FrontPoint Security Solutions

Good Afternoon,
At FrontPoint Security we want every customer experience to
be an amazing one, which is why we are taking this customer's complaint very
seriously.
On 8/11/2014 One of our Support Managers...

reached out to this
customer via phone and email and left messages on his phone and email. On
8/13/2014 our Support Manager was able to have a discussion over the phone with
the customer about their recent experience which lead to this complaint. 
The customer and our Support Manager were able to reach an
agreement in order to cancel the customer's contract. The customer agrees to
pay the remaining balance on the account as well as one payment of $49.95 to
fully cancel the account. The contract payoff of $412.70 will be waved once
those two payment are taken. The customer asked we call them on 8/15/2014 to
collect both payments. Our Support Manager is scheduled to call the customer on
8/15/2014 to take those payments.
We make every effort to address rare circumstances with care
and respect, and at this time we hope we have reached an agreement with the
customer to cancel their contract with us as requested. We are always happy to
assist in any other way needed.
Thank you, and please don't hesitate to reach out with any
question or concerns. “
Best,
Teddy M[redacted]
FrontPoint Security

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/one of our Support Supervisors reached out to this customer to
discuss their
concerns and address their suggested resolution on their Revdex.com complaintBoth
parties agreed there could have been some confusion with how this customer's
sales call started and endedOur 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 refundOn 2/12/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

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]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 4/13/2016 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 $584.66.
In addition to the above
resolution, Frontpoint also offered to lower the customer’s three past due
monthly charges totaling $128.97 to $85.98. The customer was informed that we could
not cancel their account until this past due payment was made. The customer understood
and agreed to this solution.
Thank you, and please
don't hesitate to reach out 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.

This is a reasonably priced product which does not require use of a landline, which can be easily cut by someone trying to gain access to your home. The equipment works well and is very consistent and durable. The tech support is also first rate. I've been very pleased.

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 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.
On 3/18/2016 Our Supervisor made a fourth
attempt to contact the customer to follow up on their discussion though was
unsuccessful. A voicemail was left and an email was sent.
On 3/22/2016 Our Supervisor made a fifth
attempt to contact the customer to follow up on their discussion though was
unsuccessful. A voicemail was left and an email was sent.
On 3/25/2016 Our Supervisor made a sixth
attempt to contact the customer to follow up on their discussion though was
unsuccessful. A voicemail was left and an email was sent.
As stated in the previous response,
Frontpoint has offered to lower the early termination fee (80% of all remaining
payments due under the contract)that
normally applies when a customer desires to cancel their account during the
initial 36-month term. In addition, Frontpoint has also offered to waive three
past due monthly charges totaling $128.97.
Above are the resolutions made available to
this customer, despite multiple breaches of their initial contract. The clauses
within this customer’s signed contract that have been breached are as follows:
Section 2
“You agree always to provide Company with a current and valid credit card or
other method of payment acceptable to Company to which your Monthly Charges
(and any penalties, fees, or other monies due hereunder) can be billed”
Section 14
“The parties agree that, in the event of Subscriber’s default it would be
difficult, if not impossible, to fix the amount of Company’s actual damages.
Therefore, in the event of any default or requested early termination of the
Agreement by you, without limiting the rights of Company. Company shall be
entitled to retain all prepayments received and you shall immediately pay to
Company (a) all payments then due and payable, and (b) 80 percent of all
payments which would be due hereunder for the unexpired term as agreed upon
damages and not as a penalty; and Company shall have no further obligation to
perform under this Agreement.”
At this time, Frontpoint still has not heard
back from this customer. We encourage the customer to contact Frontpoint so we
can work with them to process their cancellation request.
Thank you, and please don't hesitate to
reach out with any questions or concerns.
Best,
Frontpoint

Seems to be working flawlessly. I have received phone calls from FrontPoint customer service when the alarm trips. Each alarm was just an accident and didn't require emergency personnel response. The equipment is still functioning fine after 3 years of use. Overall, I'm happy with FrontPoint service, although their are 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 12/4/2015 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 12/8/2015 Frontpoint
processed this customer’s returned equipment and submitted a credit request for
all charges this customer made.
On 12/8/2015 Frontpoint
approved the credit request for a monthly monitoring charge of $44.99 and an
equipment charge of $102.95 totaling $147.94.
Generally, these credits
show up in the customer’s bank account within 5-7 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

Roman",serif;
mso-fareast-font-family:"Times New Roman"">Good Afternoon,
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 3/6/2015
one of our Support Supervisors reached out to this customer and apologized for
any miscommunications/confusions there might have been between this customer’s two
accounts. This Supervisor spoke to this customer and explained what happens if
the customer unplugs their system, and there is still a need to call in/write
their request to cancel service.  The
customer insisted this had already happened. Therefore, our Support Supervisor
told the customer we would honored their request to refund them for the last 3
months of monthly service fees, (since the panel was unplugged) and we are
canceling their service currently. The customer agreed to 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 satisfaction. We 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

Easy setup and customer service very helpful. I like the wireless sensors and the mobile app which really had me sold. Very intuitive as far as disarming/arming and notifications. I can setup everything online. I can easily add users when I go on vacation to help monitor. Really only issue I've had is being able to disarm and arm from the mobile app a few times but more than likely this was a cellular issue.

My experience with FrontPoint has been a delight, especially when compared to my previous home security experience with ADT. The representatives are very friendly, patient and professional. I have had absolutely no problems with my security system, my security service or the customer service that I have received. I switched companies about 2 years ago and I am very happy that I did.

Hello,Every customer complaint is very important to us here at Frontpoint, which is why we have been very careful to review this customer's account and desired complaint resolution.As of 6/9/15 one of our Support Supervisors was able to reach-out and confirm with this customer they have been...

refunded their requested amount and this customer is now refunded to their satisfaction. If there is anything else we can do for this customer or the Revdex.com please let us know, as we're happy to help!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 [redacted], and find that this resolution is satisfactory to me.  Given that I have cancelled these services, I authorize no additional charges to be charged to my account at any time.
Regards,
[redacted]

I am so glad I went with Frontpoint! I do not have to worry about my home when I'm away and I can check my image sensor right from my phone. I also added smoke sensors so I never worry about fires and my pets being home alone! The system was so easy to set up on my own it took about 30 minutes! I will never change security systems!

Even though my unique living location is in a very isolated place, the glitches we encountered were nothing when compared to the dedicated efforts from everyone at FrontPoint Securities. They are a very dedicated and professional team.
I was so impressed every time there were challenges installing my indoor camera to look outside over my driveway -- the team constantly followed up with everything until each problem was fixed. What an amazing experience it was for me to watch the persistent and intensely focused effort made by everyone every time.
I sincerely appreciate everything FrontPoint Securities has done to be there whenever needed. You should all give yourselves a big pat on the back.
Sincerely,
David L[redacted]g
Hawaii Community College

Being a veteran I like doing security my way and not having someone else come into my residence and "scoping" out my personal belongings. That is by far the BIGGEST ADVANTAGE with frontpoint. You put your sensors up where you want and then contact Frontpoint to make sure everything is being read at their service center. Overall an excellent company to work with.

FrontPoint has without question the best customer service of any company I have worked with in 5 years. Call during the sales cycle, system set up and questions after activation are answered in less than 10 seconds. The service agents know the product and must have been interviewed for friendliness. The product works as represented and I suggest the upgraded control panel display. I have never written a review so that gives you insight into how impressed I am with FrontPoint.