Very Frustrated With SimpliSafe
This morning, an arsonist lit my car on fire. I initially thought someone was attempting to break into it, but I quickly saw them place something on the car and burn it. Soon after, an explosion happened (and woke the entire community). I attempted to let the individual know I saw them by first yelling out and then knocking on the entryway window (this was before the fire). After they lit the car on fire, they began to run. The local police department always asks for an accurate description, so I entered the duress PIN before opening the door as the police needed to arrive as fast as possible while I dialed 911. By the time PD arrived, 24 minutes had passed (this is on surveillance video). I now, unfortunately, lack confidence in the duress PIN. Additionally, when I checked my Timeline, it showed a normal disarm as opposed to duress (though this is my first time utilizing it, I do not know if the Timeline notes the difference in wording).
Even more disturbing is that my family and I (also SS customers) had just gone over the procedure as a reminder and to take note of the PINs as they are different. Monitoring told me they received the disarm as duress, and the dispatch took three seconds.
Either something went wrong on SimpliSafe's end, and the disarm was treated incorrectly, or my local police department decided to treat a car bombing as a non-priority at 1:35 AM (but rolled four squad SUVs).
I used both 911 and the duress PIN, but 911 asked many questions, and the call took a while to connect. Officers also told me they did not receive a dispatch call from SimpliSafe; they were responding to the 911 call. They had no idea what I was referring to when speaking of the alarm.
After over a decade with the company, this may be the straw that broke the camel's back. Imagine 24 minutes passing after a gun is pointed at your head and told to disarm the system, believing the duress PIN would not sound the Base Station's alarm (its reason) and law enforcement was well on their way. The situation did not go at all as I had ever imagined.
Also, I was transferred three times when attempting to confirm why this happened. If I remain with SS, what is the direct number to monitoring so I can place it in my contacts?