SimpliSafe, Inc.

As I had anticipated, Simplisafe doesn't care enough to fully address the fact that their company has a horrible customer support record Their own website is rife with examples from other consumers such as myself.See: http://***Simplisafe's unwillingness to address this ongoing problem illustrates their lack of concern about how unhappy their customers are This is an awful and unacceptable business model
Regards,
*** ***

Hi *** -- Thank you for posting your complaint to let us know It looks like you were able to reach our customer service team to cancel your service and you had not been billed for any extra time in the interim We've been trying to reach you and have so far been unsuccessful, but your
assistant has our information in case there is something we can still do to help!

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

Sorry about that -- the last message didn't come through!We are showing that the package was delivered on 7/31/to:*** *** * ***
*** ** ***If the package never arrived, or was stolen after it was delivered, we can certainly file a claim with *** If you'd like us to refund or reship the package we're happy to do either, just let us know!

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 has told me three times now that they are sending the replacement it has yet to arrive it was supposedly arriving Next Day Air that was not true so the complaint is not resolved
Regards,
*** ***

Hi,Thank you for reaching out through the Revdex.comI'm glad to hear that we have been in touch with you to discuss your return for refund, and we are glad to report that the refund for your system has been processedIf you need any further assistance, 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 # ***
Please confirm per agreementRefund shipping charges and month free serviceMoreover, the additional ordered yard sign did not arrive as agreed and paid forAlso, please advice how Simplisafe will handle reimbursement for mileage expenses to transport alarm system from ***, TX to ***, TX? Moreover, I have (two) non-authorized charges for $on my credit cardAgain, Alarm was not delivered as agreed uponAdditional yard sign was not included! non-authorized charges on my credit card! And most importantly, I was forved to retrive the alarm system myself, spending hours in car and driving milesI am very very disappointed Simplysafe does not live up to its obligations and should not be endorsed by *** ***
Regards,
*** ***

Hi,Thank you for reaching out via the Revdex.comI'm glad that we were able to reach out to you to confirm detail about your account and hear your concerns about our serviceI'm also glad that we have given you direct contact information with one of our Tech Managers so that you can
reach out to them in the futureIf there's anything else that we can take care of for you, please 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 # ***Please add your rejection comments below.
Can you please me a replacement key,
Regards,
*** ***

Hi ***, thank you for posting your complaint to let us know of your frustration First, and most importantly, is that we do not pay alarm fines issued by your City, County, Local Police, or any governing body for any reason (this is part of the service agreement you signed
on Sun, 12/14/at18:43, accessible on ***).While we hate to disappoint our customers, it is an unfortunate fact that alarms can occur and that some governing bodies will charge a fine to the home owner as the responsible party.That said, we would like the opportunity to address your specific concerns in addition to providing insight into the exact process of an alarm event to ensure that in the future, if you ever do inadvertently trigger an alarm, you have the ability to cancel police dispatch after the erroneous trigger.First, there is no design flaw in the Keychain Remote as you describe -- there is a panic button on it, accessible for you to use in your home to trigger an alarm, however this is a design choice and not a flaw As stated, it is certainly possible to trigger an alarm with that panic button, but it is recessed and needs to be held to trigger an alarm As you've not had a panic alarm from that Keychain Remote in the six months of continuous operation, it does sound as if it was an inadvertent trigger and not a design flaw that caused your alarm event As we offered, and at any time at your discretion, we can disable the panic button on your Keychain Remote; however, this is not in any way an admission of a flaw in the same way that the ability to disable the Panic Button on the Keypad, or the standalone Panic Button, is not the admission that these devices are flawed.Second, in the event of an alarm, we will always attempt to call you to verify the alarm at the phone numbers you provided to us when activating your monitoring For this alarm event we attempted to call you on *** and reached an answering machine We then attempted to call *** and reached an answering machine As we were unable to reach you for you to tell us that you had inadvertently triggered an alarm, and that it was in fact not a panic situation, we handled it as a true panic and dispatched the police.We do apologize that we will be unable to fulfill your request to pay your City the fine levied against you, but we do hope our explanation of the process will help eliminate alarms in the future!

[The parts were changed but we are still getting alerts late so its not fixed yet.I spoke to ** on Saturday 14th of March of which told me he will be sending a note to *** but havent gotten a call back yet .Spoke to *** on March 18th and she told me she would send a note to *** asking to call back today.]

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 belowThis email from Simplisafe does not address the problemOnce again, I paid for 24/monitoring and Simplisafe has admitted, multiple representatives and technicians admitted, that I never had 24/monitoring, and also that I never knew I did not have what I was paying for, for yearsTherefore, a refund of those services not actually given, is the only remedy that will settle this problemYou can dance around it and around it, but fraud is fraudTake responsibility for the flaw in your company operationsStop taking advantage of the elderly.*** ** ***

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. While I appreciate and accept Simplisafe's offer to refund my alarm system I reject the idea that they will summarily dismiss all refunds for alarms If they look at the alarm logs from my unit, they will see that the alarm was deactivated, each time, a short time after the alarm was switched This is due to the fact that we stood there furiously entering the code over and over again to no avail When the alarm was finally deactivated, the police had already been sent
Regards,
*** ***

Hi,Thanks for reaching out through the Revdex.comI'm glad that our Tech Manager was able to give you a call to check in about those Entry Sensors that we replacedIt sounds like the new sensors are functioning properly, and you have already sent the malfunctioning sensors backIf you
need anything else, 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 resolve my issues in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved I will add to this mostly canned response that I am disappointed with the management of SimpliSafe for taking months to refund my money I get the impression it is their SOP But yeah, we're good
*** ***

Hi ***,Thanks again for responding -- we definitely appreciate the frustration and would like to help We would like to buy back your equipment at the full price you paid to us in We believe this is very fair considering the fact that 1) we have been providing the 24/monitoring at your home since 2012, 2) we've received multiple signals each week since you've activated your alarm service, and 3) it's been four years since your purchase.We'd like to explain the first point in more detail, too.We have been monitoring your alarm signals, and processing them, and handling them, 24/since you've activated your service The alarm system uses your local cellular network to send data to us It relies on your cellular network to transmit that data to us We also have some options to use such as the Broadband Adapter, that we've sent to you, or regular phone service Without one of those pathways the Base Station can not send data to us We can not guarantee that your local cellular network, your phone, or your home's internet will work 24/to send us signals, but we will do whatever it takes to work with you if you want to continue to try.Since your alarm system has, with near-daily regularity, sent signals to us If the system is unable to send any one signal it should announce that to you both audibly and as a message on the Keypad If we do not receive a signal for days we will automatically send you an e-mail to alert you to that fact and we will attempt to reach you over the phone to resolve the problem This notification process has happened a few times during your tenure as a customer and our customer service team has worked hard to help you get connected

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,
*** ***

Thank you for posting your complaint to let us know! As discussed over the phone, we have canceled your monitoring and refunded the last two months We're also shipping off the replacement Keypad.Please let us know if there's anything more we can do to help!

Hi, Thanks for reaching out through the Revdex.comI am glad that we were able to check on your returned order and take care of the refund for youIf you need anything else, please 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 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,
*** ***