FrontPoint Security Solutions

Good Morning,
We want to make sure every customer has an
excellent experience with us, which is why this customer’s complaint is being
taken very seriously
On 10/2/One of our Support
Supervisors spoke with this customer
about cancelling their account and then offered to credit this customer for the
two monthly monitoring charges they made after their contract ended
Also on 10/2/Frontpoint submitted the
credit request for the monthly monitoring charges
On 10/5/Frontpoint approved the credit
request for the monthly monitoring charges totaling $
These credits generally show up in the
customer’s bank account within 5-business days and we encourage the customer
to check their account to ensure they have received their refund as we have
completed the request on our end
Thank you, and please don't hesitate to reach
out with any question or concerns
Best,
Frontpoint

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Great customer service I had no problem getting a sensor replaced that was not working properly Frontpoint also supplied a more powerful sensor for one door that is a long way from the control box I also like the ability to control my sensors on Frontpoint's web site as well as all the sensor/arming logging information they provide

Good Morning,Frontpoint is dedicated to making sure each customer is satisfied, which is why we are taking this customer’s rejection with the utmost seriousness.On 12/19/One of our Support Managers spoke with this customer, via email, regarding their equipment being thrown away by the contractor they hired to work on their homeOur Manager explained that the customer owns their equipment and whether the equipment is thrown away, lost, or destroyed, the customer is responsible for replacing it, as stated in the Frontpoint contract that the customer signedOur Manager also encouraged the customer to work with their contractor as they misplaced some of the customer’s equipment.As stated in our previous responses, Frontpoint is still willing to honor the two options below which Frontpoint believes are fair resolutions for the customer, given their situation.Option 1:The customer would purchase new equipment, totaling $339.92, and hire an electrician to professionally install their new equipmentFrontpoint would then reimburse the customer up to $for the electrician.Option 2:Frontpoint offered to cancel this customers account and lower the customer’s early termination fee of $1,to $544.95.Thank you, and please don't hesitate to reach out with any questions or concerns.Best,Frontpoint

Good Morning,
We want to make sure
every customer has an excellent experience with us, which
is why this
customer’s complaint is being taken very seriously
On 9/15/One of our
Account Supervisors reached out to this customer to discuss their concerns in
regards to the charges they incurred during their moveOur Supervisor then offered
to refund the customer 50% of the monthly monitoring charges they incurred, totaling $The customer
accepted this offerOn 9/18/Frontpoint submitted
a credit request totaling $for 50% of the monthly monitoring charges this
customer incurred during their moveThe credit request was then approvedGenerally, these credits
show up in the customer’s bank account within 3-business days and we
encourage the customer to check their account to ensure they have received
their refund as we have completed the request on our endThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

From: *** *** Date: Tue, Jan 6, at 12:PMSubject: Re: complaint #***.To: [email protected], Frontpoint has resolved my issues and has paid me in full all of the monies they owed meThank you very much in your assistance in
resolving this matter!*** ** *** *** *** * *** * *** *** *** ** ***

I recommend the systemEasy to install and maintainCustomer support has been greatIf you want to add devices or need help, a phone call gets you live support that is patient and will stay with you till your issue is resolvedEven when my sensors needed batteries they mailed them out right awaySince they monitor your system, they know exactly whichever battery you needFive out of STARS

Good morning,
We hope that every customer will enjoy each experience that
comes with owning a Frontpoint system which is why we took the time to
investigate this customer’s complaint thoroughly
Once Frontpoint received this customer’s complaint we made
sure to investigate the contract the
customer signed as well as the time
remaining on this customer’s contractual agreementWe then had
one of our Support Supervisors reach out to this customer to discuss multiple options
for their situation
On 10/the customer confirmed via email they wished to
cancel their contract and they felt that the arrangement our Support Supervisor offered was acceptable
and tailored to their current situation
We aim to address each customer’s complaint fully and we are
happy that we able to come
to a resolution that worked for the customer’s specific needsWe are
more than happy to assist in any other way possible if needed
Thank you, and please let us know if there are
any further questions or concerns
Best,
Teddy M***
Frontpoint

",sans-serif">We
want to thank this customer for bringing their complaint to our attentionWe
strive to make sure each and every customer gets excellent customer service no
matter what, which is why we are taking this customer’s complaint with the
utmost seriousness
Upon
receiving this customer’s complaint, Frontpoint had one of its Support
Supervisor investigate this customer’s sales call, and found that the number of
sensors agreed upon were indeed what this customer received.
It is because
Frontpoint wants all its customers to be completely satisfied with their home
security system, we had that Support Supervisor reached out to this customer on
12/29/and discussed any miscommunications the customer felt had occurred
during their sales process.
On
this phone call our Support Supervisor apologized for any inconvenience this customer
had experienced and offered to the customer a chance to purchase their system
back with the original system discount they received on 10/30/14, plus a large
additional equipment discountThe customer asked for and received this offer
in an email on 12/29/to keep for their recordsThe customer said they were
pleased with this resolution
Frontpoint
always aims to provide each customer with an excellent customer service
experience and we happy to assist in any other way necessary.
Thank
you, and please don’t hesitate to reach out if there are any other questions or
concerns
Best,
Teddy
M***
FrontPoint

Good Afternoon,
It is very important to us that every
customer is taken care of and has an excellent experience with us, which is why
this customer’s complaint is being taken very seriously
Please note that anytime you
see an underscore like this “____” it represents customer
information and/or Frontpoint employee information that has been removed to
protect the privacy of all parties involved in this complaint
The
text below this line is every communication Frontpoint has had with this
customerYou will see emails to and from this customer and no words/emails
have been left out or changed
On 11/19/The customer signed their contract
On 11/24/Our Compliance Department sent the following
email to this customer:
“Date/Time: 11/24/
10:AM
Sender: [email protected]
Recipient: _______@***.com
***: Good Morning,
Thank you again for choosing Frontpoint! Our records indicate that an alarm system
registration or permit may be required by your local jurisdiction. While this following local regulations
regarding registration & permitting is ultimately the responsibility of the
alarm user, FrontPoint’s Compliance Team is pleased to offer you the following
information as a courtesy.
WHAT MAY BE REQUIRED
The City of ____ ____ requires
an Alarm Permit for residential and commercial security alarms monitored to
provide police responseThe one time fee for a residential or commercial
permit is $
IMPORTANT DISPATCH
INFORMATION
To avoid dispatch
fines, it is always best to register your system as soon as possibleOnce you
have registered your system, please notify Frontpoint either by calling us at
(___) __ _____ (___-___-____) or by emailing us at
[email protected]
APPLICATION PROCESS
To print and complete
the application, please visit http://permits.frontpointsecurity.com/Permits/__________.pdf
Please send the application and payment to the City of ____ ____ Police
Department, ___ _____ _______, ____ ______, __ _____You may direct
questions to (___) ___-____
ALARM
INFORMATION
The City of ____ _____
is required by law to collect fees for alarms, based on the number of
alarms per calendar yearResidential customers are provided with two
free alarm responsesThe third alarm response will result in a
fine of $50, the fourth is $60, the fifth is $70, the sixth is $80, the seventh
is $90, the eighth is $100, and the ninth is $The tenth and each
subsequent alarm response will be $per occurrenceCommercial
customers are provided with four free alarm responsesThe fifth
alarm response will result in a fine of $50, the sixth is $60, the seventh is
$100, the eighth is $150, the ninth is $200, the tenth is $300, and the
eleventh is $The twelfth and each subsequent alarm response will be
$per occurrence
Please contact us if
you have any questions
Kind regards,
Compliance Department
Frontpoint”
The customer then responded to that email with the following
email to our Compliance Department:
“Date/Time: 11/24/
11:AM
Sender: _______@***.com
Recipient: [email protected]
***: Thank you for
this notice. How does this change if I
want to add equipment - I may want to
add the smoke and carbon monoxide detectors, as well as a camera, in the future. Thank you, ______”
Our Compliance Department then responded to this customers
email with the following email:
“Date/Time: 11/24/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***: Hi ______,
Your alarm permit with
*** *** is separate from your system and equipment with usThis will not
get in the way of adding equipment and activating your systemOnce you’ve
registered, please let us know if you receive a permit/registration number and we
will update your account with that information
Please don’t hesitate
to reach out to us if you have any further questions and have a great night!
Kind regards,
____________|
Compliance Associate
Frontpoint
f___.___.____”
Between 12/01/2014- 5/22/Frontpoint made sixteen
attempts to contact this customer and offer assistance and encourage
activation, though was unable to get in contact with themA voicemail was left
each time
On 7/2/The customer sent an email to Frontpoint with
the following:
“From: ______ _____ [mailto:_______@***.com]
Sent: Thursday, July 02, 9:AM
To: [email protected]
Subject: I sent an email back in February that I could not activate my sevice
yet and that I woukd notify Frontpoint when I would activateMy account has
been chargged even though I have not activated this serviceI requested that
the charges be stopped until I can use the service.I request a refund of
charges back to FebruaryI need new cellular service before I can activate
which I could not geet due to a cellular service contract.Thank you,______”
Also on 7/2/One of our Support Specialists attempted to
contact the customer to assist though was unsuccessfulA voicemail was left
and the following email was sent:
“Date/Time: 07/02/
11:AM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling because you had some questions about the activation process.
When you have a
moment, just give us a call at ___-___-____We are open from 8am to 11pm
Eastern Time on weekdays and from 10am-6pm Eastern on weekends.
I hope everything else
is going well, and that we have a chance to talk to you soon.
Best regards,
____ ______| Customer
Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 7/6/Frontpoint made a second attempt to contact the
customer to assist though was unsuccessfulA voicemail was left and the
following email was sent:
““Date/Time:
07/06/4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling again because you had questions about your account
When you have a
moment, just give us a call at ___-___-____We are open from 8am to 11pm
Eastern Time on weekdays and from 10am-6pm Eastern on weekends
I hope everything else
is going well, and that we have a chance to talk to you soon
Best regards,
____ ______| Customer
Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 7/8/Frontpoint made a third attempt to contact the
customer to assist though was unsuccessfulA voicemail was left and the
following email was sent:
“Date/Time: 07/06/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling one more time about the questions you had regarding activation and
billing
When you have a
moment, please give us a call at ___-___-____Do not call any other numbers as
they will just pass along your issues to us here at supportWe are open from
8am to 11pm Eastern Time on weekdays and from 10am-6pm Eastern on weekends
I hope everything else
is going well, and that we have a chance to talk to you soon
Best regards,
____ ______| Customer Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/04/The customer replied to our Support Specialist with the following
email:
“Date/Time: 08/04/
9:AM
Sender: _______@***.com
Recipient: [email protected]
***: I requested that
billing on my account cease in February, yet the charges continueI rwuest a
refund of the charges from February to the presentAt that point, Frontpoint
had no authority to continue charging my cardI told customer service that
when I was ready to activate service, I would call, which I have not done yet
______”
Frontpoint then responded to this customer’s email with the
following email:
“Date/Time: 08/04/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry for the
confusion on this point, but this is the reason that we have been trying to get
in touch with youThe contract that you signed with us indicates that billing
is to start immediatelyThere are some things that we can do to help you with
this, but in order to get those processes started we need to speak with youWe
will have to go over options and then we’ll almost certainly need to have you
sign an amendment to your contract.
We will be happy to
help with this, just give us a call at ___-___-____We’ll be here until 11pm
EDT tonight and anyone will be able to discuss this with you
I will be leaving the
office shortly, but if you would like me to arrange a callback just email me
here and I’ll be able to have someone call you as early as tomorrowYou can
also send an email to [email protected] until 11pm, and the next
available person in this office will replyIf it arrives after 11pm then we
will reach out to you tomorrow morning
Best regards,
____ ______| Customer Support Specialist
Frontpoint
t___.___.____ f___.___.____”
The customer then responded back to Frontpoint with the
following email:
“Date/Time: 08/04/
4:PM
Sender: _______@***.com
Recipient: [email protected]
***: That authority
to bill ceased in February.After the contract was signed, I removed your
authority by saying stop billing me.I am filing a dispute with my bank and dont
want service at all.Thank you,______”
On 8/11/One of our Account Specialists attempted to
contact the customer to assist with their wish to cancel their service though
was unsuccessfulA voicemail was left and the following email was sent:“Date/Time: 08/11/3:PM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
My name is ________
with FrontpointWe recently attempted to reach you on Tuesday by phone and
email in regards to your recent requestI am sorry to hear that you are
interested in cancelling service with usI would be glad to assist you with
this and answer any questions you may have.
When you have a moment please give me a call back directly at
___.___.____I look forward to speaking with you.
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/13/Frontpoint made a second attempt to contact the
customer to assist with their wish to cancel their service though was
unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 08/13/
2:PM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
My name is ________ with FrontpointWe recently attempted to reach you on
Thursday by phone and email in regards to your recent requestI am sorry to
hear that you are interested in cancelling service with usI would be glad to
assist you with this and answer any questions you may have. When you have a moment please give me a call
back directly at ___.___.____I look forward to speaking with you
Regards,
________ _____| Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/18/Frontpoint made a third attempt to contact the
customer to assist with their wish to cancel their service though was
unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 08/18/
5:PM
Sender: [email protected]
Recipient: _______@***.com
***:
“ I am sorry I have not been able to speak with you regarding your requestIn
order to cancel your account werequire a Day Written NoticeYou can
facilitate this by simply replying back to this email stating your clear intent
to cancel your serviceIt is important to include the Full Name and Address on
your account which you would like the service cancelled at.
Additionally, as we
discussed, there are months remaining on your initial agreementUpon
receiving your Day Notice, this will initiate the cancellation processYou
will have one final payment of $that will be charged on the 1st business
day of September given we receive your Day Notice Prior to Last Day of the
Current Month and you are responsible for 80% of the Months Remaining in the
amount of $Upon receiving your Day notice the 80% Payment will be
processed to a valid credit/debit card and your account will cancel on the 2nd
to last business dayofSeptember
If one of these
requirements is not met, we will not be able to cancel your accountPlease let
us know if you have any further questions or concernsWe can be reached at ___.___.____
Example: My name is
John Smith, and I wish to cancel my service at Main Street, Vienna, VA,
22182).This will initiate your Day Notice
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
The customer then responded to Frontpoint with the following
emails:
“Date/Time: 08/18/7:PMSender: _______@***.com
Recipient: [email protected]
***:
“I canceled, in
writing, in February, So refunds are owed and there has been a stop
payment placed which will prevent any further unauthorized charges.Your company
intentionally disregarded my notices and did not offer help______ _____ ___
____ _______ ____, ____ _____”
“Date/Time: 08/18/7:PMSender: _______@***.com
Recipient: [email protected]
***:“The unused and unuseable equipment will
be returned and any further contact will result in a complaint”
On 9/4/One of our Support Supervisors attempted to
contact the customer to assist with their wish to cancel their service though
was unsuccessfulA voicemail was left and the following email was sent:“Date/Time: 09/04/10:AM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ***,
Per my voicemail, my
name is ___ _________ and I am a customer support supervisor at FrontpointI
attempted to reach out to you in regards to returning your system and stopping
charges on your accountI would like to assist with the situation and can
provide you with a *** return label to return the equipment
Please give me a call
back at 571.367.7070, I will be in the office until 6PM CT tonight
Best,
___
______ _______|
Customer Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 9/28/One of our Support Specialists spoke with the
customer about the past due payment on their accountThe customer did not pay
and stated that they were working with a Supervisor to get their equipment sent
back and receive a refund
On 9/30/The customer sent Frontpoint the following
email:
“Date/Time: 09/30/
7:PM
Sender: _______@***.com
Recipient: [email protected]
***:
Your company continues to call me despute repeated correspondence from me for
over months that the contract is canceled
I repeat that the
contract was canceled in FebruaryI explained to your representatives that I
cannot use the security system in my houseI never used the equipmentand do
not want your st service
I am tired of the
harrassmentTake my phone number off of your call list permanentlyYour
company is a scam and you have the worst customer service
You purposely ignore
my correspondence to try to continue to charge my account which you were no
longer authorized to do in February
Stop calling meStop
trying to fraudulently charge my account.”
On 10/1/The customer sent Frontpoint the following
emails:“Date/Time: 10/1/6:AM
Sender: _______@***.com
Recipient: [email protected]
***:
Your customer service and team are incompetent foolsI have told you multiple
timesYour are both is
This is consumer
harrassment and FRAUD
Stop calljng me and
stop trying to override the fraud based stop payment placed on my accountI
CANCELED this account FEBRUARY 1, 2015.”
“Date/Time: 10/1/
7:AM
Sender: _______@***.com
Recipient: [email protected]
***:
I am writing to report the imcompetent customer service of Frontpoint
I signed up for
service starting December 1, I realized I would not be able tonuse the
system so I contacted Frontpoint to cancel on or about 2/1/
Frontpoint
intentionally disregarded my communicationThey never contacted me regarding
the fact that the service was not activatedWhat a shamIt shows your company
only cares about moneyI discovered that my account was not canceled in July
and tried
yo resolve the issue
with them
I will not pay for a
service I cannot use and now would never useThe continue to try to
fraudulently charge my account and keep harrassing me by phone and email,
pretending that I did not cancel
I demand the
harrassment stopYour customer service reps are incompetent and one person
does not know what the other is doing
I will return the
unused equipment and demand a refund for that and every payment going back to
cancelationYour customer service thinks they will break me down theough this
treatment but they are wrongI have already told people not to use your
company because
of how I have been
treatedI will post and share my experience with everyone and recommend highly
that they find a company that cares and treats people with respect
I want this email sent
and dealt wuth by upper management, who I hope are compentent and capable,
unlike the many incompetent representatives O have dealt with
______ _____
___-___-____
_______@***.com”
Also on 10/1/One of our Support Supervisors attempted to contact the
customer to address their concerns though was unsuccessfulA voicemail was
left and the following email was sent:“Date/Time: 10/01/8:AM
Sender: [email protected]
Recipient: _______@***.com
***:
My name is ______ _______ and I am a Supervisor in the Customer Support
department at Frontpoint. I read your
email and would like to follwith you at your earliest convenience so that
we can address your concerns. My direct
line is ___-___-____ and this is my email.
I will call you at 8am CST. If
there is a better time for us to call, please let me know
Thank you,
___ _______| Customer
Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 10/5/Frontpoint made a second attempt to contact the
customer to address their concerns though was unsuccessfulA voicemail was
left and the following email was sent:
“Date/Time: 10/05/8:PMSender: [email protected]
Recipient: _______@***.com
***:
My name is ______ _______ and I am one of the Customer Support Supervisors at
FrontPoint. I recently read your Revdex.com
review, and would like to discuss this with you and make sure you we address
your concerns. When you are available,
please feel free to email me or I can be reached directly at ___-___-____I
hope all is well and I look forward to speaking with you
Regards,
___ _______| Customer
Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 10/7/One of our Account Specialists sent the following email to the
customer:
“Date/Time: 10/07/
9:AM
Sender: [email protected]
Recipient: _______@***.com
***:
I understand your frustration but there is no indication that the system was
cancelled in JanuaryAll I am able to see contact with ____ in early July but
nothing prior to that except for calls from us to help you get set-upThere is
no record of the system ever being sent back to us and the only contact we have
from you around January is from November 24th where you emailed us “Thank
you for this notice. How does this
change if I want to add equipment - I
may want to add the smoke and carbon monoxide detectors, as well as a camera,
in the future.”
When you say you
cancelled did you speak with someone? Do you know who it was? I can look into
this for you
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 10/8/Our Supervisor made a third attempt to contact
the customer to address their concerns though was unsuccessfulA voicemail was
left
On 10/14/The customer sent the following email to
Frontpoint:
“Date/Time: 10/14/
5:PM
Sender: _______@***.com
Recipient: [email protected]
***:
Your company is utterly incompetent
Service was terminated
2/1/15, in writingStop harrassing meThere is a comaint against you with the
Revdex.com and soon to be moreTake my name number email address
and ALL contact information out of your databaseComplete fools.”
On 10/16/after speaking with
Management and evaluating the unique circumstances of this account, Frontpoint
decided to cancel the account effective immediately without requiring written
notice from the customer (which we customarily require in order to ensure the
security of the customer’s account)
Frontpoint cancelled
this customer’s account and waived three past due monthly charges totaling
$Our Supervisor notified the customer by email that this was complete,
and also offered to apply a full refund, if the customer agrees to return all
equipment back to FrontpointThe Supervisor attached a prepaid *** Return
Label to accommodate this. Finally,
Frontpoint agreed to waive the early termination fee (80% of all remaining
payments due under the contract) that normally applies when a customer desires
to cancel their account during the initial 36-month term. The following was the email sent to the
customer:
“Date/Time: 10/16/
10:AM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
As of 10/16/your
Frontpoint account has been cancelled and your system will no longer be
monitoredWe have waived all past due payments and would be willing to issue
you a full refund if you would return the system back to usWe have attached a
prepaid *** return label to this email.
Attach the label to a box with your equipment and drop it of at a ***
location. Please contact me if you have
any questions
Thank you,
___ _______| Customer Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
At this time, Frontpoint has not heard from this customer
We encourage the customer to send their equipment back to Frontpoint so a full
system refund can be issued
Thank you, and please don't hesitate to reach out with any
question or concerns
Best,
Frontpoint

Good Afternoon,We take every opportunity we have to make sure our customers are 100% satisfied, and that is why we have immediately addressed this customer's complaintOn 4/20/one of our Support Supervisors reached out to this customer to address their complaintThe customer requested we no
longer work with them, but only communicate through their lawyerAs of 4/22/this customer's account had been credited for an entire system returnOn 4/27/our Support Supervisor made sure to email this customer with an email stating they own nothing to Frontpoint from this point forward and they are no longer in a contract with Frontpoint.We have addressed and refunded this customer for their system as well as provided the written communication they requestedWe want every customer to be happy and we hope we have have satisfied this customer's request for a resolutionPlease let us know if we can be of any other help.Thank you,Frontpoint

Good Afternoon,
It is very important to us that every
customer is taken care of and has an excellent experience with us, which is why
this customer’s complaint is being taken very seriously
Please note that anytime you see an underscore like this “____” it represents
customer
information and/or Frontpoint employee information that has been removed to
protect the privacy of all parties involved in this complaint
The
text below this line is every communication Frontpoint has had with this
customerYou will see emails to and from this customer and no words/emails
have been left out or changed
On 11/19/The customer signed their contract
On 11/24/Our Compliance Department sent the following
email to this customer:
“Date/Time: 11/24/
10:AM
Sender: [email protected]
Recipient: _______@***.com
***: Good Morning,
Thank you again for choosing Frontpoint! Our records indicate that an alarm system
registration or permit may be required by your local jurisdiction. While this following local regulations
regarding registration & permitting is ultimately the responsibility of the
alarm user, FrontPoint’s Compliance Team is pleased to offer you the following
information as a courtesy.
WHAT MAY BE REQUIRED
The City of ____ ____ requires
an Alarm Permit for residential and commercial security alarms monitored to
provide police responseThe one time fee for a residential or commercial
permit is $
IMPORTANT DISPATCH
INFORMATION
To avoid dispatch
fines, it is always best to register your system as soon as possibleOnce you
have registered your system, please notify Frontpoint either by calling us at
(___) __ _____ (___-___-____) or by emailing us at
[email protected]
APPLICATION PROCESS
To print and complete
the application, please visit http://permits.frontpointsecurity.com/Permits/__________.pdf
Please send the application and payment to the City of ____ ____ Police
Department, ___ _____ _______, ____ ______, __ _____You may direct
questions to (___) ___-____
ALARM
INFORMATION
The City of ____ _____
is required by law to collect fees for alarms, based on the number of
alarms per calendar yearResidential customers are provided with two
free alarm responsesThe third alarm response will result in a
fine of $50, the fourth is $60, the fifth is $70, the sixth is $80, the seventh
is $90, the eighth is $100, and the ninth is $The tenth and each
subsequent alarm response will be $per occurrenceCommercial
customers are provided with four free alarm responsesThe fifth
alarm response will result in a fine of $50, the sixth is $60, the seventh is
$100, the eighth is $150, the ninth is $200, the tenth is $300, and the
eleventh is $The twelfth and each subsequent alarm response will be
$per occurrence
Please contact us if
you have any questions
Kind regards,
Compliance Department
Frontpoint”
The customer then responded to that email with the following
email to our Compliance Department:
“Date/Time: 11/24/
11:AM
Sender: _______@***.com
Recipient: [email protected]
***: Thank you for
this notice. How does this change if I
want to add equipment - I may want to
add the smoke and carbon monoxide detectors, as well as a camera, in the future. Thank you, ______”
Our Compliance Department then responded to this customers
email with the following email:
“Date/Time: 11/24/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***: Hi ______,
Your alarm permit with
*** *** is separate from your system and equipment with usThis will not
get in the way of adding equipment and activating your systemOnce you’ve
registered, please let us know if you receive a permit/registration number and we
will update your account with that information
Please don’t hesitate
to reach out to us if you have any further questions and have a great night!
Kind regards,
____________|
Compliance Associate
Frontpoint
f___.___.____”
Between 12/01/2014- 5/22/Frontpoint made sixteen
attempts to contact this customer and offer assistance and encourage
activation, though was unable to get in contact with themA voicemail was left
each time
On 7/2/The customer sent an email to Frontpoint with
the following:
“From: ______ _____ [mailto:_______@***.com]
Sent: Thursday, July 02, 9:AM
To: [email protected]
Subject: I sent an email back in February that I could not activate my sevice
yet and that I woukd notify Frontpoint when I would activateMy account has
been chargged even though I have not activated this serviceI requested that
the charges be stopped until I can use the service.I request a refund of
charges back to FebruaryI need new cellular service before I can activate
which I could not geet due to a cellular service contract.Thank you,______”
Also on 7/2/One of our Support Specialists attempted to
contact the customer to assist though was unsuccessfulA voicemail was left
and the following email was sent:
“Date/Time: 07/02/
11:AM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling because you had some questions about the activation process.
When you have a
moment, just give us a call at ___-___-____We are open from 8am to 11pm
Eastern Time on weekdays and from 10am-6pm Eastern on weekends.
I hope everything else
is going well, and that we have a chance to talk to you soon.
Best regards,
____ ______| Customer
Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 7/6/Frontpoint made a second attempt to contact the
customer to assist though was unsuccessfulA voicemail was left and the
following email was sent:
““Date/Time:
07/06/4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling again because you had questions about your account
When you have a
moment, just give us a call at ___-___-____We are open from 8am to 11pm
Eastern Time on weekdays and from 10am-6pm Eastern on weekends
I hope everything else
is going well, and that we have a chance to talk to you soon
Best regards,
____ ______| Customer
Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 7/8/Frontpoint made a third attempt to contact the
customer to assist though was unsuccessfulA voicemail was left and the
following email was sent:
“Date/Time: 07/06/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry I missed you when I called todayAs I mentioned on the voicemail, I was
calling one more time about the questions you had regarding activation and
billing
When you have a
moment, please give us a call at ___-___-____Do not call any other numbers as
they will just pass along your issues to us here at supportWe are open from
8am to 11pm Eastern Time on weekdays and from 10am-6pm Eastern on weekends
I hope everything else
is going well, and that we have a chance to talk to you soon
Best regards,
____ ______| Customer Support Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/04/The customer replied to our Support Specialist with the following
email:
“Date/Time: 08/04/
9:AM
Sender: _______@***.com
Recipient: [email protected]
***: I requested that
billing on my account cease in February, yet the charges continueI rwuest a
refund of the charges from February to the presentAt that point, Frontpoint
had no authority to continue charging my cardI told customer service that
when I was ready to activate service, I would call, which I have not done yet
______”
Frontpoint then responded to this customer’s email with the
following email:
“Date/Time: 08/04/
4:PM
Sender: [email protected]
Recipient: _______@***.com
***:
______,
Sorry for the
confusion on this point, but this is the reason that we have been trying to get
in touch with youThe contract that you signed with us indicates that billing
is to start immediatelyThere are some things that we can do to help you with
this, but in order to get those processes started we need to speak with youWe
will have to go over options and then we’ll almost certainly need to have you
sign an amendment to your contract.
We will be happy to
help with this, just give us a call at ___-___-____We’ll be here until 11pm
EDT tonight and anyone will be able to discuss this with you
I will be leaving the
office shortly, but if you would like me to arrange a callback just email me
here and I’ll be able to have someone call you as early as tomorrowYou can
also send an email to [email protected] until 11pm, and the next
available person in this office will replyIf it arrives after 11pm then we
will reach out to you tomorrow morning
Best regards,
____ ______| Customer Support Specialist
Frontpoint
t___.___.____ f___.___.____”
The customer then responded back to Frontpoint with the
following email:
“Date/Time: 08/04/
4:PM
Sender: _______@***.com
Recipient: [email protected]
***: That authority
to bill ceased in February.After the contract was signed, I removed your
authority by saying stop billing me.I am filing a dispute with my bank and dont
want service at all.Thank you,______”
On 8/11/One of our Account Specialists attempted to
contact the customer to assist with their wish to cancel their service though
was unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 08/11/3:PM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
My name is ________
with FrontpointWe recently attempted to reach you on Tuesday by phone and
email in regards to your recent requestI am sorry to hear that you are
interested in cancelling service with usI would be glad to assist you with
this and answer any questions you may have.
When you have a moment please give me a call back directly at
___.___.____I look forward to speaking with you.
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/13/Frontpoint made a second attempt to contact the
customer to assist with their wish to cancel their service though was
unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 08/13/
2:PM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
My name is ________ with FrontpointWe recently attempted to reach you on
Thursday by phone and email in regards to your recent requestI am sorry to
hear that you are interested in cancelling service with usI would be glad to
assist you with this and answer any questions you may have. When you have a moment please give me a call
back directly at ___.___.____I look forward to speaking with you
Regards,
________ _____| Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 8/18/Frontpoint made a third attempt to contact the
customer to assist with their wish to cancel their service though was
unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 08/18/
5:PM
Sender: [email protected]
Recipient: _______@***.com
***:
“ I am sorry I have not been able to speak with you regarding your requestIn
order to cancel your account werequire a Day Written NoticeYou can
facilitate this by simply replying back to this email stating your clear intent
to cancel your serviceIt is important to include the Full Name and Address on
your account which you would like the service cancelled at.
Additionally, as we
discussed, there are months remaining on your initial agreementUpon
receiving your Day Notice, this will initiate the cancellation processYou
will have one final payment of $that will be charged on the 1st business
day of September given we receive your Day Notice Prior to Last Day of the
Current Month and you are responsible for 80% of the Months Remaining in the
amount of $Upon receiving your Day notice the 80% Payment will be
processed to a valid credit/debit card and your account will cancel on the 2nd
to last business dayofSeptember
If one of these
requirements is not met, we will not be able to cancel your accountPlease let
us know if you have any further questions or concernsWe can be reached at ___.___.____
Example: My name is
John Smith, and I wish to cancel my service at Main Street, Vienna, VA,
22182).This will initiate your Day Notice
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
The customer then responded to Frontpoint with the following
emails:
“Date/Time: 08/18/7:PM
Sender: _______@***.com
Recipient: [email protected]
***:
“I canceled, in
writing, in February, So refunds are owed and there has been a stop
payment placed which will prevent any further unauthorized charges.Your company
intentionally disregarded my notices and did not offer help______ _____ ___
____ _______ ____, ____ _____”
“Date/Time: 08/18/7:PM
Sender: _______@***.com
Recipient: [email protected]
***:
“The unused and unuseable equipment will
be returned and any further contact will result in a complaint”
On 9/4/One of our Support Supervisors attempted to
contact the customer to assist with their wish to cancel their service though
was unsuccessfulA voicemail was left and the following email was sent:
“Date/Time: 09/04/10:AM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ***,
Per my voicemail, my
name is ___ _________ and I am a customer support supervisor at FrontpointI
attempted to reach out to you in regards to returning your system and stopping
charges on your accountI would like to assist with the situation and can
provide you with a *** return label to return the equipment
Please give me a call
back at 571.367.7070, I will be in the office until 6PM CT tonight
Best,
___
______ _______|
Customer Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 9/28/One of our Support Specialists spoke with the
customer about the past due payment on their accountThe customer did not pay
and stated that they were working with a Supervisor to get their equipment sent
back and receive a refund
On 9/30/The customer sent Frontpoint the following
email:
“Date/Time: 09/30/
7:PM
Sender: _______@***.com
Recipient: [email protected]
***:
Your company continues to call me despute repeated correspondence from me for
over months that the contract is canceled
I repeat that the
contract was canceled in FebruaryI explained to your representatives that I
cannot use the security system in my houseI never used the equipmentand do
not want your st service
I am tired of the
harrassmentTake my phone number off of your call list permanentlyYour
company is a scam and you have the worst customer service
You purposely ignore
my correspondence to try to continue to charge my account which you were no
longer authorized to do in February
Stop calling meStop
trying to fraudulently charge my account.”
On 10/1/The customer sent Frontpoint the following
emails:
“Date/Time: 10/1/6:AM
Sender: _______@***.com
Recipient: [email protected]
***:
Your customer service and team are incompetent foolsI have told you multiple
timesYour are both is
This is consumer
harrassment and FRAUD
Stop calljng me and
stop trying to override the fraud based stop payment placed on my accountI
CANCELED this account FEBRUARY 1, 2015.”
“Date/Time: 10/1/
7:AM
Sender: _______@***.com
Recipient: [email protected]
***:
I am writing to report the imcompetent customer service of Frontpoint
I signed up for
service starting December 1, I realized I would not be able tonuse the
system so I contacted Frontpoint to cancel on or about 2/1/
Frontpoint
intentionally disregarded my communicationThey never contacted me regarding
the fact that the service was not activatedWhat a shamIt shows your company
only cares about moneyI discovered that my account was not canceled in July
and tried
yo resolve the issue
with them
I will not pay for a
service I cannot use and now would never useThe continue to try to
fraudulently charge my account and keep harrassing me by phone and email,
pretending that I did not cancel
I demand the
harrassment stopYour customer service reps are incompetent and one person
does not know what the other is doing
I will return the
unused equipment and demand a refund for that and every payment going back to
cancelationYour customer service thinks they will break me down theough this
treatment but they are wrongI have already told people not to use your
company because
of how I have been
treatedI will post and share my experience with everyone and recommend highly
that they find a company that cares and treats people with respect
I want this email sent
and dealt wuth by upper management, who I hope are compentent and capable,
unlike the many incompetent representatives O have dealt with
______ _____
___-___-____
_______@***.com”
Also on 10/1/One of our Support Supervisors attempted to contact the
customer to address their concerns though was unsuccessfulA voicemail was
left and the following email was sent:
“Date/Time: 10/01/8:AM
Sender: [email protected]
Recipient: _______@***.com
***:
My name is ______ _______ and I am a Supervisor in the Customer Support
department at Frontpoint. I read your
email and would like to follwith you at your earliest convenience so that
we can address your concerns. My direct
line is ___-___-____ and this is my email.
I will call you at 8am CST. If
there is a better time for us to call, please let me know
Thank you,
___ _______| Customer
Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 10/5/Frontpoint made a second attempt to contact the
customer to address their concerns though was unsuccessfulA voicemail was
left and the following email was sent:
“Date/Time: 10/05/8:PM
Sender: [email protected]
Recipient: _______@***.com
***:
My name is ______ _______ and I am one of the Customer Support Supervisors at
FrontPoint. I recently read your Revdex.com
review, and would like to discuss this with you and make sure you we address
your concerns. When you are available,
please feel free to email me or I can be reached directly at ___-___-____I
hope all is well and I look forward to speaking with you
Regards,
___ _______| Customer
Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
On 10/7/One of our Account Specialists sent the following email to the
customer:
“Date/Time: 10/07/
9:AM
Sender: [email protected]
Recipient: _______@***.com
***:
I understand your frustration but there is no indication that the system was
cancelled in JanuaryAll I am able to see contact with ____ in early July but
nothing prior to that except for calls from us to help you get set-upThere is
no record of the system ever being sent back to us and the only contact we have
from you around January is from November 24th where you emailed us “Thank
you for this notice. How does this
change if I want to add equipment - I
may want to add the smoke and carbon monoxide detectors, as well as a camera,
in the future.”
When you say you
cancelled did you speak with someone? Do you know who it was? I can look into
this for you
Regards,
________ _____|
Account Specialist
Frontpoint
t___.___.____ f___.___.____”
On 10/8/Our Supervisor made a third attempt to contact
the customer to address their concerns though was unsuccessfulA voicemail was
left
On 10/14/The customer sent the following email to
Frontpoint:
“Date/Time: 10/14/
5:PM
Sender: _______@***.com
Recipient: [email protected]
***:
Your company is utterly incompetent
Service was terminated
2/1/15, in writingStop harrassing meThere is a comaint against you with the
Revdex.com and soon to be moreTake my name number email address
and ALL contact information out of your databaseComplete fools.”
On 10/16/after speaking with
Management and evaluating the unique circumstances of this account, Frontpoint
decided to cancel the account effective immediately without requiring written
notice from the customer (which we customarily require in order to ensure the
security of the customer’s account)
Frontpoint cancelled
this customer’s account and waived three past due monthly charges totaling
$Our Supervisor notified the customer by email that this was complete,
and also offered to apply a full refund, if the customer agrees to return all
equipment back to FrontpointThe Supervisor attached a prepaid *** Return
Label to accommodate this. Finally,
Frontpoint agreed to waive the early termination fee (80% of all remaining
payments due under the contract) that normally applies when a customer desires
to cancel their account during the initial 36-month term. The following was the email sent to the
customer:
“Date/Time: 10/16/
10:AM
Sender: [email protected]
Recipient: _______@***.com
***:
Hello ______,
As of 10/16/your
Frontpoint account has been cancelled and your system will no longer be
monitoredWe have waived all past due payments and would be willing to issue
you a full refund if you would return the system back to usWe have attached a
prepaid *** return label to this email.
Attach the label to a box with your equipment and drop it of at a ***
location. Please contact me if you have
any questions
Thank you,
___ _______| Customer Support Supervisor
Frontpoint
t___-___-____ f
___-___-____”
At this time, Frontpoint has not heard from this customer
We encourage the customer to send their equipment back to Frontpoint so a full
system refund can be issued
Thank you, and please don't hesitate to reach out with any
question or concerns
Best,
Frontpoint

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good Afternoon,
We want to make sure each customer gets the attention and
great customer service they deserveThis is why we
have investigated and
addressed this individual’s complaint
On 4/16/on of our Support Supervisors attempted to reach
out to this individual to explain why they were receiving customer support
calls, not sales callsOur Support Supervisor also was going to explain why this individual's phone number had not been removed from one of our Frontpoint accounts up until now
As this individual had requested, we have removed all their
contact information from our system as to make sure they are never contacted
again by Frontpoint
If there is anything else we can do to help please let us
know
Thank you,
Frontpoint

Good Afternoon,
We want to make sure
every customer has an excellent experience with us, which is why this
customer’s complaint is being taken very seriously
On 3/3/One of our Support
Supervisors spoke with this customer and explained our return policyOur
Support Supervisor then
proactively submitted a credit request for the
monthly monitoring charge that they incurred
Also on 3/3/
Frontpoint approved the credit request for the monthly monitoring charge
totaling $
Generally, these credits
show up in the customer’s bank account within 5-business days and we
encourage the customer to check their account to ensure they have received
their refund as we have completed the request on our end
Thank you, and please
don't hesitate to reach out with any questions or concerns
Best,
Frontpoint

I have been a customer for over a year now and have had excellent customer service There has been one alarm but it's because we painted our walls and restuck the sensor so when it fell to the floor it caused the alarm to go off Front point called quickly and was very helpful

(From my Yelp Review)
Everything went smoothly with the equipment and customer service during the first days and a bit beyondSo smoothly perhaps that my inner cynic told me to hold off on my review until I had more experience with the companyAs usual "cynical me" was rightAfter the first days or so the once star customer services was replaced by a confusing automated phone system with long waits to speak to a humanOne thing that I didn't think was important that turned out to be very important is the hoursto on week days seemed to be reasonable until I realized that since I don't get home from work until It means I either have to deal with customer service from work or call on the weekends during their to hoursSeems insignificant until you have a question at midnight on a MondayAlso, I'm not sure if new customers (who they might be at risk of losing during the first days) are forwarded to a preferred phone bank, but I feel that the level of professionalism has decreased and the wait times have increasedDuring the first days I felt like I was talking to security professionalsmonths in I feel like I am talking to high school students working part timeMy other gripe is the accuracy of the cellular alarm signalAlthough Frontpoint claims foolproof alarm reporting with crash and smash technology I am less than confident that an intruder who quickly disabled the panel would be caughtI have had roughly alarms since I've installed the systemAll of them were my or my family's fault for either wandering into a motion detector protected area without disarming the alarm or leaving the house while the alarm is active and mistaking the warning tones for the alarm chimeMy issue is that with these alarms only was met by an incoming call from FrontpointEvery other time I have actually called them to cancel the alarm call and was told that they didn't receive a signal from my boxI was told that if the alarm code is entered soon after the alarm is activated that the signal is not sent and that this feature is necessary to prevent alarmsThere are two problems with this explanation for me First is I have had the alarm sound for a couple of minutes and then disarmed it and still not received a callThe other issue is my previous alarm company responded with a verification call with 100% accuracy so it seems like Frontpoint should be able to as wellOn a less critical note, the alarm siren is not very loud at allI can barely hear it upstairs in my house so I'm sure my neighbors can't hear itNot a huge issue because I didn't buy the system to alert my neighbors, I got it to alert the copsStill it would be nice to know that an intruder was being met with a blast from a siren that could be heard a block away rather than a moderately annoying shrill noise that sounds like one of my kids toysAnyway there you have itI still believe Frontpoint is the best of what's available and compared to other companies maybe they do deserve all the rave review they getIn terms of meeting my personal expectations over the or months I've had my system they are just okEdit: I wanted to mention that I had to truncate my review due to the character limit set by YelpThis made my review seem substantially more critical than I intendedHowever, I do stand behind my star evaluation

Good
Afternoon,
We want
to make sure every customer has an excellent experience with us, which is why
this customer’s complaint is being taken very seriously
On
10/6/one of our Support Supervisors reached out and was able to have a
discussion over the phone with the customer
about their recent experience which
lead to this complaint
Our
Support Supervisor explained to the customer that we had never received their
original cancellation email due to the email address, of the representative
they were sending it to, being spelt incorrectlyAlthough this spelling error
was made, we still believed that the customer should be refunded from present to the
time when they originally requested to cancel, which is a total of four months
of serviceOur Support Supervisor assured the
customer that the account had been closed on 10/so no further charges would
be incurredThe customer had expressed to our Support Supervisor that he was
happy with the resolution of this
Thank you, and please don't hesitate to reach out with any
question or concerns.Best,Teddy
M***
Frontpoint
Security

Good Afternoon,
We want to make sure
every customer has an excellent experience with us, which is why this
customer’s complaint is being taken very seriously
On 5/5/One of our Support
Supervisors spoke with this customer about the cancellation of their account
and the equipment
charge and monthly monitoring
charge that they incurred
The customer then told our
Supervisor that they disputed the monthly monitoring charge of $and the equipment charge of $totaling $with their bank and have received all
of their money back
On 5/11/Frontpoint
processed this customer’s returned equipment and ensured that their account is cancelled
Thank you, and please
don't hesitate to reach out with any questions or concerns
Best,
Frontpoint

Good Morning,
We want to make sure
every customer has an excellent experience with us, which
is why this
customer’s complaint is being taken very seriously
On 1/17/One of our
Support Supervisors spoke with this customer about cancelling one of their two accounts
and refunding the customer for the months of monthly monitoring charges that
they incurredThe customer did not want to provide an updated credit card for
Frontpoint to credit
Also on 1/17/
Frontpoint waived the past due monthly monitoring charge on this customer’s
account totaling $On 1/20/One of the
customer’s two accounts was cancelled and Frontpoint offered to credit the
customer’s active account as an alternative solution to receiving their refund
because there was not an updated credit card on fileThe customer accepted
this offerFrontpoint then applied a credit to the customer’s account totaling
$for months of monthly monitoring charges at $per monthThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint