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:07/18/2023

  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 ordered a Simplisafe system and was charged $682.13 on 12 Jun 2023 which included money to have system professionally installed. I called on 14 Jun 2023 before the system arrived to set up the installation and they asked for over $300 more dollars to install. I was given 2 different numbers and spoke to people who did not speak good English for over 90 minutes and they could not grasp what I was trying to tell them so I asked to cancel the order on 14 Jun 2023 and was emailed a return label. **** picked up the system (NEVER OPENED) from my address on 17 Jun 2023. Tracking Number ********************** with **** reflected it was delivered on 21 Jun 2023 but I never received a refund. On 1 Jul 2023 I contacted the company and after 30 minutes and them refusing to let me email the proof of tracking they said they were refunding the $682.13 back to my card. On 2 Jul 2023 they ONLY REFUNDED $456.36. I called back on 6 Jul ************************************* a $256.77 refund. After another 30 min phone call they said they messed up and would refund the remaining $256.77 within 72 hours. Now on 18 Jul 2023 I have still not received my refund and I was charged a $16.14 Interest charge. I had to call twice and speak to 2 different people before (45 min) they could find my account and once again said that I would have the remaining balance of $256.77 by Friday (21 July 2023). I have spent a month trying to get back money for a system I never even took out of the box. I have spent hours on the phone and am still awaiting my full refund. I would like a refund on the $16.14 interest I was charged for failure to refund full amount in a timely manner.

  

  Business Response

  Date: 07/19/2023

  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:07/17/2023

  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 recently installed a SimpliSafe wireless outdoor camera on my front porch. Unfortunately, there is a significant lag time before the camera wakes up. This means that any activity on my porch will not be recorded for at least 15 seconds while the camera wakes up. This appears to be a known problem with the wireless outdoor cameras. I have learned that for the past two years, the company has claimed that this will be addressed in a new software version. Unfortunately, they have not found a solution to the problem yet. I am a disabled person, and it is very important for my security that I know what is going on outside because I cannot get to the front porch. I have tried to reach out to SimpliSafe many times, but I have waited as long as ************************************************************ *****************. When I do reach a customer service agent, they tell me I need to speak to another department and put me on hold. My call is then never answered by another party. I have tried to contact the number online for their corporate headquarters, but that just takes me to the regular customer service line. It appears that no one cares about this problem. For my safety, I need this issue resolved as soon as possible, or to obtain a refund for the two cameras that I have purchased so that I may purchase a product from another company. The products simply do not do what they are supposed to do.

  

  Business Response

  Date: 07/18/2023

  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: 07/18/2023

  [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:07/17/2023

  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.

  I bought a set of simplisafe home monitors and started using them in December 2022 under the 90 day free trial. But I could not hook up the indoor cameras, and other issues. So I decided to stop the trial. I called Simplisafe prior to the end of the 90 day period to cancel the subscription. But they charged $70.29 on March 11. I called the company five times. They are polite, and acknowledged that they should not charge me, and promised refund. In May, they told me that a refund check was mailed to me. It never arrived. I called again, they kept apologizing, and promised to take this issue to management. But after numerous attempts, I never got my money back.

  

  Business Response

  Date: 07/18/2023

  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: 07/20/2023

  [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:07/13/2023

  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 purchased a "new" security system from simplisafe on 7/2/2023. during my purchase i added 2 "new" motion sensors for my system. According to their website, they are smart enough to detect pets compared to humans to prevent false alarms for motion. When i received my system i installed everything and i have already had 2 false alarms for dog motion. upon speaking to representatives they state i ordered the "gen 1" ones and they will have to charge me more for the "gen 2" ones. they also state they send out gen 1 motion sensors by default. I ordered "new" sensors not gen 1 sensors. there is not an option to purchase "gen2" sensors on their website. so they are attempting to fraud customers by saying they didn't pay for "gen 2" sensors, when they by default send gen 1 sensors instead of gen 2 sensors.

  

  Business Response

  Date: 07/14/2023

  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:07/11/2023

  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.

  Simplisafe equipment started malfunction 2 1/2 months into purchase in November, 2022. Repeatedly reported that the system was turning itself on/off, reseting independently from Home to Away (causing alarms to go off when I entered my garage.) Simplisafe FINALLY agreed to send me a new base. Spent TWO hours on the phone with off-short customer service reading off a script. Was told the new base was connected as well as two motion detectors and several window sensor. NOTHING IS WORKING. Simplisafe still connecting to old base despite no batteries installed or is just beeping to indicate no base is attached. SO FRUSTRATED. This was two hours out of my day and the person told me the base was connected. It is not. I want a technition to come to my home or I am going to begin filing ************************** complaints and other trade agency complaints. This company has a 1.4 star rating on ****** for the same issues - junk equipment and NO customer service. ********************** man up and get some American customer service people that actually know how your system works. The Phillipine customer service people had to repeat sentences 3 and 4 times because they didn't comprehend what they were saying themselves. I demanded my money back and was treated horribly by a "loyalty specialist." GO OUT OF BUSINESS and wholesale this terrible equipment to another company.

  

  Business Response

  Date: 07/12/2023

  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:07/08/2023

  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 received a security system with a monthly subscription for monitoring. I wanted to cancel the service and Simplisafe makes it difficult to cancel. You cannot cancel through the app nor online. You have to call. I called to cancel the monitoring service and cancellation was confirmed over the phone and via email. A few months later, one of the sensors stopped working. I called for a replacement. The customer service rep sent a replacement but also restarted my monthly service without my knowledge and never disclosed this to me or asked me. They also never sent an email either disclosing this. After a I noticed the charges on my credit card a few months later, I called to have to cancel my service again. They agreed to cancel my service but refused to refund the money they charged me without my consent. After raising concern about this, they offered to refund a little over half the money charged without my consent but refused to refund the rest.

  

  Business Response

  Date: 07/10/2023

  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:06/28/2023

  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.

  I ordered the Beacon system online on 6/26/23. It was delivered today. Went online before install and saw is now 50% off (promo started 6/26/23 - the day my order was processed). I called and spoke to 3 customer service reps who all said they wont apply the discount because it didnt show up online at the time I ordered it. They suggested that if Id placed the order on the phone with a salesperson this wouldnt have happened. NO such limitation is stated on the offer on their website. I was told that I could return the system and if I order another one before the promotion ends I could get the 50% discount. I reminded them that by their own admission the discount should have applied as my order was processed (per my credit card statement) on the day the promotion started - 6/26/23. This is ludicrous. I couldnt reach corporate because their offices were closed for the day. I will try to reach corporate tomorrow but at this point Im ready to ***** the whole thing and buy a different security system. Price for me is less an issue than customer service. Would I rather they honor their advertised discount (saving me $350)? Of course. But at this point I cant imagine a company this poorly run is going to be any better when it comes to servicing my account.

  

  Business Response

  Date: 06/29/2023

  Hello,

  Thank you for reaching out to us through the Better Business Bureau. We are currently in communication with you to resolve your issue. You should 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:06/27/2023

  Type:Sales and Advertising 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 pay Sinplisafe for home security. I had intruders on my property who stole my car from my driveway. I pressed the panic button and nothing happened. I got in contact with SimpliSafe and was informed that there probably was a communication error because the system was not updated. I had no alerts or notifications of an update. Why would a panic button not work in an actual emergency without warning. This is unacceptable. I was alone at home with my infant and had an actual emergency.

  

  Business Response

  Date: 06/28/2023

  Hello,

  Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue. You will also 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: 06/28/2023

  [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:06/26/2023

  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.

  My simplysafe system stopped working after 2.5 years of having the system installed. The camera won't connect to the base station. This happened months ago. I delayed in calling customer service until my base station started saying there was an interference issue. The base station has never been moved in 2.5 yrs and now there is interference? Nothing new has been added. I contact customer service, spend about ****************************************************************** doing to no avail. He then suggests I get a new base station. I get the new base station, install it and same interference message continues to play on a loop to the point I can't sleep. I disconnect the new base station and call customer service again. I spend almost an hour with the rep doing repetitive steps to get the system to respond. He now suggests I get a new key pad. This is ridiculous! I ask for a technician to come in and fix it themselves and then I was told they don't do that. I'm awaiting the new keypad to see if it works but I'm not optimistic. Meanwhile they are still charging my account. This company is a scam and they have faulty products. I seek a refund for at least the last month of fees and immediate resolution to their faulty products.

  

  Business Response

  Date: 06/27/2023

  Hello,
  
  Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue. You will also 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:06/21/2023

  Type:Billing 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.

  On June 6th 2023, Simplisafe charged my credit card in the amont of $307.89 for the annual Fast Protect subscription The credit card that Simplisafe charged was not provided to the by me as it was a new credit card account. My dispute is as follows.1:How did Simplisafe gain access to my new card details without my consent or knowledge and charged it illegally.2: Simplisafe refuses to delete the illegally gained card details from their system, even after I called 4 times.

  

  Business Response

  Date: 06/21/2023

  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 ****************