731 Messages
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?
Accepted Solution
emily_s
Community Admin
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3.1K Messages
1 year ago
@shiherlis, I'm very sorry to hear this. Because we need to review the logs and investigate deeper, I've requested a Specialist to give you a call. They will reach out to you soon.
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shiherlis
731 Messages
1 year ago
To follow up, I can confidently state that SimpliSafe was not the issue. In comparison, it was not easy to reach the very kind individual who called (I dialed considerable numbers, and not one gave the option to input their extension - something to look into). However, everyone I spoke to (everyone) was compassionate and patient and did their best to help. In addition, the Operations Specialist, Scott, emailed me and followed up speedily to ensure everything was okay (that was priority number one above all else), and then went into great detail about the actions taken. Due to the specificity of the information given down to the precise procedure and timing, I can presume (with confidence) SimpliSafe did its job. SimpliSafe did everything as it was supposed to occur.
If you happen to read this, Scott, thank you so much for caring. Without going into too much detail, it made my day better. Your genuineness and kindness were greatly appreciated at a horrific time. SimpliSafe, you have quite an employee in Scott, and I would retain, promote, and keep Scott at all costs. It eased my worries, restored my confidence in your company and my system, and because of it, I shall remain a customer. The actions I encountered made me feel like family and not merely a consumer.
While I thankfully do not have to contact SimpliSafe much, yesterday's actions reassured my trust. Thank you, @emily_s, and thank you, Scott. You have a sincere heart and understanding I only wish more had in this world. And while you reiterated you were not looking for praise, I hope you receive it and much more. Thank you x 1000.
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hazekomp
1 Message
1 year ago
perhaps you can reword the title now?
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