FrontPoint Security Solutions

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
class="MsoNormal">On 6/5/one of our Support Supervisors
was able to speak with the customer and address their concerns
Our
Support Supervisor then offered to refund the customer June’s monthly monitoring
charge of $and allow the customer to cancel their account without any
termination feesThe customer accepted this offer
On
6/8/our Support Supervisor
reached out to the customer to folland make sure that the customer was
satisfied with Frontpoint’s resolution to their concernsThe customer stated
that they were satisfied with the agreed resolution
Thank you, and please don't hesitate to
reach out with any question or concerns
Best,
Frontpoint

I am very pleased with my Frontpoint security systemMy only complaint would be that the monthly monoriting cost is a bit highI have recommended to friends and they say they can get the same services for less

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 9/25/One of our
Support Supervisors attempted to contact this customer to discuss their
concerns, however, was unsuccessfulA voicemail was left and an email was
sentOn 9/26/One of our
Support Supervisors made a second attempt to contact this customer, however,
was unsuccessfulA voicemail was left and an email was sentOn 9/27/One of our
Support Supervisors made a third attempt to contact this customer, however, was
unsuccessfulA voicemail was left and an email was sentOn 9/28/One of our
Support Supervisors made a fourth attempt to contact this customer, however,
was unsuccessfulA voicemail was left and an email was sentAt this time, Frontpoint
has not heard back from this customerWe encourage the customer to contact our
Support Supervisor so that we may discuss their concerns and our resolutions to
help themThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

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 customer
Our 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***
Frontpoint Security

To Whom It May Concern:
We would like to thank the Revdex.com for bringing this customer’s
concerns to our attention
class="MsoNormal"> We first would like to apologize to the customerAccording
to a mistake on our side, the customer was billed after we agreed to end the
customer’s payment planWe 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 errorWhile 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 $within the next 7-business daysAs well, we have also
credited the customer for the accidental charge that occurred on May 4,
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

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 6/3/Frontpoint processed
this customer’s
returned equipment and submitted a credit request for all charges this customer
made
On 6/4/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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The business has falsely represented the situationThe customer service person did admit a correlation my information and the disconnect of the systemShe stated she believed me but without a name and cancellation email from Frontpoint she couldn't do anything more.I believe the company is at fault for giving me misinformation in June and continuing to charge my accountI believe they have fraudulently received funds from my account after I expressed a desire cancel servicesNow they are making me responsible for their error and requesting more money.This is unacceptable They have charged my account an additionalmonths after I cancelledI believe this is enoughI don't believe I should have to pay any further for their error
Regards,*** ***
*** ***

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
5/22/A Support Supervisor reached out to the customer after receiving
their complaint and discussed the status of
their refundsThe Supervisor
offered to research the status of all promised refunds to determine the correct
amount that would be issued to the customerIn addition, our Supervisor
offered to follow up via email with a breakdown and a finalized dollar
amount.
On
5/25/Frontpoint sent an email to this customer with a full breakdown of
the charges that would be refunded to the customerThe refunds include monthly
monitoring charges totaling $1,066.84, and equipment charges totaling
$6,This customer will receive a total refund amount of $7,
As
Frontpoint was unable to submit a refund this large electronically, the customer
will be refunded $1,to via the credit card on file, and will be sent a
check for the remaining amount of $5,
Thank you
and please don’t hesitate to reach out to us with any questions or concerns.Best,
Frontpoint

We are very satisfied with the system and services of FrontPointWe have had their system in our place of business for about two years now It was easy to set up, and it did not require a service person to install it It also is very easy to useA couple of times, when we had questions, FrontPoint was immediately available on the phone to help, with completely knowledgeable technicians to answer our questions quickly and clearly One time, we accidentally set off the system (our mistake), and the police were here to "save" us in about a minute, so we know the FrontPoint system is 100% reliable While that experience was a little embarrassing, it resulted in our feeling very safe knowing that we are protected by such an excellent security system

To Whom This May Concern,Frontpoint as allowed this customer to cancel their contract without penalty as they have requestedWe hope we have resolved this customer's complaint at this time, and if there is anything else we can do please let us know.Thank you,Frontpoint

A representative from FrontPoint Security has contacted me and resolved my issue Please update your records.
sans-serif;">
Thanks,
*** ***

Good Afternoon,
"
line-height:normal">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 3/6/one of our Support
Supervisors reached out to this customer and apologized for any miscommunications
there might have been regarding referral credits to this customer’s account
Our Support Supervisor offered this customer multiple months of service credits
back as requested in this complaintThis customer told our Support Supervisor
they were pleased with this resolution.
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,
Frontpoint

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

The installation was fairly easy and quickDid have a problem with the front door installation but the customer service rep explained an alternative method for the set up

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The person who responded to me from the company refused to address my complaint properly, and only succeeded in further angering and frustrating meThe only reason the company is no longer contacting me is that my landlady capitulated and paid them them for a the remainder of a contract that neither she nor I remember signing, and that they have not been able to produce.
I did not want to continue paying the company money for a service that I could not use because they consistently failed to get in touch with me when my security system went off and instead kept contacting my landlady, who lives in another state A company who can't manage to get either my email address or phone number right has no business guarding my safetyI will not feel that this complaint is resolved until my landlady gets her money refunded
Regards,
*** ***

To Whom This May Concern,Frontpoint takes customer satisfaction very seriously, and we try to ensure every customer has an excellent customer experienceThis is why Frontpoint is taking this customer's complaint so seriously.On 10/06/a refund of this customer's original payment ($110.94) was
approvedOn this same day their system was re-routed while in transit to ensure this customer did not receive their system.We have agreed with this customer's requested resolution, and we encourage this customer to check their statements to see that refund issued.If we can be of any help or assistance to the Revdex.com or this customer please let us know.Best,Frontpoint

A very good system and simple to install I have recommended other homes get the system and they both have added a system I have recommended to a third home, waiting on 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
Please note that anytime you see an underscore like this “____” it represents
customer information and/or Frontpoint employee information that has been
removed to protect the privacy of all parties involved in this complaint
On 08/06/The customer signed their
Frontpoint contractOn 10/21/This customer called in to
update their passcode and change their master code as they were going through a
divorce with their wifeAlso on 10/21/The customer’s soon to be ex-wife
used their mobile app to disarm their system and entered the home through a
windowTheir mobile app was then used again to arm the system once they leftThe customer returned to their home an hour
later and the alarm was triggered and the customer asked for the police to be
dispatched as the customer had seen that their home was broken into by their
soon to be ex-wife
On 10/23/One of our Support Supervisors
spoke with this customer regarding their alarm eventCustomer stated that
there was $worth of items stolen, however, police would not press charges
as the wife was still legally entitled to the propertyOur Supervisor then
explained a detailed timeline of what happened so they customer could
understand that their system was working properlyOn 10/25/The customer called in and was
immediately transferred to another one of our Support SupervisorsThe customer
expressed their concerns about their system failing during that alarmOur
Supervisor explained that the system worked properly and provided the detailed
timeline againThe customer wanted to then pack up the system and return it
Our Supervisor began to explain the terms of cancellation and the call was then
disconnected
Also on 10/25/The customer emailed
Frontpoint demanding that we cancel their account at no penaltyOur Supervisor
then emailed the customer back stating that Frontpoint would require a day
written notification along with an 80% early termination fee of $The
customer then left our Supervisor a voicemail refusing to pay the early
termination fee and requesting that we send them a copy of their contractOn 10/26/Our Support Supervisor emailed
the customer a copy of their contract and offered to work with the customer so
they could feel confident in their systemAlso on 10/26/The customer sent the
following email to our Supervisor:
“Date/Time:
10/26/12:PM
Sender: [email protected]
Recipient: [email protected]
Body:
Dear _________,
After speaking with my legal team they advise
me for now continue the services as per contractSo I will honor their request
and as of today will let you know I will send payment online no more credit
card withdrawI will also let you know I am staying but not as a happy
customer and after contract finished I will then let everyone know how I was
treated by Frontpoint SecurityAs of the letter to cancel service please
disregard that and will continue to end of the contract
________ ________”
On 11/6/Customer called in to speak with
one of our Support Supervisors, though, all Supervisors were currently on a
call with other customersAs soon as our Supervisor was available they called
the customerCustomer stated that they were still angry and believed that
Frontpoint did not work properly in the alarm event on 10/21/To ease the
customer’s mind our Supervisor stated that they would review all interactions
and history on the account regarding that alarm eventOn 11/8/Our Supervisor spoke with this
customer and explained all of the details of the alarm event on 10/21/
which proved that the customer’s system worked properly during this event
Customer began asking our Supervisor about equipment and stated that they
needed a Garage Door SensorFrontpoint wanted this customer to feel secure
with their system which is why we sent a Garage Door Sensor to this customer
free of chargeOn 11/17/One of our Support Specialists
helped this customer learn in their new Garage Door Sensor and adjust their
video settingsOn 11/24/Customer called in to cancel
Our Account Supervisor explained the cancellation policies again to the
customerCustomer began to yell and curse at our Supervisor who was forced to
disconnect the callCustomer called back in to our Support Team to threaten
legal action though refused to speak to another SupervisorOn 11/27/One of our Supervisors spoke
with this customer regarding their accountCustomer demanded to be let out of
their contract free of chargeOur Supervisor explained that we could not let
them out of their contract free of charge as the customer had already received
over $worth of equipment/monthly monitoring from Frontpoint during their
months as a customerFrontpoint did, however, offer to reduce the customer’s
early termination fee of $to $As of 11/30/Frontpoint has not heard back
from this customer regarding this offerWe encourage the customer to contact
our Supervisor back so that we can assist them in the cancellation of their
systemThank you, and please don't hesitate to reach
out with any questions or concerns
Best,
Frontpoint

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/ The mobile app is so convient...tap and arm the system while going down the road Highly recommended!!

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 3/9/one of our Support Supervisors reached out to
this customer though was unable to
get in contact with himOur Support
Supervisor then left a voicemail on their primary phone number, because the
secondary number was out of service, then sent an email
On 3/11/our Support Supervisor made a second attempt to get in contact
with this customer though was unsuccessfulAgain, a voicemail was left on
their primary phone number and an email was sent
On 3/12/our Support Supervisor made a third attempt to
get in contact with this customer though was unsuccessfulA voicemail was left
on their primary phone number and an email was sent
On 3/18/Our Support Supervisor made a fourth attempt to get in contact
with this customer though was unsuccessful
Frontpoint is dedicated to making sure every customer is
happy no matter what the issue may beWe have reached out to this customer on
multiple occasions though have been unsuccessful in getting in contact to
resolve this customer’s concerns
As always, we are happy to help so if there is anything more we
can do please let us know
Best,
Frontpoint