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 3/29/2017 after receiving this customer’s complaint, one
of our Support Supervisors attempted to contact this customer, via phone....

After
speaking with the customer, the Support Supervisor internally investigated this
situation with multiple departments. Frontpoint then decided to reverse the credit
check from a hard hit to a soft hit.
On 4/5/2017 Frontpoint emailed our credit bureau partner,
Equifax, to initiate the process to reverse the credit check. Per Equifax, upon
submission, the credit check can take 4-5 weeks for reversal.
Once this process is completed, Frontpoint will make the
customer aware so they can confirm the reversal.
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.

The best thing I can say about this business, I have not had to avail my home of it services. When you sign-up they send you a package of equipment, either you can do a self-install or they can walk you through the process. Payment for the service is through EFT either, checking, savings, charge card. Their rates are better than the general industry. Calling them for general inquiry, they pick up on the "third ring" and the party that answers has all the answers - no switching.In the two plus years of services, their are no complaints. One of the service companies I deal with, is certainly a pleasure.

[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]

[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.

As a customer for 2-1/2 yrs, we've been quite happy with both the system and the service. We had a battery issue which I couldn't resolve myself, so FrontPoint sent a replacement unit with battery installed by overnight freight. I've recommended FrontPoint to neighbors, and anyone who asks.

We were on Vacation in Arizona and San Francisco when our dog sitter calls and tells us the house had been robbed. This was the first time we had been robbed in 21 yrs. Our daughter whom we were visiting went on line and found your site and purchased the system for us for Christmas, the best part is we are selling our house and this system will be coming with us to our new home.

Customer service has been excellent.

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 1/13/2017 Frontpoint started a promotion, partnering with
[redacted] to provide new customers a one-time $99.00 statement credit if...

they used
their enrolled [redacted] card to spend $99 + for a new system. Customers were
directed to Safe.frontpointsecurity.com/[redacted] where they could call or purchase
online. On this page Frontpoint’s policy states the promotion is “Limited to
new accounts only. Not valid towards monthly service or additional equipment
orders.”
On 1/16/2017 this customer spoke with one of our Security
Consultants. This customer then signed a contract and made a purchase of $99.95
using their [redacted] card. This purchase qualified this customer to receive a
statement credit on their [redacted] card per Frontpoint’s promotion.
Between the dates of 2/6/2017 and 2/9/2017 this customer has
used 12 different [redacted] cards to pre-pay monthly monitoring. Each transaction
was in the amount of $99.98 which is 2 months of monthly monitoring.
Although this may not have been the customer’s intent,
Frontpoint viewed these purchases as a violation of Frontpoint’s policy
regarding the [redacted] promotion. This is why multiple transactions have been
voided or cancelled.
On 2/8/2017 one of our Support Supervisors reached out to
this customer after receiving their complaint. Our Supervisor explained that
the customer did not have a hold on their account regarding making payment. The
customer was told that they have the right to use any [redacted] card for any
purchase, for any amount, however, Frontpoint does hold the right to void or cancel
any transaction that can be seen as an abuse to the Frontpoint/[redacted] promotion.
Frontpoint understands that there may have been a misunderstanding
of Frontpoint’s policy in regards to the promotion, therefore, Frontpoint has
offered this customer up to $500 dollars in statement credits for additional equipment
or monthly monitoring.
Thank you and please
don’t hesitate to reach out to us with any questions or concerns.
Best,
Frontpoint

Good Afternoon,We strive to ensure every customer is completely
taken care of to their satisfaction which is why we have immediately
researched and addressed this customer's complaint. On 4/22/15
this customer and one of our Support Supervisors were able to come to an
...

agreement. This customer will send back their equipment and will
receive the refund they have requested as well as certain months of service fees paid previously. We hope we have been
able to address and resolve this customer's complaint and we are more
than willing to help in any other way if needed.Thank you,Frontpoint

We
want to thank this customer for bringing their complaint to our attentionWe
strive to make sure each and every customer gets excellent customer service no
matter what, which is why we are taking this customer's complaint with the
utmost seriousness
Upon
receiving this customer's complaint, Frontpoint had one of its Support
Supervisor investigate this customer's sales call, and found that the number of
sensors agreed upon were indeed what this customer received.
It is because
Frontpoint wants all its customers to be completely satisfied with their home
security system, we had that Support Supervisor reached out to this customer on
12/29/and discussed any miscommunications the customer felt had occurred
during their sales process.
On
this phone call our Support Supervisor apologized for any inconvenience this customer
had experienced and offered to the customer a chance to purchase their system
back with the original system discount they received on 10/30/14, plus a large
additional equipment discountThe customer asked for and received this offer
in an email on 12/29/to keep for their recordsThe customer said they were
pleased with this resolution
Frontpoint
always aims to provide each customer with an excellent customer service
experience and we happy to assist in any other way necessary.
Thank
you, and please don't hesitate to reach out if there are any other questions or
concernsBest,
Teddy
M[redacted]
FrontPoint

Easy to install. Some support staff good; others are less knowledgeable.
Base station not powerful enough (or is it the sensors?); I had to relocate the base station twice to get it to reach all sensors.
Base station says it has a 24 hour battery but it ran out of power in less than 12 in the Hurricane Matthew power outage. I've had the base station 6 months.

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] II

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 7/8/2015 One of our Support...

Supervisors was
able to speak with this customer via email. Frontpoint offered to allow the
customer to return their system and receive a refund for their initial purchase
price of $239.93. The customer then received a prepaid [redacted] return label so
they could pack up their equipment and send it back.
On 7/9/2015 Frontpoint submitted a credit
request in the amount of $34.99 for July’s monthly monitoring.
On 7/10/2015 The credit request was approved
for July’s monthly monitoring.
On 7/14/2015 Frontpoint submitted two credit
requests totaling $239.93. 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 5-9 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

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,
Our customers
and their satisfaction with our service is a top priority to us here at
Frontpoint which is why we are taking this customer’s complaint very seriously
and investing it to its fullest.
This
customer was fully refunded as requested and our Support Supervisor...

overseeing
this case made sure this occurred on 10/7/14. Our Supervisor has tried twice to
get in touch with the customer via phone and email to verify she received her
refund. The customer has not replied to our Supervisor’s attempts to verify her
refund was received, however, we can see through our accounting records the
refund was processed. Our Supervisor has also made sure this account will not
be charged a monthly service fee going forward.
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

Frontpoint was extremely quick in getting my system to me after my break in to put me at ease. Fast and easy setup up and love that I can arm and disarm all from my phone. Great service!

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

Great product -- great service.

This company has EXCELLENT customer service. They answer quickly and are more than happy to help you with any problems you are having. Luckily I haven't had any break ins, but I have had the alarms go off because of equipment issues (I live in Florida, the heat made the contacts loosen and fall off)

Hello,
We want to thank this individual for bringing...

their complaint to our attention. We strive to make sure each and every customer has a great experience, which is why made sure we investigated and addressed this individual's complaint.
After receiving this complaint, Frontpoint's Sales Manager made sure to delete this individual's information from any and all of Frontpoint's systems. We also had this Sales Manager look into the calling techniques we use when potential customers give us their contact information online. 
We want to apologize for making this individual feel frustrated, and have addressed their requested resolution, resulting in no further contact. 
Thank you and please let us know if we can be of any other help.
Best,
Frontpoint