ComplaintsforSimpliSafe, Inc.

Burglar Alarm Systems

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Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Will not reimburse for return expenses even though the return label sent was not accessible
Business response
09/28/2024
Hello,

Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,

SimpliSafe ****************
Customer response
09/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We referred a friend and were supposed to receive a $200. They are giving us the run around despite providing all the information requested. Cant seem to talk to anyone in the ** and the off shore call center people barely speak English.
Business response
09/24/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Customer response
09/24/2024
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I was contacted today by a Simplisafe representative (**** *******) and in that conversation he indicated he would expedite the gift card issue and also sought input as to why the process didnt work in the first place. I was also given his direct email in case follow up is needed. The card should arrive in about 45 days or less. I am satisfied with the response and **** has restored my confidence in Simplisafes usually excellent customer service.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*** ****
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I'm no longer using my Simpli Safe equipment and would like to cxl the service or renew the service but am unable todo so. I purchased the service over 5+ years ago. Since then I no longer have access to the email or the phone associated with the account. I have asked them to let me renew the service and have given them the ** of the base that I am using, I have given them the old address and phone number on the account. They have confirmed 2 of the 3 pieces of information that they need to open to reset my safeword but because I cannot remember the email address they will not cancel it but continue to bill me for the service. For me to cancel service I have to close my bank account and cancel my debit card for them to stop taking money. I do not have a problem with the service offered, I just want to correct everything so I can update and continue to use the service. I can't purchase an equipment do to the email issue. If I can use the service then I don't want to pay for it and they continue to take the money out of my account.
Business response
09/21/2024
Hello,

Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,

SimpliSafe ****************
Customer response
09/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response might satisfy my issues and/or concerns in reference to complaint #********. I do have a concern that after I accept their response that they do not contact me. I'm also concern that the answer we be the same.

Regards,

***** *******
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a complete simpli safe system. Entry sensors, outdoor cameras and even smoke alarms. I paid for professional installation. My system has never worked well since day 1. You get your 1 month of monitoring for free. So I called before the end of the first month and was told they would give me another month to work it out. After that month again was not working right. I tried wi fi extenders to help: my outdoor cameras were picking up too late or not at all. They gave me another month free since I purchased the wi fi extenders. While I appreciate them extending my free trial that was not what was happening. When I finally said I want my money back this system will not work and after the calls and attempts to make it right they couldnt either. I was told sorry you are past your 60 days no refunds. So they were not extending my free trial only getting me past it. I am stuck with this system. I downgraded to the feee service which I was told was free for self monitoring and would be able to view my cameras for 7 days only to find out that was not the case. I have to pay 10 dollars a month for self monitoring with recording again I was told something else. . I left my house and the camera picked me up leaving an hour later they did not pick me up coming in. The cameras will either not pick up leaving or coming. I actually had a sensor fall off a window and somehow I was able to set the alarm and was never aware it was off. That should not have happened. I put it back up but wonder why I was not alerted and how I could set the alarm. ??This is not a safe system. I had replaced a wired system and that worked flawlessly but I did not have outdoor cameras and as it stands now I only have them when they decide to record. Buyer beware! I personally know someone with the ring system and it works great for them.
Business response
09/20/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe Customer Service
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I contacted Simplisafe in late July or early August. The customer *** that I spoke to was rude and I could barely understand them. I told them that all I wanted was to cancel my monthly monitoring service as I am displeased with this company and the fact that they continue to increase their price but not provide anything in return to its customers. I am not being charged $21.99 per month.I tried to take care of this online but this company will not allow a way to do so and make it almost impossible to cancel your monitoring.I am seeking a credit to my card for the August 2024 and September 2024 charges of $21.99 each.I want all methods of payments removed from my account as I do not trust this business any longer.Lastly, this company promised me a mover's discount back in 2020 when I relocated to a larger home. I had tried on several attempts to speak to someone about getting this 15% off discount applied and they never came through. **************** ***s are rude and this company has become greedy and no longer cares about its loyal, longstanding customers.Thank you for your assistance.
Business response
09/20/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Simplisafe system to monitor a property after speaking with a customer service/sales person who confirmed in detail that the system can be fully operated via mobile app and the web. It turns out that is not true, and there are certain functions that for no real reason, can only be done with the physical keypad. Because of this significant limitation, I have canceled the SimpliSafe service. I spoke to a supervisor via chat who agreed to refund two months of my service bills, as I had to drive two hours to change a function that was supposed to be able to operated remotely. This was to address my time and paying gas to do something that was supposed to be done remotely. I then spoke to another supervisor by phone to process the refund, per their instruction, and that person too my information and then left the call to confirm a detail and never came back, hung up the call, and then never returned the call or followed up with more information. They are supposed to be buying back the system based on the incorrect information the sales person gave me, and the expense I incurred based on the system not functioning as advertised. I am asking for someone to call me back to process the refunds that were promised via chat with a SimpliSafe supervisor based on the fact their salesperson gave me incorrect information about how the product functions. I am still keeping one other account active, but this one must be closed as it cannot do what they said it can. Thank you.
Business response
09/17/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Initial Complaint
09/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I moved to a new home and no longer wanted the SimpliSafe service. I called to cancel. The *** would not cancel, and instead encouraged me to install the sensors and utilize the service. I contacted them again today asking to cancel, and they refused to cancel in writing. They said I had to cancel by phone. I let them know that I already tried that route and was not allowed to cancel.
Business response
09/16/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
SimpliSafe is a low quality system with major security concerns, which is ironic considering security is supposed to be your business. I never liked SimpliSafe. Their products did not worked or worked inconsistently the minute I got it. Constant calling to technical support did not work and it all boils down to low quality products. Their door sensors and window sensors work but their outdoor camera are poor. My front porch camera wont pick up the delivery drivers unless they are right under the camera which defeats the entire purpose. My camera has a view of the entire porch which is no mare than 5 feet long. My camera does not help me for what it is intended for. The doorbell is outdated and can only be hardwired in. I have pieces of SimpliSafe hardware doing nothing. I was recently double charged for service and after investigating, I realized SimpliSafe does not provide any data on your account with your payment information. I called them twice and spent an hour trying to get them to explain to me why I was double billed. The first contact I made with them, the agent should not explain anything and could not understand English enough to answer my questions. The second time, I made a call and was put on hold for 30 minutes before being hung up on. The second time I called The agent was able to explain what happened, and had to admit SimpliSafe did not have proper billing information. There is no proof on SimpliSafe I was double charged. There are no receipts. I'm getting ready to purchase a home and when I move I will be getting a new security system if Simplisafe cannot send working products. That is me being nice considering their billing system is practically illegal.
Business response
09/11/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Initial Complaint
09/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Although I cancelled my service with SimpliSafe they are still deducting money from my account. They have charged me a total of $61.97 in three payments, each taken out of my account on the 5th of July, August, and September. In a previous complaint against SimpliSafe I complained there was no way to cancel service with them, and I received a timely response from them stating that my account had been terminated. I would like to again receive assurances from SimpliSafe that my account has been terminated, as well as a refund of the $61.97 they have recently charged me, please
Business response
09/11/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Customer response
09/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*******************************
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My father died and I'm in town for a few days to help settle his affairs and clean up his home. I called SimpliSafe on Friday and asked if they were able to send equipment by Monday and have it installed the same day, since I am flying out the next morning. They assured me that that was no problem, it would arrive Monday and the installers could track the package and set it up on Monday and so I bought a whole lot of expensive equipment. Then I immediately called the installers and they told me that everything SimpliSafe had told me was a lie. They could not track the package and they were booked for days. So, within 15 minutes of buying the package I called SimpliSafe back and canceled my order and they told me it was no problem and I would see the money come back to my credit card soon. Now it's Monday and I get an email that the package has been shipped and will arrive Tuesday. So I called SimpliSafe to see what the h*** is going on. They told me that no one canceled the order. The woman on the phone believed me that I had called and that they had told me it had been canceled. This is obviously a scam that they do all the time. If I want my money back, I have to send them back the package, but of course I cannot do that from across the country. So now I am paying for whoever decides to either steal or trash the package.
Business response
09/10/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.

Sincerely,
SimpliSafe ****************
Customer response
09/10/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Since I was lied to by two out of 3 SimpliSafe ***** telling me someone will eventually look into it is hardly a solution. While you stall, your package is still en route and nothing has changed.

Business response
09/20/2024
Hello,
On September 11th, 2024 we spoke with ***** *******, we apologized for the misinformation and processed full refund of charge equal to $1,051.27 processed back to the card that was charged and offered to let ***** keep the system or return with return label that was previously provided.
If you have any further questions please reach out to our Customer Support Team
Best Regards, ********************** Customer Support.
Customer response
09/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** *******

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