FrontPoint Security Solutions

I ordered FrontPoint for 30-day free trial Was charged immediately for equipment but didn't arrive here via FedEx for days The contents of box was not what the sales rep and I discussed and was missing door/window sensors Called and they agreed to send more sensors ("I must have misunderstood or salesperson was trying to save me money") In the mean time, I installed the system in about minutes except for the Skybell doorbell camera Took days to figure out how to install since it was inches wide but the molding around my front door where doorbell located only inch wide After making my own adapter, I got it installed and immediately found the camera was unable to view anybody's face When I tested it using my cell phone outside, I could only see my chest area I had to move feet back and down two steps off porch to see my face The camera has fixed focus, cannot be zoomed or turned in anyway Totally inadequate so called FrontPoint and sent back doorbell camera after all my work to install it and received a $credit on Oct A week later, I decided FrontPoint did not meet my needs so called and got authorization to return entire system (days after I received it) My credit card was charged for first month's monitoring Oct The equipment was received back by FrontPoint with FedEx confirmation on October I called on October asking about my refund and was told it had been processed and submitted that morning I should have refund back to my credit card in 3-business days It is now Oct and still no refund Called and got the runaround from billing department saying my refund wasn't processed until Oct (Didn't they tell me it was processed on Oct 14?) I finally asked to speak with supervisorSupervisor confirmed that the refund request was submitted on October but had been "denied"? WHY? Was not told why I sent system back days after receiving it Supervisor said refund request had been resubmitted and processed for refund on Oct and my bank was probably holding it for a few daysReceived email from FrontPoint billing supervisor indicating refund to credit card done Oct and should have received itCalled credit card company and they have received NOTHING from FrontPoint regarding a refund I am giving them one more day from Oct for credit to show up on my credit card account If it doesn't happen tomorrow, credit card company will handle it as a dispute and contact FrontPoint to resolveFrontPoint may have a 30-day free trial period but it takes a LONG TIME to get refund (at least two weeks or more from the day they receive system back) It is totally unacceptable FrontPoint may claim to be #wireless security system but their customer and billing services are extremely poorThe equipment comes with no user manuals or information on how to use the it I made multiple phone calls to technical support to get it all operational The equipment itself is low end quality I had no experience with FrontPoint response to an alarm as I didn't have any during the days it was up and running

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 6/15/One of our Account Specialist spoke with the customer about the return of their systemOur Account Specialist assisted the customer in the return process and assured the customer that their account would cancelled and would be refunded their full purchase cost of $On 6/16/The customer contacted our Support Team, via email, as he was charged for his 1st month of serviceIt was stated that they were unable to send the system backOne of our Account Specialist responded and let the customer know of that once we receive the system, he will be refunded $for his first month of service as well.As the customer does not reside in the US, our Account Specialist also emailed instructions for our International Return process.On 6/17/One of our Support Supervisors reached out to the customer to assist them in the international return process The customer had begun the return and our Support Supervisor reassured the shipment will be tracked and he will be refunded $307.92, the cost for their full system and 1st month of serviceThe customer then stated they were satisfied with the resolution and will be awaiting their refund.Thank you and please don’t hesitate to reach out to us with any questions or concerns.Best,Frontpoint

This is a great security systemMy alarm has gone off a couple of times and the police respond promptly

[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.] Revdex.com: 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, [redacted] From: [redacted] Hutton Date: Sat, Jul 18, at 9:AMSubject: Re: Frontpoint RefundTo: Revdex.com of Metro Washington DC Hello, just to let you know that Frontpoint has refunded my account - thanks for all your help

Wish the panel was not hardwiredDifficult to find an easy install point in older homesFamily has competitors system & is able to set up better

Customer service has always been outstandingVery responsive to questions and always able to quickly assess situations brought on by power outages

Revdex.com: 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 MrAlex L [redacted] Regards, [redacted]

Good Afternoon,Every customer matters here at Frontpoint, which is why this customer's complaint has been taken so seriouslyOnce this customer's Revdex.com complaint was received, one of our Support Supervisor attempted to reach out this customer via phone and emailThe customer called in a day later and spoke with one of our Account Specialists that apologized for any frustration or confusion Frontpoint has caused, and sent the customer a pre-paid [redacted] return label so they could return their entire system for a full refund.This customer has used that [redacted] return label and Frontpoint is simply awaiting the customer's equipment to arrive, then a refund will be processed in full.We hope this resolution is to the customer's satisfaction, and if we can be of assistance in any other way please don't hesitate to let us knowThank you,Frontpoint

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 fantasticI'd recommend to anybody

[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.] Revdex.com: 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, ***

Good Morning, Frontpoint is dedicated to making sure each customer is taken care of which is why we are taking this customer’s rejection with the utmost seriousnessOn 4/17/Frontpoint received this customer’s rejection and another Supervisor reached out via phoneThe Supervisor explained to the customer that the invoices received were invalid as they were for previous past due balances that were cleared as of 4/12/Our Support Supervisor also informed the customer that all balances are clear, and both accounts are set to cancel on April 30thThank you and please don’t hesitate to reach out to us with any questions or concernsBest, Frontpoint

I am very satisfied with my new Frontpoint Security SystemIt was very easy to install, and just as easy to operateI feel pretty secure now with my new system

Very happy with FrontPoint SecuritySo far no issues with the systemSetup was a breeze and whatever questions I did have, they were able to answer on the spotWould highly recommendWish they were a slightly cheaper though

Good Morning,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 3/29/after receiving this customer’s complaint, one of our Support Supervisors attempted to contact this customer, via phone After speaking with the customer, the Support Supervisor internally investigated this situation with multiple departmentsFrontpoint then decided to reverse the credit check from a hard hit to a soft hit On 4/5/Frontpoint emailed our credit bureau partner, Equifax, to initiate the process to reverse the credit checkPer Equifax, upon submission, the credit check can take 4-weeks for reversal Once this process is completed, Frontpoint will make the customer aware so they can confirm the reversal Thank you and please don’t hesitate to reach out to us with any questions or concerns

Good Morning, 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 9/15/Frontpoint processed this customer’s return and submitted a credit request for all charges this customer made Frontpoint then approved the credit request for an equipment charge totaling $ On 9/17/One of our Support Supervisors was able to speak with this customer and address their concerns On 9/18/Frontpoint submitted a credit request for the interest that this customer’s credit card incurred An email was also sent to the customer ensuring that their account had been cancelled and that all obligations for returning the system and closing their account have been completed On 9/21/Frontpoint approved the credit request for the interest incurred totaling $ On 9/23/2015- Our Support Supervisor attempted to reach out to the customer to confirm that the credits did show up in the customer’s bank account As of present, we have not heard from this customer since our inquiry on 9/23/ We encourage the customer to check their account to ensure they have received their refund as we have completed the request on our end Thank you, and please don't hesitate to reach out with any question or concerns Best, Frontpoint

Being a veteran I like doing security my way and not having someone else come into my residence and "scoping" out my personal belongingsThat is by far the BIGGEST ADVANTAGE with frontpointYou put your sensors up where you want and then contact Frontpoint to make sure everything is being read at their service centerOverall an excellent company to work with

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 systemThe 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

Good Afternoon, We have been able to confirm as of 9/that this customer was credited $for a full system returnWe urge this customer to check their bank accounts to see that credit to their account Frontpoint believes every customer should have an excellent experience even if it's during an account cancellationIf there is anything else this individual needs, or the Revdex.com needs from Frontpoint, please just let us knowWe are always happy to assist Thank you, Frontpoint

FrontPoint Security has the best customer service of any provider I have ever worked with in a long list of banks, credit card companies, utility providors, cable companies, phone companies, etcThey have always been understanding and responsive to all of my needs whether it was and alarm, help with programming sensors, or help with actual sensor hardwareI have FrontPoint installed at my house and at my vacation property and I have recommended FrontPoint service to many of my friends and neighbors over the yearsSatisfied customer in Greenville, SC

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/one of our Support Supervisors made sure the credit was approved for this customerOur Support Supervisor then reached out to the customer and spoke with customer’s wifeThe 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/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