FrontPoint Security Solutions

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 11/28/One of our Support Supervisors spoke with this customer regarding the cancellation of their accountOur Supervisor assured the customer that their account would be cancelled and offered to refund the customer back for months of monitoring totaling $The customer accepted this offerAlso on 11/28/Frontpoint approved the refund totaling $On 11/29/This customer’s account was closed and cancelledThank you, and please don't hesitate to reach out with any questions or concernsBest, Frontpoint

Date: Fri, Apr 29, at 3:PMSubject: [redacted] ***- Frontpoint Revdex.com ComplaintTo: " [redacted] " < [redacted] >Cc: "T***, Sotiros" < [redacted] >Hello [redacted] , Thank you for speaking with me todayAs discussed, we will make an exception and allow this customer to make a one-time payment of $by check so we can cancel out their accountWhen sending the check to Frontpoint, they must:1) Send us a letter with the check stating that this was for the final payment on their account and that we can proceed with the cancellation of their account.2) The Memo section of the check must contain their account reference # which is 138136.3) The check can be made out to “Frontpoint Security” Once we receive this final payment, Frontpoint will cancel this customer’s accountPlease let us know if you have any questions or concernsThank you, Katie R [redacted] | Reputation SpecialistFrontpoint

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 4/24/One of our Support Managers spoke with this customer in regards to lowering their Monthly Monitoring Rate from $ to $The customer explained that on the initial sales call, they were offered a monthly rate comparable to the rate they have with their other Frontpoint accountThe Support Manager made the customer aware that this was not something Frontpoint could accommodate but did offer to credit the customer months of service, totaling $269, as well as a $discount towards any equipment purchasesThe customer declined this offer and the call ended On 4/25/After receiving this customers Revdex.com complaint, Frontpoint’s Support Manager reached out to the customer via phone but was unsuccessfulA voicemail was left and an email was sent On 4/The Support Manager made a second attempt to contact this customer and was successfulOur Support Manager explained that they were able to listen to their Sales interactions and then offered to refund the customer a total of $270, which is the difference between the customer’s current monthly rate of $and their requested rate of $29.99, over monthsThe customer accepted this offer and the refund was submitted As of 5/1, the refund has been approved Generally, these credits will show up in the customer’s bank account within 5-business days and 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 to us with any questions or concerns Best, Frontpoint

Great easy to use systemThe monerating charge could be and should be a little cheaper per month

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 4/19/One of our Support Supervisors spoke with this customer regarding unauthorized charges to their cardOur Supervisor offered to look into this situation further After an internal investigation, it was discovered that the customer’s card was attached to another customer’s accountFrontpoint contacted this customer and explained that due to Frontpoint’s account security measures, a passcode would be required to make any billing changesDue to these parameters, our Support Supervisor advised the customer that there would need to be a follwith Frontpoint’s legal department to determine the best course of action for this situationThe Supervisor also offered email follonce clarification was received On 4/20/Our Support Supervisor reached out to the customer, via email, and explained that since they could not provide the passcode for the account in question, the customer would need to reach out to their financial institution regarding the fraud that has occurred with their card As of 4/the customer has not responded to the email sent Thank you and please don’t hesitate to reach out to us with any questions or concerns.Best,Frontpoint

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

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 2/6/Frontpoint received a Revdex.com complaint from this customer requesting that we refund a total of $651.84, for returned equipment and one month of monthly monitoring chargesOn this same day, one of our Support Supervisor’s was able to speak with this customer via phone and explained that the refunds were submitted for $and on 2/and were approved on this same day Upon approval of these refunds, the Support Supervisor emailed the customer a copy of the transaction ID’s so that the customer may track the return of the funds Generally, credits can take 3-business days to show up in bank accounts so we encourage this customer to check their bank statement to ensure that they have received their refund Thank you and please don’t hesitate to reach out to us with any questions or concerns Best, Frontpoint

Positives -Incredibly good customer support, they even help you to install 3rd party devices - Security monitoring is excellent - Latest equipment available (QOLsys) -Cellular monitoring exclusively - no WiFi montoring - Built in Wifi gives external services like weather - Alarm.com based smartphone app - Windows interface allows great customization (if this then that, macros, etc.) - Warranty on equipment purchased through them - Support for basic Z-wave devices Negatives - Can usually get compatible equipment much cheaper online (eBay, Amazon) - Long term contract required (years) - Z-wave support is pretty basic, does not support many devices, including multi-function like curtain controllers - Cheaper alternatives are out there but cannot vouch for their quality - Monthly price determined by what kind and how many devices you have (tiers of service), but not as "nickel-and-dime" as other services that charge "per sensor"

I've used FrontPoint for years and I absolutely love their serviceDuring the last years, I've called many time regarding technical issues and they were always quick to solve any problems and replaced faulty equipments at no additional chargeWhen I call, there is never a wait and their representatives are knowledgeable about the equipments to the minute detailsIt is because if the excellent service and easy to use system that I've stayed with FrontPoint and will continue to many years to come

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 12/22/One of our Support Supervisors spoke with this customer in regards to their desire to cancelFrontpoint allowed this customer to return their system and waive the contract payoff totaling $The customer accepted this offer and will be returning their system via the prepaid [redacted] return label that Frontpoint sent to themOnce the equipment is received, the customer’s account will be cancelled and our Support Supervisor will email the customer a confirmation emailThank you, and please don't hesitate to reach out with any questions or concernsBest, Frontpoint

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 6/7/A Support Supervisor reached out to the customer after receiving their complaint and attempted to discuss their concerns The call was disconnected shortly after our Supervisor introduced themselvesOur Supervisor then sent an email offering to address the customer's concerns On 6/8/Frontpoint reached out to the customer via email explaining the functionality of their systemIt was also explained to the customer that Frontpoint would not be able to offer a refund of monthly monitoring charges as their system had been functioning properlyFinally, the Supervisor provided the requirements the customer would need to complete the account cancellation Also on 6/8/The customer responded back to our Supervisor with their concerns and request to cancel On 6/12/Frontpoint reached out via email to notify the customer that the account has been cancelled and that as a courtesy, the Supervisor would be waiving their final monthly payment of $ At this time, Frontpoint has not heard back from this customer Thank you and please don’t hesitate to reach out to us with any questions or concerns.Best,Frontpoint

Although this was not the best solution for me as I still have to pay out more than $to cancel, I felt that I had no choice To say I am satisfied is a stretch but I guess it is what it is I'm more glad the relationship is over 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] ***

Since installing FrontPoint, we have had no issues with the equipmentIt notifies us via text when arming and disarming with no problemsVery Satisfied

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 2/7/15 one of our Support Supervisors reached out to this customer to... discuss their concerns and address their suggested resolution on their BBB complaint. Both parties agreed there could have been some confusion with how this customer’s sales call started and ended. Our Support Supervisor apologized to this customer for any inconvenience. This Supervisor also told the customer they would watch their account to verify the customer had received a full refund. On 2/12/15 this Supervisor was able to confirm the customer was refunded to their satisfaction. Thank you, and please don't hesitate to reach out with any question or concerns. Best, Frontpoint Security Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

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 4/13/One of our Support Supervisors was able to speak with this customer about their account Our Support Supervisor offered to cancel the customer’s account and waive the early termination fees totaling $ In addition to the above resolution, Frontpoint also offered to lower the customer’s three past due monthly charges totaling $to $The customer was informed that we could not cancel their account until this past due payment was madeThe customer understood and agreed to this solution Thank you, and please don't hesitate to reach out with any questions or concerns Best, Frontpoint

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 5/1/One of our Support Supervisors attempted to contact the customer to address their concerns in regards to the cancellation of their account though was unsuccessfulA voicemail was left and an email was sentOn 5/2/Our Supervisor made a second attempt to contact the customer to follow up on the cancellation of their system though was unsuccessfulA voicemail was left and an email was sentOn 5/9/Our Supervisor made a third attempt to contact the customer and was able to speak with this customer regarding the cancellation of their accountFrontpoint offered to waive this customer’s early termination fee of $Our Supervisor then explained to the customer that there is a day processing time for cancellations so they would still be responsible for one final month of monitoring which totals $The customer accepted this offerThank you, and please don't hesitate to reach out with any question or concerns Best, Frontpoint

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 12/4/One of our Support Supervisors emailed with this customer about cancelling their account and refunding this customer for the equipment charge and monthly monitoring charge that they incurred On 12/8/Frontpoint processed this customer’s returned equipment and submitted a credit request for all charges this customer made On 12/8/Frontpoint approved the credit request for a monthly monitoring charge of $and an equipment charge of $totaling $ Generally, these credits show up in the customer’s bank account within 5-business days and 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 questions or concerns Best, Frontpoint

My neighbor's smoke alarm was going off, no one was home, and I tried calling FrontPoint to report the problem. Apparently, they only offer recorded responses for signing up or installing equipment. If one of their customers is having an actual emergency, they're screwed.

To Whom It May Concern: We would like to again thank the Revdex.com for their assistance in this matter After the customer rejected our original response on May 20th, we reached out to the customer via phone to discuss their rejectionWe have tried our best to work out a resolution with the customer that they think is right and we have contacted them many times in response to their concernsSpecifically in this customer’s situation, we have offered our sincere apology, reimbursed the customer their incorrect billing, and offered to pay for the customer’s overdraft feesWe have requested numerous times that the customer work with us to let us know what they think the best resolution for this situation would be The customer would not specify what they wanted as a resolution, so we decided to send the customer a check for $to cover any overdraft fees that the customer mentioned they had encountered We think it’s only right to cover those estimated overdraft fees that the customer encountered due to our mistake, and will still be mailing the customer a check for $by May 26thIt is the customer’s decision whether they would like to accept it During our phone conversation on May 20th (in response to the customer rejecting our original response) the customer notified us that they no longer want to be contacted by our company and requested that all communications with our company ceaseWe will of course honor the customer’s request and we will no longer be in contact with the customer We feel that we have done everything possible to rectify this situation for the customer and that the customer’s request to not be contacted again is a statement that the customer is unwilling to communicate with us going forwardHowever, should the customer change their mind, they have the contact information of our Manager of Support and we would be more than happy to hear from them Thank you again and please let us know if there is anything else that we can provide

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!!!