Reviews

Review Details

• Review fromMiguel H

  Date: 11/11/2023

  2 stars
  Instead of enabling you to turn service off (cancel) through any of the advanced technology and apps they have, they instead require you to call into their call center which is incredibly inefficient with long hold times. It's a very cheap way to take advantage of people with little to no time to cancel, especially when trying to use systems at scale in real estate such as property management or construction. It took 21 minutes on the phone between hold time and transfers with agents asking redudant questions to cancel my service yet it took less than 21 seconds to active the system. They simply want to make you work to turn off their service which is wildly evident and poor busienss ethics. Secondly, we are a real estate brokerage and property management company and have been trying to use these systems as a means to protect vacant units at scale. Thats not possible if we have to spend 21 minutes everytime we sell a home to shut down the service until we place the unit at a future vacant home. We have realized a high failure rate of the keypads. Some fail within one year while others just outside of a year. When the keypads fail its awful because the screen is dead and the alarm is unable to be turned off often forcing a police run if as there is no way to know in 5 seconds if its a failure is during a scheduled showing or a break in before Simplisafe calls. Replacing batteries will have no impact when the keypad dies, its a paper weight, we have approx 4 dead keypads.The service monitoring itself is good but the cameras are awful. Cameras are touchy and often become disconnected for no reason. The door lock system is pretty nice.They need to trust in their product and service and allow people to cancel their service online. Their entire business plan is marketed based on ease of us and setup producing a great expeirence - why make the potential final impression the worst and most memorable. Silly -

• Review fromHeather C

  Date: 11/08/2023

  1 star
  Constant equipment errors and failures. Also tauts that you can cancel anytime but forces you to wait for a phone call to talk to their rep to cancel or deal with their nightmare call center. Doesnt allow you to remove credit card information for billing and billing continues even after requests to cancel. Processes make it a nightmare to cancel. Equipment frequently fails.

• Review fromMegan L

  Date: 11/01/2023

  1 star
  This company has been charging my card for years because they say they cant cancel my account. I have called numerous times and had no results. I have had to dispute this with my credit card company. When I called today they told me that they could not change it and yet again I would have to email someone. They are making me pay for a service they are not providing. This has to be a crime.

• Review fromChristopher C

  Date: 10/30/2023

  1 star
  Scammy company that makes it as difficult as possible to stop a recurring billed service plan. Devices are useless without that plan. I just ran the gamut with 2 ****** call centers followed ** by some midwest rust belt local salesman named Cruze with the authority to cancel the account Each layer asked different random questions in an attempt to frustrate my efforts. Amusingly enough the first call center couldn't figure out the hold button (I was being "transferred") so I got to overhear the conversation about what to ask me next. At least the last two had good call quality Cruze at least read the room and canceled the plan quickly and painlessly, after 45 minutes of tun around and curveballs. Dont give these scumbags the business, go for a different system. The whole thing is a subscription trap.

• Review fromKatie B

  Date: 10/27/2023

  1 star
  They make it impossible to cancel. It should honestly be illegal. You have to submit the cancellation in the app, then wait several days to get a call. I missed the call and when I called back they wouldn't let me talk to a person - I had to leave a message and hope I wasn't in a meeting when they called back. The second time I tried calling I got an error message and couldn't even leave a message for them to call me back. I've now been playing phone tag with them for weeks and am getting billed again. I'm very familiar with companies pushing on the phone to get people not to cancel, but making it impossible to cancel like this is a first for me. I would steer far clear of SimpliSafe. They should not be allowed to operate like this.

• Review fromAmalia S

  Date: 10/26/2023

  1 star
  I purchased a SimpliSafe system over a year ago and the monitors do not adhere to my doors. I tried to cancel my service within 2 months because the keypad and monitor fell off my back door. They sent me new products. Today, the alarm fell off my front door while I was gone, triggering an alarm. I then learned that when an alarm goes off in *********, officers do not automatically come; you need to call them separately. SimpliSafe never told me that; in fact, I received multiple texts from SimpliSafe warning me that if a false alarm goes off, I will be charged when officers arrive at my home. Essentially SimpliSafe Home Security products have faulty adhesion and can fall off your door. I feel like my home had no protection and I wasted my $$ for over a year.

• Review fromMolly B

  Date: 10/22/2023

  1 star
  Ok products...but the experience of avoiding a paid plan is h*** I bought a few pieces of equipment from Simplisafe (which is hard, it tries to make you buy big packages). I confirmed you can just use them through an app and not pay for ongoing subscription monitoring. You have to use the app to set up the products. The app tried to force me down a path to sign up for a monitoring trial that would automatically convert into a paid plan. Sadly, they already had my credit card because I'd ordered on their website. My advice: order through a third party if you can. I texted with customer service and asked how to circumvent this so I could set up my products. They said I would have to call to bypass it. They said this was no glitch, this was by design. No friends remembered doing this when they set up. Idk if it's a new thing. Hours later, too stubborn to call, I thought I found a way around it but apparently didn't because I later HAPPENED to notice I was enrolled in that trial/plan. They do not send email confirmations of plan changes, hoping you won't notice. ******!I tried to chat to get this cancelled (still don't think I actually opted in, but hard to prove) and despite begging, threatening, crying etc (I really was crying at this point, from rage) they would not budge on making me call to cancel over the phone, despite the fact I was in a verified, secure chat with them. I called and they were actually fairly quick to cancel it for me. I was cheated out of the chance to yell at someone because I'm not going to yell at some random guy getting paid $1/hour--I could hear chickens clucking in the background. Again, they do not send email confirmations, but I see the difference reflected in my dashboard account status. There is no way to delete my credit card from being saved in my account, so I look forward to the inevitable credit card dispute process once they start scamming me again.Wish the *** would get that law about click-to-cancel in effect.

• Review fromRoosevelt M

  Date: 10/18/2023

  1 star
  Their products are not good, but even worse is their service! They will pass you around, leave you on hold for hours, even hang up on you. If your products are not working as they should, their solution is to upgrade or buy new ones. I do not believe they even track customer calls.

• Review fromChelsea W

  Date: 10/17/2023

  1 star
  I purchased over $500 worth of equipment (enough to accomodate the square footage of my home) along with home monitoring. When I received everything and started setting it up, it was fine until I got to the keypad. It wasn't responsive unless I had it a foot away from the base. The specs say the base has an 800ft range, which it clearly did not. I first tried to troubleshoot with Simplisafe via chat. They kept giving me the same steps over and over again. I then called and was told to split my bandwidth, which I did and it still did not resolve my issues. After a couple days of continuous troubleshooting and several calls to customer support, I told them that their equipment had to be defective. They finally agreed to send me a replacement keypad since it was the main issue. When I received it, it did the same exact thing. I even bought wifi extenders and the Simplisafe cameras started going offline. I moved the base right beside the keypad and that seemed to work for awhile, but the cameras were still going offline. Tonight I armed my system and the alarm was tripped, but the keypad had disconnected from the base so there was no chance to disarm the system with the pin. Two minutes later the alarm goes off and I couldn't disarm the system at all, even though I was inches from the base with the keypad in my hand. That was the last straw. I'm sending the system back and canceling my service. I don't recommend Simplisafe to anyone.

• Review fromBarry B

  Date: 10/14/2023

  2 stars
  Its unbelievable to me but after purchasing the SimpliSafe hardware and using the app at no cost for several months, unless you continue to pay $10/month for the app SimpliSafe doesnt allow you the absolute basic function of programming a regular start and stop time for the alarm system. That is punitive.