FrontPoint Security Solutions

Recently found out that Frontpoint Security has the incorrect address linked to my alarm systemI've had my alarm system for year and months nowI signed the contract virtually through an email while on the phone with a customer service representative in the apartment I was activating service forSomehow the address was incorrect and no one knew until my alarm went off one night and the Police Officer was dispatched to the wrong location!!! The customer representative had no explanation for how the police officer was dispatched to the incorrect address or how Frontpoint had the wrong addressI can't believe I have been paying and LOCKED MYSELF INTO A MONTH CONTRACT in which a COMPANY NEGLECTED to provide me with NO ALARM for monthsI leave my home and set up my alarm yet I have had NO PROTECTION for months The customer service representative offered me month fee waive out of months This is absolutely unacceptableThis Company has failed to provide proper Home Security, I will fight this until I am compensated 100%

FrontPoint offers everything you expect from an alarm companyThe primary reason I switched was because other companies did not wont me doing my own maintenance on the alarm systemPlus my previous system was compatible with what FrontPoint provided so setup was already doneI've recommended this to several of my friends and a few even switched

They do a good job for usAlways helpful when we have called in with questions

Great experience with FrontPoint! Over three years with them, my price never changed, and service remained outstandingSmoke detectors operated as they should and I was always advised when they went offIt definitely gave me peace of mind!

Good Afternoon,Every customer matters here at Frontpoint, which is why this customer's complaint has been taken so seriouslyOnce this customer's Revdex.com complaint was received, one of our Support Supervisor attempted to reach out this customer via phone and emailThe customer called in a day later
and spoke with one of our Account Specialists that apologized for any frustration or confusion Frontpoint has caused, and sent the customer a pre-paid *** return label so they could return their entire system for a full refund.This customer has used that *** return label and Frontpoint is simply awaiting the customer's equipment to arrive, then a refund will be processed in full.We hope this resolution is to the customer's satisfaction, and if we can be of assistance in any other way please don't hesitate to let us knowThank you,Frontpoint

Hello,We want to thank this individual for bringing their complaint to our attentionWe strive to make sure each and every customer has a great experience, which is why made sure we investigated and addressed this individual's complaint.After receiving this complaint, Frontpoint's
Sales Manager made sure to delete this individual's information from any and all of Frontpoint's systemsWe also had this Sales Manager look into the calling techniques we use when potential customers give us their contact information online. We want to apologize for making this individual feel frustrated, and have addressed their requested resolution, resulting in no further contact. Thank you and please let us know if we can be of any other help.Best,Frontpoint

We want to thank this customer for bringing their complaint to our attentionWe strive to make sure each and every customer receives excellent customer service no matter what, which is why we are taking this customer’s complaint with the utmost seriousnessOnce we were notified of this customer’s Revdex.com complaint, we did extensive research on what actions could be taken by Frontpoint to address this customer’s desired settlementBelow are our findings based on all customer interactions/account details/inbound and outbound calls made between Frontpoint and this customer:This customer purchased a system from Frontpoint on 9/5/On 9/14/13, this customer called in to begin their activation processThe customer said they needed to go, and said they would call us back to finish the activation process.On 9/30/13, one of our Support Supervisors called the customer to encourage activation and the customer said they had been traveling but hopes to install “today or tomorrow”On 10/4/13, this customer called in to activateTheir system was showing a low battery because the red battery cords had not been connected properlyThe customer was assisted by one of our Support Supervisors and told that the battery would recharge automaticallyThen the “bypass” option was explained to customer and the customer chose to go on a day test periodAt no point did the customer mention any type of dissatisfaction with their system, and all issues we found and the customer mentioned were resolved by the end of the call.In this complaint the customer mentions contacting Frontpoint on the date of 10/7/We have looked at all customer interactions on this account in detail and looked through our monitor station’s contact records and have found no contact was made on this date to the customer or from the customerOn 5/29/14, this customer contacted us and spoke with one of our Account SpecialistsThis customer requested to cancel with no penalty because they said they didn’t like the system anymore and didn’t use itThen the customer stated their sensors were falling off their walls, but after further research our Account Specialist was unable to find any activity on the account that was out of the ordinary or pointed to a malfunction of the system. This customer then told our Account Specialist they would cut off payment from their card and disconnected the call, ending the conversationThe Account Specialist called the customer back and left a voicemail.After the disconnected phone call with our Account Specialist this customer was reached out to by phone and email on the dates of 5/29/(at night), and 6/2/with no success.Frontpoint gives its customers the option to reduce their payoffs depending on the length of time they are outside of their risk free trial period, a 3-Year agreement can be transferred to a person of the customer’s choosing to relieve themselves of all financial and contractual responsibility, or depending on the customer’s specific situation Frontpoint will work with the customer to come to a resolution both parties are satisfied withWe always work with customers on an individual level because we know that every situation is uniqueWe attempted, as detailed below, to work with this customer to find an agreeable resolution, however, due to lack of contact by this customer, Frontpoint was unable to do this.On 6/4/14, our Support Supervisor called the customer and was able to make phone contactThe customer explained that they just wanted to cancel their year contract without further obligationAt this time the customer repeated that they felt they should be able to cancel free of chargeOur Support Supervisor attempted to explain why we have an 80% contract payoff and what other options could be made available to themAt this time the customer stated they would file a complaint with the Revdex.com if Frontpoint did not let them out of their contract free of chargeThe customer also stated that the Support Supervisor they were on the phone with was “putting words in their mouth” and disconnected the call, ending the conversationOur Support Supervisor called this customer back and left a voicemail. On the dates of 6/6/and 6/10/our Support Supervisor attempted to contact this customer by phone and email without success to discuss cancelation optionsOn 6/12/14, our Support Supervisor emailed this customer to discuss other cancellation options, and the customer replied with the following: “I am travelingDo not have timeAs I have communicatedI am canceling the service due to its lack of success in working for our familyWe have not used it.”On 6/12/14, our Support Supervisor replied to this customer’s email by offering them to return all their equipment and pay a restocking fee of $and they would be responsible for no other payments or contract payoffsOn 6/16/and 6/18/our Support Supervisor emailed customer asking them to respond to the offer that was madeThese contacts were not successful and received no responseBetween 6/18/and 8/7/this customer received several emails a month regarding the past due balance on their account to encourage contact and payment of past due amount.On 8/7/14, this customer received a month past due payment notification by emailIt is our policy that Frontpoint sends these emails to customers when they become past due to encourage immediate contact and resolutionThis customer responded to that email with: “I’m out of the countryI have provided verbal and written communication since inception of the service a year ago that I don’t want itDoes not work for my familyDo not contact me any further.”On 8/7/14, one of our Support Specialists responded to this customer’s email letting the customer know we will comply with their request to no longer contact them, and that their account will be sent to a collections agency as of 8/25/14.No contact was made between the customer and Frontpoint after this last email was sent.Between 8/28/- 9/3/this customer’s account went through the process of removing monitoring services and Frontpoint’s authorization on the accountCurrently this customer’s account is with *** *** *** *** ***At this time, Frontpoint no longer has authorization over this accountWe are unable to access this account as it has been cancelled upon going to *** *** *** *** ***.*** *** *** *** ***is the acting party to which this customer can express their concerns to at this timeTheir information is provided below, and we encourage this customer to reach out to this agency and discuss their current financial options: *** *** *** *** ***.*** *** *** *** ***StLouis, MO ***###-###-####Frontpoint sees every customer experience as a top priority, which is why we offered this customer a waived payoff of $and only required payment of a $restocking fee and the return of their equipmentThis customer did not answer our offer and multiple emails regarding this offer before being sent to *** *** *** *** ***., therefore this is not something we can honor or apply to the customer’s account currently or in the futureWe aim to address every customer concern with the utmost care and respect, and we are happy to assist in any other way necessaryThank you, and please don’t hesitate to reach out if there are any other questions or concernsKind Regards,Teddy M***FrontPoint

the system has been installed for a few months and I'm very happy with it I've linked it with my phone and it's been great I can set it when I'm away and they were very responsive when I had an issue with a sensor in one of the rooms Overall, I'm a very satisfied customer and I'm happy I went with them

Date: Fri, Mar 31, at 11:AMSubject: Complaint resolutionTo: "[email protected]" Dear Sir or Madam, I submitted a complaint regarding FrontPoint Security Solutions, LLC on 3/29/The complaint ID is ***I am writing to inform you that the company reached out to
me and rectified my concernI consider the complaint resolved at this time. Respectfully, *** ***

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 01/27/This customer called into Frontpoint’s Support Department seeking a refund totaling
$for an
equipment charge
that they felt was incorrectThe customer was able to
speak with a Support Supervisor regarding the charge and they were able to
explain to the customer that the charge was made in error
Also on 1/27/Frontpoint was
able to submit the refund totaling $This refund was approved
immediately upon submissionOur Support Supervisor then sent a follemail to this customer providing
the transaction ID so that they may track the return of the funds to their
account
Generally, credits can take 3-business days to show up in
bank accounts so we encourage this customer to check their bank statement to
ensure that they have received their refund
Thank you and please don’t hesitate to reach out to us with
any questions or concerns

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
class="MsoNormal">Once Frontpoint received this customer’s complaint we made sure
to investigate the contract the customer signed and all supplemental email
conversations between the customer and their sales agent
On 9/we had one of our Sales Managers reach out to this
customer to not only apologize for any previous miscommunication via phone or
email, but also to let them know we canceled their order for them as requested,
refunded all of their money, and they should see a refund on their credit card
within 3-business days
On 10/our Sales Manager emailed this customer to confirm
that they did in fact received their full credit within a few days of 9/30, and
the customer confirmed they did and the process did not take a full days
We take all the steps necessary to address each customer
complaint fully and we hope this complaint has been resolved to the customer’s
satisfactionWe 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

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 9/7/customer called in and spoke to a Support
Specialist about issues with their system. The Support Specialist
offered
to troubleshoot with the customer. The customer declined, and requested
to cancel. The customer was transferred to an Account Specialist who
explained the terms of cancellation which would be 80% of the remaining
months for a total of $503.89. Customer requested to speak to a
manager. An Account Manager then offered to assist the customer with any
troubleshooting needed. The customer declined again, at which point the
Account Manager reiterated the terms of cancellation The Account Manager emailed contact
information to customer
Frontpoint received the Revdex.com complaint on 9/7/and a
Support Supervisor researched the account. Upon further investigation it
was found that customer called for troubleshooting on 2/26/and the issue
was resolved. On 1/18/customer called regarding a similar issue and
was provided a solution and it was seen that there was no further contact made
with Frontpoint regarding the issue
On 9/8/a Support Supervisor reached out to the customer
to assist with further troubleshooting but was unable to leave a voicemail,
therefore an email was sent.
On 9/12/the Support Supervisor attempted to reach out
by phone and a voicemail was unable to be left, so an email was sent.
On 9/12/the customer responded to the Supervisor’s
email requesting the Supervisor’s phone number
On 9/14/the Support Supervisor emailed phone
number.
Thank you, and please don’t hesitate to reach out with any
questions or concerns

From: *** *** Date: Fri, May 5, at 6:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Dear Revdex.com, After filing my
complaint with Revdex.com, I finally got Frontpoint to compromise and release me of my contract and service that I never receivedI thank you for thatAlso I wish to no longer file a complaint with Frontpoint as they said they will release me of my contractMy complaint id is ***Please remove my complaint of Frontpoint from your systemOnce again thank you. Best Regards, *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This was not the first time this type of "incident" happened, the entire time I've dealt with this company I've had issue after issueI refuse this I will not cash the paper check since they did NOT call me as they claimed they would when they decided what to do.
Regards,
*** ***

Quick to respondWorked with us when issues came upWould recommend to anyone!

Good Afternoon,Frontpoint
is dedicated to making sure each customer is satisfied, which is why we are
taking this customer’s rejection with the utmost seriousness.Despite
multiple breaches of this customer’s contract (listed below), Frontpoint has
provided the following resolutions:As
stated in the original response, Frontpoint has cancelled this customer’s
account and waived three past due monthly charges totaling $Frontpoint
has also waived 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 termAs
requested in the customer’s rejection, Frontpoint has mailed a prepaid ***
Return Label to the address on the accountOnce the customer returns all
equipment, a full refund will be issued.The
clauses within this customer’s signed contract that have been breached include:Section “You agree always to provide
Company with a current and valid credit card or other method of payment
acceptable to Company to which your Monthly Charges (and any penalties, fees,
or other monies due hereunder) can be billed”Section 8“You also expressly authorize
Company to contact you at such phone number, email address, or other contact
information provided, including through the use of an automated dialer, for all
purposes related to servicing or administering your account with Company,
including billing.”Section “The
parties agree that, in the event of Subscriber’s default it would be difficult,
if not impossible, to fix the amount of Company’s actual damagesTherefore, in
the event of any default or requested early termination of the Agreement by
you, without limiting the rights of CompanyCompany shall be entitled to
retain all prepayments received and you shall immediately pay to Company (a)
all payments then due and payable, and (b) percent of all payments which
would be due hereunder for the unexpired term as agreed upon damages and not as
a penalty; and Company shall have no further obligation to perform under this
Agreement.”Thank
you, and please don't hesitate to reach out with any question or concerns.Best,
Frontpoint

System has been all the company said it would be, reliable, effective and easy to use

We would
like to thank the Revdex.com for bringing this matter to our attention
We
reached out to the customer on May 7, and have sent the customer a supply
of batteries that will last the entire length of their agreement with our
companyWhile it’s uncommon for a system to need batteries so consistently, we
are more than happy to provide these for the customer at any timeWe have also
educated the customer on how to have their system notify them at any time if
their sensors are not reporting properly.
If the customer should need anything else or any more batteries, we
would be happy to help
Thank
you again for bringing this to our attention and please let us know if there is
anything else that we can assist with

Good Afternoon,We have been able to confirm as of 9/that this customer was credited $for a full system returnWe urge this customer to check their bank accounts to see that credit to their account. Frontpoint believes every customer should have an excellent experience even if it's during an account cancellationIf there is anything else this individual needs, or the Revdex.com needs from Frontpoint, please just let us knowWe are always happy to assist. Thank you,Frontpoint

Good Afternoon,
Frontpoint is dedicated
to making sure each customer is taken care of which is why every new customer is
given a 30-day risk free trial when they first order their systemThis trial
period is often extended to or even days for customers needing additional
timeThis gives customers plenty of time to test their system, determine if it
is the right fit for their home and contact Frontpoint directly with any
questions or concerns
If a customer does
decide to cancel during their risk free trial period, Frontpoint will always try
to address any concerns to keep the customerIf they do want to cancel we will,
without question, send the customer a prepaid *** Return LabelUpon return
of the system, Frontpoint will then issue the customer a full refund for any
initial equipment costs and monthly service fees the customer may have paid
We have looked at all customer interactions on this account and
looked through our monitoring station’s contact records and have found that no
contact was made from this customer in regards
to cancelling their account during their first daysThe first contact made
to Frontpoint with the customer’s request to cancel was on 5/29/
On 6/12/one of our
Support Supervisors offered to work with this customer by offering them to
return all their equipment and pay a restocking fee of $and they would be
responsible for no other payments or contract payoffs
Throughout the month of June that same Support Supervisor attempted to reach
the customer as detailed belowThe customer refused to acknowledge the offer
and has refused to work with us to come to a solution until this complaint
Frontpoint no longer has authorization over this account, therefore
we can no longer offer the same agreement that was provided to the customer in June
(06/14)This account has been cancelled upon going to *** *** *** *** ***
While we completely understand that this may be
frustrating, we encourage this customer to reach out to Rosenthal, Morgan, and
Thomas Incas they are the acting party to which this customer can express
their concerns to and discuss their current financial options:
*** *** *** *** ***
*** *** *** *** ***
StLouis, MO ***
* *** ***
Thank you, and please don’t hesitate to reach out if there are any
other questions or concerns
Kind Regards,
Teddy M***
Frontpoint