Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the SimpliSafe Safe Black Friday deal which included a $100 **** gift card 35 days after I started professional ************* has now been almost 2 months since Ive started professional monitoring and they have not sent ********, I received a $1 gift card from SimpliSafe and I could not get a straight answer on if I would be getting the remaining amount.

  

  Business Response

  Date: 02/28/2025

  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

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30th I purchased a simplisafe security system. I was promised a 100 dollar gift card with my purchase and that it would be issued 35 days after set up. I reached out to simplisafe 4 times and have been told they are sending it each time. As on today 2/27/2025 I was just sent a 1 dollar gift card "1 DOLLAR". This is not what was promised and has taken 4 months longer that stated to even arrive. I want my 100 dollar gift card that was promised when I purchased the system.

  

  Business Response

  Date: 02/28/2025

  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

  Date:02/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with a camera and then there was a ton of miscommunications and I was lied to many times.

  

  Business Response

  Date: 02/26/2025

  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 Answer

  Date: 02/26/2025

  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

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought simplisafe security system .my account is tied to my email address ******************** They forced at the begining to start with pro plan which is $50 per month & free for first month . after 2 weeks I wanted to cancel the plan . Its impossible to reach to the customer service department . I spent already 1.5 hours , their phone numbers are not working Im about to be charged for the service that I dont have any option to cancel .

  

  Business Response

  Date: 02/24/2025

  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
  
  

  Customer Answer

  Date: 02/24/2025

  [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,
  
  Ender Bahar

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a SimpliSafe alarm and sensors throughtout my house. I was told the entry sensor would last 10 years. It lasted barely four. Another sensor was also having problems, continuing to go off after I changed the battery. I just wanted two replacement sensors. ***************** 1. denied that the battery life was supposed to be 10 years, despite my providing a link to their website 2. told me to get up on a ladder and find information about the sensor there. I am disabled. They told me too bad, I needed to hire someone. 3. I finally contacted the CEO and ******** from escalations said she would send me two new sensors. 4. Instead of a new sensor as promised, I received two refurbished sensor. I wrote ******** asking if these had the full warranty. Instead I have received a number of nonsense replies from SimpliSafe's customer service. I just wanted what was promised: a new. entry sensor and window sensor. And I would like to know how long the warranty is on these sensors. It should not be this hard. ****

  

  Business Response

  Date: 02/24/2025

  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

  Date:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a security system and returned it within the return policy dates with the merchant's label. I continue to be charged monthly by Affirm - in January and February for the order which was returned in December. It appears SimpliSafe did not issue the refund to Affirm. On January 28 I was told by SimpliSafe via text support that a refund would be issued in 3-10 business days. I am seeking a refund sent to Affirm so that I will not continue to be billed for an order I returned and did not use.

  

  Business Response

  Date: 02/24/2025

  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

  Date:02/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service in Dec. 2024 on their website. Although I did not get a confirmation, no charge was made to my account. Then in Jan. ther was two charges on my account. I contacted ********************** and took their suggestion to delete my account. I was assured my money would be refunded. I was supposed to get a *** within 48_72 hrs. No ***l came. When I was able to contact them again. they canceled my account but refused to give me the refund. Their reason was because I had requested to have my account deleted, which did not make sense. It was not my fault that they did not recognize my original request for cancellation or ***l me like they were suppose to.

  

  Business Response

  Date: 02/24/2025

  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

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I referred my parents to simplisafe and we called in, on December 7, 2024 to place their order. There was a $200 referral bonus associated with referrals that you can collect after service activation. Simplisafe has refused to pay this. They strung me along for 60+ days only to own up to the fact that they lied and will not pay. This practice is deceptive and they should not be allowed to do this! They first said that in order to receive the promotion, the new service needed to be in place for 30 days, then when that time elasped and i called in, they said it was 45, then 60. They are lying to people to gain more customers and stealing!

  

  Business Response

  Date: 02/24/2025

  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 Answer

  Date: 02/24/2025

  I will await your response. However, I would like to keep this open until my issue has been resolved. There has been a corrosion of trust by Simplisafe up to this point.

  Regards,

  Crystal

   

   

  

  Business Response

  Date: 02/26/2025

  Hello,

  The protocols for receiving the Gift Card were not performed correctly and no mention of the Refer a Friend Gift Card promotion was mentioned during the initial contact for the purchase. Due to a representative stating to Crystal that a Gift Card would be issued we went ahead and Processed the Gift Card.

  We spoke with Crystal on Feb 25th after fast tracking the Gift Card and confirmed with Crystal that the Gift Card was received.

  If you have any further questions please contact our Customer Support Team.

  SimpliSafe Customer Support.

  Customer Answer

  Date: 02/27/2025

  [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

  Date:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using SimpliSafe home security system for several years. They advertise that the equipment is under warranty as long as we pay the monthly monitoring fee. I have had all 3 of my smart locks go bad and when I try to use customer service they have me run through the same steps over and over again until its too late to continue troubleshooting. I asked if they could send me replacement locks during our most recent chat on 2/18 but they said I had to troubleshoot more! I asked to talk to their supervisor and they said they are unavailable. The most recent troubleshooting step froze my base station so I cant use the app anymore.

  

  Business Response

  Date: 02/20/2025

  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

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Simplisafe alarm system last year in May or so with a trial of a monitoring package. The alarm system did not work as anticipated, and I sent the equipment back shortly there after. The equipment was returned in July (this was verified by there representative. But even they show that the equipment was returned and there is nothing to actually monitor they continued to charge me for the monitoring package for 7 months. On 2/18 after discovering this, i chatted an agent who said I would need to call in to get the refund, and have the cancellation completed. On 2/19 I called the number provided and was transferred to another department to have the refund completed.When I asked the new department I called for a refund of the charges, they refused. They could provide nothing as what I was actually paying for if they already had the equipment back, other then supposedly it was my fault because I didn't cancel correctly. I find it incomprehensible, that a company would continue to charge $32.75 for a service that they in absolutely no way could be providing since they knew they has the equipment back. They said I could call a different number, but that was the same number I originally called.

  

  Business Response

  Date: 02/20/2025

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