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 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

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 12/7/2016 This
customer signed their Frontpoint contract
On 12/29/2016 The
customer called in to cancel their account. It was recommended that they speak
with one of Frontpoint’s Account Specialists. Customer stated they did not have
time to talk and would call back.
On 1/13/2017 The
customer called in to return their system and cancel their account. Customer
stated they did not have time to talk and would call back. Due to the customer
not having time to talk, Frontpoint extended this customer’s Risk Free Trial
Period from 30 days to 45 days to ensure they had time to return their system.
On 1/17/2017 The
customer called and spoke with an Account Specialist regarding their request to
return their system and cancel their account. Our Account Specialist explained
the return process and emailed the customer a prepaid [redacted] return label so
that they may package up their system and send it back to Frontpoint for a full
refund.
Frontpoint did not
receive the equipment or hear back from this customer until 7/27/2017. On
7/27/2017 The customer called Frontpoint inquiring about the monthly charges
they are incurring as they believed they sent the system back to Frontpoint.
Our Support Specialist explained that Frontpoint never received the equipment
back. The customer then stated that they sent their system via USPS and did not
use the prepaid [redacted] return label Frontpoint provided. Frontpoint recommended
that the customer reach out to USPS. Customer stated they would call back with
an update.
On 8/18/2017 The
customer called in stating they found the box of equipment in their home and
wanted to return the system for a full refund. Our Support Specialist explained
that Frontpoint does not except returns of equipment this far into their
contract. They also explained why the customer had been incurring service
charges though they were not using the system. 
On 8/31/2017 This
customer’s account was closed and sent to Frontpoint’s collections agency for
an unpaid monthly charge of 3 months totaling $104.97.
On 9/27/2017 Frontpoint
received this customer’s Revdex.com complaint and a Support Supervisor attempted to
contact them though was unsuccessful. A voicemail was left and an email was
sent.
On 9/28/2017 Our Support
Supervisor made a second attempt to contact this customer though was
unsuccessful. A voicemail was left and an email was sent.
On 10/2/2017 The
customer emailed our Support Supervisor stating that they wanted to resolve
this concern through email. The customer then stated their concern and desired
resolution.
On 10/5/2017 Our Support
Supervisor finished extensive research into this customer’s account to determine
the proper next steps. Due to the customer not sending their equipment back
during their extended Risk Free Trial Period, Frontpoint would typically require
the customer to pay the fee of $250 and the past due balance to pull their account
from collections and have their service reinstated. Once the service is
reinstated, the customer would then be required to provide a 30 day written notice
and pay the early termination fee to cancel their Frontpoint account.
Due to this customer’s
situation, Frontpoint is willing to waive this customer’s early termination fee
of $699.80 and cancel their account. The customer would need to pay Frontpoint the
balance of $354.97 for the $104.97 past due balance and the $250 fee to have
their account pulled from our collections agency and reinstated. Once
reinstated, Frontpoint will cancel this customer’s account with no further
payments.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

Excelent customer service, had a problem with one of the window magnets, one call to customer service, WALLA, sent a new one, all is fixed and good!!!
Thanks JIM

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....

 
On 5/28/2015 The customer purchased their system
for a total of $167.94.
On 6/9/2015 The customer mailed in their
cancel letter to return their system.
On 6/12/2015 The customer spoke with one of
our Support Supervisors in regards to their returned equipment. The customer did
not use one of Frontpoint’s prepaid return label and stated that they had sent
their equipment back on their own and that they did not read that it was a
requirement to provide Frontpoint with the tracking information.
The customer then sent an email to our Supervisor with the tracking information and the time stamp in which the package was
delivered. Frontpoint then let the customer know that we would begin the refund
process.
On 6/15/2015 Our Supervisor reached out to
the customer to update their account information. The Supervisor then submitted
a credit request for all charges this customer made.
Later that day, the credit request was
approved for the customer’s initial payment of $167.94 and their shipping cost of
$23.87 totaling $191.87.
These credits generally 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 morning,
We hope that every customer will enjoy each experience that
comes with owning a Frontpoint system which is why we took the time to
investigate this customer’s complaint thoroughly.
Once Frontpoint received this customer’s complaint we made sure
to investigate the contract the...

customer signed and all supplemental email
conversations between the customer and their sales agent.
On 9/30 we had one of our Sales Managers reach out to this
customer to not only apologize for any previous miscommunication via phone or
email, but also to let them know we canceled their order for them as requested,
refunded all of their money, and they should see a refund on their credit card
within 3-5 business days.
On 10/08 our Sales Manager emailed this customer to confirm
that they did in fact received their full credit within a few days of 9/30, and
the customer confirmed they did and the process did not take a full 10 days.
We take all the steps necessary to address each customer
complaint fully and we hope this complaint has been resolved to the customer’s
satisfaction. We are more than happy to assist in any other way possible if
needed.
Thank you, and please let us know if there are any further
questions or concerns.
Best,
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Despite paying a charge of $175.96, invoices were received by mail for additional amounts of $131.97 were received. Frontpoint has stated the accounts are set for closure on 4/30/2017 with no balance remaining, however, additional charges continue to occur without clearly documented explanation. This is opposite to the initially agreed cancellation and refund and could continue ad infinitum as the company cites the inability to generate a detailed explanation of charges. Regards,
[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 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

[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]

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

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 10/13/2016 One of our Support Supervisors
reached out to this customer to address their...

concerns about their refund.
Frontpoint approved this customer’s refund totaling $134.95.
On 10/14/2016 Frontpoint received this
customer’s complaint from the Revdex.com and another Support Supervisors attempted to
contact this customer though was unsuccessful. A voicemail was left and an
email was sent. The customer responded via email stating that they received
notification that their refund was approved and that they were waiting for
their refund to appear in their bank account.
On 10/19/2016 Our Support Supervisor emailed
this customer to ensure that they received their refund totaling $134.95. The
customer then emailed our Support Supervisor back stating that they have
received their full refund.
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Frontpoint signed an agreement with [redacted] and in that agreement they did not mention the terms Frontpoint is stating in their responses about it being only for new costumers and only once per customer, if what Frontpoint claims is true, this should have been in the terms and conditions of this offer on the [redacted] website, since this is not the case, they can either tell [redacted] that they cancel the contract and pull the offer from [redacted] or be fair and honor their agreement, Frontpoint is clearly violating an agreement they signed and they have no right to do so unless they go ahead and cancel the agreement, as of now while I am writing this response this offer is still showing on the [redacted] website even for new cards to sign up and the terms Frontpoint is claiming to exist still do not show on the [redacted] website and they are cheating their customers who think they can use their [redacted] card to prepay for future months at the same time they benefit from the offer while from the other side Frontpoint is voiding all their payments.This is totally unacceptable! I demand Frontpoint to stand by their word and agreement and obey to their duties.
Regards,
[redacted]

Good Afternoon,
It is very important to us that every customer is taken
care of and has an excellent experience interacting with Frontpoint, which is
why this customer’s complaint is being taken very seriously.  
On 3/31/2015 one of our Support Supervisors reached out to
this customer...

to address all of the customer’s concerns. This supervisor
explained in detail to this customer how our system monitoring works and how
the customer’s system was consistently monitored throughout the three years
this customer was with Frontpoint. The customer then expressed a concern
regarding our cancellation process and a request to email Frontpoint saying
they agreed to cancel their contract.
It was at this time our Support Supervisor assured the
customer that we would go over this email request with the representative’s
manager and take all necessary action on our end with that representative. In
addition the supervisor let this customer know that we would credit the
customer for their final monthly payment of $42.99. The customer expressed
appreciation for the call from our supervisor and our effort to resolve their
concerns in this complaint.
On 3/31/15 one of our Support Team members confirmed that this customer’s credit of $42.99
was approved and would be applied to their account within the next few business
days.
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,
Frontpoint

I found the process to install the system really easy. I had one issue that was resolved quickly, which included the cell phone provider and coverage. Otherwise the system has been working just fine. When I did have to call customer service they were extremely helpful and attentive.

Roman",serif;
mso-fareast-font-family:"Times New Roman"">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 3/6/2015 one of our Support
Supervisors reached out to this customer and apologized for any miscommunications
there might have been regarding referral credits to this customer’s account.
Our Support Supervisor offered this customer multiple months of service credits
back as requested in this complaint. This customer told our Support Supervisor
they were pleased with this resolution. 
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,
Frontpoint

I was in the market for a home security system and came across FrontPoint online. I called the number on their website and was immediately connected to a sales associate. They were extremely helpful in getting to know my security goals and tailoring my security system to my needs.
We discussed the number of doors and windows in my home and decided on a setup that would ensure that every entry in my home is covered.
The prices given were extremely reasonable and I like the fact that I can do a DIY install. At no point did I feel pressured by the sales associate to commit to something that I wasn't interested in.
The shipping was fast and efficient. Within a few days, a large box showed up at my front door. Everything is nicely laid out inside of the box and comes with everything I could have asked for. Install took only about 30 minutes.
After installing my new equipment to my liking, I called the number in the box to activate my home alarm. A sales associate walk me through the process and the whole thing took less than five minutes.
I've had my system for a few months now, and I have yet to have any problems with the equipment or the service.
FrontPoint has given me an excellent home security system and the excellent customer service to match. I would highly recommend them to anyone in the market for a home security system.

Good
Morning,Frontpoint is
dedicated to making sure each customer is taken care of which is why we are
taking this customer’s rejection with the utmost seriousness.As
stated in our previous response, Frontpoint understands this customer’s
situation which is why we have waived this customer’s early termination fee of
$999.80 and cancelled their account. In addition, Frontpoint has also
refunded the customer two months of monthly monitoring charges totaling $99.98
for the time the customer spent troubleshooting their system with us.On 5/30/2017 the
credit request was approved and the customer’s account was cancelled.Credits generally 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 question or concerns.Best,Frontpoint

FrontPoint is a great company that takes excellent care of its customers. Their customer service representatives are very responsive and provide as much help and information as needed. They're always willing to take as much time as needed to talk me through changing the battery in the base unit or adding a new light timer. They always respond to any questions or concerns right away. We're extremely happy with their service and the quality of their products. We love the fact that the system is wireless and that we own the equipment and can take it with us if we move.

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 1/20/2017 Frontpoint received a Revdex.com complaint from this
customer requesting that we refund them 4 months of monthly...

monitoring charges,
totaling $216.44. These charges were incurred when the customer’s contract had
ended and they were rolled over to a month-to-month contract. One of our Support Supervisors was able to speak with the
customer and explained that when the contract end date is reached, that the
customer is contractually required to provide a 30-day written notice in order
for any account to be cancelled. During this same conversation the Supervisor
offered to refund the customer for 3 months of monthly charges, totaling $162.33,
and to also ensure that the customer’s account would close and billing would
stop.
Also on 1/30/2017 the refund of $162.33 was submitted and
approved and the account was marked as cancelled. 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.
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

Date: Tue, Dec 26, 2017 at 6:20 PMSubject: Please correct the status to satisfiedTo: [email protected] company has resolved my issue and given me a full refund. Please change to satisfied. [redacted]