SimpliSafe Reviews 

Sebastian helped me today, after receiving a new base station and keypad.I am 72 and have been a customer for 8 years, and he was very patient, 100% professional and knowledgeable. He walked me through the reset, checked every one of the devices linked to the system, without rushing me, and got the system running again. Thank you Sebastian for making my day easier!

Alexander A. was great, helping me upgrade my security system to include a video camera. He was very patient with all my questions and knowledgeable about the equipment.

SimpliSafe Tech support Alexander A is very knowledgeable. When the questions raised from the user, he thinks and analyzing deeply, meanwhile, providing the solutions for the next steps if the case is more complex. Thank you Alexander, you're the best!
PL

Alexander A. was very helpful with what I needed and I could understand him. Highly recommend his services for Simplisafe.

System upgrade was done at no cost! Thanks!

Excellent customer service and actual customer retention

I called SimpliSafe after noticing I was on a higher monitoring plan than I remembered and was considering downgrading because I wasn’t using many of the additional features.

The representative was fantastic. He listened to what I actually needed, explained that my current plan also included the lifetime equipment warranty, and then offered me a 60% monthly discount through March 2027 so I could keep the additional protection without paying for more than I felt I was getting.

No runaround, no aggressive upselling, no complicated hoops. He listened, explained the value, found a solution, and took care of it quickly.

That is what customer retention is supposed to look like. I ended the call paying less, keeping better coverage, and feeling much better about doing business with SimpliSafe.

Alexander is excellent at customer service & helped me place my order for a new item, honored the sale price from when I tried to order it online, but got knocked off the site, explained many technical support issues that I asked about, updated my billing form of payment, and was just a pleasure to talk with and very helpful, patient, and informative. He's one of the best, for sure!

Easy set up. Great system.

EZ to order and shipment right on time.
Trust install will go as easy.

We have used Simplisafe indoor monitoring since 2000 at our NC address. Now that we live in TN, we transferred our system here. When the smoke detectors kept screaming w/o a fire present, not only did Simplisafe replace them, but they gave us a totally new upgraded system for free! Plus an agent kindly reminded us to dust the smoke detectors monthly. We recently added a new outdoor camera, hardwired it, and have opted for the 24/7 Pro Plus monitoring since we're both retired and often travel. Installing it was a breeze and the Simplisafe agent, Nathan, walked us through a checklist, making sure the outdoor camera's lithium batteries were charging with the hardwire cord plugged in properly. He was knowledgeable, professional, and so patient with us! We highly recommend their service, PLUS you should receive a homeowner's insurance discount with this service!

Two points:
1. 5 Stars. Your SimpliSafe rep, Janelle, provided the best service/support that I’ve experienced when calling into SimpliSafe. The second best rep was the one who sent a new solar panel after investigating an outdoor camera.
2. 3 Stars. When I purchased a new series 2 outdoor camera, I was unaware that there’s a limit on the number of cameras permitted on the timeline. I had exceeded the limit by one. I was surprised by this, and disappointed, as well, especially since I learned about this after the fact. I had to either remove one camera from my timeline or pay a lot more for an upgraded monitoring plan.

Simple set up. Constant spam to upgrade monitoring services. Very basic customization without expensive monitoring plans.

She took her time with me she was very patient with me even when I didn't understand she went back over it with me am older now things don't click as fast as they use to the experience was turely a good one we need more of her thank you again 😊

This has been THE BIGGEST hassle of anything in my life. I ordered the entire system and decided to send it all back after learning that I couldnt use the video doorbells. That was my main reason for wanting a system. So I return the whole system and they only refunded me half the money. I have called 4 times, chatted on the website 3 times, and they keep lying to me about the rest of the refund. The person I speak to each time tells me that the last person lied and never processed my refund but "not to worry I will fix this one for you ma'am. " every single time. Here we are 2 months later and I am still calling to get my money back. It is not even possible to speak to a member of management because they wont let you. This was the biggest mistake I have made as far as a purchase. Buyer beware and go elsewhere for your safe home security system!

We continue to use SimpliSafe because it's "simpli" the easiest experience. The app and devices are super easy to install and troubleshoot and on the rare occasion if it's something more than that, the customer support team is knowledgeable and patient.

The cameras are terrible. The outdoor cameras have never worked properly. I called support to try and troubleshoot the devices, because the issue was hardware based, yet they made me go through the same steps i took prior to calling them. Even with setting up a separate network, because these junky cameras need a 2.4 network and not a 5hz, I would have to reset and check the cameras more than I wanted to. I bought them because I thought they were reputable cameras, nope.

This is why I don't call support, its the same thing they waste your time making you do the same thing over and over again with no solution. Then, when I call to cancel the DVR function, since you need their service to review your own footage, they tell me I am forfeiting my warranty, like if that's supposed to scare me or make me keep them. The cameras are not working so what warranty?

I would never recommend this company to anyone, the cameras didn't even last 2 years, the back of the cameras have a black rubber that of course, the sun is going to melt and of course, then comes the water intrusion and the pair button not working. You need the pair button on the camera to even get it to register on the system. From the 5 cameras that I bought, 1 is working... Great devices... Please take them out of business they are scam artists. Like let me add an SD to my camera so I can record and review. Cause if something happens, you won't be able to see it unless you pay them. You're better off getting dummy cameras since these are the same exact thing.

This is 100% my experience with this garbage company, I hope they go out of business and soon.

I changed my Wifi company months ago and have been unable to set up my video doorbell or any of my security cameras since then. I would try but would get frustrated and give up. I found myself today with a little bit of free time and decided to make another attempt. I was able to remove the doorbell and that was as far as I got before getting flustered again. I called SimpliSafe Customer support and today was my lucky day! Justin L. was the young man that answered my call. He was so patient, so respectful and so kind. His Mama raised him right! I am a senior citizen and technology is not my friend. Justin listened to my concerns, my complaints, my stories and never gave up on me. Not gonna lie, I have had more than a few phone calls to SimpliSafe Support that made me seriously consider tossing all of this equipment into the trash and starting over with a different security company altogether. But today, Justin L. redeemed you SimpliSafe! Give this man a promotion with a BIG raise!! If you don't, someone else will recognize his worth. He is worth his weight in gold! Thank you Justin and thank your Mama for me.

Great installation. Installer was helpful and very patient with us. Took not very long and made sure we understood our new system

Lexi was patient, knowledgable, and just wonderful!!!!

My experience was great until we needed to cancel this service for another. I signed up online easily but could not find a place to cancel. In the app their AI bot said I needed to call to cancel. When I called nobody answered multiple times and I waited on hold endlessly.

Under California's Automatic Renewal Law (AB 2863), any business that allows you to sign up for a subscription online is legally required to let you cancel online using a highly visible "Click-to-Cancel" link or button without making you talk to a representative.

They simply ignore this. The app has no way to cancel. When I finally got ahold of somebody after multiple attempts and waiting on hold for an extended period of time, the rep set the cancellation date weeks after my original request through their AI bot.

*** Edited to say

I was very unhappy with their cancellation process. I see tha they say they are exempt from CA one-click to cancel laws and the FTC rules for security purposes. Yet if your alarm goes off you can cancel it with a safe word or text. But to cancel the actual billing service you have to call them. You wait a long time on the phone just to cancel or have to call multiple times. Using phone barriers to block cancellation and continue billing without consent shouldn't be allowed especially if you can cancel an actual alarm via text. It's illogical that the reason is for security purposes when you can cancel an active alarm via text message or in the app. How do they know it is you then but not when you are cancelling billing. Can both be true?

I would not go with them again for this reason.