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 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

Excellent customer service! I'm very pleased with the simplicity with setting up my system and the ability to expand as needed. I highly recommend 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]

[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,
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,
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

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 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.

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

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]

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

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

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.

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.

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]

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

We want to thank this customer for bringing their complaint to our attentionWe strive to make sure each and every customer receives excellent customer service no matter what, which is why we are taking this customer's complaint with the utmost seriousnessOnce 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 settlementBelow are our findings based on all customer interactions/account details/inbound and outbound calls made between Frontpoint and this customer:This customer purchased a system from Frontpoint on 9/5/On 9/14/13, this customer called in to begin their activation processThe customer said they needed to go, and said they would call us back to finish the activation process.On 9/30/13, one of our Support Supervisors called the customer to encourage activation and the customer said they had been traveling but hopes to install "today or tomorrow"On 10/4/13, this customer called in to activateTheir system was showing a low battery because the red battery cords had not been connected properlyThe customer was assisted by one of our Support Supervisors and told that the battery would recharge automaticallyThen the "bypass" option was explained to customer and the customer chose to go on a day test periodAt no point did the customer mention any type of dissatisfaction with their system, and all issues we found and the customer mentioned were resolved by the end of the call.In this complaint the customer mentions contacting Frontpoint on the date of 10/7/We have looked at all customer interactions on this account in detail and looked through our monitor station's contact records and have found no contact was made on this date to the customer or from the customerOn 5/29/14, this customer contacted us and spoke with one of our Account SpecialistsThis customer requested to cancel with no penalty because they said they didn't like the system anymore and didn't use itThen the customer stated their sensors were falling off their walls, but after further research our Account Specialist was unable to find any activity on the account that was out of the ordinary or pointed to a malfunction of the system. This customer then told our Account Specialist they would cut off payment from their card and disconnected the call, ending the conversationThe Account Specialist called the customer back and left a voicemail.After the disconnected phone call with our Account Specialist this customer was reached out to by phone and email on the dates of 5/29/(at night), and 6/2/with no success.Frontpoint gives its customers the option to reduce their payoffs depending on the length of time they are outside of their risk free trial period, a 3-Year agreement can be transferred to a person of the customer's choosing to relieve themselves of all financial and contractual responsibility, or depending on the customer's specific situation Frontpoint will work with the customer to come to a resolution both parties are satisfied withWe always work with customers on an individual level because we know that every situation is uniqueWe attempted, as detailed below, to work with this customer to find an agreeable resolution, however, due to lack of contact by this customer, Frontpoint was unable to do this.On 6/4/14, our Support Supervisor called the customer and was able to make phone contactThe customer explained that they just wanted to cancel their year contract without further obligationAt this time the customer repeated that they felt they should be able to cancel free of chargeOur Support Supervisor attempted to explain why we have an 80% contract payoff and what other options could be made available to themAt this time the customer stated they would file a complaint with the Revdex.com if Frontpoint did not let them out of their contract free of chargeThe customer also stated that the Support Supervisor they were on the phone with was "putting words in their mouth" and disconnected the call, ending the conversationOur Support Supervisor called this customer back and left a voicemail. On the dates of 6/6/and 6/10/our Support Supervisor attempted to contact this customer by phone and email without success to discuss cancelation optionsOn 6/12/14, our Support Supervisor emailed this customer to discuss other cancellation options, and the customer replied with the following: "I am travelingDo not have timeAs I have communicatedI am canceling the service due to its lack of success in working for our familyWe have not used it."On 6/12/14, our Support Supervisor replied to this customer's email by offering them to return all their equipment and pay a restocking fee of $and they would be responsible for no other payments or contract payoffsOn 6/16/and 6/18/our Support Supervisor emailed customer asking them to respond to the offer that was madeThese contacts were not successful and received no responseBetween 6/18/and 8/7/this customer received several emails a month regarding the past due balance on their account to encourage contact and payment of past due amount.On 8/7/14, this customer received a month past due payment notification by emailIt is our policy that Frontpoint sends these emails to customers when they become past due to encourage immediate contact and resolutionThis customer responded to that email with: "I'm out of the countryI have provided verbal and written communication since inception of the service a year ago that I don't want itDoes not work for my familyDo not contact me any further."On 8/7/14, one of our Support Specialists responded to this customer's email letting the customer know we will comply with their request to no longer contact them, and that their account will be sent to a collections agency as of 8/25/14.No contact was made between the customer and Frontpoint after this last email was sent.Between 8/28/- 9/3/this customer's account went through the process of removing monitoring services and Frontpoint's authorization on the accountCurrently this customer's account is with [redacted]At this time, Frontpoint no longer has authorization over this accountWe are unable to access this account as it has been cancelled upon going to [redacted].[redacted]is the acting party to which this customer can express their concerns to at this timeTheir information is provided below, and we encourage this customer to reach out to this agency and discuss their current financial options: [redacted].[redacted]StLouis, MO [redacted]###-###-####Frontpoint sees every customer experience as a top priority, which is why we offered this customer a waived payoff of $and only required payment of a $restocking fee and the return of their equipmentThis customer did not answer our offer and multiple emails regarding this offer before being sent to [redacted]., therefore this is not something we can honor or apply to the customer's account currently or in the futureWe aim to address every customer concern with the utmost care and respect, and we are happy to assist in any other way necessaryThank you, and please don't hesitate to reach out if there are any other questions or concernsKind Regards,Teddy M[redacted]FrontPoint