FrontPoint Security Solutions

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 12/19/One of our Support Supervisors spoke
with this customer to address their concerns in regards to their full refund
The customer confirmed with our Support
Supervisor that they have received their refund for the equipment totaling $
and their refund for the monthly monitoring charge they incurred totaling $Thank you, and please don't hesitate to reach
out with any question 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 as Answered]
Complaint: ***
I am rejecting this response because: The issue was never resolvedThe company's interpretation of "resolved" is based on assumptionIf it was resolved, I wouldn't be cancelling their serviceAlso, company's messages do not mean this is resolvedIt means I haven't had a moment to get back to you or even determine if the second phone number actually works (the first message left by this "supervisor" had a bogus phone number)
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 seriousness
On 01/11/the customer called and spoke with one of our
Support Supervisors and attempted to install a camera to their systemThe
swas unable to be completed and the Supervisor offered the customer to
return their camera for a full refund totaling $The customer accepted
this and began the return process
Also on 1/11/Frontpoint submitted
the refund request totaling $
Frontpoint received the customer’s
Revdex.com rejection on 1/11/A Support Supervisor then reached out to the customer to
address their concerns in more detailThe Supervisor reiterated the
original Supervisors offer to return their camera for a full refund
Additionally, the Supervisor offered to close the customer’s account at any
time upon their request, waiving the $early cancellation
fee
On 1/13/the equipment was received and the refund totaling $was
approved
On 1/16/the customer reached out to the Supervisor via
email inquiring about estimated time for the full refundThe Supervisor
responded to the email informing the customer that the refund was approved and
that it can take up to 3-business days for the funds to show in their bank
accountIn addition to this information, the Supervisor provided a transaction
ID so that the customer would be able to track the status of the refund
Thank you and please don’t hesitate to reach out to us with
any questions or concerns
Best,
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,
*** ***

They know I exist, they have my informationI am sending you all the documentation that I haveI do not have a cancelled check, nor anything elseThis documentation should sufficeI am puzzled as to why for the first time, Revdex.com is requiring such extensive documentation for one simple
complaint

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 08/29/One of our Sales Managers attempted to contact this customer though was unsuccessfulA voicemail was left and an email was
sent stating that Frontpoint would mask the credit pull that this customer experienced.Also on 8/29/The customer emailed our Sales Manager back stating that they were satisfied with this resolution.Thank you, and please don't hesitate to reach out with any questions 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 1/04/This customer called in and spoke with one of
our Account Specialists in regards to
cancelling their
accountThe customer was
informed that they would need to send in a 30-day written notice of
cancellation to close out their accountAfter the call, Frontpoint emailed the customer a
template detailing the information that was required to cancel their account
On 1/21/our Account
Specialist attempted to follow up with this customer in regards to receiving their
cancellation notice though was unsuccessfulAn email was sent
1/30/our Account
Specialist made a second attempt to follow
up with this customer in regards to receiving their
cancellation notice though was unsuccessfulAn email was sent
On 2/12/The customer emailed
our Account Specialist letting them
know that their cancellation notice was already sent and to
cancel their account
On 2/13/After receiving
this customer’s complaint, one of our Support Supervisors reached out to
this customer to address their concerns though was
unsuccessfulA voicemail was left
and an email was sent
On 2/14/Our Support
Supervisor made a second attempt to contact this
customer though was unsuccessfulA voicemail
was left and an email was sent
On 2/15/Our Support
Supervisor made a third attempt to contact this
customer though was unsuccessfulA voicemail
was left and an email was sent to the
customer informing them that Frontpoint has not received their
cancellation notice therefore cannot process
their cancellationFrontpoint also offered
to refund the customer for two months of monthly monitoring totaling $
On 2/16/The customer emailed
our Support Supervisor with their 30-day written notice
On 2/17/This customer’s
notice of cancellation was added to their account
The customer’s account is set to be
cancelled on the 28th of FebruaryAn email was sent to the customer
informing them of the action that has been taken
Our Support Supervisor also informed the customer that an updated credit
card is needed for Frontpoint to be able to process
the refund totaling $for two months of
monthly monitoring
We encourage the customer to contact
our Support Supervisor so that we may get an updated credit card and process
their refund
Thank you and please don’t hesitate to reach out to us 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 1/17/One of our Support
Supervisors spoke with this customer about their concernsOur Supervisor then
offered to cancel this customer’s account and waive the early termination fee
totaling $The customer accepted this offerOn 1/20/Frontpoint
cancelled the customer’s accountThank 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 9/28/One of our Support Supervisors spoke with this customer
about their concernsOur Supervisor explained that Frontpoint does not markup
equipment and explained discounts during the renewal process
During
this interaction, our Supervisor did offer to waive the cost of two Smoke/Heat
sensors totaling $129.98, though customer would be responsible for the cost of
the two Carbon Monoxide sensorsThe customer declined adding the two Carbon
Monoxide sensors, however, did accept the offer of two Smoke/Heat sensors at no
costCustomer stated they were satisfied with this resolutionThank you, and please don't hesitate to reach
out with any questions or concerns
Best,
Frontpoint

Good Afternoon,
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 seriousness
Since the beginning of this promotion Frontpoint has been in
direct contact with our partners at ***Frontpoint’s partners at American
Express have stated that Frontpoint is free to create, and adhere to its own
terms and conditions regarding the promotion
As stated in our previous response, this customer has used
different *** cards to pre-pay monthly monitoringEach transaction was in
the amount of $which is months of monthly monitoringThis customer has
also used different *** cards to purchase additional equipmentEach
transaction was in the amount of $or $Although this may not have
been the customer’s intent, Frontpoint viewed all of these purchases as a
violation of Frontpoint’s policy regarding the *** promotionThis is why
multiple transactions have been voided and/or cancelled
This customer has spoken with multiple Support Supervisors
regarding Frontpoint’s terms and conditions for this promotion and has been
made aware as to why transactions have been voided
We encourage the customer to reach out with any more
questions in regards to the matter so that we may resolve any additional
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 5/28/A refund
was submitted for the equipment charge that this customer incurred totaling
$On 5/30/The refund
of $was approvedOn 5/31/After receiving
this customer’s complaint, one of our Support Supervisors reached out to this
customer to address their concerns and let them know that their refund had been
submitted and approvedOn 6/1/Our Support
Supervisor emailed this customer the transaction number for their refund so
that they can contact their bank to verify the refundThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

I purchased a Frontpoint Security system for security at home and for greater piece of mind for my familyMy experience with their equipment was completely negative; of sensors I purchased, of the sensors (window sensors, a door sensor, and a glass break sensor) malfunctioned within the first weekAdditionally, their expensive touch-screen control panel completely froze up and went totally unresponsive, leaving me unable to arm the system with the sensors that were still functioningFrontpoint's claims of having superior equipment are untrue - their equipment was completely unreliable for usI returned my equipment and cancelled my contract

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 seriousness. On 08/06/The customer signed their Frontpoint contract.On 1/30/The customer called in requesting a replacement cameraThe customer received a new router and attempted to install the camera on their ownFrontpoint was unable to troubleshoot the camera with the customer as their network was downThe issue was likely caused by the customer having no internet connection due to the weather in their areaCustomer still demanded a new camera, Frontpoint replaced the to satisfy the customer.On 2/4/The customer received their new camera and called Frontpoint to installFrontpoint was not able to install initially as the customer’s home network was downFrontpoint helped the customer troubleshoot their router and was able to get their upThe camera continued to have trouble connecting as the customer had restrictions on their government issued laptopFrontpoint was then able to work with the customer to get the camera installed and confirmed the customer saw a live view.On 2/8/Frontpoint followed up with the customer to ensure that the old camera was deleted from their systemIn addition, Frontpoint informed the customer about Video Motion Detection settings and explained how to set them up.On 3/26/The customer called in and stated that they saw a message that their camera was not respondingFrontpoint had the customer log out of their account and log back inThe message was cleared.On 4/27/The customer called in and had concerns about their camera losing communication when they lose power. Frontpoint explained to the customer that the camera works off their home so if there is no power to the router then the camera would not have communication.On 6/22/The customer called in requesting another replacement cameraTheir current camera dropped from their network and customer was not able to view their camera during the stormThis was another issue related to the customer's home network dropping during the stormCustomer continued to demand a new cameraFrontpoint sent another replacement to satisfy the customer.On 7/24/The customer sent the following email to Frontpoint:“Date/Time: 07/24/12:AMRecipient: [email protected]: As a customer for awhile, I have had so many issues with the camera for outside of my homeThere seemed to have issues when it storms it goes down alwaysI can't continue to have these issuesI need this fix asap or I may have to find someplace to care for my security of my home and family and will return all back.”On 7/26/Frontpoint followed up with this customer regarding their camera concernsThe customer stated that they have come to understand that the cameras losing connectivity is not a problem with Frontpoint’s service, but their local electrical gridThe system is functioning as intended but loses power every time there is a storm; The customer was aware that the system has a backup battery, although the cameras do not.On 11/23/The customer called in to cancelThe customer stated that the cameras were not working and wanted to be let out of their contract free of charge.As seen from this customer’s history, the customer has had multiple issues with their home losing power, during local storms in their area, which has caused their Frontpoint cameras to lose connectivity. This customer has received over $worth of equipment/monthly monitoring from Frontpoint during their months as a customerIn addition, Frontpoint is still offering to reduce the customer’s early termination fee of $to $to help the customer. Thank you, and please don't hesitate to reach out with any questions 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 10/31/One of our
Support Supervisors spoke with this customer and explained Frontpoint’s policy
in regards to contacting customers when their panel has lost powerOur Support
Supervisor then offered to allow the customer to return their equipment and
waive their contract payoff totaling $After the phone call our Support
Supervisor emailed the customer laying out this offerOn 11/1/The
customer emailed our Support Supervisors accepting their offer to return the
equipment and cancel the account with no contract payoffOn 11/2/Frontpoint
emailed this customer a prepaid FedEx return label to return their equipment
and explained the return processThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

Good morning,
We hope that every customer will enjoy each experience that
comes with owning a Frontpoint system which is why we took the time to
investigate this customer’s complaint thoroughly
Once Frontpoint received this customer’s complaint we made
sure to investigate the contract the customer signed as well as the time
remaining on this customer’s contractual agreement
We then had
one of our Support Supervisors reach out to this customer to discuss multiple options
for their situation
On 10/the customer confirmed via email they wished to
cancel their contract and they felt that the arrangement our Support Supervisor offered was acceptable
and tailored to their current situation
We aim to address each customer’s complaint fully and we are
happy that we able to come
to a resolution that worked for the customer’s specific needsWe are
more than happy to assist in any other way possible if needed
Thank you, and please let us know if there are
any further questions or concerns
Best,
Teddy M***
Frontpoint

From: *** *** Date: Tue, Jan 6, at 12:PMSubject: Re: complaint #***.To: [email protected], Frontpoint has resolved my issues and has paid me in full all of the monies they owed meThank you very much in your assistance in resolving this matter!***
** *** *** *** * *** * *** *** *** ** ***

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 10/2/One of our Support Supervisors spoke with this customer
about cancelling their account and then offered to credit
this customer for the
two monthly monitoring charges they made after their contract ended
Also on 10/2/Frontpoint submitted the
credit request for the monthly monitoring charges
On 10/5/Frontpoint approved the credit
request for the monthly monitoring charges 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

[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,
*** ***

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

[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 over charge was not the first time, the situation is more detailed and complicated then anyone other then my self cares to know aboutThis company is only trying to get the review changed not corrected in my opinion, I received no contact or had anyone concerned about my experience until I made a complaintI spoke at length with them stating all that I am out and have a system I originally sent back had they excepted I would not have a expensive piece of plastic that I can not use and paid for service I did not use nor would they have taken money out of my accountI never gave them an amount because I wanted them to look at the history of bad customer service and issues and make up their own response which they did (50.00) is what they deemed great customer service I disagreeI will give honest reviews and will leave it as a lesson in doing more research before I choose a company to do business with.
Regards,
*** ***