FrontPoint Security Solutions

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]

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:

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: 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:

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.

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.

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!

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,

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,

Very good ce. A good experience overall.

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.

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.

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

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,

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!

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.

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.

The people were willing to walk us through stuff any time we needed it. They system was very easy to install. There are still a few things we need to work out with them. But I believe that it is good.

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:

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,