FrontPoint Security Solutions

Hello,
Every customer complaint is very important to us here at Frontpoint, which is why we have been very careful to review this customer's account and desired complaint resolution.
As of 6/9/15 one of our Support Supervisors was able to reach-out and...

confirm with this customer they have been refunded their requested amount and this customer is now refunded to their satisfaction. 
If there is anything else we can do for this customer or the Revdex.com please let us know, as we're happy to help!
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

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 4/17/2017 Frontpoint received this customer’s rejection and
another Supervisor reached out via phone. The Supervisor explained to the
customer that the invoices received were invalid as they were for previous past
due balances that were cleared as of 4/12/2017.
Our Support Supervisor also informed the customer that all
balances are clear, and both accounts are set to cancel on April 30th.
Thank you and please don’t hesitate to reach out to us with any
questions or concerns.
Best,
Frontpoint

Ez to use,good customer service

Good Morning,On 10/12/2016 This customer called and spoke to one of our
Support Specialist regarding Door and window sensors and their contract.
On 10/14/2016 the customer called in and spoke to one of our
Support specialist. During the conversation, one of our Support Supervisors approved
to send this customer two free door and window sensors. This was a total
discount of $64.98.
On 10/17/2016 Frontpoint received this customer’s complaint
from the Revdex.com and one of our Support Supervisors attempted to contact this customer
though was unsuccessful. A voicemail was left and an email was sent. 
On 10/18/2016 one of our Support Supervisors attempted to contact this customer
though was unsuccessful. A voicemail was left and an email was sent.
At this time Frontpoint has been unsuccessful in reaching
this customer. We recommend that the customer reaches back out to our Support
Supervisor so that we may address their concerns accordingly.
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.
Best,
Frontpoint

I moved to my new home and looked for a new security system not requiring a land line. FrontPoint was the best system I decided because it was easy for me to install and customize for my needs. I did it in a half hour. I then called the office and activated it in a few minutes. My family and I relax when we set the system and know that if anyone tries to enter our home the police are notified. Same if a fire occurs, the fire department is immediately notified. This system lowers my insurance costs and gives me piece of mind. I have used this system for over three years and love it!

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

Good 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 12/18/2017 One of our
Support Supervisors spoke with this customer regarding their concerns about
losing Interactive Features once their Risk Free Trial Period was over. Our
Supervisor then offered to allow the customer to keep their Interactive
Monitoring features at the Protection Monitoring price of $34.99 until December
2018. In addition, the customer was also offered 3 free months of monitoring.
The customer accepted this offer.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

On Thursday July 21, 2016 I had placed a call to Kevin B[redacted] and explained to him what was wrong with my system. He then turned me over to “Robert” who was of some help however he needed to meet his quota of “remove the panel from the wall”. After a while of trying to talk to this individual (I am being kind here) I hung up. I immediately called back to talk with Kevin B[redacted] and I was informed he had left not only for the evening but he was also off on the weekend. I asked to leave a voice message and the person I was talking with stately snidely “sure here ya go”. Another individual in a low voice said “Kevin B[redacted] BEEP”. To this I am suppose to pay a monthly fee to monitor my home, nonetheless that I am handicapped!!! I want this issue resolved.

[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:I am writing to complain about Frontpoint home alarm and safety system, which so far has been completely ineffective against protecting my home while away and traveling. Unfortunately, during the heavy rains and storm we get in Texas, this product that I signed a verbal agreement just not the greatest as salesman said or there advertisment. I signed back 2/2016 and since then until Nov 2017 it was a nightmare on the phone repeatedly trying to cancel after a few of alarms replacement including cameras they send to shut me up. I was loyal to them even knowing the product failed to work correctly several times I still had them withdraw $52.00 from my account monthly. I contacted them about canceling and they used shady customer service tactics to keep me abroad and prone they have attorney that can sued me. I believe this company isn't understanding with all my proof I send them and conversation I had they should had just let me walk away. Instead they wanted me to pay for defective products submitted to secure my home while I'm servicing for [redacted] and helping with the disasters. I finally hired a private professional installation company to take out there crap as the installation guy said and installed a state of the art home security system not one that continue not to work correctly and they expected me to pay $400 for canceling.I am most annoyed that I wasted a morning and evening talking to customer service fixing after numerous times they did but it just went down again to many times. I repeatedly tried to ask the supervisor and representative about canceling my service to a zero owing being it just poor service and product didn't secure my safety of my home while away. I refuse to pay the $400.00 and was hoping they cancel and not ruin my credit in anyway. I trust they do what's right and cancel and not charge me.
Regards,
[redacted]

Wish the panel was not hardwired. Difficult to find an easy install point in older homes. Family has competitors system & is able to set up better.

This system is very advanced. Love the fact that it is completely wireless so electrical or telephone failure will not impede it's operation. They have the best customer service of any company I can remember.

[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]

Got our system up and running with excellent customer service from FrontPoint. Great peace of mind knowing our home and loved ones are protected. Love 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.

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.  I would have liked more of a refund because of the number of bypasses to the alarm, however we agreed to terminate the contract in a couple of months and I will finish it out at the end of my lease. As of yesterday, someone was still able to see my alarm system remotely. FrontPoint has always had excellent customer service which I appreciate. The resolution we came to is ok.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I want to pay the $85.98 but they don't want to have me pay by check $10 per month until paid  also they won't accept $85.98 as a one time payment by check either.  they created the $575 reduced to $125 to $85.98 out of thin air. I cancelled the service back in december last year when I cancelled my auto pay and then notified them by email.  they want me to use a debit card and pay them electronically  and I cannot./will not. these are crooks and I cannot give them anything accept checks $10 per month on the $85.98.
Regards,
[redacted]

I moved into a new home 3 months ago where there were a number of sensors (including 4 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 panel.
I 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 2 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 then.
Very happy with the decision to use Frontpoint instead of Comcast, even though I'm using many less sensors.

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 10/24/2017 One of our Support Supervisors attempted to contact this
customer though was unsuccessful. A voicemail was left. In addition, our
Supervisor emailed this customer to let them know that Frontpoint would be
cancelling their account by the end of October.
On 10/25/2017 The customer emailed our Supervisor
back with their request to cancel their account.
On 10/30/2017 Frontpoint cancelled this
customer’s account. Our Support Supervisor then emailed this customer to let
them know that their account was closed and that there will be no further
charges.
Thank you, and please don't hesitate to reach
out with any question or concerns.
Best,
Frontpoint

The system is easy to install. We had a question during installation and contacted customer service. They were great. We especially like that we can control the system from our smart phone.