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Community Admin

Community Admin

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469 Messages

Mon, Jan 31, 2022 8:00 PM

Investing In Our Future: Important Changes to Professional Monitoring Plans

Over the years, we at SimpliSafe have dedicated ourselves to providing you with best-in-class home security at fair and honest prices. This has been true even as the entire industry has experienced increased costs, where some competitors have doubled their pricing as a result.

With all of that in mind, we are raising our professional monitoring plan prices by $3/month. This price change is effective immediately for all new subscribers; existing Interactive customers will be notified via email about a month in advance of any changes to their billing. This is the first time in over 10 years we've raised our subscription prices. Doing so will allow us to continue investing in the future of home security, ensuring that you’ll have the best tools to keep your family safe for years to come, while keeping our monitoring prices among the lowest in the industry.

Thank you for choosing SimpliSafe to protect your home and family, and for being such an invaluable part of our community. We’re excited for what’s coming next, and we think you will be too.

For more details, you can visit our Help Center article here.

Advocate

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635 Messages

Il y a 6 m

I never like to see price increases for subscription services but know they will eventually come (at least it is not like my storage facility or Netflix, where it is yearly). I REALLY would like to see Unlimited Timeline retention with Standard Monitoring. Once again (and as stated in the announcement post), it still boggles my mind that a PAID customer would be limited to 7 days – the same as individuals who do not pay for monitoring. As satisfied with SimpliSafe as I am (and have been for eight years), that removal/limitation still irks me as I regularly utilize my Timeline's history. At least give that back along with this new price increase, even if the customers who desire it must explicitly request it.

Two more things:

  1. The link in the Help Center article that references the extended limited lifetime warranty for the duration of the subscription (See the Terms and Conditions for more information on your product protection warranty) can use a bit of work. Instead of linking to a list under the title of "Legal," it should relate directly to the specifics of the new warranty perk. Unfortunately, I have no idea of the details because I cannot find them.
  2. "Effective on Jan 31st…" insert forehead slap here. So you post the day the price hike goes into effect? Not good. In the future (which I hope does not come anytime soon), please notify customers further in advance (by many days/months) of the increase.

Again, the increase compared to service is not a big deal to me as SimpliSafe offers a lot, and I find it justifiable [at the moment]. But please, consider what I have presented in this comment – especially about returning the unlimited Timeline. As I stated previously, it is never wise to remove or limit features once customers become used to them.

(edited)

Community Admin

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2.9K Messages

Il y a 6 m

Hi shiherlis,

Thanks for the feedback. Just to clarify on that January 31st date, that's when we started rolling out the program. After all, not everyone has the same renewal date!

If you're a new customer, you'll get the new prices starting 1/31.

But if you're already subscribed to the Interactive Plan, you'll get an email notifying you of the change, and then you'll have about a month from then before your actual increase is applied.

If you're currently on the Standard Plan, the price increase won't impact you just yet. We'll have further info about that in the future.

And thanks for the bit about the Help Center article. We're working on updating that link, but the info you're looking for is item #44 in the Terms of Service.

(edited)

Captain

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4.6K Messages

And for all customers, unless Simplisafe has cancelled it (who knows since they really didn't officially announce the following) a customer can pre-pay 1 year of monitoring service and get two (2) months at no charge!  You can do the math but this represents a value/discount north of 54 bucks!!

Community Admin

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2.9K Messages

I'm afraid I'll have to correct you there, Captain. The Yearly Plan is the price of 11 months, so it would be 1 month free. Meaning that the Interactive Yearly Plan is now $307.89/yr.


But you might be thinking of the first month free that we make available for all Interactive customers. So your first year with a yearly plan would indeed get a discount of 2 months - saving $55.98!

1 Message

Granted, $3 is not much but I remember the early days of SimpliSafe and the marketing claims promising they wouldn't increase their prices. I would hope they'd grandfather in their loyal customers who have made their growth possible over the years. I kinda wish I hadn't bought that third system recently. 

Captain

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4.6K Messages

@davey_d​ I hereby stand corrected. Thanks for the fact checking. Still not a bad return for prepaying. Please ask marcom to advertise it properly on your website, and train agents to offer it. One of the best kept secrets in the company!

Community Admin

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2.9K Messages

@Neekus​ we do understand that any price change can be concerning in this time. But we hope you find that we're still providing great value and great service - which will get even better as we continue to invest!

Of course, we sincerely appreciate you choosing us to protect your three locations. I would strongly suggest reaching out to our Support team at 1-800-203-8013, so we can check on special offers available to you.

1 Message

Il y a 6 m

The least Simplisafe could do is extend the lifetime warranty to their loyal customers that have maintained a constant Professional Monitoring Plan on a gen 3 system.

Community Admin

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2.9K Messages

@doncross72​ Sounds like you might have heard about the great news already. Just so it's clear, the new benefit applies both to new and existing customers. If you're already on Interactive Monitoring, the Protection Plan for the lifetime of your service, AND a 10% discount on all additional equipment purchases, applies to you as well!

Captain

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4.6K Messages

This is all great news for for us customers that have the interactive plan.  Given the price and for what it provides it is the best value, in my opinion, in the home security industry.  I do have a question however does this lifetime warranty apply to products that have a limited product life?  For example smoke and Co sensors which I believe are good for 5 years.  If it does that would be unheard of in this or almost any other  product segment!

Community Admin

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2.9K Messages

Another great question, Captain. Per the Terms of Service, the current Protection Plan does not specify a limitation based on the product's lifespan. So yes, we'll replace your Smoke and CO Detectors as well! But I will clarify further if I hear differently in the future.

Captain

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4.6K Messages

@davey_d​ As my six smoke sensors and three Co sensors were purchased in 2018, this is indeed great news!

Community Admin

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2.9K Messages

Hi @captain11 , as promised, I have an update for you. The Protection Plan offered with Interactive Monitoring will cover replacements for life safety products with limited lives only during those products’ lifetime (5.5 years for Carbon Monoxide Detectors, 10 years for Smoke Detectors, from the date of manufacture as written on the device). After that time, you should replace them to ensure proper performance. We’re also updating our terms to ensure any subscriptions who upgrade to Interactive have full access to the Interactive Protection Plan.

 

Our Terms of Service here will provide any future information and updates.

2 Messages

Il y a 6 m

I think at this time a increase in premium is hard to understand. You say Doing so will allow us to continue investing in new products, features, and functionality to improve your experience and security. New products you are getting your investment back when customers buy your products. And to be honest how are you improving my security I currently have? Its as simple as if my sensors are tripped it alerts me there is really nothing to improve on there. I just dont like the idea of paying for your research and development that you are getting paid back when you sell your equipment. I can see charging more if you came out with better equipment that cost more to buy. But my equipment is already purchased. I have been happy with your product and service but I think 3 dollars is a little stingy in this time of day. I realize cost of stuff goes up I just dont see how my package I already purchased is costing you more other then to fund your R&D for something that works fine know. 

Community Admin

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2.9K Messages

@rgollar​ We understand where you're coming from. That's why we held on to the same pricing for over a decade. Unfortunately, we're under the same pressures that are affecting companies everywhere, with the cost of doing business continuing to rise.


With that said, we are determined to earn this increase, by continually improving your service in important ways. If you're on Interactive Monitoring, you're already covered under a lifetime protection plan, so you'll never have to worry about replacing equipment for as long as you're subscribed. That's on top of the 10% discount for all equipment - even for brand new devices coming in the future. And we'll continue to bring more value to your service in the future.

2 Messages

Thank you for replying and I get what your saying. 

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Il y a 6 m

I was struggling to find value in $24.99 and this price increase made me drop down to the $9.99 plan. The primary time our system is activated is in home mode when we are asleep and the alarm will still go off then and we can contact police if something is amiss. 

Someone is usually home, but in away mode we would often get false alerts. I think I have those mostly worked out, but I don’t really have confidence in it. If SimpliSafe were to call on a motion sensor alert I would not be able to confidently tell them nothing was happening at home without looking at the cameras myself. If I’m having to do that to avoid wasting the authorities time, I could just as easily check the cameras after getting a phone notification and call them myself. 

If SimpliSafe were to offer a plan for a few bucks more a month, maybe $2-3 more (so $12-13/mo) and have it be the self monitoring + panic button and duress code I’d probably be willing to move up a step to that plan. It would be nice in the event that someone forced entry while we were coming in ourselves or at night to be able to push a button and not deal with having to find the phone. 

I just couldn’t justify an extra $18 a month to have someone call me and tell me I may want to check out the videos of my cats chasing each other again. 

(edited)

Community Admin

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2.9K Messages

@baldar538​ Thanks for the feedback! I'm glad you were able to take advantage of one great feature that hasn't changed - the fact that ALL of our our plans remain contract-free, so your service can change with your needs.


Still, it doesn't feel right to me that you don't have full confidence in your system. I'd like to put you in touch with one of our Specialists, so we can make sure your Motion Sensors are working properly.

But I also wanted to point out another feature of Interactive Monitoring that can help with false alarms: Video Verification. When there's an alarm at your location, your system can send video of just that one event to our operators. So they can check if there really is an intruder, even when you're not available!

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6 Messages

There really isn't anything to talk to support about. Motion sensors were advertised as not being able to detect small animals. My cats were detected all of the time. I eventually set them all to secret alert because the cats were setting them off constantly.  After quite a bit of time of moving them and/or turning them upside down they seem to be working now. But I left them on secret alert just in case. Your team hasn't called me for months on them because I don't want them calling the police because our cats found a new angle to run across a room and trigger them. 

The only reason I even have the motion sensors is because your store has a line that says “Pro tip: Get one to protect rooms on the ground level with 3 or more windows. Skip getting entry sensors for these windows.”. I was a sucker and believed that at first. Then once it was implemented and I saw how home mode worked it was pretty obvious motion sensors couldn’t replace entry sensor no matter what the pro tip tried to claim. So, I got to make a second order with a bunch of entry sensors.

Am I 100% sure the cats won’t set them off again? No. Am I 100% sure someone wouldn’t be able to avoid them with their new locations and some being upside down? No. Can support do anything to fix this? No. 

But since we are on the subject of your product - lets start throwing everything out there. The app. Seriously? One login per account - so if I have someone watch my house for a week and want to give them access I need to give them my credentials. Or what if I wanted to share a bunch of videos with the police (which I had to do with my outside cameras in the past) - Either download them all, or give the police access to my entire account. Sweet. I want my kids to be able to see who is at the door when the doorbell rings. Oh, give them full access to everything also. 

Lets talk about those outdoor cameras. I haven't ordered yours even though I could replace what I have out there and save $10/mo. Why haven't I? Look at the reviews of yours. Also look at the feature set. Yes, they are cheaper than what I have, but mine have animal, person, vehicle smart detection and many other features. You are definitely the limited features on a budget option in that space.

But I begrudgingly dealt with that at $25/mo. Then it went up to $28 so I had to reevaluate. Lets look at your plans.

$10 - Monitor it myself. Get my smart alerts and check cat videos without a call before calling police. Base station is already in my bedroom so if something happens at night I could likely react faster than your team because I'd be right here. Supports 5 cameras which is all I have. 

What do I get for $18 more? A cellular connection - lets do some thinking on this. I live in a low threat area in the lowest 10 crime cities in my state. My internet connection and power are reliable. What are really the odds that someone will be breaking into my house during one of those small windows? Slim to none. You stretch out the other top 3 of 4 checkboxes into features, but they are all part of the same process (Fire/Medical/Guard dispatch, Police Dispatch and video verification could all be written into one line - but you are trying to make it look impressive). That leaves a discount on products I likely won't be buying and a warranty I don't want because if something broke it may justify me leaving. 

So - how often does the average house get broken into? How often are there false alerts? Someone in your business has those stats. The monitoring/alerting infrastructure is the same whether I'm monitoring or you are, so no changes there. That $18/mo goes towards paying people to be there to call. And most of your customers won't get a call, but I'd imagine those that do are usually false positives for some reason or other. I get you have to pay people, but I also know your people have already done this math (well, I'd hope anyways). That's $216 per customer per year that you most likely never have to do much for other than maintain some infrastructure. That's a nice chunk of change multiplied across your customer base.

How many of these customers could react just as fast, or faster with a self monitored plan? When my cats were setting it off, I had video verification on. Your people still called me, so I could check and see my cats run across the room. I love cat videos as much as the next guy, but I don't need to pay $18/mo for someone to tell me they exist. I could have watched the video myself and called the police faster than whatever was going on there. 

But now the big elephant in the room - you have the most expensive DIY security monthly fee outside of FrontPoint. I think they are really expensive and I wouldn't pay for it, but they do bring some features you do not like geofencing.

Ring is $20 a month - same as you plus better Alexa integration, ability to use the cellular for limited data uploads, and some internet security features with Eero. 

Cove is $25 a month - looks similar to you - lifetime warranty too - but they have communications through the voice panel in case of emergency. They also do their equipment perk as a $5/mo reward - The difference here is every few months you could essentially get a free sensor. On yours there will always be money out of pocket.

Kangaroo - definitely not as many features as you and hard to do apples to apples - but $8.25 month with interactive monitoring. They are able to pretty much supply what you are putting a $18 upcharge on for less than your self monitored plan (minus the camera amounts as they only support 3). Still probably a better deal for many of your customers than your current offerings.

Wyze - Again not all of the features, but they do supply 24/7 interactive monitoring for.... $4.99 mo.. A lot less than that $18 upcharge.

And - Abode - $20 month. Same features as you it looks like. Plus better smart home integration, camera backups over the backup cellular, unlimited cameras, and person detection.

So - you are the most expensive monthly option and when compared to the rest of your market you have nothing to justify that price with. Anyone who can do math knows that the average customer is not going to get $36 of value out of your two new added "features" (warranty and discount). Your app is lackluster, you don't have the feature set of other competitors but charge more, your "innovative" sensors could have their functionality duplicated by a teenager with an Arduino. You are really upping your price to play catch up to the rest of the field.

I'm down to self monitoring as my threat profile is FAR from needing to pay $18/mo from what you are adding there. I'd be an ex-customer, but I just bought into your system last fall and spent quite a bit of money ($800ish between the two orders since your Pro-Tip on the motion sensors was just to get me to buy more stuff). So, I'm sticking with it on self monitored until I feel that my sunk costs + whatever I get for this crud on eBay makes me feel like I'm not out too much. After that I'm off to one of your competitors who don't think so highly of themselves and have delusions of grandeur about their place in the world and the values of their "innovations" (aka catch ups).

(edited)

6 Messages

@baldar538​ We have one cat. She set off the motion detector in the basement a couple of weeks after we got the system, scaring us have to death. We turned the motion detector over and put it about 4’ off the floor and it’s been good since. We have one outside camera she set off twice today. At least it doesn’t set off the alarm. 

Monitoring is the bread and butter of alarm services: money for nothing (but no chicks for free). We left Xfinity as they were raising their monthly fee to $40. I think you’re right in switching to self-monitoring. We also live in a very safe area. Some of our neighbors don’t even lock their doors.

326 Messages

Il y a 6 m

You guys are an absolute riot.  Allow me to paraphrase your email.

We're great.  We make amazing products and win awards.  Various publications have given us praise.

Keeping this in mind, we are raising our subscription by three dollars so that we can continue to do what we as a company should be doing.  You know, innovations and things.  Things we would have done anyway, but now we have more money!

Please ignore the fact that we promised that we would never raise our rates.  At least we waited ten years to do it.  Sorry for the lie to get you to buy.  And we know you won't leave us because our competitors are all still more expensive.

Here's the thing.  Once a company goes back on its word and raises its rates once, they'll do it again and again.  You all are still much cheaper than most of the competition.  I wonder how long it will take you to close the gap.

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@usmaak​ Their competitors aren't more expensive, at least not anymore. The only one I could find with a higher monthly fee was FrontPoint and that was so high I don't know how they stay competitive. Maybe they offer some feature I'm not quite understanding.

Cove is $25, Ring is $20, Abode is $20, Kangaroo is $8.25, Wyze is $4.99. The higher end ones have at least the same functionality as Simplisafe. The cheaper ones do not, but may have just what some customers actually need. 

Outside of FrontPoint I couldn't find anyone priced higher in the DIY security space. The "professional" (ADT, Comcast, Vivent) ones cost more - but they also have a slightly different business model. In the, "We will provide a website with incorrect recommendations to help you build a system, you figure out placement and install it all, and we sit back and collect a fee just because we may need to make a call on your behalf" space - Simplisafe isn't really cheap.

326 Messages

@baldar538​ I read your well thought out response above and it has made me rethink this.  I came here a couple of years ago from ADT, who was charging me $62 per month.  I guess I was just too narrowly focused on that and how much I've saved by ditching them and coming over to SS.

And part may be that I have spent so much money on this system.  I have sensors everywhere.  Nobody likes realizing that perhaps a mistake was made.  I don't have cats like you do, but someday I will and considering that I have five motion sensors set up, that is a consideration.

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@usmaak​ ADTs offering that you had before is still going to be expensive. But with all the players in the DIY space they have a new offering called ADT Blue to compete in this market.

They are at $19.99+tax a month  - https://www.bluebyadt.com/monitoring-plans/

Besides the crazy $50/mo over at FrontPoint, I can't find anyone more expensive than Simplisafe in the DIY space. Being expensive is ok if you are providing features the others are not, but in this case it seems like the cheaper options are more feature rich. Simplisafe customers are getting nothing for the difference between them and the competitors other than lighter wallets.

326 Messages

@baldar538​ I priced out an ADT system to match what I have.  That doesn't include glass break sensors, temperature sensors, water sensors, or smoke detectors because ADT doesn't have those.  The price is $1,509.73.

I don't know at this point how much I have spent on sensors for SS.  I got some of them on sale and some came with my initial system, which was 50% off.

It's interesting to see that ADT jumped on the DIY bandwagon.  The monitoring for their installed system was ridiculously expensive.  I signed a three year contract and out of the deal, I got three door sensors, one glass break, two motion detectors and one window sensor.  They sold me on the whole motion detectors > window sensors thing.  That system was a joke.  I could walk into one of the rooms with the motion sensor, get something, and walk out without it going off.

I've always been interested in Ring because I have a Ring doorbell.

6 Messages

It looks like ADT has a combo floor and temp sensor. I didn’t notice the other two. I have one glassbreak sensor. It wasn’t necessary to do more than that as I only have one window that could set off a glassbreak sensor if it was hit. 

I also have Nest smoke and.CO detectors that I had before I bought SS. I liked the Nest ones better anyways. 

I know what I’ve spent on SimpliSafe gear. When I put a build close to what I have it was about double. But then I found ADT Blue does their discounts with promo codes. Entered the code HALFOFF and the gear was about the same price. The only thing different from what I currently have is one glassbreak sensor. 

Anyways, there are a lot of companies in this space or getting into it. Only one seems to be raising their prices. 

(edited)

Il y a 5 m

I've been a customer for less than a year so the "we didn't raise price in the last 10 years or whatever" doesn't mean anything to me.

What I see is that the monthly bill is going up from $24.99 to $27.99. 

For those that are a bit slow with Mathematics, it's not just $3: it's a A TWELVE PERCENT INCREASE. Aka highway robbery.

Maybe SimpliSafe thought nobody would notice?? 

This is frankly disgusting so I am now having to look at other options/companies that (maybe) will rip me off less violently. What a massive disappointment.


Note: This comment was created from a merged conversation originally titled How can you justify a 12% price raise??? If you say "inflation", you're full of s..t

Advocate

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635 Messages

Advocate

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635 Messages

My reply is showing as "Private."

*Sigh*

Advocate

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541 Messages

Really, its 3 dollars, thank your president for this ok, my company just went up as well and we went up 5 dollars a visit so there you go, its still better than any other company prices. Try adt, cpi, vivint, then tell me how that goes and we will sot here and wait.

@lance843​ - "Thank your president for this". Oh dear... I take it you're another Trumper who thinks price gouging under inflation pretense is Biden's fault... Let's not think about all the corporate deregulation that the GOP has created for decades, which allows corporations to do pretty much what they want. But yeah, it's Biden's fault...

Now, if you're happy being price-gouged, good for you! And what does your company have anything to do with this? Are you a multi-million dollar company that is a (the?) leader in the field of home security? Yeah, thought not.

Anyhoo, no need to respond to this message - not interested about arguing with a stranger on the internet.

Have a nice day.

5 Messages

Il y a 5 m

It is my hope with this 12% increase that there is more responsiveness to product enhancements and customization options.  For example, the ability to turn off triggering the camera for all sensor trips.  Being able to audibly announce from the base which sensor was tripped, etc. Does Simplisafe share their product roadmap anywhere?

Community Admin

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2.9K Messages

@masonfoley​ unfortunately no, we're not able to share a specific road map on upcoming features. But we are definitely listening.

Our Product Requests and Suggestions section on this Community is actively read by our engineering and dev teams. I encourage all of our users to interact there, so we can show them which ideas should be the highest priority!

9 Messages

Il y a 5 m

Hi,

Why can’t I fix this remotely. I also need to be able to do updates remotely. The old system let you do this why can’t I with the new system? No one is st that address to fix it.
I am totally frustrated with this as many others are also. Pass this on to tech support, engineering, management etc. 
Thank You

Community Admin

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2.9K Messages

@harold24915​ sorry about the inconvenience.

Not sure what you're referring to with that first part, but it sounds like your system is having issues that a Base Station Reset might fix. The most common issue like that would be with connectivity - so of course it would use the same connection that the reset command would need to go through, rendering it useless.

And on top of that, resetting the system is only part of the troubleshooting. We might need to move your Base Station or try other steps, which requires having someone at the location.

For a similar reason, Base Station updates in particular have always needed to be done in person. The update itself is sent to your Base Station remotely of course, but it requires that the user initiate on site. Updating does mean that your system would be offline and unable to trigger alarms for a short time, so it needs to be done when you're there.

1 Message

Il y a 5 m

        I am new to Simplisafe. I needed a system that I could install quickly by myself. I compared the other systems and decided to go with Simplisafe. I was originally going to get the $14.99 monitoring. I chose getting a small system even though I could use more pieces. Costco had a sale around the holidays on a system with a free camera and three months free interactive service which went for $24.99 a month. So far the system had been great. I get notified if the electric or WiFi goes out which is great to know even thought the system has the cellular. I like the app . I can always check to see if I forgot to set the alarm . Check in on the cat with the camera. I decided it was worth the extra money for app.

       Just to put it out there I have no motion sensors where the cat stays to avoid false alarms. The free video camera is not the greatest. If you needed it for identification they have to be close too it and it lost connectivity three times in the three months I have had the system but may have been due to cable/ WiFi outages .We will see how that goes in the future.

         As far as the price increase. Yes it bothers me. I have heard companies saying in the mid year that rate increases were coming in the beginning of 2022. No mention of this when I did my research on the different systems. Nothing on or in the box to say an increase was coming. In doing my research Simplisafe was highly recommend for a stable/unchanged price for their service. So I just come off my three free months, billing starts, and I get an email about the $3 price increase. I just retired so every penny counts. Even if they kept it for a year before raising  the price it would have made a difference. Lets hope the perks are worth it. After reading some of the replies it looks like it's time for the lawyers to rewrite the terms. I currently have a monitoring system at my house that I have paid $16.00 a month for since 1994. No rate increases.

Bobby

Captain

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4.6K Messages

@deforger​ First, welcome to the community.  I have been a customer for 10 years (this April 12th) and have recommended and placed many systems with friends, family, coworkers etc. The Simplicams (3) work fine as does the doorbell camera. My two outdoor cameras work okay but will be better once the software is improved   As far as the price increase, while not great, SS does allow you to prepay 1 year and get 1 month free. The math gets you to about 2.25 less per month, close to the old price.  If you are interested, call SS and ask. And yes, communication, at times, is not Simplisafe's greatest strength, but they are working on it.

Good luck, and welcome to retirement. It's great.

PS If you want feedback on how to handle the cameras and cats, post just that in another thread and get some feedback from other customers.  Also, you can call Support to get more suggestions.

(edited)

Community Admin

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2.9K Messages

@deforger​ thanks so much for your feedback. We understand, and we hope that as you continue to get to know your system, you'll find even more value in what we can do for you. You already know that Interactive Monitoring is our all-inclusive plan, so you get unlimited video recordings for all your cameras, smart home integrations (incl. Alexa and Google Home). But did you know that you also get a permanent discount on future equipment purchases? So if you wanted to expand your system with a couple more sensors, or try our more advanced Outdoor Camera, you can get 10% off. And that's on top of the Lifetime Warranty, so you won't have to worry about faulty equipment for as long as you have active service.

And I hear you on the matter of being cost-conscious - a lot of us are feeling the pinch these days! But one of the things that hasn't changed is our commitment to giving our customers more choice. If you haven't already, I strongly suggest giving our Support team a call at 800-548-9508. We'll be happy to offer some options.