SimpliSafe

Level 2 customer support

So, I was really struggling with the first level of tech support that SimpliSafe uses. I tried both the chat and a phone call to work through the issues with my lock and both experiences were miserable. It took two hours each time for them to escalate my call. During the chat, it felt like I was getting passed to new people every twenty minutes because I would be asked them same question over and over again. What eventually made the experience better was speaking with the next level of tech support. I spoke with Shay and she was absolutely awesome. She immediately built trust by promising that I wouldn’t be going through the same basic steps as I previously had on the other two support calls and she held that promise. We were able to get one of my locks fixed and replacing the other one. It was nice to speak to someone with such great customer service and be treated like a person and not a number. Shay was AMAZING.

I absolutely loved SimpliSafe in the…

I absolutely loved SimpliSafe in the beginning, but unfortunately that didn’t last. One by one, my sensors started malfunctioning and randomly disconnecting. My husband and I made well over 20 calls to customer service trying to fix the problem. It got so bad we’d actually debate whose turn it was to call because we both dreaded dealing with customer service. Every representative had a different explanation, yet none could figure out why the sensors kept disconnecting. Instead of fixing the problem, they mailed me new adhesive tape. We even bought new sensors out of our own pocket, only to later learn from one of what felt like 50 different representatives that we qualified for free replacement sensors. Throughout this entire ordeal I kept suggesting the base station was the problem, but my concerns fell on deaf ears. Instead, they wanted to charge me over $200 for a replacement base station, even though you can buy an entire new SimpliSafe system for about the same price. We live in a brand-new home. We weren’t asking for anything unreasonable—we simply wanted an alarm system that worked. Eventually I canceled my monitoring service. Ironically, one representative finally suggested replacing the base station and, surprise, surprise, all of my sensor issues magically disappeared. She also gave me three months of free monitoring. After the free period ended, the price increased. I later fell on hard times financially and decided to cancel monitoring. The representative wasn’t happy and tried everything to keep me. When I still canceled, she disconnected my entire SimpliSafe account, even though the system is supposed to work without monitoring. I then had to spend hours on the phone with another representative to get my system working again. Thankfully, that representative was polite and very helpful. Then SimpliSafe emailed me a return label because of an issue on their end and sent me a refurbished base station. The refurbished unit has never worked properly. It won’t charge the backup batteries, so every time I lose power or internet, the base station immediately starts chirping. The backup batteries are supposed to keep the system running for up to 24 hours during an outage. I live in a remote area where power outages happen from time to time, making this a major safety concern. I spent over five hours across three separate calls trying to resolve the issue. Customer service is now outsourced, making communication extremely frustrating. One representative insisted the rechargeable batteries were the problem, so I bought brand-new ones. That wasn’t it. We reset the base station and I was told, “That should fix it,” and if not, they’d send a replacement. It didn’t work. I called yet again, spent more hours on the phone, and another representative agreed to send me a replacement. Guess what arrived? Another refurbished base station. One final disappointment: features that were originally included with the system are now locked behind a paid subscription. You now have to pay monthly to access functions that were once included with your purchase. I’ve given SimpliSafe far more chances than most customers would. After years of sensor failures, contradictory information from customer service, unnecessary purchases, defective replacement equipment, and countless hours wasted on the phone, I’m done. I’m switching to Vivint and sincerely hope the experience is better. I do not recommend SimpliSafe. Save yourself the frustration. Don’t walk—run from this company. After submitting my review, I received an email from Trustpilot requesting additional information to verify that I was a legitimate SimpliSafe customer and not a fraudulent reviewer. I promptly provided the requested details, with the understanding that this would allow SimpliSafe to verify my account and potentially reach out to address my concerns. Unfortunately, despite completing the verification process, I was never contacted by SimpliSafe, and no effort was made to resolve the issues I experienced. I stand firmly by my review and the poor experience I had with this company. Everything I wrote is based on my firsthand experience.

我感谢罗杰·T

我感谢罗杰·T。他对我们家的大力支持，他非常感谢罗杰·T。

Good luck if you need help in an emergency!

I have had so many issues with this cheap, terrible system over several years. They’re constantly replacing the base stations when their software won’t update properly. When they go bad, we get false alarms or will come home/wake up to find the system suddenly doesn’t remember any of our entry sensors, so someone could just break in and the system would never recognize an issue. Our latest issue was when a glass break sensor was falsely triggered. We were away from home, got a text, and responded to request help. We rushed home, and received a text response that Emergency Services have been requested. When we got home, everything was fine. I had to wait on hold for SimpliSafe for 10 minutes to reach their overseas “Customer Support” team. When I asked them to cancel the request for emergency services, they told me that no help had ever been requested. WHAT IF WE REALLY NEEDED HELP?! Totally useless system. Do not buy.

Amazing customer service…

I’ve been a SimpliSafe customer for over 10 years and the equipment has been incredibly reliable. On the few times I’ve needed help, their customer service has been outstanding. Most recently, Alexander A helped me find an out of the box solution to integrate my existing fire suppression system. The process was quick and easy, and he was friendly and professional. It’s great to work with a company that stands behind its products and customers. I highly recommend SimpliSafe.

Update and Thank You

This is an update. Before I continue with all that SimpliSafe has done wrong, I still think it is the best system and best value available. I have been and will continue to be a SimpliSafe customer unless there is another base station upgrade process like the one I am going through now. I wish I knew what had changed at SimpliSafe in recent years, as this is the third system I have purchased from them without any prior problems. Since the installation of the “updated” base station, I have been without a working security system that cost me over $1,300, including installation by SimpliSafe’s recommended installer. Thanks to two exceptional individuals in the tech support area, Bernard and Fabio, my security system is now working EXCEPT for the backyard camera/motion light. My current issues resulting from the base station upgrade or repair direction from SimpliSafe tech support: 1. The screw on the bottom that holds the doorbell/camera in place would not go back in once removed, so I have questionable security at the front of my home AND a broken doorbell that can easily be removed by sliding it upwards. Also, the face plate came off and is now NOT secure. 2. The back of my home is no longer secure because I cannot reach the button to push on the camera/motion light that was placed just under the gutters by SimpliSafe’s install company. 3. The call center recording is a monster; no one should be employed at SimpliSafe, from the janitor to the CEO, without going through seven days of calling/testing the system at various times to see how difficult it is to get through to support. SimpliSafe should have: 1) Designed a base station that automatically connected to your previously installed system; the current design does not pass the sanity test. 2) issued a warning that installing the new base station would take down all of your SimpliSafe security items currently installed, 3) included instructions with the base station on how to reinstall each item, and 4) covered the cost of reinstalling their system for clients who previously used the company listed on their website to install the system.

Choose another alarm system!

We signed up to SimpliSafe for one reason: peace of mind. Unfortunately, our experience has been the exact opposite. Our alarm went off multiple times, yet nobody from SimpliSafe contacted us to check whether everything was alright. As paying customers of their monitored alarm service, that is exactly what we expected. When I called the 24/7 helpline, frightened and trying to understand what was happening, I was asked, “What do you want us to do about it?” I was genuinely shocked by the lack of empathy and support. With no assistance from SimpliSafe, I had no option but to ask my uncle, who lives nearby, to go to our house and check that everything was safe. Thankfully it was a false alarm, but I should never have had to send a family member to do the job I was paying SimpliSafe to do. The whole experience completely undermined our confidence in the service. We have since cancelled our SimpliSafe subscription and moved to another service. I cannot recommend SimpliSafe based on our experience.

Saved by Roger

Roger T. saved one unhappy customer. After 10 years of good service with Simplisafe, my system issues prompted me to call. Three days of calls, each with a different person who didn’t seem to know how to correct the problem of sensors not connecting on our doors. One employee even made matters worse and disconnected our call. Bless Roger for his knowledge, kindness, and patience with this elderly customer. He got all issues resolved. You need more associates like Roger, he is an asset and knows the Simplisafe System.

I’m a current Simplisafe customer

I’m a current Simplisafe customer. I bought a doorbell from them back in March, it didn’t work so I asked for a refund. They wrote me a check since I had closed the original bank account my purchase was tied to, and told me it could take 3-5 5 weeks. The employee who I spoke to was named Rick. 5 weeks rolls around and I haven’t received my check, so I call. They tell me they never wrote the check because they only refund the initial form of payment, so Rick lied to me. I speak to another person in customer service who tells me she can refund it to my new debit card. I give her my information, she says she will call me right back after speaking with a supervisor. This call never comes. Finally, I speak to ANOTHER person who puts me back to square one and says they, again, only refund the original form of payment. I confirm with my old back the account was closed and they never received a payment to it, show proof to simplisafe of this, and am told THIS TIME they wrote the check and to wait 5 weeks. It’s now the middle of July, almost 4 months of this, and I still have no check. SimpliScam will be losing a customer if I don’t receive my refund next week. I think it’s clear they don’t care about their customers and can’t trust them to monitor my home.

Took me hours

Took me hours, new base kept beeping all day with devices going off line. Called for help. Told me I had the wrong rechargeable batteries. Changed out all the batteries which were reading fine. Still very frustrated. This is the 4th base station in 3 years and 1/2 the time I just want to unplug and throw it all away.

They stand by their products and value me as a customer.

Took care of a replacement order quickly and with caring. I continue to be very happy with SimpliSafe.

Dang- she's something!

J'Nell (customer service rep) was AMAZING! Kind, knowlagable, understanding and so vey helpful! If she is the face if Simpliesafe I AM A LIFE-LING customer! I have 2 accounts for 2 properites and been a customer for years. SH EIS TH EBONB! The best! SHe needs a raise and a promotion. DO NOT LOOSE THIS PERSON! Anyone needing help - Ask for J'Nell! 5 STARS!

A great system at a great price.

The system is designed to be easy enough to install yourself and still technical enough to be strategic about the job it’s intended to accomplish. The wall mount control panel is not a burden to understand and is attractive when installed. The tower is sleek and also attractive. It blends in with the decor of your home and works perfectly. I am completely impressed with this system. I would recommend it to anyone needing the security of home protection. We purchased the water, motion, glass, temperature and door sensors. All were, with the help of the tutorial simple to install. Great system at a very fair price.

The best security company with the best…

The best security company with the best equipment and employees.

I'm an industry insider and choose SimpliSafe

I have moved 5 times since 2013 and taken my SimpliSafe system with me each time. The convenience of this feature cannot be overstated. I grew up in the home security industry (my father trail blazed the industry) when systems were hard wired (some still are!) and you were tied to costly annual contracts. Today, the cost/benefit analysis definitely skews in favor of having the SimpliSafe system. The quality of the components is excellent. Monthly service plans, able to be terminated at anytime, are worth it. Overall, customer service and tech support are good, although the wait times are often a bit of a challenge, as is understanding foreign accents (although politeness and courteousness are excellent). Today, my problem with connecting my ring door bell to WiFi after ATT installed fiber optic. It had to be elevated to advanced tech support but it was then solved in moments, although initial customer support was unable to do so. Overall, I think using SimpiSafe to protect your home and your safety is a no-brainer.

it was very fast information and…

it was very fast information and delivery

Works as advertised and ease of use

It works well, you don’t need an installer as it seems straight forward. I did use an installer as I have been injured and currently can't climb a ladder.

It's very easy to use and set up.

We were having a problem with…

We were having a problem with connecting our system to our Wi-Fi network and Led was super helpful. She stayed on the line with us for quite a long time to make sure that we tried everything possible to reconnect. Thank you again Lex for Your patience and help. Excellent customer service.

Beware of unknown monitoring charges

I purchased a set of security items that includes door sensors, cameras, window break alerts, a keypad, etc in November 2025. All arrived fine and timely. In December , I had someone install some of the door sensors and the control panel keypad. In order to see if the sensors were working I had to install the simpli safe app. So I downloaded the app and created an account so they could finish the installation. Simpli safe started charging me $49.99 for the proplan in January even though I never knowingly signed up for it AND I never used the monitoring bc there was nothing to monitor. I was out of town for the following months but saw the charges on my credit card statement in May and called to ask for a refund. They told me they couldn’t refund me but they would give me the next few months free. I explained that I didn’t need monitoring bc the system isn’t hooked up and it could be months before it is due to construction. After multiple phone calls and a bit of a run around where they kept trying to keep me on the proplan, they finally canceled my account and refunded one month of service despite charging me for 5 months of “monitoring” when there were no active cameras or alarms. I can’t speak to the quality of the products yet bc I haven’t used them. Bu I will be reaching out to the better business bureau regarding their unethical policies and monitoring “service”.