SimpliSafe Reviews 16,944

Best part was when I finally was put in touch with Deirdre and she ordered me a new Smart Lock.

Downside was that I spent well over an hour with two separate tech support rep who valiantly tried to get my lock to accept an update but the update failed multiple times. After the first tech could not get it to work she transferred me to customer service who put me on hold to review the notes. That call failed. I called back and asked to the rep but was told I could not be transferred to the original customer service rep. The original c.s. Rep called me while I was on the phone with C.S. Rep 2 but he would call me back after a meal break. That call never came though. 5 days later I called back again and talked to two more techs who could not get it to work which is when I finally got to Dierdre.

Day 1 was 1h31m total call time. Call back on day 5 was another 37m mostly running the same procedures.

Rating is a 4 star overall. Dierdre is a 5 star, the rest are 3 &4 stars.

First. Shame on Simplisafe for your AI system. It is useless. It wouldn't recognize Front Door Lock. I got in a loop and couldn't get out of it. AI rated "1" or lower.
When I finally after many attempts got connected with a human, Justin in Richmond VA, things went very smoothly. Justin gets a "5" rating for an overall rating of a "3". He was patient, knowledgeable and was able to correct multiple problems. Why not just connect customers with Justin at the beginning? You would save lots of frustration with your customers and provide great customer service.

I purchased a security system from SimpliSafe because it was advertised as something you could either monitor yourself or have professionally monitored. Unfortunately, my experience has been very different and feels misleading.

The system is marketed as allowing self-monitoring, but in reality the mobile app — which is essential for managing and monitoring the system — does not function without an active paid subscription plan. Without the service plan, the equipment I purchased becomes extremely limited and essentially useless for the purpose it was advertised for.

Had it been clearly explained that the app and key functionality require a paid plan, I likely would not have purchased the equipment. I feel like I spent money on a system that cannot actually be used the way it was advertised unless I continue paying for a subscription.
Buyers should be aware that while the system may technically work locally, many of the features you would expect for “self-monitoring” require paying for their service plan. In my opinion, this advertising is misleading and customers should be clearly informed before purchasing.

Messasiah was the third customer service representative I spoke with and she was awesome. If she had been the first I don't think there would have been additional calls.

I talked to three people and I don’t remember the first two, I’m sorry. But Monica was last and she did the most, but the other two did a lot as well and I didn’t have to repeat anything! Yay! Monica was right on page w the next step and wrapped it all up! All three reps were very professional and helpful. Thanks to all!

We've been using SimpliSafe for several years now, and the system has worked flawlessly the entire time. Recently I ran into a small issue and contacted customer support. Their team went above and beyond — they quickly identified the problem and resolved it without any hassle, including sending a replacement right away.

It's rare these days to find both a reliable product and truly great customer service, but SimpliSafe delivered on both. Very impressed and highly recommend them to anyone looking for a dependable home security system.

Patricia was extremely helpful in resolving the issue we were having with our smart lock. She was efficient and timely in assisting us.

Justin was really helpful on the phone getting my faulty smoke/CO alarm fixed via troubleshooting. He was professional and knowledgeable and easy to understand.

Great call with Tristan updating our emergency contacts. Very professional and helpful.

I have been having issues with one particular camera for several days. Was on chat and spoke with agents and no one was able to resolve the issue, then it resolved itself for a few hours and then errored out. Called today and spoke with Justin, who kindly reviewed the notes on my file and did not make me go through the troubleshooting again. HE could see the camera was online on his end but not on mine. Recognized this is an issue with the unit. He is replacing the camera and sending it. Great service!

Loyal customer for 5 years. Had issues with my video doorbell - Justin L went above and beyond to help me get back online. He was understanding of my situation and lack of tools - was willing to help me out and walk me through what he perceived was the issue. 20 min phone call and new equipment on the way to replace the issue. No escalations needed or crazy workaround needed- just a great customer experience.

Justin, the Simplisafe technician was very patient and understanding of my problems. He was able to talk me through the reset of my cameras and gave me directions of what to do if they reoccurred. I can't ask for or hope for more that that. Thanks you Simplisafe and team.

Asia helped greatly

Excellent customer service. Justin helped me when my husband’s key fob started malfunctioning. He removed the fob from our system so it would stop setting off the alarm and got a replacement ordered for us immediately. Much appreciated!

Thank you Matt for all your help and getting things
sorted out and back to normal your a star
Kind regards Mrs Josephine Metcalfe

Even though I have an issue every once in a while, with my devices, the support staff is usually very helpful.

Thank you, Justin Lacharite!

Jamie Atkins

Messasiah was really great. she helped me resolve all my issues. She was so patient and attentive to my needs! A Wonderful customer service representative!

Jennifer was polite, professional, and resolved my issue within a few minutes. Great customer service!

I am still wanting this product to be more business focused but have always received friendly customer service. I spoke to Justin today and he was helpful.

I have been a user for over 10 years, and I had a hiccup when transferring up to the Gen 3 system. D-Ann calmed my fears and worries and talked/worked me through the setup process. THANK-YOU SO MUCH!