SimpliSafe, Inc.

Hi [redacted] -- Thanks for responding!  As discussed with our customer service supervisor your keychain was shipped out as requested.  It looks like the part was delivered today [redacted].Please let us know if there's anything we can ever do in the future!

Hi [redacted] -- Thanks again for bearing with us while we resent your check to the correct address.  We're showing that our third attempt, Check #3215 for $348.55, was received and has been deposited.

Hi -- Thank you for posting your complaint to let us know!  [redacted] from our call center confirmed today that we were able to work together to get a return label sent for the unused sensors and will be refunding once received back to our warehouse.Let us know if there's anything more we can do to...

help in the future!

Hi [redacted],  Thanks for reaching out through the Revdex.com! At this point we've had a Tech Manager leave a message on the primary number listed on your account. The Tech Manager has left their direct line on your voicemail and will continue attempting to reach out to you. We...

hope to get in touch with you soon, but in case we don't, please don't hesitate to leave a message on our support line at 1-[redacted], with a more convenient number to reach you at! We look forward to hearing from you and address your concerns as soon as possible! Sincerely, SimpliSafe Customer Support

Hi,Thank you for reaching out through the Revdex.com. We attempted to give you a call to see if we could help you with your system, but unfortunately we were not able to reach you. If you still require assistance, please let us know!Sincerely,SimpliSafe Customer Support

Hi [redacted] -- Thank you for posting your complaint to let us know!  It looks like we did receive your return and issue the refund, so you should be all set.  Please do let us know if there's anything we can do to help in the future!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not...

satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please open complaint #[redacted].  Simpli Safe agreed to refund my money of $505 since I contacted Revdex.com. However, I feel since case is showing closed they never sent me the money.  I called 2x last week to see where is the check.  They said one was sent and I asked when.  They could not provide answer.  I asked them if they have a check number and they could not answer.  I never received a check or cashed any check.  Please help!! 
Regards,
[redacted]

Thanks for reaching out [redacted], In addressing your recent inquiry through the Revdex.com, a member of our support team has managed to get in touch with you to issue a return label. According to [redacted], the package will arrive at our fulfillment center by October 13th, 2017 where we...

will begin processing your return. I hope this resolution was satisfactory and we appreciate your patience on this matter. If there is anything else we can assist you with, please don't hesitate to reach out. Sincerely, SimpliSafe Customer Support

Hi [redacted],  We're glad you reached out through the Revdex.com! Regarding your recent inquiry, we're also glad to see our supervisors managed to assist you in crediting a month of service to each of your active plans and sending a Broadband Adapter to resolve your connection issue. If...

there's anything else we can assist you with, please don't hesitate to reach out! Sincerely, SimpliSafe Customer Support

Hi [redacted] -- Thanks for following up!The product we use for hanging is a common household product.  With each shipment we include directions for use in the pouch that houses your additional adhesive strips.  Included with your extra strips is a manual from the manufacturer similar to: [redacted]fAlso, in our owner's manual, we include instructions for removing your sensors: [redacted] (see page 19)Following either of those guides will help you remove the adhesive strips as quickly and safely as possible.As we stated before, we are not going to send you money for your wall, but we're more than happy to issue your refund.  Please send the equipment back as soon as possible to expedite that refund!

Hi [redacted],Thanks for following up.  We've been trying to get in touch with you to check in on this, but haven't yet been able.  We have verified that the part is returned and you do not owe anything for the return.  Please reach back out to us if there is any confusion on this point or if there's anything we can do to help in the future!

Hi, Thanks for reaching out through the Revdex.com.  I'm glad that we were able to reach out to you to address your concerns about your Keychain Remote. Our Tech Manager was able to take care of a return for one of your Keychain Remotes, and you should receive the mailing...

labels very soon. if you need any further assistance, please don't hesitate to reach out to our Tech Manager, for whom you now have direct contact information. And let us know if you need anything else.Sincerely,SimpliSafe Customer Support

Revdex.com:
I...

have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi [redacted],Thank you for taking the time again to response -- the reason we've been trying to get in touch with you is to explain that we have been receiving your signals; you're right in that it has been through the cellular provider, and not through the back-up, but that is expected.  We've attached here the history of your events from September of 2013.  You can also confirm the previous year's events on your account online.As you know, if we ever detect that your alarm did not send to us a signal for a week, we will e-mail you to make sure you're aware.  We've sent you these notifications in the past and you've responded to them which lead to working with our customer service team to try and help get a more consistent connection.We are still willing to offer a full refund for your alarm equipment if you would like to return it so that you can find an alarm company that works better for what you need.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
[I don't think you should hold my money for such long time if you don't have intention to ship it to me at all]
Regards,
[redacted]

Hi [redacted],Thank you for posting your complaint -- we've reached out a few times to try and resolve the problem, and to explain exactly what we see on our end, but unfortunately haven't been able to come to an agreement.On your online account there are signals through the cellular connection posting...

regularly since activating your service in 2012.  In 2012 you did let us know that intermittently the system would warn you that it lost the connection, due to the spotty cellular coverage at your home in Vermont, so we sent a broadband adapter to you that would try to use your home's internet connection as a backup.  As you've noted we have not received any signals from that backup, though we have been receiving signals from the primary cellular connection.Until 2014, our customer service team spoke with you once in 2013 where we replaced your batteries.  As you had been using the service during that time, and signals had been posting to your account, we are under the impression that everything was working during that period of time until your call to our customer service team.  In 2014 we replaced the power adapter on your Base Station in the summer (there are phone calls in May and July that line up with this replacement).Until July of 2016 our customer service team did not hear from you to let us know that you were having trouble with the connection; signals continued to come in through your account each week throughout that time as well.  In July 2016, when you get us know that you were having trouble, we sent to you a brand new, version 2, system to use to see if that would improve the connection.Throughout your tenure as a customer you were free to cancel your service if it wasn't exactly what you wanted, and we've also offered to honor a full return for the equipment that was purchased four years ago which is well outside of the return period typically offered. We are still willing to honor that full refund for the equipment if you would like to return it. We are not willing, however, to send you a refund for the four years of service that you have used to date.  Again, the service is offered on a no long-term commitment basis and you were free to end your service, and stop paying for it, at any time if it wasn't working exactly what you wanted.

Hi [redacted] -- Thank you for posting your complaint to let us know.  Your returned equipment was processed on the 1st of February and request for refund initiated on that date.  As it is a non-standard refund as manual as as such takes longer to process, but we can confirm that Check # [redacted]...

in the amount of 324.85 has been issued and should arrive to your home at [redacted] within the next 5-7 business days.Thank you for your patience as we worked this issue through and please let us know if you need anything more from us in the future!

Revdex.com:
I have reviewed the response submitted by the business.  While their response satisfies some of my issues and/or concerns in reference to complaint #[redacted], I hope that SimpliSafe will take seriously my and many others' complaints about the general quality of customer service.  Customers shouldn't have to reach out to the Revdex.com in order to get a response from the company.  Customers shouldn't have to wait ten minutes to speak with a representative during normal business hours.  And customers should be granted the opportunity to speak with a manager if they ask to do so.  It is regrettable that I had to spend hours on the phone trying to address basic issues with the equipment.   I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi,Thanks for reaching out through the Revdex.com. One of our Tech Managers attempted to give you a call on 1/24 to see if we could work with you to build a package deal. But we were not able to reach you. If you still require assistance, please don't hesitate to let us...

know.Sincerely,SimpliSafe Customer Support