House Fire and SimpliSafe promise

In November 2022 and at 1:30am we suffered a major housefire due to an exploding Lithium Ion battery (aftermarket from Amazon) in our plug in Dyson Vacuum (which was always plugged in!). We were not at home and while we had smoke detectors in the house they were not "wired" to a monitoring station. We did, however, have SimpliSafe motion detectors and as the smoke drifted in front of a motion detector it set off the alarm to the monitoring center. SimpliSafe called us but we did not have our phones and then they called the police (thinking a break in). The police came and then called the fire department. While our house did not burn completely down, we lost alot of our possessions (including most of our SimpliSafe system which melted) but we had a shell of a house that we were able to gut and rebuild. Almost 2 years later we are back in the house. If not for SimpliSafe, the house would have burnt to the ground and we would have lost everything.

When I called in to cancel my SimpliSafe service I was told that when we moved back in, all of our equipment would be replaced, free of charge. When I recently called in, I was told that my warranty had expired but I could buy a new system for 50% off. When I tried to explain the details and then asked to speak with a supervisor, I was told by the agent that the supervisor would just tell me the same thing. 

I finally reached another account agent (Miranda) who was awesome. In the end, through various discounts we effectively have a replaced system, as promised. It took a while to get there which was frustrating, but Miranda was a shining star. 

As an aside.....if you have ANY Lithium Ion batteries in your home (stick vacuums, ebike, power tools, hoverboard, etc) unplug them NOW and only charge them when needed. These things are super dangerous and there have been many instances of "thermal runaway" when the batter doesn't know when to shut off and as long as it's plugged in, it will continue heating and charging until it explodes. When it explodes, the fire will spread very quickly and burn very hot.