FrontPoint Security Solutions

Review: I have had this system on my home in New York. I have recently "lost" that home due to a short sale and the new owner did not want to continue with the company for their alarm system. I have requested Front Point to cancel my contract under this circumstances and they refused to do it so unless I pay the remaining amount on the contract which is an extremely big amount. I would like them to understand this was outside my control and that we should reach an friendly agreement to get this cancelled without any penalties.

I have all sorts of documentation to prove the situation should the business would like to look at it to make a decision.Desired Settlement: Cancellation of the contract without early termination fees.

Business

Response:

Good Afternoon,

At FrontPoint Security we want every customer experience to

be an amazing one, which is why we are taking this customer's complaint very

seriously.

On 8/11/2014 One of our Support Managers reached out to this

customer via phone and email and left messages on his phone and email. On

8/13/2014 our Support Manager was able to have a discussion over the phone with

the customer about their recent experience which lead to this complaint.

The customer and our Support Manager were able to reach an

agreement in order to cancel the customer's contract. The customer agrees to

pay the remaining balance on the account as well as one payment of $49.95 to

fully cancel the account. The contract payoff of $412.70 will be waved once

those two payment are taken. The customer asked we call them on 8/15/2014 to

collect both payments. Our Support Manager is scheduled to call the customer on

8/15/2014 to take those payments.

We make every effort to address rare circumstances with care

and respect, and at this time we hope we have reached an agreement with the

customer to cancel their contract with us as requested. We are always happy to

assist in any other way needed.

Thank you, and please don't hesitate to reach out with any

question 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. I have made both payments today by phone with Mr. Alex L[redacted]

Regards,

Easy to set up, monitoring service is very timely and always spot on, applications for mobile devices are robust and intuitive, and customer service is fantastic. I'd recommend to anybody.

Review: The sensors that have been provided to protect my doors do not operate properly or as advertised. The technical support provided by the company has failed on numerous occasions to rectify the problem.

The company advertises that the batteries in the sensors will last 5 years. I have had at least one battery failure in one sensor resulting in a false alarm and numerous situations where the batteries have degraded in my door sensors that the sensors fail to send a close signal to the master control unit. The batteries in the front door sensors only last about 3 months before the sensors fail to work properly. I have had many telephone conversations with their technical support who have claimed the problems were due to having metal doors. I have had to add one inch thick wooden platforms to the sensors to isolate them from the doors. I have replaced entire sensors and magnets. None of which has helped. I have been sent two new more powerful sensors (using larger more expensive batteries) which also fail to operate properly after about 3 months. Any contact I make with their technical support results in the technician assuming no troubleshooting has occurred and attempts to start from the very beginning. These same technicians keep assuring me that the batteries are not at fault, yet replacing the battery immediately solves the problem. These batteries are expensive!! If I have to replace these batteries at my cost every 90 days it adds a 25% increase to the monthly cost of my security system. This is false advertising, bad technical support and a bad design for metal doors that are common in many households. I believe the problem lies with doors that are frequently opened and closed thus causing a greater depletion of adequate battery charge to function normally. These batteries need to be replaced regularly.Desired Settlement: I ask that this company either permanently provide an effective solution or pay for enough replacement batteries to last for the remainder of my contract. I do not mind replacing the batteries but I do not feel that I should have

to pay for them.

Business

Response:

Very happy with our Front Point experience. My husband had no issues setting it up. We both love that we can arm & disarm it remotely using the app on our phones. We even installed a system for my mom and she loves it too.

Review: Let me start by saying that I have been generally very pleased with FrontPoint, except for this one issue, which to me calls into question their non-transparent billing practices.

I installed a new FrontPoint system in mid-September. The system did not work properly and FrontPoint identified that the issue related to having sent me the wrong cellular radio. They quickly sent the new radio which I spent an hour installing. They asked me to return the old radio with a pre-addressed envelope, which I promply did. I received no further call, letter or email relating to this matter.

In October, I noticed a $199 charge from FrontPoint with no explanation, notice, letter, etc. I contacted their customer service person who said it was a charge for the unreturned radio. They then looked at their system and realized that in fact it had been returned. They said they would process a refund immediately and that I would receive this last week. I have had to call 3 times subsequently and each time the representative has said that the refund would be processed within days, and yet nothing has shown up. I object to the fact that they (a) billed me improperly; (b) did not communicate with me that they were billing me, and for what reason; and (c) have not refunded the $ ASAP as they promised.Desired Settlement: And an apology for having had to spend multiple calls and aggravation from a company which otherwise seems professional and competent.

Business

Response:

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 11/7/2014 one of our Support Supervisors made sure the credit was approved for this customer. Our Support Supervisor then reached out

to the customer and spoke with customer’s wife. The customer was not able to

speak at that time so our Support Supervisor then left his contact information

with the customer’s wife.

On 11/10/2014 one of our Support Supervisors was able to

have a discussion over the phone with the customer about their experience and

what led them to this complaint.

Our Support Supervisor apologized for the inconvenience the

customer had experienced and then confirmed the credit had been approved for

the customer’s refund in regards to the returned equipment he was charged for.

The customer had then verbalized that he was appreciative for the call and for

getting his credit issued back to him.

Thank you, and please don't hesitate to reach out with any

question or concerns.

Best,

Teddy M[redacted]

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,

Review: The company representative agreed to a permanent rate lock on my monitoring fees. The contract, which I was asked to sign on line without an opportunity to read it, did not include the promised addendum to reflect this promise. When I requested the permanent lock of the monitoring fees to be in writing, they said that they were not lawyers and could not provide a written guarantee, but they would provide emails that said the salesman and his supervisor were guaranteeing the rate lock for life. This is insufficient since the contract that they had me sign said that they can raise the rate by 5% per year each year after 3 years. I am not willing to take their word that that the contract will not be enforced based on their oral and email assurances. If they are not willing to put their locked rate promise in writing, and they are not, then I am not willing to take the risk that their oral promise will be valid in the future. This phony rate lock guarantee was blatant misrepresentation and wasted my time, as I told them from the beginning that I was not willing to sign a contract without the rate lock. Part of the reason I chose Frontpoint was the Revdex.com A+ rating, which their deceptive sales practice does not deserve. I deserve an immediate refund of my money, not 10 days later.

I have emails to support my contentions.Desired Settlement: My money should be refunded immediately, not 10 days from now as the contract indicates. The company's rating should be downgraded by Revdex.com, so that no one else is taken in by this rating and is given this phony assurance. The representative should be disciplined before he wastes any other person's time with his false promises.

Business

Response:

Good morning,

We hope that every customer will enjoy each experience that

comes with owning a Frontpoint system which is why we took the time to

investigate this customer’s complaint thoroughly.

Once Frontpoint received this customer’s complaint we made sure

to investigate the contract the customer signed and all supplemental email

conversations between the customer and their sales agent.

On 9/30 we had one of our Sales Managers reach out to this

customer to not only apologize for any previous miscommunication via phone or

email, but also to let them know we canceled their order for them as requested,

refunded all of their money, and they should see a refund on their credit card

within 3-5 business days.

On 10/08 our Sales Manager emailed this customer to confirm

that they did in fact received their full credit within a few days of 9/30, and

the customer confirmed they did and the process did not take a full 10 days.

We take all the steps necessary to address each customer

complaint fully and we hope this complaint has been resolved to the customer’s

satisfaction. We are more than happy to assist in any other way possible if

needed.

Thank you, and please let us know if there are any further

questions or concerns.

Best,

Teddy M[redacted]

Frontpoint

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,

Frontpoint customer service is the best, hands down! The entire process is truly very simple.
The minute I requested a quote my phone was ringing where we talked about my goals, and needs- he created the equipment packaged and found me every discount possible.
The set-up is a breeze, very simple to peel and stick. Activation and everyday use is very simple and keeps my mind at ease that our home is monitored 24/7!

The customer service is outstanding. Every time I call the tech people are very nice and do a great job of walking me through the system. The system was easy to install and I was able to do it myself. I had Adt before and I will never go back. This system provides great coverage at a very affordable price.

Good company...had them for 6 years.When on vacation to Reno..Wall mounted motion detector fell and hit the floor....sending an alarm as if someone was in the house.Front point called me to let me know maybe some was in my house .Called my neighbor next door to check all my doors....no entry.

Review: In Oct 2013 I called the costumer service to alert that the control box in my home had a battery malfunction message and they claimed it was a "false alarm message" and refused to send me a new one. Then, in Nov 2013 the alarm in my house was triggered due a equipment malfunction/This is what happened: - I had come into the house in the early night, and had dis activated thru the control box which did not transfer the command to the control center... few minutes later, - I received a call from the Control office to which I stated that it was all ok - that means not to send anyone. Despite my statement police was sent to my house 2 times with 30 minutes intervals. While I had the 2 police patrol in my home I called the command center to alert them of their mistake.

Whoever was answering the phone in the command center "decided on their own" to put me on the DO NOT CALL list without my knowledge and without my consent.- Then after my insistence agreed to send me a new control box ( the one I has was 7 years old)

Now in 2 separate occasion the alarm has gone off and NO ONE has bother to call to verify that I am ok.

when I contacted the main office today there was nobody of higher rank than costumer service to take a look at it and find out the situationDesired Settlement: I want to cancel my contract and go to a different company. I find that they are not trustworthy for my assets and my life.

Business

Response:

Good Afternoon,

We want to make sure every customer receives a superior service

experience which is why we are taking this customer’s complaint very seriously.

On 9/8/14 at 7:40pm one of our Support Managers was able to

reach out to this customer and address their concerns via email and then phone

about their previous alarming events and their desire to have anyone from our company

stop calling them, but also to cancel their contract. Customer asked for a

later call to discuss details of a resolution.

On 9/9/14 at 10:08am our Support Manager was contacted by

the customer, and at the end of that conversation, both parties agreed it would

be fair to let this customer out of their contract for free and have no contract

payoff.

On 9/9/14 at 10:11am our Support Manager notated on customer’s

account that the account and contract were to be canceled as of 9/30/14. On the

same day at 10:16am this customer emailed our Support Manager detailing that

they agreed to the terms of this resolution and cancelation. The Support

Manager also contacted our billing department and asked them not to touch this

customer’s account and to not charge for any further fees.

We make every effort possible to address each customer

complaint fully and we hope this complaint has been resolved to the customer’s

satisfaction. 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:

[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:

The account of event is "INACCURATE" I did not request at any point or to anyone to "stop calling me" due to the seriousness life threatening situation of paying for a service to a company who is untrustworthy. Their response and lack of accountability was so crass that after 8 years decided to cancel the contract. Their response confirms my statement.

Regards,

Review: The company never sent a copy of the contract until after a year.Desired Settlement: We are wanting to cancel the service. They had told us on July 8 2013. that we are still under contract. We never received a contract until July 8, 2013. If we had received a contract I would've had it saved and it was never received. We haven't used the service and we don't want it anymore.

CANCEL THE SERVICE WITHOUT CHARGING US THE SO CALLED TERMINATION FEE.

Business

Response:

To Whom

It May Concern,

We were

saddened when the Revdex.com brought this customer’s complaint to our attention, and

are happy to inform the Revdex.com that we have completely resolved all concerns to

the customer’s satisfaction. We are 100% committed to the happiness of each and

every one of our customer, and are dedicated to make our process work with

their unique situations.

FrontPoint

has reached out to this customer by phone, and after discussion, have decided

to cancel the contract as of 8/31/2013. They will continue to have monitoring

service until that date, and their account will automatically be cancelled with

no further monthly payments required. The equipment that they purchased from us

will remain in their possession, and they are welcome to do with it as they see

fit.

Like we

mentioned above, we are committed to every single one of our customer’s

satisfactions, and are happy to have come to a resolution with this customer

that they are satisfied 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

I will start by saying the customer service is excellent. We have been very pleased with the equipment,very easy to use, and gives us a great piece of mind. I would definitely recommend this system to friends and family. Added note install and set up was really easy.

Frontpoint has been my security server for nearly 5 years. I am completely satisfied with their quick parts service, customer service when I need help explainong their services and their quick reaction time anytime my alarm goes off.

Very good ce. A good experience overall.

Frontpoint was extremely quick in getting my system to me after my break in to put me at ease. Fast and easy setup up and love that I can arm and disarm all from my phone. Great service!

After reading all the reviews of home security systems we decided on Front Point due to ease of installation, reliability, customer service and emergency response when called upon. The system (windows/doors, motion detectors, smoke/fire, carbon dioxide, freeze monitor) has been installed for two years and has worked flawlessly. Being avid cooks the sensitive smoke/fire alarm goes off and within seconds we receive a call from Front Point to ensure our safety. Last winter while we were in Florida during the deep freeze in February the freeze alarm went alarmed noting that our home had dropped to 41 degrees. We immediately called our heating maintenance company to service our system.. All in all I highly recommend the system and service.

My experience with FrontPoint has been a delight, especially when compared to my previous home security experience with ADT. The representatives are very friendly, patient and professional. I have had absolutely no problems with my security system, my security service or the customer service that I have received. I switched companies about 2 years ago and I am very happy that I did.

Review: I was told by the sales rep that I had a month to cancel the contract despite that the contract said 3 days. It stated to cancel I had to deliver a letter in 3 days. I live in Texas. It was also agreed that the contract would not be finalized until I actually received the system and could see if it was what I was looking for. Salesperson told me that he would provide NEXT DAY shipping. He also told me that I would not be charged for 3 months and had a month to cancel again. After the box had not arrived by the 8th, I called and expressed my concern. The person that I spoke to said that my salesperson was not there. the order was placed on the 7th of July and charged to my credit card. The security system arrived on the 12th..after the cancellation date. Because he was not truthfu. lI took the box back to [redacted] the same day. I also contacted the salesperson and reviewed the agreement.

I sent copies of the [redacted] returned shipment papers. Shortly after that I begin to received calls where the person on the other end would hang up without speaking.Desired Settlement: I was mislead...out right lied to. I was lied to about the 3 day cancellation policy, next day shipping , free 3 months and the alarm having a camera .

I would like a complete refund.

Business

Response:

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

Review: Dear Revdex.com,

This complaint is regarding Frontpoint Security. We got Frontpoint Security Alarm in July, 2012 and we were happy with the service until Hurricane SANDY hit in New Jersey. After Sandy happened in NJ, frontpoint security DID NOT called even ONCE to say "your signal is NOT working". We finally realized that after the tough 40 days, that our circuit board was burned. Then Frontpoint sent us a circuit board and they did not check even ONCE in the last 7 months if our system was UP. We partly take responsibility for installing the complicated circuit change correctly. 3 weeks I ago I reached out to Frontpoint Security for a full refund because it's just strange to us that a Security Company does not know that a signal is OUT. No response from Frontpoint.

All we wanted is to get a Full Refund from Frontpoint Security for there defective product or should we say"lack of security". This security company does NOT provide us with the Security we need. Total Refund should be in the amount of 10 Months: $429.90 + Intial Cost: $167.94 = $600.

Sincerely

[redacted]Desired Settlement: 1. Response from Frontpoint Security Management as to why they did NOT see a signal was out twice. If the security company don't work when things are bad, what good is this security system.

2. Honor us with a Full Cash Refund of 10 Months: $429.90 + Intial Cost: $167.94 and eliminate the 3 year contract

Business

Response:

To Whom It May Concern,

Review: I signed up with FrontPoint Security in November of 2012 after repeated breakins/entries while not at home. I understand I am in a 3 year contract. I have paid every month and have made several calls to FrontPoint during the past year and a half. I have repeatedly told them there have been entries while not at home despite having their equipment set up. I think the system they offer is nice and easy to use however someone has been given access to abuse the security of the system or there is a way to easily bypass it. I am glad to have the alarm setup and now the video camera which I got last Fall. Despite having these items the intruders have been able to bypass the system. There were some very serious events that took place here last summer that should not have gotten past the alarm system. FrontPoint claims there is not a way this can happen, but it can, and I have actually witnessed it being bypassed both with an extra camera where the footage was self-destructed after playing once and also have witnessed the camera being accessed remotely from the apartments units here next to me. The neighbors have even tampered with the firealarm remotely setting it off and telling me seconds before they did this.Desired Settlement: I would like out of the contract in July or sooner. I am blocking the door myself anyhow to ensure no entry at night and really with all of the tampering the security system is not an effective means of security for me if I am home or not. It works because I've tested everything but with whomever is able to turn it off to get in, it doesn't matter because it never shows up on the tape. They must be deleting it. It would be nice to get a partial refund at least because I have 15 pages of documentation of all of the serious things that happened with the alarm system set up at night. At the minimum, I want out of the agreement with them for 3 years because someone is making this not an effective means of security for me and that is the point.

Business

Response: