Review Time
Easy enough system to set - BUT (and it's a very big one)
if you subscribe to their monitoring subscription they make it as hard as possible to leave it. TBH I've had gym subscriptions that were easier to leave!!
I had given up on my SimpliSafe system. One last try with their trouble shooting engineer.
JUSTIN ! Listened to my problems and one by one sorted them out.
NOW my system works Great !
Thanks Justin
I have had SimpliSafe for years, and whenever an issue arises their customer service representatives are always too-notch.
Today I had to call regarding a smoke detector that was falsing, and Justin was able to assist me with a solution in quick order. Justin was friendly, professional, and knowledgeable in his craft.
Thank you SimpliSafe!
Ordered a security system for my new house.
Get system, read instructions, says I need WIFI (don't have WIFI, doesn't exist in my area). Call, Simplisafe, they say, no you don't need WIFI.
Order professional Installation - last part of checklist, "Have WIFI password".
Call Simplisafe - get someone who doesn't speak English very well, slurs all words with "ss's", asked for someone else to talk to, get put on hold for 5 minutes, hang up. (Wanted to verify the WIFI issue).
Call installers, get someone who doesn't speak English very well and he gives me a non-answer on WIFI. So I cancel installation.
Call Simplisafe to return security system give the person my customer order number, she can't find it. Give it to her again and then she gets it.
I could not get a straight answer on needing WIFI. I felt as if they wanted to install the system then say, too bad it's your, you need WIFI.
With their inability to be clear on WIFI and what seems to be a shady way of getting you to install their system and stick you with equipment you can't use, they seem to be doing a money grab.
The last gentleman I spoke to , I don't remember his name was very helpful and knowledgeable. Brought me down from being a frustrated customer to being happy that he gave me straight knowledgeable answers and helped me more than fix the problem but also understand it. You don't see that very often and I appreciate it great service Integrity character and support from this gentleman. Thank you again
We've had Simplisafe for about 8 years working just fine with no issues with the equipment or how it worked, until we switched internet service providers and had to make a change in our home network that affected our doorbell camera. Tried the solutions offered in their help pages with no success. While it took me some time to find a real person, I was lucky enough to find Henry in customer service, who guided me through a few steps to determine that my old doorbell camera was no longer good; he immediately issued a complimentary brand new doorbell camera which he got shipped overnight for free as I explained I was going on a trip. The camera arrived the next day and installing it and get it to work was a breeze. Thanks Henry!
I’ve been a SimpliSafe customer for about four years, with systems installed at two different properties, and the reliability and peace of mind they provide have been consistently excellent. Recently, I had an issue with one of my motion sensors and reached out to customer support. My first representative struggled to understand the question, so I requested higher‑level assistance — and that’s when I was connected with Aaron, who was outstanding.
Aaron immediately understood the issue, explained clearly that my sensor model was no longer in use, and arranged a next‑day FedEx replacement since my location does not receive USPS service. He was friendly, easy to understand, and made the entire process simple, even though I’m very familiar with alarm systems myself. His professionalism and clarity truly stood out.
SimpliSafe’s monitoring has been completely reliable, and the app provides constant visibility into both of my systems. Alerts are fast, the interface is easy to use, and I always know the exact status of each location. Their monitoring performance is as good as — if not better than — the major commercial alarm companies I’ve used in the past, including ADT and Brinks.
Customer service is generally very responsive. On the rare occasion you reach an overseas representative who may be difficult to understand, you can request a stateside agent, and they are always helpful. I also appreciate the follow‑up texts after each interaction; nine times out of ten, the service is perfect.
Overall, SimpliSafe continues to deliver strong value, dependable monitoring, and excellent support — with professionals like Aaron setting the standard.
It’s hard to describe the hellscape that is SimpliSafe customer support. If you wanted to devise a system that would piss off longtime customers, result in numerous replacement parts, and deepen marital discord while my husband can’t find the screwdriver and can’t hold the flashlight properly while I’m yelling at the customer service agent, this is it. It’s as if they give their customer support team instructions written by a mouse on an endlessly turning wheel. The same instructions, the same repeated steps, until you have to remove your device entirely and throw it across the room. Perhaps the old style method of just hitting it until it works would be more effective.
I used to think that Comcast held the gold star for a terrible customer service, but I have now lost three hours of my life to an effing smart lock and I am both horrified and impressed by how angry this experience can make me. They should deliver shots of tequila to your door while you wait for them to answer your call. But oh wait, I can’t open the door because the smart lock doesn’t work.
I’ve had Simplisafe for a couple of years and there has always been an issue with either my smart locks or the doorbell camera. The straw that broke the camel’s back for me was getting locked out of my home in the middle of the night when arriving home from traveling all week. My smart lock would not respond to me entering my code nor using the app to tap unlock. I couldn’t unlock it. On my Simplisafe app, it did not show there were any technical issues going on with the smart lock (which is actually rare). I called Simplisafe for tech support that night, but OF COURSE I was on hold for at least 30-40 minutes before anyone picked up - this is a common occurrence with them. The representative could not figure out what was going on with my smart lock and therefore advised me to find a locksmith and send them the invoice for possible reimbursement. I had to sleep at my parents’ home that night and found a locksmith the next morning who was able to open my door. I called Simplisafe (stayed on hold for forever) and was unfortunately denied reimbursement. I cancelled my subscription due to this and the fact that their system is a headache in general. I preferred to just move on. The cost for Simplisafe is good for a reason - you get what you pay for. I would not recommend this company.
My camera was functioning properly when I reached out to the support team to avoid a monthly charge of $32. The representative suggested a $9.00 self-monitoring option, but then removed my camera from the system. Now, I have to reinstall everything and hope it works, as the technicians can't reverse the actions taken by customer service. This is completely unacceptable.
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