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 6/03/One of our Support Supervisors spoke with this customer, via email, about cancelling their accountOur Support Supervisor assured the customer that their account was cancelled and offered to waive the past due monthly balance totaling $ On 6/5/The customer emailed our Support Supervisor and expressed that they were satisfied with the solution offered to them Thank you and please don’t hesitate to reach out to us with any questions or concerns Best, Frontpoint

I have been extremely pleased with the equipment and service We purchased this system for our recreational property in a fairly remote area Upon initial installation, I discovered (with the assistance of the Frontpoint customer service rep) that a couple of the door sensors needed to be long-range sensors due to the location of our shop building and the distance from the control panel in our cabin They promptly shipped me the appropriate sensors and I was able to install and activate them with no problems I have spoken with the customer service reps on three separate occasions, and each time they have been exceedingly helpful I am very happy, and Frontpoint is a first-rate company

FrontPoint is highly recommended to work withThey are professional, simple, and to the pointNo unnecessary distractions, phone calls, emailsThey understand that business owners are here to run their business, and they are here to quietly support usWish more companies can run themselves in this mannerThank you

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 9/25/2015- One of our Account Specialists spoke with this customer about cancelling their accountThe customer then sent Frontpoint an email with their request to cancel Also on 9/25/One of our Support Supervisors tried to contact the customer though was unable to get in contact with themA voicemail was left and a follemail was sent On 9/28/2015- Our Support Supervisor tried to contact the customer though was unable to get in contact with themA voicemail was left Also on 9/28/The customer sent an email to Frontpoint stating that their concerns have been taken care of On 9/29/Frontpoint cancelled this customer’s account Thank you, and please don't hesitate to reach out with any question or concerns Best, Frontpoint

Good Afternoon,We take every opportunity we have to make sure our customers are 100% satisfied, and that is why we have immediately addressed this customer's complaint. On 4/20/15 one of our Support Supervisors reached out to this customer to address their complaint. The customer... requested we no longer work with them, but only communicate through their lawyer. As of 4/22/15 this customer's account had been credited for an entire system return. On 4/27/15 our Support Supervisor made sure to email this customer with an email stating they own nothing to Frontpoint from this point forward and they are no longer in a contract with Frontpoint.We have addressed and refunded this customer for their system as well as provided the written communication they requested. We want every customer to be happy and we hope we have have satisfied this customer's request for a resolution. Please let us know if we can be of any other help.Thank you,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 7/8/One of our Support Supervisors was able to speak with this customer via emailFrontpoint offered to allow the customer to return their system and receive a refund for their initial purchase price of $The customer then received a prepaid [redacted] return label so they could pack up their equipment and send it back On 7/9/Frontpoint submitted a credit request in the amount of $for July’s monthly monitoring On 7/10/The credit request was approved for July’s monthly monitoring On 7/14/Frontpoint submitted two credit requests totaling $These credit requests were approved on the same day and the account has been cancelled 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

Hello, We take every customer complaint seriously and want to ensure complete customer satisfaction at all times On 6/16/one of our Support Supervisors reached out to this customer regarding the return of their system, as well as refunding them for monthly service chargesThis supervisor explained to the customer that the reason they were charged for monthly service fees was due to the system not being returned within a certain period of timeThis was explained to the customer and it was agreed that the customer would be refunded for the original month they requested to return and the current month of monitoringThe customer agreed to this resolution and has been credited Please let us know if there is anything else the customer or Revdex.com needs, as we're always happy to help! Best, Frontpoint

OMG a real person answers the phone What a concept Not only that, the real person has the technical know-how to fix things when they go broke, which they rarely do FrontPoint may be one of the best managed companies in the US when it comes to customer service And their devices offerings are state of the art I have control over pretty much everything through my cell phone app, including locking and unlocking the front door And their 24/monitoring and alerting are peerless My one issue is that their video camera controls are not always intuitive, like everything else is Highly recommend FrontPoint for residential security needs

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 5/28/The customer purchased their system
for a total of $
On 6/9/The
customer mailed in their
cancel letter to return their system
On 6/12/The customer spoke with one of
our Support Supervisors in regards to their returned equipmentThe customer did
not use one of Frontpoint’s prepaid return label and stated that they had sent
their equipment back on their own and that they did not read that it was a
requirement to provide Frontpoint with the tracking information
The customer then sent an email to our Supervisor with the tracking information and the time stamp in which the package was
deliveredFrontpoint then let the customer know that we would begin the refund
process
On 6/15/Our Supervisor reached out to
the customer to update their account informationThe Supervisor then submitted
a credit request for all charges this customer made
Later that day, the credit request was
approved for the customer’s initial payment of $and their shipping cost of
$totaling $
These credits generally 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 question or concerns
Best,Frontpoint

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 11/1/One of our
Support Supervisors spoke with this customer regarding their credit check
concerns and offered to mask their credit checkThe customer accepted this
offerOn 11/2/Frontpoint submitted
the required masking documents to EquifaxGenerally, these credit
check masks can take up to weeks to reflect on the customer’s credit report
We encourage the customer to check their score to ensure this mask has
processed as we have completed the request on our endThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
From: *** ***Date: Tue, Aug 29, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I have received my refundThank you for everything; it worked out. *** ***

Overall pretty good systemEasy to install (DIY)Since sensors run on batteries (the garage sensor often (every months or so) needs new batteryBut FrontPoint will send it for free - that's a plusThe control panel is big and bulky and doesn't have color displayAll the lights and display are blueSiren is loud within ftBut when I accidently entered through the garage door and tripped the alarm I didn't hear it until I entered the main floorSiren should be louderIt is also a bit expensive and FrontPoint has contractMine is up so I will call them for renewal or to negotiate the priceI see cheaper options out there

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 5/3/Customer called explaining they would not be
able to activate their system as they were in the
process of having a home
built Frontpoint offered a 3-month contract extension and explained the terms
of the amendment in which the customer would be refunded for months of
service in the amount of $149.97, once the account was activated It was also
explained that upon the activation and refund, the contract would be extended
by those same months The customer agreed and accepted this resolution
On 9/5/the Customer called in and spoke with one of our
account specialist regarding cancellation of their contractThe account
specialist reiterated the terms of the contract extension and discussed the
terms of cancellation which was 80% of the remaining months for a total of
$
Frontpoint received Revdex.com Complaint on 9/5/and on
9/8/an Account Manager attempted to contact this customer though was
unsuccessful. A voicemail was left and an email was sent
On 9/12/an Account Manager again attempted to contact
this customer though was unsuccessful. A voicemail was left and an email
was sent
Thank you, and please don't hesitate to reach out with any
questions or concerns

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

I have been satisfied with the service that I received from front pointThe system has been very user friendly Up until recently I started having issues with one of my door sensors and I am currently in the process of trouble shooting it

year contract is absurd With a company like alarm monitoring there's no reason for any contract Motion detectors are spotty at best and the digital upgraded keypad is sluggish and slow when used

I purchased a FrontPoint system several years ago and could not be happier I purchased the system when I lived in Indiana and moved it to Oklahoma I called them to let them know I was moving and, like they say, they sent me a box that had instructions and extra pads for when I got to the new home It was super simple to install then remove and reinstall at the new home Their service has always been outstanding and every person I have ever talked to has been very nice I highly recommend FrontPoint Security Solutions!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

FrontPoint is very responsive to client's callsCall backs so far are within five minutesThe reps I have talked to so far are all knowledgeable

To Whom This May Concern,On 12/one of our Support Supervisors reached out to this customer to address their complaintThis Supervisors told the customer they would ensure they received their full refund and would follow up once the funds were releasedLater in the day on 12/our Supervisor
emailed this customer telling them their refund was processed and approved and that they should see the refund posted to their account within 2-business daysThis Supervisor asked the customer to email them back to confirm they received their full refund of $We have not heard from this customer as of presentPlease let us know if there is anything we can do to be of assistance.Best,Frontpoint