Information and Alerts
Service Area
- AK
- AL
- AR
- AS
- AZ
- CA
- CO
- CT
- DC
- DE
- FL
- GA
- GU
- HI
- IA
- ID
- IL
- IN
- KS
- KY
- LA
- MA
- MD
- ME
- MI
- MN
- MO
- MS
- MT
- NC
- ND
- NE
- NH
- NJ
- NM
- NV
- NY
- OH
- OK
- OR
- PA
- PR
- RI
- SC
- SD
- TN
- TX
- UT
- VA
- VI
- VT
- WA
- WI
- WV
- WY
Important Information
This business is BBB Accredited.
BBB has determined that SimpliSafe, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business's products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business's product quality or competency in performing services.
Customer Complaint
BBB with the use of artificial intelligence, analyzed the complaints on 1/7/25
BBB shared the findings and recommendations with Simplisafe, Inc.
The findings appeared to show:
Equipment Issues: Customers frequently report problems with the reliability of SimpliSafe’s hardware, including sensors, cameras, and base stations.
Customer Service Challenges: A significant number of complaints mention poor customer service experiences, including:Long wait times to reach support.Inadequate issue resolution.
Billing and Cancellation Issues: Customers report problems with billing practices, including:Unexpected charges after service cancellation. Difficulty canceling subscriptions.Miscommunication about promotional offers
Installation and Setup Problems: Customers express frustration with the DIY setup process, reporting:Difficulty pairing devices,Incomplete instructions,Issues with system activation
SimpliSafe, Inc. on 04/02/2025 responded to BBB with:
SimpliSafe is heavily focused on our customer experience, and we’re always looking for ways to address customers' ever-evolving needs. That includes providing different channels to get support when and how they need it, such as through our live chat, where help is available 24/7. Overall, we’re proud of the support we provide our customers. Not only do we have an industry-leading Net Promoter Score, but SimpliSafe was also recently awarded for customer service excellence by USA Today and Newsweek. Whether digitally or over the phone, we’re committed to supporting and resolving customers’ needs.
With regard to our incentive programs, which were referenced in the trends, we’re aware that some customers experienced issues with the refer a friend program or in securing their gift card. Upon learning of these issues, we quickly worked with our internal teams and third party incentive provider to resolve those issues going forward and are committed to resolving any past individual issues brought to our attention. If customers encounter any other issues with the incentive program, we recommend contacting our customer support team, who can escalate and resolve the issue.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.