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 6/3/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

I have had my Frontpoint system in place for about a yearEvery issue or problem (and there have been relatively few) has been handled quickly and with pleasant efficiencyAll the reps I've dealt with are super friendly ; the monitoring company reps, likewise

FrontPoint is a great company that takes excellent care of its customers Their customer service representatives are very responsive and provide as much help and information as needed They're always willing to take as much time as needed to talk me through changing the battery in the base unit or adding a new light timer They always respond to any questions or concerns right away We're extremely happy with their service and the quality of their products We love the fact that the system is wireless and that we own the equipment and can take it with us if we move

Hello, We want to thank this individual for bringing their complaint to our attentionWe strive to make sure each and every customer has a great experience, which is why made sure we investigated and addressed this individual's complaintAfter receiving this complaint, Frontpoint's Sales Manager made sure to delete this individual's information from any and all of Frontpoint's systemsWe also had this Sales Manager look into the calling techniques we use when potential customers give us their contact information online We want to apologize for making this individual feel frustrated, and have addressed their requested resolution, resulting in no further contact Thank you and please let us know if we can be of any other helpBest, Frontpoint

Good Afternoon,Every customer's satisfaction matters greatly to us, which is why this customer's complaint has been investigated thoroughly and taken so seriously*To protect the security and privacy of Frontpoint employees and this customer, we have removed names, addresses, and contact phone numbers from any exchanges listed below with an underscore "______" *On 8/one of our Support Supervisors went through every interaction on this customer's accounts to figure out where any mis- communications may have taken placeThen our Support Supervisor attempted to reach out to this customer and explain everythingThis customer did not respond to that phone call or email on 8/3.8/-our Support Supervisor emailed and called this customer to discuss their complaint8/5- this customer emailed our Support Supervisor back with this text:"DEAR MR ______, OUR SYSTEM FAILED AFTER ONLY MONTHS OF USE YOUR UNDERLINGS SHOULD BE CALLED ON THE CARPET I HAVE NEVER IN MY LIFE CAME IN CONTACT WITH SUCH AN INSCRUPULOUS COMPANY IN MY + YEARS WE CALLED YOUR COMPANY IN MARCH JUST AFTER THE CONSOLE FAILED THEY SAID IT WAS OURFAULT AND STILL KEPT CHARGING OUR BANK ACCOUNT AT _______ INDOLE IN PAHRUMP, NV THE BEHAVIOR OF YOUR EMPLOYEES WAS RELENTLESS AND TOTALLY WRONG FURTHERMORE YOUR COMPANY WOULD OVERRIDE OUR BLOCKS ON OUR ACCOUNT AND CHANGED THE NAME OF FRONTPOINT TO THE ALARM SERVICE ALTERNATIVELY TO TRICK THE BANK WE SOLD OUR HOUSE IN JANUARY OF AND MOVED TO FL I AM DISABLED SO I GAVE IN TO THE EXTORTION AND FEAR OF A LOWER CREDIT RATING A FEW MONTHS THE BUTTKICKER IS WHEN IN EARLY MAY THERE WERE CHARGES ON OUR ACCOUNT ON THE SAME DAY IN MAY OF I COULD GO ON AND ON ABOUT THIS IGNORAMOUS FRONTPOINT INJUSTICE SINCERELY, ________________ PS- YOU CAN CALL MY WIFE AT _________________ THANK YOU"8/6- our Support Supervisor called, then emailed this customer back with this text:"I took some time to review your account and I understand your frustration; I wanted to address a number of points that you mentioned, and offer some resolutions for the various components of the situation Firstly, I do see that we did speak with you in March of regarding an uncertainty you had about the sensors reporting correctly, but we were able to address your concerns, and revisited the issue with you later that July I do see the issue you mentioned with your system in March of 2013, months after getting your system The panel reports it began having communication issues at this time (March 15th, to be exact) Now I do see right around this period that you had some trouble, an individual had entered the home (not a break-in, but an individual over at your property) and was unable to disarm the system According to our notes, at the time you were away from the home, but had cancelled the alarm with our monitoring station Later that month, around the 26th, we contacted you and you let us know that the system had been in alarm and you’d been unable to turn off the system, so the wires on the panel were cut, and we let you know we could troubleshoot the situation, but that someone would need to be home to do so There’s also a note that you stated the system was gone at this time I’d like to apologize if any information was relayed to you at the time that we would not troubleshoot or work with you on reestablishing communication for your system I don’t see any notes of it on your account, but if that information was relayed to, I’m sorry for the impression it left I’d also like to address the concern regarding changing the billing name I do see that this occurred right around July of 2012, before the issue with the panel occurred It appears that what triggered this was a changeover from direct billing by us to billing by a third-party partner company that we use, My Alarm Center I assure you, this was not in any way a nefarious attempt to circumvent any billing blocks you placed; in fact it appears that this change prompted you to issue a chargeback for the month of July and decline the following months of billing for August and September, although we were later able to resolve this concern with you While I do understand that you were dealing with some technical issues with the system over the course of your time with us, we did attempt to troubleshoot the technical issues and get your system working to your expectations with you (although you declined the assistance at the time), but these issues do not preclude you from paying for the service that is made available You did let us know that you moved in from the area, although you did not notify us of your move in January of until July of the same year While we endeavor to work with our customers on helping them move the system, or discussing the options available to them, we cannot do this without knowing that you will be moving It does look like you spoke to us on more than one occasion about cancelling your account (both before and after your move), but fell out of contact with us before settling the cancellation, which includes both written confirmation of intent to cancel, and payment of 80% of the remaining balance on the agreement According to our notes, it also appears that we discussed this with you as well, right around July of 2015, and made it clear at the time that you were still within contract Finally, I would like to address the issue of the multiple attempts at processing payment in the month of May I do see numerous attempts to process payment over the course of that month, but I do not see any successful payments on our side I’d like to be able to confirm these charges from your side, and determine your billing situation with us at present Currently, your account is marked as being months past due, however I understand there have been a number of billing concerns over the course of your time with us, and I intend to evaluate those myself and determine the correct status of your account, and try to explain and settle the charges that you see in the month of May With all of this in mind, here is what I propose: I will look into the billing situation to determine if any overpayments have been made, and should you be able to verify that these charges were assessed and not refunded (as I do see there have been a few chargebacks while you have been with us), we can refund those payments Additionally, as long as the corresponding written notice can be provided, I can get your account cancelled out at the end of this month, waive the aforementioned past due balance of $85.98, and run no additional payments (neither monthly charges, nor a termination payment) I understand that at this point you are no longer looking to continue business with Frontpoint, and would like to make the process of concluding service with us as simple as possible at this point If this arrangement is agreeable to you, please let me know and we can proceed with this arrangement."8/9- the customer responded to our Support Supervisor with this text:"DEAR MR_________, THERE ARE SEVERAL REASONS TO DISREGARD YOUR CONTENTIONS FIRST OF ALL THE DATE OF MALFUNCTION WAS MARCH OF ON THAT DAY IT WAS LATE AFTERNOON ON THAT VERY SAME DAY YOUR COMPANY KNEW WE HAD NO PROTECTION OF THE ORIGINAL SERVICE SOMEONE FROM YOUR COMPANY TOLD ME ON THE PHONE THAT MY WIFE AND I WOULD HAVE TO PAY YOU $FOR A NEW OPERATING STATION AT NO TIME THROUGHOUT THIS ORDEAL DID ANYONE OFFER TO COME TRY TO FIX THE THE PROBLEM THIS IS NO WAY TO RUN A LEGITIMATE COMPANY PERIOD THERE ARE OTHER DATES YOU MENTIONED AN SO FORTH THAT JUST ARE NOT TRUE FURTHERMORE WE KNOW THAT YOU KNOW THAT WE WERE OUT OF SERVICE FROM MARCH 2012, WHICH IS ONLY MONTHS AFTER YOUR SERVICE TO JAN YOU ARE THE GUILTY PARTY IN THIS MANNER NOT USIF YOU HAD TOP GRADE EQUIPMENT THIS NEVER WOULD HAVE HAPPENED AND THE WHOLE FIASCO NEVER WOULD HAVE HAPPENED THE LAW SAYS THAT A WRITTEN AGREEMENT IS A TWO WAY STREET YOUR COMPANY BROKE THIS AGREEMENT AND IN ADDITION HARRASSED US UNFAIRLY ONE EMAIL FROM ALARM CENTER AKA FRONTPOINT EVEN DID WHAT I WILL DESCRIBE THE AMOUNT OWED AFTER THE LAST DIGIT I BELIEVE TO BE A NUMBER NINE WHOM EVER WROTE THE EMAIL FOLLOWED WITH ATLEAST 10-NUMBER NINES IN RED PRINT.THIS IS A FORM OF CORPORATE BULLYING YOU DO THE MATH YOU REFUSED TO SEND US A OPERATING SYSTEM IN MARCH THESE ARE THE GRIEVANCESWE HAVE A GOOD COMPANY NOW THAT REALLY WORKS REGARDS, _________________" 8/10- our Support Supervisor emailed this customer back with this text: "Perhaps then you could clarify for me what you mean by no protection? I do see that we did speak to you in March of regarding some technical concerns about some of the sensors We tested them with you and confirmed they were reporting (although of them were on windows that you could not open) We also added in some new sensors that you had ordered and confirmed they were working as well We also triggered the alarm with you and verified that signal communication was working fine This occurred on 3/16/ Were there other issues that occurred at this time that perhaps aren’t notated? I can assure you though, the technical issue that I reference earlier where the panel was rendered completely unable to communicate (when the wires were cut), did occur in March of 2013; based on the information your panel reported before it stopped communicating, it lost power on 3/13/2013, and stopped communicating altogether on 3/15/ At this time, we did discuss troubleshooting with you, but we are a self-install system, so we would not have been able to send someone out to resolve the issue While our support specialists are trained to work with you to resolve issues, we do not have technicians that we can send out to resolve technical issues As far as your concerns about the agreement, I would be happy to provide you with a copy of the contract, to make sure we’re both looking at the same agreement The times we reached out to you were regarding a past due balance on the account While we certainly don’t try to harass our customers, we do have a team that contacts customers with past due balances on their accounts As far as the email that you received that you felt was bullying, would you mind forwarding it to me if you’re able? I’d like to look into that matter While I’m glad that you’ve found a company that works for your security needs, I also wanted to address your account with us As I stated before, I can authorize cancelling out your account at the end of this month and waiving the month past due balance, but we’ll need to receive a written confirmation of intent to cancel from you If this is something you’d like to pursue, I’ll provide you with the formatting rules so that you can get the account cancelled out as easily as possible"On 8/our Support Supervisor called this customer, and left a voicemailAlso emailed this customer offering assistance in canceling their account if that is what they would like to dothis Supervisor re-stated the cancellation offer to this customer and asked them to reply via phone or email as soon as possibleOn 8/our Support Supervisor called this customer, and left a voicemailAlso emailed this customer offering assistance in canceling their account if that is what they would like to dothis Supervisor re-stated the cancellation offer to this customer and asked them to reply via phone or email as soon as possibleAs of present (8/24), we have not received any response from this customer.We have offered to cancel their contract for no fee, and if confirmed with the help of the customer, we would be happy to pay back any double billing that they feel might have occurred At this time we urge the customer to reply to our Supervisor's communication attempts to accept or discuss the offer they have been extendedPlease let us know if we can be of any help to the Revdex.com or this customer in the future, as we're more than happy to assist in any way.Thank you,Frontpoint

I have had Front Point Security since In all my dealings I have been happy with the sales, support, and ongoing serviceI would definitely recommend it to a friendI have installed several door and window sensors, a few motion sensors, and a fire alarm and flood sensorI also placed a garage door sensor on our garage doorWe have a medical alert for my mother in law who lives with usWhen I had a unit battery going dead, Front Point immediately sent me another oneCustomer service has always been very responsive

We want to thank this customer for bringing their complaint to our attentionWe strive to make sure each and every customer has a great experience, which is why we are taking this customer’s complaint with the utmost seriousness class="apple-converted-space"> Once we were notified of this customer’s Revdex.com complaint, we did extensive research on what actions could be taken by Frontpoint to address this customer’s desired settlementThere were many exchanges between Frontpoint and this customer, as well as this customer’s tenantThis is the reason for the number of exchanges we have listed below, and they will hopefully serve as information both for this customer and for any party they might chose to share this with at a future date Below are our findings based on all customer interactions/account details/inbound and outbound calls made between Frontpoint and this customer: On 9/26/Customer signed a 3-year contract with Frontpoint Security On 3/19/Customer’s tenant called in to inform Frontpoint that they would be moving and bringing the system with them On 4/1/Customer called in to let Frontpoint know they were planning to transfer the account to their tenant because the tenant is moving and taking the system with themFrontpoint sent the customer an email listing two options regarding transferring their account to their tenant Option 1, hand the contract off to the tenantOption 2, have the customer’s tenant sign a new contract On 4/2/Frontpoint sent out an email notification to the customer regarding their control panel not communicatingThe customer responded to the email stating that their tenant was moving and that they want to take the system with themCustomer then asked again about how to handle this transfer situation On 4/3/One of our Support Specialists spoke with the Customer and let him know that we were waiting on his tenant to get their email up and running so that we could begin the contract transfer On 4/7/The customer’s tenant requested that we call them at pm EST to discuss the contract transferAt pm EST, one of our Support Specialist tried to contact the customer’s tenant but was unable to get in contact with them On 4/8/The customer’s tenant called in and spoke with one of our Support Specialists to troubleshoot their equipment and initiate the Contract TransferThe tenant’s information was sent for a credit check and the contract transfer document was sent to both the tenant and the current contract holder to sign On 4/10/The customer’s tenant called in to activate their new equipment and change the account information to their nameThe tenant was told Frontpoint could not do this per Frontpoint’s policyThe tenant also wanted to set up a payment plan as they would not be able to start payments until MayWhile the payment arrangement was being set up the call droppedOur Support Specialist tried to call back but was unable to get in contact with the tenant On 4/11/The customer’s tenant called in to update their credit card informationAlso, an email was sent to the customer asking for the customer’s authorization to change the name on the account to their tenant’s nameThis email also stated that this name change confirmation does not relieve them of their responsibility for the contract originally entered into with Frontpoint On 4/14/One of our Support Specialists spoke to the customer’s tenant about their equipment and then advised them that the contract transfer was not complete and this needed to happen as soon as possible Later that day, the tenant called back in to update their information on the accountTenant then expressed their desire to get the transfer process completed On 4/15/The customer was contacted in regards to a late paymentCustomer stated that their tenant was now responsible for the paymentsThe customer was told that Frontpoint would try to contact their tenant, however the contract was still in their (the customer) name On 4/16/One of our Support Specialists contacted the customer to encourage them to sign the contract transfer document so we could complete the transfer processThe customer stated they would sign the document On 4/19/One of our Support Specialists spoke with the customer who stated that they did sign the contract transfer document and sent it to their tenant to signCustomer then stated that if the tenant did not receive the document to let them know so they could resend it if necessary When trying to contact the customer’s tenant the call was immediately disconnectedOur Support Specialist called back a second time and was disconnected again Between 4/21/2014-4/28/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be left therefore a follow up email was sent every time On 4/29/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be leftOur Support Specialist also emailed the customer to inform them of the current status of the contract transfer On 4/30/and 5/1/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left On 5/12/One of our Support Specialists tried to contact the tenant, another individual picked up and took a message for them On 5/13/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left and a follemail was sent On 5/14/One of our Support Specialists spoke with the customer who stated that they were under the impression that the account was already in the tenant’s nameInformed them that the contract transfer document was not signed by their tenant yetCustomer then recommended a time that we should try to get in contact their old tenantCustomer requested we call them back at a future date Between 5/16/2014- 5/21/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Multiple voicemails were left On 5/23/One of our Support Specialists spoke with the customer who stated the tenant has the system and that they would contact them to encourage them to contact Frontpoint to complete the contract transfer process On 5/27/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left On 5/28/Customer called in though call was droppedOne of our Support Specialists did attempt to call the customer back though was unable to get in contact with themA voicemail was left On 5/29/One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was unable to be left therefore a follemail was sent On 5/30/One of our Support Specialists spoke with the customer in regards to the past due payments on the accountThe customer was adamant that they have nothing to do with the accountWe let the customer know that their tenant has been unresponsive and that if the tenant do not sign the contract transfer document then they (the customer) are the responsible party that will be sent to our collections agency Customer stated that they would not pay for the accountWe informed customer that it is their responsibility to make sure their tenant finalizes the transfer processWe also let the customer know we will continue to keep trying to get in contact with their tenantThe customer then stated that they would try to contact their tenant as well On 6/1/One of our Support Specialists tried and was unsuccessful at contacting the tenant The primary phone number had no answer and the secondary phone number was disconnectedThe tenant’s email that was provided to us was invalid therefore we sent a follemail to the email address on file On 6/3/One of our Support Specialists contacted the customer’s tenant who stated they just got back into town from being overseas, the call was then disconnectedAn attempt was made to contact the tenant again though this was unsuccessfulA voicemail was left Later that day, the tenant called in unsure of why the account was not in their nameExplained that they had not yet signed the contract transfer documentThe tenant then paid off the past due payment and requested that we email the customer to inform them that they (the tenant) are paying for the account Between 6/6/2014-6/11/One of our Support Specialists sent multiple emails to the customer’s tenant stating that we still have not received the signed contract transfer document from themWe also let the tenant know that once the document is signed and completed then we will be happy to update the account to their name On 6/13/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Between 6/15/2014- 6/26/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 6/29/One of our Support Specialists spoke with the tenant who stated that they have been in the hospital and that it was a bad time to talkThe tenant then immediately disconnected the call Between 7/3/2014-7/14/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 7/16/One of our Support Specialists spoke with the customer about a past due payment on the accountCustomer stated that the account was transferred to his tenantLet customer know that tenant still had not signed the contract transfer document therefore they were still responsible for the account until that document is signed On 7/21/2014- One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left On 7/24/2014- One of our Support Specialists spoke with the customer and let them know that we were still waiting for their tenant to sign the contract transfer documentCustomer requested we call them back on a future date to keep them informed of the situation On 7/25/2014- One of our Support Specialists tried to contact the tenant though was unable to get in contact with themA voicemail was left and a follemail was sent On 7/30/2014- 8/11/One of our Support Specialists spoke with the customer and let them know about the past due amount on the account The customer explained that they do not have the system and that their tenant is responsibleWe explained that the contract transfer process was still in progressThe customer then requested we call them back on a future date to keep them informed of the situation On 8/12/One of our Support Specialists reached out to the customer about the past due payments on the accountThe customer expressed frustrations and told the Support Specialist that they were talking to their lawyers about Frontpoint’s “harassing” callsThe customer then gave us the contact information for his tenant and told us to contact themDue to the nature of this call our Support Specialist transferred the customer to a Support SupervisorOur Support Supervisor explained the situation to the customer so they could understand why they were receiving calls about past due paymentsThe customer stated that they did not want to be contacted in regards to the billing matters and that they would be taking all their contract and transfer documents to their lawyerThe Supervisor explained that we have been trying to assist in the transfer processThe customer did not believe this to be true and refused to give us an email address so we could follow up with them Between 8/26/2014-9/2/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 9/5/One of our Support Specialists spoke with the customer who stated that they never want to hear from Frontpoint again and that they spoke with their tenantWe asked that they advise their tenant to call us and the customer stated that they would tell their tenant to contact us On 9/9/One of our Support Specialists spoke to the tenant who requested we call them backWe also spoke with the customer about the account and past due amountCustomer stated that they will not pay and that they are going to get a lawyer involvedCustomer then requested the contract transfer documents be resent On 9/10/2014- One of our Support Specialists spoke with the customer who stated that their tenant was traveling for work and that they do not know when the tenant will be backCustomer then gave us two different email addresses for the tenant On 9/22/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them On 9/23/One of our Support Specialists spoke with the customer who insisted that they have nothing to do with the system and that the transfer was processedWe explained to the customer that their tenant has been unresponsive for months and that the contract transfer document has still not been signed by themWe encouraged the customer to tell their tenant to call us to complete the transfer process Between 9/29/2014-10/2/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left On 10/9/One of our Support Specialists reached out to the tenantThe tenant answered the phone though quickly disconnected the call once our Representative introduced themselvesWe then contacted the customer to inform them of this most recent interactionFrontpoint explained the past due payments again to the customer and also explained that we do not want to see the customer’s account get sent to our Collections agencyThe customer was advised to get in touch with their tenant again Between 10/10/2014-10/14/One of our Support Specialists tried to contact the tenant though was unable to get in contact with them Voicemails were left and follemails were sent On 10/21/One of our Support Specialists spoke with the tenant and confirmed their email address so we could resend the contract transfer document to themThe specialist then informed them about the past due payment on the account and they stated that they would take care of it and requested that we call them back at another timeWe then contacted the customer to inform them that we spoke with their tenant and are sending another contract transfer document and that they would need to sign it On 10/30/The account was sent to our Collections agency due to the past due payments not being paid by the responsible party listed in the official contract/security agreement While we completely understand that this may be frustrating, we encourage this customer to reach out to their tenant to resolve/discuss any concerns regarding this situationFrontpoint can only transfer a contract (and financial responsibility) when two separate parties agree and sign that transfer agreementFrontpoint highly values excellent customer service, which is why we attempted to contact this customer’s tenant over times, with the intent to help expedite and complete this contract transfer process We hope that the above listed dates with their corresponding interactions help explain how Frontpoint has done everything possible to assist this customer during, before, and after being sent to collections for past due payments Thank you, and please don’t hesitate to reach out if there are any other questions or concerns Kind Regards, Frontpoint

I am in the market for a security systemI had a few questions and submitted my contact information for FrontPoint to contact meFrontPoint contacted me and our conversation was ended abrubtly after exchanging names/locationAfter hearing that I live in "Las Vegas", the FrontPoint service agent apologized and hung up on meI am still in shock at a customer service agent hanging up on meI did a quick look online and FrontPoint does not cover Las Vegas, but may possibly cover North Las Vegas which is where my home address isI gave them another call and said "Las Vegas" again when asked for location (out of habit) and the lady this time wouldn't even let me correct myself to "North Las Vegas" before she hung up on meI am absolutely amazed at the pathetic customer service that FrontPoint gave meAbsolutely no respect for a potential future customerI do not recommend FrontPoint to anyoneIf you want a first hand demonstration, just call them and say you're from Las Vegas and see how they treat you

We want to thank this customer for bringing their complaint to our attentionWe strive to make sure each and every customer gets excellent customer service no matter what, which is why we are taking this customer’s complaint with the utmost seriousness Upon receiving this customer’s complaint, Frontpoint had one of its Support Supervisor investigate this customer’s sales call, and found that the number of sensors agreed upon were indeed what this customer received It is because Frontpoint wants all its customers to be completely satisfied with their home security system, we had that Support Supervisor reached out to this customer on 12/29/and discussed any miscommunications the customer felt had occurred during their sales process On this phone call our Support Supervisor apologized for any inconvenience this customer had experienced and offered to the customer a chance to purchase their system back with the original system discount they received on 10/30/14, plus a large additional equipment discountThe customer asked for and received this offer in an email on 12/29/to keep for their recordsThe customer said they were pleased with this resolution Frontpoint always aims to provide each customer with an excellent customer service experience and we happy to assist in any other way necessary Thank you, and please don’t hesitate to reach out if there are any other questions or concernsBest, Teddy M [redacted] FrontPoint / [redacted] Style Definitions */ / [redacted] Style Definitions */ / [redacted] Style Definitions */

Good Morning, We respect and have fully investigated this customer’s response rejection Although a three year contract was read and signed on 5/31/by the current Frontpoint account holder, Frontpoint takes every opportunity to show its customer’s how much we value their satisfaction and customer experienceTherefore on 12/24/one of our Support Supervisors submitted a credit to the account holder for the refund requestedOur records show that this credit has been approved as of 12/29/ Thank you, and please don't hesitate to reach out with any questions or concerns Best, Teddy M [redacted] Frontpoint Security

Good Afternoon, Our customers and their satisfaction with our service is a top priority to us here at Frontpoint which is why we are taking this customer’s complaint very seriously and investing it to its fullest This customer was fully refunded as requested and our Support Supervisor overseeing this case made sure this occurred on 10/7/Our Supervisor has tried twice to get in touch with the customer via phone and email to verify she received her refundThe customer has not replied to our Supervisor’s attempts to verify her refund was received, however, we can see through our accounting records the refund was processedOur Supervisor has also made sure this account will not be charged a monthly service fee going forward 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, Teddy M [redacted] 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 5/10/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 5/19/Frontpoint sent an email to this customer with a full breakdown of the charges that would be refunded to the customer As of 5/19/2017, a refund has been submitted and approved for all charges this customer has incurredThe refunds include monthly monitoring charges totaling $99.98, and equipment charges totaling $2, This customer will receive a total refund amount of $ Thank you and please don’t hesitate to reach out to us with any questions or concerns

My system was very easy to set upI called FrontPoint and someone was immediately available to help walk me through the steps and was patient with me while I got everything hooked upThey were able to explain the sounds, buttons and everything associated with the systemTheir customer service was extremely friendly and knowledgeableI called back for assistance at a later time and he was able to walk me through the steps I needed even though I wasn't homeWhen I got home, everything was as he said and it was easy to follow the steps myself

[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: [redacted] I am rejecting this response because: I have returned the equipment and my money has not been refunded Regards, [redacted]

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 8/11/One of our Support Supervisors contacted this customer, via email, about cancelling their account and refunding the customer for all charges they incurredOur Support Supervisor assured the customer that their account would be cancelled and that they would be refunded $for their initial equipment cost and $for monthly charges, totaling $ On 8/12/Frontpoint submitted the credit request totaling $ Also on 8/12/Frontpoint approved the credit request of $ and marked the account as returnedOur Support Supervisor sent a foll email to this customer assuring them that the account was cancelled and that the refund was submitted and approved As of 8/19/Frontpoint has not heard from this customer Generally, credits can take 3-business days to show up in bank accounts so we encourage this customer to check their bank statement to ensure that they have received their refund Thank you and please don’t hesitate to reach out to us with any questions or concerns Best, Frontpoint

I've had my FrontPoint security system for almost a year now and I have to say, I am very happyI had a similar system just before getting my FrontPoint systemIt was ABSOLUTELY HORRIBLE! I won't mention any names but, it was "SIMPLI" the worstA few comparisons between my previous system and FrontPoint is the volume of the sirenWith the volume set to low, you can still hear it out side the houseCustomer service is the absolute best, ALWAYS friendly and helpfulHold time won't be over minutes to speak with a representativeOverall, there has never been so much as a minor glitch with my systemFrontPoint does cost more monthlyRegardless, I wouldn't pay $for that "SIMPLI" horrible security system I had before

[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: [redacted] I am rejecting this response because: I want to pay the $but they don't want to have me pay by check $per month until paid also they won't accept $as a one time payment by check either they created the $reduced to $to $out of thin airi cancelled the service back in december last year when I cancelled my auto pay and then notified them by email they want me to use a debit card and pay them electronically and I cannot./will notthese are crooks and I cannot give them anything accept checks $per month on the $ Regards, [redacted] ***

Good Afternoon,We strive to ensure every customer is completely taken care of to their satisfaction which is why we have immediately researched and addressed this customer's complaintOn 4/22/ this customer and one of our Support Supervisors were able to come to an agreementThis customer will send back their equipment and will receive the refund they have requested as well as certain months of service fees paid previouslyWe hope we have been able to address and resolve this customer's complaint and we are more than willing to help in any other way if needed.Thank you,Frontpoint

Frontpoint security is a rip off The security components it uses are cheap junk !!!!! Be very hesitant to sign a long term contract!!!!! Once you do you are stuck Do yourself a favor and spend small amount of extra cash and go with a different company Frontpoint security was one of the biggest wastes of money in my adult life

[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: [redacted] I am rejecting this response because:As I indicated to the business in response to their email of May 23rd, that I would take the service refund that they spontainiously offered but, by this response from them is stating that I did not have complete service, which conflicts with thier original response and further indicates that I spent excess time troubleshooting their equipmentThis conflicts with the businesses original statement to the Revdex.com that I refused to troubleshoot and further validates my claim that the equipment is faulty and request for a full equipment refundIt was further stated to the business in my response that, based on there logic, in addition to equipment perhaps I am also due additional months of service refund for lack of coverageA full refund of equipment purchase is the setlement requested and requieredRegards, [redacted]