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:08/25/2025
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.
Refusal of replacement of faulty units. I have purchased over 20 devices from **********************, some drop connection every so often. I have replaced a few on my own dime and the replacements work flawlessly, but when calling in to have two devices replaced by ********************** which had connectivity issues, they denied the issues and refused. Made me a little sick to my stomach, seeing as these are part of a life saving fire detection system. Please do not purchase from this company. The products are great when they are working, but there are a lot of faulty ones, about one out of five. And if you need to replace, they do not stand behind their product. Definitely an unethical company so please proceed with caution. Especially since this is a company selling safety devices. Unfortunately there are not many competitors and they get away with it.
Business Response
Date: 08/25/2025
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:08/22/2025
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 never signed up for monitoring and I was billed for it I called them and they stopped that service but they would not refund the charge. And after I disconnect the monitoring the security system stopped working as far as sounding an alarm I understand that it won't call the police departmentBusiness Response
Date: 08/24/2025
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:08/19/2025
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 a SimpliSafe security system which I returned within their return window. Per the website once returns are received, refunds will be issued within 7-10 business days. They received my return on July 21. I have reached out to their customer care team numerous times and have been told by several supervisors that the refund was issued on July 31 and that I am waiting on Affirm to process the return of funds. Affirm has confimed multiple times that they have not received anything regarding a refund from SimpliSafe. I have had to dispute the purchase with Affirm because at this point I don't know what else to do. SimpliSafe has not offered any solution to the matter.Business Response
Date: 08/21/2025
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:08/19/2025
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.
After spending nearly an hour trying to cancel service on a commercial property that I have sold I without success I sent the following email to Simpli Safe Good morning, I have sold 1560 Kalamazoo Griffin Ga ***** I need to cancel service When I called in the person could not find the acct I was told to email u for assistance The specifics of the acct are as follows :VIN # of base station is 005C3FD8 I have 3 email addresses ********************* ********************** ***************** The safe word is Zoey **** 4 of credit card is 7829 The monthly charge is $10.59 Please cancel ASAP Thank u Simplisafe says they still cant find my acct but I am still getting charged for itBusiness Response
Date: 08/21/2025
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:08/18/2025
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 cancelled my service after I complained about the price increase and was threatened with an if you cancel youll lose your lifetime warranty on the devices. They immediately disconnected all cameras and devices. At no point was I told service would end immediately. SimpliSafe then informed me that they dont prorate bill cycles because its up to the customer to coordinate ending. Now none of the devices connect to the app and customer service says theres nothing they can do. So, SimplieSafe takes your money, ends your service immediately, and then says that you lose your lifetime warranty on the devices if you cancel - devices you pay for separately in the first place. Avoid at all costsBusiness Response
Date: 08/19/2025
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:08/17/2025
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.
Paid for next day delivery then SimpliSafe slow-walked the shipment in such a way that it will be 5 days at earliest the shipment will arrive.Business Response
Date: 08/17/2025
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: 08/24/2025
No reason for any further delay on the refund. As per the attached tracking information, the shipment was accepted by the **** and now also shows as having been returned. I've had multiple messages from SimpliSafe noting that they normally allow for processing time as an explanation for the delay, which was never even stated in small print. I also attached the shipping label that originally came on the shipment and it can be seen there was nothing to indicate next day service and that any extra money was paid to ***** for next day service so Simplisafe had completely acted in bad faith to do anything to make good on the extra costs paid for next day shipping.
Regards,******
Business Response
Date: 08/25/2025
Hello,
We reached out to ****** and unfortunately were unable to reach them via phone contact and left a voicemail explaining the 1 business day processing and pickup timeframe and that the package was picked up by ***** Saturday after the processing window and Sunday does not count as a business day for shippers and package was to arrive Monday, as previously explained by another representative. We offered to do a full return as ****** previously wanted or refund the shipping charge as they had received the package. ****** contacted back in and chose to return the package, a return label was emailed and refund will take place upon return of order.
If you have any further questions please contact our Customer Support Team.
Thank you,
SimpliSafe Customer Support.
Customer Answer
Date: 08/25/2025
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've already communicated with attachments showing the tracking information on the returned package now in Simplisafe possession. There is no need to delay refund.
Any further comments about processing time etc are irrelevant. SimpliSafe charged for next day delivery, kept most of the money, did not pay for next day to their carrier.
Regards,******
Initial Complaint
Date:08/15/2025
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.
Service was cancelled by phone on 4/25/2025. After cancellation, two monthly charges were charged to my credit card. By phone on 7/17/2025, I requested a refund of those two charges and again stated I had cancelled my service on 4/25/2025. I received a refund of two charges on 8/10/2025 credit card statement but was charged a new monthly service fee of $9.99 on 7/14/2025. On 8/15/2025 I called again to state service was cancelled on 4/25/2025, and requested a refund of the new 7/14/2025 service fee. I have now had 3 phone conversations with some of the most unhelpful people I have ever dealt with. I tried to delete my credit card online but it stated I had to do that with a service *** which I did request it be removed on 8/15/2025.Business Response
Date: 08/17/2025
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: 08/21/2025
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
Regards,****
Initial Complaint
Date:08/15/2025
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 been paying for a security system to monitor my home with cameras and motion sensors. I was robbed and during the robbery the system did not function and I didnt have any footage of the situation . When I called they informed me that I needed to get a police report with itemized stolen items and their values . After I submitted the required reports they tell me that I need to file a complaint with my house insurance company and they are not responsible for my losses ! What is the point of paying for a security system that doesnt function properly and not responsible for anything even if its maul functioning on their part ?Business Response
Date: 08/17/2025
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:08/13/2025
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.
Simpli safe has kept me on the phone waiting for hours. Like 27 hours. In late June they promised me 5 months charged back at 34 plus, 5 months of service reduced to ******* and a 200 credit. The 200 has never arrivedBusiness Response
Date: 08/19/2025
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:08/06/2025
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.
Called customer support to cancel subscription and was hung up on at least three different times, after my accounting information was verified (therefore they will have a log entry showing all of this). And of course, customer support calls are directed overseas. Simplisafe's customer support is perhaps the worst I've experienced to date. #SimplipatheticBusiness Response
Date: 08/07/2025
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 Customer Service
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