FrontPoint Security Solutions

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: My landlady engaged a security system for myself and my husband. In spite of the fact that we (she and I) contacted them repeatedly to give them my contact info instead of hers, they always calls her when a battery on the system runs down or something trips the alarm.

I have no confidence in a security company who can't even get my phone number or email straight and I instructed the credit card company not to pay them, and now they are insisting that we signed a 3 year contract. Neither my landlady nor myself remembers signing a 3 year contract.

Now that I "owe them money" they have no trouble contacting me. Everything about my interaction with this company has been unsatisfactory.Desired Settlement: I think this is possibly fraudulent. They are saying they'll send this to collections. Naturally I would rather this not happen.

Business

Response:

Good

Afternoon,

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

12/15/2014 one of our Support Supervisors was able to get in contact with the

customer and confirm that their account has been cancelled and that they would

no longer receive any other contact from our company in the future, as they

requested.

Thank

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

Review: As of April first my account was canceled and they guaranteed me no more issues would take place as of today 5-4-14 they have once again taken money out of my bank acct. With out authorization. It has now put me in jeopardy with other accts. That will be taking payments out. This is theft as far as I am concerned and causing me stress. I now have to take action to keep damages to a minimum from being charged fees. I am livid that this company continues to get away with this.Desired Settlement: I want this action stopped I want them to make things right and apologize along with monetarily making me whole again for all the detrimental actions they have done.

Business

Response:

To Whom It May Concern:

We would like to thank the Revdex.com for bringing this customer’s

concerns to our attention.

We first would like to apologize to the customer. According

to a mistake on our side, the customer was billed after we agreed to end the

customer’s payment plan. We certainly did not mean to inconvenience the

customer, and we hope to make things right.

After speaking to the customer, we were able to learn that

they had encountered overdraft fees due to our billing error. While the

customer would not specify the exact overdraft fees with us, we will be

covering the estimated cost of those fees, and will mail the customer a paper

check for $50 within the next 7-10 business days. As well, we have also

credited the customer for the accidental charge that occurred on May 4, 2014.

Again, we would like to thank the Revdex.com for their assistance.

We hope to end on good terms with this customer and urge the customer to reach

out to us should they need anything else.

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: This was not the first time this type of "incident" happened, the entire time I've dealt with this company I've had issue after issue. I refuse this 50 I will not cash the paper check since they did NOT call me as they claimed they would when they decided what to do.

Regards,

Review: I ordered a security system from Frontpoint over the phone on October 21st 2013, I was told that there was a 30 day money back guarantee, I called them back about an hour later and told them that I wanted to cancel the order and to take the charge off of my credit card. Salesman [redacted] told me that he would honor the 30 day money back guarantee and it would take a few business days for the charge to be removed from my credit card account, he said that it showed "pending as of now, but would be removed in a few days" I then specifically stated for their company not to send the merchandise because I no longer wanted it. The next day on October 22nd the manager of salesman [redacted] called me and wanted to make sure that I no longer wanted the merchandise, I repeated to this manager (of whom I cannot remember his name) and told him to remove the charge from my credit card and again told him not to ship the merchandise to me. On October 23rd I receive and email that states - "your order has been shipped" and then I checked my credit card account activity online and it shows that $812.91 has been posted to my account. I immediately called my credit card company and disputed the charge.Desired Settlement: I want a full refund from Frontpoint Security and I want this company to be cited for Deceptive Practices.

Consumer

Response:

From: [redacted]

Date: Mon, Nov 18, 2013 at 10:28 PM

Subject: #[redacted]

To: [email protected]

Complaint #[redacted] has been resolved. I was given a full refund by Frontpoint Security. It was an error on my part to file a complaint due to my misunderstanding of the business transaction. [redacted]

We have been entirely satisfied with our experience with Front Point Security. The prices are reasonable and the service has been excellent. No complaints .

We returned home feeling well satisfied from a wonderful brunch at a local cafe. But when we opened our door and walked into the kitchen, there was one of our fire safes on the counter and the door to the backyard was ajar. My heart raced as it seemed that we just missed the intruder. The culprit had climbed up onto our porch roof, tore off a screen and removed a window fan to gain entry. It looked like they had searched all over the house in vain for the key to the safe. We had a deep sense of unease and violation of our home. It was time to find a security system.
The internet is a great place to search for solutions, but it can be overwhelming to find the right solution amongst all the possible solutions available. A great review on thewirecutter.com led me to Frontpoint as the solution for our needs. w could buy the sensors to provide the level of protection we needed and install them ourselves. The system relied on a cellular connection to a monitoring service for alerts and alarms that was hard to defeat. All the alerts also sent texts and emails to our cell phones. We could supervise the system over the internet from anywhere we traveled. For a reasonable monthly fee our fire/smoke, motion and temperature sectors provide us the level of protection we need to enjoy our trip to the store our weeks away without concern for our home security.

FrontPoint has exceptional customer service support and their monitoring has been GREAT as well.

Review: Initially, two pieces were defective and two could not be picked up by the panel. (They needed long range). So the replacement pieces were sent. upon receiving, they neglected to send one replacement. So now I had to wait again. When that finally arrived, and all got set up, an additional sensor was not picked up. I was told this was due to the door being metal, and a replacement had to be sent for this one. Why was the question of metal not brought up by them initially?All in all, it took almost three weeks to get up and running.I am very concerned about the quality of the hardware, and with a short warranty. Besides, the initial investment was not inexpensive.all I can hope for is that the majority of the reviews are correct, and my experience is unusual. Today I receive a collection call from Frontline, my account is past due. How can this be, they ran my credit card, they have my credit card for the monthly charges? This was it. I am packaging the system and returning.A confused and poorly run company with inferior equipment.STAY AWAY!!!Desired Settlement: Equipment to be returned and full refund to be issued

Business

Response:

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 8/18 this customer called into our Support Team asking

to cancel his account and explained he was unhappy with his current situation.

After talking on the phone with one of our Support Supervisors, the customer

was sent a return label for his whole system and told he could either cancel

his system or troubleshoot his concerns and receive 3 months of free service.

The customer said they would think about this.

On 9/24 this customer called in our Support Team and was escalated

to one of our Support Supervisors to discuss this customer’s complaint and

desire to cancel his system for a full refund. Our Support Supervisor said that

would not be a problem and sent the customer a return label for his system.

On 9/25 the customer called into our Support Team and wanted

to tell our Support Supervisor that he wanted to take the 3 free months offer

and didn’t wish to cancel anymore and was just looking to fix his system. He

was also given a free piece of equipment at this time and offered to extend his

risk-free-trial period until November 25th. The customer

can use this time to monitor his system’s functionality and still decide if he

wants to keep it or return it with a full refund. The customer agreed that an

extended risk-free-trial period, free equipment, and 3 months of service free

was a good resolution and was satisfactory to him.

We always aim to make sure every customer is completely

taken care of to their satisfaction. If there is any other way we can assist

please let us know.

Thank you,

Teddy M[redacted]

Frontpoint

Review: I returned my system within the promotional time that I was allowed for a full refundBy tracking the package, it was signed and received by Frontpoint on September I called Frontpoint after this date to check on the status of my return to discover that the billing label THEY sent to me was not connected to my accountAfter locating my returned package, they proceeded to tell me that they would process it as soon as possible and I would have a full refund of the purchase of the product and extra monthly charges that I incurredI waited til the end of the week and never saw a refund, so I called the following week to hear the same reply--that I should see my refund in the next couple daysAnother week passed, and no refundI called a third time--and was again reassured I would see itToday was the fourth time in a span of weeks that I have called and talked to a customer service agent and reassured that I would see my refund today--instead I check my checking account to discover that they have charged my account another monthly fee and of course, no refundThis delay in completing the refund and miscommunication is unacceptableFurthermore, my account was canceled a month ago and I am still being charged the monthly service feeThere seems to be a disconnect on Frontpoint's end and I will never recommend their product to anyone.Desired Settlement: I would like a complete, immediate, full refund which includes the three months of service fees of $each (August, September, October) and the purchase of the equipment which was 135.94; for a grand total of $I would also demand that I no longer be charged any monthly service fees
Business
Response:
Good
Afternoon,
Our customers
and their satisfaction with our service is a top priority to us here at
Frontpoint which is why we are taking this customer's complaint very seriously
and investing it to its fullest
This
customer was fully refunded as requested and our Support Supervisor overseeing
this case made sure this occurred on 10/7/Our Supervisor has tried twice to
get in touch with the customer via phone and email to verify she received her
refundThe customer has not replied to our Supervisor's attempts to verify her
refund was received, however, we can see through our accounting records the
refund was processedOur Supervisor has also made sure this account will not
be charged a monthly service fee going forward
We make every effort possible to
address each customer complaint fully and we hope this complaint has been
resolved to the customer's satisfactionWe 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

Review: I cancelled my security monitoring service via telephone and email back in June 20, 2014, within the required 30 day notice of the cancellation policy. I have continued receiving charges in July, August, September and October of 2014. I have reported this situation with the company and charges continue to appear on my credit card.Desired Settlement: The account to be closed and a refund to my credit card back to my July 4, 2014.

Business

Response:

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

10/6/2014 one of our Support Supervisors reached out and was able to have a

discussion over the phone with the customer about their recent experience which

lead to this complaint.

Our

Support Supervisor explained to the customer that we had never received their

original cancellation email due to the email address, of the representative

they were sending it to, being spelt incorrectly. Although this spelling error

was made, we still believed that the customer should be refunded from present to the

time when they originally requested to cancel, which is a total of four months

of service. Our Support Supervisor assured the

customer that the account had been closed on 10/07 so no further charges would

be incurred. The customer had expressed to our Support Supervisor that he was

happy with the resolution of this.

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

question or concerns.Best,Teddy

M[redacted]

Frontpoint

Security

Review: FrontPoint Security began repeatedly calling me using autodialers with messages that implied that my home was being broken into when it wasn't. This was the final straw after FrontPoint's lack of online billing and awful iPhone app made the service substandard. I asked for the calls to stop and having completely fulfilled the terms of my two-year contract, I canceled my service.

FrontPoint then failed to follow-through with the cancellation, telling me that they can't cancel accounts that have an outstanding balance. The outstanding balance was due to FrontPoint failing to refund me a false alarm fee charged by my city that FrontPoint agreed to reimburse me for, which was caused by faulty equipment, and by FrontPoint overcharging me for a higher plan than I needed -- all actual balances were paid in full. For months after I terminated my relationship with FrontPoint, I received letters, phone calls, and e-mails threatening me over a balance, and they didn't finally cancel the service until months after I requested and months after the security system was disconnected.

FrontPoint then transferred/sold the account to an unlicensed, illegally-operating collection agency called [redacted], [redacted], and [redacted] ([redacted]) out of [redacted], Missouri that made illegal threats to me on top of adding collection fees until the $0 balance I knew I owed, the $269.40 FrontPoint claimed I owed magically (and very illegally) turned into over $700. I've spent hours and hours on the phone with FrontPoint, I continue to receive harassing calls, and FrontPoint has refused to provide me any documentation, explanation, or itemized account charges, telling me that the collection agency somehow logged into their computers and deleted their access to all of my records. I find that very hard to believe.Desired Settlement: I'd like FrontPoint and [redacted], [redacted], and [redacted] to stop contacting me via phone, and for any purported balance to be cleared to zero. I'd like an apology for FrontPoint's refusal to cancel the service and provide documentation, for subjecting me to threats from an unlicensed collection agency, and for wasting hours and hours of my life fighting with them. I'd also like full and complete documentation in case it impacts my credit score, including a full account itemization, proof of the collection agency's licensure status (or lack thereof), and a letter stating that I owe nothing and any information on my credit report was an error. Finally, I'd like FrontPoint to update its policies and procedures regarding its automated and pre-recorded calls, to add an online billing system like every company has, and to cease using unlicensed collection agencies.

Business

Response:

To Whom It May Concern,

On a windy night in the wee hours I was awakened by the sound of breaking glass. "This is no rehearsal", I thought, opened the ground floor window and climbed out. Without shoes or phone, I knocked on my neighbors' door. We called the police and when they came, found that it was a transformer that had blown. For me to assume there was a home invasion shows how anxious I was...all the time. I looked online for security systems and FrontPoint came out on top. Easy to understand and install, reasonably priced, expandable and wireless! I sleep well now...thank you, FrontPoint!

Front point is one of the most easily systems to install. A five year old could do it is he were tall enough. Arming and disarming the system is really easy.

I shopped around for a security system. I came across Frontpoint & spoke to a representive Amrit V[redacted]. I ended up deciding to go with another company & asked this guy to stop sending me emails. After several times of telling him, he finally said he took me off the list & I wouldn't receive anymore emails. He's a liar. I continue to receive emails. I get enough junk & I don't need these emails. He continues to insist I won't receive anymore, then a few weeks later I do. Don't give these people your info unless you plan on actually going with them.

I never imagined that I would be able to install my own home security system, but with FrontPoint I did just that. It was easy. And customer service with FrontPoint has been excellent.

We have had FrontPoint Security now for almost 2 years and they have been amazing! Our bills are never questionable, setting up our service was so easy and we feel protected!! Would recommend them to anyone!!

I've been with Frontpoint for over a year now. We accidently set the alarm off a few times....and with reproach they have called witin a few seconds to see what was wrong. Even being on vacation is a big peace of mind knowing your house is being monitored 24/7. The mobile app is so convient...tap and arm the system while going down the road. Highly recommended!!

I have been using FrontPoint Security for over a year now. I find their system gives me peace of mind not only when I am away from home, but also when I am at home. The audible notification that sounds when a door opens alerts me that someone is entering the property. The smartphone app & text alerts are great. I have found their customer service team are helpful & easy to communicate with. I would highly recommend FrontPoint to anyone.

Always excellent customer service.

im impressed with your coustomer service. they are very helpful and polite