Name: SimpliSafe
Rating: 3.6

star star_border star_border star_border star_border

Alan Huntsville, AL

Zero stars would be more appropriate. After 5 false alarms and many other problems, I’ve had it with SimpliSafe; it’s tome to tell the world what a failure SimpliSafe is, cancel my service, and send the system-crap back for a refund. 1) it’s so simple that it is not secure or safe: after $800 worth of sensors, 5 don’t work: two of which keep giving us false alarms (the police no longer go to the house to check because SimpliSafe has cried wolf too many times). 2) setup forces users to use preselected names for sensors (e.g., patio door when we don’t have a patio and we already used back Door for the other door on our house) and provides no correlation between serial numbers and setup names ... makes it impossible to know which sensor(s) are being triggered. 3) if you don’t have internet or WiFi, they “say” it will work using a cell signal; but none of their customer service people know that your system is a cell-signal system ... they talk down to you like you are required to have internet and WiFi. 4) if you want two or more people to be able to monitor/arm/disarm the system, you have to share the same email and password (which is inherently insecure ... truly secure systems require unique, secret, private identity to be authenticated which means NO SHARED PASSWORDS can be allowed ... if a couple gets a divorce, the one kicked out of the house can legitimately wreak havoc in the other). 5) the base station firmware updates... remember the marketing people at SimpliSafe swore we could use the system without internet or WiFi ... actually, when our base station firmware was not compatible with the cell tower server, most of the SimpliSafe tech support was clueless that it was failing to connect because the firmware update was not loaded... after they figured that out, they shipped us a replacement base station assuming it would have updated firmware ... ... ... you guessed it, they don’t update firmware before shipping inventory from their warehouse ... after getting the second basestation (now 2 with the wrong firmware), I had to use the data plan on my cell phone to create a WiFi hotspot to download the firmware update ... jeez, why pay SimpliSafe when I’m working harder than they are? 6) now they have put more money in their founder’s pocket by subcontracting our the monitoring-call Service; since the monitoring call service toll free number was not on my contact for SimpliSafe, it looked like a scam/hacker/marketing call so I did not answer it (two weeks later they sent an email out telling people about the new number ... however, since the monitoring/call service does not have access to see what sensor(s) in your system is(are) triggered when the system alerts, they are useless to help decide if the police should be called... the SimpliSafe operations staff has been severely reduced, so there is now an hour wait to get someone online to diagnose if it’s an alert from one sensor gone bad (ie, a false alarm) or if many sensors are seeing a burglar go through your house and steal you blind. SimpliSafe might have been a good idea by a college student wanting security for his dorm room, but he has proven to be shallow and incompetent at maturing the idea into a real security solution.

4 years ago

star star_border star_border star_border star_border

Tara Cummins Klamath Falls, OR

SimpliSafe Home Security review On 7/31/2018 I upgraded an existing system we had from SimpliSafe, from a solicitation to upgrade for a reduced price by returning our old system. We purchased a camera as part of the package but could not get it to work. The cameras did not work and we switched out at least 5 of them. Two worked for about a week and then went off line and could not be reconnected. I have spent at least at least 648 minutes (which is 10.8 HOURS) over a minimum of 28 phone calls to rectify the situation. It took an act of congress to receive $59.40 refund for the non-functioning camera. I finally became so frustrated I cancelled both our personal and business accounts. We asked for a refund on the system, Simplisafe refused stating the order was over 60 days. This was over sixty days because we kept trying to get the camera to work and Simplisafe continued to insist we replace the camera. I spent hours trying to get this to work from August through the end of November and then waited months to receive the refund after many LONG phone calls being told it was being refunded and then excuse after excuse of why it had not been refunded. I would have given up trying to get the $59.40 back but it is the principal. How many people have the stolen money from? People who just give up because you really have little reasonable options. I want to return the system and receive a full refund.

4 years ago

star star star_border star_border star_border

Buttons61 Wilson, NC

Equipment does not function as advertised. The motion sensors went off when our 60 lb. dog walked through the room. (which caused false alarm fines in the county that we live in!). Customer service was horrible. Returned our system for a refund. They had our system for almost a month before they refunded our $350.00! Would NOT recommend this company. Cheaper is certainly not better when it comes to your family's protection.

4 years ago

star star_border star_border star_border star_border

Richard Germantown, TN

I bought into the system three years ago. Expanded it over the house. It was simple to set up and easy to operate. When I had a minor clitch, I could call customer service and get it solved. Then one day the entire system went down. Called customer service, every thing we tried would not bring it up. I kept saying it was the keypad, but Simple Safe tech on telephone kept saying it was not. I finally got frustrated after three weeks of nothing being done, canceled my subscription, and gave all the sensors, smoke alarm, telephone cone away to someone who had the service. Weeks later, he told me the key pad was no good and that was the problem. I went with ADT.

4 years ago

star star star_border star_border star_border

Raul Caldwell, ID

Components are average. Already the camera does not record despite being on the phone with simplisafe on 3 occasions for at least one hour each time in order to fix this issue. The 2nd time they told me they would contact their supervisor and would call me back in 3 days. No call back. When I finally called back, they had no idea what I was talking about. Had to go through the same questions and process again, still could not get the camera to record. Sensors always give me an error reading. 2 stars because it’s better than nothing I guess.

4 years ago

star star_border star_border star_border star_border

D Diamond West Jordan, UT

Customer service after you’re a “customer” is a joke! I don’t know if they are really even monitoring my system. My adult children have come over while I’m not home (helping with animals or yard chores) and have set it off, forgot the code, called me to get it in order to turn off the alarm. My settings are set to be called immediately but I have not once received a call, no police, nothing!! You have to wait 40+ mins to speak to someone and that’s IF they’re open. Yes, the alarm company actually closes!! Put your money elsewhere!! Their “system” is a loud noise that hopefully makes intruders leave.

4 years ago

star star star_border star_border star_border

Don Lowe Indianola, IA

The system was easy to install, they don't have heat detectors for my garage area but systems works ok. The HUGE problem no one has addressed is that you can arm the system with a door open and does not alert you. This happened when one of my Grand children left a basement door open. Customer support says there is no setting to change so this cant happen again.

4 years ago

star star star star star

Althea Farley Birmingham, AL

I have had my system for 2 years and am pleased with the service. Customer service is great and have been personable and competent the two times I called them.

5 years ago

star star_border star_border star_border star_border

Red Palmer Lake Worth, FL

I picked up their service a week ago, and they suck! Phone hold times pushing 40 minutes; an ALARM COMPANY that CLOSES THEIR OFFICE AT NIGHT. Sold me an alarm system for about $600, then THE NEXT DAY started advertising brand new, updated equipment (their "holiday sale" was obviously a fire sale to shift their outdated stock onto unsuspecting customers). The base station they sent had a broken cell circuit board, and they MAILED ME A CIRCUIT BOARD TO INSTALL MYSELF. I had to wait 40 minutes on hold to figure out why the new board didn't have a SIM card like the old one did (are paper instructions that expensive?). Oh, and you can't find info on your equipment on their site. Just photos and prices. My 7 POUND CAT set off their "pet friendly" motion sensor, and their advice? "Install it upside down" (another 40 minute told to get that valuable nugget). Pretty sure their glass break detectors are fake, since I can't get one to go off in testing. They ask you to LEAVE A MESSAGE every 45 seconds that you're on hold, and then don't return your calls (for at least five days, so far), or emails. Their customer service reps call the company "SimpleSafe" because they're apparently temps who have no idea what they're doing or who they're working for. They don't even allow customers to post on their Facebook page. ADT was expensive at my old place, but they actually had customer support and working hardware.

5 years ago

star star_border star_border star_border star_border

Mike Todd Princeton, NJ

20180121 I’m updating my review. My experience now is significantly better than it was. I reached a supervisor named Kathy. 1- Kath was very responsive, and followed through on her word to connect with me to solve a technical problem I had setting up the camera. She is great. 2- Thanks to Kathy, the cameras are successfully set up and work now. Because I was on the verge of sending the equipment back, Kathy worked with me to give me some more time for the guarantee - as the cameras hadn’t been set-up so during this time period. Additionally, I got a call from a person named Adam and I asked if I could have his info in case I needed it; he followed up with an e-mail with his contact info. That Simplisafe did the above means to me that want to work me, so I take that as a good thing. 20180112 I’ve had them for 6 weeks. Their customer service is awful. Just to be clear, AWFUL. I had no problem with the simple door/window contacts, but the camera (I have two) does not work. I have called customer service. Multiple times. Mostly they are not available. They big time SUCK. It’s clear (at least to me) they just do not care. I am returning all the equipment and contacting my credit card company to make sure I get a refund.

5 years ago

star star star_border star_border star_border

Michael C McCarthy II Denver, CO

I bought a package on sale that has more items than needed but a better price than a custom package. SIMPLI instructions need more details. It should be stated clearly that unused items need to be deactivated otherwise the system does not work. It would have also been helpful to know that each security item has a specific number to keep a record of where each device is. I called customer service 3 times (first two calls I hung up in frustration) and waited for over 30 minutes to speak to a representative. SIMPLI UNACCEPTABLE

5 years ago Edited September 14, 2021

star star_border star_border star_border star_border

Ron Shaw Boonville, IN

The base unit couldn't connect to the dispatch center upon installation. I kept getting robot emails telling me to connect. I called the help center every day for 4 days and left messages about this common issue and they didn't call back. On the 5th day I left messages and emails stating I wanted a refund (Love it or send it back for 60 days). Still no response. I filed a complaint with PayPal stating I wanted a refund and SimplySafe wasn't responding. Later that evening, 6:32PM, the SimplySafe help center FINALLY called. I told them they were too late and I wanted a refund and they still haven't furnished the return process info. Paid system cost: $390.59.

5 years ago

star star star_border star_border star_border

Marc Burlingame, CA

This security system was very easy to install and seems like it will work. Although, when I do a test, the dispatch center takes 30 minutes to call. When I asked them if this was a real break in, would it take 30 minutes, they said, "hopefully not". This is very concerning! Not to mention, every time I call customer service, I wait on hold for 45 minutes. I recommend not going with this company.

5 years ago

star star star star star

Callooh Media Company

Simply Amazing, easy to use, great apps and it works just as good or better than the big guys systems! I can't say enough to I have it at home and office and love it!

5 years ago

star star_border star_border star_border star_border

S Omaha, NE

Easy to install but did not work. First customer service advised me the tower was not in the right place as they kept losing connection. Moved it several times and reset each time but to no avail. They finally sent me out a new chip to install in the tower. Once that was taken care of the alarm would not go off when we opened the door or when we opened the door and the alarm did go off we did not receive a call advising us the alarm had sounded. I received two touch pads for my home. One would say the alarm was set the other would say it was not set. Customer service had me take both touch pads off the wall and set them next to each other and reset. Put them back on the wall and again they would not read the same. After multiple resets I advised them we were sending all back as my 60 days was about up and they would not extend. If someone breaks into your home and they break the tower withing 60 seconds ( that is called a smash and grab by the way) Simpli-Safe will ignore it as they did when we set our alarm off accidentally. Reason being it stopped within 60 seconds. And your tower is the alarm so it leads someone right to itself.

5 years ago

star star star star star_border

Al Diggs Westerville, OH

I have had this system installed in my Condo for three months ,no problem ,good customer service , also there is a security camera available , that works with my smartphone .good value for the cost $14.95 p/m

5 years ago

star star star star star_border

Robert Wilson Amherst, NH

Excellent engineering. Very easy install. Sketchy instruction manual - needs work. Excellent Email/Blog response. Don't know about phone - didn't try that. No regrets purchasing.

5 years ago

star star star star star_border

Paul Jordan

Easy installation with or without cameras. Add as many or as little parts as you feel comfortable with. Great response to alarm situation when my wife left a dog in the house and the motion sensor was set off.

6 years ago

star star star star star_border

Liz Washington, DC

10 months ago

star star star_border star_border star_border

Chris K La Marque, TX

Customer service has No IDEA what wifi 6 or WPA3 is. Not good for a home security company. Simplisafe will only connect to wifi5 or less or wpa2 or less. No WPA3. I found this out on my own as no one at simplisafe has this info. Sad that a home security company has uninformed employees and worse that the system doesn't use the newest wifi security

1 year ago

star star_border star_border star_border star_border

Bellamii Lakeland, FL

The SimpliSafe system is a fraud the reason for that is because agents and TL will stay one thing and then when customers call in and speak with a different agent they are told information that is not correct or calls will hang up . Not all the agents are bad but they do not do there job right at all . I had spoken to an agent that no longer works there due to her call avoiding and i think all the agents there call avoid not to work

2 years ago

star star_border star_border star_border star_border

D Woodstock, IL

Sadly, I had the same experience in calling Technical Support twice today to ask about some technical issues with their equipment. I thought that it was a coincidence that I held for 20 plus minutes twice, and on both occasions the phone then rang and hung up...UNTIL I read the review that said the same thing. How stupid. Trying to chase business away? No thanks. You blew it.

2 years ago

star star_border star_border star_border star_border

Herb Van Gent Toms River, NJ

Simplisafe is the Worst. Customer Service is nonexistent. They have a call center that sounds like a party going on, and their responses are always the same...take out the battery and reboot. I have made so many calls to their center and asked for a supervisor but I never get one I am canceling out my service as I feel it is useless since it does not Function as stated.

3 years ago

star star_border star_border star_border star_border

Bruce Johnson Okemos, MI

I like the price $14.99 per month. However I do not like the following. 1. The hold time waithing for a customer service representative is long, as long as 90 minutes to get my first issue resolved. 2. The part I requested, a remote key fob, has been sent to me three times, each time it is the wrong part. 3. The rep said he would call me when shipping the 3rd one to verify I received the right one, no call. 4. I emailed them and asked for a manager, quick reply that a manager would call me, three days now, no call. Very disatisfied, whose in charge there?

3 years ago

star star_border star_border star_border star_border

Nate Chicago, IL

SimpliSafe system was spotty at best. System was unreliable, generally very unlikely you could arm remotely via your cell phone. When you call customer service they were usually at a loss. The unit base was replaced 3 separate times and the issue was they could simply not make it work. I would strongly recommend AGAINST anyone buying if you actually want a reliable smart security system.

3 years ago

star star_border star_border star_border star_border

John Roseville, CA

I had this product for almost 2 years. The first year we had few problems. This year we have been having with dispatch connection and they can't seem to fix the problem. We are on our third base replacement and it is still not fixed. Calling the Tech Support office is a nightmare. You can't hear the person you are talking to because the office background is so loud. Vert frustrating.

3 years ago

star star_border star_border star_border star_border

Lawrence Tognetti Menlo Park, CA

I have not ever received the alarm yet and it has been a terrible experience. I have called customer service 4 times to find out where my alarm is and I have gotten 3 different stories of where it may be and one answer after being on hold while trying to find it that they have to call me back. Needless to say, it been two days and no callback and still no evidence that the item has been shipped, but they have my money. My suggestion find a different company this on is not ready the customer service is the worst I have ever experienced

3 years ago

star star_border star_border star_border star_border

gary Deltona, FL

Bought their special around Christmas. They kept selling, but they quit supporting for a little too long. No answer to voice mails, no answer to email. A TOTAL breakdown and, from a security company TOTALLY unacceptable. I wonder how many new customers were left TOTALLY unprotected while they were down. I thought this was a good company. That changed very quickly.

5 years ago

star star_border star_border star_border star_border

Randy Middleton, WI

Bad experience, as the system was constantly giving us errors even though we set everything up properly. Would work fine for a few days, and then a random error would pop up with one of the sensors even though we didn't do anything to trigger it, move any sensor, or prompt the error. Spent waaaaaay too much time on the phone with them with super long hold times (20-30 mins). A new version of system came out right after we bought ours unfortunately for us.

5 years ago

star star_border star_border star_border star_border

Ronnie Brannon Tomball, TX

I purchased this system because of the great reviews. I had some problems with installing the equipment and attempted to contact customer service for help. What a disappointment that was. I would wait on the phone around 30 to 40 minutes to no avail. They gave an option to enter "5" for a call back. They NEVER call back. After going through this routine around four times on different days I gave up and sent the equipment back for a refund. I feel like this would have been a good system but let the buyer beware of getting help when having problems.

5 years ago

star star_border star_border star_border star_border

Claudia Ionescu

Bought the equipment a few months ago At the beginning customer service was easy to reach Had some issues with the system in the last couple of weeks and reachung their customer service is a nightmare Called yesterday around 2 pm .after waiting for 1/2 hr I left a voice mail.They called back today at 11 am while I was at work I was assured the system was ok however when I got home that was not the case Just called them and left another voice mail I want to terminate the service

5 years ago

star star_border star_border star_border star_border

Jimbo Chesapeake, VA

I purchased the top system—700+ dollars. I had a few concerns and ATTEMPTED to contact CUSTOMER NO SERVICE. So disappointed. Called twice and left my number. SimpliSafe NEVER CALLED BACK. Then I tried again and was on hold for 23 minutes THEN WAS DISCONNECTED. When I called in to cancel my service and return my equipment, I was told by the gentleman that spoke to me that this is the problem with SimpliSafe, they don’t have enough people to take care of customer service and so many people are getting frustrated. ME TOO!!!

5 years ago Edited September 14, 2021

star star star star star

Bill Phoenix, AZ

As a retired police officer, I have encountered many alarm systems. Simplisafe is tje easiest to work with, & the best service & price.

5 years ago

star star star star star

Sean Kelly Orlando, FL

Good experience with customer service, the product is reliable and easy to install. Passed every intrusion test I could throw at it.

5 years ago

star star star star star

Michael Gorski Indianola, IA

I've had SimpliSafe for about one year now. Outstanding equipment and support. They don't rob you with overpriced equipment or monitoring fees.

5 years ago

star star_border star_border star_border star_border

Alexander Krupetsky Bryn Mawr, PA

Had the worst experience while activating. I have had alarm systems on numerous properties over the years but this call to SimpliSafe really got my blood boiling. I was told that I have to go to a higher cost plan so SimplySafe can tell me what sensor location triggered the alarm. What nonsense? ADT would always tell me what triggered the alarm. I bought two systems over the holidays to protect the two homes I own. The monitoring price was attractive but this episode really turned me off. Will not activate and will look for another monitoring service. STAY AWAY FROM SIMPLISAFE!!!

5 years ago

star star star star star_border

Don Orlando, FL

We learned ONLY through trial and error that the camera does NOT work with 5G network. Had to return camera. Other than that it satisfies our needs.

5 years ago

star star star star star_border

Ken Roberts Rock Hill, SC

Simple install for someone who is not IT type. Quick response to alarms and no hassle replacing bad parts. System tell you if you have a bad sensor when trying to set alarm.

5 years ago

star star star star star

Douglas Long Naugatuck, CT

Wonderful product, works as advertised. I have had this system in service for almost 1 year with absolutely no problems.

5 years ago

star star star star star

Steve S. Los Angeles, CA

Pretty easy to install yourself, very reasonably priced, no contract required, excellent customer service and easy to get a live person.

10 months ago

star star_border star_border star_border star_border

Disappointed Alexandria, VA

This company is a scam. I paid over $1K and never received any equipment. I even paid for expedited shipping, to no avail. Emails are not responded to and their phone help desk hung up on me when I called. Stay away and order elsewhere.

1 year ago

star star_border star_border star_border star_border

V K Los Gatos, CA

I have an older version of the Simplisafe system (from 2016). The software that came with it is not runnable on any modern OS, so the whole system became useless. Instead of having an upgrade for the software (which would be a relatively cheap investment), the company proposed upgrading the whole system. Don't use this service!

1 year ago

star star star_border star_border star_border

Chris Clements Benton, AR

Setup was easy, however, felt I was misled to think g I could self-monitor my home. Nope! They gotta charge you that monthly fee, if you want to see activity on your phone. Two thumbs down.. Returning equipment!

2 years ago

star star_border star_border star_border star_border

Megan Aurora, CO

Had 2 faulty doorbells. Was told that they could not do anything for the trouble and could not ship a return box because everyone is working from home. I am expected to pay for a new box and go to return both faulty doorbells. Worst customer service ever! Do not buy!!!

2 years ago

star star_border star_border star_border star_border

Arthur Michelson San Jose, CA

Got their system and installed it. First test failed. Returned the system weeks ago - still no refund. Called several times - very long holds and when finally connected, got disconnected. HORRIBLE customer service. Customer service? - not sure that’s in their lexicon.

3 years ago

star star_border star_border star_border star_border

Frank B Laurelton, NJ

The cameras and the video door bell do not link up well with WiFi. The wait times for customer service is very long. Dogs under 50 lbs. set off the motion detectors despite the claims to the opposite. When you do get customer service they do try to help but the equipment is junk.

3 years ago

star star star_border star_border star_border

Travis Woll San Antonio, TX

System is user friendly but if anything goes wrong forget about customer service. I’ve been on the phone now for 1 hour and 45 min. I’ve spoke to someone for 5 min who put me on a “brief hold”.

4 years ago

star star_border star_border star_border star_border

Kathy Millbrook, AL

I have had a basic system for over 1 year. The system functions great most of the time! But, beware if your system malfunctions after 12:00am (eastern)- actually Customer Service will not answer after about 11:45pm. You are unprotected, and have no recourse until Customer Service reopens in the morning. This is not 24/7 protection.

4 years ago

star star_border star_border star_border star_border

Gary Clack Port Bolivar, TX

The system was easy to set up but never functioned as advertised. They claimed to have cellular coverage in my area and obviously did not. Turnaround for contacting support measures in days not hours. I was never able to get support when I was working on the system at our beach home. I am returning the system to get a refund.

5 years ago

star star star star star

Brenda Wilson Statham, GA

Had the system 4 months very pleased with it. Customer service is great. Would recommend Simplisafe to anyone.

5 years ago