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 12/22/2016 One of our
Support Supervisors spoke with this customer in regards to their desire to
cancel. Frontpoint allowed this customer to return their system and waive the
contract payoff totaling $683.85.
The customer accepted
this offer and will be returning their system via the prepaid [redacted] return
label that Frontpoint sent to them. Once the equipment is received, the
customer’s account will be cancelled and our Support Supervisor will email the
customer a confirmation email.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

Easy to set up and configure. The technical support is superb. Need to move a sensor and rename it? just call and get it done. Need batteries or new sticky tape? Just call and ask for it. We moved from our former residence and were able to take all our stuff with us and FP sent me a move kit with fresh sign and sticky tape. Once moved, a 15 minute call got me situated and sensors renamed to suit me.
What I really like is that they always try to contact your first two numbers first, before calling the police or fire dept., which is what ADT was supposed to do, but the few times we had a false alarm with ADT, all I got the chance to find out was that emergency services were already on their way!

good system, but need better connection with sales rep.

[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]

I believe simply safe is better. Cant wait to get out of front point what a rip off

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.  
class="MsoNormal">On
12/15/2014 one of our Support Supervisors was able to get in contact with the
customer and confirm that their account has been cancelled and that they would
no longer receive any other contact from our company in the future, as they
requested.
Thank
you, and please don't hesitate to reach out with any question or concerns.
Best,
Teddy
M[redacted]
Frontpoint
Security

Good Afternoon,
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 9/8/14 at 7:40pm one of our Support...

Managers was able to
reach out to this customer and address their concerns via email and then phone
about their previous alarming events and their desire to have anyone from our company
stop calling them, but also to cancel their contract. Customer asked for a
later call to discuss details of a resolution.
On 9/9/14 at 10:08am our Support Manager was contacted by
the customer, and at the end of that conversation, both parties agreed it would
be fair to let this customer out of their contract for free and have no contract
payoff.
On 9/9/14 at 10:11am our Support Manager notated on customer’s
account that the account and contract were to be canceled as of 9/30/14. On the
same day at 10:16am this customer emailed our Support Manager detailing that
they agreed to the terms of this resolution and cancelation. The Support
Manager also contacted our billing department and asked them not to touch this
customer’s account and to not charge for any further fees.
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,
Teddy M[redacted]
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 6/3/2015 Frontpoint processed this customer’s
returned equipment and submitted a credit request for all charges this...

customer
made.
On 6/4/2015 Frontpoint approved the credit
request for a monthly monitoring charge of $34.99 and an equipment charge of
$100 totaling $134.99.
Generally, these credits 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 questions or concerns.
Best,
Frontpoint

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Thank you for contacting Frontage regarding my complaint. I am rejecting their response for the following reasons:
(1) The style and nature of the "account specialists" is one where they are trained to continuously repeat the same corporate statement. They never listened to my clear, concise requests because it is not what they wanted to hear. They just wanted me to use a defective and cheap system even though I repeatedly shared that it did not work for my family and we wanted to return it. Even though I never used it (if they keep such meticulous records the logs would support that fact) and paid for it for seven months even though I did not use it (via having my credit card on file).
(2) The account specialist stated during one of  our calls that I should consider transferring the service and contract to a friend it is did not want it. I shared that I never heard of such a policy and that I would never recommend or suggest that a friend use a service that I would not use myself. The account specialist also shared that in their company business model, Frontgate pays for the system up front and will lose money if I do not pay more my contract. Very inappropriate. Not a hassle free return policy.
(3) An account specialist stated that they would compromise and have me return the equipment and pay a compromised fee, but they never stated what the fee would be. Even if they did, I would not have agreed to it. I have paid them for seven months with my credit card on file and even after requesting that they not charge my credit card, they did anyway. I had to go to the trouble of canceling my credit card to stop the payments.
(4) The account specialists called me repeatedly at varying times of the day even though I asked them not to. I had their calls blocked from my cell phone as not to be disturbed at home any work any longer. I also blocked a continuous barrage of emails to my account.
(5) I will not reach out to the collection agency as they suggest. Sending me to a collection agency was a  choice Frontgate made, not me. 
I will have pay this fee and I will not allow this company to damage my extremely high credit rating. I respectfully request that Frontage and the collection agency cease any further requests of payment and do not contact me any longer.
Last note, I shared with one of the many account specialists that I was the founder and president of a successful ecommerce company and I wanted to try their service as I admired a novel business model and product. Unfortunately the service did not work for me and my family as expected. I did contact them in early October and asked that the return policy be instituted which they ignored. They need to drop this. Shared my dissatisfaction, but they did not want to hear it. Terribly disappointing.
I look forward to your continued assistance.
Respectfully,
[redacted]

Great easy to use system. The monerating charge could be and should be a little cheaper
per month.

Good Afternoon,
Making sure every customer has an excellent customer service experience and a reliable security system is something we take very seriously which is why we have thoroughly investigated this customer’s complaint.
class="MsoNormal">On 9/5/14 at 12:59pm one of our Support Managers reached out via email to this customer and asked for the best time to speak on the phone regarding their complaint and desire to cancel their account with us free of charge or payoff.
On 9/5/14 at 7:40pm our Support Manager was able to have a discussion on the phone with the customer. The customer mentioned wanting to add onto their system but found the prices of equipment to be high. Our Support Manager offered the customer to buy one wireless outdoor camera in full, and they would get one other for free. Our Support Manager also offered that if more equipment was not what the customer wanted, they could also cancel their contract for free as long as their equipment was returned to FrontPoint.
On 9/8/14 at 7:02pm this customer notified our Support Manager that they did not wish to purchase more equipment and would like to cancel their account free of charge under the stipulation that they agreed to send all their security equipment back to FrontPoint.
On 9/8/14 at 7:06pm this customer emailed our Support Manager confirming they wished to cancel their contract and they would return their equipment.
We make every effort possible to address each customer complaint fully and we hope this complaint has been resolved to the customer’s satisfaction as requested in their desired settlement. 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,
Teddy M[redacted]
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 2/26/2016 The customer spoke with one of our Support Supervisors in regards to
their billing and system concerns.
Our...

Support
Supervisor explained Frontpoint’s billing policy to the customer and also provided
the customer with instructions on how to make one-time payments in the future.
The customer then
made a one-time payment to Frontpoint for the three months RMR that they owed totaling
$128.97.
After taking the
one-time payment, our Support Supervisor then addressed the customer’s concerns
regarding their system. After troubleshooting the customer’s system, a new
Control Panel battery was sent to the customer.
At the end of the
phone call, the customer had expressed to our Support Supervisor
that they were happy with this resolution.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

[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: this is the same poor response they have given me 3 times officially (and 5 times unofficially). I don't understand how asking a customer to pay $544 for a service they won't be using is not fraud. This response is not and will not be acceptable.
Regards,
[redacted]

I am very satisfied with my new Frontpoint Security System.
It was very easy to install, and just as easy to operate.
I feel pretty secure now with my new system.

To Whom This May Concern,On 12/7/15 one of Frontpoint's Supervisors reached out to this customer to address the concerns they listed here on their Revdex.com complaint. Our Supervisor lowered this customer's payoff to just $100 and the customer said they were very happy with this solution....

This 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

Easy to set up and helpful customer service. I love having the camera in my living room. I can view the image from my phone. I can also arm and disarm from phone. Thanks.

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 12/7/2017 One of our
Support Supervisors spoke with this customer regarding the functionality of
their equipment and the alarm event that occurred. Our Supervisor troubleshot the customer’s system with them and offered to replace their Control
Panel, free of charge.
In addition, our
Supervisor offered to cancel this customer’s account and waive their early
termination fee, totaling $919.82, if the Control Panel does not fix the
functionality of their equipment. The customer accepted this offer.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

On a windy night in the wee hours I was awakened by the sound of breaking glass. "This is no rehearsal", I thought, opened the ground floor window and climbed out. Without shoes or phone, I knocked on my neighbors' door. We called the police and when they came, found that it was a transformer that had blown. For me to assume there was a home invasion shows how anxious I was...all the time. I looked online for security systems and FrontPoint came out on top. Easy to understand and install, reasonably priced, expandable and wireless! I sleep well now...thank you, FrontPoint!

Good Morning,
We respect and have fully investigated this customer’s
response rejection. 
Although a three year contract was read and signed on
5/31/2012 by the current Frontpoint account holder, Frontpoint takes every
opportunity to show its customer’s how much we value their satisfaction and
customer experience. Therefore on 12/24/2014 one of our Support Supervisors submitted
a credit to the account holder for the refund requested. Our records show that
this credit has been approved as of 12/29/2014.
Thank
you, and please don't hesitate to reach out with any questions or concerns.
Best,
Teddy
M[redacted]
Frontpoint
Security

As a new subscriber to home security systems, I did my research online before narrowing my choses to FrontPoint and ADT. As a retired Hampton police officer I have been familiar with A** for years. I was most impressed with the reviews and comments about FrontPoint's customer friendly approach and that was the deciding factor for me to purchase. I have been very pleased with ease of setup and the friendly phone assistance I have received on the one instance where my dog managed to trip the motion detector while we were away. I look forward to the future interaction with FrontPoint as now that my wife and I are both retired, we plan on doing some travelling and can feel confident our home and possessions will be left in safe hands.