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Thursday, February 4, 2016

TravelTech: Faulty Products And Poor Customer Service ... SimpliSafe Or Simpli Crap?

SimpliSafe, Inc.
294 Washington Street, Floor 9
Boston, MA 02108
Phone: (888) 957-4675
Website: SimpliSafe.com

If you are like me, an avid traveler that may be gone for long periods of time, a good, dependable, affordable home security system you can operate from anywhere in the world seems to good to be true. Well, in SimpliSafe's case, it is too good to be true, so do not believe their misleading advertisements or celebrity endorsements from the likes of Kim Komando and Dave Ramsey. Here is my recent experience with SimpliSafe ...

Sensors that do not work or emit false alarms, slow response to middle-of-the-night (false) alarms, and poor or no response to customer concerns and questions are just a few of the reasons we are cancelling our SimpliSafe monitoring and requesting a full refund. Based on SimpiSafe's history of poor customer service, I expect to be ignored or hassled every step of the way,

I bought the system after hearing rave reviews about SimpliSafe on The Kim Komando Show and The Dave Ramsey Show, two radio celebrities that I thought were credible and honest. The reasons we committed to spending $400+ for a system and $300 a year on monitoring were:
1) Kim Komando's/Dave Ramsey's recommendations2) No contracts2) 100% wireless, cellular system3) Easy to set-up4) Mobile (cell phone) control and alerts5) Power outage protection6) Portability7) Pet friendly8) Not One, But Three Risk–Free Guarantees:- 60-Day Money Back Guarantee- Three Year Product Warranty- 100% Satisfaction Guarantee

customer-support@simplisafe.com
1-888-957-4675
Purchase Information:
E-mail Address:
Billing Address:
LAWRENCE, KS 66044
Shipping Address:
LAWRENCE, KS 66044
Order Total:$403.52
Order Summary:
Order Confirmation #:WP9XXXXX
Order Subtotal: $448.36
10% Off Your System:-$44.84
------
Total for this Order: $403.52


Order details: 
1 x24/7 Professional Alarm Monitoring (SimpliSafe2) - $24.99
Model: SSEDSM2
  • Activation code: Y5KW-KETU
  • Service Plan: 24/7 Interactive Alarm Monitoring + Alerts
1 xRefurbished Security System: 18 Components - $423.37
Model: SSCS1-R
  • Base Station: 1
  • Wireless Keypad: 1
  • Keychain Remotes: 2
  • Motion Sensors: 3
  • Entry Sensors: 6
  • Panic Buttons: 1
  • Auxiliary Sirens: 1
  • Window Decals: 2
  • Water Sensors: 1
  • Smoke Detectors: 1
  • Freeze Sensors: 1

Burglar Alarm Monitoring Permit Information!

Instructions:  Please check with your local authorities to verify whether or not an alarm permit is required. It is the responsibility of the subscriber to obtain and maintain a valid alarm permit, if required by your local jurisdiction. Failure to do so can result in no police response and/or monetary fines. If there is, or you need some help, we'd love it if you could give us a call at 888 957 4675 to let us know!

Fire Alarm Monitoring Permit Information!

Instructions:  Please check with your local authorities to verify whether or not an alarm permit is required. It is the responsibility of the subscriber to obtain and maintain a valid alarm permit, if required by your local jurisdiction. Failure to do so can result in no police response and/or monetary fines. If there is, or you need some help, we'd love it if you could give us a call at 888 957 4675 to let us know!
The system worked OK for a less than two weeks, then we started having false alarms on our motion sensors in the middle of the night, waking us to the shrill sound of the alarm and not knowing if an intruder was in our home. This happened on four occasions and response times from the monitoring center varied from 30 seconds to over four (4) minutes.

A lot can happen in four minutes during a home invasion and we found SimpliSafe's alarm monitoring center's response times to be sporadic. In the four minutes it took for an operator to call us after one middle-of-the-night false alarm (fortunately), intruders could have rushed upstairs, kicked in our bedroom door, robbed us at gunpoint, sexually assaulted my wife, shot us in the head, and been on their way ... all before SimplisSafe called us to see if we even needed them to call the police! It would have been much easier and safer to Simpli pick up the phone and call 911 ourselves, so why do we need to pay $24.99 per month for "monitoring"? I asked the young lady on the phone why it took so long to call and she said that there were "too many calls for the number of people working", a sad excuse if it were in fact a home invasion.

Their customer service call center is only open between 8am and 5pm, but if you need help, forget contacting SimpliSafe via email because they are nearly completely unresponsive. When I was finally able to talk to a customer service representative, they had me reduce the sensitivity of the motion sensors because the forced air heat was apparently setting them off (we have no pets or ghosts in our home). "The heater is setting them off?", I asked, something we had never heard of or experienced having owned several alarm systems from reputable companies (ADT, Guardian, etc) over the years. It is not much fun being awoken from a deep sleep, four times over a period of several weeks no less, because of a motion sensor that cannot tell the difference between an intruder and forced air heat. I wonder what kind of affect pets would have on SimpliSafe's "Pet-Friendly Motion Detector" that "doesn’t detect small pets"?

Since we installed the system and activated it on September 17th, 2015, we have had five false alarms and eight sensor errors (cut and pasted directly from our SimpliSafe "Event Log":
09/18/2015 5:13am Alarm: Motion Sensor "Living Room (Front)" 
09/20/2015 2:10am Alarm: Motion Sensor "Living Room (Back)" 
10/10/2015 7:28am Error: Panic Button "Bedroom Panic" 
10/12/2015 12:28pm Error: Panic Button "Bedroom Panic" 
10/20/2015 3:27pm Error: Entry Sensor "Elisa Room Window" 
10/29/2015 12:19am Alarm: Motion Sensor "Kitchen" 
12/13/2015 3:42am Alarm: Water Sensor "Basement" 
12/31/2015 5:32am Alarm: Motion Sensor "Living Room (Back)" 
01/09/2016 1:19pm Error: Flood Sensor "Basement" 
01/15/2016 2:19pm Error: Flood Sensor "Basement Water Sensor" 
01/19/2016 7:18am Error: Flood Sensor "Basement Water Sensor" 
01/28/2016 7:18pm Error: Flood Sensor "Basement Water Sensor" 
01/30/2016 8:17pm Error: Flood Sensor "Basement Water Sensor"
They sent a replacement water sensor on December 18th, 2015 after the original one failed (see above), but it was like pulling teeth to get them to respond or cooperate. We had several back and forth emails asking me if the "sensors were in contact with water" (obviously not or I would not have been complaining) or after admitting that the sensor was bad, I was asked for our "delivery address" ("the same address as the monitoring we pay for that is in your system", I responded). C'mon folks, use your brains!

They sent the replacement water sensor via snail mail and I received it on January 8th, 2016. One day later, the "new" sensor began to "error" and became unresponsive. It seemed to resolve itself after a couple hours, so I let it go, but repeated errors led me to contact customer service via email again on January 28th, 2016. 
"This is the 3rd time the “new” sensor (replacement for the original that was sending false alarms) that you sent us has had problems “not responding”. Here’s the message I just received from the system: 
no-reply@simplisafe.com / no subject / Sensor error: Flood Sensor 13C2Y “Basement Water Sensor"  is not responding at 1104 New York Street on 1-28-16 at 7:18pm 
What’s the problem now? This is getting ridiculous. How can our home and basement be protected if your sensors don’t work?
Please let me know what SimpliSafe is going to do about it.
Thanks"
It was ignored, so I sent another email on January 30th, 2016:
"I'm tired of false alarms, equipment that doesn't work, and lack of professionalism/responses from customer/tech support. Delays in contacting or being contacted by emergency dispatch cause great concern in event of a "real" emergency. Unless there is an immediate response and our concerns addressed, I would like to cancel our monitoring and get a refund for your faulty equipment.
Thank you."
Rather than addressing the problem or our concerns, I received the following unprofessional response the same day:

"From: customer-support@simplisafe.com Date: January 30, 2016 at 8:50:51 AM CST
 Subject: I'm tired of false alarms ...
Hello,
We apologize for the inconvenience that you are experiencing. Please understand we have many customers that need our assistance. Also, if you would like to cancel your subscription you'd need to call in to us. We can not go through with such an action with out your direct consent on the telephone. Thank you. 
If you have any other questions, please let us know.
Best,
Ishaya"
I assumed that someone would get back to me, but after hearing nothing more by February 1st, 2016, I sent the following email:
"Yes, I have questions. Read the email I sent to Customer Support on 1/28 highlighted in yellow below.
As far as your company’s advertising is concerned ... Your company makes a lot of great claims about your products, customer service, and “guarantees”, but you don’t even respond to customer concerns. Our water sensor has been malfunctioning for over two weeks ... 
This is the replacement sensor you sent us after the original failed (see your Dec 17, 2015 email). Why don’t you respond to our concerns? You are not doing your best as stated in your 100% SATISFACTION GUARANTEE.
If I am not contacted and this issue resolved NOT LATER THAN Wednesday, February 3rd, 2016, I am cancelling our monitoring and will request a full refund. We have had far too many problems with your “RISK FREE”, “SATISFACTION GUARANTEED” products in the short time we have been customers.
Thank you."
It is now Thursday, February 4th, 2016 and I have not been contacted by SimpliSafe, so I am following through with my promise ... I am cancelling our monitoring and SimpliSafe is losing a customer. I am also contacting the Massachusetts Attorney General and the Eastern Massachusetts, Maine, Rhode Island and Vermont Better Business Bureau (where SimplisSafe has 30 complaints on-file) to file complaints. Kim Komando and Dave Ramsey will also be contacted to let them know what I think of their SimpliSafe (endorsements) recommendations.

You can read my reviews of SimpliSafe on my blog: http://www.CombatCritic.com, Yelp, and the Eastern Massachusetts, Maine, Rhode Island and Vermont Better Business Bureau website.

UPDATE: After filing complaints with the Greater Boston BBB and Massachusetts Attorney General's Office, representatives from SimpliSafe finally contacted me with a solution. I was sent a replacement water sensor post haste and it, being the third such sensor we have tried, seems to be working so far. They also threw in 2 months ($49.98) of free monitoring for our troubles. 

Although better than nothing, this company has problems that need to be addressed before a life is lost due to their equipment malfunctions, poor customer service response, and delayed emergency center 911 support due to "lack of personnel".

CombatCritic Gives SimpliSafe 1 Bomb Out Of 10 and a spot on my " WALL OF SHAME"

One Bomb Equates To:

Read Reviews By CombatCritic:

Yelp - Elite '14/'15/'16

TripAdvisor - Top Contributor

Tabelog - Official Judge (Bronze)

Zomato - #1 Ranked Foodie

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Title: TravelTech: Faulty Products And Poor Customer Service ... SimpliSafe Or Simpli Crap?

Key Words: SimpliSafe. simpli, safe, simply, alarm, system, home, security, protection, Dave Ramsey, Kim Komando, Boston, CombatCritic, TravelValue, travel, value, product, review, Yelp, www.komando.com, www.daveramsey.com

Translation for Civilians: FUBAR = "Fucked Up Beyond All Repair"

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