Complaints

The 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:08/05/2025

  Type:Service or Repair Issues
  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.

  Called in to cancel service. Service was not cancelled and continued to be billed. Called in to complain and request a refund. Was only offered a partial refund. This is insufficient. I can document the fact that the service was not used during the timeframe, and the record of the call.

  

  Business Response

  Date: 08/06/2025

  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
  
  

  Customer Answer

  Date: 08/13/2025

  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:08/03/2025

  Type:Service or Repair Issues
  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 purchased SimpliSafe whole system on Jun 9th 2025, which was offered 50% off the total price and $100 Gift Card after 35 days when I activate their monthly monitoring subscription. And my monthly monitoring subscription was activated on Jun 13th 2025 and 35 days later I waited the $100 Gift Card email from them, but didn't receive it. So, next day of 35 days, which was Jul. 19th 2025, Saturday, I contacted their customer service team by online chatting, and was told that I needed to wait next week days because Jul 19th was Saturday. So waited a couple days and contaced them again on Jul 23rd. Another agent said she would escalate this issue to their promotion team to investigate, and told me to wait another week, which was until Jul 30th. So, I waited again and got any related email or call from them by Jul 30th. I contacted them again next day, Jul 31st by a call. Another agent said exactly the same thing, she would escalate it again and told me to wait another week. I thought that they don't want to resolve this issue, so decided to complaint it to BBB. I want that $100 Gift Card was promissed by them on their website as their Father's day promotion. That's why I purchased it after comparing the cost with other similar companies. So, if they don't give that gift card, I will cancel and return everything. But that dead line I can get full money back is the end of this week, I guess.

  

  Business Response

  Date: 08/04/2025

  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 Service
  
  

  Customer Answer

  Date: 08/04/2025

  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.]
  I don't trust them anymore, because they kept saying the same thing to me already, but no one contacted me for 2 weeks at all. So, I cannot trust them anymore. They have to provide the details about how they promise that offer to me. They have to email me the direct number of their specialist to communicate with me or email me that Gift Card they promissed to me directly. I really want the concrete evidence to prove their promissed offer. 

  
  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,

  Yeonsook

   

   

  

  Business Response

  Date: 08/05/2025

  Hello

  The gift card was sent to the email on file today. The Specialist assigned to your case *****, reached out to you today via telephone and email to inform that it was sent. The sender is Tremendous so please check all inboxes, including spam and junk folders. Please reply to the email received from ***** if you have any follow-up questions.

  Best Regards,

  SimpliSafe Customer Support.

  Customer Answer

  Date: 08/05/2025

  [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:07/17/2025

  Type:Product Issues
  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.

  On 6/19/2025 I called Simplisafe to order security service (PenFed provided 2 mths free) upon speaking with the *** I informed her about the PenFed offer and she applied it to my account I received the package on 7/1/2025 when I opened the box it looked scary to install I called Simplisafe and was told it would be $150 for the tech, so I tried to install it but couldn't get it started so I called Simplisafe to return for a full refund on 7/2/2025 they sent me a return label I proceeded to *** store and sent the package back on 7/3/2025 and called Simplisafe to let them know the return label # and was told I would be refunded in 5 business days (7/10/2025) I didn't get the refund and called back and was told again 5 more business days (7/16/2025) still no refund. The package was received and signed for by "*****" on 7/10/2025 @ 10:48 am, but still no refund just the runaround

  

  Business Response

  Date: 07/18/2025

  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
  
  

  Customer Answer

  Date: 07/20/2025

  [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,
  
  ******* Speed

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  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 products from SimpliSafe in December 2024 and February 2025. My system includes temperature sensors, cameras, motion detectors and smoke alarms. I am contacting you through a complaint because my previous efforts to follow up with SimpliSafe regarding orders and technical issues have been unsatisfactory, with call center staff having limited knowledge of the products, limited English abilities, and low technical proficiency. It included a dropped call and no resolution to my issue. Please consider this also to be the first phase of a complaint/request for refund from my credit card company.I have had a number of issues with the products I purchased. At times the motion detectors would lose connections with the base station causing it to beep loudly in the middle of the night. It would also happen if there was a brief power outage during a storm. There is no way to turn the base station off or stop it from doing this, so it would result in me having to physically remove the base station from my home. These problems were simply annoying, but a disturbing incident last night made me question whether any of your products are fit for purpose. The upstairs smoke detector went off at about 4 in the morning, which caused the base station to beep in the basement. There was no smoke, I was woken up, and I struggled to turn off the beeping with your app. Meanwhile, the person in the upstairs heard nothing. If there was a fire, he wouldnt have been woken up. Almost as bad, if I were traveling, I would have been led to believe that my house was on fire and would have called the fire department. Please spare me recommendations to search your forums; I have. I want to speak to a technically competent native English speaker who understands the issues. I will probably be pursuing a refund, but I want to see if something can be done.

  

  Business Response

  Date: 07/17/2025

  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:07/12/2025

  Type:Service or Repair Issues
  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 prior to purchase said with no cost "self*monitoring," can manage devices via base station / app. I couldn't sign up for self*monitoring, is an option during set up via app. Set up app automatically selected top plan, billing $49.99/mo * it's a "promotion" * customer can't change. The app during set up offered to save ***************** contact to phone contacts, said yes, but instead, app tried to copy nearly 1000 contacts FROM my phone. I said no, so was unable to access ***************** contact info at all. Upset, I called Support (answering message recording offers to send their privacy policy * because the app steals data from phones) need to transfer, call dropped. I called back * call dropped. I called again, asked to speak to a supervisor * 4 tries (call dropped the other 3) to connect to supervisor. He says option to choose subscription plan is in app * it is NOT. He says ***************** contact info is available in app * NO, only if Simplisafe copies ALL your phone contacts first * extortion! I was transferred to "specialist" to "downgrade" plan I didn't choose * to "self*monitoring," where you can use the app/base station to manage your devices * $9.99/mo. If I had been told that in sales call, I probably would have accepted, but discovered after the change and saw charges on app. Turns out, $0 cost means no device management via base station/app. Unreal! Tried to chat with a rep * no help * provided different phone number * to same *************** To cancel for refund, had to cancel $0.00/mo "subscription" with no functionality. Talked to 8 people with 8 different stories about app functionality/cost. They are using a bait*and*switch on monitoring plan * it's nearly impossible to change * and are stealing phone data via the app under cover of their "privacy policy." They are a security company with A+ rating * misleading customers to take data and $$. Support deliberately non*functioning. ******! Returning for promised refund.

  

  Business Response

  Date: 07/13/2025

  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:07/10/2025

  Type:Product Issues
  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 am writing to formally lodge a complaint about a billing issue with Simplisafe.com.On April 20th, 2025, I purchased a system from Simplisafes U.S. website and expected to be charged $******. Instead, I was incorrectly charged $510.96. The error occurred because I also have a UK account with **********************, and I was mistakenly billed ****** to my U.S.-based **************** card, resulting in the inflated USD charge. I have attached receipts and a screenshot from my bank to support this.Since then, I have spent over 10 hours on the phone with various Simplisafe representatives attempting to resolve this. Despite my efforts, I ultimately returned the entire systemand yet, I have still not received a refund.The customer support process has been extremely frustrating. The system appears designed to prevent customers from speaking to the same representative twice, and no one has followed through on resolving my case. Ive received no consistent communication or meaningful support, and Im now left with no choice but to escalate this issue further.

  

  Business Response

  Date: 07/11/2025

  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:07/08/2025

  Type:Customer Service Issues
  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.

  ****** and failures in processing refunds in a timely manner - 5-7 business days.Emails to customer support are answered by BOTs and unsympathetically.Last message was: "We understand where you are coming from."Nothing else.

  

  Business Response

  Date: 07/09/2025

  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

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service Issues
  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.

  On 04/20/2025, I decided to switch to SimpliSafe from ***. When I purchased the product, the company was offering a $100 promotional gift card with the purchase of their system, after 35 days of professional monitoring (which has been on since the system was activated). To this day, 07/08/2025, I have yet to receive the promotional gift card. I have contacted the company 3 separate times, and I get the same answer. The answer from them is I will refer this to our team to get this resolved, and you will hear back from them within 5-7 days. The company has failed to support their promotional sales, and there are several complaints regarding similar instances. I will not refer this company to anyone, and I will also be canceling my service if it is not resolved soon.

  

  Business Response

  Date: 07/09/2025

  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

  Customer Answer

  Date: 07/14/2025

  [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:07/05/2025

  Type:Order Issues
  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 deactivated my ********** account in the last 35 days I spoke with a representative that I was receiving new security services on June 7 th 2025. I no longer needed this service due to simplisafe increased their monitoring fees. I am owed $124.00 because I have another security service company that includes monitoring services for $29,35 a month. Please investigate why simplisafe continues to withdraw funds from my banking account through **** when I have terminated services with simplisafe. Respectfully Chief Price Retired *** US Navy

  

  Business Response

  Date: 07/06/2025

  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:07/04/2025

  Type:Sales and Advertising Issues
  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 decided to phase out the original security system we had been using for years; switching us over to their latest and greatest Gen3 system. Since day one, the new system simply does NOT work as it should. We are unable to access our account from ANY platform, be it online via laptop, phone, or etc. Doesn't make any difference as to the browser. Basically, the service for which we pay a monthly fee is stuck in limbo with our home security hanging in the balance. We will begin chargebacks for any further billing that is auto paid; as we cannot access our account to even stop their grift. Can anyone say CLASS ACTION? What a quick ride downhill SimpliSafe has taken.

  

  Business Response

  Date: 07/07/2025

  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 Answer

  Date: 07/07/2025

  We simply cannot login to our account. We enter email address, password, then input the code received via text, but when the page for entering our primary code comes up and the 4 digits are entered, the page acts as though it is doing something for about a minute or two and then the same blank 4 spaces remain, now empty again. Bottom line: our account cannot be accessed online, and the app doesn't work on my phone. Similarly, if I try to login via the site using my phone, it's the same futile circular dance as experienced using the laptop. 

  By the way, providing a link to others voicing similar issues isn't really a means to resolving the issue via a solution; rather, such merely perpetuates the runaround, deflection, and absence of actually providing a solution. Though it is possible that although we have previously been able to login on this computer `as it sits', perhaps Simplisafe has created some process which no longer allows us to use the security means we have always used. However, if SimpliSafe's solution is for users to shut off the many layers of protection utilized for safe online work, then the company should rebrand as ************. Seriously, why would anyone find it reasonable for their alarm security company to require such an absurd premise? 

  DC

   

   

  

  Business Response

  Date: 07/23/2025

  Hello,

  We spoke with **** on July 7th, we were able to identify that the new system received after it was updated somehow **** was able to update the account number as well switching a B to an 8 which led to the system not able to communicate online with ****. We explained the situation and updated the account number correctly giving full access online to the system via app or website account. 

  If you have any further questions please contact our Customer Support Team.

  Thank you

  SimpliSafe Customer Support.

  Customer Answer

  Date: 07/23/2025

  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. 

  The ongoing and unresolved problem is simple: our security system, for which we pay a monthly monitoring fee, continually announces the error message: Internet Interference Detected. What this means in practical terms is that the very sensors that would trigger an alarm and thereby provide the service of safety for which any such system is used, are dropping in and out of contact with the SimpliSafe base station. As such, for all anyone knows, the backdoor and/or the sensor on my kids' windows are NOT providing me with the service stipulated by any alarm and security company. 

  The previous generation of sensors would trigger an alert concerning low batteries, and would do so by specifying the failing sensor in question so one could then address the battery issue. This system just starts announcing over and over again throughout the night that there is wifi interference; never specifying which sensor(s) is experiencing this jamming. This, in turn, makes troubleshooting where the problem resides an absurdity. We have moved the base around, done the little end-user dance, and have even phoned in so as to seek remedy; all to no avail. In fact, on my last call I was told that they would dial the signal frequency to a different lower band frequency and that the issue would be solved. Well, it has not been solved. As such, SimpliSafe is not providing protection; as their latest and greatest generation of components are not doing what they are designed to do. Eventually somebody is going to experience a serious issue due to SimpliSafe's malfeasance when their home or business is breached while the sensor needed to have averted such a breach was experiencing null contact with the system's base station. This has Class Action written all over it, and I suggest that SimpliSafe get with the program and manage a software update, patch, or fix that ensures their sensors are doing what they are supposed to be doing.  Seriously, when the latest and greatest incarnation of a product is less functional and more lacking in operational certainty, one has a problem. When such issues manifest in products and services designed to enhance customer safety, you have a problem on a completely higher level. No auto maker would contract for ********* with a company that provides belts that break in half with a 3 pound pull; and any auto manufacturer that knowingly opted for such an inferior product would soon find itself liable in a major way. What I do know is that I am paying, as are MANY others, for monthly monitoring services, and this issue means that such fees are being collected for a service SimpliSafe cannot legitimately say will be provided. 
  
  Regards,

  ****