New System Solar Panels Not Working

@jhiggs001 First, I never purchased the solar panels, and although I know of at least 2 dozen people who have SS3 systems (I referred them and I am either related or friends of all of them) none have the panels. I wanted to state that so you know I don't have personal experience with the solar panels.

Been a customer since April 2012 and when I have experienced issues, or someone who I recommended did, SS always came through, eventually. Unfortunately, that last word is key, and is real life.

If you paid for SS's contractor to install your system, and they don't work as advertised, that's a SS responsibility. Period.

SS, this new customer deserves a prompt response, and, more importantly, corrective action.

Hey @jhiggs001 and good morning! First and foremost welcome to SimpliSafe and thank you for trusting us to keep your home secure. My name is Jordan I'm one of the Community Admins. I see you spoke with one of our reps, but you were left with a lot of questions and uncertainty which I do apologize about, but rest assured this is absolutely something that can be handled. 

I noticed you already have replacement Solar Panels on the way. All of OnTech's installations come with a warranty (0 cost to you) and in this case since something was installed that didn't work out of the box that would be something that would fall under that warranty because functionality is always supposed to be checked before they leave the job. 

I wanted to see if you've already reached back out to OnTech before I did anything as to not mess up any appointment you have already made. 

Hello SimpliSafe Community,

I am posting here because I have been unable to get my issue escalated through customer support and am now being denied a refund based on the 60-day return window, despite actively working with SimpliSafe and its approved technicians to make the system function.

I purchased a SimpliSafe outdoor camera system in October 30 2025. At the time of purchase, I clearly informed the sales representative that I do not have any exterior electrical outlets. I was told this would not be a problem because the cameras could be powered by solar panels. Based on that representation, I purchased the system and solar panels.

In SimpliSafe’s welcome email, I was provided a link to approved technicians to complete the installation, one of which was OnTech. I paid separately for installation services through OnTech, understanding they were acting as SimpliSafe’s approved technician.

Since installation began, OnTech technicians have been sent to my home at least three times. The system has never functioned properly. The initial technician installed the solar panel even though the battery was not fully charged and assured me that sunlight would maintain the charge. Instead, the battery steadily drained until the camera stopped working.

A subsequent technician advised that the front solar panel had been installed incorrectly and repositioned it. I was also told that the rear solar panel will never work because a neighboring home permanently blocks adequate sunlight.

I was then informed that the only way to make the system functional would be to run interior electrical wiring, which a subsequent technician confirmed would require drilling large holes from the outside of the home into the interior—work I was never advised of prior to purchase and would not have agreed to.

I am now being told that SimpliSafe will not issue a refund because more than 60 days have passed. However, the reason the 60-day period elapsed is because I was actively following SimpliSafe’s guidance, working with SimpliSafe’s approved technicians, and attempting in good faith to make the system function as represented. At no point was the system operational.

The product never worked as sold, and the delay was caused by repeated service visits, incorrect installation, and changing guidance—not inaction on my part.

I am requesting that this matter be escalated for review and that SimpliSafe process a full refund for the SimpliSafe system, including the cameras and solar panels purchased directly from SimpliSafe.

I am asking for assistance from a moderator or corporate representative who has the authority to review the full history and resolve this matter fairly.