SimpliSafe Reviews 

Had to wait on hold on a phone support call, but not as long as told, and the person who answered, Roger, I believe, was very helpful and took care of my request!

Installing SimpliSafe was so easy and the operation of the system is straightforward and easy!

Seven phone calls; 4 promises of supervisors to return call back (none did), and then finally my seventh phone call I got Roger T, who resolved my problem quickly, and efficiently. I had been researching other alarm company solutions and was ready to switch, but Roger T has saved the day (and me as a customer). Hoping we don't have repeat issues, as my willingness to go through this scenario again is not likely.

Roger T. provided excellent professional help setting up my security system. He found the problem and gave me perfect directions.

After speaking to an off site representative, I became frustrated and called back and asked to speak to a US representative. I was connected to Payton , who was absolutely amazing! Not only did she walk me through the problem, Payton taught me a few tricks on my IPhone ( that would assist me with future Simplisafe issues) that the younger generation seems to know intuitively!
Together we fixed the problem.Payton was quite knowledgeable, kind, courteous , patient, and a delight to speak with, especially after I was so frustrated. I told her that she earned many "princess points", as we had to reset my doorbell camera a few times until it was finally reset.
In as much as I do not mind speaking to the off site Simplisafe representatives, in my 3 experiences with them, they appeared to be not as knowledgeable as those here in the US.
The first experience I called because I received an email that looked suspicious from Simplisafe, and I wanted to verify it was sent by Simplisafe. The gentleman put me on hold for a few minutes, came back and said to change everything immediately as it was not sent by them (when in fact when I called the following day, and a US representative answered, he said that it was indeed sent by the company), and he profusely apologized that I had to change my password and safe word, and that I could always request a US representative, which I did. In the second scenario, the woman wanted to know why I needed to speak to a US representative instead if her, and asked very pointed questions. She put me on hold as she needed to speak to her supervisor to see if that was a possibility, and then forwarded me to a US representative as I had requested.
Today, my experience with Payton proved to me that the US representatives that I have worked with in the past as well as with Payton today appear to be more knowledgeable and proficient about all of the Simplisafe products than their off site counterparts. That said, going forward, I will only request a US representative. Thank you!

We were having trouble with our base tower and camera issues and contacted customer service for help. We were told that we had the wrong batteries in the unit. When we received the system, there were no batteries with the tower and informed them of that. We had been using Alkaline batteries without any problems. I requested that they send me the rechargeable batteries along with a charger. I was told by the customer service representative to go out and buy the right batteries and charger. I insisted that they provide right ones. Again I was told that I was to go and purchase them. When I requested to speak with a supervisor or tech support, I was denied the opportunity. I was told by the customer service representative that a supervisor would call us in a couple of hours. Never received a call. I have worked in retail and if I treated a customer the way I was treated, I would have been fired. Simplisafe, you have problems with your system and your customer service and needs to be looked into more closely.

Excellent experience and great service. Highly recommend over other competitors.

Contacted customer services for advice and spoke to Rebecca. She was very polite and knowledgeable. She talked me through the small issue I was having and everything was corrected.
Have had this system over 12 months and am very happy.

It's not a good system and I don't recommend it at all. I only need an alarm due to my PTSD after learning the hard way how useless locks are. I want to know for sure that no one has been in my home while I was away or while I was sleeping. Even the best locks in the world only keep honest people out. When someones friends with maintainence or has a bump key, they can and will get in your home without you ever knowing and poison your dog and God knows what else while you are sleeping, (a nightmare that actually happened to me in West Virginia). With that said, this thing is quite useless. It was all working and now it does not connect to WIFI after buying a brand new router, specifically for this system and all my smart home devices that is separate from my 5GZ and 6GHZ networks my phone connects to. the camera doesn't work. The router is set up exactly how it needs to be in order for it to work. No I don't want to talk to an idiot in a third world country that's going to read a script and tell me to unplug the router, reset it, blah blah. I might be sick and decrepit these days, but I used to run an IT business prior to becoming sick and decrepit. Is set up properly and your camera doesn't work anymore. The base station doesn't connect to wifi anymore either. Connects and then says there's a problem. There's no problem with my brand new router. Nothing else has a problem with my router. Only your garbage equipment. Got a subscription with Comcast whos installing a security system that actually works today. Simpli Safe? It's trash. Dont do it. Just don't do it. Way much headache, no time for that. I just want a system THAT WORKS!!!

I have had two Simplsafe systems with normal problems. However, I sold a property with one of the systems, which went to the new owner.
I cancelled and that account. They said it was cancelled and gave me a free basic system for my home. I purchased new cameras for several hundred dollars.
When I tried to setup the system for my home, it would not work and said to contact Simplisafe.
I contacted them and they said the system at my old property had been cancelled but was not properly entered into their system. I could not set the new system at my home until it was cleared up. I would have to talk to the sales office during the day to get ot straight.
I am leaving town for an extended time and am unable to get this fixed in another day.
I cancelled the system and will be returning the equipment.
I now have no security at my home!
I will be not be using this company again! Their mistake and they cannot fix it in a timely fashion because of their corporate stucture. I call BS on their quality of customer service!

Although it took 35 minutes and speaking with 3 people before reaching Roger T. who actually resolved my issue in less than 5 minutes--thank you Roger! You're the reason for the 4 stars.

The first 3 individuals kept transferring me because they weren't customer service. Not sure why customer service wouldn't be the first person I would speak to.
Micky S

I was in a frustrating loop on my iPhone trying to put in a new password, not knowing I needed to authorize via my desktop computer. Nathan H helped me and more! Thanks Nathan!

Deidra was great! Resolved my issue in a professional, courteous mannner. Thank you!

I thank Roger T. For his excellent support for our home he is exceptional thank you Roger T.

So, I was really struggling with the first level of tech support that SimpliSafe uses. I tried both the chat and a phone call to work through the issues with my lock and both experiences were miserable. It took two hours each time for them to escalate my call. During the chat, it felt like I was getting passed to new people every twenty minutes because I would be asked them same question over and over again. What eventually made the experience better was speaking with the next level of tech support. I spoke with Shay and she was absolutely awesome. She immediately built trust by promising that I wouldn’t be going through the same basic steps as I previously had on the other two support calls and she held that promise. We were able to get one of my locks fixed and replacing the other one. It was nice to speak to someone with such great customer service and be treated like a person and not a number. Shay was AMAZING.

I absolutely loved SimpliSafe in the beginning, but unfortunately that didn’t last. One by one, my sensors started malfunctioning and randomly disconnecting. My husband and I made well over 20 calls to customer service trying to fix the problem. It got so bad we’d actually debate whose turn it was to call because we both dreaded dealing with customer service. Every representative had a different explanation, yet none could figure out why the sensors kept disconnecting. Instead of fixing the problem, they mailed me new adhesive tape. We even bought new sensors out of our own pocket, only to later learn from one of what felt like 50 different representatives that we qualified for free replacement sensors. Throughout this entire ordeal I kept suggesting the base station was the problem, but my concerns fell on deaf ears. Instead, they wanted to charge me over $200 for a replacement base station, even though you can buy an entire new SimpliSafe system for about the same price. We live in a brand-new home. We weren’t asking for anything unreasonable—we simply wanted an alarm system that worked. Eventually I canceled my monitoring service. Ironically, one representative finally suggested replacing the base station and, surprise, surprise, all of my sensor issues magically disappeared. She also gave me three months of free monitoring. After the free period ended, the price increased. I later fell on hard times financially and decided to cancel monitoring. The representative wasn’t happy and tried everything to keep me. When I still canceled, she disconnected my entire SimpliSafe account, even though the system is supposed to work without monitoring. I then had to spend hours on the phone with another representative to get my system working again. Thankfully, that representative was polite and very helpful. Then SimpliSafe emailed me a return label because of an issue on their end and sent me a refurbished base station. The refurbished unit has never worked properly. It won’t charge the backup batteries, so every time I lose power or internet, the base station immediately starts chirping. The backup batteries are supposed to keep the system running for up to 24 hours during an outage. I live in a remote area where power outages happen from time to time, making this a major safety concern. I spent over five hours across three separate calls trying to resolve the issue. Customer service is now outsourced, making communication extremely frustrating. One representative insisted the rechargeable batteries were the problem, so I bought brand-new ones. That wasn’t it. We reset the base station and I was told, “That should fix it,” and if not, they’d send a replacement. It didn’t work. I called yet again, spent more hours on the phone, and another representative agreed to send me a replacement. Guess what arrived? Another refurbished base station. One final disappointment: features that were originally included with the system are now locked behind a paid subscription. You now have to pay monthly to access functions that were once included with your purchase. I’ve given SimpliSafe far more chances than most customers would. After years of sensor failures, contradictory information from customer service, unnecessary purchases, defective replacement equipment, and countless hours wasted on the phone, I’m done. I’m switching to Vivint and sincerely hope the experience is better. I do not recommend SimpliSafe. Save yourself the frustration. Don’t walk—run from this company.

I’ve been a SimpliSafe customer for over 10 years and the equipment has been incredibly reliable. On the few times I’ve needed help, their customer service has been outstanding. Most recently, Alexander A helped me find an out of the box solution to integrate my existing fire suppression system. The process was quick and easy, and he was friendly and professional. It’s great to work with a company that stands behind its products and customers. I highly recommend SimpliSafe.

This is an update.

Before I continue with all that SimpliSafe has done wrong, I still think it is the best system and best value available. I have been and will continue to be a SimpliSafe customer unless there is another base station upgrade process like the one I am going through now. I wish I knew what had changed at SimpliSafe in recent years, as this is the third system I have purchased from them without any prior problems.
Since the installation of the “updated” base station, I have been without a working security system that cost me over $1,300, including installation by SimpliSafe’s recommended installer.

Thanks to two exceptional individuals in the tech support area, Bernard and Fabio, my security system is now working EXCEPT for the backyard camera/motion light.

My current issues resulting from the base station upgrade or repair direction from SimpliSafe tech support:

1. The screw on the bottom that holds the doorbell/camera in place would not go back in once removed, so I have questionable security at the front of my home AND a broken doorbell that can easily be removed by sliding it upwards. Also, the face plate came off and is now NOT secure.

2. The back of my home is no longer secure because I cannot reach the button to push on the camera/motion light that was placed just under the gutters by SimpliSafe’s install company.

3. The call center recording is a monster; no one should be employed at SimpliSafe, from the janitor to the CEO, without going through seven days of calling/testing the system at various times to see how difficult it is to get through to support.

SimpliSafe should have:
1) Designed a base station that automatically connected to your previously installed system; the current design does not pass the sanity test.
2) issued a warning that installing the new base station would take down all of your SimpliSafe security items currently installed,
3) included instructions with the base station on how to reinstall each item, and
4) covered the cost of reinstalling their system for clients who previously used the company listed on their website to install the system.

I have had so many issues with this cheap, terrible system over several years. They’re constantly replacing the base stations when their software won’t update properly. When they go bad, we get false alarms or will come home/wake up to find the system suddenly doesn’t remember any of our entry sensors, so someone could just break in and the system would never recognize an issue.

Our latest issue was when a glass break sensor was falsely triggered. We were away from home, got a text, and responded to request help. We rushed home, and received a text response that Emergency Services have been requested. When we got home, everything was fine. I had to wait on hold for SimpliSafe for 10 minutes to reach their overseas “Customer Support” team. When I asked them to cancel the request for emergency services, they told me that no help had ever been requested. WHAT IF WE REALLY NEEDED HELP?!

Totally useless system. Do not buy.

We signed up to SimpliSafe for one reason: peace of mind. Unfortunately, our experience has been the exact opposite.

Our alarm went off multiple times, yet nobody from SimpliSafe contacted us to check whether everything was alright. As paying customers of their monitored alarm service, that is exactly what we expected.

When I called the 24/7 helpline, frightened and trying to understand what was happening, I was asked, “What do you want us to do about it?” I was genuinely shocked by the lack of empathy and support.

With no assistance from SimpliSafe, I had no option but to ask my uncle, who lives nearby, to go to our house and check that everything was safe. Thankfully it was a false alarm, but I should never have had to send a family member to do the job I was paying SimpliSafe to do.

The whole experience completely undermined our confidence in the service. We have since cancelled our SimpliSafe subscription and moved to another service.

I cannot recommend SimpliSafe based on our experience.