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:09/05/2022

  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.

  On September 5th I received an email for a labor day promotion. It is attached. I clicked on the link and was directed to a website with outdoor cameras listed and the banner discount will be applied in cart appeared. After receiving my confirmation email, I saw no discount was applied. I called customer service, was placed on hold for 30 mins with no check ins, and then hung up on. I called back. The first agent I spoke to stayed on the line when I was on hold and indicated that it would only be a few minutes until the claim was answered and the discount was applied. He then came back and said the discount couldnt be applied given fine print in email. That fine print is not readily visible on my email. The print that is does not indicate outdoor cameras are excluded. When speaking to a supervisor, the best he could do after nearly 1.5 hours dealing with this issue was 10% off. This is false advertising, poor issue resolution and terrible customer service.

  

  Business Response

  Date: 09/07/2022

  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:09/01/2022

  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 a SimpliSafe system 3/7/2022 for $672.95, and added additional cameras on 4/20/22 for ******. In late July I upgraded my WIFI to 5G so I could work from home. I was unable to reconnect the security system. I spoke to both SimpliSafe customer service and Spectrum. ********************** said that I would need an additional router that is not 5G to access the security system because their system is not compatible. Spectrum stated they do not have a router capable of connecting to both 2.4 Ghz and 5 Ghz.When I requested to return the system to SimpliSafe for a refund I was told that since I was beyond the 120 day window for returns that was not possible. So now I am left with an incompatible security system which does not work with my WIFI. I have no desire to downgrade or split my WIFI that I work off of, and SimpliSafe has refused all requests for a refund.I would only like to be refunded the cost of the system that I purchased a few months ago. $1048.44

  

  Business Response

  Date: 09/02/2022

  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:09/01/2022

  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 March 22, 2022 I was sent an e-mail from Affirm.com stating they approved a loan for me in the amount of $357.20 to finance a home security system purchased from SimpliSafe, Inc. It was sent to me and delivered around March 30th. I never plugged in or set up the system in my home. I received at least two reminders that I had not set up my system yet. After reading more about the system and how it works, I wanted a system that wasn't totally dependent on my home internet because if the internet goes down so does your security system. I read that if you needed to return the system, you have to return it within 60 days. I took the package to the US *********** and returned it to SimpliSafe, *** through Priority mail on May 11th, 2022. I even requested from the post office that someone sign for the package. According to the Tracking Number on the package, someone at SimpliSafe, Inc. signed for the returned package on May 13, 2022. But I still continue to get harassment e-mails from Affirm.com and they have sent my information to a third party for collection. SimpliSafe, *** can confirm I have never set up their system and should be able to verify I sent the package someone signed for back in May. If I call SimpliSafe they refer me to Affirm. If I call Affirm they say it's SimpliSafe's fault. So I just get the runaround from both of these entities. SimpliSafe provides the system but goes through Affirm for their financing. I want SimpliSafe to acknowledge they got their equipment back andI want Affirm to acknowledge and remove my information from Collection Action.

  

  Business Response

  Date: 09/02/2022

  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: 09/02/2022

  [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:08/31/2022

  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.

  On 8/3/2022 we had a power loss for 3 hours, after the power was restored, the entire base station was reset and no devices were showing on my system. I called customercare and they said it was a one time issue and nothing much can be done about it. I set up the entire system again.Againon 8/31 the system reset and all my devices were missing. On 8/30 at 11:02pm I armed the system using my key fob. At 12:36am and 12:47 am on 8/31 we heard the system say 'System is Armed' while we were asleep. We woke up and checked the app where it said the system was armed using theapp, but we did not do it. On 8/31 morning when I woke up I tried to disarm the system and it did not work. That is when I saw that again all the devices were wipedout and the base station was reset. I again spoke to customer care who was just wasting my time by taking down the information and said they would research the matter and I should again add back all the devices to the base station.This is ridiculous. As a Simplisafe user, I rely on the system and assume that my home is safe and protected by Simplisafe and the 24/7 monitoring service. But in factthe system is misleading us since it is getting reset on its own frequently. What if we were out of town on vacation? We would have no way to know that our home is actually not armed and that the system has failed.This is a huge risk to homeowners that use Simplisafe and is very misleading.I would like an explanation and compensation from Simplisafe

  

  Business Response

  Date: 09/01/2022

  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:08/29/2022

  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 gave been experiencing serious problem with illegal entry. I was home 8/26/22 in the evening. I saw a blue and white flash from the base station. A few minutes later I walked past my front door and saw that it had been unlocked and locked back. I later found out that a maintenance guy was in the unit. I called sinplisafe to inquire about the light flash and I was hung up on 4 time and I was also told that my verification info was incorrect. The fifth time I called I asked for a supervisor. I then found out that the blue and white flash meant DISARM. The signal was sent from the dispatch to my keypad. I complain to him about the service and tried to discontinue my service. He said he could not because my safe word that I used was incorrect with there files. He said I would have to email the **************** There is no contract with sinplisafe. I should have been able to cancel at any time. I next morning I called sinplisafe and used the same safe word I used the night before and had no problem.

  

  Business Response

  Date: 08/30/2022

  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:08/23/2022

  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.

  The camera that was sold to me does not work. It worked at first and then stopped working. I have tried to troubleshoot with customer service and no one can get it resolved. Simplisafe has essentially told me they can only send me another camera ( this will be the third). They have blamed me for the issue and said it is my internet. I have never been so belittled by a company. The customer service rep gives no solution after weeks of dealing with this. I want the alarm system to work like I was told it would, and I want Simplisafe to stand by their product or give me a full refund. Please reach out to me directly so I can speak with someone regarding this experience and figure out to get a resolution

  

  Business Response

  Date: 08/24/2022

  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:08/19/2022

  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.

  On 16 Aug 2022, I submitted an online order to the SimpliSafe website, paid with my CC, and received no order confirmation email. I called SimpliSafe CSR, and I was told there was no order in the system under my email address, yet there was a charge on my CC for $265.57 pending, then it went to paid 18 Aug 2022. On the 16th, 17th, and 18th of August, I called SimpliSafe customer service and get nowhere! All they tell me is they don't have an order from the 16th. On the 17th of August, I called CS to place another order, as they had no record of my first order and gave them a different CC#, as I didn't want any more confusion regarding my second order and second payment. I have reported a dispute with my CC company on this transaction, after calling a third time and requesting to speak with someone who could do further research to determine if my order could have been processed under someone else's name and address, yet charged to my card? Another dead end, as these call centers just have people reading out of a book and have no clue how the whole process works! Which I do, as I work for a company that has a website you can order from and know there's always some kind of paper trail. I plan on contacting SimpliSafe *********** tomorrow morning, 19 Aug, 2022, if, I can get a phone number that doesn't automatically take me to their useless *****************

  

  Business Response

  Date: 08/19/2022

  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: 08/21/2022

  [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:08/16/2022

  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.

  Ive called multiple times and heard different stories. You guys received the equipment July 27 and still no refund.

  

  Business Response

  Date: 08/18/2022

  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:08/11/2022

  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 entire business burnt to the ground and could have been saved. I had a fire alarm with Simplisafe that failed to notifiy the fire department. Even admitted fault on the phone but has since ghosted me. February ******************** for security panel after using key pad every day since 2017 when I began using their service. Alarm said activated that night and I left.Came in morning of February 24th and unarmed using keypad like normal. This was all verified through the online portal. Have a phone conversation confirming this.NO CALL on February 24th about alarm not active even though keypad was working as usual. February 24th received an email copied below explain sometime this year 2g would need to be updated to 4g cell service.THEIR WORDS.."Why do I need to replace this?Your current cell module only works with a 2G network. Based on notices from the cellular carrier, we expect the 2G network in your area to be taken offline anytime before the end of 2022". Nothing mentions it was already taken offline!!!!!!!! Evening of February 24 I leave and set alarm like normal with no errors or warnings. February 24th at **** PM Fire starts in wood neighbor's wood working shop. All verified on camera.February25th about 20 min later smoke can be seen coming out each end of building and soffits. 1h30 min in fire gets called in from someone seeing it from a distance. 2 hours in and fire department arrives. Starts putting water over my unit. Fire had collapsed the building all the way up to mine at that point. No Saving.Around 330 am I receive a phone call from the fire chief looking for a good number for the landlord. NEVER GOT A CALL FROM SIMPLISAFE Sunday February 27th, I finally got a call that said my service has been interrupted. Told by *************************************** that it was their fault and I would be taken care of. 4 MONTHS later and they started billing my card again monthly as if nothing happened. I have emailed and called to cancel with no luck.

  

  Business Response

  Date: 08/11/2022

  "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 *****************

• Initial Complaint

  Date:08/06/2022

  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.

  In June of 2020, I subscribed to Simplisafe's Active Monitoring as part of their home security system. The reason I did this is for their advertised "monitoring" where the authorities would be contacted and dispatched if my home alarm was triggered and I did not notify them that we were safe or that it was a false alarm. Since then, I've paid them monthly for a total amount of $686 to date. This is to protect my family.Last week, while I was out of town, my alarm was triggered at both my front door and master bedroom window. Because it was 4am on the west coast where I was traveling, I was not awake to receive the call from Simplisafe and therefore did not notify them that we were safe. When I awoke that morning, I called Simplisafe to inquire about what happened. The representative informed me that the alarm had in fact triggered, and that they had "tried called the non-emergency line of the local police, they did not answer, so they hung up". They informed me that they gave the police non emergency line a single try, and subsequently gave up on any attempt to send authorities to my address when they were unable to get through on their initial attempt.Upon learning this, I immediately contacted Simplisafe again upon my return home to cancel my monthly service. When on the phone with the rep canceling my account, they informed that "they had actually not contacted authorities, as it was policy to only contact authorities in the event that I answer the phone and provide the wrong safe word". On what planet would someone breaking into my house to rob or, worse, harm my family, pick up my ringing cell phone and attempt to guess my alarm safe word? And they informed me that the first rep on the morning of the alarm had lied to me. It's clear to me that I've been paying for nothing, this has been company deception since day one, and I'm seeking a refund on amount I've paid for this non-existent monitoring. Willing to escalate as far as needed.Thank you,*

  

  Business Response

  Date: 08/08/2022

  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 Answer

  Date: 08/08/2022

  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. 

   

   

  This is not a response. It is simply a message indicating that they will respond. - TW

   

  [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,

  *******

   

   

  

  Business Response

  Date: 08/23/2022

  Hello Mr **************************** appears that we were able to resolve the issue you were experiencing on 8/23/2022. If you have any further questions please let us know.

   

  Regards,

  SimpliSafe Customer Service

  Customer Answer

  Date: 08/24/2022

  [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,
  
  Tristan Walks