Frontpoint Reviews

If I could give them a zero, I would have. I’ve spent hours on hold on the phone trying to terminate my out of contract subscription. When I wasn’t able to get to someone. It’s only after I put a stop payment with my credit card co to stop their autopay that Frontpoint contacted me about their payment. I refused to pay and asked them to cancel my account. They put me on hold both times and after 20 mins nobody had picked up. I called them and asked to talk to a supervisor, they were never put on the phone, instead I was told to provide them with proof that I had tried to contact them in November before they would cancel my account. I had to send them screenshots of my phone statements showing where I’d called them. I’ve done that and am waiting for them to confirm that the account is closed.

I’ve been a customer with them for about 3 years. In general I like the service they provide. That is until you need to stop/cancel your account. When that happens, things are not smoothly supported anymore. At least that has been my experience. I recently sold my property. In the new place I am moving there is no need for a security system. So I started calling Frontpoint to stop my service account. I started calling their customer support line on December 22, 2021. Each time, my phone connection got cut off as soon as I picked the option to be transferred to service cancellation department or got connected to service cancellation specialists via other customer representatives. I was advised to also send an email, which I did. However, the response to the email was that service cancellations can be supported only by talking to a representative over the phone - no other alternatives available. From December 22 until January 3, all my attempts to connect to service cancellation representatives ended the same way - by disconnecting my phone call, not by putting me on hold until next available agent or asking me to provide them with a call back number… On January 1st, my account rolled into next billing cycle. The money got drafted automatically from my account, keeping me as a paying customer until end of January for a service nobody uses anymore. Then, after paying for January, my phone was magically answered on 1/3/22. The caveat is that now they are telling me, in order to cancel my service, I have to pay for one month. And January doesn’t count since we are already in January. I will be paying both for January and February before they cancel the account. I am ok with paying for a months service as a penalty. But I am not OK with paying for one additional month because THEY did not pick up my phone calls, OVER and OVER and OVER… It was their negligence and poor service, not mine. I am very disappointed that they don’t own up to their mistake and keep making the customer pay for their lack of resources, or care, or both.

EXPENSIVE-DEFINITELY NOT TO BE TRUSTED On 11/22/2021 I signed a home security deal with Frontpoint at the cost (charged immediately) of $143.22 for (a rather skimpy) self-to-install equipment and $34.99 first month monitoring. However, on 12/8/2021 my wife got an unsolicited Frontpoint “Cyber Monday” offer to a STRICTLY PERSONAL email address she never used/shared with anyone for commercial purposes. She considered this outright harassment and gross breach of her privacy, incompatible with a security company, and requested in writing Frontpoint to disclose how they obtained her personal email address. We also called on 12/9/2021 Frontpoint's customer service line but gave up after 42 minutes on hold with music. Same day I wrote to my Frontpoint agents (Hans W & Tolu P) sharing with them my wife's imbroglio, requesting their help in the matter. They did not respond to our messages (behavior unacceptable to a security company) so we terminated our contract on 12/10/2021 asking for the immediate refund of their $178.21 charge. We repeated this message on 12/15/2021.There was no response from the agents until 12/27/2021 (i.e. 17 days later!) when they suggested that we call again the customer service line. We did so, but gave up again after a 21 minutes hold with music. Frontpoint is not a professional company, most definitely not to be entrusted with one's home security! AVOID THEM!

I had Frontpoint for 3 very unfortunate years. I can go on and on about all of the instances that made my experience terrible but I will only name a few. The equipment only worked half of the time, there is no option for a siren so no real security. I tested the equipment on multiple occasions by setting my alarm to "away" and walking around the house, only about 50% of the time the motion sensor detected me, it's not a reliable system. When we had an alarm go off, they called us at least 6 times before sending someone out, not the service you want in an emergency situation. When I went to cancel my contract after it had ended I was STILL charged for an additional month. As soon as I cancelled there was a message that read that they will not be sending anyone out if my alarm goes off even though I had to pay for an additional month. Technically they made me pay for a month that they will not offer me monitoring. This is not the kind of company you want to keep you safe.

I signed a 3-year contract with Frontpoint for an alarm system for my small business. During my time as an active customer, I was generally happy with my service. Fast forward to about a year and a half later. The impacts from the Covid-19 pandemic were devastating to my small business. I had no choice but to close my brick and mortar retail store and move entirely online. Unfortunately, I was still under a contract with Frontpoint. I was told that my contract could be taken over by another party until it expired. The new tenants of the retail space agreed to take over the contract until it expired, roughly 10 months later. Here's where things get ugly.... Every single step of the transfer process has been nothing but a NIGHTMARE. Three months later and we are still waiting for the transfer process to be completed! The new tenants and I have each made countless phone calls to complete the transfer to no avail. The digital transfer paperwork was completed weeks ago - I have the email confirmation from Frontpoint saying so. STILL......I get the phone calls when the alarm goes off (as opposed to the new tenant), AND I am still getting billed monthly for the service. I can't tell you how many hours we have each wasted trying to resolve this issue and nothing has worked. Side Note: We are located in New Orleans. Imagine how fun it was to evacuate to another state for the storm and suddenly get multiple phone calls from both Frontpoint and the New Orleans police department when Hurricane Ida hit, knocked out the power and set off the alarm . Did the new tenant get any calls? Of course not. Just me. Good times. I WOULD NOT recommend signing a contract with this company. If you do, pray that you don't experience a national pandemic or other unexpected emergency that would jeopardize your ability to pay because you will be stuck, just like I am now. Ugh

Terrible service. Our alarm went off tonight, when we were not at home. We received an automatic phone call giving us a reference number to call back. No operator asking if we were ok or if the alarm was legit, no phone call to the police. We called back, was placed on hold for more than 18 minutes. After that the call self disconnected. We called back twice with the same result. This is not what is expected from a best in class monitoring service. We tried calling all the numbers we could find online, heard an automated message asking to leave our number. So far no call back yet. Their automated system could find any of our registered phone numbers. This does not inspire confidence.

Have been a customer for 10 years and remember how they used to be great. Service has been slipping the past few years and dropped dramatically in 2021. We first noticed how service went down when the sales team never returned calls about buying new equipment. More recently though, we’ve had false alarms that cannot be cancelled because the app is malfunctioning and there is no one available for technical support. Even a call into the 24/7 monitoring center resulted in a 30 minute wait before we gave up. Not even close for an emergency safety service. Getting customer support for account changes is next to impossible. Everything is automated and we waited 3 days before an agent called back. Even when we finally got to a human they apologized and said “we’re training more people.” We give up.

The company is very expensive and their SkyBell doorbell would not capture people dropping off or picking up packages. I got a ring camera to see when people came by because the SkyBell was not working. I called constantly and they complained it was my internet (they did replace my SkyBell but it did not help) and have me disconnect and reconnect my doorbell. My ring camera is connected to the same internet and is farther away from the router and has not missed a beat. It would take hours, waiting on the phone then to get it set up, just to have a good signal for about a day or two. They were quick to give me a free month but I wanted out of my contract as to me they did not uphold their end of the bargain (complete security for my home) and they would not let me. They claimed they are still able to provide some of the features.

Horrible FRONTPOINT Service and equipment! One year ago, the equipment failed and fire department came to our home twice. The technician did try to resolve the issue then , but was unable to do so. In the end, I was told to unplug the equipment and service would be cancelled. I do have an email from frontpoint indicating that that equipment was last used 3/18/2020. A year later, they are still asking for money, saying that I am still under contract (although they don't even have contracts anymore). The agent just said to me"well the phone company would make you pay even if you weren't using the phone". (Well, the reason I was not using the service was due to an equipment malfunction, and every time I had an equipment problem with my phone or internet provider, they DID credit me for all the time I was not able to use the service, thank you!). I paid $100 two weeks ago, and still no email stating that I paid anything. Faulty equipment, no emails returned, no calls returned, unable to speak to a supervisor when I call.

I was a customer for 4 years and last year I started having problems. one early morning the alarm went off and it was so queit I couldn't even hear it up stairs with the house dead silent. Nothing was tripped but for some reason it went off for minutes and I never received a call from frontpoint, I'm glad me or my family weren't actually hurt and in need of first responders.... Then a few months later the system wouldn't even let me arm it and kept giving me errors. I went online chat multiple times and they said they passed the word along and someone would be contacting me and nobody ever did. Then after calling multiple times and being put on hold I finally decided enough was enough and I was done with their poor customer support and was going to cancel. I called in december of 2020 to cancel and when I told them I wanted to cancel they kept trying to tell me they had new equipment to upgrade...why were they just now telling me this? I said I wanted to cancel anyway and he kept putting me on hold trying to get someone to give me a deal or something to change my mind even though I didn't want it. I assumed I had cancelled but then January comes around and they billed me $45 dollars . I called and talked to the rudest individual I've ever dealt with in Customer service. He said I had to fill out some form to actually cancel and that they would be charging me another month as well before it went though. I said absolutely not. Nowhere in my contract that ended over a year ago did it say I had to fill out a paper to cancel and then pay for an additional month that I wasn't even going to use...what type of craziness is that??? He basically laughed in my face. So I called my credit card company and changed my card number and dealt with all the hassle of having to redo all my other monthly bills that were on that card just because frontpoint treated me that way. Then, I just look and somehow they have charged me for FEB!?!? I honestly think I should be reimbursed for the 6months of having an unusable system but I absolutely am not paying for JAN and FEB. I would rather spend $20,000 in legal fees to sue Frontpoint than to give them one more penny. This company will act like you are so important to them when you are purchasing their product but then they will treat you like garbage once you are a customer. Take it from me, this is how they treated me after 4 years of service. I never ever write reviews for anything good or bad but I am making it my new mission in life to tell as many people as I possibly can to stay away from this company as possible. I'm in the process of paying someone to build me a website dedicated to informing the public of just how terrible this company really is.

I was lied to about capability of you system to start with but you had me locked into a contract. after explaining to customer service at set up of what took place and how I was lied to and was told there was nothing you could do. I told you I would leave after contract but stayed for another year until I started having problems with the system. I was told I could get new equipment if I signed a new contract, no thanks. when I went to cancel, you wont let me cancel with out paying another month. this system has not been right for months. I spent my contract time with you and I should not have to pay a cancelation fee. I will make sure it will cost you more than that, as all the people I have told what system I had, I will tell them of the integrity of your company and they will cancel as well. I will also write a review on every forum & review forum I can find. This is not your best business model of how to treat customers. Yes I do know as I have been in business for 40 years. It's not the amount that is important it is the fact that you do it that says it all.

Frontpoint requires ridiculous amounts of notice if you cancel--even after being a long-time customer. I will never use them again and I intend to tell everyone I know to go elsewhere. I haven't even had service the last few months (cross-country move), so decided to finally cancel instead of "pause" my account continuously (as I don't need it in my current living situation). So, they're charging me. I've been a customer for YEARS. What? This is nonsense, and I cannot recommend. GO ELSEWHERE. Their equipment is low quality, as well. Also, if you DO choose them, clear your schedule if you intend to call customer service. You'll be calling and waiting on call-backs ALL DAY LONG.

Service was OK as a customer. But be aware of their cancelation policies. There is NO WAY to cancel online, so you have call. Then, you have to put it in writing within a certain timeframe. I canceled in March and was told I'd be charged another payment in April. They continued to take money from me through August. I called and got the typical run around, no managers available to talk to etc. I wrote a scathing email to the "we care" email address and received a call. Long story short, they refused to refund the months after I canceled, and then threatened my credit rating if I charged back on my credit card. Unsavory business practices, and I'm seeing many reviews with similar complaints. They were, and continue to be uninterested in working with customers. I have had other alarm companies that have much better equipment, and have NEVER been asked to put something in writing after I clearly asked to cancel my service. This was well after the end of my contract and I will never do business nor recommend this company.

I really wanted to like this company. They were less expensive than ADT and their equipment was generic so you could buy additional sensors and add them on without paying exorbitant markup. Alas, things went off the rails when Customer Service was anything but helpful. Their equipment only lasted a couple of years before the radio when out on the keypad and sensors went bad. Finally, after 6 years we had enough and switched. After leaving, Frontpoint tried to charge us for 3 months of service claiming we were still under contract (though mysteriously they said we were not under contract when the equipment was faulty). So here is an honest review by a former customer: there are far better alternatives out there, and for cheaper.

DO NOT waste your time or money. The equipment is bad, but the service is TERRIBLE. The equipment I got was broken from the beginning. (After a faulty door lock and hours lost to reinstalling, then a motion detector gone rogue, the camera they "gifted" me does NOT activate with outdoor motion and never records, and now the panel's internal battery has been dead after only 2 years). But worse is the absolutely god awful service that will leave you wanting to pull your hair out. Recently they called me 30 times to update billing info, and as soon as they had my CC info, they DOUBLE CHARGED me. I had to waste more time to request they refund. I've now called 5 times to try to cancel the account. Every time, when I reach a verbal agreement with the agent, they follow up with an incorrect email. They tell you on the phone after hours of talking that you can get out for X amount, then the email has the wrong dates of termination, the wrong amount to finish out, AND has an extra charge that they promised they'd take care of. It's LIES, LIES, and LIES. Don't do it. You'll hate yourself.

No hidden fees? I had the system since 2010, billing date 4th of the month. I had "lifetime" price guarantee. they upped the price. Later they said because they switched me to a month by month (but they contract was higher too and would have cost more). I got double billed, what a mess to clean up, months worth. Some sensors don't even work. Now i try to cancel, tried calling on 11/30, they don't work, tell you you have to call back. Called back, now on my month to month contract they are going to charge me again 12/4 (they say the first, but they don't my biling has always been the 4th) and january 4th--for a month to month contract!!! if i had any doubt of leaving, gone! I won't consider coming back now if things don't work out. Go read better business bureau reviews. Complaint after complaint even after people cancel. They are desperate for money and will keep billing you. Anybody interested on going in for a lawyer?

The WORST in the business. The equipment is junk. Had NUMEROUS problems with equipment and they argued about replacing equipment each time. They overcharged us $5.00 each month and 6 months before our 3 year contract was up (2-1/2 years) I realized it (my wife paid the bill and she was not aware of the overcharge) and they would not credit back their overcharge. After the 3 yr. contract was up we cancelled, in writing. Then 3 months later they started charging our credit card again. They told CC company charges were valid- REALLY ?? We had to show email that was sent cancelling them to the CC company, but FrontPoint continued to charge each month. Do yourself a favor and RUN FROM THIS COMPANY !!!

Prior to now was 5 star. The ‘Compliance’ department of Frontpoint has become a huge stumbling block. I have been a customer for 10+ years. In that time, I have always been able to indicate the Jurisdiction authority who should be called in the event Dispatch is required. This is a government county law enforcement entity for which our subdivision pays additional fees for dedicated patrol. Our subdivision security mandate is to ONLY use the Constable number for the alarm system and vaca watch. We live in the Houston area where we cannot depend on the usual police for our address to respond in a timely manner. I have supplied Frontpoint with written documentation of the link, contact party, etc. Frontpoint recognizes they have indeed called for dispatch in the past. I am now into my 5th attempt to have this rectified, spending hours of my time talking to Frontpont customer service to no avail. Additionally, I only found out of this contact # change by chance. No one called me nor considered the number listed might be there for a reason. The monitoring company for Frontpoint indicates this is controlled by Frontpoint. I am only able to talk to Customer Service who indicate they have no authority to change the dispatch number nor will they allow me to speak with someone in Compliance. The person I spoke to in the escalation process indicates they will not be able to let me know the outcome. I call today to only find the number has been reverted again to the 713 Houston Police vs the 281 Constable - Listing them as a ‘guard service’, not the recognized law enforcement authority. THE SYSTEM IS BROKEN WHEN ONE SECTOR OF AN ORGANIZATION, NAMELY FRONTPOINT COMPLIANCE, MANDATES THAT THEY ARE RIGHT AND THE CUSTOMER IS WRONG. FURTHER TO REFUSE TO SPEAK WITH THE CLIENT. Frontpoint is officially putting me and my family at risk by refusing to work with me on retaining the proper jurisdiction dispatch number in this case that best knows our neighborhood, who should be here, who should not, handles our vacation watch, and can make immediate arrests. No longer am a champion for Frontpoint as the ‘go to’ company for home security unless they are willing to think out of this box on this ongoing issue. I guess it takes going public rather than being willing to resolve this internally. COME ON FRONTPOINT COMPLIANCE - I WILL SIGN A RELEASE. QUIT CHURNING MY ACCOUNT JURISDICTION NUMBERS AND HAVE SOMEONE IN AUTHORITY PICK UP THE PHONE AND TALK TO ME. Then I will give you back 5 stars. What has change Frontpoint? Trying to over comply on a bad dispatch? You have officially made it worse.

When we signed up for Front Point we specifically told the lady on the phone we wanted services for one year as we were transitioning our home business to a brick and mortar in that time and then we would cancel our services. She was lovely, bubbly, sent the contract over, we signed it (should have read it better I guess), and now a year later when I try to cancel I am being told we are locked into a 3 year contract. The lady on the phone was unforgiving and you could tell she did not care about my issues. She did drop my plan by $10 a month but we honestly wont be arming the system and now we are stuck in the contract.

I cannot express this enough - DO NOT SIGN UP WITH FRONTPOINT! I chose to use this company, and had no issues when it came to the monitoring of my alarm system on my home. However, that all changed when I needed to cancel my account years later. In June 2019, I gave them my 30 day written notice. I was told I'd get charged for July, which I understood, but then my account would be closed and I would no longer get charged. In August, I checked my credit card statement and saw my credit card was in fact charged. I then logged in on my account with them, and it was still open. I called to get this figured out, and I had to sit on hold for over an hour to talk to the right person to credit my credit card and close my account. I was reassured I would get my money back and would no longer receive charges on my credit card. Well that was another LIE. Here it is, September, and I received another charge on my credit card from them! I logged in on my account with them and it is still open! I just had to sit on hold for the correct department for 30 minutes again! ABSOLUTELY RIDICULOUS. If I wasn't checking my statements, I would keep getting these charges and would have no idea. They send no confirmation that your account is officially closed. You are just suppose to take their word for it, which obviously does NOTHING. When I called this month, I was once again "reassured" that my account will be closed and I wouldn't receive anymore charges. We will see though. At this point, I have sent in a notice to the BBB and I am reviewing them everywhere to warn others. If you enjoy being lied to and then sitting on hold to try and get your money back, etc. then go with FrontPoint. If not, choose another company!