FrontPoint Security Solutions

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.  Thank you! 
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 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

Hello,We take every customer complaint seriously and want to ensure complete customer satisfaction at all times. On 6/16/15 one of our Support Supervisors reached out to this customer regarding the return of their system, as well as refunding them for monthly service charges. This supervisor...

explained to the customer that the reason they were charged for monthly service fees was due to the system not being returned within a certain period of time. This was explained to the customer and it was agreed that the customer would be refunded for the original month they requested to return and the current month of monitoring. The customer agreed to this resolution and has been credited. Please let us know if there is anything else the customer or Revdex.com needs, as we're always happy to help!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]

Even though my unique living location is in a very isolated place, the glitches we encountered were nothing when compared to the dedicated efforts from everyone at FrontPoint Securities. They are a very dedicated and professional team.
I was so impressed every time there were challenges installing my indoor camera to look outside over my driveway -- the team constantly followed up with everything until each problem was fixed. What an amazing experience it was for me to watch the persistent and intensely focused effort made by everyone every time.
I sincerely appreciate everything FrontPoint Securities has done to be there whenever needed. You should all give yourselves a big pat on the back.
Sincerely,
David L[redacted]g
Hawaii Community College

Hello,This customer was upset about being contacted regarding past due payments they already paid, therefore on 12/17/15 one of our Support Supervisors removed this customer's information from our system entirely and informed the customer this could take 1 business day to clear.  As of 12/24/15...

this customer's account has been closed and we have not contacted this customer since their complaint on 12/18/15.Please let us know if there is anything else we can do to be of service.Best,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 12/8/2017 One of our
Support Supervisors emailed the customer regarding their concerns about their
full system refund. Our Supervisor explained that the customer was refunded
$107.44, which was $25 less than their initial purchase price due to the
expedited shipping cost. Our Supervisor then offered to refund the customer $25
so they will then receive their full refund totaling $132.44.
Also on 12/8/2017 The
customer emailed our Supervisor back stating that they did receive their
partial refund and that the complaint has been resolved. Our Supervisor emailed
the customer back requesting confirmation of their credit card as we still want
to honor the full refund and provide the customer with the refund of $25.
As of 12/13/2017
Frontpoint has not heard back from this customer to verify their credit card
information. We encourage the customer to email our Supervisor back so we can
process the final refund totaling $25.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

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.  I have made both payments today by phone with Mr. Alex L[redacted]  
Regards,
[redacted]

Date: Fri, Apr 29, 2016 at 3:58 PMSubject: [redacted]- Frontpoint Revdex.com ComplaintTo: "[redacted]" <[redacted]>Cc: "T[redacted], Sotiros" <[redacted]>Hello [redacted], Thank you for speaking with me today. As discussed, we will make an exception and allow this customer to make a one-time payment of $85.98 by check so we can cancel out their account. When sending the check to Frontpoint, they must:1)      Send us a letter with the check stating that this was for the final payment on their account and that we can proceed with the cancellation of their account.2)      The Memo section of the check must contain their account reference # which is 138136.3)      The check can be made out to “Frontpoint Security” Once we receive this final payment, Frontpoint will cancel this customer’s account. Please let us know if you have any questions or concerns. Thank you, Katie R[redacted] | Reputation SpecialistFrontpoint

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 8/11/2016 One of our Support Supervisors contacted this
customer, via email, about cancelling their account and...

refunding the customer
for all charges they incurred. Our Support Supervisor assured the customer that
their account would be cancelled and that they would be refunded $100.00 for their
initial equipment cost and $104.97 for 3 monthly charges, totaling $204.97.
 On 8/12/2016 Frontpoint submitted the credit request
totaling $204.97.
 Also on 8/12/2016 Frontpoint approved the credit request of $204.97
and marked the account as returned. Our Support Supervisor sent a follow-up
email to this customer assuring them that the account was cancelled and that
the refund was submitted and approved.
 As of 8/19/2016 Frontpoint has not heard from this customer.
Generally, credits can take 3-5 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.
 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 2/6/2017 Frontpoint received a Revdex.com complaint from this
customer requesting that we refund a total of $651.84, for returned...

equipment
and one month of monthly monitoring charges. On this same day, one of our
Support Supervisor’s was able to speak with this customer via phone and
explained that the refunds were submitted for $49.99 and 601.85 on 2/06 and
were approved on this same day.
Upon approval of these refunds, the Support Supervisor emailed
the customer a copy of the transaction ID’s so that the customer may track the
return of the funds.
Generally, credits can take 3-5 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.
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 8/17/2015  Frontpoint cancelled this customer's initial order and submitted a credit request for all charges this customer...

made. The credit request was then approved for the customer’s initial payment of $319.90.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 question or concerns.Best,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 8/18 this customer called into our Support Team asking
to cancel his account and explained he was unhappy with his current...

situation.
After talking on the phone with one of our Support Supervisors, the customer
was sent a return label for his whole system and told he could either cancel
his system or troubleshoot his concerns and receive 3 months of free service.
The customer said they would think about this.
On 9/24 this customer called in our Support Team and was escalated
to one of our Support Supervisors to discuss this customer’s complaint and
desire to cancel his system for a full refund. Our Support Supervisor said that
would not be a problem and sent the customer a return label for his system.
On 9/25 the customer called into our Support Team and wanted
to tell our Support Supervisor that he wanted to take the 3 free months offer
and didn’t wish to cancel anymore and was just looking to fix his system. He
was also given a free piece of equipment at this time and offered to extend his
risk-free-trial period until November 25th. The customer
can use this time to monitor his system’s functionality and still decide if he
wants to keep it or return it with a full refund. The customer agreed that an
extended risk-free-trial period, free equipment, and 3 months of service free
was a good resolution and was satisfactory to him.
We always aim to make sure every customer is completely
taken care of to their satisfaction. If there is any other way we can assist
please let us know.
 
Thank you,
Teddy M[redacted]
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]

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 9/26/2017 One of our
Support Supervisors spoke with this customer in regards to the cancellation of
their account. Our Supervisor offered to waive this customer’s past due monitoring
payment of $480.93 and cancel their account. The customer accepted this offer.
On 9/28/2017 Frontpoint waived
the past due payment totaling $480.93 and processed the cancellation of this
customer’s account.
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 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 8/3 one of our Support Supervisors went through every interaction on this customer's 3 accounts to figure out where any mis- communications may have taken place. Then our Support Supervisor attempted to reach out to this customer and explain everything. This customer did not respond to that phone call or email on 8/3.8/4 -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 2 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 64 + YEARS.  WE
CALLED YOUR COMPANY IN MARCH 2012 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 2014
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 5 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 2012
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, 14 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 2 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 2014 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 2 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 2012. 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 $250.00 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 2 MONTHS AFTER YOUR SERVICE TO
JAN 2014.     YOU ARE THE GUILTY PARTY IN THIS MANNER NOT US. IF 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 10-15 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 GRIEVANCES. WE 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 2012 regarding some technical concerns about some of the sensors.  We tested them with you and confirmed they were reporting (although 2 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 2 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 8/14 our Support Supervisor called this customer, and left a voicemail. Also emailed this customer offering assistance in canceling their account if that is what they would like to do. this Supervisor re-stated the cancellation offer to this customer and asked them to reply via phone or email as soon as possible. On 8/20 our Support Supervisor called this customer, and left a voicemail. Also emailed this customer offering assistance in canceling their account if that is what they would like to do. this 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 customer.We 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 way.Thank you,Frontpoint

To Whom This May Concern,Frontpoint as allowed this customer to cancel their contract without penalty as they have requested. We hope we have resolved this customer's complaint at this time, and if there is anything else we can do please let us know.Thank...

you,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 12/4/2015 One of our
Support Supervisors emailed with this customer about cancelling their account
and refunding this customer for the equipment charge and monthly monitoring
charge that they incurred.
On 12/8/2015 Frontpoint
processed this customer’s returned equipment and submitted a credit request for
all charges this customer made.
On 12/8/2015 Frontpoint
approved the credit request for a monthly monitoring charge of $44.99 and an
equipment charge of $102.95 totaling $147.94.
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 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 11/28/2017 One of our
Support Supervisors spoke with this customer regarding the cancellation of
their account. Our Supervisor assured the customer that their account would be cancelled and offered to refund the customer back for 2 months
of monitoring totaling $99.98. The customer accepted this offer.
Also on 11/28/2017 Frontpoint approved the
refund totaling $99.98.
On 11/29/2017 This
customer’s account was closed and cancelled.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint