@dubess2525 If you can't reach Simplisafe, or any other vendor for that matter in a timely matter, suggest you follow my standard game plan:
1. Attempt to call vendor to cancel subcription. (Fill in the blank for subscription to Sirrius Radio, Hulu, SS or anyother organization who either makes your life miserable on purpose or by not staffing properly.
2. Note date and time of your attempt to call, and hold for at least 5 minutes.
3. Repeat one more call
4. Send email requesting call back to cancel within 3 days
5. No reply, call your credit card company, explain above and dispute charge.
It works 100% of the time. Also note Simplisafe only cancels on monthly increments, so you have to notify them before end of June to stop charges for July or, whenever your bill cycles.
Now onto Johnny M and Simplisafe. We, at least I, thought this was all behind us. You sell more, you staff more. Not acceptable. You want live calls to cancel, provide pw etc, fine, but this is simply not acceptable. Suggest you hire a 3rd party call center resources company and handle this. Why ruin your reputation as a reputable company with this unacceptable backslide ?
Sorry Johnny, no excuses at this point. And yes, don't envy you for the job you have to do and the position SS has put you in.
I received an email from someone at SimpliSafe (first said his name was David but his signature was Joshua and he addressed my son, who is not the owner of this account - honestly, they can't even send a correct email), I asked them to cancel and they said, sorry you must call. I did file a complaint with my state's consumer protection and may even talk to a lawyer. Somehow, this doesn't seem legal - if you don't hold on the phone for 60 minutes plus you can't cancel?
It is Monday, the worst day to call for service, but I just called and was connected to Herman, a live human, within one minute. I wanted to suspend my service at one location. He was able to help me quickly and efficiently. Thanks SimpliSafe and Herman!
I'm moving to temporary quarters for a while. I want to suspend my monitoring service until I move into my permanent new quarters. They say the only way to suspend monitoring is to call customer service. I call customer service twice and both times I'm told my hold time may exceed 30 minutes. To me this is the same as saying you don't answer you phones at all. I guess I'll have to pull my credit card to stop being billed for nothing.
I absolutely will not make any excuses, Captain11! Though I can say that our operations team is already in gear to address the situation. Might take us a short while to get the call volumes wrangled, but I'm confident we'll get there soon.
crosstour,
I glanced over at your account to see if there's anything I could do in the meantime. But I'm glad to see that you were able to get hold of a representative earlier today already!
@Johnny M good to hear and thank you for reply. Metrics, done properly, will give you enough advance notice to avoid overflows like those now being experienced.
So... moving, do not need service at new address, says have to CALL to cancel service, three times calling, no answer after 10+ minutes... Why companies make it so difficult to cancel is why consumers abhor contracts!
So... moving, do not need service at new address, says have to CALL to cancel service, three times calling, no answer after 10+ minutes... Why companies make it so difficult to cancel is why consumers abhor contracts!
Have been trying to contact someone in the Customer Service Department to cancel my monitoring subscription for the past three days now and still no answer with a collective wait time of more than 70 minutes. I am so disappointed in SimpliSafe and even more so after I read the pathetic responses and excuses given by SimpliSafe employees as to why this seems to be a problem for so many customers. :-(
I will be moving soon and am on the fence as to whether I should leave my current Simplisafe system for the new owner of my home or take it with me. I would definitely use Simplisafe in the new home. Just wondering if it's worth the hassle of removing my doorbell, etc., which was kind of a pain to install (for me, not mechanically inclined and all).
How hard will it be for the new owner to hook up to my Simplisafe system and make it his/her own? Thanks in advance, and I'm grateful for the info regarding closing an account in this forum. In my new home (different state, different WiFi, etc,) I figure it would be easier to install a new Simplisafe...
@ aniranch, if you are leaving a SS2 system, then the answer for me would be easy...leave it and buy the SS3.
If SS3, a bit more complicated. Ideally, I would offer it to the new owner for X dollars and just buy a new one. If you don't or can't go that route, the doorbell really isn't that hard to technically uninstall and put back the doorbell button, especially if you still have it.
The transfer process isn't hard but you would have to talk to an agent, which appears a bit of a challenge as of late. Good luck, have a smooth, hassle free move and happy 4th of July.
I can offer personal experience in this case, because I did actually leave my system with a house that I sold. It can even be a great selling point for a house to have a security system already installed!
One of the last things that I did before I left the house was to leave behind a big book of all the manuals for all the appliances - including the SimpliSafe system (you can find
@sacolton we saw your other message. So sorry that you're having trouble! We do have TTY available. But we also get the conversation started through our Live Chat team. Please click the "Chat with us" bubble on the bottom right of this page, or any Help Center page. We'll take care of you!
I have had 17 months of fees for a monitoring service I thought I had cancelled (we had about a 7 months of service beginning in December of 2020). I have no idea how this happened since we unplugged our devices 17 months ago and I closed the card on file. I sent an email because there is no way to dispute this or cancel service on the website. I hope someone calls me back to give a refund and close my account.
So sorry to hear about this. Yes, for all customers, if you would like to cancel, we strongly urge you to give us a call at 800-548-9508 to cancel. We just need to verbally confirm your Safe Word passcode on a recorded line, and we can suspend your service immediately. Simply shutting down the equipment does not cancel service.
Looking into your account, it looks like your Community login isn't connected to your service account. So I'm unable to request a call on your behalf. But I suggest giving our Support team a call at the number above, and requesting a Supervisor, so we can take care of you.
captain11
Captain
•
6.1K Messages
3 years ago
1. Attempt to call vendor to cancel subcription. (Fill in the blank for subscription to Sirrius Radio, Hulu, SS or anyother organization who either makes your life miserable on purpose or by not staffing properly.
2. Note date and time of your attempt to call, and hold for at least 5 minutes.
3. Repeat one more call
4. Send email requesting call back to cancel within 3 days
5. No reply, call your credit card company, explain above and dispute charge.
It works 100% of the time. Also note Simplisafe only cancels on monthly increments, so you have to notify them before end of June to stop charges for July or, whenever your bill cycles.
Now onto Johnny M and Simplisafe. We, at least I, thought this was all behind us. You sell more, you staff more. Not acceptable. You want live calls to cancel, provide pw etc, fine, but this is simply not acceptable. Suggest you hire a 3rd party call center resources company and handle this. Why ruin your reputation as a reputable company with this unacceptable backslide ?
Sorry Johnny, no excuses at this point. And yes, don't envy you for the job you have to do and the position SS has put you in.
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crosstour
6 Messages
3 years ago
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captain11
Captain
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6.1K Messages
3 years ago
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davey_d
Community Admin
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5.7K Messages
3 years ago
I absolutely will not make any excuses, Captain11! Though I can say that our operations team is already in gear to address the situation. Might take us a short while to get the call volumes wrangled, but I'm confident we'll get there soon.
crosstour,
I glanced over at your account to see if there's anything I could do in the meantime. But I'm glad to see that you were able to get hold of a representative earlier today already!
(edited)
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captain11
Captain
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6.1K Messages
3 years ago
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davey_d
Community Admin
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5.7K Messages
3 years ago
dubess2525,
From your account, I see that got hold of our Support team at last. Again, apologies for the trouble it took to get there!
(edited)
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kwest3904
2 Messages
3 years ago
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kwest3904
2 Messages
3 years ago
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rroth66
1 Message
3 years ago
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aniranch
1 Message
3 years ago
How hard will it be for the new owner to hook up to my Simplisafe system and make it his/her own? Thanks in advance, and I'm grateful for the info regarding closing an account in this forum. In my new home (different state, different WiFi, etc,) I figure it would be easier to install a new Simplisafe...
Thoughts?
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captain11
Captain
•
6.1K Messages
3 years ago
If SS3, a bit more complicated. Ideally, I would offer it to the new owner for X dollars and just buy a new one. If you don't or can't go that route, the doorbell really isn't that hard to technically uninstall and put back the doorbell button, especially if you still have it.
The transfer process isn't hard but you would have to talk to an agent, which appears a bit of a challenge as of late. Good luck, have a smooth, hassle free move and happy 4th of July.
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0
davey_d
Community Admin
•
5.7K Messages
3 years ago
I can offer personal experience in this case, because I did actually leave my system with a house that I sold. It can even be a great selling point for a house to have a security system already installed!
One of the last things that I did before I left the house was to leave behind a big book of all the manuals for all the appliances - including the SimpliSafe system (you can find
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mtboody
1 Message
3 years ago
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sacolton
2 Messages
2 years ago
I no longer have SimpliSafe and need to cancel. They keep charging me even though the equipment is not connected.
Please help! I'm deaf and can't use phone and SimpliSafe doesn't have TTY.
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memerrifield
1 Message
2 years ago
I have had 17 months of fees for a monitoring service I thought I had cancelled (we had about a 7 months of service beginning in December of 2020). I have no idea how this happened since we unplugged our devices 17 months ago and I closed the card on file. I sent an email because there is no way to dispute this or cancel service on the website. I hope someone calls me back to give a refund and close my account.
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