SimpliSafe, Inc.

Revdex.com:
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 # [redacted].  
    If I can't change my response to "do not accept", then I will put in a second complaint.  Below is what I wrote was my desired outcome in complaint 121 223 61.  Simpli Safe did not fullfill my desired outcome.  They only said that if they received the equipment I would not owe them anything.  I want to stick to my original desired outcome.     I want Simpli Safe to assure me through Revdex.com that they have received the replacement base station. I also want them to assure me through Revdex.com that my account is paid in full and that I do not owe them any money or equipment.     Since they attempted to cash the check that they "couldn't find" for 2 weeks I need the above statement from them.  They must let me know that they have received the Base Station with the serial number [redacted].  I sent it by way of [redacted].  [redacted] tracking indicates that it was delivered on Friday, 4/28/17 and 9:45 AM.  My account # with them is [redacted] and my order # with them is [redacted].     Since they attempted to cash my check.  (To no avail I told them that there was a stop payment on it).  They must still think that I owe them money.  It will probably take them several weeks to realize that I have returned the base station because their business is so snail like.  While those 2 weeks are passing, they will likely send a collector after me.     I don't know what I was thinking when I accepted their response.  I was trusting a company that has shown that they cannot be trusted.     Thank you,
Regards,
[redacted]

Hi [redacted],We appreciate you reaching out through the Revdex.com! At this time, I'm glad to see you've been refunded for the full amount of $317.91 as of 1/10/18. We had a Tech Manager reach out again to follow up in case there were any lingering questions you'd like answered. They've...

left their name and contact information in case you need to reach them for any reason. In addition, it's good to note that it may take 5-7 business days before the refund reflects on your bank statement. Please let us know if there's anything else we can help with! Best,SimpliSafe Customer Support

Thank you for posting your complaint to let us know!  As discussed with the Customer Service Supervisor over the phone, we were able to identify where your e-mail existed.  We do apologize that your initial inquiries to us weren't handled correctly, but we have now corrected the issue....

 You should no longer received marketing messages to that e-mail address.  Please let us know if there's anything we can do to help in the future!

Hi [redacted],Thank you for posting your complaint to let us know of these issues -- I was assured today that we are working towards a solution with you.  Rest assured we're going to take care of any problem!

Hello,Our customer service team reached out to [redacted] to resolve this issue. We have sent her 4 entry sensors and are waiting to receive 2 motion sensors back from her. Her card was refunded for the difference, and she seemed happy by the end of the call.  Thanks,[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.However, fundamental customer service issues remain at SimpliSafe, and until they invest in proper staffing they will continue to receive complaints like this.
Regards,
[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would like to add my experience with SimpliSafe after the complaint was sent to the Revdex.com. The reason why I made the complaint in the first place was because no one at SimpliSafe customer support would answer the phone. Tech support was only interested in trying to solve the problem and would not listen to me when I said that I didn't want to solve the problem. I just wanted to get the equipment out of my home and returned to SimpliSafe. In my complaint I stated that I would return the equipment on 1-10-2018. Simplisafe had ample time to connect with me to let me know that they would send me a label for the return shipment. They never did so I went to the [redacted] store and for $40.00 with $4.00 added on for extra insurance I shipped the equipment. The next day after notifying SimpliSafe in writing regarding the shipment I received and E-Mail from [redacted] in Customer Support with the label attached. This is of course now useless to me. Since then [redacted] has sent numerous E-Mails and made phone calls to me. One call was to let me know that they were having problems when I was trying to contact them but I answered back only by E-Mail because I like to have things in writing and not a one way recorded conversation. [redacted] was helpful but it seems that only after my complaint to the Revdex.com did I get a response and an interest in helping me with the return of the equipment. The cost of the return was not added to the refund. I received a refund for the money I paid for the equipment. The dispatch or monitoring company utilizes a safe word that one can use to access my account and make changes. Since I was unable to connect my system to the dispatch company I was unable to use the safe word or login to my account and asked [redacted] to cancel the service for me. [redacted] asked for the safe word and I E-Mailed it to her. Then she asked that I say it to someone in Security over the phone so I called and waited and waited; I then left a message saying the safe word. I received several requests from [redacted] asking me to call again stating that someone in has to hear me say the safe word for security reasons. I decided that no I won't do that and SimpliSafe finally closed the account with the dispatch company. If anyone is interested in purchasing a SimpliSafe security system I suggest that they check to see how strong their WIFI is in the area where they want to set it up, get a permit as soon as possible if required so that you have ample time during the 60 day trial period to do what you have to do.
Regards,
[redacted]

Hi,Thank you for reaching out through the Revdex.com. I'm glad we were able to speak with you to take care of the return of your system. We were also able to build a Quote for you for purchasing the all new SimpliSafe system. Please give us a call if you decide that you'd like to go...

through with that purchase. And let us know if you need anything else!Sincerely,SimpliSafe Customer Service

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
I reject this because nowhere have I seen any attempt to change policy so that consumers are advised upfront that you are not able to monitor no other system. Because when you advertise under monitoring section you should be able to do that. Stop taking consumers money upfront when you  cannot  provide monitoring services and then having consumer  argue to get money back. When that happens I then will be satisfied no other consumer goes thru what I am going thru now.
Regards,
[redacted]

Hi [redacted],Thank you for posting your complain to let us know about your experience.  The package with your missing items should have arrived today and your return period has been extended as requested.Please don't hesitate to let us know if there's anything we can do in the future!

Hi -- Thank you for posting your complaint!  We ran a special promotion for current customers (image attached).That special promotion found it's way to several coupon web-sites and before we were able to turn it off several non-customers had purchased, of which you are one.We worked in good...

faith to obtain inventory to fulfill these items, even though it was limited to current customers only, and were unable.  Unfortunately your order has been canceled and refunded.

Hi [redacted], Thanks for reaching out through the Revdex.com. I'm glad to see a supervisor has managed to refund your order in full by check. I hope this outcome was to your satisfaction. If there's ever anything else, please don't hesitate to reach out again! Sincerely,SimpliSafe...

Customer Support

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
Can you please let me know when you are sending me the two signs. 
Regards,
[redacted]

Hi [redacted] -- Thanks for following up.  If possible, please review the response and let us know if our handling of your issue is still unsatisfactory.  I've been informed by our Customer Service team that the issue has been resolved and would like to ensure you're completely satisfied.

Hi [redacted] -- Thank you for posting your complaint to let us know!  Your payment for the first month of monitoring service has been refunded.While it is true that anyone can create a customer account and purchase their first month of alarm monitoring service, in order to use that first month of...

service you do need to have the equipment.

Hi,Thank you for reaching out to us through the Revdex.com. We're glad that we were able to give you a call to check in, and you were willing to try a [redacted] Adapter to see if that will help with your Base Station's connectivity. We also provided you with two months of Monitoring...

Service free, as a courtesy. If you continue to experience difficulties, or if there's anything else that we can help you with, please don't hesitate to let us know!Sincerely,SimpliSafe Customer Service

Revdex.com:
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 # [redacted]. 
Nowhere did I see that you had to be a current customer. If that was true why didn't you require customers to log in to their accounts to be able to purchase? Basically, it appears you used customers funds for a week or more before refunding orders. At least this shows you have shoddy practices by allowing non-customers to buy, then holding their funds for a week or more. 
Regards,
[redacted]