When SimpliSafe customer service fails

Here's How to Make the SimpliSafe Corporate Office Listen

A legal option that can get SimpliSafe to listen — and get you compensated.

Trying to fight a company as large as this can leave you feeling like David versus Goliath.When companies don't play fair, FairShake helps level the playing field.

This is especially true when SimpliSafe fails to keep their end of the bargain. In many cases SimpliSafe might make a mistake that costs you money but if you are under contract with them or you rely on their services to keep you safe, if you don’t pay the bill, even if it was wrong, they will simply cut off your service and you can’t afford that, both literally and figuratively.

Phone calls with employees who don’t have the power to fix anything or a waste of your time just the same as emails that send you in circles are a waste of your time. In many cases those emails generate nothing but automated responses and if you’re lucky enough to get a real person on the other end, they still don’t have the power to do anything. Requests to speak with someone at the corporate level who does have that power often go ignored or simply take too long.

Or, they might tell you that they’re going to fix the problem but they never follow through so you have to start the whole process all over again.

So what can you do other than feel like someone who is completely taken advantage of?

Use Arbitration to Settle Your Complaint Against SimpliSafe

Doing business with big companies like SimpliSafe can leave you feeling powerless. After all you’re just one person for a company that likely has offices across the country. SimpliSafe includes an arbitration clauses in their contract which prevent you from taking them to court if something goes wrong or if a mistake is made. But limited choices in terms of security services force many of us to do business with companies we already know have very low customer service standards and are difficult to reach when something goes wrong.

Arbitration helps you to get a satisfactory solution for your complaint against SimpliSafe without having to sue them. When you request arbitration, SimpliSafe ends up doing a lot of work and they don’t have control of the situation anymore. That control gets put in the hands of a neutral and impartial independent arbitrator. The arbitrator is someone who is familiar with the type of situation involved, someone who is impartial and will look at the facts presented by both sides. In the end, it’s the arbitrator who makes a binding decision.

Arbitration is Just, Fair, Reasonable, and Transparent

Arbitrations handled by the American Arbitration Association® is an option which complies with the Statement of Principles of the Consumer Due Process Protocol, which means:

  • The process needs to be fundamentally fair for everyone involved. That means you. That also means everyone should have a fair appointment of an impartial, competent, and qualified arbitrator who conducts fair hearings.
  • A reasonable standard is applied to the process which means you all get access to all of the pertinent information, they have to schedule a good time for the hearing, pick a good location, and provide it at an affordable cost.
  • The transparency standard means the arbitration agreements have to be clear, easy to understand, and include all the necessary information and provide you and the other party with the ability to hire representation.
  • An alternative to arbitration, which takes the form of small claims court and, in some cases, mediation, has to be available to you, if you choose it.
  • The process should be just, fair, and allow the arbitrator to award you the same outcome you could get in the courtroom, an award which is a legally binding decision.

Arbitration Gives You Leverage Against SimpliSafe

Upon notifying SimpliSafe that you are considering arbitration and you will be pursuing that route, the corporate office becomes aware of the fact that they might have to pay more out-of-pocket than they were expecting. Not only will they have to potentially pay to compensate you for the problem but they might have to pay for the cost of the arbitration process. At this stage many corporate offices are much more willing to listen and much more willing to meet reasonable demands.

Of course, there are some sticklers here and there. If they aren’t yet willing to meet your demands,  you still have reasonable, transparent, and fair hearing options without having to spend any money. Our FairShake process will help you file for arbitration. It won’t cost you anything unless you win.

Leverage Leads to Faster Settlements with SimpliSafe

When you do this you take away any power that SimpliSafe had. Starting the arbitration process removes the advantage SimpliSafe had because you were both on equal footing with a neutral arbitrator who views both sides of the issue without any bias. The first step to give you the leverage you need to solve your complaint is to formally raise your issue with SimpliSafe.

At FairShake we help you do this. We send a demand letter to the SimpliSafe corporate office to start the process of resolving your case before you file arbitration. We give them a time frame during which two offer a resolution to your problem, which is usually 30 days. However, your contract with SimpliSafe might specify that the timeframe has to be shorter or longer than this.

Many cases are resolved at this point because SimpliSafe headquarters makes an acceptable settlement offer. But if they don’t, the next step is to file your case with the American Arbitration Association. FairShake will put together all the official arbitration paperwork for you and guide you through the next steps.

Do I need an attorney?

If your case ends up going to arbitration, you have to decide whether you want an attorney. You don’t have to have one, but in some cases it might be better for you. There are many common complaints that people have against this company which fall under very specific laws. If yours is one of those complaints, it’s much easier to get higher levels of compensation without any help. In legal terms, if you don’t have an attorney with you that means you are bringing your claim “pro se”. If you decide that you want to go forward without an attorney, check out some information from The American Arbitration Association’s Pro Se Case Administration Team.

However, if the situation is a bit more complicated and involves something like illegal debt collection tactics or robocalls, something that violates federal law, it might be in your best interest to have an attorney there to help you maximize the potential value of your claim.

What can I do next?

Begin by telling us your issue with SimpliSafe. With FairShake, we take away the frustration of working with a big security provider and help you get a solution. We offer a 100% satisfaction guarantee. You don’t owe us a penny if you aren’t 100% satisfied with our service.

What's your complaint?

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