.I placed my order at 9:26 a.m., well before the advertised cutoff time, yet the order was not delivered the following day. I contacted customer support regarding this issue, but they refused to refund the rush shipping fee, explaining that the order is only processed the same day but may not actually ship for another one to two days.I provided a screenshot showing the websites stated policy regarding the 11:00 a.m. cutoff for next-day delivery, but their response was that the language referred to order processing rather than actual shipment.Business Response
Date: 08/31/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer Answer
Date: 09/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have not yet heard from anyone.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business Response
Date: 09/09/2025
Hello,
We were able to be in contact with **** in regard to the shipping, we proceeded to refund the charge for the shipping to **** after a prior conversation with a supervisor that promised a refund for shipping once the package arrived.
If you have any further questions please contact our Customer Support Team.
Thank you,
SimpliSafe Customer Support.
Initial Complaint
Date:08/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried multiple times through multiple streams to cancel my account and I was ignored. When I tried to call I would get a text to chat, but was never offered a real person. FINALLY, I got ahold of someone and they told me that they couldn't refund me for a hoe I didn't own that they were servicing because I didn't call in.... ************* work for them not you. I went round and round from chat box to phone automation and couldn't get ahold of anyone. BUYER BEWARE!Business Response
Date: 08/28/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
Date:08/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I own rental properties. When we are in between tenants we put in a Simplisafe alarm system. Its great because the houses dont have WiFi and their base stations have a cellular connection. We were fine with two systems until December 2024 when it looked like we might need a third. On 12/16/24 we ordered a brand new system off their site for $332.05. We didnt end up needing it until June 2025. After setting the unit up in our rental house we found the base stations cellular network feature wasnt working. This was a big problem because we couldnt disarm it using the app on our phone for people needing in the house or disarm it so the police werent called in case it was triggered. We called Simplisafe to look into it. My wife and drove back and forth to the property at least 5 times to work with them and they never go it to work. They ultimately claimed ******* was reporting an outage in the area and that was the problem. I told them we had another unit a half mile away that was working fine. This continued for about 2 more weeks. During this time we filled one of our other houses and that freed up the base station at that house. We installed it at this house and it worked perfectly despite the lasting ******* outage. Only then would they agree to send a replacement.August comes around and we need the third system again. On 8/15/25 we setup the new base station and again it cant connect to the cellular network. This time they sent a replacement quickly. That one stopped working after about 6 hours. Its been another week and they havent got it working. We let a tenant move in early to one of our houses so we could free up one of our other systems that worked. We installed it and it works fine. I was told I only have 60 days to get a refund. That should only apply if the product works. Ive had three in a row that do not. I shouldn't have to spend more of my time trying to get it to work. Attached file has more info.Business Response
Date: 08/27/2025
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************
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