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:03/29/2023

  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 own 2 SimpliSafe home security monitoring systems that have been used across 3 addresses in ******** and NY. In Feb 2022, I called SimpliSafe to terminate all billing as services were no longer needed. In June 2022, during the timeframe I was moving to SC, I started receiving text notifications ( but not bills) from SimpliSafe. I again called and told them the systems were not in use and to stop the messages. Just recently while going over credit card statement s for my tax prep, I saw that after many months of terminated billing, SimpliSafe started charging my account on 11/25/22 each month for $30.23 By their own records, I had never called and requested service to be turned back on. Today, 3/24/23, as look at the online account, I have NO active service, but it shows 5 months of charges since Nov 2022. Upon calling **************** and being referred to ***** who handles billing problems, he told me the management would only allow them to refund me for 3 mos of the 5 because its not their responsibility to start and stop billing. He said I might have had their app on my phone an bumped it and the billing started again. Are you kidding me?? I just spent an hour of my time being ripped off and insulted!! Bumped an app!!!This is a complete scam! How many people do they reactivate charges on and the people never noticejust sucking money off credit cards that they have no right to?I want my 2 more months of $30.23 back and I will do everything in my power to spread the word for people to avoid these con artists. Guess what systems are going in the trash wont even sell them as they will just rip off the next user! Bad Karma!

  

  Business Response

  Date: 03/31/2023

  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:03/28/2023

  Type:Product 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 ordered from SimpliSafe website several items totaling $1083.95 on 2-25-2023. I received the items on or about 3-2-2023. I decided not to keep the system as it was not going to work for me. I called Simplisafe on 3-5-2023 to let them know of me returning the system, and the customer service rep. emailed me a return label as we were speaking. **************** rep said send the package back and a refund will be issued to method of payment within 3-5 days of receipt of package. I sent package via **** on 3-7-2023. No refund recorded to method of payment. I called on 3-24-2023 and talked to **************** rep for about 20 minutes and he acknowledged receipt of returned package and said my refund would be returned by Monday 3-27-2023. No refund, customer service rep lied to me. I am not going to keep calling Simplisafe about a refund that they should already have completed. 60 Day money back guaranteed!! *********** my account for $1083.95 and we will be done with it!All supporting documents related to this complaint are enclosed.

  

  Business Response

  Date: 03/29/2023

  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: 03/31/2023

  [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. My card was credited $1038.96 on 3-31-2023, Than you for the quick response.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/28/2023

  Type:Product 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.

  Simplisafe has an offer, which is still ongoing, to give a $100 **** gift card as a referral bonus when referring another person to their service. The gift card is supposed to be issued to the referrer (me) after the referred person has had their account open for 30 days, and the person I referred to Simplisafe has met this requirement. I have spent multiple hours on the phone with Simplisafe customer support, including speaking with a supervisor on 3/27/23. At first they tried to blame the third party vendor and directed me to them. Upon contacting the third party vendor, the vendor confirmed that the issue is Simplisafe never issuing the gift card - it is not the third party vendor's mistake (I have attached the correspondence in this regard to this complaint).After advising Simplisafe of this, Simplisafe has since confirmed to me that I met all requirements for the referral gift card, that I should have received the gift card, that I have not received the gift card, and that they do not know why I never received the gift card.Their "solution" is offering me a free camera that I don't want, or 3 free months of service, which is a $60 value (their service costs me $20 per month). I told them that I would gladly accept 5 free months of service to get the promised $100 value, but they refuse. These are the only "solutions" they are presenting me with.What makes this even more frustrating is that they are still currently running this promotion. So their false advertising and bait-and-switch tactics are getting them new customers, and they are not fulfilling their offer. All I want is what they are promising in their offer - a $100 **** gift card. Again, I'm even willing to work with them and would accept $100 worth of their service, but they refuse, telling me they won't give me more than 3 months of service (a $60 value).

  

  Business Response

  Date: 03/29/2023

  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: 04/03/2023

  Better Business Bureau:
  
  

  The business responded to me as a result of my complaint, and resolved the issue by giving me 5 free months of service, which equals the value of the promised gift card.  The representative that helped me was confident that the 5 free months have been entered into their system, but I won't know for sure until more time elapses.  If I end up being charged instead of receiving the 5 free months, I will first reach out to the company, and if not resolved, I will open another complaint if needed.

   

  Thank you for your help.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/24/2023

  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.

  We purchase a home alarm/monitoring system from SimpliSafe in July of 2022. From the beginning, we had connection issues with only certain window entry systems not responding. I have called them at least 4 times and spoken to "technical" people who suggested we "try this" or "do that." all of which would work for a day or two and then stop. They sent replacement entry systems, new batteries, pieces of tape because they said the problem is because we have metal frames (although that does not seem to be an issue with other windows or the doors). Now, when I asked to return the system and get a full refund, I was told that was not possible because it is out of warranty, even though the representative I spoke to could see there have been issues since installation. I was even told that she could approve the refund, but refused to do so because it is out of warranty, even though she could see the history of the issues we've been having. When I asked to speak to someone above her, a supervisor or manager, I was told there was no one, that she was the person who could approve the refund but would not.

  

  Business Response

  Date: 03/26/2023

  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: 03/27/2023

  [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:03/21/2023

  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 security System from Simplisafe. After awhile, it didnt suit me so I tried to return it. The pandemic came about and the system just sat in my stuff. I called Simplisafe to ask if it was okay to still return it and they said yes. I returned the entire system awhile ago but I have yet to receive a refund and I keep calling back. 4 times they have said that the refund has been issued, now theyre saying that they didnt receive it when I have proof of **** tracking it and them receiving it.

  

  Business Response

  Date: 03/26/2023

  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:03/21/2023

  Type:Billing 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 have "subscribed" to paying monthly for Simplisafe at $29.67. I called today to stop my subscription. I spoke with several representatives, including management who disconnected our call to get this cancelled. Each person gave me the run around basically saying they wouldn't stop the monthly payments until there was another credit card on file which I didn't want to do. I was assured by the last representative, (****** or ***** - she had an accent) that the payment would be stopped and I would receive an email stating so. I have received such an email. I did call my credit card company to dispute the charges. I explained my situation to ***** and they have sent in a dispute for the charge. I don't know where to go from here. I feel like I've taken all appropriate actions outside of obtaining legal help. The only action I'm looking for is to have these monthly payments stopped.

  

  Business Response

  Date: 03/26/2023

  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: 03/27/2023

  [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:
  
  Thank you for responding.  I did receive a call from "****" with SimpliSafe stating he was removing the card from their files and I would no longer be billed monthly.  I have not yet received the confirmation email he said was coming but am hopeful it will arrive soon.

  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/16/2023

  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.

  About a year ago, I signed up for Burglar Alarm monitoring service with Simplisafe. The monitoring hardware uses a Base Station to communicate with their monitoring facilities. From day one, the Base Station could not connect to their monitoring facilities. I reached out to their customer support. They accepted that there is some mismatch and tried to fix it by sending a replacement SIM cards and microchips. None of the quick fixes worked. Finally they decided to send me a new system this month (March 2023). And it worked for the first time.On 3/16/23, I spoke to ****** in ******************* However, all these months there was no monitoring service but they continue to charge me the monthly fees. They gave me a discount for Jan-2023, Feb-2023. That was only 2 of the 12 months they could not provide the service. The account in question was ******. It has been closed now and replaced with a new account for the new system they replaced with.I would like them to give refund for the full 12 months.Thanks for your help

  

  Business Response

  Date: 03/26/2023

  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: 03/30/2023

  [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:03/15/2023

  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 account with Simplisafe for minimal security coverage. I paid $4.99 a month for camera monitoring, one base station, a door sensor and a keypad. (No 24/7 security/emergency call feature) I chose this plan because it was the cheapest and I felt that having video footage and an alarm was all that was necessary in this instance. At some point in Jan 2022, I had an issue with my keypad (it stopped working) and had to seek help from customer service and order a replacement keypad. Somehow in this interaction, my personal credit card was charged (I think for shipping or something for the replacement keypad), but after that - my personal card was charged for the exact same security system, $4.99 a month. From January 2022 until March 2023, Simplisafe charged both my business account debit card and my personal credit card $4.99 a month ($9.98 total) for the same security system. I called today to dispute the duplicate charges, and they were only willing to refund 3 months from "both accounts" - they claim I have 2 accounts in the system because it explains why there are 2 charges, however, I insist I only have one - it's the same account I've had all along, and it's the only account I can see when I login to my Simplisafe App and look under "accounts management." Even in the app, it says I am only charged $4.99 a month (and it has the correct debit card on file), there is no record visible to me within my account of a second account or a secondary card/charge. I only caught it in my credit card statement, and it's not a card I use very often, I'm simply trying to pay it off - so I didn't notice until now. I would like for Simplisafe to refund the entirety of the $84.83 that they double-charged me. (So far, they have only refunded $29.94)

  

  Business Response

  Date: 03/26/2023

  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:03/14/2023

  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.

  This is the second time having issues with refunds. The initial complaint was eventually resolved after 2 weeks of my initial BBB complaint with ****** (Office of the CEO).In a nutshell, I returned a 2nd complete system, in its entirety over 5 weeks ago with no updates or refunds from Simplisafe. After nearly an hour with customer service, they acknowledged that they messed up and "issued" me a refund for $165.47 (even with a email confirmation). I recently checked my credit card statement reflecting a refund of $125.47 instead. After following up with another call, they refused to fix this issue and refund the correct amount.At this point I'm certain that either their warehouse receiving department is a mess OR this there is a shady practice to refusing refunds or shortchanging customers. If you look at the other complaints, it's pretty apparent.It's sad that it has to come down to a BBB complaint to resolve these kind of issues. I'm glad I made right decision to go with Ring instead.

  

  Business Response

  Date: 03/26/2023

  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:03/07/2023

  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.

  Bottom line up front, Simplisafe has failed to refund me for my purchase that was returned on 21 February 2023. I have made 4 attempts to get my refund, but have not been successful. Details: On 7 Feb 2023 I purchased a home security system from Simplisafe (order #********). On 13 Feb, I requested a return label, as I decided to return the entire order. Everything was sent back in the original packaging. the package was received at their facility on 21 Feb. I called on 23 Feb and was told the refund has not been processed yet, but they still have another 24 hours left (per their refund policy, which states refunds will be processed within 1-3 days of receiving package). I called back on 28 Feb, and talked to *********. He ensured me that he processed the refund right now, and that a superviser was going to call me that day with a confirmation code. I never received a call. On 6 March I called again. The initial customer service rep told me that they tried to process the refund back to my card, but it wouldn't go through. I then asked for a supervisor. The supervisor told me that it was an inventory error on their end and she was looking into how to correct it. She eventually connected me with *******, who told me that is was a coding/programming issue with their software that was the issue. He stated that he would get an override to get the payment processed, but the individuals who had the authority to do the override had left for the day, but he would personally call me back the next day (3/7) at 11:00am EST with answers, but he never called. on 7 March, I spoke with ****, who informed me that they switched to a new billing system which had issues affecting my account. I was then told by **** that the refund was processed, however when I asked him for a confirmation #, he was unable to provide any proof of the refund being processed. At this point, I am still waiting on my refund to be processed. Total time spent on the phone so far: 3 hours and counting.

  

  Business Response

  Date: 03/08/2023

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