SimpliSafe was founded in 2006 in Cambridge, Massachusetts, by Chad Laurans and his wife Eleanor. After several of their friends’ homes in Cambridge, Massachusetts, had been burglarized, this pair of Harvard Business School students decided to create their own alarm system that was easy to use, as well as affordable. Chad designed the system and had friends provide feedback regarding the units and operation.
Originally, the Laurans began working on the products in their living room between 2006-2008. In 2010, the company had annual revenue of $1.4 million. By 2013, it was $38.5 million. 
Today, SimpliSafe has more than 300 full-time employees and the company states it has 300,000 clients. CNET listed SimpliSafe as one of their Editors’ Choice for home security systems. In 2014, the company took the #2 position on the Inc. 5000’s list of Fastest Growing Companies in America.
In 2016, SimpliSafe integrated with the NEST Learning Thermostat. 
The basic SimpliSafe system is installed by clients and monitored both by the client via their smartphone or computer, as well as by a monitoring team.
In January of 2018, the company introduced a third-generation version of its product line. The updated sensors are half the size of the previous version and have twice the range. Earlier models worked on a cellular connection, while the new third-generation system runs off of both cellular and Wi-Fi. The company also announced plans to launch a video doorbell, smart lock, outdoor camera, as well as integration with Amazon’s Alexa system.
In February 2018, SimpliSafe said they had stopped offering a discount to members of the NRA in response to the school shooting in Florida.
After several ignored emails regarding a back order situation, I finally had to call SS to find out status of items. Lo and behold! items were to be shipped that day or the next (what a coincidence). Spoke with Kyle in (non) customer service and got the usual phony telemarketer empathy. I asked who I could speak with to register my complaint and was told he didn’t know, but would find-out and email the contact info. Below is the copy and paste of the email from Kyle:
Simplisafe – Complaint (from Kyle B. on January 8th, 2020)
Leo
Per our conversation I did check on how you could put in a complaint with upper management. I was advised to direct you to send in your complaint to 294 Washington st 9th floor Boston, MA 02108. This will go directly to our headquarters. I do apologize again for not being able to produce a direct line for you, but i do hope this will suffice.
In other wards, send a letter (!) in the mail to no one in particular.
And I’m supposed to trust my home security with these people?
Real buyers remorse.
Hello. I recently purchased a SimpliSafe system for my home located at 111 Shell Lane, Jacksonville, NC 28546.
Today I attempted to contact your customer service on 3 occasions. Unfortunately, I was put on hold and never got my question answered. I spent a total of 2.5 hours and never received help.
At this point, I am ready to return the system I just purchase because of poor customer service. Please have a rep call me so that I can arrange to return the system and get my refund, per your 60-day money-back guarantee. Thanks.
Company is better than most. Customer service is wretched. Their messaging service is nonexistent. They can’t simply send you a message like everybody else on the planet. Seriously, I was under the impression that this was a company from some primitive backwater that had no access to cellular phones. That it’s Harvard business accounts for the wretched customer service, but even if Harvard business is a moral swamp, they could have hired someone from one of the smart universities down the road to teach them how to use messaging on phones that have progressed from number pads. I am using them and will stick, but I hope they find someone to bring them into compliance with modern technology, like hey, integrating with… oh, who am I kidding, they can’t send messages, everything else is way, way beyond them.
Oh I hardly agree with you. Their customer/tech service is a disaster. Totally frustrating and disgusting. I can not see how they are still in business.
I had nothing but frustration since I purchased their equipment and had it installed by their recommended Hello Tech, most unprofessional, self-taught quick and easy, take the money and run…
Still nothing works the way it should, calling their customer service, forget it, after 22 minutes on hold, you get promptly disconnected. I wasted $ 484.00 plus $248.00 for installation.
After numerous complaints, I was able to receive a refund from Hallo Tech of $79.00, but the Video Door Bell Install was a complete failure and I still should be reimbursed for the additional $79.00. They just come in and stick all the sensors, control board and sirene, motion sensors, and a few hours or days most of them falling off the wall. I would not recommend this company to any of my enemies.
I purchased the system last year. Somehow they did not send me the Camera. I had to ask for it when I saw the ad.
I ordered another Camera.
The Camera did not seem to fit right, I called and sent both Cameras back months ago.
I called many times and the person said he will check and let me know.
Next time I called they said, Since the Credit card has changed, we will send the check to you but it will take about 2 months-this was in March 2019.
I ahve called several times and after being on hold for two hours the -So called”Supervisor” never came on line. I was told that they will call back in 15 minutes.
I called many times and the same response that someone will call you-within 15 minutes.
Someone name Grant sent me an email saying that-
Thanks again for your email. My name is Grant, I understand you have placed an order for two cameras and have no received it yet. No problem at all I would be happy to assist you.
Please reply back with your order confirmation number you receive when you originally placed your order, the number will begin with a WQP.
If you have any questions or concerns, please do not hesitate to reply to this email OR you can give us a call at 1-800-297-1605. We’re open 7 days a week. Mon-Sun 9AM-12AM EST
I called for Grant and again I was told that he will;l call back in 15 minutes- I called this morning about 3 times, the person was trying to he;p but the phone cut off each time he put me on hold.
I called again and a person name Walter took all the information again and gave me his extension. He said he will send me an email..
Should I trust this Company which has this kind of Customer Service?
I asked Walter to return one camera which came with the original order and refund for the second camera-if you can not return both cameras.
Let the owners and CEO be the Judge if they would trust a company with this type of Customer service.
They are AWFUL. Customer Service SUCKS. I am a long time customer but now looking for a better company
Earlier in the day I had written an email that was critical of SimpliSafe and the lack of response and perceived indifference by your Tech Support Staff.
This afternoon, I was finally able to speak to a Tech Support Rep. named Eric who was very helpful, knowledgeable, congenial and conducted himself in a very professional manner. He was able to assist me and resolve the issues I had with faulty sensors, as well as, answered my questions and addressed my Simplicam concerns that your Tech Support Email Group has yet to address after four days.
Thank you again Eric. Your dedication to your customers has singlehandedly restored my trust in SimpliSafe.
As of this date, I have been a SimpliSafe customer for one week. During the initial setups; Etc. Simplisafe’s Customer Service resources were responsive and supportive. But, after the system was tested and working, it seems like their Tech Support staff is telling me to “go away son; don’t call us, we’ll call you”! Why, several emails to Tech Support requesting assistance have not been answered, waiting times for calls to Tech Support exceed 45 minutes until I finally, due to disgust, had to disconnect the phone call. There’s no excuse for this!
Is this a Simplisafe Executive Management business culture issue? The ‘standard of conduct’ is established and directed at the company’s executive management level then transferred to lower level management for implementation. Therefore, are the employees following management’s lead, is this simply lower level management’s failure to manage their resources or is indifference SimpliSafe’s business culture? In any case, it’s unacceptable.
The bottom line for me is this, SimpliSafe, you have one week to address my issues before I return your equipment and request a full REFUND. If you care you’ll respond, if you don’t then I’m forced to believe my assertions are spot on.
If that’s the case, you don’t deserve to be paid one cent of my hard earned money!
Today I sent an email for the FOURTH time trying to reach someone about a bill we received from the Los Angeles Police Department for $266 DUE TO FAULTY EQUIPMENT. Our alarm went off one day last month around 5:30pm and we requested the police dispatch (I was actually very distressed that day thinking someone had broken in) only to find nothing had been disturbed and there was no sign of forced entry. The next day, the same motion sensor went off again at the EXACT SAME TIME as the day before. This time we denied police dispatch and when I called to find out what was going on, I was told that it was probably due to a low battery! How the heck are we supposed to know that it’s time to change the battery when the keypad never told us that and there was no little beeping noises coming from the sensor? The representative didn’t even sound like she knew what she was talking about when she said it was probably due toa low battery, I didn’t know that the low battery alert was even supposed to show up on the keypad until I called in again later after receiving the bill! I’m really pissed off that no one has responded to my emails, why should I be held responsible for a bill that was due to faulty equipment? Simply outrageous. I was told to email the bill to reginald.mccellon@ simplisafe.com, then angel.rivera@ simplisafe.com and I still have not received a response from them or anyone. We had simplisafe since November, just 7 months, and we were happy with it until now. If simplisafe doesn’t own up to this and take care of our bill, we will take our business elsewhere and will no longer be recommending them to friends and family.
I have been using their systems for a while. Unfortunately, they only work intermittently. When I call to complain it seems as if customer service is reading from a script. I recently had appliances stolen the day after they were delivered. The alarm was set the entire time and did not go off. Yesterday, I had the replacement appliances stolen again! When I tested the motion sensor it did not go off until I was 3 feet away. Criminals know that these alarm systems are useless and see this as an opportunity to steal property from houses that have this system. When I notified the police about the break in they advised that this alarm system is useless and that I should go to another company that is more reliable. I am a small nonprofit that rehabs houses for low to moderate income first time homebuyers. I do not have the funds to keep replacing appliances. Now I am out over $1500 because I relied on a security system to actually work. When I asked the supervisor at SimpliSafe if I could be reimbursed for my appliances I was told that all they could do was replace the motion sensor (for the third time now) and waive the monitor fee. Needless to say I am VERY DISAPPOINTED in this company and will NEVER recommend them to anyone. I would like for someone at the corporate office to contact me with regards to the issues that I have experienced.
The Simplisafe warehouse you have in Braintree Ma has employees that sell marijuana inside the warehouse it smells of a lot of it when I went to vistit the place and I also seen a supervisor that work there I have names of the people pictures and a lot of evidence to make a case that warehouse should be under investigation Also employees tried to sell me pills and offered to sell me drugs , and others that smelled of alcohol and doesn’t do what they are suppose to be doing I’ve met with the owner Chad of the company also that location is not in any condition to continue to ship packages out of that warehouse I’m just letting you know what I’ve seen inside the warehouse
I purchase a SimpliSafe system on 1/22/2019. The system came with a “free camera”. After receiving the system I found that I could not connect the base station and after making several calls I was told to remove the base of the system, remove one battery, then remove the top of the base, disconnect the circuit board, remove the plug and re insert the plug, still would not work. The technician said she would send me a new Verizon board because the company was having trouble with the current model, and I would have to install it. this is a brand new system!!! On top of that the “free camera” did not work. After several phone calls I decided to return the system. My final call was to someone called Alex, who pretty much sang the corporate line that there was nothing he could do. Wonder why companies go out of business? Stay away
To buy your camera, do you have to buy your plans , for this camera to work or not .I can hook it up to my iPhone with out your plane
Since installation, this product has ceaselessly malfunctioned. I have called support numerous times, only to be told something different by each person who I spoke with. Each time I have to go through endless set/reset, take battery out, put it back in, turn it off, turn it on. . . . and once, yes, actually wave a sensor in front of the base. Guess the CSR got his giggles in for that day. Guess what? Still doesn’t work properly. Censors are bad, camera disconnects, app won’t load. And, adding insult to injury, they choose to offend a substantial portion of their customers because they do not understand the 2nd Amendment? Abysmal experience, abysmal people. Stay away from them.
I have had no issues with the SimpliSafe security system, but of greater importance is the overall viewpoint of your customer base. To that end, your company’s recent decision to renounce National Rifle Association (NRA) discounts is shocking and, at the least, evidence of SimpliSafe’s viewpoint discrimination. The NRA was valuable in promoting your organization and the reason I purchased your product. Although I acknowledge differing viewpoints, I ask that you respect mine as I rethink a new security system for my home and cease recommendation of yours. Since customers are your main source of revenue for the company, it is important customer viewpoint be heard.
Bought my simplisafe security system in 2013.Good product, I will be switching to a competing security system, after learning your cutting ties or discounts to NRA members. The NRA has commited no crimes.The second amendment gives us our right to bear arms.Your going to lose a lot of customers. Bye Bye Simplisafe
I will never do business with this ANTI-AMERICAN COMMUNIST COMPANY again…….
I was disappointed to learn that Simplisafe is cutting ties with the NRA. I don’t have an issue with your product, but as Simplisafe no longer values customers like me, I guess I’ll be cutting ties with Simplisafe and taking my business and money elsewhere.
Our family had considered purchasing SimpliSafe products, but having learned that your company supports the NRA, we will take our money elsewhere. I know many people who own firearms, but also disagree with the NRA on issues and would never be a member of their organization. I thought SimpliSafe had a nice product line, but if it continues to be a friend of the NRA and its support of killing machines like the AR-15, then I cannot in moral conscience buy your products. Protecting my family does not mean buying weapons like those used in Sandy Hook, Orlando, Las Vegas, Parkland, etc., it means having a security system that we deem adequate for the security needs of our residence/area. Please let me (and potential consumers nationally) if your corporation changes its support. Thank you.
I’m not an NRA Member but your falsely blaming the NRA ?
So here’s the truth behind it all…
Hyla Cass, M.D.
Author and physician practicing integrative medicine
Is it Drugs Not Guns that Cause Violence?
huffingtonpost.com/hyla-cass-md/is-it-drugs-not-guns-that_b_2393385.html
Sandy Hook Elementary School Shooting , Antidepressants , Drug Side Effects , Gun Violence , Newtown School Shooting , Healthy Living News
With the media fixated on guns and violent video games, Connecticut’s chief medical examiner says he’s seeking genetic clues to help explain why a shooter killed twenty children and six adults in a Newtown elementary school. 60 Minutes reported that Adam Lanza was taking prescribed medication, but the mainstream media failed to follow up on this.
Sure, guns are rampant, too easy to get, and should clearly not fall into the hands of mentally disordered people, and violent video games are priming the pump – – all issues that I deem important to address, but I will leave that to all the others who have done it justice to date.
A common thread amongst the most horrific school shootings of the past 25 years is that the majority of the shooters were taking a psychiatric medication.
As a psychiatrist who is all too familiar with this issue, I am dismayed at this oversight, and believe that these tragedies should also contain some lessons going forward – both for the public and for prescribing doctors.
These drugs do not always cause violent behavior, of course, and in many cases, they are used to treat it. However, certain medications, such as Prozac, have been linked to increase risk for violent, and even homicidal behavior. Several of the most tragic cases of violent murder by prescription takers should be noted.
Many legal cases, with closed books due to settlement, doXXXXent cases of suicides and homicides in individuals who had not been violent prior to taking medication, and often they were newly prescribed or on an increased dose.
Below are some of the mass-murderer statistics (thanks to Deborah Merlin and her book, Victory Over ADHD ):
The Virginia Tech shooter murdered thirty-two. Cho was prescribed the antidepressant drug Prozac prior to his rampage.
Jeffrey Weiss went on a shooting rampage on March 21, 2005, at Red Lake High School that left ten dead, including him. Earlier that day, Weiss had killed his grandfather and his grandfather’s girlfriend. He was on Prozac and the dosage had recently been increased.
Eric Harris, one of the killers at Columbine High School, was on the antidepressant drug Luvox. Court records show that the prescription for Harris had been filled ten times between April 1998 and March 1999.Three and a half months before the shooting, the dosage had been increased. The Physician’s Desk Reference records show that during controlled clinical trials of Luvox, manic reactions developed in 4 percent of the children given the drug.
In Houston, Texas, Andrea Yates drowned her five children while taking Effexor and Remeron.
Christopher Pittman shot and killed his grandparents at age twelve. He claimed a voice inside his head told him to kill his grandparents on November 28, 2001. Christopher had recently started to take Zoloft to treat mild depression.
A more complete list can be found here.
Is It the Illness or the Drug?
A recent study of reports to the FDA of drug-induced violence has demonstrated that antidepressant users have an 840% increased rate of violence. See also Robert Whitakers’ article on the subject.
The National Center for Health Statistics (NCHS) reports the rate of antidepressant use in this country among teens and adults increased by almost 400% between 1988-1994 and 2005-2008.
Despite international drug regulators warning that these drugs can cause mania, psychosis, hallucinations, suicide and homicidal ideation, Congress has yet to investigate the role of psychiatric drugs in the vast majority of school shootings. Could this be due to the enormous influence of the pharmaceutical industry on the media? Has there been a purposeful media black-out here?
A 2011 article in TIME magazine notes that “when one particular drug in a class of non-addictive drugs used to treat the same problem stands out, that suggests caution: unless the drug is being used to treat radically different groups of people, that drug may actually be the problem.”
The article cites 10 drugs from a study by the Institute for Safe Medication Practices which is derived from data from the FDA’s Adverse Event Reporting System which identified 31 drugs that are disproportionately linked with reports of violent behavior towards others. Two common ones are:
Fluoxetine (Prozac) The first well-known SSRI antidepressant, Prozac is 10.9 times more likely to be linked with violence in comparison with other medications.
This next one is particularly scary, since it’s for smoking cessation– a seemingly good trade-off until you read the stats: The anti-smoking medication Varenicline (Chantix), affects the nicotinic acetylcholine receptor, which helps reduce craving for smoking. Unfortunately, it’s 18 times more likely to be linked with violence compared to other drugs — by comparison, that number for Xyban is 3.9 and just 1.9 for nicotine replacement.
Where to From Here?
While I am trained and licensed to prescribe these medications, I prefer to avoid them whenever possible, instead prescribing the natural precursors to the brain chemicals needed to restore balance. Believe it or not, they can be as effective as medication if not more so, and without the dire side effects. Doesn’t it make sense to put back what is needed rather than cover up symptoms with strong chemicals that can cause harm? I have all too often seen that when a patient complains of side effects, the doctor increases the dose, with ensuing negative effects. There are excellent studies in peer-reviewed journals, covering vitamins, minerals, amino acids, and herbs for psychiatric purposes. A good summary with 107 peer-reviewed citations can be found here.
If one is going to be scientific about the use of these powerful drugs, there are tests that can be performed to fine-tune the diagnosis and choice of medication, and help determine if there is likely to be an adverse effect: Electroencephalograms, SPECT scans, and genetic testing that all help select the more appropriate drug for the individual.
My own bias is to test regardless, but then to treat as naturally as possible, working with the body’s own chemistry to optimize brain function. And for those either considering medication or for prescribing physicians, I urge you to consider the possibly tragic downsides first.
Warning: Never discontinue taking stimulants or antidepressants without first consulting your health care professional. The withdrawal symptoms can be more severe than the adverse reactions to these medications; therefore, the process must be closely monitored by a physician or someone licensed to prescribe medications. In my own practice, I have found the use of specific supplements in the process can be especially useful in countering the withdrawal effects and shortening the overall process.
huffingtonpost.com/hyla-cass-md/is-it-drugs-not-guns-that_b_2393385.html
Huffington is an ultra-liberal entity whose reports are tainted and should not be believed in their entirety.
Disappointed in 2018 costomer service! We have purchased three simply safe systems that have worked with some minor glitches. Customer service has been very good from 2005-2007 for the most part. SInce 2018 their has been a serious issues with four of our contacts with customer serivice and even with one supervisor that were totoally unprofessional and biligerent with ” serious attitude” just trying to get clarity on some concerns on how to resolve our contact information. I have asked to get information on who to contact above the regular customer service number( District office)? and have yet to get a response. We have lost considerderable confidence unfortunately in customer support that was very good until now.
I paid OVER $500 for this system thinking this was a reputable company. I have 3 sensors in my Garage I installed to protect our cars from a break-in, they have been going into fault almost EVERY day, The upstairs ones are fine, so I asked if they were temperature sensitive 3 days ago, NO response, also a water sensor I could not locate near my water heater as stated because it kept going into fault, so now it’s near my basement wall. An extra siren I purchased that doesn’t work OR respond to their instructions to include it into my system. I bought the with the intentions to have monitoring, I can’t with all these faults & who knows if the cold sensor works. I did get some help per a phone call. My suggestion all the people who purchased this system in good faith, that we start a Class Action Suit & make this all public knowledge. I will leave my email & contact Mitchell my Family Lawyer & ask if he will pursue this. shooter_9mm@ yahoo.com
I have NO positive things to say about my experience. I had to have both key fobs replaced, for the 4th time, I think for one, 2nd at least for the other. I did receive replacements, BUT I can’t get them to work and NO ONE ANSWERS THE PHONE! NO ONE RESPONDS TO EMAIL REQUESTS FOR HELP.
I’m writing the company. There is no excuse for having to be on hold for 7 to 30 minutes, NEVER to get a person.
There is NO EXCUSE for not responding to the five or more WRITTEN requests to customer support for help.
Worst customer service I have EVER experienced!! The system is NOT up and running, parts don’t work and I can’t get ANY response from them. I am shipping it back and contacting my CC company to remove the charge. This company is useless!!
I have 3 systems and have been with ss for years. They were the best customer service company I have ever had experience with and the products were second to none. Now as we go into 2018 SS is the very worst customer service company I have ever experienced. It is like a 3rd world country. And now for the first time I am replacing new parts regularly that do not seem to be holding up. Something really changed this last year and I not only would not recommend them to anyone but would say run not walk away from this company
I am requesting a District Manager to contact me regarding the issue with our account and the manner in which it was handled!
I have read all the negative comments. I suppose time will tell, but so far SimpliSafe has been there when I need them. They take all the time I need to resolve a problem and remain polite. To date I have no negative comments about the associates or equipment.
This is a scam. I installed and was told a defective base station replacement would be sent the next day. Did not get it…customer service sucks and then when ask to speak to ceo or coo they cannot give me that info….screw them if they are too important to talk to a customer. I gues the husband and wife missed the customer service course .
Thanks
I have found the system and program to be a fraud. It says it is monitoring and it’s not even in communication with simple safe network. They gladly take and how many more thousands of monthly payments for monitoring knowing that the system isn’t working. This is fraud knowingly. When you call because the system is not working they tell you it’s your responsibility not theirs to maintain and install system. You pay for monthly monitoring and get zero return. Then if your home is broken into its on the customer according to customer service. At no point did simple safe take responsibility for any of their system failures! It’s easier to blame customer. They are quick to try and get you to leave their company as according to them “you’re just not a good fit”. Why because you want what you’re paying for to feel simply safe at the end of the day!!!
I ordered my system the other day. I haven’t received it yet, but I am thrilled to finally be able afford it.
I am a little disappointed.I called and asked to be part of the promotion for a free camera when you buy any system, advertised this week. I felt this was a reasonable request since I haven’t even received my purchase yet.
I was told no, and given a link for camera packages. A little disheartening.
I purchased my unit on 9/24/2016 spent over $300.00 excluding monitoring charge of $25.00 month, and its a piece of junk. When I call I’m on hold for very long time up to 30 minutes and still can’t get unit working. Tried leaving my name and phone number to get a call back and of course no return call. I called the other night because my unit is not working again, was on hold for over 20 minutes then someone picked up the line didn’t say anything then put me back on hold. I want my money back!!!!!!!!!!!!!!! This is a big rip off and I set my alarm off just to see if the ” supposedly ” monitoring service would call me, THEY NEVER DID. That is a scam. Everybody that has complained about this company report them to the better business bureau, then we all get together and file a class action law suit. THIS IS A RIP OFF !!!!!!!!!!!!11
I agree with you….I connected my system on NOV 9th on my second home. On DEC 27 I decided to check on the monitor from home, and see that is says off. OFF? Then I check those mesg. they send you on the activity of the alarm. I seen that it was triggered and key entry set to turn it off. By this time…im very confused. There is no one at the house, my husband is in California. We don’t have any family or friends here in the mountain in WA state. So….I ask my self how can that be? How could someone key in the codes, the only 2 people is myself, and husband who is away. On further research, I notice the 3 Mesg. It was dated on 6/18/2018. On the 28th of Dec, I go to my second home to see what is going on, I don’t really notice anything unusual, except…..I don’t see my small generator, but I was doing some work on the house over the summer, so……1 of my worker might have moved it.
Well…as I said I bought and hooked up on Nov 9/2019…..again how can this be? I checked my pass code for the key pad….wellllllllll. It was not my pass code…….what the hell is going on. So……..calling simplysafe, I was on line for 53 min, and someone pickes it up then hang up….total of 3 waiting time? almost 4 hours. I finally got someone, explained all that I see. Well……..Its must be something I did. After talking with her for about 30 min, she hangs up.
By this time im so frustrated. I try again ……I got another lady on the phone, explained what I seen…………..It turns out, The tech I gave the ups code to entered the wrong #. To find out that I didn’t have security system to the house from the time I was supposedly connected to the time I found out all this. So….this past Monday….my worker came to the house and searched for the generator…………needless to say, someone came in sometime Nov 9th to sometime in Dec. When I found out I had theft, I called back after many try’s, I got hold of someone. After explaning what is going on…….he then got the manager. LOL…….after trying to make it my fault, He said he can give me 6 month of free service…which comes out to $150
I told him I paid 1100 that is without tax and shipping. Its a Honda diesel.
They tried to tell me I gave the wrong # to the tech. mine was 000cb979 and they said I gave the # 0003d979. Working at supermarket industries, and solely on ups codes, when a large company is having things manufactured…they usually have the last 3 # different, not the first 5…that is the # given to the company. I am 100% sure I gave the right#.
So…..I asked for a copy of the recording, just the part when I gave out the ups #. They said they have no way of making a copy, email, or sending it to me. I told them when I get a lawyer, I know I will get the copy. So…….if anything happens to your unit, and get robbed, you are on your own. I don’t understand what this security firm is for then. I got robbed from them not doing there job……………you would think, If I am the one who gave out the wrong # to the tech…..they would want to let me hear over the phone, send me a copy……….to let me know it was me. Please look elsewhere for security system. And forget talking to anyone who is above floor manager.
I have to give this system a thumbs down at this point. Customer service is terrible. No one ever answers the phones. Email is just as bad. When they do answer, it is like they are just
reading off a script and when you need to reply again, it is a different rep who repeats the same answer as the previous emails. All scripted and no thinking involved, and never answers the direct question or problem. Easy system to put up however, not so when it comes to customizing. The usb that comes with this system is an .exe file which is for a PC COMPUTER. NOT a Mac unless you have WINDOWS on your mac, which I do not. If I wanted to run pc I would not have gotten a mac. All I want is to have a usb that either works off the base to customize, or a usb with a file that I can actually use on my Mac. The advertising is very deceptive. You have nothing but a doorbell with loud alarm if you are not able to customize your system and for it to be totally operational you MUST subscribe to Monitoring (like it’s competitors) and NOT for the $14.99 advertised cost but $24.99 plus $5 each camera (costly like it’s competitors). I’m ready to return my system now. Can’t get anywhere with customer service robots.
I do not know who to address this email to, but I have serious concerns about the reliability of my system. I routinely am notified by Simplisafe that my system has not automatically sent a test signal. I have moved the base unit around my house in order to ensure a good wireless signal. I also have backup land line connected to the system. Last week I manually set the alarm off. It did not register on the dashboard. I called the monitoring service and they had not received the alert. The reason I bought a system was to ensure my family’s safety and security. Trying to connect with support is frustrating – emails or voice mails are not answered for days. If this problem cannot be corrected I will stop this service and get another system which I can rely on. I await your response.
Aloha , I’ve been a Simplisafe user for over 5 yeas and have found the customer service first class. Until now. On December 9 when at 945am I left a message requesting a call back regarding the new camera system. Since I was at work and could only stay on hold a short time I left a message
My return call came 7 hours later, I was driving home and couldn’t take the call. The customer service representative said he would call back. He did not call back. On December 14 I was on hold 5 1/2 minutes and again left a voice message. This one was very angry at being ignored and since I was leaving the state until after January 3, there was no needed to call back until.after. this time, it was almost 8 hours when I received a call back
But since I was leaving the state, I didn’t get it until after my plane landed. It was a call from a bored uncaring woman who did not address my complaints,in fact didnt seem to even be aware of them.But she would be glad to assist me in my purchase when i called her back. Now, I can’t get the camera ,the “special deal” and am just plain dissapointedefinition at this time. I have always had good response from your customer service, until now. Now, I’m really not sure if I want to add the camera to my system
James Pritchett
Hawaii
I am having the same problem as James and am also extremely disspointed and have now decided not to add the camera to my system because the customer services has gotten so poor. I will no longer be recommending SimpliSafe to others. I fear this may be one of those companies who gave great service in the beginning to get recommendations only to quit providing service once they felt they had enough customers. Very disappointing!!!!