FrontPoint Security Solutions

I am in the market for a security system. I had a few questions and submitted my contact information for FrontPoint to contact me. FrontPoint contacted me and our conversation was ended abrubtly after exchanging names/location. After hearing that I live in "Las Vegas", the FrontPoint service agent apologized and hung up on me. I am still in shock at a customer service agent hanging up on me. I did a quick look online and FrontPoint does not cover Las Vegas, but may possibly cover North Las Vegas which is where my home address is. I gave them another call and said "Las Vegas" again when asked for location (out of habit) and the lady this time wouldn't even let me correct myself to "North Las Vegas" before she hung up on me. I am absolutely amazed at the pathetic customer service that FrontPoint gave me. Absolutely no respect for a potential future customer. I do not recommend FrontPoint to anyone. If you want a first hand demonstration, just call them and say you're from Las Vegas and see how they treat you.

security panel works fine. the cameras don't work very well. they cut in and out of connection all the time. not cool

We have been FrontPoint customers for almost 4 years now. We have had a wonderful experience with the company, the equipment and service. As a law enforcement officer, I understand the importance of a reliable home security system. I conducted extensive research before going with FrontPoint. I was specifically looking for a self install system. I have been very satisfied. I have since recommended their service to many friends who have also gone with FrontPoint. They have all reported equally positive reviews.
Installations and set up was a piece of cake. I have had the opportunity on a few occasions to call FrontPoint customer service for some minor issues. Their support team has always been great to work with, offering a quick and knowledgable response.
Their response to alarm calls is also fantastic. We have had a few false alarms and I am impressed with the quickness of their calls. Combined with their app, I have full control of my system.
If there has been anything negative to report, it is with the video cameras offered. They are very high priced, and I am less than impressed with the image quality and its recording abilities. While I appreciate the ability to track my home video from within the alarm.com app, my money would had been better spent on a different system with better image quality and more cameras for the same price.

Review: I signed up for a security system with Front Point in The product - sensor tabs and equipment - was of very poor quality and I did not want the systemI communicated to Front Point, but they would not take no for an answer, They kept wanting to try and instruct me how to use via the telephoneI understood how to use, however, the product did not work with my home and I did not want to use as my home security systemI did not realize that my account was being billed on a monthly basis...when I did, I called to immediately cancelled, and I was informed I was breaking the contract I had verbally terminated within the first days of purchaseI have now been sent to a collection agency and am being asked to pay $
I wish to form a complain again Front PointI have no intention of paying them any further moneyI never used the system, communicated I did not want the systemIn the spring of 2014, Front Point suggested that I transfer the system to someone else I knowI would never do such a thing.Desired Settlement: Immediately terminate pursuit of $that has been turned over to the [redacted] Recovery Corporation
Business
Response:
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 systemThis 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 voicemailOn 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
Consumer
Response:
[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 Administratively Resolved]
Review: [redacted]
I am rejecting this response because:

Review: I was researching home security systems last year. I found front point via an advertising online. The sales person was really pushing hard and since I travel frequently I had to make a decision over the phone and I dont them telling me the contract was 3 years guaranteed with no ability to get out. We used the system no more than 2 week. We have not used it at all since purchasing it. In fact the little plastic monitors fell off the doors and I simply do not use the service. They continue to call and seek payment and I told them I used it for no more than 2 weeks and I refus to pay. They sent the contract (which was all done online) and are demanding payment. I am refusing as it was misleading and the system is not being used.Desired Settlement: I will pay for the few months that are in arrears and want to move on. I lost my credit card and gor a new one and they are hounding me every weeek and I am fed up with them.

Business

Response:

Good afternoon,

My system was very easy to set up. I called FrontPoint and someone was immediately available to help walk me through the steps and was patient with me while I got everything hooked up. They were able to explain the sounds, buttons and everything associated with the system. Their customer service was extremely friendly and knowledgeable. I called back for assistance at a later time and he was able to walk me through the steps I needed even though I wasn't home. When I got home, everything was as he said and it was easy to follow the steps myself.

Since installing FrontPoint, we have had no issues with the equipment. It notifies us via text when arming and disarming with no problems. Very Satisfied.

FrontPoint is an excellent company to work with.

From the initial ordering process with customizing my alarm system to the customer service, FrontPoint Security Solutions is top-notch. I would recommend to anyone looking to install a new home security system or change providers.

Tried other alarm companies and even went through preliminary process of canceling my Frontpoint service because another alarm company used the "door the door" sales pitch on me. Luckily was able to cancel and get out of the door to door alarm company and stayed with Frontpoint. Customer service is hands down the best I have ever experienced as far as any company providing some sort of service is concerned. Frontpoint has definitely earned me as a faithful customer and am extremely pleased with the company and people I have talked to overall.

Review: Company will not cancel contract,wants me to pay exorbitant fees to cancel.When I spoke to customer service to explain that I do not use the system they told me that I still had time left on my contract and that I could cancel but that I would have to pay eighty percent of the remaining contract amount and past due balance also, even though I did not use the service.They told me that even If I did not turn the system on I would still have to pay for the rest of the contract.They told me If did not pay them they would give me bad credit.Desired Settlement: I would like the contract canceled and a zero balance on my account.also I do not want my account being reported for bad credit.

Business

Response:

To Whom It May Concern, Prior to receiving the Revdex.com Complaint, the last contact we had with [redacted] was on 3/7/13. The customer contacted us wishing to cancel their service, as they were no longer using the security system. During this conversation, we discussed different ways they might utilize the system to better suit their current lifestyle, and went over many different features they were not aware they had access to. At the end of this conversation, the customer decided they would keep their services with us, and contact us on a future date to coordinate their monthly monitoring payments for the past three months. Once we received the Revdex.com Complaint from [redacted], we attempted to reach them every day starting on 3/21/13 to determine what had changed from our previous conversation with them. We finally reached [redacted] on 3/27/13, where we discussed the complaint, and all concerns they brought to our attention. The customer was not happy with the contract payoff, which is 80% of the remainder of the contract, as they had ceased using the system. As the customer decided they no longer wanted our services, we offered to waive the contract payoff if the customer paid the past 3 months of monitoring which were provided to them, and not able to be processed. The customer wanted to discuss this with another party, and would let us know how they would like to proceed by 3/28/13. We have been unable to reach [redacted] after our conversation with her on 3/27/13. FrontPoint would like to make sure this customer is completely taken care of, and will honor the customer’s resolution in the Revdex.com Complaint. As of 4/30/13, this customer’s FrontPoint account will be fully cancelled. The monthly monitoring payments that were not able to be drafted for the past three months will be waived and the customer will not be responsible for the remaining 12 months of their contract. As well, there will be no impact on the customer’s credit score. The customer will still be monitored until the end of April at no charge to them, and all equipment they originally purchased from FrontPoint is there’s to do with as they wish. We hope this resolution addresses all concerns they have brought to FrontPoint and the Revdex.com’s attention. Please don’t hesitate to contact us with any further questions or concerns. Best Regards,FrontPoint Security [redacted] | Director of Social MediaFrontPoint Security[redacted]

As a new subscriber to home security systems, I did my research online before narrowing my choses to FrontPoint and ADT. As a retired Hampton police officer I have been familiar with A** for years. I was most impressed with the reviews and comments about FrontPoint's customer friendly approach and that was the deciding factor for me to purchase. I have been very pleased with ease of setup and the friendly phone assistance I have received on the one instance where my dog managed to trip the motion detector while we were away. I look forward to the future interaction with FrontPoint as now that my wife and I are both retired, we plan on doing some travelling and can feel confident our home and possessions will be left in safe hands.

I have only good things to say about FrontPoint security solutions. We've had only one minor problem with the system since it was purchased and that was resolved right away. The system was accidentally set off twice and we were contacted immediately.
Couldn't feel more secure.

Frontpoint is awesome. I recently purchased a home with the system already installed. The system was transferred to me by the new owners. The team at Frontpoint called to ensure the transfer was complete and to help guide me through the system. They followed up several times to ensure things were going smoothly and to answer additional questions. Fantastic customer service.

Review: I have received multiple increasingly annoying and aggressive phone calls from FrontPoint regarding a billing issue. I have never been their customer. They are phoning me and leaving messages in an attempt to contact one of their customers. Apparently this person listed me as an emergency contact and they want me tell them how to communicate with that person. I have repeatedly told FrontPoint to stop calling me. I have no interest in helping FrontPoint with their billing issues. But FrontPoint continues to call and harrass me. The last person I talked to said they would keep calling me until I tell them how to contact their customer.Desired Settlement: I want FrontPoint to stop calling me, or communicating with me in any fashion.

Business

Response:

To Whom It May Concern,

We were saddened when the Revdex.com brought this person’s complaint to our attention. Although this person was not a customer of ours, his phone number was listed as a contact for a customer he knew. We have proactively reached out to the person who wrote this complaint, and we are happy to say that we have removed his name and number from any and all accounts with our company. This person will no longer receive any correspondence of any kind from our company.

This person is very happy with our resolution and he has the direct contact information for one of our Managers of Support should he need anything in the future.

We are committed to the satisfaction of every one of our customers and the people we interact with, and are happy to have come to a resolution that this person is pleased with. Please don’t hesitate to let us know if the Revdex.com has any further questions regarding this customer’s concerns.

Kind Regards,

FrontPoint Security

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I continue to receive annoying phone messages from FronPoint. This week I have been contacted twice, most recently about 10 minutes ago.

Regards,

Business

Response:

To Whom It May Concern,

These calls were certainly not meant to continue taking place and we wholeheartedly apologize for them. We have manually removed this person’s phone number from all of our registries that are used to make calls. We can understand how frustrating this experience has become and are 100% committed to making sure that they no longer receive any further calls from us.

Of course, if there are any questions or concerns please don’t hesitate to let us know.

Best,

FrontPoint Security

Consumer

Response:

[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.]

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,

Excellent technology, reliable and superior service.

I have been a customer for over a year now and have had excellent customer service. There has been one alarm but it's because we painted our walls and restuck the sensor so when it fell to the floor it caused the alarm to go off. Front point called quickly and was very helpful.

Very happy with the service that we receive from FrontPoint Security. I would highly recommend them.

Review: In August I requested that my alarm service monitoring be cancelled tey confirmed that my last payment would be September 1st and cover me through the end of September for alarm service monitoring. In October I received an email saying that my account is past due and I owe $43.xx and I need to pay right away. Now they are telling me they cannot cancel my account until I pay this for the Month of October. I've been communicating with [redacted] and they will not back down and cancel my account and that they will eventually send it to collections. How dare they threaten my me and my credit history. It is an unethical business practice to charge someone for something they don't want to receive especially when they are no longer under a contract. I gave them adequate cancellation notice and now they are trying to squeeze more $ out of me.Desired Settlement: Cancel my account and reverse the charge on my account.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Oct 8, 2013 at 5:18 PM

Subject: complaint ID: [redacted]

To: [email protected]

Hi,

I am writing to let you know that my complaint is resolved. Please let me know if you need additional information.

Regards, [redacted] From: [redacted], [redacted] [mailto:[redacted]]

Sent: Tuesday, October 08, 2013 4:47 PM

To: [redacted]

Subject: FrontPoint Security Account **. [redacted], Per our conversation today your account will be cancelled effective 10/31/13. We have waived the past due amount of $42.99 that was incorrectly charged on 10/1/13. You will have service through 10/31/13. I looked into how to resolve your complaint with the Revdex.com. You can contact the Revdex.com with the information provided below. I would assume email is the easiest way to resolve the issue. You will just want to let them know that your complaint ID: [redacted] has been completely taken care of. We appreciate your business and if you have any additional questions please feel free to contact me directly. Revdex.com serving Metro Washington DC & Eastern Pennsylvania

WWW: http://dc-easternpa.Revdex.com.org

Email: [email protected]

Phone: ###-###-####

Fax: ###-###-####

1411 K St. NW, 10th Floor

Washington DC 20005-3404 Sincerely,[redacted] | Manager Of Customer RetentionFrontPoint Security1568 Spring Hill Road Suite 100 | McLean, VA 22102Email: [redacted]Tel: ###-###-#### | Fax: ###-###-####

I have been very happy with the service that has been provided. It was easy to install and the price is very reasonable. Also the customer service when I have had to call has been excellent. Thank you for keeping my property safe!!!!