5 Messages
FTC Needs Complaints Against Simplisafe
We have been using SimpliSafe seamlessly for over five years, but recently, we've run into some problems. The keypad fails to connect to the internet, and my Android 11 app won't load, forcing me to use the website, which mirrors the app's features. Like my husband's functioning Android 11 app, everything is locked except the Dashboard, Timeline, and Camera. Moreover, the system no longer recognizes our PIN, a problem that started after an agent recorded our Base Station SN. The cameras frequently disconnect as well. Since removing our outdoor camera, I cannot reinstall it because of the PIN issue. We also use three cameras from another brand whose app has no locked features, requires no subscription—unlike SimpliSafe, which sends daily reminders through the app and keypad—and allows viewing all cameras at once without the SimpliSafe stick figure. The app should ideally work fully without a keypad. Our bed is also app-operated, not remote-controlled. SimpliSafe appears to push for ongoing purchases of extenders, keypads, and replacements, causing a cycle of consumer frustration and expense.
captain11
Captain
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6.1K Messages
7 days ago
@mariabasham1967 "FTC needs complaints,,,,,?" because you are having technical issues? Using that logic, imo, is like saying FTC needs complaints about MS and about every other company that exists. Have you called back to escalate your issues to a supervisor or tech specialist? I chatted earlier this week with chat support to ask the agent if he or she could take down personal information someone had posted (for security reasons) and they replied "Sorry you can't get into your account, let's get your pw reset....." Immediately asked for a supervisor that could actually read what I typed and got it addressed.
Suggest you call and right off the bat ask for a manager or specialist to call you back at a mutually agreeable time.
Just wanted to add I have a 42 piece SS3 system with 6 cameras. As of now working fine, but there have been bumps along the way over the past 10+ years. SS, in the vast majority of issues, has come through but a few times escalation was definitely necessary...like when an agent told me to remove the display cover off a keypad, which of course, cannot be done.
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emily_s
Community Admin
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3.3K Messages
7 days ago
Hi @mariabasham1967,
I apologize to hear about all of this trouble. I've escalated all of your case details to our Specialist team so they can take a deeper look into your account. A senior specialist will reach out to you soon to make sure that you are taken care of, so keep an ear out for their call.
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