SimpliSafe

SimpliSafe

7.1

Our Score

5.1

User Score

SimpliSafe is a DIY home security monitoring service that offers various home security packages. Customers can customize their security packages or can choose from a package already created. The company has low monthly monitoring fees and doesn't require a contract, but they charge high upfront fees. People can monitor their home automations and security system straight from SimpliSafe's app.

Pros

Low Monthly Monitoring Cost

SimpliSafe has two, 24/7 monitoring plans. "The Standard" is a home security service that is $15/month. It uses a cellular connection through Verizon and T-Mobile. "The Interactive" is a professional monitoring plan is $25/month. This includes smart home integrations and alerts via mobile app, as well us unlimited camera recording. These monthly fees are lower than other home security systems.

Standard: $15/month
  • 24/7 cellular monitoring
  • Smart home monitoring (fire, smoke, water, etc)
Interactive: $25/month
  • 24/7 cellular monitoring
  • Smart home monitoring (fire, smoke, water, etc)
  • Smart home integrations (Amazon Alexa, Apple, August, Google Assistant)
  • Mobile App use
  • Text alerts
  • Video verification and camera recording

SimpliSafe Has No Contracts

SimpliSafe does not require its customers to sign a long-term contract. Instead, their contracts are month-to-month. The company is able to do this because customers buy the home security systems up front, which means the up-front fees will be high. The equipment you purchase has a 3-year warranty and a 60-day money-back guarantee.

DIY Installation

DIY installation can be a pro or a con depending on the individual. SimpliSafe is good for those interested in buying their own home security equipment and setting up the sensors and keypad however they want. Those who want the help of a technician can pay $79 for professional installation.

Read About Protect America's DIY Security Systems

Cons

SimpliSafe Complaints

In 2019 so far, Best Home Security Company reviewers have given SimpliSafe an average customer rating of 3.5/10. The biggest complaints of SimpliSafe are:

  • Sensors. Many customers report having to replace faulty sensors - not connecting to the overall home security system properly, or not sticking to the walls/doors. Specific reviews mention the carbon monoxide sensor.
  • Cheap Equipment. In addition to issues with the sensors, many report that they have experienced issues and glitches with the entire system.
  • False Alarms. Because of the sensor and equipment issues, customers are also reporting false alarms with the SimpliSafe system
  • Customer Service. Reviewers mention that customer service is difficult to work with. Some customer reps have not been helpful in dealing with system issues customers have.

You can read more reviews from real SimpliSafe customers below.

High Upfront Fees

SimpliSafe customers have to pay for their equipment upfront, which means they will pay a minimum of $229 upfront for SimpliSafe's most basic system, and over $775 for the most comprehensive system, a doorbell camera, and indoor cameras. This can be expensive for homeowners who don't have the funds to make a large payment upfront before receiving their home security equipment.

SimpliSafe Packages

Most packages include no contracts, 24/7 professional monitoring, and no phone line is needed. All offered packages come with a. base station, keypad, and sensors.

The Foundation: $229.00

This is the smallest equipment package SimpliSafe offers - made for small homes and apartments. It includes a main door sensor, motion sensor, base station, and keypad. As with all plans, buyers can add on SimpliSafe products: a video doorbell (with two-way audio and motion alert) for $169, and SimpliSafe camera for $99. The camera offers motion alerts and you can stream live feed from your app.

The Essentials: $259.95

The next package from SimpliSafe is "The Essentials". Instead of one sensor, this package includes three door sensors. It comes with the base station and keypad.

The Hearth: $374.91

Additional equipment includes a key fob, a smoke detector, and a 105dB siren. Only one motion sensor is included.

The Knox: $449.87

This kit is ideal for larger homes, as it includes twice as many sensors as the previous packages: six entry sensors and 2 motion sensors.

The Haven: $489.86

While this package only includes four entry sensors, it also has a water sensor and a freeze sensor, which will alert you if the temperature in your home drops below 41 degrees. All of these home automation features can be monitored by the company's app.

The Fortress: $509.86

This security system is unique in its offering of two keypads - one for upstairs and for downstairs. This home security set also includes the key fob, panic button, siren, two motion sensors, and six entry sensors.

Simplisafe and Hackers

In years past, SimpliSafe has had issues with their hardware getting hacked as reported by Forbes back in February 2016. As recent as 2019, there were reports that the system could be compromised with a wireless emitter.

Our Recommendation

SimpliSafe is appealing to those in search of home security because of the low monthly monitoring fees. People are also drawn to SimpliSafe because of the DIY installation - they can install it on their own time wherever they want. However, customer service may not be able to help if you run into issues. Many negative reviews about SimpliSafe's equipment (motion sensor) lead us to believe the low monitoring costs are not worth it. Additionally, customers will pay a lot up-front to buy sensors and other equipment that get a lot of negative reviews. If you do purchase SimpliSafe, the good news is that there are no contracts and the company offers a 60-day money-back guarantee.

We recommend comparing SimpliSafe to the top-rated home security companies with professional monitoring and minimal upfront fees.


SimpliSafe vs Ring vs ADT

SimpliSafe Equipment Add-Ons

  • Video doorbell: $169.

    Includes motion alerts and 2-way audio so you can see who is at your door from your phone.

  • Indoor camera: $99

    The SimpliCam indoor camera from Simplisafe sends motion alerts to your phone and streams live.

  • Siren: $59.99

    This alarm is 105db, completely wireless, and can be used in or outdoors.

  • Entry sensor: $14.99
  • Motion sensor: $29.99
  • Glassbreak sensor: $34.00
  • Freeze sensor: $29.99
  • Water / flood sensor: $19.99
  • Smoke detector: $29.99
  • Panic button: $19.99
  • Keypad: $69.99
  • Keyfob: $24.9
Ratings Breakdown
Monthly Monitoring Fee $15-$25
Install & Equipment Fee $229-$1000
Contract Length None
Cancellation Policy 60 Days
System Relocation Fee Free
Number of Reviews 805
Review Last Updated: January 17, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

805 SimpliSafe Reviews

1. Select Your Rating:

0=worst

10=best

2. Share Your Experience:

3. Review Validation:

3

Score

Michael Kunigenas San Jose, CA

Feb 6, 2020

I have used simplisafe occasionally for the past 2 years. The only good thing is that there is no contract. The cellular signal is not good and the equipment is junk. The customer service is only fair if you get the correct Rep.

4

Score

Debbie Hill San Jose, CA

Feb 3, 2020

I have had my SimpliSafe door bell camera system for about a year now and at first was really happy with the system. we had a flag in front of the door bell camera and that made the system go off a lot with the wind and other problem was a ringing in the walls. After we moved the flag all was good but started looking into ringing in walls from door bell unit in the house and saw other people saying that they are having the same problem and they have called customer service with this problem and the company has sent them a FREE system to connect the door bell in house wall unit to stop the ringing in the wall. I called customer service and the recording said all was busy and wait time was 25 minutes, so I hung up and emailed. Email was on Dec. 26, 2019 and to this day no answer back to my email. I did call again and after a long wait did talk with a lady that said I can purchase the unit for 29.99 and get free shipping due to no answer back to my email BUT why are they charging for this when it should be a fix on their part or sold with the door bell camera in the first place. Also update on the door bell unit, it doesn't work at all now...started showing offline and we would try to reset it, we removed the plate an remove it from the app and re-install (acted like it was going to work but didn't) I even bought a router extender and acted like it was going to help at first but now nothing. Bought at Best Buy with a 2year warranty and guess what, it is going back! Not working after a year and the other bigger thing is the ringing in the wall just now scares me if its not safe like RFM waves.

0

Score

ali San Jose, CA

Feb 3, 2020

Tech folks option 4 is really worthless Customer Service. Have been unable to sign into my account for at least a week. I jumped throgh ridiculous hoops by numerous folks and nothing works. There is no override to get me into my account. All it says is new device (which it is not) and we will send an email to log in. Never received an email and no one can get me into my account. Run by a bunch of incompetent idiots. Long hold times, call dropped, put on hold and no supervisor picks up or calls. Now telling me it will be fixed in a few days. Any bets

0

Score

C Patel San Jose, CA

Jan 30, 2020

Simplisafe monitoring will not send the police unless they have a visual confirmation with a camera. We had a previous attempted break in so we installed simplisafe thinking it would notify police as it says it will on their site. Just got a call today from Securitas who simplisafe has partnered with to inform us there is an intruder alert. He said there was motion detected in my bedroom from a motion detector. No one was home and we had a previous attempted break-in so I asked him to notify the police. He refused saying he could not see an intruder in the cameras. That is idiotic on so many levels. 1. Why bother calling me if he wasn't prepared to take action? 2. All cameras are downstairs. The alert came from my upstairs bedroom where there is no camera, only a motion detector. He said if he couldn't see an intruder in the downstairs cameras so he didn't see the need to call the police. I tried to explain that the intruders may never come downstairs in front of the cameras- but he wouldn't budge. 3. He said he was connecting me to a supervisor - but you know what he really did - no one picked up the phone. 3. So simplisafe requires its customers to have a camera in every room otherwise the police will not be notified without a visual confirmation? So what's the point of all the other detectors - entry and motion and glass break? Stupid policy. I recorded the frustrating call I had with the monitoring guy on my phone and am looking for where I should upload it. Please suggest. Simplisafe is a garbage company for not letting its customers know before hand that it will not notify police without a visual confirmation with a simplicam. How can these guys save us from crooks if they're crooks themselves? Please share this so others are informed of the truth. Thanks and namaste

4

Score

Carolea Atlanta, GA

Jan 28, 2020

Other than a few glitches, I have found it to be a decent system. My complaint, like so many others, is the customer service. It’s pretty much nonexistent. I noticed 3 months ago that my monthly fee went up to $27.02. Not that this is an exorbitant amount of money, I just want to know why. On my app it still says my monthly fee is $24.99. I have called several times, on hold for 30+ minutes only to hear it ring and then automatically disconnected. I have emailed them as well and have heard nothing. I guess my next step will be to try and dispute it through my credit card if I can.

0

Score

Jo Wishner San Jose, CA

Jan 28, 2020

Slick company until you need to contact them. I had to return a system and it 2 months later they still can't issue a refund. Each time I called customer service to follow up it waiting over 1.5 hours to speak to a representative. SIMPLISUCK!

4

Score

Miss in Montana San Jose, CA

Jan 27, 2020

I like the system and it’s very easy to install. The reason for the 4 rating is the customer service is really poor. I read a comment that said some people just like to complain, maybe, but if every time you call it takes at least 30 minutes to talk to someone, and they don’t return emails for weeks, that’s not good service. They apparently are over advertising because they obviously can’t keep up with demand and service after the sale. It took over a month for them to complete our order. I like the system, but the service, not so much. Next time I’ll try to find both good product and service after the sale. (And, read reviews before I purchase 🤦‍♀️)

0

Score

Ashley San Jose, CA

Jan 24, 2020

I ordered simply safe and decided to return it for a couple reasons. First, the video doorbells act separately from the other items, for example, the when the doorbell is run it does not ring on the home base or make a noise (unless you hook it up to your old doorbell ringer) - it only sends a notification to your phone. Second, the customer service is horrible. Since returning my system, I've been charged the monthly monitoring fee still and they have not refunded me yet (after I have send them the shipping confirmation and seeing that they received my shipment over a week ago). Every time I call they say they are are experience higher than average call volumes... for weeks now! We returned and went with the nest doorbells, that play really well with all our other google home and nest gadgets.

2

Score

russ wyatt San Jose, CA

Jan 23, 2020

The camera is NOT wireless. Needs a power plug in to work. sent it back but no credit yet. I may take this to small claims court.

5

Score

Greg RPerez San Jose, CA

Jan 20, 2020

I agree the system is great other then having to replace a battery or two I have had no issues with the system. On the other hand their customer service / Tech support is horrible. No one ever seems to answer their phones or return emails regarding their mobile application. At times I’m u able to access my account and it takes a few days for someone to get back to me so unprofessional and disrespectful

2

Score

Ed San Jose, CA

Jan 20, 2020

The system is easy to install and relatively cheap. But I have had the system for a little over a year now and I am not fully impressed anymore. I am always getting errors and am told its the distance from the base or any other excuses. It states a 6-700 foot range. And I am not even in the 150 foot range of things and its glitching alot. Sometimes the technicians on the phone are good, and but many times they aren't. When the temps fall in the winter, I have seen many more errors in the system. I really feel they are using their customers as beta testers and really have not got the system right. Wait times of 30+ minutes on the phone to talk to customer service is terrible as well. Monthly monitor price is good. But I think Id rather pay a little more for better people on the phone and more quality in the equipment. Ill be looking for a change.

1

Score

L San Jose, CA

Jan 19, 2020

customer service is non existent... all they want to do is sell and if the system does not work.. well too bad for you! I have been trying to update me payment information for 5 days now and still get warnings my service is going to get cancelled if i do not update... it would seem collecting $$ would be P1 but i guess not

10

Score

Carol Sawyer San Jose, CA

Jan 17, 2020

I recently purchased SimpliSafe . After reading some of the reviews I was very skeptical, but I decided to try it for myself. I am very pleased with our purchase. First of all it was very easy to install, secondly customer service was fantastic!!!. Your customer service person Paige was excellent, very knowledgeable, personable and extremely helpful. I was very impressed with your customer service as we lost our phone connection during our conversation. Paige called me right back!!!!!!!!!! Now that's customer service. Just to tell people who are leary about buying Simplisafe don't always believe what you read some people just have to complain about something. Thank you Simplisafe for making us feel safe & secure in our home. Great system!!!!!!!!!!!

4

Score

Randy Porterr San Jose, CA

Jan 14, 2020

Yet again, 4 times (actually 8 if you included disconnected calls) and my Simplisafe still does not work. I am on the road and have to pay someone to hook up. He travels 3/4 hour each way (he is a great help, but costs me money). I am back to square one and am looking into another system. Every time my guy tries to get it working at the house, the customer service has a different answer. The latest, they want him to go back down to my house and call them and they will try to get it working (REALLY!?). They have sent 4 different base modules and hand sets saying it is faulty? It is a longer story than this, but I vastly shortened it. It's interesting how many sites have there ISP asking for a reiview???? I am putting this review on what I hope is an independent site. LOOK AT SOMETHING ELSE. BTW: shipped to wrong address, so on top of paying to get system, had to pay to send my frend to go pick up package in another town.

5

Score

Daniel Hunt San Jose, CA

Jan 14, 2020

I was interested in buying an inexpensive security system, which is kind of what Simplisafe is. I was able to speak with a decent sales representative at first when i ordered and I received the system in about a week. I was excited at first everything was simple but the adhesive stickers are a joke. You have to screw your parts to the wall or they just drop off the walls all day and night. I had a couple of issues with my system and one of the key fobs that would not connect. Not one person will answer the damn phone or even respond to an email, its actually quite aggravating. I am about ready to give up and send the system back. I don't require or expect that much and I am not trying to be unreasonable. The cell phone app is so basic and i have questions but there is no one to ask about it. Why do they market so much and not have a support staff in place to service their clients or at least respond to an email? Its really not worth all of the hassle - RETURNING

0

Score

Kevin Powers San Jose, CA

Jan 13, 2020

Horrible customer service. Tried to cancel on several occasions,( first time was Dec 16, 2019 ) its usually an hour wait or more. Have only gotten through 2 times , the first time I talked to someone , they took all my information and after telling them I wanted to cancel, they hung up on me. The second time I got through ( 72 min on hold ) the line just went dead when someone answered. They know why you are calling because you have to press the # 3 to put you through to cancel . The other 6 times I called them I hung up after waiting over 45 min. I dont have that kind of time to sit and wait on the phone. Stil trying to cancel as of today, Jan 13, 2020 .. Also emailed them and they told me to call them , really ?

0

Score

Elsie and Scott Wilson San Jose, CA

Jan 5, 2020

Cheap Equipment, When you try to get help you get someone who can hardly speak your language, or someone who knows nothing about the product! we threw our system right in the garbage after a year! 500.00 down the toilet! useless! Don't waste your time, and money!

0

Score

Mike Scott San Jose, CA

Jan 3, 2020

I bought the Simplisafe system for about $250 which covers all door/windows and included a camera, but I am not happy with the system at all. For any call to their customer support, you have to wait on the phone for at least 20 - 45 minutes, which is just not acceptable. We were looking for a more self-monitoring system using a phone app, but to do that with this company, you have to pay $24.99/month just for the app to work the way we wanted to use it. There is no reason, other than loss of profit, why the app won't work when you are using WiFi instead of their cellular. I used it once while we were out of town, but have since suspended service and end up taking it out and finding something more useful without paying for monitoring.

1

Score

John Johnston San Jose, CA

Jan 2, 2020

I bought my system from Simplisafe direct from their website. They were having a Christmas special where they were including a camera for FREE! I bought the works. $586 even at their greatly discounted web prices on 12/11/19. They promised to deliver by 12/18. I was happy as a clam. Well, 12/18 came and you guess right! No system arrived, I called customer dis-service and was put on-hold for 25 minutes. I asked why I was not told they could not possibly ship by the promised date. They replied, "Unfortunately, production shortfalls were delaying ship dates. Well, long story short, after my offering several solutions to remedy the situation. The customer dis-service person (who was very rude) simply stated that nothing could be done because it was in the hands of shipping. For which I replied, "Then cancel my order if it is out of your hands. Customer complaints have gotten so bad that AMAZON turned off customer reviews for non-customer purchases. Just try and leave a review on the Simplisafe website. FAT chance pal!

0

Score

kay San Jose, CA

Dec 21, 2019

ordered system 12-1-19 as a xmas present. It's 12-21-19 and no system yet?

0

Score

Howard Tice

Nov 8, 2019

Expect to be very frustrated if you want to cancel service

1

Score

Paul Los Angeles, CA

Oct 20, 2019

Seems like a low buy in but in fact new systems are not backwards compatible. Meaning what you got is all you get. No upgrade patch so view the equipment purchases as lost money should you ever need to upgrade. Think long and hard before commuting to any company that would leave customers behind as the accumulating cost can far exceeds what Other companies that seem expensive cost. I cannot recommend them for this customer last business model.

0

Score

Johnny Kyburz

Oct 14, 2019

System gives you no warning when unable to make a cellular connection. Would have never known this issue unless I tested the system disconnected from WiFi. Tech Support with SimpliSafe very challenged technically. Terrible rating because the system does not notify you of no cellular connection, in this state it is very easy to bypass. Unbelievable to me that it is this poorly thought out. I will have to look for other DIY options, this is likely an unworkable system.

0

Score

Allen Goose Creek, SC

Oct 11, 2019

Our keypad went down and i messaged them several times right away at their customer support address AND called them with absolutely no response, its been well over 24 hours with our system not functioning as it should. Absolutely ridiculous customer service.

1

Score

Da Jiang Las Vegas, NV

Oct 11, 2019

SimpliSafe product is good but Customer Tech Support Service is terrible. You will be very upset if you need an assistance with any device issue. Not only waiting time (minimum 40 minutes) but this tech support lady Karla extension 855 was not willing to help. I really don't know if she doesn't want a customer service job, why SimpliSafe will hire her. She shouldn't work for SimpliSafe !!!!!!!!!!!

5

Score

Vic Bandini

Oct 9, 2019

Ordered the Video Doorbell Pro - completed the installation according to packaged instructions. However, during the 'set up' process, discovered the Doorbell Pro is only compatible with a 2.4GHz internet rating. Recently upgraded to the 5 GHz internet rating so was unable to complete the full installation/recognition process. Immediately contacted Simpli Safe who agreed to a full refund (with paid postage) with return of the unit. Simpli Safe advised me there are no 5 GHz units available at this time (October 2019). I like the unit, but was unable to put into service.

0

Score

Nick Laudati Nesconset, NY

Oct 9, 2019

on hold times way too long unfriendly and at times clueless representatives

1

Score

Jill frAnks Dearborn, MI

Sep 24, 2019

Ordered simply safe and received wrong items. Called and waited twenty five minutes on phone. New package was suppose to be overnighted. Have not received. Called and waited 20 minutes. Transferred to managers I am still waiting. They have been unable to find my account.

4

Score

Leonard

Sep 17, 2019

Two months in a row I've gotten email about my payment not going through. Uhg! This is very frustrating, I can never get a straight answer. Just had them run the card and of course it good. Ok, this is my final try I gave them a different card. fingers crossed. They have some type of technical problems. I guess it's true "you get kinda get what you pay for"

6

Score

Ben Wadsworth Lincoln, CA

Sep 12, 2019

I installed a SimpliSafe system about three years ago. So far, my experience has been somewhat contrary to many of the reviewers on this site. With exception of the cameras, which I will address later, the rest of the components seem to be working quite well. We have never had a false alarm. As to response to alarms by SimpliSafe, without any false alarms or break ins, I have no comment. However, some of these reviews indicate that SimpliSafe failed to dispatch law enforcement after receiving an alarm, which is grounds for concern. Once again, overall the system works well, As to the cameras, they, like many wireless camera systems, are glitchy. Sometimes they work and sometime they don't. Furthermore, if your intent is to maintain an incident record, you will have to pay SimpliSafe an additional monthly fee for recording. When they are working, the cameras provide a decent image, but only in real time, unless you pay the additional recording fee. I cannot recommend purchasing SimpliSafe cameras, both due to their intermittent functionality and the lack of ability to record the video stream, without paying an additional fee.

1

Score

David Carroll

Sep 5, 2019

Exceptionally poor customer wait times, no call backs, and no support or care given. Combined with the numerous glitches they have, it creates a frustrating experience. Do not recommend.

7

Score

MJS San Jose, CA

Aug 29, 2019

I tried Simplisafe, had it for 6 months and the base station had to be replaced ( no charge) then the alarm- motion sensor inside would go off when we left the house- NO MOTION- inside so after 4 times I junked the system, wasted my $$. Oh well, my Blink camera works just fine to monitor my home inside and out.

2

Score

Steve

Aug 19, 2019

I purchased the Simpli Safe system in January of 2019 because of their claims of being so reliable. I’ve had constant problems with the cameras disconnecting from the wireless network and the only way to reconnect is to be there in person. This is extremely difficult for a vacation home 2,000 miles away. They tried to blame it on my network but the Ring cameras I put outside have no problems. Simpli Safes pathetic solution is a month free service. Do yourself a favor and ignore their false advertising and go with a reliable product from a different company.

1

Score

Dave San Leandro, CA

Aug 12, 2019

When I called customer service for help with the system, I had to wait on the phone for half hour and more, ridiculous !!

1

Score

Michael Glickman Brooklyn, NY

Aug 12, 2019

system fails all the time.

2

Score

Alvin Low

Aug 11, 2019

I have called simplisafe customer service at least 3 times since I bought the system, and found that they have the worst customer service. I just called this morning because there is an alert on the app indicating that the CO2 detector is not working. I waited for 17 minutes for the call to be answered. There is a lot of background noise, and the agent said that it is a call center, and there are many people talking all at the same time. i never have that experience when calling other companies. The usual wait time for my previous call is between 15- 20 minutes. So, in the future if I ever have an emergency, I would be in trouble waiting for them to answer my call.

7

Score

Tim P.

Aug 5, 2019

I recently upgraded my Simplisafe alarm from what they called the SS2 to the SS3. I received the new system a couple of days earlier than expected, and was able to get the system installed and running fine. Most of the install is done using the keypad, meaning adding equipment, and naming sensors. The camera, however is added through the phone App. My original SS2 system started having problems connecting to the cellular network. SS2 sent me a new cellular circuit board and instructions, however there were still issues with the old SS2 system. I called their customer support about the issues with the SS2 system, and they were helpful and shipped the new parts at no cost, and in fact credited my account for one month of service ($25). During installation of the new SS3 system I did run into a question and called customer support. The representative was helpful and the rest of the installation went flawless. One thing I did when installing the sensors is that I bought a 3rd party double-sided tape that is really strong, meant for holding heavy artwork. I cut this tape to fit the magnet or sensor (whichever I wasn't able to use screws) using the heavy duty double-sided tape. I've never had a sensor fall off with my old system, and hopefully I won't with the new system. In fact in order to remove the old sensor from the sliding glass door, I had to use a heat gun to soften the glue in order to remove it with a razor.

9

Score

Mark L Tampa, FL

Jul 31, 2019

I have two of these systems. One is installed in our primary home and the other is installed in our weekend getaway home. The weekend home system has been working since 2012 and there has not been a single issue since installation. The system in our primary home has been installed since August of 2016 and again, we have not experienced any issues other than an occasional battery replacement. We have set the alarm off on several occasions and the phone rings within seconds of it being triggered. Custo,Er service has been on point and very courteous.

0

Score

alex shaw Memphis, TN

Jul 25, 2019

I wish I could give this company 0 stars. It is AWFUL AND A COMPLETE WASTE OF MONEY and worst of all I DO NOT FEEL SAFE AT ALL. I recently bought a house in a nice area but still wanted an alarm for safety since I am a single female living alone. I had one of the cameras in my front window viewing my front porch. The picture was crystal clear. I am paying $25 for the best monitoring you can get; however, I am not sure what exactly I am paying for. The first time I had an issue was shortly after moving in when I had a package. I immediately attempted to review the timeline but realized that I could not see any camera footage. I called the company and was informed that since the incident happened while I was home and had the alarm off that the cameras were not recording. Therefore, I fixed this issue by determining that I needed to change camera settings to where they are open and recording at all times. That was an understandable setting to need to be changed, so I was not too upset. Once turned on the camera is supposed to record every time there is movement and I am supposed to have 30 day backup. The second time it failed me was when the people across the street were burglarized, the police saw my camera in the window and asked to review the footage because it was pointing directly at the burglarized home. Well at that time there was no footage. My camera had said there was no movement outside for the entire day and therefore did not record anything. My ring doorbell however had picked up a lot of movement throughout the day. I called simplisafe and talked to a nice female employee and told her my situation, she obviously misunderstood because she said she would send me an email with instructions on how to review the footage and I agreed that would be best since I was at work at the time. However, upon receiving the email it was the same issue that I can only see footage if camera detects motion and it had not detected any motion. She gave me her name and an extension so I called again and tried to talk to her. However, the second call was answered by an EXTREMELY RUDE male--I asked to speak with the lady I had previously talked to and even gave her extension, he refused and was not very nice about it. He then told me the camera must be malfunctioning. I said it is plugged in and shows wifi connection and I can see clear picture but he said it must not be working right and I should periodically walk in front of it to make sure it detects motion. This from the "so smart" simplisafe system that is equipped with battery backup for power outages and "smart movement detection." They are telling me if my camera is plugged in and online, showing a clear picture, that I can’t assume it is doing what it is supposed to do, I also need to be walking in front of it making sure it detects me. I asked to speak to a manager or anyone else and he continued to refuse, I have never encountered ruder customer service in my entire life. Finally I gave up out of frustration and just accepted that I had made an extremely bad choice in home security. After that incident I did like he said and reset cameras and made sure they were working, they appeared to be working properly after the unplug and restart. However, a few weeks later cops came again asking to review my footage, as a lady 2 houses down had been getting out of her car when 2 men attempted to kidnap her at gunpoint at 1030 AM. To no surprise, my camera had not detected any movement in days, even though it was still online and had no signs of malfunction. My ring doorbell however did help with the incident, it has twice caught more footage than the simplisafe video camera. I know it sounds like a high crime area but I actually live in a very nice neighborhood that has very recently become a target for a string of burglaries. Our city has a law to protect the police from responding to multiple false alarms, it requires you to pay a fine after so many and even appear in court if they continue. I think this is a fair law for law enforcement and completely agree with it. However, my alarm has falsely gone off at least 3 times with police dispatch due to my dog’s movement when I have been unavailable to answer the calls, due to being at work. One more false alarm and I will have to pay a fine. There have also been multiple times alarm was triggered from dog movement and I have luckily been able to cancel it. I ran a test last week around 5pm and nothing happened so I just chalked it up to crappy simplisafe and gave up and left and then around 8pm simplisafe called saying they were responding to my test. WOW, A 3 HOUR RESPONSE TIME MAKES ME FEEL INCREDIBLY SAFE. So I have spent > $400 on simplisafe equipment and pay $25 a month for “24/7 interactive monitoring,” yet, I cannot even set my alarm when I go to work out of fear my dog (a maltipoo) will set it off and I will be fined. This is the absolute worst alarm company you can go with, CHOOSE LITERALLY ANYTHING ELSE. I now use a petcube camera and ring doorbell for monitoring of my home and it is better than simplisafe. I called to cancel my subscription to the monitoring a few wks ago and no one answered, I had to leave a message and after leaving the message they never returned my call. HORRIBLE SERVICE ALL AROUND.

1

Score

kathy marshall Denver, CO

Jul 24, 2019

This company did not call me when my alarm was triggered at 3 in the morning. I got the run around about not being called. Long wait times when you call customer service. I had to have camera replaced because it would stop recording on multiple occasions. Very poor service. If you are serious about protecting yourself, family or friends keep looking!