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 7/8/One of our Support Supervisors was
able to speak with this customer via emailFrontpoint offered to allow
the
customer to return their system and receive a refund for their initial purchase
price of $The customer then received a prepaid *** return label so
they could pack up their equipment and send it back
On 7/9/Frontpoint submitted a credit
request in the amount of $for July’s monthly monitoring
On 7/10/The credit request was approved
for July’s monthly monitoring
On 7/14/Frontpoint submitted two credit
requests totaling $These credit requests were approved on the same day
and the account has been cancelled
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

Good Afternoon,
Every customer's satisfaction matters greatly to us, which is why this customer's complaint has been investigated thoroughly and taken so seriously.
*To protect the security and privacy of Frontpoint employees and this customer, we
have removed names, addresses, and contact phone numbers from any exchanges listed below with an underscore "______" *
On 8/one of our Support Supervisors went through every interaction on this customer's accounts to figure out where any mis- communications may have taken placeThen our Support Supervisor attempted to reach out to this customer and explain everythingThis customer did not respond to that phone call or email on 8/8/-our Support Supervisor emailed and called this customer to discuss their complaint.
8/5- this customer emailed our Support Supervisor back with this text:
"DEAR
MR ______, OUR SYSTEM FAILED AFTER ONLY MONTHS OF USE. YOUR
UNDERLINGS SHOULD BE CALLED ON THE CARPET. I HAVE NEVER IN MY LIFE CAME
IN CONTACT WITH SUCH AN INSCRUPULOUS COMPANY IN MY + YEARS. WE
CALLED YOUR COMPANY IN MARCH JUST AFTER THE CONSOLE FAILED. THEY
SAID IT WAS OURFAULT AND STILL KEPT CHARGING OUR BANK ACCOUNT AT _______ INDOLE IN PAHRUMP, NV. THE BEHAVIOR OF YOUR EMPLOYEES WAS RELENTLESS
AND TOTALLY WRONG. FURTHERMORE YOUR COMPANY WOULD OVERRIDE OUR BLOCKS
ON OUR ACCOUNT AND CHANGED THE NAME OF FRONTPOINT TO THE ALARM SERVICE
ALTERNATIVELY TO TRICK THE BANK. WE SOLD OUR HOUSE IN JANUARY OF
AND MOVED TO FL I AM DISABLED SO I GAVE IN TO THE EXTORTION AND FEAR
OF A LOWER CREDIT RATING A FEW MONTHS. THE BUTTKICKER IS WHEN IN EARLY
MAY THERE WERE CHARGES ON OUR ACCOUNT ON THE SAME DAY IN MAY OF
2015. I COULD GO ON AND ON ABOUT THIS IGNORAMOUS FRONTPOINT INJUSTICE
SINCERELY, ________________ PS- YOU CAN CALL MY WIFE AT _________________ THANK YOU"
8/6- our Support Supervisor called, then emailed this customer back with this text:
"I
took some time to review your account and I understand your
frustration; I wanted to address a number of points that you mentioned,
and offer some resolutions for the various components of the situation.
Firstly, I do see that we did speak with you in March of
regarding an uncertainty you had about the sensors reporting correctly,
but we were able to address your concerns, and revisited the issue with
you later that July. I do see the issue you mentioned with your system
in March of 2013, months after getting your system. The panel
reports it began having communication issues at this time (March 15th,
to be exact). Now I do see right around this period that you had some
trouble, an individual had entered the home (not a break-in, but an
individual over at your property) and was unable to disarm the system.
According to our notes, at the time you were away from the home, but had
cancelled the alarm with our monitoring station. Later that month,
around the 26th, we contacted you and you let us know that the system
had been in alarm and you’d been unable to turn off the system, so the
wires on the panel were cut, and we let you know we could troubleshoot
the situation, but that someone would need to be home to do so. There’s
also a note that you stated the system was gone at this time. I’d like
to apologize if any information was relayed to you at the time that we
would not troubleshoot or work with you on reestablishing communication
for your system. I don’t see any notes of it on your account, but if
that information was relayed to, I’m sorry for the impression it left
I’d also like to address the concern regarding changing the billing
name. I do see that this occurred right around July of 2012, before the
issue with the panel occurred. It appears that what triggered this was
a changeover from direct billing by us to billing by a third-party
partner company that we use, My Alarm Center. I assure you, this was
not in any way a nefarious attempt to circumvent any billing blocks you
placed; in fact it appears that this change prompted you to issue a
chargeback for the month of July and decline the following months of
billing for August and September, although we were later able to resolve
this concern with you. While I do understand that you were dealing
with some technical issues with the system over the course of your time
with us, we did attempt to troubleshoot the technical issues and get
your system working to your expectations with you (although you declined
the assistance at the time), but these issues do not preclude you from
paying for the service that is made available
You did let us know that you moved in from the area, although you
did not notify us of your move in January of until July of the same
year. While we endeavor to work with our customers on helping them
move the system, or discussing the options available to them, we cannot
do this without knowing that you will be moving. It does look like you
spoke to us on more than one occasion about cancelling your account
(both before and after your move), but fell out of contact with us
before settling the cancellation, which includes both written
confirmation of intent to cancel, and payment of 80% of the remaining
balance on the agreement. According to our notes, it also appears that
we discussed this with you as well, right around July of 2015, and made
it clear at the time that you were still within contract
Finally, I would like to address the issue of the multiple attempts
at processing payment in the month of May. I do see numerous attempts
to process payment over the course of that month, but I do not see any
successful payments on our side. I’d like to be able to confirm these
charges from your side, and determine your billing situation with us at
present. Currently, your account is marked as being months past due,
however I understand there have been a number of billing concerns over
the course of your time with us, and I intend to evaluate those myself
and determine the correct status of your account, and try to explain and
settle the charges that you see in the month of May
With all of this in mind, here is what I propose: I will look into
the billing situation to determine if any overpayments have been made,
and should you be able to verify that these charges were assessed and
not refunded (as I do see there have been a few chargebacks while you
have been with us), we can refund those payments. Additionally, as long
as the corresponding written notice can be provided, I can get your
account cancelled out at the end of this month, waive the aforementioned
past due balance of $85.98, and run no additional payments (neither
monthly charges, nor a termination payment). I understand that at this
point you are no longer looking to continue business with Frontpoint,
and would like to make the process of concluding service with us as
simple as possible at this point. If this arrangement is agreeable to
you, please let me know and we can proceed with this arrangement."
8/9- the customer responded to our Support Supervisor with this text:
"DEAR
MR_________, THERE ARE SEVERAL REASONS TO DISREGARD YOUR CONTENTIONS.
FIRST OF ALL THE DATE OF MALFUNCTION WAS MARCH OF ON THAT DAY IT
WAS LATE AFTERNOON. ON THAT VERY SAME DAY YOUR COMPANY KNEW WE HAD NO
PROTECTION OF THE ORIGINAL SERVICE. SOMEONE FROM YOUR COMPANY TOLD ME
ON THE PHONE THAT MY WIFE AND I WOULD HAVE TO PAY YOU $FOR A NEW
OPERATING STATION. AT NO TIME THROUGHOUT THIS ORDEAL DID ANYONE OFFER
TO COME TRY TO FIX THE THE PROBLEM. THIS IS NO WAY TO RUN A LEGITIMATE
COMPANY PERIOD. THERE ARE OTHER DATES YOU MENTIONED AN SO FORTH THAT
JUST ARE NOT TRUE. FURTHERMORE WE KNOW THAT YOU KNOW THAT WE WERE OUT
OF SERVICE FROM MARCH 2012, WHICH IS ONLY MONTHS AFTER YOUR SERVICE TO
JAN 2014. YOU ARE THE GUILTY PARTY IN THIS MANNER NOT USIF YOU
HAD TOP GRADE EQUIPMENT THIS NEVER WOULD HAVE HAPPENED AND THE WHOLE
FIASCO NEVER WOULD HAVE HAPPENED. THE LAW SAYS THAT A WRITTEN AGREEMENT
IS A TWO WAY STREET. YOUR COMPANY BROKE THIS AGREEMENT AND IN
ADDITION HARRASSED US UNFAIRLY. ONE EMAIL FROM ALARM CENTER AKA
FRONTPOINT EVEN DID WHAT I WILL DESCRIBE. THE AMOUNT OWED AFTER THE
LAST DIGIT I BELIEVE TO BE A NUMBER NINE. WHOM EVER WROTE THE EMAIL
FOLLOWED WITH ATLEAST 10-NUMBER NINES IN RED PRINT.THIS IS A FORM OF
CORPORATE BULLYING. YOU DO THE MATH. YOU REFUSED TO SEND US A
OPERATING SYSTEM IN MARCH 2012. THESE ARE THE GRIEVANCESWE HAVE A
GOOD COMPANY NOW THAT REALLY WORKS. REGARDS, _________________"
8/10- our Support Supervisor emailed this customer back with this text:
"Perhaps then you could clarify for me what you mean by no protection? I do see that we did speak to you in March of regarding some technical concerns about some of the sensors. We tested them with you and confirmed they were reporting (although of them were on windows that you could not open). We also added in some new sensors that you had ordered and confirmed they were working as well. We also triggered the alarm with you and verified that signal communication was working fine. This occurred on 3/16/2016.
Were there other issues that occurred at this time that perhaps aren’t notated? I can assure you though, the technical issue that I reference earlier where the panel was rendered completely unable to communicate (when the wires were cut), did occur in March of 2013; based on the information your panel reported before it stopped communicating, it lost power on 3/13/2013, and stopped communicating altogether on 3/15/2013. At this time, we did discuss troubleshooting with you, but we are a self-install system, so we would not have been able to send someone out to resolve the issue. While our support specialists are trained to work with you to resolve issues, we do not have technicians that we can send out to resolve technical issues. As far as your concerns about the agreement, I would be happy to provide you with a copy of the contract, to make sure we’re both looking at the same agreement. The times we reached out to you were regarding a past due balance on the account. While we certainly don’t try to harass our customers, we do have a team that contacts customers with past due balances on their accounts. As far as the email that you received that you felt was bullying, would you mind forwarding it to me if you’re able? I’d like to look into that matter.
While I’m glad that you’ve found a company that works for your security needs, I also wanted to address your account with us. As I stated before, I can authorize cancelling out your account at the end of this month and waiving the month past due balance, but we’ll need to receive a written confirmation of intent to cancel from you. If this is something you’d like to pursue, I’ll provide you with the formatting rules so that you can get the account cancelled out as easily as possible. "
On 8/our Support Supervisor called this customer, and left a voicemailAlso emailed this customer offering assistance in canceling their account if that is what they would like to dothis Supervisor re-stated the cancellation offer to this customer and asked them to reply via phone or email as soon as possible.
On 8/our Support Supervisor called this customer, and left a voicemailAlso emailed this customer offering assistance in canceling their account if that is what they would like to dothis Supervisor re-stated the cancellation offer to this customer and asked them to reply via phone or email as soon as possible.
As of present (8/24), we have not received any response from this customerWe have offered to cancel their contract for no fee, and if confirmed with the help of the customer, we would be happy to pay back any double billing that they feel might have occurred At this time we urge the customer to reply to our Supervisor's communication attempts to accept or discuss the offer they have been extended.
Please let us know if we can be of any help to the Revdex.com or this customer in the future, as we're more than happy to assist in any wayThank you,
Frontpoint

To Whom This May Concern,On 12/7/one of Frontpoint's Supervisors reached out to this customer to address the concerns they listed here on their Revdex.com complaintOur Supervisor lowered this customer's payoff to just $and the customer said they were very happy with this solutionThis customer is
now canceled and their contract had ended.Please let us know if we can be of assistance in any way going forward.Best,Frontpoint

To Whom This May Concern,Frontpoint takes customer satisfaction very seriously, and we try to ensure every customer has an excellent customer experienceThis is why Frontpoint is taking this customer's complaint so seriously.On 10/06/a refund of this customer's original payment
($110.94) was approvedOn this same day their system was re-routed while in transit to ensure this customer did not receive their system.We have agreed with this customer's requested resolution, and we encourage this customer to check their statements to see that refund issued.If we can be of any help or assistance to the Revdex.com or this customer please let us know.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 that the informatin is relatively correctThey did resolve the issue and we did agree to to cancel the contract, but were not happy that they did not give us any other options
Regards,
*** ***

I have been very happy with the service that has been provided It was easy to install and the price is very reasonable Also the customer service when I have had to call has been excellent Thank you for keeping my property safe!!!!

I have been using FrontPoint Security for over a year now I find their system gives me peace of mind not only when I am away from home, but also when I am at home The audible notification that sounds when a door opens alerts me that someone is entering the property The smartphone app & text alerts are great I have found their customer service team are helpful & easy to communicate with I would highly recommend FrontPoint to anyone

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 4/19/One of our
Sales Managers spoke with this customer in regards to their Sales experience and
offered to speak with our Retention Team to find a solution to this customer’s
situationOn 4/20/One of our
Account Specialists spoke with this customer and apologized for their poor
experience and offered to extend their contract for monthsIn addition,
Frontpoint offered to credit the customer months of Monthly Monitoring,
totaling $104.97, upfront so the customer does not incur any charges until
August 1st, The customer accepted this offerAlso on 4/20/
Frontpoint approved the credit totaling $Thank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

From: Erin R*** Date: Fri, Apr 15, at 3:PMSubject: Complaint ***To: [email protected], Frontpoint security's supervisor has contacted me and we have come toa resolution for me to return my system and cancel out the agreementat no cost to me.Thank youErin
R***

Good Morning,Frontpoint is dedicated to making sure each customer is taken care
of which is why we are taking this customer’s rejection with the utmost
seriousness.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.Based on the coverage maps provided to Frontpoint from our cellular
providers, this customer’s address would have full coverage like other current
customers in their cityFrontpoint did understand that this customer did not
believe they had proper coverage which is why Frontpoint honored the customer’s
Risk Free Trial Period by allowing the customer to return their system for a
full refundIn addition, to help this customer, Frontpoint extended this customer’s
Risk Free Trial Period from days to days to ensure they had ample time to
return their system for a full refundOn 1/17/One of our Account Specialists sent the following
emails to this customer in regards to their Prepaid *** Return Label:
“Date/Time:
01/17/4:PM
Sender: [email protected]
Recipient: __________@***.com
Subject: Shipping Label from FrontPoint Security
Body:
Hello ________ _____,
Please
find attached the shipping label for your return; the tracking number for this
label is ***If you have any questions, please don't hesitate to
contact FrontPoint Support at 877-60-ALARM
Best
Regards,
Frontpoint Support”
“Date/Time: 01/17/4:PM
Sender: [email protected]
Recipient: __________@***.com
Subject: Frontpoint - Follow Up
Body:
Hello _______,
Thank you
for reaching out to me todayI have sent you the *** Return Label for your
systemPlease let me know if you have any further questions or concerns
Sincerely,
____ ______ | Account Specialist
Frontpoint
t___.___.____ f___.___.____
Spring Hill Road, McLean, VA
More Than Secure, Expect to Feel Great
*** | *** | ***+ | ***
The
information contained in this email message is intended only for the personal
and confidential use of the designated recipient(s)For important information
about electronic mail, please view our email disclaimer(c) FrontPoint
Security Solutions, LLCAll rights reserved”
Frontpoint did not hear back from this customer for monthsIn
addition, Frontpoint did not receive this customer’s equipment backOn
08/18/The customer called in stating that they had the box of equipment in
their home and still wanted to return the system for a full refundOur Support
Specialist then explained that, per Frontpoint’s contract, Frontpoint does not
except returns of equipment this far into their contractAs stated in our previous response, Frontpoint is willing to work
with this customer and waive their early termination fee of $and cancel
their accountThe customer would simply need to pay Frontpoint the balance of
$for the $past due balance and the $fee to have their account
pulled from our collections agency and reinstatedOnce reinstated, Frontpoint
will cancel this customer’s account with no further paymentsIn addition, we encourage the customer to contact our Support
Supervisor so that we may come to a resolution as our Supervisor has not heard
back from this customer since their last email on 10/5/Thank you, and please
don't hesitate to reach out with any questions or concernsBest,
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 11/20/One of our
Support Supervisors was able to speak with this customer regarding their
concernsFrontpoint offered the customer the features of our Interactive plan
($44.99/month) for the price of our Protection plan ($34.99/month) until May of
The customer accepted this offerThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

The response time to alarms is excellent Fortunately, they were alarms but I was impressed with FrontPoint's response time nonetheless However, I have had equipment issues I've had to replace the pieces on my front door a couple of times and they still don't work!

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 seriousnessDespite
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 term
As
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 issuedThe
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 “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 concernsBest,
Frontpoint

They have answered quickly when the alarm went off The alarm going off was a alarm because my cleaning ladies didn't understand how to work the system

A great service at a good price

Good Afternoon,
"
line-height:normal">We want to make sure every customer
receives a superior service experience which is why we are taking this
customer's complaint very seriously
On 3/6/
one of our Support Supervisors reached out to this customer and apologized for
any miscommunications/confusions there might have been between this customer's two
accountsThis Supervisor spoke to this customer and explained what happens if
the customer unplugs their system, and there is still a need to call in/write
their request to cancel service The
customer insisted this had already happenedTherefore, our Support Supervisor
told the customer we would honored their request to refund them for the last
months of monthly service fees, (since the panel was unplugged) and we are
canceling their service currentlyThe customer agreed to this resolution
We make every effort possible to
address each customer complaint fully and we hope this complaint has been
resolved to the customer's satisfactionWe are always happy to assist in any
other way needed
Thank you, and please let us know if
there are any other questions or concerns
Best,
Frontpoint

Good Morning,
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.  
On...

3/9/2015 one of our Support Supervisors reached out to
this customer though was unable to get in contact with him. Our Support
Supervisor then left a voicemail on their primary phone number, because the
secondary number was out of service, then sent an email.
On 3/11/2015 our Support Supervisor made a second attempt to get in contact
with this customer though was unsuccessful. Again, a voicemail was left on
their primary phone number and an email was sent.
On 3/12/2015 our Support Supervisor made a third attempt to
get in contact with this customer though was unsuccessful. A voicemail was left
on their primary phone number and an email was sent.
On 3/18/2015 Our Support Supervisor made a fourth attempt to get in contact
with this customer though was unsuccessful.
Frontpoint is dedicated to making sure every customer is
happy no matter what the issue may be. We have reached out to this customer on
multiple occasions though have been unsuccessful in getting in contact to
resolve this customer’s concerns.
As always, we are happy to help so if there is anything more we
can do please let us know.
Best,
Frontpoint

The only I problem I have: The two sided tape tends to loosen and the sensor falls.
NOTE: MY LAND LINE: 281) 867-4451 WILL BE CANCELLED.
DO I NEED A LAND LINE TO HAVE THE FRONT POINT?

Our FrontPoint Home Security System is great, and its security devises are "top- notch" and trouble-free. We've conversed directly with FrontPoint support and monitoring staff on several occasions regarding system procedures and capabilities. We've become very comfortable with and confident in our FrontPoint home security system. The time and effort applied to defining our security needs and thoroughly researching numerous options allowed us to make an informed decision. FrontPoint is a crucial player in our 24/7 efforts to protect family, home and property.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: There Is  no one that lives in the Amboy Area That has Frontpoint Security because it does not have Wireless working settings for this area therefore it would Never work and I have talked to neighbors and no one has ever had or used Frontpoint Security and the company should have known that before they sent me a Box and still charged my Credit card for services not available. I would give this Company an F for everything customer service, reliability, knowledge of company service, accommodation for installation.   I am a Disabeled Veteran and this company does not recognize us or give any promotions or credit besides knowing that their system is not workable in the area I Live. I think that is descipiable that they are so money Hungary. I Nevervreceived a postage return label to send this box back to them
Sincerely Regards,
[redacted]