FrontPoint Security Solutions

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 degrees We immediately called our heating maintenance company to service our systemAll in all I highly recommend the system and service

I can't comment on the product because I never actually installed or used, but can comment on Frontpoint's customer service, which is nothing sort of terribleWhen I called in to discuss my needs with a customer service rep, they made their pricing, plans, and equipment sound very appealing and even offered a trial period in which I could return the equipment for a refund if not satisfiedI explained that I was moving in a couple of weeks and that the equipment and service would be for the new homeThey offered me a "free" month of service to go ahead and commitFirst, they sent the equipment to the new address, not the address where I was living, which was something I went over with them in detailNo one was living in the new address at all, so I complained and they resent the equipment to the address I was living inThen, October 1st came, my "free" month, and I was charged the monthly feeThey were supposed to take care of it but as of yet I still have the charge on my credit cardUnbeknownst to me, security systems have to be registered in certain towns, mine included, so I had to delay install to get it registeredThe reason I wasn't informed of this in advance, is because Frontpoint had my shipping address entered as my service addressFrontpoint "assisted" me in registering by sending me misinformation-the wrong forms for a totally different location than where I live or where the equipment had been shippedWhen I complained, they sent me a rude email about how this was my responsibilityAfter all the miscommunication without even having opened the box, I decided to go ahead and return everythingThey have continued billing me the monthly fee and still haven't refunded me for the equipment or the "free" month of October

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 alarms reported

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 On 9/18/ Frontpoint received this customer’s rejection and our Support Supervisor reached out to discuss this customer's concerns via email On 9/22/Our Support Supervisor was able to speak with this customer in regards to the cancellation of their systemOur Supervisor offered to lower this customer’s early termination fee of $to $The customer accepted this offer At this time, this customer’s account has been charged $and is set to be cancelled on 9/30/Thank you and please don’t hesitate to reach out to us with any questions or concerns Best, Frontpoint

On a windy night in the wee hours I was awakened by the sound of breaking glass "This is no rehearsal", I thought, opened the ground floor window and climbed outWithout shoes or phone, I knocked on my neighbors' door We called the police and when they came, found that it was a transformer that had blownFor me to assume there was a home invasion shows how anxious I was...all the time I looked online for security systems and FrontPoint came out on top Easy to understand and install, reasonably priced, expandable and wireless! I sleep well now...thank you, FrontPoint!

[redacted] [redacted] 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: this is the same poor response they have given me times officially (and times unofficially)I don't understand how asking a customer to pay $for a service they won't be using is not fraudThis response is not and will not be acceptable Regards, [redacted]

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

I moved into a new home months ago where there were a number of sensors (including cameras) installed for the Xfinity Home service I figured I could sign up for the service and make use of those sensors After jumping through hoops trying to get an appointment setup, the contractor came by only to tell me that although I had an existing panel, I'd have to get a new panel as a part of the new contract The new panel, however, was not guaranteed to work with the existing sensors And even if they did, it would cost $20/sensor to re-pair them with the new panelI called Frontpoint immediately after the contractor left and spoke with Dave who got my account setup and included a couple of free sensors because he'd misquoted a price The gear showed up at my house days later (He also expedited for free since I was leaving on vacation the following day), I installed all the sensors and got on the phone with a rep to activate which went as smoothly as possible I was able to monitor the sensors through the app while I was away on vacation and the service has been fantastic since thenVery happy with the decision to use Frontpoint instead of Comcast, even though I'm using many less sensors

Got our system up and running with excellent customer service from FrontPoint Great peace of mind knowing our home and loved ones are protectedLove the app for my phone, lets me know quickly if a door has been opened Notifications are not always immediate, but within a minute or two

Frontpoint provides excellent technical support

I was in the market for a home security system and came across FrontPoint onlineI called the number on their website and was immediately connected to a sales associateThey were extremely helpful in getting to know my security goals and tailoring my security system to my needsWe 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 coveredThe 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 inThe shipping was fast and efficientWithin a few days, a large box showed up at my front doorEverything is nicely laid out inside of the box and comes with everything I could have asked forInstall took only about minutesAfter installing my new equipment to my liking, I called the number in the box to activate my home alarmA sales associate walk me through the process and the whole thing took less than five minutesI've had my system for a few months now, and I have yet to have any problems with the equipment or the serviceFrontPoint has given me an excellent home security system and the excellent customer service to matchI would highly recommend them to anyone in the market for a home security system

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/ one of our Support Supervisors reached out to this customer and apologized for any miscommunications/confusions there might have been between this customer’s two accountsThis Supervisor spoke to this customer and explained what happens if the customer unplugs their system, and there is still a need to call in/write their request to cancel service The customer insisted this had already happenedTherefore, our Support Supervisor told the customer we would honored their request to refund them for the last months of monthly service fees, (since the panel was unplugged) and we are canceling their service currentlyThe customer agreed to 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 satisfactionWe 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 / [redacted] Style Definitions */

Great product -- great service

FrontPoint has the kind of technology that works but is user friendlyAt first I was intimidated by installing my own equipment - but soon realized it was easy and fool-proofThe FrontPoint customer service people are responsive, capable and reliable

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 9/8/at 7:40pm one of our Support Managers was able to reach out to this customer and address their concerns via email and then phone about their previous alarming events and their desire to have anyone from our company stop calling them, but also to cancel their contractCustomer asked for a later call to discuss details of a resolution On 9/9/at 10:08am our Support Manager was contacted by the customer, and at the end of that conversation, both parties agreed it would be fair to let this customer out of their contract for free and have no contract payoff On 9/9/at 10:11am our Support Manager notated on customer’s account that the account and contract were to be canceled as of 9/30/On the same day at 10:16am this customer emailed our Support Manager detailing that they agreed to the terms of this resolution and cancelationThe Support Manager also contacted our billing department and asked them not to touch this customer’s account and to not charge for any further fees We make every effort possible to address each customer complaint fully and we hope this complaint has been resolved to the customer’s satisfactionWe 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 Security

We want to thank this customer for bringing their complaint to our attentionWe strive to make sure each and every customer has a great experience, which is why we are taking this customer’s complaint with the utmost seriousness Once 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 settlementThere were many exchanges between Frontpoint and this customer, as well as this customer’s tenantThis is the reason for the number of exchanges we have listed below, and they will hopefully serve as information both for this customer and for any party they might chose to share this with at a future date Below are our findings based on all customer interactions/account details/inbound and outbound calls made between Frontpoint and this customer: On 9/26/Customer signed a 3-year contract with Frontpoint Security On 3/19/Customer’s tenant called in to inform Frontpoint that they would be moving and bringing the system with them On 4/1/Customer called in to let Frontpoint know they were planning to transfer the account to their tenant because the tenant is moving and taking the system with themFrontpoint sent the customer an email listing two options regarding transferring their account to their tenant Option 1, hand the contract off to the tenantOption 2, have the customer’s tenant sign a new contract On 4/2/Frontpoint sent out an email notification to the customer regarding their control panel not communicatingThe customer responded to the email stating that their tenant was moving and that they want to take the system with themCustomer then asked again about how to handle this transfer situation On 4/3/One of our Support Specialists spoke with the Customer and let him know that we were waiting on his tenant to get their email up and running so that we could begin the contract transfer On 4/7/The customer’s tenant requested that we call them at pm EST to discuss the contract transferAt pm EST, one of our Support Specialist tried to contact the customer’s tenant but was unable to get in contact with them On 4/8/The customer’s tenant called in and spoke with one of our Support Specialists to troubleshoot their equipment and initiate the Contract TransferThe tenant’s information was sent for a credit check and the contract transfer document was sent to both the tenant and the current contract holder to sign On 4/10/The customer’s tenant called in to activate their new equipment and change the account information to their nameThe tenant was told Frontpoint could not do this per Frontpoint’s policyThe tenant also wanted to set up a payment plan as they would not be able to start payments until MayWhile the payment arrangement was being set up the call droppedOur Support Specialist tried to call back but was unable to get in contact with the tenant On 4/11/The customer’s tenant called in to update their credit card informationAlso, an email was sent to the customer asking for the customer’s authorization to change the name on the account to their tenant’s nameThis email also stated that this name change confirmation does not relieve them of their responsibility for the contract originally entered into with Frontpoint On 4/14/One of our Support Specialists spoke to the customer’s tenant about their equipment and then advised them that the contract transfer was not complete and this needed to happen as soon as possible Later that day, the tenant called back in to update their information on the accountTenant then expressed their desire to get the transfer process completed On 4/15/The customer was contacted in regards to a late paymentCustomer stated that their tenant was now responsible for the paymentsThe customer was told that Frontpoint would try to contact their tenant, however the contract was still in their (the customer) name On 4/16/One of our Support Specialists contacted the customer to encourage them to sign the contract transfer document so we could complete the transfer processThe customer stated they would sign the document On 4/19/One of our Support Specialists spoke with the customer who stated that they did sign the contract transfer document and sent it to their tenant to signCustomer then stated that if the tenant did not receive the document to let them know so they could resend it if necessary When trying to contact the customer’s tenant the call was immediately disconnectedOur Support Specialist called back a second time and was disconnected again Between 4/21/2014-4/28/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be left therefore a follow up email was sent every time On 4/29/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be leftOur Support Specialist also emailed the customer to inform them of the current status of the contract transfer On 4/30/and 5/1/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left On 5/12/One of our Support Specialists tried to contact the tenant, another individual picked up and took a message for them On 5/13/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left and a follemail was sent On 5/14/One of our Support Specialists spoke with the customer who stated that they were under the impression that the account was already in the tenant’s nameInformed them that the contract transfer document was not signed by their tenant yetCustomer then recommended a time that we should try to get in contact their old tenantCustomer requested we call them back at a future date Between 5/16/2014- 5/21/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Multiple voicemails were left On 5/23/One of our Support Specialists spoke with the customer who stated the tenant has the system and that they would contact them to encourage them to contact Frontpoint to complete the contract transfer process On 5/27/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left On 5/28/Customer called in though call was droppedOne of our Support Specialists did attempt to call the customer back though was unable to get in contact with themA voicemail was left On 5/29/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be left therefore a follemail was sent On 5/30/One of our Support Specialists spoke with the customer in regards to the past due payments on the accountThe customer was adamant that they have nothing to do with the accountWe let the customer know that their tenant has been unresponsive and that if the tenant do not sign the contract transfer document then they (the customer) are the responsible party that will be sent to our collections agency Customer stated that they would not pay for the accountWe informed customer that it is their responsibility to make sure their tenant finalizes the transfer processWe also let the customer know we will continue to keep trying to get in contact with their tenantThe customer then stated that they would try to contact their tenant as well On 6/1/One of our Support Specialists tried and was unsuccessful at contacting the tenant The primary phone number had no answer and the secondary phone number was disconnectedThe tenant’s email that was provided to us was invalid therefore we sent a follemail to the email address on file On 6/3/One of our Support Specialists contacted the customer’s tenant who stated they just got back into town from being overseas, the call was then disconnectedAn attempt was made to contact the tenant again though this was unsuccessfulA voicemail was left Later that day, the tenant called in unsure of why the account was not in their nameExplained that they had not yet signed the contract transfer documentThe tenant then paid off the past due payment and requested that we email the customer to inform them that they (the tenant) are paying for the account Between 6/6/2014-6/11/One of our Support Specialists sent multiple emails to the customer’s tenant stating that we still have not received the signed contract transfer document from themWe also let the tenant know that once the document is signed and completed then we will be happy to update the account to their name On 6/13/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Between 6/15/2014- 6/26/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 6/29/One of our Support Specialists spoke with the tenant who stated that they have been in the hospital and that it was a bad time to talkThe tenant then immediately disconnected the call Between 7/3/2014-7/14/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 7/16/One of our Support Specialists spoke with the customer about a past due payment on the accountCustomer stated that the account was transferred to his tenantLet customer know that tenant still had not signed the contract transfer document therefore they were still responsible for the account until that document is signed On 7/21/2014- One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left On 7/24/2014- One of our Support Specialists spoke with the customer and let them know that we were still waiting for their tenant to sign the contract transfer documentCustomer requested we call them back on a future date to keep them informed of the situation On 7/25/2014- One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left and a follemail was sent On 7/30/2014- 8/11/One of our Support Specialists spoke with the customer and let them know about the past due amount on the account The customer explained that they do not have the system and that their tenant is responsibleWe explained that the contract transfer process was still in progressThe customer then requested we call them back on a future date to keep them informed of the situation On 8/12/One of our Support Specialists reached out to the customer about the past due payments on the accountThe customer expressed frustrations and told the Support Specialist that they were talking to their lawyers about Frontpoint’s “harassing” callsThe customer then gave us the contact information for his tenant and told us to contact themDue to the nature of this call our Support Specialist transferred the customer to a Support SupervisorOur Support Supervisor explained the situation to the customer so they could understand why they were receiving calls about past due paymentsThe customer stated that they did not want to be contacted in regards to the billing matters and that they would be taking all their contract and transfer documents to their lawyerThe Supervisor explained that we have been trying to assist in the transfer processThe customer did not believe this to be true and refused to give us an email address so we could follow up with them Between 8/26/2014-9/2/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 9/5/One of our Support Specialists spoke with the customer who stated that they never want to hear from Frontpoint again and that they spoke with their tenantWe asked that they advise their tenant to call us and the customer stated that they would tell their tenant to contact us On 9/9/One of our Support Specialists spoke to the tenant who requested we call them backWe also spoke with the customer about the account and past due amountCustomer stated that they will not pay and that they are going to get a lawyer involvedCustomer then requested the contract transfer documents be resent On 9/10/2014- One of our Support Specialists spoke with the customer who stated that their tenant was traveling for work and that they do not know when the tenant will be backCustomer then gave us two different email addresses for the tenant On 9/22/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them On 9/23/One of our Support Specialists spoke with the customer who insisted that they have nothing to do with the system and that the transfer was processedWe explained to the customer that their tenant has been unresponsive for months and that the contract transfer document has still not been signed by themWe encouraged the customer to tell their tenant to call us to complete the transfer process Between 9/29/2014-10/2/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left On 10/9/One of our Support Specialists reached out to the tenantThe tenant answered the phone though quickly disconnected the call once our Representative introduced themselvesWe then contacted the customer to inform them of this most recent interactionFrontpoint explained the past due payments again to the customer and also explained that we do not want to see the customer’s account get sent to our Collections agencyThe customer was advised to get in touch with their tenant again Between 10/10/2014-10/14/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 10/21/One of our Support Specialists spoke with the tenant and confirmed their email address so we could resend the contract transfer document to themThe specialist then informed them about the past due payment on the account and they stated that they would take care of it and requested that we call them back at another timeWe then contacted the customer to inform them that we spoke with their tenant and are sending another contract transfer document and that they would need to sign it On 10/30/The account was sent to our Collections agency due to the past due payments not being paid by the responsible party listed in the official contract/security agreement While we completely understand that this may be frustrating, we encourage this customer to reach out to their tenant to resolve/discuss any concerns regarding this situationFrontpoint can only transfer a contract (and financial responsibility) when two separate parties agree and sign that transfer agreementFrontpoint highly values excellent customer service, which is why we attempted to contact this customer’s tenant over times, with the intent to help expedite and complete this contract transfer process We hope that the above listed dates with their corresponding interactions help explain how Frontpoint has done everything possible to assist this customer during, before, and after being sent to collections for past due payments Thank you, and please don’t hesitate to reach out if there are any other questions or concerns Kind Regards, Frontpoint

I've had various security systems in my home for over yearsSome were self-installed, some were the big name systemsFrontPoint is the best of all of themThe equipment is easy to install and use, the fees are very reasonable and the customer service is first rateI'm in my fourth year with FrontPoint and have only good things to say about themHighly recommended

[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 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 2/14/This customer called in and spoke with one of our Account Specialists in regards to cancelling their accountThe customer was informed that they currently have remaining months on their contract and that the cancellation payoff is 80% of those remaining months which totals $The customer declined to pay this and the account was left as active On 2/14/Frontpoint received this customer’s complaintOne of our Support Supervisors spoke with this customer and offered to reduce their contract termination fee from $to $The customer was unable to pay this amount upfrontFrontpoint then offered to keep the account active for additional months and to close it on the last day of the 4th month with no termination feeThe customer agreed to this offer After the phone call, Frontpoint set the customer’s account to cancel on 6/30/and also emailed the customer with a confirmation of their agreement Thank you and please don’t hesitate to reach out to us with any questions or concerns