I CANNOT TRUST THIS SYSTEM. Malfunctions constantly, customer support has no solutions. The smoke alarm will go off in the middle of important meetings that I have when there is NO SMOKE AT ALL. I am WFH now and this is unacceptable. I have spent way too much money on these products and it is simply NOT A VIABLE HOME SECURITY SYSTEM. Full stop.

Do not buy their system when it works is sub par, very poor customer service

Very not honest on the shipping, when you place your order they said 5 to 7 business days but it will take more than 2 weeks up to 3 weeks. very disappointed on the shipping, waiting to see how is their system will work.

Terrible customer service for a mediocre product, rarely works many false alarms and if you ever need help be prepared to sit on hold for over an hour

They wont let me cancel the service. Ive been trying to get in touch with someone for weeks now with no success.Ill need to start disputing charges with my CC in order to cancel.Worst customer service I have ever experienced.

I will never buy from them again, horrible customer service, they lie to your face, on the phone and by email. Beside I lost hundreds of dollars in junk and service, I lost my time and get really upset. Never again period.

I was looking for a DIY security system and ordered SimpliSafe to try it out. While it looks nice and feels modern, the reality is that you have to pay for monthly service to get anything out of it aside from a beep when the doors or windows are opened.Their customer service is TRULY terrible.They have a 60 day return policy. I packed each component back up carefully and returned it using their label. I didnt see a refund a month later, nor did I get answers to my emails. The wait time on their customer service line throughout Dec was 20+ minutes. I finally bit the bullet and waited 25 minutes on 12/31 for an apathetic customer service agent to answer the phone and put me on hold for another 10 minutes while he looked for my return. He came back on the line and said he had processed the return. 3 days later, I got a refund for $98 - $200 short of what I spent! Ive sent another email - wish me luck!!They must have spent a ton of money on PR to get the tech recommendations they have - I would recommend investing more in your seriously lacking customer service team.

Do not enroll with their monitoring service. They falsely advertise that you can cancel at anytime. I canceled months ago, I sent them a cease and desist email, yet they tried to get funds from my account without my consent. They even tried to access my bank account through a different card. I just filed a complaint withe the BBB and will seek legal options for a criminal complaint. DO NOT GET THEIR SERVICE!

Well. Hardwire is fine, I guess. Where is Face ID on the app???Feels like they are far ahead if I ordered something in 2005.FYI, things have been moving forward since then...

First of all, let it be known to everyone who is considering this system that customer service can be horrendous. I called them once in the evening and was on hold for 55 minutes when I finally gave up and hung up. I called the very next day right when they opened for business hours (9 A.M. EST) and got right through. Brandon was courteous, knowledgeable and patient, even after learning that my problems with the newly-installed system were my fault. My takeaway from these two calls is that the earlier you call, the better your service might be. Second, who buys a security system like SimpliSafe without doing some basic research on the internet? OF COURSE the system will be of minimal value without monitoring! All of that is explained in detail (including rates) on their website. I found it easy to install and am comfortable in the knowledge that when I go on vacation in a few weeks, my house will be secure and that the temperature sensors, should the furnace fail (I live in northeast Ohio), will let me know with the iPhone app.

The system is easy to install but the customer service is the worst. I have not been able to contact customer service for over a month either by phone or email to report an error code. I have waited on the phone over 30 mins several times only to get a ring and than disconnected. I do not feel confident that my system is being monitored with this kind of service.

Wow. I should have read more before buying into SimpliSafe. Today I called two times and thanks fully I am a current customer and wait time is only 10min. Wow. Imagine one needs help with something urgent. Lets tell the robbers - please wait 10 min until someone responds. The reason I called is that I bought a Carbon Monoxide detector and send it back with the goal to exchange for a Door Sensor. I havent received a credit or sent a Door Sensor. The answer is sorry we dont keep track of our inventory and material sent back to us. A clear sign the company is disorganized. Its incredible all I want it a Sensory Door and activate the monthly monitoring service. Hopefully, the monitoring is quick and responsive. Would be awful our home is in danger due to inefficient.

The system had been okay for about a year, then it broke. A replacement keypad was sent with no instruction- Just a warning to send my old one back or I’d be charged for the replacement. Since then, I’ve been unable to triage and connect the keypad to my system. I’ve been through every reset and configuration trick I can find.At this point, I’d give SimpliSafe another chance, if their Customer Service existed at all. Unfortunately, we’ll be moving to a new company this year. On hold for almost 40 minutes with no hope left.

The equipment seems to work correctly. The monitoring and ease to connect seems to work correctly but the monthly billing and overall customer service and problem solving is poor. This is the most recent correspondence with the company: If I wasnt so invested with the hardware with Simplisafe I would leave and go to another company hands done. Month after month after month I have to call and straighten out my bill for billing failures. I have been told under no uncertain terms that the problem is in your system and in-fact you have forgiven the monthly charge several times because of the inconvenience. I would rather pay for my monthly service than be on the phone for 30 minutes monthly getting a freebee! Please get this straight this month or forgive the charge again. It is not reasonable to believe anyone has this much time each month to correct your automated billing problems. If this continues I will discard the hardware and move on to another company. This frustration takes up too much time and space in my head! We all have better things to do with our time.

(Three stars for system, less for customer support)Chain of events -- Ordered Elite system, fall 2019 (original Simplisafe (SS) hardware)- Received system, complete less the keychain remote, two window decals, and printed instructions.- Asked SS customer support four times over several weeks for the remote (it contains software needed to access the advanced features of the system). SS customer support takes up to three days to respond to emails and phone calls may take from 15 to 30 minutes of on-hold time.- The correct remote was never sent - SS sent either remotes with no software or incompatible remotes.- During these attempts to get the remote, installed and activated the system anyway; worked flawlessly with its default settings.- Finally got the attention of a SS manager who reviewed my email trail. SS chose to send me the updated version of the entire system for free.- Uninstalled the original system; installed updated hardware.- So far, so good. SS monitoring service, so far, has been performing satisfactorily. Theyre easy to get a hold of.Just one customers experience - you be the judge...

Weve had a Simplisafe for about 6 months, with monitoring at $25 a month. It has worked well. We decided that monitoring was overkill for us, and we called to discontinue the monitoring. We were informed that, basically, everything would stop working, i.e. connection to the app, the camera, etc. so now it is basically a dumb piece of junk. Dont be fooled by their claims that there is no commitment, there IS indeed a commitment, if you want it to work. Would never get another one of these again, a complete rip off and lies galore.

My partner purchased a 13 component system. Keypad didnt function upon arrival. Customer service has been extremely difficult to get a hold of. Weve tried to call twice and both times have been on hold for over 30 minutes before we gave up. Do not purchase.

Like it. Effective alarm systems. People ready to help and cheerful. They will do their best to help.

SimpliSafe does not indicate in any way that you need a smart phone--and only certain kinds will work--to set up/install their cameras. this is not mentioned at all anywhere I can find on their site or ads. maybe most people have those these days but I dont. and like I said, not all smart phones will work anyway! so the camera is unusable if you dont have one of those phones.

Unable to troubleshoot their own product. Unable to explain why my camera not only dropped from my network it dropped from everything. It disappeared from my app and from their website. It wont read the QR code again to reconnect it. Takes days for them to respond to a security camera problem. They dont support the cameras, and I dont know how my they support the actual system with a home base. As far as I can see they just keep giving you new items to replace the defective item until you get one that works. I have asked multiple people over a couple of weeks why their camera did that and I have received NO responses.I was a computer technical analyst for 30 years before I retired. I have never seen such bad support as what I experienced from SimpliSafe. I have removed the simplecam and debating whether or not to replace the Doorbell cam with a RING2 Pro. Ive never had bad support from Amazon.The first thing they do is blame the customer or his home network even before they know what their equipment is connected to. They automatically think its the customers fault or the customers Wi-Fi is inadequate. As a career IT support person my network is exceptionally strong with 2 mesh routers and 2 repeaters. I have one of Comcasts best speeds for home use at up to 250Mbps far exceeding any requirements of SimpliSafe. They should be embarrassed. After they learned what I had they stopped talking to me. Im packing the simplecam up and sending it back to them so they can stick it where the sun doesnt shine.

Alarm hardware itself is pretty good quality, but I have a problem with the archaicness of the site itself. If we temporarily replace our names as Primary Contact with a trusted friend, that temporarily-named Primary Contact becomes the OWNER of the account!So if we were to call SimpliSafe before removing that named temporary Primary Contact, we would be locked out. This happened to us. Sadly it has been a year, and we just revisited this unsolved problem.SimpliSafe does not listen and change simple problems such as this--BEWARE.

Installed the system and tested as described in the manual, we were using motion sensors. They worked as specified when installed and detected us 30 feet away. We decided not to activate the monitoring contract till we see how they worked over a couple of weeks. Well, 3 months later and the range is now down to 4 feet which does not cover much area and the only help we seem to get just repeats what is in the manual.

Im an installer for multiple consumer electronic devices/platforms and have been so for over 4 years.Although Im surprised the contact point is a Seattle number, the tech support was able to quickly answer higher level questions regarding best practices, UX changes, component tweaks and user forum sign up procedures.If you need tech support try calling weekdays before 4pm.IMOsimpliSafe alarm systems are a great solution between full blown DVR based systems and other commercial vendors that charge an arm and leg for the same city-determined costs.

Excellent service. Equipment could be better, but pretty darn good!

The worst customer service I have ever had - no way to reach them over the phone, never respond to emails. Ordered their product and paid for a 2 days delivery by UPS. They are still processing it with no ETA, plan to deliver it by FedEx and theres no way to cancel my order and get a refund. Man, do I wish I just stayed with ADT.

Constantly overcharging for the service. Check your credit card statements! Not what I ordered. Rude customer service. Stay away. Far far away.

The will not automatically refund your money unless you question them.The will charge you for service even after the merchandize was returned within the time limit. Not impressed

This simply doesnt exist in 2017

Poor Customer service. Representative: Shawanda.

Would go with another company! Their customer service is poor and unhelpful. Half of their devices do not work and had to replace them. Not simple at all.