Customer ReviewsforFrontPoint Security Solutions, LLC

Not releasing me from contract even though core equipment (smoke and heat sensor) replacement not available. Expecting me to buy out the contract at 80%! False alarms, no alarms etc. After equipment failure.

To Whom It May Concern,

Frontpoint takes all customer complaints seriously and is always willing to review any complaint to ensure it is properly resolved for the customer.  In this case we found the following pertinent information:

This customer did need to replace one of their smoke detectors as of the end of January and was informed that we were out of stock.  We do understand the frustration of the product being out of stock and appreciate patience as we work to refill the stock as soon as possible.

The customer did then call and request to speak to a supervisor one week later in order to try and be let out of their contract.  Despite the smoke detector being out of warranty and not part of their contract with us that was signed in July 2023 we did offer to reduce their contract termination from 80% to 60% of the remaining months.  They did decline the reduction in their contract but the offer stands should they change their mind.

Thanks,
Frontpoint Security
Voice of the Customer Department

Every single complaint you will read on this page, and there are 175 of them, also applies to our experience with this horrible company. Look at the Customer Review Rating over on the right, 1.1 stars. Your equipment will break and become obsolete. The company will not even monitor your home. They won't call you if someone breaks in or if you have a fire. When you remove their equipment and toss it in the garbage they won't even know. When you think you canceled services they will continue to bill you without telling you they are doing it. Then when you finally confirm the cancel they will demand next month's payment before canceling it. It's unbelievable. Save yourself the frustration and run far, far away from this company.

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:

Frontpoint's technical support is available 7 days a week from 8am-11pm EST on the weekdays and 10am-7pm on the weekdays.  While we understand the desire to have a technical issue that occurs late at night resolved immediately, our hours are based on the number of calls that we receive at different times of the day.  With the extremely low number of customers that call in after our existing hours it is not reasonable for us to spend the resources that would be required to keep our technical support staffed overnight.

As for the cancellation, it was verified that our representative did not respond to the email from the customer on 1/3/24 where they claimed they been promised they wouldn't have to pay for December.  It has since been verified that this was not promised by any Frontpoint representative.  However, when receiving the further communication from them on 1/19/23 we did decide to waive the balance anyways as a courtesy for the previous missed communication.  The account was fully closed and no money was required from the customer.

As the situation was resolved according to the request of the complaint, we have attempted to reach out to verify that there wasn't any further needs for the customer.  However, they have not responded to us.  Frontpoint considers this matter closed.

Thanks,
Frontpoint Security
Voice of the Customer Department

To Whom It May Concern,

The reviews #409290/409226 are for the same customer and a single situation.  We are dedicated to providing quality service and wish to provide the following details for this customer's situation:

This customer decided to stop using their service with us in 2021.  We have spoken with them prior to them writing this review and confirmed that they never made any attempt to reach out to us or cancel the account in any fashion.  When they called us for the first time in January we did offer to waive the normal final months payment.  Their dissatisfaction came from them wanting us to waive the payments for previous months which was not reasonable as they made no effort to notify us of any desire to close the account.

As to any other claims they imply, there were no technical issues with the system at any point and there are notifications sent out at the time of the system being unplugged.  Additionally we did attempt to reach out via phone to notify the customer of system upgrades and sent notification of new system features, all of which would indicate that the account was still active.

Thanks,
Frontpoint Security
Voice of the Customer Department

I have been a monthly paying customer for several years. The company has a supply chain issue and cannot supply me with a replacement smoke alarm: After many efforts and too many calls, I was able to connect with a customer service person to explain to me why I am getting a 'tamper' warning on my alarm. First they told me to buy new batteries. More time, new batteries, no change. Then I was told I need to replace it. The alarm I have is not eligible for free replacements, no problem, I will pay but, the company cannot get inventory to replace it. Its been over 4 months. They have shifted the date back and didn't even notify me that it would take at least 2 more months. How can an alarm company not have any alarms!? There is very little service supporting this DIY company. There are several competing companies with better technology and better customer reviews.

To Whom It May Concern,

Frontpoint values customer feedback and is always dedicated to providing the best service.  We do understand the frustration the customer feels with our smoke detectors currently being out of stock.  We do apologize for the inconvenience caused while we work as fast as we can to get more in stock for our customers.  This customer, amongst others that are waiting, will be notified as soon as the smoke detectors are available again.

Thanks,
Frontpoint Security
Voice of the Customer Department

Cancelled my service a month ago and began to get calls for a late payment. Apparently there cancellation process does not work and it didn't go through. Called again and was billed an additional $50 before I could cancel. I would definitely try another security company.

To Whom It May Concern,

Frontpoint takes all customer complaints seriously and is always willing to review any complaint to ensure it is properly resolved for the customer.  In this case we found the following pertinent information:

This customer did initially call to close their account on 11/27/23.  Frontpoint does require a 30 day notice with one final month's payment for a normal cancellation.  When the customer accessed our online cancellation portal their account had not yet been paid for November.  Their payment method did deny the second of the two payments required and thus the cancellation did not get completed.  The customer then called again on 12/13/23 after receiving notification of the account being past due for December.  We did immediately backdate their cancellation to correct it for them thus them needing to pay for December still.

After receiving this complaint we did listen to the initial cancellation call from November and found that the representative did not follow our policy on transparency and did not explain the 30 day notice requirement.  This led to the confusion of the customer believing they only needed to make the one payment and them being upset at being required to make another payment in December.  We understand the frustration this caused and have decided to refund the customer.  However, while we have attempted to reach out to the customer to issue them a refund they have not responded so that we can confirm the payment method to issue it to.  They have been provided direct contact information so that they may reach back out when it is convenient for them.

Thanks,
Frontpoint Security
Voice of the Customer Department

Horrible company. An absolute nightmare. They were great when I signed up. Then they went to a contract model and it was all downhill. I am locked into a contract and I cannot get ahold of anyone no matter the issue. If by chance someone does answer the phone, the skill of the tech support staff is not even close to what it used to be. I am paying the them for nothing because the securtiy system at my house has degraded sonbadly over the years and I can’t get ahold of anyone to troubleshoot issues or replace hardware.

We sincerely apologize for the challenges you've experienced with our services and appreciate your patience in sharing your concerns. We understand the frustration that can arise when faced with technical issues, and we are committed to addressing your situation promptly.

First and foremost, we want to express our gratitude for your continued trust in our company, and we sincerely apologize for any inconvenience caused by the recent changes in our service model. Your feedback is invaluable, and we are actively working to enhance our support services to better meet the needs of our customers.

We have taken note of your concerns about difficulties in reaching our support team and the perceived decline in the expertise of our technical staff. This is certainly not the experience we aim to provide, and we sincerely regret any inconvenience caused.

Upon receiving your BBB review, we took immediate action to investigate and resolve your issues. We have made contact with you on both November 17th and 21st to address your concerns. Our records indicate that we provided assistance with equipment replacements and camera setup during these interactions. We hope that these efforts have alleviated some of the challenges you were facing.

We understand the importance of a reliable security system, and we want to assure you that we are committed to providing ongoing support to ensure the optimal performance of your equipment. If you encounter any further issues or have additional concerns, please do not hesitate to reach out to our dedicated support team at [customer support phone number]. We are here to assist you and will do everything in our power to resolve any outstanding matters promptly.

Once again, we apologize for any inconvenience you've experienced, and we genuinely appreciate your feedback. We value your business and are dedicated to regaining your trust in our services.

Thank you for bringing these matters to our attention, and we look forward to the opportunity to continue serving you.

Sincerely,

Frontpoint Insights Team

Aside from the alarm and having a noise go off if an intruder was in the house, I thought i wasn't that beneficial. I hate that I had to set it up myself and very difficult to do so. Also wanted to terminate my plan after 12 months but they refused to let me. I hate it. And I hope you read the fine line before committing to it . I just don't understand why they can't terminate my plan, im very dissatisfied and unhappy costumer who's being forced to keep it .

Dear Ms. M*****,

Thank you for sharing your concerns with us. We understand the importance of your experience with Frontpoint, and we sincerely apologize for any challenges you encountered during the installation process. Frontpoint products are designed to provide a simple do-it-yourself installation process, and we are continuously improving our products and procedures based on customer feedback.

We have thoroughly reviewed the sales interactions and a detailed summary of these discussions, along with specifics of your service agreement, has been sent to you by our Voice of the Customer Manager.

Your feedback is invaluable to us, and we want to assure you that we take your concerns seriously. We understand that circumstances may change, and we are committed to finding a mutually agreeable resolution.

Thank you for bringing this matter to our attention, and we appreciate your understanding as we work towards a resolution.

Frontpoint Insights Team

Beware! I just cancelled the beginning of this month. They said takes 30 days so that puts me into next month so they say I have to pay another month. I told them that’s their fault it takes 30 days. My main panel hasn’t worked for a week this happened around a year ago they sent me a circuit board that I had to install that fixed it then. I called on a weekend to report it not working again. They said after a test I would have to wait until Monday. They should’ve bent over backwards to help my situation. The equipment I have is antiquated since I bought from them several years ago. Frontpoint is an example of what’s WRONG with contract agreements. They get you signed then you cross your fingers! I tried to get out of paying for a Security System that was broke they offered to negotiate with them after I spent 40 minutes on phone waiting to talk to a CSR, I told them I was contacting the BBB. I’ve found way better deals with cancellation any time agreements and the most up to date equipment, I’ll be pursuing those options!

To Whom It May Concern,

Frontpoint values the opportunity to review any customer complaint to ensure we are providing the best service.  We have reviewed this situation and wish to provide the following details.

Frontpoint does require a 30 day notice for any cancellation of it's contract. However, Frontpoint does value flexibility and understands that the policy as written is applicable in all situations.  Typically, in situations where it is warranted or if a customer requests it, the representative would bring it to the attention of a supervisor who would make a case by case decision.  In this case the representative did not do this and we do apologize for the inconvenience.

After review with the customer we have decided that the payment shouldn't be applicable to them and have refunded it.  The customer has accepted this and if they have any further questions or concerns they are welcome to reach back out.  Frontpoint considers this matter closed.

Thanks,
Frontpoint Security
Voice of the Customer Department

Frontpoint Security (FP) has really gone downhill. I have been a customer for years, and held a monthly subscription. In the beginning, i loved it and felt so much more secure. Years later, after a move, only the door sensor continued to function (even though i called and asked them how to pack and handle the sensors etc before the move, but I'm not even mad about that... things happen). I didn't have time to deal with it though, and I liked at least knowing if someone entered my apartment. Since the door sensor worked, I kept it and never got around to dealing with the other sensors. I left it like that for about a year, until last month, when I finally bought a new system from a different company. I went into my FP app to cancel my subscription. I couldn't even find out any details about my subscription in the app or online. I was shocked. I had to call them during specific hours to cancel. So the next day, I did. I called during my break at work and waited on hold for a long time. They told me there's a 30-day delay in cancelation. Why?? No explanation. And they can't even cancel it on the phone. All they do is send a link, which opens a survey you have to fill out yourself to cancel. I felt like I was in the Stone Age. I don't want the system, I want it turned off. Now I'm stuck with it for another month and have to pay for it too. I can't wait to throw it out. I already tossed the sensors, and I'm getting "phantom" alerts that they detected motion etc. Truly bizarre. And guess what--I can't delete those sensors from my account myself (or at least, if i can, it's not intuitive at all). I guess I would have to call them. Any business that makes it so difficult to cancel is not doing good business, in my opinion. I saved a screenshot of my cancelation confirmation, and will be back here if they continue to charge me after that date. If you do business with them, read the fine print about cancelation, and be ready to take time off work to call them.

To Whom It May Concern,

Frontpoint values customer feedback and is always willing to review any customer situation brought to our attention.   We are sorry to hear this customer had trouble with the cancellation process as it is not our intention for the process to be difficult.  Frontpoint's contract does require a 30 day written notice for any cancellation.  To make this easy for our customers, any customer calling in to cancel will get sent an online portal where they can submit the cancellation.  Alternatively if they want the contract does include instructions for mailing in a written notice manually.  This requirement is due to the multiple aspects of the service that do take time to shut down such as the cell service, monitoring, etc.  We are always willing to discuss the policy and make exceptions where needed for situations outside the customers control, simply deciding not to use the system isn't a reason we would waive it.

As for notifications, they are entirely within the customer's control within the notifications section of the app or website.  Additionally, any customers contract and current contract status can be found by going to the My Account section then Documents.  As none of the personal information submitted with this review brought up an account we were unable to reach out directly to this customer but they are welcome to reach back out should they have any further questions.

Thanks,
Frontpoint Security
Voice of the Customer Department

This company is a scam. I’ve been a customer for a while then I renewed my contract offering me a better service and yet the unit is not working and they can not fix it for almost a year . They are charging me for a service that is not working. To make it worst, they don’t want to refund me and said that I’m on a 26 months contract that I have to pay if I cancel. In the first place their unit is not working. I’ve been cooperative in doing their time wasting troubleshooting which it didn’t work and they are saying I have to pay early cancellation fee of 26 months on the contract that is not working! This company is a rip off. They don’t provide good customer service. Only for their profit. Beware!!!!

To Whom It May Concern,

Frontpoint is always willing to review any customer complaint.  We do understand the frustration that comes from having technical issues on the system.  We do urge customers to call immediately when an issue is experienced so that we can resolve the issue through our time tested troubleshooting procedures.  In this case the customer did not report the issue immediately and did decline troubleshooting which is why they weren't initially eligible for coverage of their monthly rate or reduction of their early termination fee.  After submitting this review the customer did speak to a supervisor and agreed to troubleshooting and were in fact sent the replacement part needed to fix their system.  Since that time no further issues were reported to us though the customer has been provided direct contact information should they need to reach out for any reason.

Thanks,
Frontpoint Security
Voice of the Customer Department