‎Customer Service is a Nightmare | SimpliSafe Support Home
 
SimpliSeattle's profile

2 Messages

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10 Points

Saturday, January 27th, 2024 6:20 PM

Customer Service is a Nightmare

I just spent an hour on hold talking to three different customer service reps.

What happened to SimpliSafe?

I had a notification in my app saying my payment was late when it wasn’t (the payment processed a couple of days ago). Nothing would make this notification go away.

I also,  walked around my home by accident in the Away mode for about an hour and the alarm never went off (I have three different sensors and apparently none were triggered).

So I decided  to cancel the monthly payment which was like pulling teeth.  Even though the payment just went through a couple of days ago, the rep told me AFTER I cancelled that I couldn’t get a refund for the month I’m not using the monitoring system. Then she said I might be able to get a refund but she needs to get it approved and a supervisor would call me back sometime to discuss refund. i told her I would prefer holding for the supervisor. I was then on hold for so long that she came back and said she would give me a refund but she might get in trouble (??). I told her I will continue holding for the supervisor.

This rep also told me that if I disconnect the monthly payment the system wouldn’t work.  Huh??? I thought the monthly payment was for the monitoring, not the alarm system. When I questioned her about this, she flippantly told me that I’ll see what she means when the renewal is cancelled. Seriously — who says this?

FINALLY after an hour I get a supervisor and she eventually refunds the amount, but only after a scolding saying that this is not usually how this works, or something to that effect.

What has happened to this company? 

Community Admin

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5.2K Messages

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70 Points

1 month ago

Hi @SimpliSeattle ,

I'm sincerely sorry to hear that you've had to go through all this trouble. It sounds like what happened is that we ran into unusual account issues, which is what led to the original problem you were calling in about. Perhaps that's what our supervisor was trying to get at.

But it also sounds like you were able to get to a resolution eventually. But if you still need assistance, I would be happy to set up a call with a senior agent so we can take care of you.

2 Messages

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10 Points

Thank you, Dave.  My issues were not resolved (I still have a false notification on my app, and I assume my sensors are still not working).

I would like for a knowledgeable, senior account rep to call me please.

Thank you.

Community Admin

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5.2K Messages

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70 Points

@SimpliSeattle​ that's definitely concerning. I read your original post again to double-check. You're right, even if your Monitoring Service was canceled, that would only disable the dispatch service, and some features of the SimpliSafe app (like SMS notifications, and camera recordings). But the alarm system itself should still be able to trigger a local alarm.

I've requested a call from a senior agent. We'll get to the bottom of this soon.

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