SimpliSafe Reviews 16,943

Spoke with Henry and he was able to determine that my doorbell camera is under warranty and he will be sending me a replacement

Nashayia was very professional and kept the process of discussing the issue & processing a warranty claim as simple and painless as possible. She kept the discussion light with a dose of humor. Excellent support.

Total product failure. After a brief power outage, my Base Station wiped my entire 40-sensor setup. I have been a customer for over a decade, yet I’ve been left completely unprotected for 5 days.

Support is impossible to reach and even more useless once you do. I was promised a callback that never came. If you want a system that actually works when the power goes out—or a company that answers the phone—look elsewhere. SimpliSafe is failing at its one job: providing security.

I called twice today. Yhessamae helped me purchase some more security equipment after a break in today. She even gave me a discount! I called again and got Roger T. He was patience and walked me thru changing my settings in my app. He was very apologetic to me as to what we experienced today asking if we were ok. Great customer service All around. Thanks 😃

Enez provided the golden standard in customer service and support , she thoroughly searched for best options to resolve my current issues with the base station cellular module not transmitting via cellular. Enez was very knowledgeable and most of all made it a very positive experience.

Excellent service. Justin helped me today and I give him an excellent rating.

I spoke with Roger T about some technical issues. He was very professional, friendly, and made sure I felt like he was hearing my specific issues. I didn't feel like he was running through a script or a series of prompts. It's reassuring to talk to an actual person rather than a glitch AI.

Roger T, my service expert, was very kind and patient helping me to install and get the entry sensor working. He did not rush me to get the steps completed and I appreciated him taking the time with me. Thanks Roger T., you made this fix so easy!

Henry helped me fix my Simplisafe lock and now everything is working perfectly! Thank you Henry! Excellent customer support!

I called because I could not get my base station to refresh when I added the new one. Justin did it for me very quickly and explained what he did in plain english so I could understand it.

Thank you for your help and knowledge Justin.

I am giving three stars because although I just had a very good experience with Customer Service/Technical Justin L. by assisting me in getting my outdoor camera back on line, I have had several issues with the simplisafe system. 1) the Safety Cam indoor motion detector while I tried two of them, one after the other, each only worked for a very short time then died.
2) The first several times I called customer service when my system had issues it took anywhere from 45 mnutes to 1.5 hours to get back up and running
3) The indoor door alarms (3) all stopped working very shortly after they were installed.
4) The batteries ran out very quickly within a few months due to the outdoor camera motion sensor being way too sensitive and alerting every few minutes.
HOWEVER, I am giving Simplisafe one more try. Today Justin L. got my system back up and running, adjusted the motion sensitivy to make the battery life longer and patiently answered my miriad of questions all within 38 minutes. I am going to give this system a few more months. If there are any problems, I am canceling my account.

I would arm the system in the away mode. Upon returning, the alarm would go off once I opened the door. I needed to have the entry alarm adjusted to one minute instead of the alarm going off when returning home. I explained this four different times with the customer service agent still not understanding why I was asking for help. She kept repeating that the alarm went off by date, time, location. After 25 minutes of the same, I finally had to ask for a US representative.

The smoke detectors give false alarms often causing me to remove it from my system and buying a regular smoke alarm that works properly but now won't call fire dept. Problem is more than 10 years and simplisafe doesn't care.

The customer service call was excellent; we did troubleshoot the device a few times to ensure the door cam was not working and Aleander A. took the time to go through the process. I will continue to use SimpliSafe for the outstanding customer service.

After several years my front doorbell camera became defective. Patricia was helpful in finalizing all possible troubleshooting options. She determined the camera battery was not holding charge. The battery is not serviceable, so she arranged for new camera to be expedited to our house. This all took place in one call amd on a Saturday afternoon no less. We'll done Patricia and Simplisafe

I had a question concerning the upgrade of my base station. I called the support line and was put in touch with an agent whose name is Alexander A.
He was instrumental and helping me understand how to reactivate my old system and took care of all of my needs in reference to the SimpliSafe security system. I am reactivating in my new home.
Very very helpful!

Simplisafe seems to have gone downhill.

I had an emergency today when I was driving and an hour from home and I was transferred 6 (or 7?) times and no two people told me the same thing. There was a significant language barrier with 4 of them and no one had any idea of anything. The entire time not knowing if my home was being robbed. NOT fun!

As I write this I’ve been on hold for another 23 minutes.

Heres what happened:
I got a text that my den sensor had triggered an alarm, asking Did I want police to come? NO ONE CALLED ME! This is new! THIS IS AI now.

I said no because My den sensor works 80% of the time. I’ve called SS about it two times, jumped through many hoops and it’s still not working all the time.

So I thought it was likely that sensor had triggered the alarm today, although it’s never triggered an alarm before, so I was anxious to ascertain if that was the cause!

I pulled my car in to a parking lot and logged in to the app to look at my camera feeds. And up Popped a message ‘agent taking over live stream. This will last 20 minutes after an alarm has been triggered’

I called SS. The first person could not duplicate simple concepts like “my alarm just went off but the app says I won’t be able to live stream my cameras for twenty minutes. Can you tell me what triggered the alarm?” WAY beyond comprehension, they responded “had transfer, so fix”

The second man was Richard (I think), sounded American. He told me that I can immediately access my cameras after I cancel an alarm. So I read him the message on the app I was looking at, saying after a trigger it will be twenty minutes. He told me that does not happen. Um…it does and in Fact, it actually is. He again responded that as soon as the alarm is cancelled I will regain control of my cameras. I said, ‘you repeating yourself does not give me camera access.” He REPEATED HIMSELF AGAIN! I asked to be transferred.

Then I got Lee who in broken English said ‘camera specialist will fix camera’. I then got Vanessa who also told me that the access to the camera would not be shut down for more that 2 minutes after alarm was triggered. (Sigh).

I lose track of which transfer said what as none of it was accurate, but the next person said that My camera was the problem and I needed technical support. Oh and I’m on hold again between each person btw and still in a parking lot.

The next person told me my camera had bad signal so it was probably that. However, AT EXACTLY TWENTY MINUTES like the app said!…I could view it again, So I could now see in the app that it DID NOT have low signal. But this person could not understand when I asked “I’m seeing 3 WiFi bars. What are you seeing?”

I heard “camera specialist fix. I transfer”

By the way this entire time not one person could confirm what set off the alarm!

So I then asked this camera specialist after she confirmed that my signal was indeed good, what set off the alarm?! She said it was motion sensor on my den camera. I asked if a pet could have triggered the motion sensor camera even though I have it set for no pets, just people. She didn’t know and when I Asked her to check my camera settings she said she can not. she said my camera is fine and she’d transfer me to a person who can view the actual footage (that I was locked out of) and tell me what triggered the alarm.

So then he came on the line, an American which helped the communication, and he Said they were all wrong. He also said that because this all took too long to be transferred to him, he could no longer access the footage that could have triggered the alarm. They were all supposed to transfer me before 30 minutes but Now that footage is gone.

he Also clarified that even tho it’s set for no pet motion, it can still be wrong (AI again). I said let’s check my pet settings, and it was set for ALL MOTION, not for just people!!!!

I’ve always had it on no pet motion and that’s why It has never gone off before. He suspected it was when I updated the app (?)

I now just got off the phone with tech support AGAIN as when I got home the base tower was red and i STILL needed to check that den sensor.

She checked The den sensor. Of course now it’s working, which it very rarely does. Even tho it’s in the records that I’ve called about this multiple times in the past…she can’t replace it as right now it’s working (it wasn’t working yesterday).

SS used to be great - that’s why it’s not one star. But this was epically bad today.

Here is the list of people I spoke to today in case SS cares:
-?
-Richard
-Lee
-Venessa
-Aleo
-?
-Vanessa

Talked with Henry in the United States about changes I wanted to make. Also spoke with him about installing a video camera for future reference, he explained what I needed to know. A very helpful, informed, kind man that patiently listened to my unsavory understanding about cameras, installation of cameras, cost, a knowledgeable Simplisafe Home Alarm System Employee. It was a pleasure Henry, I give the highest score, you are a 10. Thank you.

The equipment works. The problem is after you are up and running customer service becomes all Naturally Stupid AI. No artificial about it.
I have been running a VPN on my Android for over a year and the simplisafe app worked until yesterday, when it stopped. After battling through droids to a human today, I basically got told I need to turn off my VPN on my phone. Here is their reason why in my words: They are trying to stop crackers from cracking their system and so they have implemented an IP Block of addresses not assigned to US or UK. I use EU addresses to stop the constant tracking for ads and the like. Note I had no warning they were going to implement such. But because of what I do for a living I figured it out very quickly. They wanted me to run this and that diagnostics -- Having been in support for Mainframe customers I don't need idiot lists of things to check.

I would like to commend Darius, Sales Representative who helped me design the Simplisafe system for my home. Darius was knowledgable, professional, personable & patient. He took time to answer my questions, addressed my concerns and reviewed the order for accuracy prior to submission. Darius was great to work with during this transaction.