SimpliSafe, Inc.

Hi *** -- Thank you for posting your complaint to let us know! It looks like you were able to work with a customer service representative to get this sorted out Please do let us know if there's anything more we can do in the future!

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 # ***Please add your rejection comments belowSimplisafe knew that I was not getting a constant signal from the beginning, which was why they sent the broadband adapter, so I would have a backup signal in case the wireless transmission did not go throughThe technician told me that the broadband adapter was indeed functioning, from the day he helped me set it up back when I purchases the systemBut after the recent testing, the Simplisafe representative, *** *, without doubt and in a recorded conversation, proved that the broadband adapter never worked, that their logs show that there was never a consistent signal from the wireless and never a signal from the broadband adapterI never had a backup system, as they told me, with the broadband adapter and Simplisafe now knows that the "switch" they sent me to work with the broadband adapter never worked with a *** Internet connection via modemThey did their own research, and I did mineWe both came to the same conclusions. I could not complain that there was a problem because I did not know that there was a problemOnly Simplisafe had the logs on the connection and they consistently told me, that everything was functioningWe know for certain now, that they lied that I was connected constantly through the broadband adapter thanks to ***, my Internet connectionMy unit, though it was supposed to warn me, did not warn me that there was no connectionI believed that I had 24/monitoringSimplisafe assured that I had 24/monitoring. Their logs prove that they knew all along that they were charging me for service that I was not getting*** technicians vouch for this information, that a broadband adapter and switch will not work on a modem connectionA broadband adapter would only function through on a routerI have never had a router and Simplisafe knew that I never had a router, which was why they send me the switch to use with the broadband adapterSimplisafe tested the functioning of the broadband adapter with the switche and told me that it was connecting, but according to *** and Simplisafe records, I was never connected to a broadband adapter because it is impossible according to ***. Now that I know that Simplisafe knew all along that I was not getting 24/monitoring, this is a simple case of fraudThey have admitted over the phone that I never had a constant wireless connectionThey admitted that I never had ANY broadband adapter connection at any time, though their technicians assured me that I didThey tested, over and over again in July and said NO, I was not connectedSimplisafe records these conversationsThese conversations are records of this proof. Simplisafe continued to charge me for 24/monitoring though they knew I was not getting this serviceThat is what I want to recover, that expense, not a return of the systemI want to keep the system for further independent testing by my attorneyI want a refund of the over $charges for monitoring that they fraudulently charged me for services NEVER rendered. Again, yes, I could have canceled services at any time, but I never knew that I was not getting the service that I was paying for since day oneSimplisafe lied to me that the broadband adapter workedI believed that I had 24/monitoring of my homeIt frightened me when I learned that I was not protected, that anyone could have entered my house and the police would not have been alerted if there was no wireless signal at that time, because I had no broadband adapter backup as they told me I had been given by Simplisafe techniciansI purchased the system because I had had a break-inTheir claim for 24/monitoring is fraudulent, and they have admitted over the phone that that I was charged for services that I did not get. There is only one conclusion to this problem, and that is for Simplisafe to do the right thing and refund for services that they did not give meThank you, *** ** ***

Hi *** -- Thank you for posting your complaint to let us know! We certainly apologize for the misunderstanding, but we do not ship orders on the day they're placed -- 'overnight' shipping doesn't arrive the day after placing your order, rather the day after leaving our warehouse.As discussed
over the phone we've refunded the shipping charge back to your card We're also more than happy to apply free service time to your account for the misunderstanding Please let us know once you've activated your alarm if you would like to take us up on that offer!

Hi *** -- Thank you for posting your complaint to let us know! In checking over the account, it does look like you reached out to us to cancel It is our policy that to cancel service, you'll need to do so over the phone and provide us with your safe-word for security purposes
We're happy to give you a call, if you prefer, instead of requiring you to call us Just let us know the day and time and we'll reach out We're also going to have a supervisor from our customer service team attempt to reach you today if you're available
We've already gone ahead and refunded the $19.99, and the last step will be to cancel your monitoring service We'll reach out today!

Two supervisor spoke with ***He has decided to keep his system, and has been given a replacement Motion Sensor, as well as free months of monitoring for his troubleHe also now has the direct email and line of a supervisor, if he has any trouble contacting us, despite having each phone call
returned in a timely manner

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 # ***Please add your rejection comments belowCheck Refund Follow Up (from on August 3rd, 2016) Hello ***,As per our telephone discussion today, I am writing to follow up on our conversation regarding your check refund of $for the orders you placed with us under the invoice numbers of *** and ***I have sent the correct address to the department responsible for issuing our checks as follows:*** *** *** *** *** *** ** ***As we discussed, we will not be able to overnight the check to you today, as SimpliSafe submits are requests for check refunds with our bank every FridayBecause of this, the check may still take 7-business days to arrive at your addressHowever, I will do everything I can to ensure that the check is re-issued to the correct addressSimpliSafe will attempt to send the check as quickly as we can.I am sorry for any inconvenience and stress that this has imposed upon youI would be very frustrated if I were in your shoes, and want to correct the situation the best that I am ableIf you have any other questions or concerns, please do not hesitate to reach out to us again at ###-###-####The lines are open days a week from AM through PM EST.Warm Regards, *** ----------------- SimpliSafe, [email protected] 1-888-95-SIMPLI (###-###-####)
Regards, This is the kind of response we have gotten for three monthsNow the company is saying two weeks until we receive the checkNo one will call us to update usSimpliSafe never had the address in Maryland on fileThey always had the correct addressThis was another reason for stalling to send the check to us we believeWe will not settle the complaint until our money is refunded in full
*** And *** ***

Now the story changes from, out of stock (see attached email, no mention of this new story), to the current "story"The reality is your business sold the product and did not proper inventory systems in place and now you are scrambling to change the story.You stole $from my bank accountNot a holdYou took money from with no intention of honoring the sale. 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 # ***
Regards,
*** ***

Hi *** -- Thank you for posting your complaint to let us know. As discussed with the customer service team we can certainly issue that refund, please allow 2-weeks for it to arrive in the mail

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

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 # ***Please add your rejection comments below.
Simplisafe is completely ignoring the fact that their defective equipment allowed for TWO break ins to happen....which then resulted in a third and a forth breakin in since the burglars were under the assumption that there was indeed no alarm at the location. Offer credits for three months of coverage doesn't replace the broken doors, broken windows, drywall repairs, and any of the stolen merchandise. The alarm wasn't functioning properly, and Simplisafe was aware of this, but made NO attempt to let me, or the tenant know. The tenant and I were both under the assumption that the alarm was working as it should since I was still being charged monthly monitoring fees (even though it wasn't being monitored), no more emails or phone calls from Simplisafe, and my online account also showed NO issues with the alarm....and Simplisafe still has been unable to explain this to me
Regards,
*** ***

Hi *** -- Thank you for confirming today that the refund successfully processed Please let us know if there's anything more we can do to help

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 # ***
The camera and the alarm system worked well both before and after I paid for monitoringAs soon as I cancelled monitoring they changed the service, blocked camera and internet function and tried to sell me a new system so called Simplesafe The system was functional for months. Regards,
*** ***

Hi ***,Thank you for taking the time to speak with us to verify that the check has been received Please let us know if there's anything more we can do to help in the future

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

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 # ***
I appreciate the willingness to work with an existing customer, and I look forward to being a customer for the long term I was initially surprised, but am delighted that you came to understand my position I have shipped out the sensors, and await a refund check, at which time, we can consider the matter closed Best!
Regards,
*** ***

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 prefer a refund please would be acceptable
Regards,
*** ***

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 # ***.I have shipped the items to be returned and you should be receiving them shortlyI am looking forward to seeing the refund for the equipment and services rendered. Thank you for sending and pointing out the instructions for the ** *** ***That being said, I have followed these directions and, for whatever reason, they have created this damage to my wallI consider these a complementary product to the products that I paid Simplisafe for since they were sent with the equipmentI consider this unresolved until the wall is repaired
Regards,
*** ***

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 # ***Please add your rejection comments below.
I received your previous E mails but I was unable to open up in my phone browserI finally tried forwarding the Emails to my desk topI was then able to read the messages and I was not satisfied with Simplsafe responseThey still did not address why it is not stated upfront about the need for their systemI feel that would be fair to the consumer to know that instead, when you accept consumers money for monitoring without being upfront is very misleadingSimplsafe did not bother to notify me of this until I contacted them about what was going on with the accountSimplsafe would have just kept my money knowing they could not fulfill the monitoring agreementThat is borderline fraudPlease reopen this case and any response I receive from Revdex.com I now know to forward to my desk top for viewingI am not satisfied with their responseThank You.
Regards,
*** ***

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

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 # ***Please add your rejection comments below.
I would like for the company to file a claim with *** and refund my money
Regards,
*** ***