FrontPoint Security Solutions

FrontPoint is a great company that takes excellent care of its customers. Their customer service representatives are very responsive and provide as much help and information as needed. They're always willing to take as much time as needed to talk me through changing the battery in the base unit or adding a new light timer. They always respond to any questions or concerns right away. We're extremely happy with their service and the quality of their products. We love the fact that the system is wireless and that we own the equipment and can take it with us if we move.

Review: There are many reasons why Front Point Security has been an extremely subpar company. Below are the reasons that led me to file this complaint:

1. From Day 1 (purchase of the service), they got my physical address wrong. Now for most businesses, I wouldn't find this distressing. However, as an alarm company, this is a VERY important piece of information. I did not find out that my address was wrong until I had to call customer service for a separate issue, listed further below. Had there been an issue (break-in or medical emergency), the police/medical response would have gone to the wrong address. My contact specifically states "[redacted]" which is incorrect.

2. Upon sending me my security system, they sent it to my boyfriend's address (in his name). They were supposed to send it to his address, in my name. My boyfriend being confused about receiving this package, called them to say that he didn't order this system, which caused a big mess as they didn't seem to even understand what was going on. I hadn't even received the system yet, and it was already turning into a nightmare. My boyfriend then received numerous phone calls to "activate" his system. When the only reason they had his information is because he is my emergency contact. This was an extremely disorganized process!

3. Upon setting up my system with Front Point, at some point during the first few weeks, my system lost its signal. I didn't know about this until I realized about 2 WEEKS LATER that my sensors were not syncing with the security app on my phone. Upon calling Front Point, they said that they have "too many customers" to monitor the status of every house. Their website clearly states 24/7 monitoring. They told me that I needed to set up notifications on my system so that I know when it goes down. So, they ended up blaming it on me, because I didn't use the notifications correctly. How is this one of the BEST alarm companies? And how is this the security and piece of mind that I paid for?

4. I got a survey from Front Point on March 1st. I gave my honest feedback of the service thus far and Marissa J[redacted], a customer service rep, contacted me about the survey. I thought this may be a turnaround point, but instead I was again disappointed. Instead of fixing my problems with the service, she only gave me excuses and cookie cutter responses. The phone call left me even more frustrated with the service.

5. The sales tactics of this company are extremely forceful. I mentioned several times that I was not interested in a credit check at the time, but they kept pushing and pushing.

I feel that this company lies about their five star status on their website and misrepresents the offerings of their services. On their website, it states "FrontPoint's Monitoring Center is one of the highest-rated monitoring facilities in the country. We are on the job every minute of every day, keeping vigilant, to keep you safe." Clearly, from the above issues that I've had, this company is certainly not the highest ranked facility and they are not vigilant at what they do.Desired Settlement: I have been paying for services not rendered as advertised, so I would like for my contract to be cancelled without having to pay out the remainder of the contract or cancellation fees therein.

Business

Response:

Good Afternoon,Making sure every customer has an excellent customer service experience and a reliable security system is something we take very seriously which is why we have thoroughly investigated this customer’s complaint.On 9/5/14 at 12:59pm one of our Support Managers reached out via email to this customer and asked for the best time to speak on the phone regarding their complaint and desire to cancel their account with us free of charge or payoff.On 9/5/14 at 7:40pm our Support Manager was able to have a discussion on the phone with the customer. The customer mentioned wanting to add onto their system but found the prices of equipment to be high. Our Support Manager offered the customer to buy one wireless outdoor camera in full, and they would get one other for free. Our Support Manager also offered that if more equipment was not what the customer wanted, they could also cancel their contract for free as long as their equipment was returned to FrontPoint.On 9/8/14 at 7:02pm this customer notified our Support Manager that they did not wish to purchase more equipment and would like to cancel their account free of charge under the stipulation that they agreed to send all their security equipment back to FrontPoint.On 9/8/14 at 7:06pm this customer emailed our Support Manager confirming they wished to cancel their contract and they would return their equipment.We make every effort possible to address each customer complaint fully and we hope this complaint has been resolved to the customer’s satisfaction as requested in their desired settlement. We are always happy to assist in any other way needed.Thank you, and please let us know if there are any other questions or concerns.Best,Teddy M[redacted]FrontPoint Security

Consumer

Response:

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,

The completely wireless hookup was easy and convenient. No major problems, but the monthly monitoring is a but higher than other services. Outstanding customer service.

I have had Front Point Security since 2012. In all my dealings I have been happy with the sales, support, and ongoing service. I would definitely recommend it to a friend. I have installed several door and window sensors, a few motion sensors, and a fire alarm and flood sensor. I also placed a garage door sensor on our garage door. We have a medical alert for my mother in law who lives with us. When I had a unit battery going dead, Front Point immediately sent me another one. Customer service has always been very responsive.

Review: My intentions were to contract service for only one year. I have sent emails to rep requesting that. Rep accepted conditions over the phone. Equipment and one year service were paid in advance, and services disconnected after one year of usage ~ all corroborated by company. Merchant claims contract was for 3 years and continues billing me, they already deducted 12 more months of service after I discontinued service. Contract was electronic and signature obtain electronically, but I didn't know rep would send 3 years contract as opposed to one year contract as agreed. The fact that I: a. paid one year in advance b) sent emails requesting only a one year service and c) disconnected usage after one year of service, clearly proves my intentions.Desired Settlement: $42.99 x 12 months of extra service paid = $515.88

Business

Response:

3 year contract is absurd. With a company like alarm monitoring there's no reason for any contract. Motion detectors are spotty at best and the digital upgraded keypad is sluggish and slow when used.

Review: Around the beginning of the year (sorry, unable to find original bill of sale), I purchase the security product but never had it activated.

When I saw the deductions coming from my bank account, I called and asked why, when the services was not activated and was told that "it had the potentcial to be activated" and could refund my money.

Bank card was changed and they were no longer abel to take from my account.

Then I started getting late notices and the last one theaten that it could go to collections.Desired Settlement: I have spent a lot of money for this security system and would like to keep it, I just fell that I should not be billed for services I have not received and to stop the late notices.

Business

Response:

My Frontpoint service is wonderful. They've never failed to monitor my system and sent me a replacement battery within days at no charge. Best value and company around.

FrontPoint overall has been pretty good. No complaints, good customer service. The only thing I would say is that their monthly rates are a little high, but aren't much different than most traditional monitoring service rates. When my contract is up in May I am going to attempt to negotiate a new rate, comparing to newer services like SimpliSafe it seems like there's more competition in the space now. $50 a month for home monitoring is quite high IMO, I think the price to value ratio should be more like 15-25$ a month.

Review: We bought an alarm system through Front point and the system never worked correctly. Then our house got totally destroyed by hurricane Sandy so obviously we didn't need the alarm system anymore but they continue to bill us despite the countless times I've spoken to them. We were told that we would be credit back for all the months that we were billed that we weren't living there but haven't been and continue to be billed. The house was a rental and haven't had any copies of insurance papers or anything to show front point but they said that was ok considering the circumstances. we would just like to be refunded and cancel our system.Desired Settlement: please refund my card for all months since hurricane sandy

Business

Response:

Frontpoint is Class A in Customer Service. Quick with notification and follow up call to ensure my familys safety, old ADT customer who never looked back!!!

Great service, modern monitoring tools and seamless integration of their cameras, sensors and commands with my current computer/phone system.
Swift response from the headquarters in the rare cases when an alarm was triggered.
Affordable monthly cost, with the option to upgrade/ expand equipment if needed.

EXCELLENT customer service, and great system. They were willing to give me 6 months free when I called to say I needed to cancel due to a reduction in job hours. No complaints.

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.

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.

I feel this is a great investment to your family and your house value.
It keeps you and your family protected while adding value to your neighbors and your street.
You know with any house big or small it keeps your surroundings more sound.

Very reliable and quickly respond

Had a problem with my system called front point up the gentleman helped me with it and sent me a new battery for my console and also told me how to install it be we just moved into a new house that has front point and was left with no instructions from previous owner. Thank you Froint point for your help and people willing to yelp

Review: Called the sales number to get the pitch. Agreed to the contracted service. The salesman applied the discounts, got all the information needed to send us the equipment, and everything was "perfect" which he repeated ad nauseum. We signed the agreement and paid the equipment fee and first month's service. We were suppose to get 15 sensors and motion detectors and received 6! Called back and told Frontpoint there was a mistake in the number of agreed upon sensors needed and after 45 minutes of typical, "Let me put you on hold and I'll see what I can do.", all they would do is send us the additional PAID FOR equipment for an additional $440. They did refund all of my charges and sent a prepaid label to return the equipment shipped. To me, it was a typical bait and switch. The company never contacted me to find out why I can cancelled the service.Desired Settlement: I'd like to get my service for the agreed upon 15 sensors and motion detectors for $187 that includes the discounts and ~$42/month for a three year contract.

Business

Response:

Review: I purchased a Frontpoint security system over the phone with a representative of Frontpoint on 22 October 2014 for $499; this was paid in full on 22 October 2014 by my visa card. I was told I had 45 days for a 100% money back guarantee risk free trial period to try their system. There was not supposed to be any contract commitment as long as I returned the system within the 45 days.

On 13 November I contacted Frontpoint Customer Service and said that I wanted to return the whole system and get all of my money back (as per the risk-free trial period which states-"you have 45 days to return your system for any reason and receive a full refund). Front Point said ok and sent me a prepaid [redacted] shipping coupon to return the whole system. The told me that I would receive a full refund in 1 -3 business days. I shipped the system out to Front Point on 13 November 2014 using the provided emailed prepaid [redacted] shipping return label Frontpoint sent me . I received a [redacted] confirmation receipt from [redacted] on 20 November 2014 stating Frontpoint received the package I had sent.

I went on vacation right after that and did not check to see if my refund had been applied until I got back on 16 December 2014, (26 days) after they had received my return package. No refund had been applied. And I was also billed an additional monthly monitoring charge of $49.99, for an alarm I never activated, did not have and had returned to Front Point. I immediately contacted Front Point and spoke to Shera a customer service representative. She said my refund had not been processed because they did not know where to send it too? She asked me for my credit card number and said she would send my refund out in full and that I should receive it in 1 to 3 business days.

29 December 2014 (9 more days) later and Still No REFUND. I called Front Point again on the 29th of December 2014 (39 days after they received the returned system) and spoke to Mrs. T[redacted] ###-###-#### in customer service. She said for some reason they still had not sent my refund out. She said she would process it again and I should receive it in 1 to 5 business days. I don't think they will ever send my money back! You can't believe what they tell you! They should "HONOR" their money back guarantee!Desired Settlement: Pay What YOU OWE me! $499 + 49.99= $548.99

Consumer

Response:

From: [redacted] <[redacted]>Date: Tue, Jan 6, 2015 at 12:52 PMSubject: Re: complaint #[redacted].To: [email protected], Frontpoint has resolved my issues and has paid me in full all of the monies they owed me. Thank you very much in your assistance in resolving this matter![redacted]