FrontPoint Security Solutions

I have a larger connector on a sliding door in my bedroom due to the bedroom is a long way from the control panel. It keeps falling off the location where I have it attached. You have sent me more adhesive but it's so heavy it still comes down. I have 8 foot doors so every time I have to get a ladder.
Another question is if my alarm goes off (and occasionally we forget to disarm),we never get a call from you so we don't really know if it is working or not!!

The product works but I'm not sure about customer service. I get a lot of errors on the webpages and no one contacts me to let me know of these errors. I don't even get a monthly or annual review phone call or email. The worst part about this product is that Frontpoint is a 3rd party company and they are amongst MANY companies of this sort. The real owner of the software is ALARM.COM and you never get to talk to them. And even worse, Frontpoint is at the mercy of Alarm.com but they don't want to tell us customers that! Nooooooo. But I know. I've been in the computer business all my life and for the past 35 years, I've been amassing knowledge of how this process works. I feel bad for Frontpoint but ALARM.COM are the evil entities here and ALARM.COM makes Frontpoint look bad. So ALARM.COM really should be reviewed here -- NOT Frontpoint.
Lastly, streaming video for your video cameras times out after 2 minutes, so you have to click refresh on your computer every 2 minutes if you want to keep watching your cameras. That's a MAJOR hassle. To circumvent this, you have to do 2 things. The first one is that you need to set up something called "port forwarding". If you don't know what it is, don't even bother trying. Frontpoint is not authorized to help you set this up. You will probably have to pay your cable company to have them come in and do this. The second thing you need to do is pray. Pray that your browser will work with port forwarding. In my house, I have 8 different computers which have 5 different operating systems. They all have Frontpoint and I've used the website with IE, Firefox, Chrome, Safari, and Edge. The best one is IE but good luck with that one. It requires both Java and Active-X. Frontpoint will tell you that Java is not being used anymore but they are getting bad information from the guys up front - ALARM.COM. Remember them? If your Internet IE settings are not set up properly from the get-go, it won't work. Java will get in the way. And if you try to RESET your ID settings, that won't work either. Chrome and Edge use too much CPU and post-shutdown resources. They are no good and Frontpoint will tell you not to use them anyway. Firefox works great except that you have to use several "add-ons" to get the video webpage to work properly. I know what those add-ons are but I would have to publish this information because there are thousands of add-ons and I've already done the research. I told Frontpoint but they don't want to hear it. Remember, I'm only talking VIDEO in this paragraph.
The bottom line here is that we as customers really need ALARM.COM to be our customer service agent. The people at Frontpoint just don't know the problems we users/customers have with this product. They will listen and open a problem ticket for you but it usually goes on deaf ears (ALARM.COM). This product can do a lot but you need to do most things yourself via trial and error and some good old fashioned research! ALARM.COM will not talk to us.

Good Afternoon,
It is very important to us that every customer is taken
care of and has an excellent experience interacting with Frontpoint, which is
why this customer’s complaint is being taken very seriously.  
class="MsoNormal">On 3/31/2015 one of our Support Supervisors reached out to
this customer to address all of the customer’s concerns. This supervisor
explained in detail to this customer how our system monitoring works and how
the customer’s system was consistently monitored throughout the three years
this customer was with Frontpoint. The customer then expressed a concern
regarding our cancellation process and a request to email Frontpoint saying
they agreed to cancel their contract.
It was at this time our Support Supervisor assured the
customer that we would go over this email request with the representative’s
manager and take all necessary action on our end with that representative. In
addition the supervisor let this customer know that we would credit the
customer for their final monthly payment of $42.99. The customer expressed
appreciation for the call from our supervisor and our effort to resolve their
concerns in this complaint.
On 3/31/15 one of our Support Team members confirmed that this customer’s credit of $42.99
was approved and would be applied to their account within the next few business
days.
We make every effort possible to address each customer
complaint fully and we hope this complaint has been resolved to the customer’s
satisfaction. We 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

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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

We would like to thank the
Revdex.com for bringing this customer’s concerns to our attention.
 
Immediately after receiving
the customer’s complaint from the Revdex.com we reached out to this customer to learn
more about their experience with our company. The customer does not believe
that the system is secure enough for their security needs. In an effort to
honor our relationship with this loyal customer, we will be releasing them from
their agreement with our company in July, as the customer has requested.
 
Thank you again and please
let us know if there is anything else that we can provide.

Frontpoint provides excellent technical support.

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 12/5/2017 One of our
Support Supervisors spoke with this customer regarding their concerns with
their equipment being thrown out by the contractors in their home. Our Supervisor
then offered the customer two resolution options.
Option 1:
The customer would purchase new equipment, totaling 339.92, and hire an
electrician to professionally install their new equipment. Frontpoint would
then reimburse the customer up to $200 for the electrician.
Option 2:
Frontpoint offered to
cancel this customers account and lower the customer’s early termination fee of
$1,043.77 to $544.95.
As of 12/11/2017
Frontpoint has not heard back from this customer. We encourage the customer to
work with our Support Supervisor so that we may move forward with one of the
above resolutions.
Thank you, and please
don't hesitate to reach out with any questions 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
From: [redacted] Hutton <[email protected]>Date: Sat, Jul 18, 2015 at 9:24 AMSubject: Re: Frontpoint RefundTo: Revdex.com of Metro Washington DC <[email protected]>Hello, just to let you know that Frontpoint has refunded my account - thanks for all your help.

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 2/13/2017 One of our
Support Supervisors spoke with this customer in regards to their full system
refund and assured the customer that their refund, totaling $135.94, would be submitted
and approved that same day.
Also on 2/13/2017, Frontpoint
approved the refund totaling $135.94. Our Support Supervisor then emailed this
customer the Transaction ID so they could ensure their refund goes through to
their financial institution.
Generally, these credits
show up in the customer’s bank account within 5-7 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 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.  
class="MsoNormal">On 11/7/2014 one of our Support Supervisors made sure the credit was approved for this customer. Our Support Supervisor then reached out
to the customer and spoke with customer’s wife. The customer was not able to
speak at that time so our Support Supervisor then left his contact information
with the customer’s wife.
On 11/10/2014 one of our Support Supervisors was able to
have a discussion over the phone with the customer about their experience and
what led them to this complaint.
Our Support Supervisor apologized for the inconvenience the
customer had experienced and then confirmed the credit had been approved for
the customer’s refund in regards to the returned equipment he was charged for.
The customer had then verbalized that he was appreciative for the call and for
getting his credit issued back to him.
Thank you, and please don't hesitate to reach out with any
question or concerns.
Best,
Teddy M[redacted]
Frontpoint Security

I love Front Point. I was skeptical at first, but wanted a home security system. I asked tons of questions and every one of them were answered until they knew I understood their answer or solution, and they love hard questions. I found that they have a lot of features that I wouldn't have thought of, but now can't live without. We've had some false alarms (all my fault) and then one real break in to our garage. Front Point stayed on the line with me very patiently until the police arrived. Protecting our property just that one time (expensive tools, bikes, new car, etc) was worth every penny I've paid to have Front Point. They are #1 to us!!!

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

Although this was not the best solution for me as I still have to pay out more than $200 to cancel, I felt that I had no choice.  To say I am satisfied is a stretch but I guess it is what it is.  I'm more glad the relationship is over. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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.  
On 6/5/2015 one of our Support Supervisors
was able to speak with the customer and address...

their concerns.
Our
Support Supervisor then offered to refund the customer June’s monthly monitoring
charge of $42.99 and allow the customer to cancel their account without any
termination fees. The customer accepted this offer.
On
6/8/2015 our Support Supervisor
reached out to the customer to follow-up and make sure that the customer was
satisfied with Frontpoint’s resolution to their concerns. The customer stated
that they were satisfied with the agreed resolution.
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We returned home feeling well satisfied from a wonderful brunch at a local cafe. But when we opened our door and walked into the kitchen, there was one of our fire safes on the counter and the door to the backyard was ajar. My heart raced as it seemed that we just missed the intruder. The culprit had climbed up onto our porch roof, tore off a screen and removed a window fan to gain entry. It looked like they had searched all over the house in vain for the key to the safe. We had a deep sense of unease and violation of our home. It was time to find a security system.
The internet is a great place to search for solutions, but it can be overwhelming to find the right solution amongst all the possible solutions available. A great review on thewirecutter.com led me to Frontpoint as the solution for our needs. w could buy the sensors to provide the level of protection we needed and install them ourselves. The system relied on a cellular connection to a monitoring service for alerts and alarms that was hard to defeat. All the alerts also sent texts and emails to our cell phones. We could supervise the system over the internet from anywhere we traveled. For a reasonable monthly fee our fire/smoke, motion and temperature sectors provide us the level of protection we need to enjoy our trip to the store our weeks away without concern for our home 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 4/13/2016 One of our Support Supervisors attempted
to contact the customer to address their concerns in regards to their...

refund though
was unsuccessful. A voicemail was left and an email was sent.
In addition to contacting the customer, Frontpoint then approved
the credit request for the customer’s full system return totaling $220.00.
On 4/15/2016 Our Supervisor made a
second attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/18/2016 Our Supervisor made a
third attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
On 4/19/2015 Our Supervisor made a
fourth attempt to contact the customer to follow up on their refund though was unsuccessful.
A voicemail was left and an email was sent.
At this time, Frontpoint has not heard back from this
customer. Refunds generally show up in the customer’s bank account within 5-9
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

I have had my Frontpoint system in place for about a year. Every issue or problem (and there have been relatively few) has been handled quickly and with pleasant efficiency. All the reps I've dealt with are super friendly ; the monitoring company reps, likewise.

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
6/7/2017 A Support Supervisor reached out to the customer after receiving their
complaint and attempted to discuss their...

concerns.  The call was
disconnected shortly after our Supervisor introduced themselves. Our Supervisor then sent an email offering to address the customer's concerns. 
On
6/8/2017 Frontpoint reached out to the customer via email explaining the
functionality of their system. It was also explained to the customer that
Frontpoint would not be able to offer a refund of 3 monthly monitoring charges as their system had been functioning properly. Finally, the Supervisor provided
the requirements the customer would need to complete the account cancellation.
Also
on 6/8/2017 The customer responded back to our Supervisor with their concerns
and request to cancel.
On
6/12/2017 Frontpoint reached out via email to notify the customer that the
account has been cancelled and that as a courtesy, the Supervisor would be
waiving their final monthly payment
of $49.99.
At
this time, Frontpoint has not heard back from this customer.
Thank
you and please don’t hesitate to reach out to us with any questions or
concerns.Best,Frontpoint