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SimpliSafe Reviews

Reviews of SimpliSafe from real customers
(739 verified)

Our Score
8.1
User Score
5.4

See Top Rated

Our Score
8.1
User Score
5.4
Rank this Company

Ratings Breakdown

Price

Monthly Price
$14.99

Up-Front Costs

Activation, Install & Equipment
$229.96-638.85

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
No set term

Cancellation Policy

Can you cancel contract?
60 Days

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
279

Number of Reviews

User reviews here on BHSC
739

Overall Score

Based on ranking criteria
8.1 /10

Protect America

Compared to industry leader
9.0 /10

This Review is maintained by Chase Sagum

Review Last Updated: January 15, 2019

  • Low monthly monitoring cost, high upfront fees: Monitoring plans are from $14.99/month to $24.99/month. The more expensive plan is called the ‘Interactive’ plan which gives you SMS/email alerts, secret alerts, and the ability to arm & disarm remotely. You pay for your equipment upfront which typically ranges between $200 and $500+.
  • No long-term contracts: Simplisafe does not require its customers to sign into lengthy contracts. Instead their contracts are month-to-month and you are paying for your equipment up front.
  • Equipment: all standard types of home security equipment is available and customized based on your needs. From window sensors and motion sensors, to security cameras and smoke detectors. Simplisafe also has an app that allows you to manage your system remotely. The one downside with their equipment is that it’s a DIY installation. This is a downside for many who seek to have a system installed for them professionally. The equipment you purchase has a 3-year warranty and a 60-day money-back guarantee.
  • Simplisafe is a really good home security option for renters: the system is wireless and portable, making it perfect for renting situations.
  • Simplisafe and hackers: in years past Simplisafe has had issues with their hardware getting hacked as reported by Forbes back in February 2016.
  • Main customer service issues: according to customer reviews we’ve received, chief complaints center around technical problems with the equipment, long customer service and monitoring center wait times, and issues with receiving the wrong equipment.
  • Our recommendation: we recommend going with a more reputable DIY home security option such as Frontpoint Security or Protect America.

Most Helpful Reviews From SimpliSafe Customers

  1. User Score
    0
    Bob Williams
    August 22nd, 2018 Monroe, CT
    We were broke into with the newest version of simplisafe, and the burglars must have watched the video on Youtube on how to smash the base station within the delay period before the system can call the operators, and we got cleaned out. The burglar took a magic marker and wrote on the living room wall: BUY A REAL ALARM NEXT TIME. I have a photo of it. My insurance company is not covering the claim because they said that Simplisafe is not UL Listed. STAY FAR AWAY FROM THIS COMPANY. We called a local company.Read More
  2. User Score
    3
    Valeriy Slobodyanyuk
    October 13th, 2018 Staten Island, NY
    The quality of the equipment is terrible and you can't rely on it - it loses periodically connection to the dispatcher center or keypad loses connection to the base. Also, my keychain remote stopped working - and I have it for just about 18 months.. When calling cust support you need to be at home and then you'll spent half an hour doing various testing and resettings. It starts working again but then after a while the same issues come back. Last time when I tried to call the customer support, i spent over 15 minutes waiting to get connected and listening the music and then just hang up. Sick and tired of this, and looking for another and better company, just wasted about $400 on the equipment. Don't wast your money.Read More

739 SimpliSafe Reviews

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  1. User Score
    0
    December 10th, 2017
    5 people found this review helpful!
    My camera went off line and when I tried re-connecting it, it wouldn’t. I needed monitoring and recording capabilities functioning at the time and was not able to capture footage. I caledl SimpliSafe customer support and waited on the phone an hour for some one to pick up. No one ever did, but the recording to press 5 and leave a message was consistence. My camera is still off line, and i have not proof of the siruation that occurred. Don’t deal with SimpliSafe because in an emergency you’ll never get through to anyone.
    Read More
  2. User Score
    2
    December 9th, 2017 Sanford, NC
    1 people found this review helpful!
    I ordered 2 cameras from simple safe. It did not say in the description that the cameras had to be plugged into al outlet at all times. I decided to return them. It has been 4 weeks and I still have not had my refund. I have called 3 times and they only tell me to keep waiting. The app is also not very good, it freezes and does not give you a live feed. You also have to pay extra to record things. Even though I registered my number and information they can never find me in their system and we have to go through this whole long process. I was also disappointed that they did not send me my app login information as they said they would. I had to call and have them give it to me via the phone. I was not impressed. Also the customer service lady called kim was very rude.
    Read More
  3. User Score
    2
    December 9th, 2017 Black Canyon City, AZ
    3 people found this review helpful!
    Terrible wait times for telephone customer service. Has been this way since I first called them over 2 years ago–no improvement. Also, very slow response times for email requests for information. When you have issues with your security system, you would expect timely responses
    Read More
  4. User Score
    0
    December 4th, 2017 Easley, SC
    6 people found this review helpful!
    after you buy the system, they will block your number, if you want to call there customer service you have to use different phone number. SCAM just like every other company. don’t care for after you completed your purchard. buyer BEWARE.
    Read More
  5. User Score
    7
    December 3rd, 2017 Aurora, CO
    10 people found this review helpful!
    I do like the system, but potential buyers should be aware of some fundamental shortfalls which, when coupled lack of action to address by the company, should be a red flag for you.

    The system has the basic “door chime” functionality of almost all systems, but it emits from only one location (the base station) and has a relatively low maximum volume. If you have more than a single floor apartment, it is easy to not hear the chime for a door opening or closing. There are no options to expand this or amplify the door chime. Users have expressed concern with this and requested an option to address from SimpliSafe for the past six years (literally hundreds of users on the support pages) and are met with a canned response of “thank you for the feedback,”and “stay tuned,” and “great suggestion!” No tangible action by the company to address.

    If you are considering switching to this security system/company and it’s important for you to know when doors to your home are being opened, this may be a deal breaker for you.

    Read More
  6. User Score
    1
    December 2nd, 2017
    7 people found this review helpful!
    My security system came with the purchase of my home. I have had the system for six months. In the beginning things worked fairly well with only a few glitches. Over the past 2 weeks I have had 3 false alarm suggesting an interior motion; the police were dispatched.- which means i will be charged up to $150 per visit!! I’ve had to wait over 20 minutes for customer service without response multiple attempts. I am definitely disappointed with the security and customer service. Will seek a more reliable option. Guess we get what we pay for.
    Read More
  7. User Score
    8
    December 2nd, 2017 Cincinnati, OH
    5 people found this review helpful!
    I’ve had the system for several years. i don’t use the motion detectors because I feel they are over sensitive but everything else works well. I have had to change batteries from time to time but not like other reviews have stated. My system has never dropped. I’m considering adding water senors right now but I don’t like the idea that they have to be at an angle. Because of space limitations under kitchen appliances I would have to have them sitting flat. There is a learning curb with anything, once beyond that I found it easy to work with. That is what I am researching now.

    So far I can’t complain.

    Read More
  8. User Score
    7
    November 30th, 2017 Maineville, OH
    4 people found this review helpful!
    Batteries in the keypad never last more than a month. It doesn’t matter what brand we buy. The last time I didn’t get the alert that the batteries were low and I couldn’t turn it off when I had to leave.
    Read More
  9. User Score
    0
    November 30th, 2017 Citrus Heights, CA
    9 people found this review helpful!
    The minutes after I gave all my information to SimpliSafe, I realized that my home already had an alarm system installed previously, so I said to myself, well, I just have to cancel the order. I was not panic, because SimpliSafe said “you can cancel any time” in the very first page…But then, I found that it was no where to find the “cancel” button! I searched every where in the Website, I went into my account…No, I could not cancel my order! However, I found the customer support, it had a link said: e mail us, then, I emailed them to cancel my order. The massage was successfully sent, according the website. I did not received any additional response. 12 days later, I received the product anyway! I emailed them again, and called the 888 number too, no response at all. (the 888 number was answered with music, and I waited for 8-9 min, no one came). I had to go to bank to filed a fraud claim to get the money back.
    My point is, please do not repeat what I went through, stay away from this company. If you really want to protect yourself, do it right, not the cheapest one, in the end, we will got what we paid.
    Read More
  10. User Score
    1
    November 25th, 2017 Atlanta, GA
    9 people found this review helpful!
    Never Ever believe that small pets will not activate motion sensor no matter where sensor is replaced. Have multiple false alarms with police dispatched, so have now removed sensor from system.

    After 5 months base announces regularly that battery is low.
    Several calls to customer service.
    Initially adamant that base battery could not have malfunctioned
    Argued that it must be plugged into non-functioning outlet even after I had explained that when system is activated that I do get blue light, and that I had even plugged into a different outlet to test and still received low battery warning.
    Finally rep did admit it could possibly be bad battery, and suggested that I buy new and replace.
    Simplisafe says base battery life is 5 years; my system is 5 months old!
    Suggest that you look elsewhere for a system to secure your home

    Read More
  11. User Score
    5
    November 25th, 2017 Raleigh, NC
    5 people found this review helpful!
    Be careful be very very careful before choosing Simplisafe. If you forget to close a window or a door before you leave the system still allows you to arm it even if every window or door is opened. If you use the keypad (which we seldom use) it will flash that there is an entry sensor opened but the issue is we use our smartphones or keychain which does not indicate anything is wrong. I don’t know about other providers but anything in the open position should alarm you. There should be a ready indicator before it will allows you to arm it. Until they fix it I cannot give them a good rating. If I didn’t sink so much money on their equipment I would be looking to replace them.
    Read More
  12. User Score
    5
    November 21st, 2017
    8 people found this review helpful!
    I’ve had my SimpliSafe alarm system for 4 years with no major issues. But, recently several of my entry sensors started to fail. I ordered batteries but that only fixed about half of the sensors. I had to order several new sensors and I also ordered one of the new SimpliSafe security cameras. It took several days to get the order and I could not believe the idiotic way they packaged the order when it arrived! They placed several cardboard boxes, including the camera, in a large paper envelop and sent it just like that with no bubble wrap and no box. As would be expected, those boxes got squished and also the sharp edges of the boxes put holes in the envelope and items obviously fell out because the order was not complete. When I called to complain and ask why my order was not properly packed in a box with bubble wrap I got a cold robotic response that they would send the missing stuff. No apology. No nothing! I asked to have the missing stuff sent by expedited shipping and was told NO, they don’t do that.
    When did SimpleSt get so crappy?! I think the customer service and ordering experience sucks now.Sad because they used to be pretty good.
    Read More
  13. User Score
    2
    November 15th, 2017 Morrison, CO
    10 people found this review helpful!
    I bought one of these systems because i got a brochure from the nra and frankly it has worked as well as any other item i have received thru the nra offerings they are cheap and ineffective products that have found a effective means of targeting suckers thank you nra another piece of crap
    Read More
  14. User Score
    0
    November 11th, 2017
    15 people found this review helpful!
    I have call the number to return my unit but keep getting the run around. I have my unit lee then two months and I do not want it. Sending the unit back very poor customer services
    Read More
  15. User Score
    3
    November 5th, 2017 Sicklerville, NJ
    11 people found this review helpful!
    Absolutely not pet friendly! I have one 20 lb dog (well under SS’s 30-50 lb weight limit), and after 4 months and 4 false alarms with Simplisafe, we’ve had enough. After the first time or two all I was worried about was finding a solution and getting the system to a usable point. The customer service team helped me reposition some of our motion detectors and assured us the problem would cease. Needless to say it didnt happen, and conveniently after the return period there customer service team stopped being so helpful. No refund or even partial refund is forthcoming and I am out $500+ and left with a bunch of useless equipment. Thanks Simplisafe!
    Read More
  16. User Score
    2
    November 4th, 2017 Ocala, FL
    12 people found this review helpful!
    Customer service: I have called customer service multiple times when the system fails to operate, and it takes a minimum of 15-20 minutes for customer service to answer. Customer service has not been helpful, and lied to me stating that power was down to the system for 5-7 days, and therefore the batteries were dead. I saw on-line that power went down and was back up in less than 1 minute which I stated to the representative, who had no explanation for his false statement. Their only method of resolving issues is for the customer to take care of any problem onsite.

    System issues: When trying to turn the system on or off remotely using a smartphone or laptop, it is not always possible to do so. Similarly, it isn’t always possible to refresh the system to determine if entry sensors show doors or windows closed. So, making the system work requires a person to go to the home with the system and remove a battery from the base station, then test the system from the control panel. So, if I’m away from the home on vacation or on travel, then the system frequently goes down and isn’t possible to have peace of mind that the system is operating. I pay the higher amount of $25/mo to use the smart phone and laptop. I tried to install the camera, but was unable to do so, and camera customer service provided no additional help causing me to have to return the camera.

    Read More
  17. User Score
    4
    November 3rd, 2017
    9 people found this review helpful!
    The user manual says you can customize your system using a computer, or follow instructions in the manual to customize it. I could not find instructions in the manual to customize it and i found out that simplisafe software program is not compatible with my Mac 10.12.6 operating system. So now I have to wait for a new remote keychain thats been programmed by their tech service department to meet my needs. When I purchased the alarm system I did not read anywhere that one needs a computer to customize the keychain. That information should be stressed and made obvious to the customer.
    Read More
  18. User Score
    5
    November 1st, 2017 Charlotte, NC
    12 people found this review helpful!
    I wanted a security system that had no contract and I could manage myself. A friend recommended me to SimpliSafe. PROS: Overall, I am happy with the product itself as it does everything you would expect of a home security system. There are Pros and Cons to everything. CONS: The motion sensors are a little sensitive and come already set at the highest level so this is something that each owner would need to adjust. I wish they would have indicated that when they shipped the system. I’ve had mine set on a top tier (5 shelf bookcase) and my cat was still able to set it off. Much too sensitive for my liking and I have it now set to the lowest setting. I’ve had to contact the customer service dept on several occasions and the wait time is extremely poor. I could go on and on about how poor the customer service is but I think that’s as far as I would take it. I had to return a few things and they were very prompt in sending me a return label. Outside of improving their customer service, the system itself is worth a high rating. I have recommended it to friends.
    Read More
  19. User Score
    2
    October 30th, 2017
    4 people found this review helpful!
    You know technology is just like a double edged sword right, you got the good on one side & the bad on the other, now is there a battery back up system for it, does it call the police when the power goes out, now you know after 3 or 4 false calls the police will charge you very heavily for it, you know this, plus even if the power goes out, are hackers still able to get into your system??? for all these reasons is why i choice not to have a system like yours, if i had a small apartment? than yes i would get it, i have a tried and true system setup, plus a secret weapon backup, no dont be ignorant, its not like the Rambo setup, i have a great re pore with all my neighbors too,,,, they love us,,,,no pressure plates here, sorry,,,, take care & good luck,,,,
    Read More
  20. User Score
    3
    October 28th, 2017
    7 people found this review helpful!
    I ordered the system last year and up until now have been satisfied, but of course I had no problems. This summer I ordered a Freeze detector from Simplisafe. The unit doesn’t have a lot of info on how it is supposed to work. I get a temp reading on the app which never changes no matter what I do, even left it in Garage over night. emailed SS and aked for info on how it is supposed to work, received an email back on how to test unit with base. according to the tests the base recognizes the unit, but it still gives a wrong temp reading. I don’t know if it is supposed to be real time or not. Called customer support today , they had a recorded message that if I left my phone number someone would call me back, that was at 10 this morning, it is now 635pm and no call. NOT TOO IMPRESSED WITH CUSTOMER SERVICE!!!!!!!!!!
    Read More
  21. User Score
    4
    October 16th, 2017 Buffalo, NY
    7 people found this review helpful!
    Hands down the worst customer service ever. The agents are miserable and unwlling to help in any way.

    The products (keypads, sensors, etc) are also incredibly cheap and low quality.

    Not worth the price at all, go with a reputable (real) company. Simplisafe is a total JOKE!

    Read More
  22. User Score
    0
    October 12th, 2017
    12 people found this review helpful!
    The operators at the monitoring company are rude and hateful. I cancelled the monitoring.
    Read More
  23. User Score
    3
    October 7th, 2017
    9 people found this review helpful!
    We often get a “no link to dispatch” error, which defeats the whole purpose of having a home security system. There is no reason as to why we receive that error. And sometimes even when it is working properly, I don’t receive text alerts when the alarm is disarmed or set. Batteries have died quickly in several products and even made the batteries “crusty.” We bought two cameras, but can only get one to work. Customer service does not reply to emails or phone calls regarding these issues. I paid a lot of money for their products, and pay the monthly fee, to feel safe in my house, but I do not often feel as if I am safe with these consistent issues.
    Read More
  24. User Score
    3
    October 7th, 2017
    11 people found this review helpful!
    I activated my system as of September 1 , 2017 , since then the system has automatically disconnected itself many times, have contacted customer support 3 Times and they say I have to reset the system, bottom line not very reliable
    Read More
  25. User Score
    4
    October 3rd, 2017 Roscoe, IL
    14 people found this review helpful!
    I bought a system costing nearly $1,000 with several sensors of various types with two cameras. Installation was not too bad, but getting the system to work has been a nightmare for me. They had to send me another system base mother board, of which I had to install so the base would work. They provide no instructions on how to set the Operation App up. They must assume everyone knows how to fumble their way through to get it to work. I have found, weeks later, several things on the app that I did not realize were not setup correctly. My experience with their Help Line is that it is sometimes impossible to reach them; and if you do the customer service employees are not the most pleasant to deal with. Some were downright rude. If I ran my business as Simplisafe I would have gone out of business — period. Now that I am past the 30-day guarantee of money-back, due to their problems instead of mine, I am stuck with the system. I’ll continue to try it for a couple months. If things do not improve on reliability and such, I will remove it and replace it with another company’s product/service.
    Read More
  26. User Score
    0
    October 3rd, 2017
    14 people found this review helpful!
    Worst system and customer service is terrible stay away from this dump.
    Read More
  27. User Score
    5
    October 3rd, 2017 Saint Paul, MN
    9 people found this review helpful!
    First, the camera doesn’t work if your internet speed is over 2.5. We had an update to our internet shortly after buying SimpliSafe and the new speed is 3-5. C.S. basically said “it’s been over 60 days, too bad.”
    I called CS to cancel our monitor service and 3 months later I’m still being billed. I’m forced to dispute the past 3 charges and cancel my card to stop the charges.
    The system itself is easy to install and works fine (sans camera).
    Read More
  28. User Score
    1
    September 30th, 2017 Orlando, FL
    8 people found this review helpful!
    Really easy install. For set up I had to call them 3 times to get it working. they had to program it from their end. Each time the hold time was over 20 minutes to talk to someone. What a joke. It should not be this hard but the equipment does not connect with each other. They blamed it on Best Buy but considering the box was sealed and everything packed, i blame it on their technology. They have to hire more operators knowing there are issues. Not sure i should have switched. Wasting over an hour just on hold is worth more to me then what i paid for this service. Glad there is a 60 day guarantee. The old bait and switch at its best.
    Read More
  29. User Score
    8
    September 26th, 2017 TN
    5 people found this review helpful!
    equipment was easy to setup. customer service was good. two main issues: 1) the sound of the alarm is not loud, it’s very low and definitely not a deterrent and neighbors certainly wont hear it even if theyre close. 2) the customer service has bank hours. When you need them, you have to leave a message and wait until the next day. They do respond but it’s not convenient.
    Read More
  30. User Score
    0
    September 25th, 2017
    11 people found this review helpful!
    Simplisafe has been a nightmare. Their motion detectors go off. All the time. I am a nervous wreck. When I call about it they suggest turning them upside down. Did that. Still go off. Then they suggest turning down the sensitivity. DId that. Still goes off. I have over 100 dollars in false alarm fees.The sensors are too big for my windows. Finally I found out they have smaller ones. I requested them. They sent the large ones. I called again. Repeat. Again. Repeat. They also don’t seem to care when you call. Finally I am getting rid of them – they still haven’t sent the correct sensors. Now I have to deal with paint that is peeling off when I remove the product.
    Read More
  31. User Score
    2
    September 22nd, 2017
    6 people found this review helpful!
    I’ve had this service with monitoring for a month now and have nothing but problems. At night I get no messages when the alarm is enabled or disabled. I have a sensor that is defective and have to return. The base station had to be returned as well, I may cancel the whole thing if these problems continue, customer service is spotty and you get different stories from each representative. Sometimes you cannot even reach them on the phone. Inexcusable.
    Read More
  32. User Score
    5
    September 22nd, 2017
    7 people found this review helpful!
    I have not found anything inherently wrong with this system. I have had many difficulties getting the system up and running and had to have parts replaced, but it seems to be working well enough. My problem is with their customer service. When I call I can expect to be on hold for an extended period. When I finally get through, the customer service folks are usually somewhere between not helpful and rude. I believe that customer service folks should treat customers with respect and kindness. I have not found that to be true. When you purchase a system that doesn’t work or you have difficulties getting it to work, I would have expected them to be apologetic. Instead I was treated poorly. I have had one or two good folks who have been very helpful but the others have not. I have put so many hours into this system that you would think they would be grateful I have hung on rather than treating me as an inconvenience.
    Read More
  33. User Score
    10
    September 22nd, 2017
    5 people found this review helpful!
    Easy to install, had one minor issue, customer service was fantastic and resolved immediately! System works great and could not be more pleased !
    Read More
  34. User Score
    5
    September 22nd, 2017 Reseda, CA
    6 people found this review helpful!
    had this 7 days now and the app has crashed , I can’t review my camera . The main web site now won’t refresh .
    I’ve still got 50 days left of trial but this isn’t a good start
    Read More
  35. User Score
    3
    September 19th, 2017
    14 people found this review helpful!
    I got this for my home, and I do like the convenience of no contract. The concerns I have are there always seems to be something more to sign up for that they didn’t tell me when I ordered, the sensors have fallen off a couple times so I need to get stickier adhesive. I would hate for that to set my alarm off. My biggest issue with this company is their customer service. It takes forever to talk to anyone, and once you do they sound like they have better things to do and aren’t very nice. The sales people on the other hand are very nice. Interesting how that works.
    Read More
  36. User Score
    10
    September 18th, 2017
    5 people found this review helpful!
    Was unsure at first. Have used this system for a year and it is great!!! Great price, great customer service, have never felt safer.
    Read More
  37. User Score
    4
    September 15th, 2017 New Fairfield, CT
    10 people found this review helpful!
    I have three of these systems in three different locations and have multiple false alarms at all locations,The cause has been defects in the sensors and trouble with the signal transmitted to the cell phone towers.I have little confidence in thr product at this point and would label the systems as unreliable!
    Read More
  38. User Score
    0
    September 13th, 2017 Lyndhurst, NJ
    14 people found this review helpful!
    BEWARE ! My system stopped working and they didn’t notify me . My home was unprotected for a week until I found out . When I called and asked , they told me I didn’t pay enough to be notified my system was not working ! I cancelled immediately . Horrible –
    Read More
  39. User Score
    10
    September 10th, 2017 Clovis, NM
    4 people found this review helpful!
    Easy to install customer service is great the agent knew the system.
    Read More
  40. User Score
    3
    September 9th, 2017 Redmond, OR
    12 people found this review helpful!
    Dealing with SimpliSafe customer service has been a complete disappointment, in my experience. The remote key chain fob that serves as the “wizard” to edit functions did not and continues to not load to allow changes. What this means in my case is that I can not turn off the door chime EVERY time a door is opened. After several days of attempting to communicate with SS customer service there has been no resolution. After posting another negative review elsewhere SimpliSafe customer service has apparently decided to go radio silent. I do not believe in coincidence. If you decide to purchase this system be aware that you may find yourself on your own if you experience a problem that requires SS “customer service” to resolve.
    Read More
  41. User Score
    9
    September 3rd, 2017
    6 people found this review helpful!
    After a couple of glitches (changing SIM card from T-mobile to Verizon and repositioning the base station) the system works very well. Even though a false alarm, my fault, dispatch called within seconds. Customer service at SimpliSafe is proficient and knowledgeable although it can take awhile waiting for service. Overall system is easy to install. The application, useful if you purchase the higher cost monitoring plan, is robust and extremely useful from changing settings to arming and disarming the alarm system. I am extremely happy with this choice for my home security system.
    Read More
  42. User Score
    2
    September 2nd, 2017 Cincinnati, OH
    11 people found this review helpful!
    Smoke in my apartment this morning. Fortunately awoken by apartment’s alarm. Simplisafe’s did not go off, also meaning fire department wasn’t dispatched until I called. Fortunately all are ok. However, I am displeased with both the devices and their services. Have called, left voice message, and sent message via their website 4+ hours ago to help me trouble shoot. Have yet to get a response.
    Read More
  43. User Score
    9
    September 1st, 2017 Clayton, NC
    6 people found this review helpful!
    ordered system few weeks ago. once it arrived, i had no problem setting it up. could not get it to connect to dispatcher so i called customer support. i was on hold maybe 5 min. before someone came on the line to help me. the lady went through different procedures to identify the problem. she was very nice and helpful. we could not diagnose the problem so she sent me a new module to install. i received it the very next day after speaking with her. once i installed it, everything worked perfectly! so far, everything is good and i like the system. i plan to add more components!
    Read More
  44. User Score
    3
    August 31st, 2017 Vacherie, LA
    7 people found this review helpful!
    i sit here alone trying to reach the customer service and emergency to report “no dispatcher connected and no one answers that can help 6 tries i could be dead by now. obviously I’m furious and unsafe
    Read More
  45. User Score
    2
    August 31st, 2017 Los Angeles, CA
    7 people found this review helpful!
    Customer Service is absolutely horrible. I wish i hadn’t invested in this system. I reported a faulty sensor on July 14th. I received an initial stock response and followed the instructions to troubleshoot. When none of the options worked, I sent the requested information about my base station and shipping address on July 21. Since then I have not received a replacement sensor and when I reply to the original customer support email, I only received one rude email saying they’d already replied to my request for a replacement, which is not true, I sent another request on Aug 18th and I call and sit on hold once a week. I have left a voicemail for their customer service. This is horrible customer service.
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  46. User Score
    5
    August 29th, 2017
    4 people found this review helpful!
    Customer service has gotten very slow as they grow they are not keeping up with demand. More importantly if your system goes down when you are gone you are screwed. The only way to reset it is to fly home, take out the battery, put it back in, and plug the unit back in and hope that it connects. Without monitoring the system is useless. If that doesn’t work you will jump through hoops until THEY decide to send you out a new unit So………your vacation is over. For me it is a plane ticket, rental car, etc. to try and resolve the issue. There should be a way to reset the system remotely like your TV OR the system should reinitialize when the power/signal comes back on line. The system needs some more engineering. I had ADT for 7 years and NEVER lost monitoring and it was connected via cell phone.
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  47. User Score
    0
    August 28th, 2017 Virginia Beach, VA
    17 people found this review helpful!
    I purchased my alarm system and paid $450. They delivered it within a couple of days, which came with the first 30 day free alarm system monitoring. Problem # 1 I called and said I wanted to SET UP my alarm system. They told me they could not get a signal from my base. so they had to send me a different chip to go into my base from Verizon. Long story short they started my first 30 day monitoring even though I didn’t have an alarm to monitor. I installed the new chip and did the alarm test and that was that. Problem # 2 I noticed about a month later that when I would open my front door it would not register to the base station( would not beep when you open the door like it should), so I called and notified them of the issue and to request a new part(sensor). Problem # 3 they had notified me that they had not received a signal since the day I last spoke with them a MONTH prior. They immediately tried to push it off on me, that they had notified me by email and phone (Routine) I checked my email and call log and had them do the same. I wanted proof they they had contacted me. They admitted that there was no record of contacting me. I then went through the process AGAIN to try and get my system connected. Which failed. Problem # 4 I of course $450 +aggravation later I was PISSED. I proceeded to tell the Customer Service rep that this was unacceptable. She Got Rude and Made the statement that ” this is a do it yourself system”…. : / blaming me for it not working. After telling me that because I live in a townhouse with cement/brick walls, that the signal is weak… the issue wasn’t me improperly setting it up… you stick some sensors up and you connect the base station to the wall…. the issue was signal not user error… Problem # 5 requested a refund… was sent a sticker to mail my system back. send it back. called 2 weeks later to make sure they received it and check on the check to be mailed out. 7/10/17 the manager send a note to billing requesting check be mailed, that they confirmed they received my system…. I was patient and waited another month 8/7/17 before reaching back out and checking on the status of the check, as i did NOT receive it. they had me on hold for 15 minutes looking into it. told me that it was NOT mailed the previous month. and that they had to Resubmit the check to be issued. Was advised it takes 2 weeks. Today 8/28/17 I called to ask yet again about the $450 check i should have received already. Another 15 minutes later if not more i was told it was not submitted properly so it did NOT go out…… Mortgage is now due in a couple of days. and im being Financially burdened by this. Im a single mother of 2 kids. I got the system because it was just me and my children I wanted to feel safe. I did not feel safe. i did not feel like I was in good hands. and now Im struggling to get the money that is mine to pay for my mortgage. and i was told multiple times they are UNABLE to distribute this money any other way but check form. that it can take up to 21 days before i receive the check. making it 3 months later since i was supposed to receive the original check. im beyond upset and now i cant make my mortgage. I do not recommend this system unless you are in an ideal location and you know that ahead of time. save yourself the aggravation.
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  48. User Score
    2
    August 28th, 2017 Phoenix, AZ
    5 people found this review helpful!
    No help or assistance from customer support when product malfunctioned.
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  49. User Score
    0
    August 24th, 2017
    6 people found this review helpful!
    This product is not simple and not safe and not accessible. After starting the service I needed to move my base station away from the keypad to refinish my floors. It did not restart upon plug in and the trouble shooting directions were not on the website. After 3 days of trying to talk with customer service they called me back while I was at work so we could not trouble shoot live. The tech did give me directions which I followed when I got home but they did not work. Also part of what I needed to do was remove a panel from the base station to take out a battery to cycle the system. The screw was not standard size, did not work with any Philips head screw driver I had and after much difficulty only came out using an eye glass screw driver. In the process, my hand which have arthritis, where totally ruined for a day. I do not advise anyone with arthritis to consider this system. It is not made for even high functioning disabled people and the manager said I should have known that from it being a self installed system. I write, paint and refinish furniture with these hands and hold a professional full time job. They need to invest more in real customer service and less in advertising! And their staff needs to know not to put disabled people down.
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  50. User Score
    1
    August 23rd, 2017 Portland, OR
    5 people found this review helpful!
    Long customer wait times. The unit has failed numerous times. Very unhappy.
    Read More

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Our Score
8.1
User Score
5.4
Rank this Company

Ratings Breakdown

Price

Monthly Price
$14.99

Up-Front Costs

Activation, Install & Equipment
$229.96-638.85

Technology & Equip.

5/5 = BEST
4/5

Contract Length

Total # of months
No set term

Cancellation Policy

Can you cancel contract?
60 Days

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
279

Number of Reviews

User reviews here on BHSC
739

Overall Score

Based on ranking criteria
8.1 /10

Protect America

Compared to industry leader
9.0 /10
Our Score
9.0
User Score
7.9
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,299

Overall Score

Based on ranking criteria
9.0 /10