Frontpoint Reviews

I called over a month before my contract was due to expire to make sure that my account would close, and that I would not be charged anything else. I was told that I didn't need to do anything else, and my account would automatically close, thank you for your business, etc. After the end date of the contract, I was billed for another month. I called to get that bill refunded, and they said they couldn't do that, and that they were going to charge me for next month too since I hadn't given 30 days notice. I called more than 30 days prior to my contractual end date and told them to close my account. That representative lied about me not having to do anything. He could have told me to send a letter, and I would have. But he didn't, he lied.

I just want to come on here and express many issues ive had lining up with my frontpoint account. I was locked into a 3 year contract was not reviewed with me when I signed up over the phone. The sales person emphasizes on monthly payment only. I proceeded to call and contact customer support and I kept getting referred to different departments and finally was promised that someone would help me resolved the issue. I just didn't have the energy to continue to talk to more people and getting the run around so I paid every single month for to finish out my 3 year contract. July 31st 2019 was the last day of my contract and when I logged into my account today to verify that everything was cancelled - I found there was YET another charge on my account. I called customer service and they said I have been charged because my account is now a month to month basis now that my contract has ended (again never disclosed of this information). The customer rep refused to help accommodate my need when I ask if he could make adjustments because I feel like I've been tricked into a 3 year contract and now stuck to paying yet another month. I asked to speak with a supervisor and he said no one else is available to talk to me but him and his coworkers in his department. No manager, supervisor or anyone else. He continue to say that it's my fault I did not know my account defaulted to month to month. I am so disappointed in Frontpoint and the customer service I have received. I just want to share with everyone so people are clear of how they operate and treat their customers.

I’ve had Frontpoint for two years now. The equipment is terribly problematic. Not one single month has gone by where I haven’t been having to deal with a problematic sensor of some sort. Countless false alarms when there has been nothing to actually trigger them. Customer service is typically pleasant but very incompetent. They have forgotten to put the system or individual sensors back in service multiple times, only for me to randomly find out at a later date. My reply to their reply: I’ve made dozens of attempts to resolve these issues and they just continue. The last time I was put into contact with a retention specialist (Gina D) she gave me her contact for all future concerns. I made two attempts to reach out to her and never got a reply. The other day I responded to an email from Michele S with a detailed list of issues from the past 8 months and still have not received a reply.

FRAUDLENT PRACTICES and BAD CUSTOMER SERVICE!!! Frontpoint seemed to do a good job at a decent rate for the 7+ years that I had them, but they lost all credibility positive marks when I converted my house to a rental and tried to disconnect service. Even though not on a contract, they force you to pay for a full month of service and continue calling you for that full month following your disconnection request, even though you no longer live on the property. To make matters worse, they continue to call you and/or the police every time that the new residents set off the alarm, even though you tell them to cease. As an Systems Architect of identity protection and fraud prevention software services, I recommend that EVERYONE AVOID THEM until they change their billing, contact, and customer service policies. If they want MY business in the future, they will also have to refund the additional charges, and provide some REALLY good incentives!

Easy to use, great customer service, no false alarms, and peace of mind. I've been with Frontpoint for 3.5 years and have looked into other options but always stay.

When I subscribed to this company, they appeared to be very sympathetic to my previous experience with a security system I had used. They all seemed to understand why I was seeking a security company with a good reputation. One of my concerns was also, was should they not be able to provide the type of security that I felt I could trust and rely on, what weren’t recourse. I was reminded that I had a 30 free trail period, and that they had support people who would be available to help. During the trail period I noticed I was continuing to have the same type of intrusion issues that had been ongoing concerns and reasons for my subscribing to a home security service, and which included concerns about my physical safety while I slept. With the cell phone, initially, I could check the status of my alarm system settings while away from home, including activating it had I forgot to do so on leaving the house. After a couple of weeks I noticed that there seemed to be a disconnect in the communication between the app and the status of the physical alarm settings. I was not able to reach the a support person after hours and had to wait until the next morning. When I finally reached someone, they reset my phone app to corespond with system settings. However, in doing so, they dismantled my ability to check the status of the settings as well my abilities to set the system away from home. This happened at least twice during the free trial period, prompting them to offer me a second month free service. It was reset at least a couple of times. I also advised them that I was still seeing signs of intrusions and missing small equipment related to art and craft projects I had been working on. After resetting the app about third time, I noticed I was no longer able to monitor or set my alarm while away from home. They were also not able to correct the settings discrepancies, which show the system was active when it was not, and or vice versa. There were concerns about the reliability of the mention sector. To reset the remote app, they advised that I would have to pay another $10.00, for monitoring services, increasing from @ $28 to $38 monthly. However, it was my understanding that part of the services I had subscribed to and was getting, already included the phone app remote monitoring. This, along with the issues already reported, and my loss of trust and confidence in their services, printed me to request a cancellation of their services. Not only did I advise them verbally, but I also sent an email notification of my request and intention to disconnect the system and sub scribe to a new one. I was reminded that the service included a contract and that I would be expected to pay for the contract. I recall stating that I had contracted to purchase a security service, however, found that the service was flawed and was not providing me reliable services. I was also being asked to pay an additional $10 for services I already had, but which some how was not working properly, and which they had deactivated without advising me. I had paid @$99.00 for the equipment and agreed to pay for one month of service. They were advised, that I wouldn’t not pay any additional fees and should they continue to harass me about this, I would have not choice but to post a review of my service experience. I have received numerous calls, from them, and have attempted to block their calls. However, should they agree to provide some type of compensation for the missing items, including issues surrounding the damage to my storage room from an intruder who urinated in that area, stole supplies and equipment, infected me with a vinarial infection, disrupted my well being and feeling of safety, then I would me than happy to work with on some type of payment plan to take of the contract. They have never offered me anything, and even though of their service reps apologized, they never offered a discount or any way attempt to address some responsibility for the flaws in their services. I have done my best from posting derogatory remarks about this company. However, being that they continue to call and upset me about the a bill for services that I requested to cancel ( because of their failure to provide they type of security promised), and have not respected my request to discontinue it, I have no choice but to post the above remarks. I cannot afford to pay for security services, and at the same time continue purchase replacement equipment and supplies that I was paying them to procreation.

I was with Frontpoint for 18 months before finally cancelling, and moving to Google Nest. In hindsight, I wish I never moved to Frontpoint. The Frontpoint system initially looked good, nice app, nice words, but over the course of 18 months the system went down, doors went out of detection, but real problems is that it just doesn't work. I have had multiples false alarms, and the headquarters doesn't receive them. They never called back, and when I called the false alarm in they would say "we didn't receive it." I allowed one to go through for over 10 minutes and nothing. They always had an excuse, "It occasionally takes a long time..." and I believed them, which was a mistake. When I called into customer service to complain about doors going offline they try to help, but it wasn't always reactive and temporary -- the system would work for a 1-2 weeks then fail again. Finally I had enough; I wanted more security, and it was either invest more into a system which didn't work or look elsewhere. When you want to cancel, they will force you to pay hefty fees. Ignoring that the problem was the system failed, to them it is just yet another way to get money. They made it difficult to cancel, they emphasized the initial 3 year period agreement, and that was their business model -- force you to stay in. I had Puget Sound Alarm before, and they treat the customer with respect and are proactive. In the few years with PSA I got called for every false alarm, and when doors will go offline (which was rare). Frontpoint never called once, in 18 months. I recently moved to Google Nest and is a beautiful system, so far no problems, it is cheaper, more powerful, and just works. If you are considering Frontpoint, I encourage you to look at the reviews which claims it doesn't work. It cant' just be me. They are more focused on trying to take your money versus giving you a good product. Once they get you, they will put handcuffs on (with a termination fee), and use that as a way to keep you.

Adding insult to injury: Burglarized by burglars, and then robbed by Frontpoint. BEWARE! Ask them what the cancellation policy is for both in and out of contract. They don't deliver what they say they will, customer service is horrible, and the cancellation policy is robbery—even out of contract. Don't make the mistake of signing up with them. I got burglarized several months ago, and their security monitoring service was way over 2 hours late. Due to a different emergency, the police were also late—by no means Frontpoint’s fault. They (the cops), however, finished their investigation and report before Cintas even got there. When Cintas came, they saw the cops and just left without even approaching us or letting us know they were here. A supervisor basically blamed the contracted company and never got back to me with any follow-up. When I wanted to quit (months later after doing research on other companies), I was told that I can't cancel on a Holiday (Sept. 3rd). I called and left a message with them during the week (they operate on Eastern Time from 10 to 7, and I work during these hours) letting them know my dilemma. They never got back to me. I called again on a Saturday, and was told that I was being transferred to someone who can help me cancel my account. I was on hold for 30 minutes. I called from another line (I didn't want to lose my call), and told another customer service representative what was going on. He told me that nobody on the weekend works in that dept, and that nobody was there--he basically told me that the other guy who transferred me must have not known this and transferred me to an empty “office.” I called again on Monday on my day off, and spoke to a senior account specialist. He was trying to keep me by offering various discounts, free camera, etc., but it was too little and too late. Now get this... I am quitting this service because they were not able to fulfill their part of the deal, and now the senior specialist was saying I need to pay for this month (I have been actively trying to cancel since Sept. 3rd) AND October! And I am no longer in any contract!!! What a racket!!!!!! If a company has to do this, they are definitely SHADY! No integrity. STAY AWAY! The equipment sucks too. I got false alerts, and the base malfunctioned--started a fire warning alert for no reason. There are way better systems out there that won't try to rob you from the inside. Do your research!

I had the system for 18 months now. Customer service is terrible had problems with my system since purchase, numerous time I would get notifications about the door sensors, talked to customer service and techs, explained what was going on. They advised the problem was resolved took six months for them to realized the sensors was misnamed in their system. The keypad backup battery went dead and the company wanted to charge me for a new keypad because I am not on a contract instead of giving me or selling me a new battery. I am completely conceding going with a different company or go without, unfortuneIy live in a rural area.

Diana. I have had this system for a year and a half and the criminals are laughing at me. They have disarmed the signal when I am at the mall, taking my dog for a walk, they have stolen goods, worst yet swapped goods like sneakers etc. now I have not changed the system because I can't afford another one right now but wireless security is a false sense of security. Thankfully they are not coming in to hurt me but what if that was the case so scary. Even the police do not want it in their homes because they all know they can disrupt the signal very easily. I have called the company and they always tell me they see nothing on their end. This is ridiculous when I get the proof this company will have to compensate me for the false sense of security. Not a good investment at all I am highly dissapointed.