294 Washington Street, Floor 9
Boston, MA 02108
Phone: (888) 957-4675
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,
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
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"
"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:
firstname.lastname@example.org / 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.
"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.
"From: email@example.com Date: January 30, 2016 at 8:50:51 AM CST
Subject: I'm tired of false alarms ...
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.
"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.
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".
Title: TravelTech: Faulty Products And Poor Customer Service ... SimpliSafe Or Simpli Crap?
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