FrontPoint Security Solutions

I have been totally amazed at Frontpoint security systems from EVERY aspect! The system itself is #bar noneEverything works perfectly together and the ease of use, intuitive system cannot be beatEnough about the system.....let's talk about CUSTOMER SERVICE and follow up communication! I am approaching years old and have NEVER come across any company that holds a candle to this kind of customer serviceFrom Day in when I was setting up the system in my house, one of the door switches was not communicating properly with FRONTPOINTI had NO idea that they were even "watching" each and every switch as I set them up and they began communicating with the main unit They immediately called me and told me that my "Front Door" switch was misbehavingAfter a few tests, they overnighted a new switch to meI had it at 8am! Anytime that I have had a power failure, door ajar, you name it, positive contact has always resulted and it is always immediate! If I had to give this company a rating of 1-10, I would give them a because they are JUST THAT GOOD!

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,
*** ***

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 12/11/One of our
Support Supervisors attempted to contact this customer regarding the
cancellation of their account though was unsuccessfulA voicemail was leftOn 12/13/Our
Support Supervisor made a second attempt to contact this customer regarding the
cancellation of their account though was unsuccessfulA voicemail was leftOn 12/15/Our
Support Supervisor made a third attempt to contact this customer regarding the
cancellation of their account though was unsuccessfulA voicemail was leftAs of 12/15/
Frontpoint has not heard back from this customerWe encourage the customer to
work with our Supervisor to come to a resolution as Frontpoint is willing to
work with themThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

Knowledgeable staff, recommended solutions after listening to our needs/concerns and helped to steer us away from an initial course of action which in retrospect would have been a waste of equipment and resourcesFollow up with technical support on two questions that came up post installation was completed quickly and prompt resolution of the issues was achievedEquipment has been reliable, working exactly as advertisedReputable company, providing quality products and excellent support at a fair price How often do you get to say that in today's economy!
#Frontpointsafe

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 8/7/One of our Account Supervisors
spoke with this customer in regards to their concerns about billing adjustments
and the refunds they were owedOur Supervisor explained that a refund was
submitted in the amount of $for the equipment refund they were owedIn addition to this refund, Frontpoint offered
to credit the customer months of monthly monitoring, totaling $
The customer accepted this offer
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 11/13/One of our
Support Supervisors attempted to contact this customer regarding the
cancellation of their account though was unsuccessfulA voicemail was left and
an email was sentOn 11/14/One of our
Support Supervisors made a second attempt to contact this customer regarding the
cancellation of their account though was unsuccessfulA voicemail was left and
an email was sentOn 11/15/The
customer emailed our Support Supervisor requesting conversation through email
Our Support Supervisor then emailed the customer back offering to lower the
customer’s early termination fee to $The $is the total discounts Frontpoint
provided the customer for the length of which the customer has had a reduced monthly
monitoring rateHis monthly monitoring rate decreased from $to $
for a total savings of $per monthOur Supervisor then let the customer know
that we would simply need their request to cancel and that Frontpoint would
cancel their account at the end of NovemberAlso on 11/15/The
customer emailed our Support Supervisor back accepting this offer
We encourage the
customer to send their written notice of cancellation to our Supervisor so that
they can ensure the customer’s account is cancelled at the end of NovemberThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint

*** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** *** *** *** ** *** *** ** * *** *** ** *** ** *** *** ***
*** *** *** *** ***
Thank you for everything.The case has been resolved

[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,
*** ***

FrontPoint was recommended to me by a friend and I have found both their service and products to be great! DIY installation of the sensors was relatively easy (I had to make some modifications to align the door sensors, but that was easy) and the system was up and running very quicklyThe alarm system interface is easy to use, and I appreciate that I can check on the status of my home's security any time on a computer or my mobile phoneThe customer service has also been superb, they are always helpful and friendly on the few occasions when I've actually had a questionI will happily recommend FrontPoint to any of my family and friends

We would like to thank the Revdex.com for bringing this to our
attention
This customer’s experience concerned us as we want all
of
our customers to fully understand what purchasing a FrontPoint home security
system entailsOne of our Customer Support Managers has reached directly out to this customer and we
are actively working with them to find a solution that works well for their
situationWe look forward to helping this customer and making sure that they
are completely taken care of going forward
Please don’t hesitate to reach back out to us to let us know
if you have any other questions

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 3/31/After receiving this customer’s complaint, one
of our Support Supervisors attempted to contact this customer, via
phone,
though was unsuccessfulA message was left and an email was sentThe email
sent offered the customer resolutionsThe first resolution offered was to
give the customer months of free Monthly Monitoring, totaling $269.96, to
offset the difference between our $monitoring plan and our $
monitoring plan for the remaining months of the agreementThe second
resolution offered was to allow the customer to return their equipment and
Frontpoint waive their early cancellation fee, totaling $The final
resolution offered was to refund the customer $for the difference they paid
to upgrade their Control Panel
On 3/31/The customer replied to our Support Supervisors
email and accepted the first offer to give the customer months of free
Monthly Monitoring, totaling $269.96, to offset the difference between our
$monitoring plan and our $monitoring plan for the remaining
months of the agreementA monthly monitoring credit of $was then
applied to the customer’s account
Thank you and please don’t hesitate to reach out to us with
any questions or concerns

Good
Afternoon,
sans-serif;">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
10/6/one of our Support Supervisors reached out and was able to have a
discussion over the phone with the customer about their recent experience which
lead to this complaint
Our
Support Supervisor explained to the customer that we had never received their
original cancellation email due to the email address, of the representative
they were sending it to, being spelt incorrectlyAlthough this spelling error
was made, we still believed that the customer should be refunded from present to the
time when they originally requested to cancel, which is a total of four months
of serviceOur Support Supervisor assured the
customer that the account had been closed on 10/so no further charges would
be incurredThe customer had expressed to our Support Supervisor that he was
happy with the resolution of this
Thank you, and please don't hesitate to reach out with any
question or concernsBest,
Teddy
M***
Frontpoint
Security

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 11/24/Frontpoint submitted a credit
request for this customer’s full system return totaling $Also on 11/24/Frontpoint approved the
credit requestOn 11/28/One of our Support Supervisors
emailed this customer to provide them with a receipt for proof of refund which
they can take to their bank to try to accelerate the processing time of their
refundThese 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 endThank you, and please don't hesitate to reach
out with any questions or concerns
Best,
Frontpoint

Great value and customer service Very user friendly and love the mobile app function!

Tried other alarm companies and even went through preliminary process of canceling my Frontpoint service because another alarm company used the "door the door" sales pitch on me Luckily was able to cancel and get out of the door to door alarm company and stayed with Frontpoint Customer service is hands down the best I have ever experienced as far as any company providing some sort of service is concerned Frontpoint has definitely earned me as a faithful customer and am extremely pleased with the company and people I have talked to overall

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
class="MsoNormal"> On 8/25/one of our Fulfillment technicians received
this customers systemWhen looking into the account our Fulfillment technician
saw that this customer had not spoken with one of our Account specialist in regards
to the account Also on 8/25/one of our Support Supervisors attempted
to contact this customer to address their concerns related to this complaint
and was unsuccessfulA voicemail was left and an email was sent On 8/26/Our Support Supervisor made a second attempt to
reach out to this customer via phoneThey were able to explain our return
policy and assure that refunds for equipment, totaling $would be
credited back to the customerAfter the speaking with the customer, Frontpoint
submitted the refund totaling $ Generally, refunds are approved in 1-business daysOnce
approved, the transfer of funds is typically completed within 3-business
daysOnce the refunds are approved, A Support Supervisor will notify this
customer of the completion of the process Thank you and please don’t hesitate to reach out to us with
any questions or concerns Best,
Frontpoint

We would like to thank the Revdex.com for bringing this to our
attention
We reached out to this
customer by phone and submitted a refund
for their expedited shipping fee on February 10, We want to assure this
customer that we apologize for any confusion and are happy to have come to a
resolution for this customer that restores their trust in FrontPoint
We are always happy to directly help a customer if they ever
have any questions about their home security systems or about any of the
aspects of purchasing, shipping, or using the systemWe would like to thank
the Revdex.com for their assistance in this matter
Best,
FrontPoint Security

[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:I have received the new camera, however, after about two and a half hours of trying to get the thing going I made the decision to remove the camera from my serviceThe technician was not helpful at all, especially when she informed me that I needed to unplug my router system and plug it back inWhen I informed her that I am disabled, this did not phase her and still continued to inform me that I needed do this!!! I have degenerative osterarthritis and I am handicaped, again in telling her this she was unmovedWhat kind of people do they employ there? I was asked to be transfered to a supervisor and she could not get the camera going eitherShe then asked me to unplug my router and plug it back in I aslo informed her that I am disabled/handicapedAgain, what kind of people do that hire there? I have sent an e mail to *** *** and I would NEVER recommend this company to anyoneWhy are they still in business if this is how the customers are being treatedNo sympathy for disabled/handicap
Regards,
*** ***

We would
like to thank the Revdex.com for notifying us of this complaintThis customer’s
concerns had already been addressed by our Customer Support team by the time we
received the complaint from the Revdex.comOur company and the customer came to a
mutual agreement on April 16,
Thanks
and please let us know if there is anything else that we can assist with
FrontPoint
Security

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 10/21/One of our
Support Supervisors spoke with this customer about their concerns and offered
to waive the customer’s past due monthly balance totaling $In addition,
Frontpoint also offered to cancel this customer’s account so they do not incur
any additional monthly monitoring charges
The customer mentioned reactivating their account once their home renovations were completed so our Support Supervisor offered
to waive their reactivation fee totaling $once they returnThe customer accepted all
offers madeThank you, and please
don't hesitate to reach out with any questions or concernsBest,
Frontpoint