FrontPoint Security Solutions

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

FrontPoint has been wonderful! We spent a lot of time researching before deciding on them. From the initial help with designing our package around our needs to the customer service we are 100% satisfied. They even rushed a new battery to us overnight due to an incoming storm that potentially could cause us to lose power. They are always professional and do whatever it takes to provide us with what we need to stay safe. An excellent choice in home security.

Very easy to install & set.
Reasonable priced.
Very quick on contacting you if your alarms go off.

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 3/28/2017 after receiving this customer’s complaint, one
of our Support Supervisors attempted to contact this customer, via...

phone,
though was unsuccessful. A message was left and an email was sent.
On 3/31/2017 Our Support Supervisor made a second attempt to
contact this customer, via phone, and was able to speak with the customer in
regards to their complaint. Frontpoint offered to refund the customer for 2
months of monthly monitoring totaling $87.89. Additionally, our Support
Supervisor assisted the customer in cancelling their accounts and stopping
monthly monitoring payments.
After the phone call, Frontpoint emailed a confirmation of
the agreement to the customer and submitted the refund, totaling $87.89.
On 4/4/2017 the refund of $87.89 was approved.
On 4/5/2017 the customer was notified, via email, regarding
the approval of the refunds.
Typically it can take up 3-5 business days for the customer
to receive the refunds to the account. We encourage the customer check the
account after this time frame to confirm they were received.
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.

Good Afternoon,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 3/14/2016 One of our Support Supervisors spoke with this customer to confirm that they received their refund totaling $44.99. The customer then confirmed that they have received their refund.Thank you, and please don't hesitate to
reach out 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 8/25/2016 one of our Fulfillment technicians received
this customers system. When looking into the account our...

Fulfillment technician
saw that this customer had not spoken with one of our Account specialist in regards
to the account.
 Also on 8/25/2016 one of our Support Supervisors attempted
to contact this customer to address their concerns related to this complaint
and was unsuccessful. A voicemail was left and an email was sent.
 On 8/26/2016 Our Support Supervisor made a second attempt to
reach out to this customer via phone. They were able to explain our return
policy and assure that refunds for equipment, totaling $362.91 would be
credited back to the customer. After the speaking with the customer, Frontpoint
submitted the refund totaling $362.91.
 Generally, refunds are approved in 1-2 business days. Once
approved, the transfer of funds is typically completed within 3-5 business
days. Once the refunds are approved, A Support Supervisor will notify this
customer of the completion of the process.
 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 12/13/2017 One of our
Support Supervisors spoke with this customer regarding their concerns with
their equipment. Our Supervisor then spoke to the customer about the layout of
their home and provided ideas on how to fully protect their home. Our
Supervisor then offered the customer two resolution options.
Option 1:
The customer could return 2 Motion Sensors and Frontpoint would then send out 11
Door/Window Sensors, the cost for the customer would total $40.91 (prior to
tax).
Option 2:
The customer could return
1 Motion Sensor and Frontpoint would then send out 11 Door/Window Sensors, the
cost for the customer would total $105.90 (prior to tax).
As of 12/20/2017 Our
Support Supervisor is working with this customer so that we may move forward
with one of the above resolutions.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

Good Afternoon,
Making sure each of our customers is taken care of and
provided excellent customer service is very important to us, which is why we
take this customer’s complaint very seriously and have investigated it
thoroughly....


As of this time one of our Support Managers has reached out
to this customer on two occasions regarding their Revdex.com complaint. On 7/30/2014
the manager was able to confirm the customer did return their system to us in
full. The customer was refunded their original payment for the system in the
amount of $102.95.
We can see on the customer’s account that we did process
this refund and it went through to their credit card on 7/23/201. On 8/01/2014
the customer verbalized that we did everything to their satisfaction and would
check with their credit card company to verify this refund does show on their
statement. We have not heard back from the customer as of this time.
We aim to address every customer concern with the utmost
care and respect, and we are 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 concerns. 
Best,
Teddy M[redacted]
FrontPoint Security

Great system

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
12/15/2014 one of our Support Supervisors was able to get in contact with the
customer...

and confirm that their account has been cancelled and that they would
no longer receive any other contact from our company in the future, as they
requested.
Thank
you, and please don't hesitate to reach out with any question or concerns.
Best,
Teddy
M[redacted]
Frontpoint
Security

Great service.Easy to connect with support.Always very helpful and patient.
However,cameras have been a problem.

Great security system. Easy to use and a great company to work with.

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.  
Please note that anytime you see an underscore like this “____” it represents...

customer
information and/or Frontpoint employee information that has been removed to
protect the privacy of all parties involved in this complaint.
On 7/31/2014 The customer signed their contract.
On 3/10/2016 The customer called in to cancel their account
and stated that they did believe they had already cancelled. One of our Support
Specialists looked into the customer’s account and then explained to the
customer that Frontpoint does not have any record of the customer’s attempt to
cancel in the past. Customer then threatened a lawsuit on Frontpoint and was
escalated to one of our Support Supervisors.
Our Support Supervisor spoke to the customer about their
account. The customer stated that they cancelled back in June of 2015, however,
Frontpoint could not find any calls or emails to support this. Frontpoint then
sent the customer’s signed contract to their email on file.
After receiving the email, the customer mentioned that there
was an error opening their contract as it was requesting a service code. Our
Support Supervisor then offered to research this error. In addition to
researching this service code error, Frontpoint explained our cancellation
policy and offered to lower the early termination fee (80% of all remaining
payments due under the contract) that normally applies when a customer desires
to cancel their account during the initial 36-month term. Customer did not
accept this offer.
On 3/11/2016 The customer sent the following email to
Frontpoint:
“Date/Time: 03/11/2016
12:18 AM
Sender: ___________ @[redacted].com
Recipient:
[email protected]
Body: __. ______,
Per our phone
conversation on 3/10/16; I am canceling my account/service with Frontpoint.
Upon receipt of this email I expect an immediate cancellation of all services
and a confirmation email. You stated that the cancellation could be done with
an email to any Frontpoint employee. I hope this is correct and will conclude
our business.
Respectfully,
______ ________”
On 3/11/2016 Our Supervisor replied to the customer with the
following email:
“Date/Time: 03/11/2016
8:02 PM
Sender: [email protected]
Recipient: ___________@[redacted].com
Body: Hello __.
________,
As we discussed, I did
reach out to our IT department and they have provided me with the access code
the document was requesting from you in your e-mail. They stated they tested
the code and have confirmed that it works. The code is ______. Please let me
know if you continue to have difficulty opening the document that Dale sent you
when you originally signed up with us.
As discussed both over
the phone and in my previous e-mail message, your account cannot be cancelled
without both the written notice and the early termination fee.
As stated in our
previous conversation and my previous e-mail, your original early termination
fee was $550.27, 80% of your initial term. I have reduced this for you as a
courtesy to $275.13 – half of what you would normally be required to pay to
terminate your agreement early in recognition that you stated you called in to
cancel previously. Again, we have no proof of this and you have not provided
any.
If one of these
cancellation requirements is not met, we will not be able to cancel your
account. This was outlined in the agreement you signed electronically with us
and were sent by [redacted] in sections 3 and 14.
Upon receiving your 30
Day notice the $275.13 payment to terminate your agreement early with us will
be processed to a valid credit/debit card and your account will cancel on the
last day of April if this transaction goes through.
Please let us know if
you have any further questions or concerns. You can reach me directly at (___)
___-____ or by responding directly to this e-mail.
Best Regards,
_____ _______ | Customer
Support Supervisor
Frontpoint
t. ___.___.____ f. ___.___.____”
 
On 3/14/2016 Our Supervisor made a second attempt to contact
the customer to follow up on their discussion though was unsuccessful. A
voicemail was left and an email was sent.
On 3/16/2016 Our Supervisor made a third attempt to contact
the customer to follow up on their discussion though was unsuccessful. A
voicemail was left and an email was sent.
At this time, Frontpoint has not heard back from this
customer. We encourage the customer to contact Frontpoint so we can work with
them to process their cancellation request.
Thank you, and please don't hesitate to reach out with any
question or concerns.
Best,
Frontpoint

I have had my system for around 2 years now and am very happy with it. Any problems I have had the tec person talked me through and any equipment problems have been quickly resolved.

[redacted]
I added the date when I first signed up for services, but this is a recent complaint since I just attempted to cancel services...

yesterday.

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 9/15/2015 Frontpoint processed...

this customer’s
return and submitted a credit request for all charges this customer made.
Frontpoint then approved the credit request
for an equipment charge totaling $101.93.
On 9/17/2015 One of our Support Supervisors
was able to speak with this customer and address their concerns.
On 9/18/2015 Frontpoint submitted a credit
request for the interest that this customer’s credit card incurred.  An email was also sent to the customer ensuring
that their account had been cancelled and that all obligations for returning
the system and closing their account have been completed.
On 9/21/2015 Frontpoint approved the credit
request for the interest incurred totaling $2.00.
On 9/23/2015- Our Support Supervisor attempted
to reach out to the customer to confirm that the credits did show up in the customer’s
bank account.
As of present, we have not heard from this
customer since our inquiry on 9/23/2015.
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,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

Good Afternoon,Every customer matters here at Frontpoint, which is why this customer's complaint has been taken so seriously. Once this customer's Revdex.com complaint was received, one of our Support Supervisor attempted to reach out this customer via phone and email. The customer called...

in a day later and spoke with one of our Account Specialists that apologized for any frustration or confusion Frontpoint has caused, and sent the customer a pre-paid [redacted] return label so they could return their entire system for a full refund.This customer has used that [redacted] return label and Frontpoint is simply awaiting the customer's equipment to arrive, then a refund will be processed in full.We hope this resolution is to the customer's satisfaction, and if we can be of assistance in any other way please don't hesitate to let us know. Thank you,Frontpoint

We have been entirely satisfied with our experience with Front Point Security. The prices are reasonable and the service has been excellent. No complaints .

Positives
-Incredibly good customer support, they even help you to install 3rd party devices
- Security monitoring is excellent
- Latest equipment available (QOLsys)
-Cellular monitoring exclusively - no WiFi montoring
- Built in Wifi gives external services like weather
- Alarm.com based smartphone app
- Windows interface allows great customization (if this then that, macros, etc.)
- Warranty on equipment purchased through them
- Support for basic Z-wave devices
Negatives
- Can usually get compatible equipment much cheaper online (eBay, Amazon)
- Long term contract required (3 years)
- Z-wave support is pretty basic, does not support many devices, including multi-function like curtain controllers
- Cheaper alternatives are out there but cannot vouch for their quality
- Monthly price determined by what kind and how many devices you have (3 tiers of service), but not as "nickel-and-dime" as other services that charge "per sensor".