Complaints

This profile includes complaints for FrontPoint Security Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FrontPoint Security Solutions, LLC

  22650 Executive Dr Ste 119-122 Sterling, VA 20166-9591

  
• 

  FrontPoint Security Solutions, LLC

  1595 Spring Hill Rd Ste 700 Vienna, VA 22182-2216

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had FrontPoint security service for probably 6years with no contract. November 2024 fell on hard times could not afford and canceled service. They tried to charge me 4 more months as I had to shut down there access to my bank account and file a dispute. They have now turned a "passed due" amout of ****** into collections. This is so wrong. **************** is terrible. They can plainly see I haven't used the service since September 2024

  

  Business Response

  Date: 09/17/2025

  To Whom It May Concern,
  
  Frontpoint takes all complaints seriously and is always willing to review any customer situation to ensure we are providing the best service. After review we do wish to provide the following pertinent information:
  
  This customer did originally call us to discuss cancellation on February 7th 2025.  At the time they called in the account was past due for one month.  Our ***resentative did explain that in order to complete the cancellation the account would need to be current and a written 30 day notice would be required.  The customer acknowledged this but declined completing the cancel at that moment. 
  
  We did not hear back from the customer until March 3rd where they stated they completed this on the day they spoke with the previous *** though we were able to see that no payment had been made that day and the online portal to submit the written notice electronically had not been logged into.  We resent them the information and later that day sent them a password reset.  The following day they called again and stated they didn't know their username or password but they said they had to leave and would call us back.
  
  Following this we made are large number of contact attempts to resolve the account and it's past due balance that went unanswered.  The only time the customer picked up was on April 8th where they stated they were driving but would update the card later. They made no indication of wanting the account to be cancelled and didn't want to stay on the phone so no steps were taken in that regard.  No further contact was made with the customer and so the account was closed on 7/31/25 for passing 4 months of non payment.
  
  Frontpoint does stand by the balance owed as the cancellation was never completed as the account was not fully paid at any point cancellation was discussed.  Additionally, despite the claim of non use the system was functional up until cancellation.  Non-use alone does not waive the service fee as the service is still provided by way of being available to use and does still cost us money and resources to keep active.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 09/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23894791
  
  I am rejecting this response

  because: that is bogus date's and information.
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************************************* for years. Recently, in the month of June, they withdraw $400 on my card on file without any written explanation of why. I called them three times on this issue- asking why am I being charged this amount? Each time I got a different answer- its coming from your town, its a permit that your police department is charging and I forget the last crazy excuse. I told them I check in with my town and county and there was no such charge they were enforcing for having a security system in your house. I called frontpoint and told them that I was not going to pay this amount and had my bank dispute this charge for me. I also told the company at this point I no longer wanted to be a customer bc of this misconduct of my financial account. Since then- it has been nothing but crazy communication with this company. Trouble cancelling my account, I keep being told they are going to do it and then they tell me they can't I have to do it through a portal. I request the portal and then find out I'm locked out of my account so I can't cancel online. I have made many phone calls and can't believe this company is actually a valid company. I believe I've been paying for a service for many years that they probably haven't even been monitoring. This come is a scam!

  

  Business Response

  Date: 08/22/2025

  To Whom It May Concern,
  
  Frontpoint takes all complaints seriously and is always willing to review any customer situation to ensure we are providing the best service. After review we do wish to provide the following pertinent information:
  
  This customer's local jurisdiction did recently change their rules requiring an alarm permit which did come with a charge for registration. Whenever able we do fill out these permits for the customer to decrease the workload for the customer and avoid the additional fees or refusals to dispatch that can come from having an alarm with no permit.  In this individual case when applying the permit to the account, the amount for the charge was incorrectly entered and ran as $400 when it should have only been $100. Unfortunately this was compounded by the way the mistake occurred which made it look intentional to our frontline agents resulting in the customer being told it was correct.
  
  We deeply apologize for this mistake as it was entirely on Frontpoint's end.  It was already brought to a supervisor's attention on 8/15 who was able to have it looked into and the mistake was uncovered.  The customer did already reverse the payment and we followed by removing the additional balance from the account.  Further in accordance with the customer's request to cancel the account following the mistake we have waived the full amount that was actually owed and cancelled the customer's account with no further payments.  We have attempted to reach out to let the customer know of this and they have been provided direct contact information as well in case they have any further questions, concerns or requests.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department
  

• Initial Complaint

  Date:08/07/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a customer/subscriber to ******************** for 10 years and it was initially a quality provider with reasonably good equipment. As the equipment aged and became less reliable weve had several false alarms and many issues with faulty sensors. The garage door ***** and says it opened when it hasnt, or after changing batteries on door and window sensors the equipment would not work properly. I received a few pieces of new equipment after 9 years for which I signed a new 3 year contact. The issues have persisted and my kids have begged me not to set the alarm because it has scared them in the middle of the night. Im now stuck either paying over $600 to terminate the contract or I have to continue trying to make this system work. Very disappointed and will never ever use this company again. They were happy to take my money for 10 years and now hold me to a contract for replacing a few pieces of equipment that didnt fix the system. They have offered to send more equipment, but I simply want to end this relationship on the basis of their faulty equipment and the impact on the family.

  

  Business Response

  Date: 08/18/2025

  To Whom It May Concern,
  
  Frontpoint takes all complaints seriously and is always willing to review any customer situation to ensure we are providing the best service. After review we do wish to provide the following pertinent information:
  
  This customer renewed their contract with us in January of 2025 in exchange for free replacements to a handful of pieces of equipment that were having issues past their 3 year warranty ending.  The customer did speak with us later in January for help with the setup of the new equipment but after that we did not hear from the customer until August 2025 when they called to close their account. They told us that other older equipment had started having issues and they wanted their contract waived.  We did inform them that our contract does require that customers inform us of issues and allow us to attempt to fix them. We did offer a reduced early termination fee or additional free replacement equipment though the customer declined these offers and we were unable to waive the contract as this was the first time we were hearing about these new issues.
  
  Since receiving this complaint we did reach out to try and continue discussions with the customer and were able to come to an agreement on a reduced early termination fee.  This has been processed and finished for the customer.  This matter should now be closed but the customer has been provided with direct contact information should they have any further questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 08/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *********
  
  

• Initial Complaint

  Date:07/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently cancelled my subscription with Frontpoint, as I am unable to use this system. In addition to being a difficult process, Frontpoint advised that they are charging me for the entire month of August even though my wife submitted our cancellation on July 17. This additional charge was not prominently disclosed as part of the sales process or elsewhere on the site. The only reference I could find on the site concerning the charge is the statement, on the *** page that additional payments "may" be required, including the "final month's payment." What this does not make clear is that the final month's payment is actually the month *after* you cancel. I contacted Frontpoint and requested that they refuse this inadequately disclosed fee, and they refused to do so. This charge was not clearly disclosed, and I do not authorize the charge. It is further inappropriate to charge me for a service I have already advised the company I am unable to use. Accordingly, I am requesting that this fee be waived.

  

  Business Response

  Date: 07/22/2025

  To Whom It May Concern,
  
  Frontpoint's goal is to provide the best customer service and we are always willing to review any customer complaint to provide a reasonable resolution.  In reviewing this customer's account we found the following pertinent details:
  
  Frontpoint does require a 30 day notice for any cancellation as part of it's contract.  We do also value flexibility and are always willing to consider and adjustment to policies whenever a customer situation warrants it.  Normally when a customer dispute the 30 day notice, we would expect our representative to gather all the facts of the customer's situation and present the details to a supervisor for approval.  In this case we did find that the representative the customer spoke with did not follow these expectations and thus the customer was denied the opportunity to have their situation reviewed.  We do apologize for the inconvenience this caused.
  
  Upon receiving this complaint and reviewing the customer's situation we did decide to refund the final month's payment  for the customer.  We have let them know to which they expressed satisfaction and consider this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 07/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 2, 2024, I ordered a garage door sensor from Frontpoint. The item shipped via ***** with a delivery estimate of June 17. As of July 5, the package has not been ******************** claims they couldnt locate the address, which is false. ***** has delivered many packages to this same address before, including a previous order from Frontpoint.I contacted Frontpoint customer service three times asking for assistance. They told me ***** would contact me, but all I received was an automated no-reply email asking me for product details like weight and dimensions, which I obviously cant provide since I never received the ********** most recent interaction was with a Frontpoint agent named ******** on July 5. After explaining the situation and that this was my third time reaching out, he simply gave me the same tracking number (which I already had) and said:We are not ****** You may have to contact them.This was dismissive and unacceptable. Ive spent over a month waiting, and Frontpoint refuses to take responsibility as the seller.The garage door sensor itself may be a low-cost item, but it is part of my Frontpoint system, and its integration into the system is what gives it value. Without Frontpoint properly registering and activating the sensor, it cannot function.Resolution Requested:I am requesting that Frontpoint:Ship me a replacement garage door sensor,Refund me the full cost of the original sensor,Guarantee that the replacement sensor will be properly integrated into my Frontpoint security system at no additional charge.Frontpoint should take responsibility for ensuring that their products are delivered and functional, rather than deflecting blame onto ***** and leaving customers with no resolution.

  

  Business Response

  Date: 07/08/2025

  To Whom It May Concern,
  
  Frontpoint values the customer experience and will always review and investigate whenever a customer reports to us an experience that is not satisfactory.  In this case the following timeline was found:
  
  The customer reached out via chat on 7/1 as they had not received a garage door sensor they ordered on 6/13.  The ***** tracking information stated they were unable to locate the address. Normally, we would recommend that the customer reach out to ***** to have them reattempt delivery as ***** may request information about the address that the only the customer would be able to provide.  The customer indicated that this was the second time they reached out to us though it wasn't showing up in our records so the representative did offer to reach out to ***** on the customer's behalf.  This representative did initiate a email conversation so the customer could follow up with them directly.  After reaching out to ***** they said they would submit the attempt to redeliver the package.
  
  On 7/5 the representative did reach back out via chat again and this representative did advise the customer to call ***** themselves despite the customer stating they had already reached out to us multiple times and there still being an open ticket.  On 7/6 we learned from ***** that they were unable to attempt to redeliver the package so we did immediately ship another sensor to the customer.
  
  We do apologize for the inconvenience caused by the representative on 7/5 and understand the frustration it caused on top of the frustration caused by the package not being delivered.  At this point we are waiting to ensure the new package is delivered for the customer but the situation is otherwise resolved. 
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 07/08/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23559016
  
  I am rejecting this response because:
  
  1. Shifting Responsibility to the Customer and **************start="806" data-end="809"> Frontpoints response repeatedly emphasizes that I should have contacted ***** myself. But why is that my responsibility when I paid over $14 in shipping fees for a package weighing less than a poundand never received it? I did reach out to ****** I filled out an online form to state that I hadn't received the package, and they responded by asking me to provide the model and serial number of the item. How could I possibly provide those details when I never received the product in the first place?
  It was entirely reasonable for me to ask Frontpoint, the seller, to handle the delivery issue with the shipping provider they chose. This is a basic expectation for any business that values its customers. Pushing that burden back on me, despite me already having made an effort, is both dismissive and unacceptable.
  
  2. Internal Communication Failures and ***********************start="1672" data-end="1675"> According to the companys own timeline, one representative agreed to assist me and initiated contact with ********* to have another representative, in the same open case, turn around and tell me to handle it myself. This back-and-forth demonstrates a ******************** and ownership within the customer service team. It wasted my time and added to my frustration.
  
  3. Inadequate Apology, No Accountability, No *********************start="2119" data-end="2122"> Frontpoint acknowledges the misstep on 7/5 and apologizes for the inconvenience, but an apology without accountability or action is hollow. After weeks of delays and poor communication, I would expect more than a vague apology. There has been no offer of a refund on the excessive shipping fee, no form of compensation, and no assurance that similar issues wont happen again.
  
  This entire experience has left me seriously questioning whether Frontpoint still upholds the same customer-first values it once did. I did not expect to be treated like this, especially as a long-time customer. One small sensor has taken nearly a month, and instead of genuine support, Ive been met with deflection and bureaucracy.
  I urge you to take a second look at how this situation was handled. At the very least, I expect an acknowledgment of mishandling, a refund of the shipping fee, and a clear plan to prevent such issues in the future.
  
  
  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/09/2025

  I would like to update my complaint after reading Frontpoint's recent response, which, frankly, has made me even more upset than before.

  
  

  The representative stated that there was no record of my first communication with customer service. That is misleading. I did make one phone call to customer service regarding this issue at beginning. The fact that they chose not to check their call logsor perhaps do not retain call recordsis their internal shortcoming, not mine.

  Yet, instead of acknowledging that limitation, the representative used wording that subtly suggests I am being dishonest. That implication, whether intentional or not, is completely inappropriate and offensive.

  
  

  What frustrates me even more is the overall tone of the reply. The apology is immediately followed by a condescending statement that this case is now closed.

  That is not for them to decide, especially when I, the customer, am clearly dissatisfied.

  The entire message feels calculated, laced with passive-aggressive language and manipulative phrasing designed to appear polite while deflecting accountability. It is precisely this kind of dishonest, evasive communication that has destroyed my trust in Frontpoint.

  
  

  Because of this response, I have lost all confidence in the companys integrity and customer service values. I will be terminating all business with Frontpoint, and I would strongly caution others against doing business with a company that treats customers this way.

  
  

  

  Business Response

  Date: 08/18/2025

  Were sorry to hear about your experience and appreciate you bringing it to our attention. We understand the frustration caused by the delivery delay and the communication challenges along the way.While we worked with our carrier to resolve the delivery issue, we recognize that our follow-up could have been handled more consistently.
  As a goodwill gesture, we processed a refund of $16.34 for your shipping fee on August 14, 2025. This refund will appear on your original form of payment within 35 business days.
  Thank you for your past patronage your feedback will be used to reinforce our internal processes and help ensure smoother resolutions in the future.
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 08/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/06/25, I contacted Frontpoint regarding an equipment malfunction that resulted in a false alarm. I was taken thru various troubleshooting steps that only worked temporarily, resulting in me having to call back about the same exact issue on 06/27/25. On this date, I spoke with ******* who was extremely rude. He told me that he wasn't going to go in circles with me and hung up on me mid-sentence without addressing my issue. ********* attitude is indicative of the culture at Frontpoint, where they feel that they don't have to service their longtime customers but, instead, only focus on securing new business. I've been a customer of ******************** since ************************************************************************** bound to a contract when they themselves are not holding up their end of the agreement. Frontpoint needs to overhaul their entire ****************** and ******* should not be allowed to interact with customers EVER. He is rude, dismissive and arrogant.

  

  Business Response

  Date: 07/03/2025

  To Whom It May Concern,
  
  Frontpoint is dedicated to providing the best customer service and we are sorry to hear that the  customer had an interaction that they felt wasn't satisfactory.  We have reviewed the situation and can provide the following details:
  
  The customer called on 6/27 regarding an issue with their keypad. They did immediately ask to cancel the account and have us waive the contract term they were currently under. The representative did try to get them to understand our policy that we need to exhaust all troubleshooting to ensure that the issue cannot be resolve prior to waiving the contract.  The customer was not willing to discuss this option and remained firm on waiving the contract.  While the representative did do will in upholding our policy we did find that the representative did allow frustration to show and did not meet our standards for empathy.  We apologize for the subpar interaction and have initiated coaching with the representative to improve our support in the future.
  
  Additionally, on a following conversation we were able to come to an agreement and issued the replacement for the keypad which had not yet occurred.  They have also spoken with a supervisor about the situation and have direct contact information so we can gladly reevaluate should any issues reoccur after the current steps.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 07/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March I contacted Frontpoint Security to cancel my alarm service. I was sent a link to pay remaining invoice and cancel. The link froze after transacting payment. I called Frontpoint and spoke to ******* who gave me the steps for emailing a request and also emailed me that I would receive a $20 refund for the overpayment taken online when I tried to cancel via the link. Frontpoint continues to try to bill me every week. Last week on 06/9/2025 I called and the person on the phone acknowledged the error and said that ******* will call me Tuesday. I work full time. If he called, he did not leave a message and he did not reach out to me via email. This morning 06/17/2025 I tried calling again and was disconnected. I need the company, Frontpoint Security, to stop billing me, set me cancellation date to March 11, 2025 and refund my account $20

  

  Business Response

  Date: 06/23/2025

  To Whom It May Concern,
  
  Frontpoint's goal is to provide the best customer service and we are always willing to review any customer complaint to provide a reasonable resolution.  In reviewing this customer's account we found the following pertinent details:
  
  This customer did reach out to us in March to cancel their account.  They were sent a link to our online portal to pay their remaining balance but there was an error with the payment.  They called back in and were promised that we would correct the issue but this wasn't properly submitting and so did not occur.  This resulted in the account remaining open.  We do apologize for the inconvenience that this error caused the customer and can confirm that the account cancellation and balance have been corrected back to the date of their original call.  They have been provided with direct contact information should they have any other questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want to cancel my services with this company, and they are making it very difficult.

  

  Business Response

  Date: 05/22/2025

  To Whom It May Concern,
  
  Frontpoint's goal is to provide the best customer service and we are always willing to review any customer complaint to provide a reasonable resolution.  In reviewing this customer's account we found the following pertinent details:
  
  Our first conversation with the customer regarding cancellation was on May 9th.  At this time the payment that had been due on May 1st had not been made.  The customer was informed that the payment was required and wouldn't be waived since the due date was already passed.  The customer did claim that they had been calling us for about two weeks though our records did not indicate this.
  
  After receiving the complaint we further advised the customer we had no record of the supposed attempts but a simple screenshot or phone record showing that an attempt was made would suffice for us to gladly waive the past due.  The customer did refuse to provide any such evidence though should they change their mind they have direct contact information.  Outside of this we did complete the cancellation for the customer so no further balance will accrue beyond what is currently owed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 05/22/2025

  I have no problem paying the bill. I just don't want to give them a card number. All I asked was for them to email me a bill or send me a bill. And I will send them a check, they would not let me delete any of my account information out of their computers.And I didn't like that. My card expired and I was want them to cancel and pay them, but they won't let me delete my o card and they want me to add a new card. All I want to do is pay them off and be done.
  
   Complaint: 23306264
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/25/2025

  To Whom It May Concern,

  Frontpoint is a paper-free company so we only accept payment via card for one time payments.  We do not accept checks or send bills via the mail.  To further clarify, we do not need to save payment information to process the payment so we would not have any access to the customer's payment information beyond the one payment.  If the customer is actually willing to make the payment, they can give us a call at any time to do so.  Additionally, if they wish to prove their claim of having attempted to call the previous month they can still do so and would not owe this payment at all.

  Thanks,

  Frontpoint Security
  Voice of the Customer Department

  Customer Answer

  Date: 07/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23306264
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** *****
  
  It'It's only $24, but I'm not giving you my card number. I'm open to any other way to pay but you are not getting my card number.
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/29/2025

  My only issue is they will not let me delete my card info out of their system. I had to cancel the card. Just so they would stop charging me.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not using their services for over a year, I called and canceled my services. I spent over an hour on the phone with Frontpoint explaining why I was canceling for them to instruct me to cancel via their website that didn't work. I had to login to an account I have never and will never use. I was forced to update all my security settings and then after another hour on their website, when submitting my cancellation request, the "submit" button would not work. I tried then to contact their chat support on the website to cancel and they instructed me to call their ***** again. I did and they said I must cancel online. They did not care that the website does not work for me and refused to cancel my services. In my final attempt, I reported their bank drafts to my bank as fraudulent but somehow they have started debiting again. Frontpoint Security makes it intentionally hard for customers to cancel their services and should not be allowed to collect customer's bank details as they do so with the intention to trap and defraud customers. I am asking for a refund of all charges made since January 24, 2025, for this company to stop spam calling my cell and for them to cancel all of my services.

  

  Business Response

  Date: 03/20/2025

  To ******************************************** is ********************'s priority and we are always striving to provide the best service we can.  We have investigated this customer's complaint and can provide the following timeline and resolution:
  
  1/24/2025 11:37 AM -The customer called in to cancel their account. They were sent an email link to our online cancellation portal where they could submitted the required written notice to cancel.  There was no calls holding so as soon as they selected the cancellation option in the phone tree they were immediately connected to a representative.  The entire call including the phone tree lasted 6 minutes and 18 seconds.
  
  1/24/2025 11:53 AM -The customer reached out via online chat claiming the submit button on the link was not working.  As our chat agents don't have the ability to process cancellations they directed the customer to call back in so that we could verify what was going on and bypass the portal if needed.  The customer kept the chat open for 13 minutes and 20 seconds.
  
  This entire string of interaction took approximately 29 minutes in total.  There were no further contact attempts by phone for the customer so the account had been left open which they were aware of at the time.  As for the email screenshot they provided to the BBB, from the recipient list it can be seen that they sent their email to a no reply address and then put the ********************************** email address twice. The lack of comma between the two instances indicates that they were fed in consecutively as one entry which would explain why we did not receive this.
  
  After reviewing the account history ******************** has decided to honor the initial cancellation attempt even though due to the customer not following up to properly report the issue, we were unable to determine if the issue was due to a field not being filled out properly or a true technical issue. We have finalized the customer's cancellation and credited the balance for the months following the initial attempt. No further action or payment is required.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My system no longer works so I no long need the monitoring service there is nothing to monitor, so cancel the monthly service fee nothing works so how can you charge me a monthly fee. but they refuse to cancel the account I don't understand how you can still charge me for an non-existent service?how

  

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  This customer reached out to cancel their account the same day as filing this complaint on 3/6.  They had not logged in to our online customer portal since we made 2 factor authentication mandatory for customer ********************** so they were asked to set it up while accessing the online cancellation portal.  They raised objections to this and hung up during the cancellation process.  Frontpoint made no attempt or effort to prevent the customer from cancellation. They did login and complete the cancellation on their own later that day.  No further action is needed for the closure of their account.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************