FrontPoint Security Solutions

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

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 system, but need better connection with sales rep.

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

[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
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

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

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

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

[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.

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

[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]

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

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.

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!

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.

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

We want to thank this customer for bringing their complaint
to our attention. We strive to make sure each and every customer has a great
experience, which is why we are taking this customer’s complaint with the
utmost seriousness.
class="apple-converted-space"> 
Once 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 settlement. There were many exchanges between Frontpoint and
this customer, as well as this customer’s tenant. This is the reason for the
number of exchanges we have listed below, and they will hopefully serve as
information both for this customer and for any party they might chose to share
this with at a future date.
Below are our findings based on all customer
interactions/account details/inbound and outbound calls made between Frontpoint
and this customer:
 
On 9/26/2013 Customer signed a 3-year contract with
Frontpoint Security.
On 3/19/2014 Customer’s tenant called in to inform
Frontpoint that they would be moving and bringing the system with them.
On 4/1/2014 Customer called in to let Frontpoint know they
were planning to transfer the account to their tenant because the tenant is
moving and taking the system with them. Frontpoint sent the customer an email
listing two options regarding transferring their account to their tenant.
Option 1, hand the contract off to the tenant. Option 2, have the customer’s
tenant sign a new contract.
On 4/2/2014 Frontpoint sent out an email notification to the
customer regarding their control panel not communicating. The customer
responded to the email stating that their tenant was moving and that they want
to take the system with them. Customer then asked again about how to handle
this transfer situation.
On 4/3/2014 One of our Support Specialists spoke with the
Customer and let him know that we were waiting on his tenant to get their email
up and running so that we could begin the contract transfer.
On 4/7/2014 The customer’s tenant requested that we call
them at 3 pm EST to discuss the contract transfer. At 3 pm EST, one of our
Support Specialist tried to contact the customer’s tenant but was unable to get
in contact with them. 
On 4/8/2014 The customer’s tenant called in and spoke with
one of our Support Specialists to troubleshoot their equipment and initiate the
Contract Transfer. The tenant’s information was sent for a credit check and the
contract transfer document was sent to both the tenant and the current contract
holder to sign.
On 4/10/2014 The customer’s tenant called in to activate
their new equipment and change the account information to their name. The
tenant was told Frontpoint could not do this per Frontpoint’s policy. The
tenant also wanted to set up a payment plan as they would not be able to start
payments until May. While the payment arrangement was being set up the call
dropped. Our Support Specialist tried to call back but was unable to get in
contact with the tenant.
On 4/11/2014 The customer’s tenant called in to update their
credit card information. Also, an email was sent to the customer asking for the
customer’s authorization to change the name on the account to their tenant’s
name. This email also stated that this name change confirmation does not
relieve them of their responsibility for the contract originally entered into
with Frontpoint.
On 4/14/2014 One of our Support Specialists spoke to the
customer’s tenant about their equipment and then advised them that the contract
transfer was not complete and this needed to happen as soon as possible.
Later that day, the tenant called back in to update their
information on the account. Tenant then expressed their desire to get the
transfer process completed.
On 4/15/2014 The customer was contacted in regards to a late
payment. Customer stated that their tenant was now responsible for the
payments. The customer was told that Frontpoint would try to contact their
tenant, however the contract was still in their (the customer) name.
On 4/16/2014 One of our Support Specialists contacted the
customer to encourage them to sign the contract transfer document so we could
complete the transfer process. The customer stated they would sign the
document.
On 4/19/2014 One of our Support Specialists spoke with the
customer who stated that they did sign the contract transfer document and sent
it to their tenant to sign. Customer then stated that if the tenant did not
receive the document to let them know so they could resend it if necessary.
When trying to contact the customer’s tenant the call was immediately
disconnected. Our Support Specialist called back a second time and was
disconnected again.
Between 4/21/2014-4/28/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them. A
voicemail was unable to be left therefore a follow up email was sent every
time.
On 4/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left. Our Support Specialist also emailed the customer to inform
them of the current status of the contract transfer.
On 4/30/2014 and 5/1/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 5/12/2014 One of our Support Specialists tried to contact
the tenant, another individual picked up and took a message for them.
On 5/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left
and a follow-up email was sent.
On 5/14/2014 One of our Support Specialists spoke with the
customer who stated that they were under the impression that the account was
already in the tenant’s name. Informed them that the contract transfer document
was not signed by their tenant yet. Customer then recommended a time that we
should try to get in contact their old tenant. Customer requested we call them
back at a future date.
Between 5/16/2014- 5/21/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Multiple voicemails were left.
On 5/23/2014 One of our Support Specialists spoke with the
customer who stated the tenant has the system and that they would contact them
to encourage them to contact Frontpoint to complete the contract transfer
process.
On 5/27/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left.
On 5/28/2014 Customer called in though call was dropped. One
of our Support Specialists did attempt to call the customer back though was
unable to get in contact with them. A voicemail was left.
On 5/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left therefore a follow-up email was sent.
On 5/30/2014 One of our Support Specialists spoke with the
customer in regards to the past due payments on the account. The customer was
adamant that they have nothing to do with the account. We let the customer know
that their tenant has been unresponsive and that if the tenant do not sign the
contract transfer document then they (the customer) are the responsible party
that will be sent to our collections agency.
Customer stated that they would not pay for the account. We
informed customer that it is their responsibility to make sure their tenant
finalizes the transfer process. We also let the customer know we will continue
to keep trying to get in contact with their tenant. The customer then stated
that they would try to contact their tenant as well.
 On 6/1/2014 One of
our Support Specialists tried and was unsuccessful at contacting the tenant.
The primary phone number had no answer and the secondary phone number was
disconnected. The tenant’s email that was provided to us was invalid therefore
we sent a follow-up email to the email address on file.
On 6/3/2014 One of our Support Specialists contacted the
customer’s tenant who stated they just got back into town from being overseas,
the call was then disconnected. An attempt was made to contact the tenant again
though this was unsuccessful. A voicemail was left.
Later that day, the tenant called in unsure of why the
account was not in their name. Explained that they had not yet signed the
contract transfer document. The tenant then paid off the past due payment and
requested that we email the customer to inform them that they (the tenant) are
paying for the account.
Between 6/6/2014-6/11/2014 One of our Support Specialists
sent multiple emails to the customer’s tenant stating that we still have not
received the signed contract transfer document from them. We also let the
tenant know that once the document is signed and completed then we will be
happy to update the account to their name.
On 6/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
Between 6/15/2014- 6/26/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 6/29/2014 One of our Support Specialists spoke with the
tenant who stated that they have been in the hospital and that it was a bad
time to talk. The tenant then immediately disconnected the call.
Between 7/3/2014-7/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 7/16/2014 One of our Support Specialists spoke with the
customer about a past due payment on the account. Customer stated that the
account was transferred to his tenant. Let customer know that tenant still had
not signed the contract transfer document therefore they were still responsible
for the account until that document is signed.
On 7/21/2014- One of our Support Specialists tried to
contact the tenant though was unable to get in contact with them. A voicemail
was left.
On 7/24/2014- One of our Support Specialists spoke with the
customer and let them know that we were still waiting for their tenant to sign
the contract transfer document. Customer requested we call them back on a
future date to keep them informed of the situation.
On 7/25/2014- One of our Support Specialists tried to
contact the tenant though was unable to get in contact with them. A voicemail
was left and a follow-up email was sent.
On 7/30/2014- 8/11/2014 One of our Support Specialists spoke
with the customer and let them know about the past due amount on the account.
The customer explained that they do not have the system and that their tenant
is responsible. We explained that the contract transfer process was still in
progress. The customer then requested we call them back on a future date to
keep them informed of the situation.
On 8/12/2014 One of our Support Specialists reached out to
the customer about the past due payments on the account. The customer expressed
frustrations and told the Support Specialist that they were talking to their
lawyers about Frontpoint’s “harassing” calls. The customer then gave us the
contact information for his tenant and told us to contact them. Due to the
nature of this call our Support Specialist transferred the customer to a
Support Supervisor. Our Support Supervisor explained the situation to the
customer so they could understand why they were receiving calls about past due
payments. The customer stated that they did not want to be contacted in regards
to the billing matters and that they would be taking all their contract and
transfer documents to their lawyer. The Supervisor explained that we have been
trying to assist in the transfer process. The customer did not believe this to
be true and refused to give us an email address so we could follow up with
them.
Between 8/26/2014-9/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 9/5/2014 One of our Support Specialists spoke with the
customer who stated that they never want to hear from Frontpoint again and that
they spoke with their tenant. We asked that they advise their tenant to call us
and the customer stated that they would tell their tenant to contact us.
On 9/9/2014 One of our Support Specialists spoke to the
tenant who requested we call them back. We also spoke with the customer about
the account and past due amount. Customer stated that they will not pay and
that they are going to get a lawyer involved. Customer then requested the
contract transfer documents be resent.
On 9/10/2014- One of our Support Specialists spoke with the
customer who stated that their tenant was traveling for work and that they do
not know when the tenant will be back. Customer then gave us two different
email addresses for the tenant.
On 9/22/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
On 9/23/2014 One of our Support Specialists spoke with the
customer who insisted that they have nothing to do with the system and that the
transfer was processed. We explained to the customer that their tenant has been
unresponsive for months and that the contract transfer document has still not
been signed by them. We encouraged the customer to tell their tenant to call us
to complete the transfer process.
Between 9/29/2014-10/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 10/9/2014 One of our Support Specialists reached out to
the tenant. The tenant answered the phone though quickly disconnected the call
once our Representative introduced themselves. We then contacted the customer
to inform them of this most recent interaction. Frontpoint explained the past
due payments again to the customer and also explained that we do not want to
see the customer’s account get sent to our Collections agency. The customer was
advised to get in touch with their tenant again.
Between 10/10/2014-10/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 10/21/2014 One of our Support Specialists spoke with the
tenant and confirmed their email address so we could resend the contract
transfer document to them. The specialist then informed them about the past due
payment on the account and they stated that they would take care of it and
requested that we call them back at another time. We then contacted the
customer to inform them that we spoke with their tenant and are sending another
contract transfer document and that they would need to sign it.
On 10/30/2014 The account was sent to our Collections agency
due to the past due payments not being paid by the responsible party listed in
the official contract/security agreement.
 
While we
completely understand that this may be frustrating, we encourage this customer
to reach out to their tenant to resolve/discuss any concerns regarding this
situation. Frontpoint can only transfer a contract (and financial responsibility)
when two separate parties agree and sign that transfer agreement. Frontpoint
highly values excellent customer service, which is why we attempted to contact
this customer’s tenant over 25 times, with the intent to help expedite and
complete this contract transfer process.  We hope that the above listed dates with their
corresponding interactions help explain how Frontpoint has done everything
possible to assist this customer during, before, and after being sent to
collections for past due payments.
Thank you, and
please don’t hesitate to reach out if there are any other questions or
concerns. 
Kind Regards, 
Frontpoint