SimpliSafe Reviews

The only reason SimpliSafe gets 2 stars is because I did finally receive a refund (after 3 weeks). After I installed most of the sensors I bought, I called in to get help activating the mobile app. Their two-step authentication was a nightmare. For whatever reason it requires a verification code sent by email. The problem is, the company could not send the email. Minutes seem to turn into hours on the phone. Three different representatives actually hung up on me. I was without my 300 bucks and a security system for 3 weeks because of this company. I STRONGLY do not recommend as my current local security company shared a video of a burglar easily disarming a SimpliSafe alarm. The whole experience was a major pain but probably wound up turning out better for me in the long run since there is little worse than a false sense of security based on a company that can't even send an email verification as part of their own standard operating procedure.

When I ordered my system, I was told that the smoke detector would ship out in a week or so separate from the main order. So not true at all. The following week I called to order a CO detector and was told it was out of stock and they didn't know when it would back in. When I question them on the smoke detector, I was also told that had been out of stock and they are sure when it would be in. They told me I could use still, I said that not having those items defeats the purpose of having the system. I them decided to return the items that they sent me being I never used them. This is where the major problems come in. The product had to go to the post office then it gets shipped to FedEx only to go back to the post office in the end. It sat at the post office for 5 days before it moved then it sat at FedEx for a week with no movement. I tried calling FedEx but was told only the shipper could issue a tracer on the item. I then called SimpliSafe and they were no help at all. I asked about my refund and was told they cannot refund until they get the items back but they will not look into what the problem is with FedEx. Two and half weeks out and no refund and I have call them at least 6-7 time about this but help at all. I don't understand why they didn't just issue a return label just for FedEx instead of doing it the roundabout way.

Every time we travel, we get false alarms from either connection issues or sensors falling off the windows. Terrible since we never know if it is a false alarm and panic until we figure out what is going on. Of course 60 day return policy and it's been 65 days since we purchased. Do you research before buying!

SimpliSafe Customer Experience - June 2020
**Please note that later portions of this review are in the present tense, and I reference sharing this with “you” at the end because I was hoping to be able to communicate with a SimpliSafe supervisor. That never happened but I continue to get emails to complete a survey as recently as October 13 so I am choosing to share this in an online review.
Wanting to provide another level of security for my wife and 10 and 12-year-old children, and after considerable research, I ordered a SimpliSafe system on June 1, 2020.
I received the system on June 5, 2020 and began setting it up. I was not able to get the cameras to connect. I called support and walked through all steps to reset them to no avail. I was informed that there was a bad batch of cameras that get stuck with the yellow light and that two new cameras would be sent to me. I then had problems getting my motion sensors to trigger. After about 30 minutes, I again called support and the gentleman walked me through troubleshooting (increasing sensitivity, ensuring I was waiting the entire time for the countdown timer to expire, etc.) He monitored their eventual activation as my wife and I walked and jumped in front of the sensors. Ultimately, he told me I must have bad sensors and that he would send out three new ones. So upon receipt and setup, I had two bad cameras and three bad motion sensors.
I received my two new cameras and I was able to successfully connect them to my internet and get them functioning. We tested them that evening and the next morning. When I returned from work that evening, one camera was offline and would not power on. I tried using different cords from the first two bad cameras as well as different outlets. Ultimately, I called support again and after trying the troubleshooting tips, I was told I would be mailed another camera. That camera was sent on June 10, 2020.
I received my three new motion sensors and connected each to my system. I had the same issue as with the first three. They would not trigger until I was within 1-3 feet of them. It was too coincidental to me that I would receive so many bad items. I decided to research online and after about 30 minutes, I found a discussion thread with someone describing a similar problem and the SimpliSafe rep explained a warm-up period of 1-2 minutes. He stated that if the person gave the sensors 1-2 minutes, he guaranteed they would work. I then tried that with all of my sensors (original “bad” three and new three) and all worked perfectly.
I then received the (5th) camera and plugged it in to set it up. I knew right away it was from the bad batch as it had a solid yellow light. I called support again and the gentleman apologized repeatedly and said he would add on another month of monitoring and would send a (6th) camera to me. I asked him if he knew about the warm-up with the motion sensors and he explained that yes, it is standard for them to need a minute or two before they would register. He apologized that the rep that sent me the new motion sensors was not aware of that. I thanked him for his help and explained that if this 6th camera did not work, I would be returning the system.
My 6th camera arrived and it connected on June 24, 2020 and worked well.
After spending 125 minutes on the phone with support, approximately 30 minutes researching online, and about 2 hours setting up and ultimately testing all 6 motion detectors to learn that they did indeed function, I had a working system.
All of this said, and with a functioning system, I called customer service on June 24, 2020, to explain what I had gone through and to make two requests. 1) I requested an additional keypad to place near my children’s room so that they could easily disarm it if needed. 2) I requested that I be allowed to keep the three original motion sensors after the work I had done to learn how they work. I was transferred to “loyalty”.
I was approved for an additional keypad but told I could not keep the 3 motion sensors. I told him I would then like to cancel and return the system which he quickly assisted with. I printed the label he sent to return everything and I asked if I could speak to a supervisor. Antonio gave me the option of getting a call back in 30-45 minutes that night (June 24) or the following day at the time I would like. I asked for a call back that night and I was assured I would receive a call in 30-45 minutes. We verified my cell number two times. I did not receive a call. (I did, however, spend an additional 42 minutes on that phone call.) I made a follow-up call 48 hours later and was assured I would get a phone call from a supervisor. That never happened either.
I felt good at having additional security for my wife and two young sons. I hoped I would be able to recommend it to family & friends. Unfortunately, at this point, it would be quite the opposite.

Great Products, Great Service and Great Support.

I love simplysafe worth every penny.

The process was quick and easy. Received the package and followed the set up which is user friendly. The staff was great and activation happened with a quickness! Thanks SimpliSafe for keeping me and my family safe!!! ????

We had an issue at my dad's house. He was home when the alarm just went crazy. No break-ins, no issues and no idea why it happened. When I got to Dad's house, I called and talked to a nice enough lady, however she talked over me too many times. I realize they are trained to read from a script, however, some basic common sense and etiquette goes a long way. As a business owner myself, letting the customer talk is crucial, but having someone listen is even more paramount. You can't have one without the other.

Awesome service!

Everybody I spoke with was great. SimpliSafe’s customer service is always top notch - I am so glad we chose this company to help keep watch when we can’t be there.

I love the protection but the cameras, like our old product, eventually the cameras don't pick up motion like they should. By eventually I mean a few months.

Love the attention paid. Great Price great service!