FrontPoint Security Solutions

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

For the most part I like it and it's easy to use. But I have sensors that go off online for no reason all the time. Then it will just go back online. These mostly happen in my daughters room which is a concern to me.

They are very quick to respond and very helpful!

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 attempted to contact this customer though was unsuccessful,
a voicemail was left and an email was sent.
Also on 12/22/2016 The
customer reached out to our Support Supervisor via email. Multiple emails were
exchanged to address all of the customer’s concerns.
On 12/23/2016 Frontpoint
offered to send this customer a new camera to help resolve their concerns and
our Support Supervisor also offered their personal contact information so the
customer could call them to setup their new camera when they received it. The
customer accepted this offer.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

I've had my FrontPoint security system for almost a year now and I have to say, I am very happy. I had a similar system just before getting my FrontPoint system. It was ABSOLUTELY HORRIBLE! I won't mention any names but, it was "SIMPLI" the worst. A few comparisons between my previous system and FrontPoint is the volume of the siren. With the volume set to low, you can still hear it out side the house. Customer service is the absolute best, ALWAYS friendly and helpful. Hold time won't be over 30 minutes to speak with a representative. Overall, there has never been so much as a minor glitch with my system. FrontPoint does cost more monthly. Regardless, I wouldn't pay $1 for that "SIMPLI" horrible security system I had before.

Solid, DIY security system. I only use the basic items & haven't had any issues. The customer service is top notch. During installation & any other times I've had a question they were always there & super helpful. I highly recommend.

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 5/19/2016 One of our Support Supervisors spoke with this
customer about returning their equipment to cancel their account....

Our Support
Supervisor then offered to allow the customer to return their equipment and
waive their contract termination fee of $1,043.77.
In addition to this discount, our Support Supervisor then
offered to waive the customers past due monthly balance of $89.98 and
proactively credit an additional monthly charge of $44.99 to cover the 30-day
cancellation period.
At the end of the phone call, the customer expressed to our
Support Supervisor that they were satisfied with this resolution.
Also on 5/19/2016 Our Support Supervisor emailed this
customer a [redacted] return label so they could send their equipment back to
Frontpoint.
Once we receive this customer’s equipment, Frontpoint will
process this customers’ return and cancel their account.                
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.
Best,
Frontpoint

Good Afternoon,
We have been able to confirm as of 9/2 that this customer was credited $135.94 for a full system return. We urge this customer to check their bank accounts to see that credit to their account. 
Frontpoint believes every customer should have an excellent experience even if it's during an account cancellation. If there is anything else this individual needs, or the Revdex.com needs from Frontpoint, please just let us know. We are always happy to assist. 
Thank you,
Frontpoint

I am very pleased with your system and all of its benefits. I have security cameras from Blink that might be an inexpensive alternative to your video,

Roman";mso-bidi-font-style:italic">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.  
On
2/7/15 one of our Support Supervisors reached out to this customer to discuss their
concerns and address their suggested resolution on their Revdex.com complaint. Both
parties agreed there could have been some confusion with how this customer’s
sales call started and ended. Our Support Supervisor apologized to this
customer for any inconvenience.
This
Supervisor also told the customer they would watch their account to verify the
customer had received a full refund. On 2/12/15 this Supervisor was able to confirm
the customer was refunded to their satisfaction.
Thank
you, and please don't hesitate to reach out with any question or concerns.
Best,
Frontpoint
Security

Pro-Customer service is awesome...they're on top of any issue or concern right away...
Con-equipment is a little out dated and there is a fee to upgrade panels(didnt have a choice or option(wasnt offered a diff package when I first signed up)

Very happy with the service

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.  
On 9/25/2015- One of our Account Specialists
spoke with this customer about cancelling their...

account. The customer then sent
Frontpoint an email with their request to cancel.
Also on 9/25/2015 One of our Support
Supervisors tried to contact the customer though was unable to get in contact
with them. A voicemail was left and a follow-up email was sent.
On 9/28/2015- Our Support Supervisor tried
to contact the customer though was unable to get in contact with them. A
voicemail was left.
Also on 9/28/2015 The customer sent an email to Frontpoint stating that their concerns have been taken care of.
On 9/29/2015 Frontpoint cancelled this
customer’s account.
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 4/24/2017 One of our Support Managers spoke with this
customer in regards to lowering their Monthly Monitoring Rate from $44.99...

to
$29.99. The customer explained that on the initial sales call, they were
offered a monthly rate comparable to the rate they have with their other
Frontpoint account. The Support Manager made the customer aware that this was
not something Frontpoint could accommodate but did offer to credit the customer
6 months of service, totaling $269, as well as a $90 discount towards any equipment
purchases. The customer declined this offer and the call ended.
On 4/25/2017 After receiving this customers Revdex.com complaint,
Frontpoint’s Support Manager reached out to the customer via phone but was
unsuccessful. A voicemail was left and an email was sent.
On 4/27 The Support Manager made a second attempt to contact
this customer and was successful. Our Support Manager explained that they were
able to listen to their Sales interactions and then offered to refund the
customer a total of $270, which is the difference between the customer’s
current monthly rate of $44.99 and their requested rate of $29.99, over 18
months. The customer accepted this offer and the refund was submitted.
As of 5/1, the refund has been approved.
Generally, these credits will 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 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 5/1/2017 One of our Support Supervisors attempted
to contact the customer to address their concerns in regards to the
cancellation of their account though was unsuccessful. A voicemail was
left and an email was sent.
On 5/2/2017 Our Supervisor made a
second attempt to contact the customer to follow up on the cancellation of
their system though was unsuccessful. A voicemail was left and an email was
sent.
On 5/9/2017 Our Supervisor made a third
attempt to contact the customer and was able to speak with this customer
regarding the cancellation of their account. Frontpoint offered to waive this
customer’s early termination fee of $524.85. Our Supervisor then explained to the customer
that there is a 30 day processing time for cancellations so they would still be responsible for one final month of monitoring which totals $34.99. The
customer accepted this offer.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

After reading all the reviews of home security systems we decided on Front Point due to ease of installation, reliability, customer service and emergency response when called upon. The system (windows/doors, motion detectors, smoke/fire, carbon dioxide, freeze monitor) has been installed for two years and has worked flawlessly. Being avid cooks the sensitive smoke/fire alarm goes off and within seconds we receive a call from Front Point to ensure our safety. Last winter while we were in Florida during the deep freeze in February the freeze alarm went alarmed noting that our home had dropped to 41 degrees. We immediately called our heating maintenance company to service our system.. All in all I highly recommend the system and service.

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 2/1/2017 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 2/1/2017 and 2/9/2017 this customer
has used 16 different [redacted] cards to pre-pay monthly monitoring. Each
transaction was in the amount of $99.98 which totals 2 months of monthly
monitoring.
 Between the dates of 2/3/2017 and 2/11/2017 this customer
has used 24 different [redacted] cards to pay for additional equipment. These
transactions ranged from $99.95 to $117.98.
 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 and/or cancelled.
 On 2/7/2017 one of our Support Supervisors reached out to
this customer after receiving their complaint. Our Supervisor explained
Frontpoint’s policy of the promotion and why the transactions were voided and
shipments were cancelled.
 Frontpoint then explained to the customer that they have
the right to use any [redacted] card to make a 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. No transactions made under the
promotional value have been voided or cancelled.
 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 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 was able to speak with this customer about their account.
Our Support Supervisor offered to cancel the customer’s account and waive the
early termination fees totaling $584.66.
In addition to the above
resolution, Frontpoint also offered to lower the customer’s three past due
monthly charges totaling $128.97 to $85.98. The customer was informed that we could
not cancel their account until this past due payment was made. The customer understood
and agreed to this solution.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

I have had other security companies for my home before Front Point, but none not as good. The customer service is better than all of them. The ease of setting up the equipment became apparent when I moved from Connecticut to Florida. The equipment was easy to remove and the ease to set up, with customer service help was good. I have had little problems with the equipment and no problems with the service. It was easy to register with the sheriff's department and no false alarms reported.

I shopped around for a security system. I came across Frontpoint & spoke to a representive Amrit V[redacted]. I ended up deciding to go with another company & asked this guy to stop sending me emails. After several times of telling him, he finally said he took me off the list & I wouldn't receive anymore emails. He's a liar. I continue to receive emails. I get enough junk & I don't need these emails. He continues to insist I won't receive anymore, then a few weeks later I do. Don't give these people your info unless you plan on actually going with them.