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Reviews FrontPoint Security Solutions

FrontPoint Security Solutions Reviews (593)

I have had FrontPoint Security for several years and completely satisfied with their service. So far I have not had any issues with the alarm. When calling them about my smoke detector, the representative was very helpful, courteous and issue resolved before getting off the phone. I would highly recommend FrontPoint Security for your home alarm. It was a very easy setup for me and I feel comfortable leaving my home knowing it is secured with an alarm from FrontPoint Security.

I ordered FrontPoint for 30-day free trial. Was charged immediately for equipment but didn't arrive here via FedEx for 5 days. The contents of box was not what the sales rep and I discussed and was missing 4 door/window sensors. Called and they agreed to send 4 more sensors ("I must have misunderstood or salesperson was trying to save me money"). In the mean time, I installed the system in about 20 minutes except for the Skybell doorbell camera. Took 2 days to figure out how to install since it was 3 inches wide but the molding around my front door where doorbell located only 1 inch wide. After making my own adapter, I got it installed and immediately found the camera was unable to view anybody's face. When I tested it using my cell phone outside, I could only see my chest area. I had to move 7 feet back and down two steps off porch to see my face. The camera has fixed focus, cannot be zoomed or turned in anyway. Totally inadequate so called FrontPoint and sent back doorbell camera after all my work to install it and received a $50 credit on Oct 3.
A week later, I decided FrontPoint did not meet my needs so called and got authorization to return entire system (12 days after I received it).. My credit card was charged for first month's monitoring Oct 3. The equipment was received back by FrontPoint with FedEx confirmation on October 7. I called on October 14 asking about my refund and was told it had been processed and submitted that morning. I should have refund back to my credit card in 3-5 business days. It is now Oct 20 and still no refund. Called and got the runaround from billing department saying my refund wasn't processed until Oct 18 (Didn't they tell me it was processed on Oct 14?). I finally asked to speak with supervisor.
Supervisor confirmed that the refund request was submitted on October 14 but had been "denied"? WHY? Was not told why. I sent system back 12 days after receiving it. Supervisor said refund request had been resubmitted and processed for refund on Oct 18 and my bank was probably holding it for a few days. Received email from FrontPoint billing supervisor indicating refund to credit card done Oct 18 and should have received it.
Called credit card company and they have received NOTHING from FrontPoint regarding a refund. I am giving them one more day from Oct 18 for credit to show up on my credit card account. If it doesn't happen tomorrow, credit card company will handle it as a dispute and contact FrontPoint to resolve.
FrontPoint may have a 30-day free trial period but it takes a LONG TIME to get refund (at least two weeks or more from the day they receive system back). It is totally unacceptable. FrontPoint may claim to be #1 wireless security system but their customer and billing services are extremely poor.
The equipment comes with no user manuals or information on how to use the it. I made multiple phone calls to technical support to get it all operational. The equipment itself is low end quality. I had no experience with FrontPoint response to an alarm as I didn't have any during the 10 days it was up and running.

We want to thank this customer for bringing their complaint
to our attention. We 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 settlement. There were many exchanges between Frontpoint and
this customer, as well as this customer’s tenant. This 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 9/26/2013 Customer signed a 3-year contract with
Frontpoint Security.
On 3/19/2014 Customer’s tenant called in to inform
Frontpoint that they would be moving and bringing the system with them.
On 4/1/2014 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 them. Frontpoint sent the customer an email
listing two options regarding transferring their account to their tenant.
Option 1, hand the contract off to the tenant. Option 2, have the customer’s
tenant sign a new contract.
On 4/2/2014 Frontpoint sent out an email notification to the
customer regarding their control panel not communicating. The customer
responded to the email stating that their tenant was moving and that they want
to take the system with them. Customer then asked again about how to handle
this transfer situation.
On 4/3/2014 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 4/7/2014 The customer’s tenant requested that we call
them at 3 pm EST to discuss the contract transfer. At 3 pm EST, one of our
Support Specialist tried to contact the customer’s tenant but was unable to get
in contact with them. 
On 4/8/2014 The customer’s tenant called in and spoke with
one of our Support Specialists to troubleshoot their equipment and initiate the
Contract Transfer. The 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 4/10/2014 The customer’s tenant called in to activate
their new equipment and change the account information to their name. The
tenant was told Frontpoint could not do this per Frontpoint’s policy. The
tenant also wanted to set up a payment plan as they would not be able to start
payments until May. While the payment arrangement was being set up the call
dropped. Our Support Specialist tried to call back but was unable to get in
contact with the tenant.
On 4/11/2014 The customer’s tenant called in to update their
credit card information. Also, an email was sent to the customer asking for the
customer’s authorization to change the name on the account to their tenant’s
name. This email also stated that this name change confirmation does not
relieve them of their responsibility for the contract originally entered into
with Frontpoint.
On 4/14/2014 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 account. Tenant then expressed their desire to get the
transfer process completed.
On 4/15/2014 The customer was contacted in regards to a late
payment. Customer stated that their tenant was now responsible for the
payments. The customer was told that Frontpoint would try to contact their
tenant, however the contract was still in their (the customer) name.
On 4/16/2014 One of our Support Specialists contacted the
customer to encourage them to sign the contract transfer document so we could
complete the transfer process. The customer stated they would sign the
document.
On 4/19/2014 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 sign. Customer 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
disconnected. Our Support Specialist called back a second time and was
disconnected again.
Between 4/21/2014-4/28/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them. A
voicemail was unable to be left therefore a follow up email was sent every
time.
On 4/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left. Our Support Specialist also emailed the customer to inform
them of the current status of the contract transfer.
On 4/30/2014 and 5/1/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 5/12/2014 One of our Support Specialists tried to contact
the tenant, another individual picked up and took a message for them.
On 5/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left
and a follow-up email was sent.
On 5/14/2014 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 name. Informed them that the contract transfer document
was not signed by their tenant yet. Customer then recommended a time that we
should try to get in contact their old tenant. Customer requested we call them
back at a future date.
Between 5/16/2014- 5/21/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Multiple voicemails were left.
On 5/23/2014 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 5/27/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was left.
On 5/28/2014 Customer called in though call was dropped. One
of our Support Specialists did attempt to call the customer back though was
unable to get in contact with them. A voicemail was left.
On 5/29/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them. A voicemail was
unable to be left therefore a follow-up email was sent.
On 5/30/2014 One of our Support Specialists spoke with the
customer in regards to the past due payments on the account. The customer was
adamant that they have nothing to do with the account. We 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 account. We
informed customer that it is their responsibility to make sure their tenant
finalizes the transfer process. We also let the customer know we will continue
to keep trying to get in contact with their tenant. The customer then stated
that they would try to contact their tenant as well.
 On 6/1/2014 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
disconnected. The tenant’s email that was provided to us was invalid therefore
we sent a follow-up email to the email address on file.
On 6/3/2014 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 disconnected. An attempt was made to contact the tenant again
though this was unsuccessful. A voicemail was left.
Later that day, the tenant called in unsure of why the
account was not in their name. Explained that they had not yet signed the
contract transfer document. The 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 6/6/2014-6/11/2014 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 them. We 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 6/13/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
Between 6/15/2014- 6/26/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 6/29/2014 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 talk. The tenant then immediately disconnected the call.
Between 7/3/2014-7/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 7/16/2014 One of our Support Specialists spoke with the
customer about a past due payment on the account. Customer stated that the
account was transferred to his tenant. Let 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 them. A 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 document. Customer 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 them. A voicemail
was left and a follow-up email was sent.
On 7/30/2014- 8/11/2014 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 responsible. We explained that the contract transfer process was still in
progress. The customer then requested we call them back on a future date to
keep them informed of the situation.
On 8/12/2014 One of our Support Specialists reached out to
the customer about the past due payments on the account. The customer expressed
frustrations and told the Support Specialist that they were talking to their
lawyers about Frontpoint’s “harassing” calls. The customer then gave us the
contact information for his tenant and told us to contact them. Due to the
nature of this call our Support Specialist transferred the customer to a
Support Supervisor. Our Support Supervisor explained the situation to the
customer so they could understand why they were receiving calls about past due
payments. The 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 lawyer. The Supervisor explained that we have been
trying to assist in the transfer process. The customer did not believe this to
be true and refused to give us an email address so we could follow up with
them.
Between 8/26/2014-9/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 9/5/2014 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 tenant. We asked that they advise their tenant to call us
and the customer stated that they would tell their tenant to contact us.
On 9/9/2014 One of our Support Specialists spoke to the
tenant who requested we call them back. We also spoke with the customer about
the account and past due amount. Customer stated that they will not pay and
that they are going to get a lawyer involved. Customer 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 back. Customer then gave us two different
email addresses for the tenant.
On 9/22/2014 One of our Support Specialists tried to contact
the tenant though was unable to get in contact with them.
On 9/23/2014 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 processed. We explained to the customer that their tenant has been
unresponsive for months and that the contract transfer document has still not
been signed by them. We encouraged the customer to tell their tenant to call us
to complete the transfer process.
Between 9/29/2014-10/2/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left.
On 10/9/2014 One of our Support Specialists reached out to
the tenant. The tenant answered the phone though quickly disconnected the call
once our Representative introduced themselves. We then contacted the customer
to inform them of this most recent interaction. Frontpoint 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 agency. The customer was
advised to get in touch with their tenant again.
Between 10/10/2014-10/14/2014 One of our Support Specialists
tried to contact the tenant though was unable to get in contact with them.
Voicemails were left and follow-up emails were sent.
On 10/21/2014 One of our Support Specialists spoke with the
tenant and confirmed their email address so we could resend the contract
transfer document to them. The 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 time. We 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 10/30/2014 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
situation. Frontpoint can only transfer a contract (and financial responsibility)
when two separate parties agree and sign that transfer agreement. Frontpoint
highly values excellent customer service, which is why we attempted to contact
this customer’s tenant over 25 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

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 12/5/2017 One of our
Support Supervisors spoke with this customer regarding the charges they
incurred while they were moving to a new home. Our Supervisor ensured that
their account was cancelled and offered to credit this customer for the 2
months of monthly monitoring they incurred totaling $85.98.  The customer accepted this offer.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

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 5/5/2016 One of our Support
Supervisors spoke with this customer about the cancellation of their account
and the equipment charge and monthly monitoring
charge that they incurred.
The customer then told our
Supervisor that they disputed the monthly monitoring charge of $44.99 and the equipment charge of $266.91 totaling $311.90 with their bank and have received all
of their money back.
On 5/11/2016 Frontpoint
processed this customer’s returned equipment and ensured that their account is cancelled.
Thank you, and please
don't hesitate to reach out with any questions or concerns.
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...

9/25/2015- One of our Account Specialists
spoke with this customer about cancelling their account. The customer then sent
Frontpoint an email with their request to cancel.
Also on 9/25/2015 One of our Support
Supervisors tried to contact the customer though was unable to get in contact
with them. A voicemail was left and a follow-up email was sent.
On 9/28/2015- Our Support Supervisor tried
to contact the customer though was unable to get in contact with them. A
voicemail was left.
Also on 9/28/2015 The customer sent an email to Frontpoint stating that their concerns have been taken care of.
On 9/29/2015 Frontpoint cancelled this
customer’s account.
Thank you, and please don't hesitate to
reach out with any question or concerns.
Best,
Frontpoint

To Whom It May
Concern:
 We would like
to again thank the Revdex.com for their assistance in this matter.
After the
customer rejected our original response on May 20th, we reached out
to the customer via phone to discuss their rejection. We have tried our best to
work out a resolution with the customer that they think is right and we have
contacted them many times in response to their concerns. Specifically in this
customer’s situation, we have offered our sincere apology, reimbursed the
customer their incorrect billing, and offered to pay for the customer’s
overdraft fees. We have requested numerous times that the customer work with us
to let us know what they think the best resolution for this situation would be.
The customer would not specify what they wanted as a resolution, so we decided
to send the customer a check for $50 to cover any overdraft fees that the
customer mentioned they had encountered.
We think it’s only right to cover those estimated overdraft
fees that the customer encountered due to our mistake, and will still be
mailing the customer a check for $50 by May 26th. It is the customer’s decision
whether they would like to accept it. 
During our
phone conversation on May 20th (in response to the customer
rejecting our original response) the customer notified us that they no longer
want to be contacted by our company and requested that all communications with
our company cease. We will of course honor the customer’s request and we will
no longer be in contact with the customer.
We feel that we have done everything possible to rectify
this situation for the customer and that the customer’s request to not be
contacted again is a statement that the customer is unwilling to communicate
with us going forward. However, should the customer change their mind, they
have the contact information of our Manager of Support and we would be more
than happy to hear from them.
Thank you again
and please let us know if there is anything else that we can provide.

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 5/31/2016 This customers initial
3 year agreement with Frontpoint ended and
their account rolled over to a month to month...

contract.
On 11/4/2016 The customer worked with our Support Team to renew their agreement for another 3 years in exchange for a free Control Panel.
This was a total discount of $238.99
On 3/6/2017 this customer spoke with one of our Account
Specialists regarding cancelling their
account. Our Account Specialist explained there was an
early termination fee of $1,066.15 as
there are 32 months remaining in the agreement. The customer did not cancel the
agreement and the account remained active.
On 3/6/2017 Frontpoint received the customers Revdex.com complaint
and one of our Support Supervisors reached out to the customer via phone. It
was explained again to the customer that the early
termination fee is required as there are still 32 months remaining in their renewed
contract. Due to this customer’s specific
situation, Frontpoint offered to void this
customer’s renewal upon the return of the Control Panel they received for
signing the 3 year agreement. After the phone call, our Supervisor emailed the
customer a prepaid FedEx Return Label to ship the Control Panel back to
Frontpoint.
As of 3/10/2017 There has been
no updates on the tracking information and the
customer’s account remains active.
Frontpoint encourages the customer to return the equipment
as soon as possible to avoid further monthly monitoring charges. Upon the return of the Control Panel, Frontpoint will
void the renewal and cancel this customer’s account.
Thank you and please don’t hesitate to reach out to us with
any questions or concerns.

We recently moved and decided to try new security system. We clearly outlined the layout and design of our new home to the salesperson. After feeling confident with our research and their recommendation – we purchased and installed the system. It’s been two months and we still have yet to have a fully working system. There have been countless issues with the equipment and after spending a ridiculous amount of time on the phone – conducting repetitive testing – still no success. Sometimes it works and often is doesn’t. For the money and time spent – seriously disappointed in Frontpoint and would not recommend this security system if you want a reliable and secure home system.

[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 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 5/6/2017 One of our Support Supervisors was able to speak
with this customer regarding the perceived functionality issues with...

their
system. The customer requested that they be able to send back their equipment
for a full refund and stop any further montly monitoring charges. The
Supervisor offered to assist with troubleshooting, citing that per Frontpoint’s
agreement, all customers must be willing to troubleshoot their system. The
customer opted to not troubleshoot and our Supervisor then offered to see if
there were any additional options in regards to the full return of the system
and/or cancellation. Frontpoint offered to reach out once an offer had been
created.
On 5/8/2017 Our Supervisor spoke with this customer in
regards to the cancellation of their system. Frontpoint offered to allow the
customer to return their equipment and cancel their account, waiving the contract
termination fee of $999.80. Our Supervisor explained that no refunds would be
provided as the customer passed their Risk-Free Trial Period, and also due to
the fact that the malfunctioning of the equipment was due to environmental
factors in the customer’s home.
On 5/9 The customer contacted Frontpoint by email,
completing the necessary steps for cancellation and expressing their intent to
pursue other avenues to for reimbursement.
On this same day, our Supervisor responded to the customer’s
email expressing the understanding for the customer’s next steps and also
confirming that all steps for cancellation have been followed at this time and
informing the customer that the account would be set to cancel on 05/31/2017.Thank you, and please
don't hesitate to reach out with any questions or concerns.
Best,
Frontpoint

Frontpoint security is a rip off. The security components it uses are cheap junk. !!!!! Be very hesitant to sign a long term contract!!!!! Once you do you are stuck. Do yourself a favor and spend small amount of extra cash and go with a different company. Frontpoint security was one of the biggest wastes of money in my adult life.

Very happy with FrontPoint Security. So far no issues with the system. Setup was a breeze and whatever questions I did have, they were able to answer on the spot. Would highly recommend. Wish they were a slightly cheaper though.

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 2/14/2017 This customer called in and spoke with one of
our Account Specialists in regards to
cancelling their account. The customer...

was informed that they currently have 21 remaining months on their contract and that the
cancellation payoff is 80% of those remaining months which totals
$719.84. The customer declined to pay this and the account was left as active.
 On 2/14/2017 Frontpoint received this customer’s complaint. One of our Support Supervisors spoke with this customer and offered to reduce their
contract termination fee from $719.84 to $180.00. The customer was unable to
pay this amount upfront. Frontpoint then offered to keep the account active for 4
additional months and to close it on the last day of the 4th month
with no termination fee. The customer
agreed to this offer.
 After the phone call, Frontpoint
set the customer’s account to cancel on 6/30/2017 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.

Customer service has always been outstanding. Very responsive to questions and always able to quickly assess situations brought on by power outages.

[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: 10839720
I am rejecting this response because:
The company is portraying themselves as being the good guys here and I am not going to waste my time reading this in detail. It is a fraudulent misrepresentation and manipulation of the facts, and an attempt to hide their bullying behavior.  I have responded to them on multiple occasions. I have nearly canceled my bank account and permanently closed my email account in an attempt to avoid harrassment from them because despite canceling the account I continue to get threats of collection action via email, phone and mail.I canceled in writing and communicated that multiple times. They played games in an effort to ignore that fact. I am now done with them. They will have to send me by mail a return label and can send me a refund by mail because they will never have access to my bank account again.
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 7/13/2016 One of our Support Supervisors was able to get
in contact with this customer in regards to their...

complaint. Our Supervisor
offered to waive this customer’s early contract termination fee of $275.14. In
addition to this, Frontpoint also offered to waive 3 months of the past due
monthly charges totaling $128.97. The customer accepted this solution.
 Our Support Supervisor is monitoring the cancellation of
this customers account and will confirm with the customer when the account is
completely cancelled on 7/31/2016.
 Please let us know if you have any questions or concerns.
Best,
Frontpoint

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

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 8/10/2017 After receiving this customer’s
Revdex.com Complaint, one of our Support Supervisors emailed this customer about the return of their system
and the refunds that they will receive.
On 8/11/2017 Frontpoint submitted the credit
request for the equipment charge of $233.92 and the monthly monitoring charge
of $44.99 that this customer incurred.
Frontpoint then approved all credit requests.
On 8/15/2017 Our Support Supervisor emailed
this customer to provide them with the transaction numbers of their refunds so
the customer may contact their bank to determine the status of their refund.
These 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

Good afternoon,
We regret this customer has had an unsatisfactory experience with FrontPoint Security. We treat each and every customer complaint with the utmost seriousness, while making sure we take the time to thoroughly research every complaint in...

detail. 
Our Support Specialists, Supervisors, and one of our Support Managers have reached out to the customer on several occasions since we received his complaint to the Revdex.com, however have not had any success. In our attempts of contact we have offered the customer the option of returning his equipment to us for a $150 restocking fee and paying off his account balance of $69.98 in order to cancel and end his contract with us with no other payoff penalties. 
We have not heard from the customer as of this time. The customer has the direct contact information for one of our Support Managers and Supervisors, who will be happy to address and resolve any concerns the customer still has. 
We look forward to finding a resolution with and to show them how important customer care is to FrontPoint Security. 
Thank you, and please don’t hesitate to let us know if there are any further questions or concerns.
Best,
Teddy M[redacted]
FrontPoint Security

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Description: Burglar Alarm Systems - Dealers, Monitoring & Service, Security Systems Consultants

Address: 1595 Spring Hill Rd Ste 110, Vienna, Virginia, United States, 22182-2228

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