SimpliSafe, Inc.

Hi [redacted] -- Thank you for posting your complaint to alert us to this problem; we have investigated with the merchant bank and found that these transactions were flagged as duplicated at their level although it appears as though they were successful to the credit card processing bank!  This...

problem has been fixed and you should have your refunds shortly (if not already)

Hi [redacted] -- Thank you for posting your complaint to let us know!The equipment can function as a local alarm or you can opt in to monitoring; though there is no 'FREE monitoring' option.  You do not need to sign on to a contract for monitoring as some of our customers opt to do.Unfortunately we...

will not be able to send you any money or offer 'free monitoring' in the amount that you spent on the alarm system at [redacted].  You should return the equipment to [redacted] if it is not exactly what you want -- there is no fee to return the equipment.

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]. . 
I cannot accept the business's response.  I stopped payment on my check because SimpliSafe lead me to believe that my check was lost.  It wasn't lost.  SimpliSafe had my check all along.  I have stopped payment twice in the past for two other businesses and have informed them of the stop payment both times.   Both companies told me that I didn't owe anything.  Then I started receiving threatening  letters and phone calls from collection agencies.  That could happen tomorrow or in two months.  If you want to keep this complaint open until the end of July, I would be willing to accept the business's response at that time.
Regards,
[redacted]

Hi [redacted] -- Thank you for posting your complaint to let us know!  While the return and refund period is 60 days, it does appear you were able to work with an agent to get this sorted out.

Hi [redacted] -- Thanks for posting your complaint to let us know!On 7/19 we put check 5692 in the mail to your address at [redacted].After you did not receive the check, you called in and let us know that we had the incorrect address.  We have since stopped payment on that...

check and reissued it as check 5795 on 8/5/2016.That check, 5795, was mailed to your address at [redacted].  It should only take up to two weeks to arrive, so you should expect that check in your mailbox by 8/22/2016.

Hi [redacted], Thanks for reaching out to us through the Revdex.com. We've had a Tech Manager reach out and approve a full refund by check outside of the return policy period. We also sent a replacement Base Station to fix the issue and will continue to monitor any updates you bring to us....

Hopefully the Base Station Replacement resolves the technical issue, but in case it doesn't, we've email a return label for a full system refund. We hope these options help! If there's anything else we can assist you with, please feel free to reach out! Sincerely,SimpliSafe Support Team

Hi,Thanks for reaching out through the Revdex.com. I'm glad that we managed to reach you on 3/7, to let you know that your check refund for your returned package is already on the way. It should be in your hands soon. if you need any further assistance, please don't hesitate to let us...

know! Sincerely,SimpliSafe Customer Service

Hi [redacted] -- Thank you for contacting us again to let us know about the continued e-mails.  As discussed with our customer service team, in an effort to change your e-mail address in our database to ensure there was no way for us to send you additional marketing e-mails, we inadvertently caused you to receive another.  We have fixed this error and added service time to your account to hopefully make up for the continued errors on our part.

Hi [redacted] -- Thank you for posting your complaint to let us know!  It looks like you're currently working with one of our customer service supervisors to get these problems resolved.  Please make sure to let us know if there's anything further we can do to help.

Hi,Thanks for reaching out to the Revdex.com. I'm glad that we were able to reach out to you. We were happy to honor the $100 discount for the package that you were looking for. We also created a quote for you for an equivalent package for the all new SimpliSafe system. But you...

ultimately decided on an original system Complete Protection Package. If there's anything else that we can take care of for you, please don't hesitate to let us know.Sincerely,SimpliSafe Customer Support

Hi [redacted] -- Thank you for letting us know that our resolution wasn't what you were looking for!  While there wasn't any text in your response, we're happy to work with you.  A customer service supervisor will reach out to you again today to see what we can do to help!

[redacted] has spoken to a supervisor, and her issue has been resolved.

Hi [redacted] -- Thanks for keeping the complaint open to let us know; we'll get in touch with you to find out the piece that's missing and send it right out

Hi [redacted],Thank you for your complaint!  While we do not pay false alarm fines, we are absolutely committed to providing the best possible customer service.  As such, we're more than happy to process a return for your alarm system purchased in 2012.  The total for your purchase in...

2012 was $243.33.  If you contact our customer service center at ###-###-#### any day from 9AM to 6PM Eastern we'll be able to send out return postage for your equipment, and when received back here we'll process your refund.[redacted]SimpliSafe, Inc.

]
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. 
Regards,
[redacted]

Hi,Thanks for reaching out through the Revdex.com. I'm glad that our Tech Manager was able to get in touch with you. I'm also glad that we were able to confirm that your refund check has already been requested and is on the way. You should have it in your hands during this week. If you...

need any further assistance, please do let us know. Sincerely,SimpliSafe Customer Support

Hi [redacted] -- Thank you for posting your complaint to let us know, and for working with our customer service team to resolve the problem!  We can confirm that you do not owe any money for the equipment that was returned to us, that we have removed the card on file from your account, and that we...

will be re-training the agent that gave you misleading information previously.Please let us know if there's anything 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
[I am not a bit surprised of your response. Just simply the way you treat your customer with. However, please be aware and remember you will never get away with this kind of dishonest business practice. The outcome is yet to come. You might be satisfied at a little 'win' you have by sacrificing customers' interest. Well, good luck with that .]
Regards,
[redacted]

Revdex.com:?   You are not Revdex.com you are Simplisafe... so you should change the response on your template for Revdex.com issues.As far as being resolved, that is correct but your performance regarding the issue and communication afterwords is high effort,  which I commend and also condemn.  Youshould have a better communication system with your customers (LIVE HELP) and get your reps OFF THE PHONE.  Phone calls are for important issues unless you really lovetalking on the phone for 30min (that could have been handled with a 2min chat session) with something that can be handled without tying up valuable personal.In addition,  not allowing your customers to cancel though your interface is an obvious attempt at making life difficult to cancel so you get more revenue.  I'm taking to socialmedia to allow any potential sales know that to cancel is OVERLY DIFFICULT. My advice is change your policies ASAP, as no one wants to sign up with ANY company that makes life difficult to cancel.
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]

Hi [redacted] -- Thank you for posting your complaint to let us know!  It looks like you were able to work with one of our call center supervisors to ensure this issue was taken care of.  Please let us know if there's anything more we can do to help in the future!