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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The company offered a $100 **** gift card for 35 days of Fast Protect monitoring. I completed all requirements to receive the gift card.Ive called several times only to get it resolved only to spend hours on the phone and get no answers. Ive spent several hours trying to rectify the situation to no avail. The property address is ***********************************************
Business response
10/22/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer response
10/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ********Initial Complaint
10/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered this system on August 23, 2024. I was supposed to get a $100 **** Gift Card 35 days after I started the monitoring service which would have been September 28th. I have yet to receive this Gift Card and have called about it 3 times and they have said each time that they resubmitted the request and I should receive it soon. I should not have to even have called them once about this since it was in the invoice.Business response
10/20/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Customer response
10/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ******Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a camera for my outdoors but I changed my mind on what I wanted. I tried to cancel it and apparently I had only one hour to cancel and I have 60 days to return. I tried calling them and they told me the only time I can get return is if it was emailed to me. I do not have an email. This costs over 300 dollars.Business response
10/17/2024
Hello
We are not able to locate an account with the information provided. Please provide the email or telephone number associated with the account.Regards,
SimpliSafe Customer SupportInitial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered the Simpli Safe home security with outdoor cameras over the phon me for an elderly relative. I was asked during the order to create a safe word and I explained that I did not want to set that up and asked them to call my relative after the purchase was complete. The salesman agreed, but never called. Somehow a safe word was added to the account during that call which created nothing but problems . We could not edit the account, ask for assistance, or anything even tho we did not create the safe word. We were told that the tech that was coming out to install this arrived he wouldnt be able to assist. He was not able to do so. The installer was a 3rd party service provider that came at a 400 fee. The installer was a disaster. The man sold my elderly relative 2 routers and a surge protector for an additional 400. He installed it incorrectly and actually had to come out two additional times to address the issue. Both the installer and Simpli safe blamed the internet provider for why this was not working. We had the internet provider come out and they showed us exactly what the installer destroyed, part of the ports for the internet cables. The internet provider repaired the internet and tv, at an additional 400 charge. The Simpli safe system still did not work: Tried to cancel the monitoring and return the equipment, but we are told that they cannot stop or cancel anything without the safe word that we did not create! I asked multiple times to be transferred to a manager, finally found someone that told me we would need to reset the safe word, then someone worked call us unfortunately it will be past the return windows This is absolutely the worse experience and they are unwilling to stop charging me for the monthly monitoring that isnt even in place because the installer could not get the equipment installed correctly! I want to return the hardware and get a full refund!Business response
10/16/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.Sincerely,
SimpliSafe Customer ServiceCustomer response
10/16/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I received a voicemail stating an email was sent to me also. I checked in spam/junk along with my inbox and trash to be safe. The voicemail is yet another misleading deceptive interaction from this company.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
10/17/2024
Hello,
On Oct 16th we made a contact call to **** that went to Voicemail and a message was left stating we would email **** for a good time to contact. Due to unforeseen circumstances that arrived the email was not able to be sent right away and **** had emailed us. We did make contact with **** right after and apologized for the inconvenience, we were able to answer Dawns questions and set up a call back to her mother for today to discuss options as offers for a full return and refund are available as well as keeping the system and 3 free months of service.
If you have any questions please contact our Customer Support Team,
********************** Customer Support.
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/12/24 I placed order #******** with Simplisafe on their website. I was offered a $100 GC for my purchase. I activated monitoring service with them on 8/16/24 when product was delivered. I called and was told I had to have monitoring service for 30 days before a GC would be issued. On 9/16/24 I followed up about the *** I was then told 45 days active before. I called back 10/4/24 and was then told a research ticket would have to be created taking another 5-7 bs days. I called back 10/15/24 and was told the ticket had expired but nothing resolved. They wanted to open another ticket for another 5-7 bs days.Business response
10/16/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.Sincerely,
SimpliSafe Customer ServiceInitial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased my Simplisafe system in early April, 2023 I installed and activated the Fast Protect monitoring on the 20th. System appeared to function well and I was pleased. In October 2023, the monitoring fee was increased by $2.00 and I was okay with it because I was using the system daily. **************** was responsive if I had any questions. All of that changed in July 2024 when I emailed and messaged SimpliSafe for several issues and received no responses. I was forced to call them and had a discussion with someone and told him I did not appreciate being ignored as a paying customer. He apologized and said it would not happen again. On September 24, 2024, I received an email stating they were increasing the monitoring fee again on October 1, 2024 thats TWICE within 18 months of activation. I sent emails to customer-********************************** and FB Messages on September 27th and never received a response whatsoever which made me angry enough to cancel my service immediately. On October 2, 2024, I sent a letter via Certified Mail to their corporate office in ******, ** that was delivered on the 4th which I also have confirmation for. They never responded to my letter either. On October 8, I called customer service and spoke with ***** who refused to give her last name, I told her I was canceling my service and was transferred to ****** I told her about the letter I sent and wanted to downgrade my subscription to self monitoring and instructed her to DELETE my credit card from their system because I did NOT authorize any further charges from them on my credit card. I requested email confirmation and she stated she would send it after everything was done. I never received that email to this day and the phone app still shows my credit card on file. ****** stated my app would still work to monitor the system, however, it does not send Push notifications such as Arm and Disarm even though they are on and I believe its a base issue, I want to know whyBusiness response
10/15/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe Customer ServiceCustomer response
10/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22423971Let’s see how long this takes, they have ignored my letter, email and FB nesssges since Sept 27 and Oct 4.
Regards,
Santo MuranaInitial Complaint
10/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged a $75 dispatch fee in error. No dispatch call was made which I confirmed with my alarm history. I contacted support via chat then phone on 9/29/24 and was told a refund would be provided and that it would take 1-3 business days to process. I asked them to send an email to confirm and they did. Its been 10 business days and no refund was provided. I called and was advised they processed the refund 9/29/24 and then put on hold to speak with another department. After waiting 30 mins, I was told to call back tomorrow and there is nothing else they can do. This was my 4 contact and Ive spent over 4 hours. I simply want the refund that was promised for a service I never received.Business response
10/15/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe ****************Initial Complaint
10/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
SimpliSafe has been double billing a system charge each month for multiple years and I recently discovered this when attempting to setup my system after moving and re-activating the system. I called SimpliSafe today and was on the phone for 57 minutes while trying to have them help me figure out the double billing. I was told by a representative and supervisor that I could only contact the bank to dispute the charges, but they had no way of finding the other account using my billing information and credit card. When I mentioned this is fraud and that they should have a more concerned interest in determining, they offered no further assistance. The exact quote when I closed my account was "You will receive no further charges to your account for this account." The charges discovered are going back to 2022 as I continue to research this issue and total over $300 and counting.Business response
10/15/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.Sincerely,
SimpliSafe Customer ServiceInitial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
For the last 3 weeks I have contacted the company THREE times for $100-gift card promised on the promotion when I purchased the merchandise but never received it.Business response
10/15/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe Customer ServiceCustomer response
10/15/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22420681. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Jimmy JieInitial Complaint
10/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Had Simplisafe at our old apartment and due to a poor experience and a lot of headache we cancelled our service back in 2021. Thought that was the end of it and after we moved in 2023 we assumed that we definitely were never going to hear from them again. So you can imagine my surprise when I received a piece of promotional mail in July 2024 from them asking me to come back. To say my blood was boiling is an understatement. First they charge me for their services a month after our subscription was supposed to be canceled, refused to initially refund the charge AND refuse to take their crappy equipment back and they have the nerve to ask me to come back? After sending MULTIPLE messages and comments on their social media they finally acknowledged me and stated that our current address would be removed from their system and we never receive anymore mail from them. Should've guessed that was a lie too because we received ANOTHER promotional letter in the mail on October 11, three months after we were told they would never bother us again. Can't even be surprised at this point especially given all the negative reviews they have now. This is the final time I'm going to say this, DELETE our address from your system and NEVER contact us again! Next piece of promotional mail is really gonna land you in hot water.Business response
10/14/2024
Hello,
Thank you for reaching out to us through the Better Business Bureau. We will be in communication with you to resolve your issue and you will have direct contact information with a specialist assigned to your case. Please let us know if there is anything else that you need.
Sincerely,
SimpliSafe Customer ServiceCustomer response
10/14/2024
Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22413761. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Keturah
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Get a QuoteCustomer Complaints Summary
489 total complaints in the last 3 years.
197 complaints closed in the last 12 months.