Smart lock issues

I purchased my first (of two) SimpliSafe systems in January of 2021. Included the base, smart lock, video doorbell, one indoor camera and several door sensors. I purchased a second system for another home some months later. Both systems' smartlock has not been reliable. On several occasions I need to either lock or unlock the main door from the app and it does not connect to the base, giving me an error. I have been on the phone with support many times, and while they are readily available and helpful, I find that they have me uninstall and reinstall the smart lock or reset it multiple times. They even replaced the smart lock and it still fails. They told me they would ship the new one overnight and when it didn't arrive in 2 days they told me it was backordered and arrived a couple of months later. The base is approx 35 ft from the smartlock, unrestricted by walls. The door is steel, the base is on a wood cabinet and the floor is LVP. We check batteries, move the base closer, etc. They have credited me some months of service, which is appreciated, but doesn't help much if the system is unreliable. I have asked about returning the full system(s) for credit and they tell me it's not an option. I had another system in this house previously with no issues. Ever. I would not recommend this system to anyone at this point.