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1.3 27 Reviews

FrontPoint Security Solutions Complaints Summary

2 Resolved
25 Unresolved
Our verdict: If considering services from FrontPoint Security Solutions with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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FrontPoint Security Solutions reviews & complaints 27

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W
1:00 pm EDT

FrontPoint Security Solutions high sales tactic

WHoa... talk about "HIGH SALES TACTIC! just got off talking to a sales rep (can't quite remember his name but from the way he talked I had the impression that he is a "latino" / "Asian") however, his nationality is not what I'm writing this. It is his sales tactic...I have just called to see how their product (security sys fair with my current system) and this called turned to "Debate" he does not listen to my concern and the issue that leads me inquire about their systems. But it ended it bashing the competitor and ALMOST CANNOT GET A WORD IN FROM THIS guy... Pathetic sales tactic! Consumer should be leery about this company. Be leary of this type of sales tactic and the company

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Richard Schafer
, US
Oct 29, 2017 9:29 am EDT

First call went well. Plan was laid out. No pressure but discounts were offered to sign on first call. So I was pleased with call. The monitoring price was high but at end of call he did reduce by ten dollars. Which was strange since he said it couldn't be done. Im still on the fence but leaning toward using them.

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Frontpoint.
McLean, US
Aug 17, 2015 10:42 am EDT

Thank you for taking the time to share your concerns with us. We first want to sincerely apologize for the way you felt you were treated during your sales process as it is far from the Frontpoint experience and quality of service that we take great pride in providing.

We would love to address your concerns though we are having difficulty finding your interactions based off the information in your profile. If you would not mind emailing us at WeCare@FrontpointSecurity.com with the phone number you called in with (or more information, whatever you want to use) at your earliest convenience, we would be happy to look into your concerns so we can assure this does not happen again in the future. Thank you again and we look forward to hearing from you shortly.

ComplaintsBoard
R
5:42 pm EDT

FrontPoint Security Solutions received 10 hang up calls and was emailed a contract with only an opt out option

I submitted a short request yesterday for a home security quote. Today I received 10+ calls from them on my cell phone that all rang only once or twice and hung up before I could possibly answer. Finally, I called the number back to see who was calling and discovered it was Front Point. They apologized for the automated system calls and wanted to give me info about the home security options.

45 minutes later and I gave the guy my email address and asked him NOT to call me but to email me. He said he was going to send me a quote and a sample contract so I can see what a contract entails. I open the email and notice that the contract says it is a binding agreement as of today UNLESS I OPT OUT within 3 business days which can only be done by faxing or mailing in a form.

I am LIVID. How can a company claim to bind you to a contract without a signature?! And then after I made it so clear to the very pushy salesman Walter that I was just getting information and definitely not interested in signing up for any services, I get this binding agreement in my email box? They don't even have my property address or my credit card but I will suddenly be bound to a 3 year service agreement? When I tried to call back, the office was closed.

If I do decide to get an alarm system, I will most certainly take my business elsewhere. And now to figure out how to get them to stop calling my cell phone...

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3:04 pm EDT

FrontPoint Security Solutions cannot use in new home

I purchased FrontPoint after someone came in through an unlocked window not knowing someone was upstairs. At the time of purchase I was not told I had to have file with the city before monitoring could take place, nor that this was required because their was a fee for "false alarms" from the city at a growing level per occurance ($50, then $100, $200, etc.). I filed the paperwork with the city as told after the purchase had been made and I set up the alarm system. I never received the number needed from the city to start monitoring, but in the meantime of filing I found out about the false alarms from two friends, both who recently obtained systems and both almost immediately had their pets set off false alarms. Now, I moved, and my doors in my new place don't accomodate the alarm system - they are too far from the inset of the door to the frame for the alarm to work. I have been paying for seven months for monitoring I haven't been able to use because FrontPoint can't/won't start it without that number from the City showing I have registered. At least for 6 of those months I had the presence and "fear" of an alarm. Now I cannot cancel because it would cost $1000 to do so. I'll gladly send back the equipment and pay whatever difference that is needed but I can't pay $1000 to cancel.

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Frontpoint.
McLean, US
May 19, 2015 10:34 am EDT

Lindsie126, we certainly don't want you to feel trapped in a contract and we're very alarmed to read the details of your experience. Although your local jurisdiction does require you to register your alarm system with them, we want you to know that we still monitor your system 24/7. We're also sorry to hear that your sensors aren't working on the doors in your new home. We would like to have one of our Support Supervisors reach out to you to address your concerns, however, we are having some trouble locating you in our system. Please email us at WeCare@frontpointsecurity.com whenever you find a moment and we will show you how we make things right. Thank you and we look forward to hearing from you!

ComplaintsBoard
J
6:18 pm EDT

FrontPoint Security Solutions monitoring don't work - they refuse to cancel my account

A friend told me they work for frontpoint and he admit monitoring is a scam. He told me to try it out. I set the alarm broke into my own home and when alarm went off I unplugged it. I waited for a call from frontpoint but they never called or sent cops. I refused to believe I been paying all this money and I'm not even protected. I decided to give them another chance. Repeated the process but this time I waited 45 seconds and unplugged the system. No CALL! At this point I'm pissed...what if this was a true break in and my kids were home and needed help... To imagine I trusted my family life to this company makes me sick... I called frontpoint and requested to terminate service where than I find out there is a 80 percent cancellation fee. A fee in top of you already stole from me for a service I was secretly not getting. Seriously frontpoint? Are you serious? Being mad and now feeling taken advantage of I move forward and ask them to cancel and send me a final invoice...wait for it... wait for it...I'm told they CANNOT send final invoice and they will NOT cancel my account until I pay balance in full with a credit card... I lost my mind at this point. Who are you to force me to keep a service that does not work? So I will let them not cancel my account and I am waiting just waiting to see what they do than I will get my attorney involved. I already made multiple videos and have multiple witnesses or how I trigger the alarm and no calls or help is sent. I'm ready and I will not play nice!

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Frontpoint.
McLean, US
May 19, 2015 11:12 am EDT

janguiano82r, we want to first apologize for ever frustrating you or making you feel like you were cheated out of your protection. We do monitor your system 24/7 and generally the only time you will not be called after an alarm is set off, is if the entry delay on your alarm was extended at some point. This means the alarm can sound for a certain amount of time before the monitoring station is notified of your alarm. We want you to know we currently have one of our Support Supervisors looking into all your account interactions and they will be calling you shortly to address the concerns you listed above. Thank you for your feedback and we look forward to showing you how Frontpoint makes things right.

ComplaintsBoard
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12:21 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

FrontPoint Security Solutions undue pressue to sell

I paid a full price $764.85 for a home security monitoring system. I made this choice b/c they offered the option of making a onetime payment to opt out from a monthly service plan. Now due to new additions my home I am in need of two door senses. Today I found that they deny my order as I am not in their monthly plan. Now I am vulnerable to any intrusion to my home as they are the only company who could program the two new senses to my current system. I think this is a unethical practise of forcing me there monitoring service as I wonder how hard would it be someone to sell something when the duly quoted amount is offered. ( they charged my credit card and sent me an email that the product was on its way and revered the order). They got to be some hard-up company to sell security monitoring plans. Lets all know this, and anybody got lucky suing these guys pls let me know. Thank You

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John McNeilly, Brand Reputation Manager
McLean, US
Jan 25, 2013 9:35 am EST

Hello, I'm John McNeilly, FrontPoint Security's Brand Reputation Manager. I have emailed you directly in the hope we can establish contact to resolve your situation. At FrontPoint, our highest priority is delivering superior customer service, and we will do everything we can to immediately and satisfactorily resolve your issues. If you didn't receive my email, please feel free to contact me directly at john.mcneilly@frontpointsecurity.com. I look forward to speaking with you soon. Thank you! ~ John

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4:51 am EST
Verified customer This complaint was posted by a verified customer. Learn more

FrontPoint Security Solutions 3 year contract

First, let me say that I am not angry about my situation - just a little angry at myself for having gotten into this situation. I ordered my alarm system from Frontpoint in July 2011 (to replace an old wired one). Unfortunately this was right at the time that I learned that I had stage 3 lung cancer, so don't ask me too many details about our transaction! And now two years later, and one lung lighter, I can't work my regular teaching job and am going to retire in the mountains of California with a small pension and no health insurance coverage. And NO NEED FOR BURGLAR MONITORING! But it looks like I will have it, since I still have 1 year to go on mmy contract and I can't afford to pay the 80% to cancel. I suppose that I wogiveuld just like to ask you nicely to show some compassion when people have these stinky life things they never expected and give me and them a break. That would certainly be the bestChristmas present I would receive this year.

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Insecurety
, US
Oct 08, 2018 5:18 pm EDT

Due to employment changes, I wanted to act responsibly by lowering my bills, starting with removing my security system, which I have never taken out of the box. Call me stupid, but the math doesn't add up. Apparently I am required to pay almost seven hundred dollars to get out of the last few months of my contract, when the equipment is only worth a little over 300.00. No matter how I tried to get an explanation on that, the marketing fellow kept deviating from the actual issue, eventually getting rude when I asked him to stick to the question.

Paying MORE than the amount owed using the math for the remaining monthly contract is not the conversation that I had with the customer service when I signed up almost two years ago. I was told and took notes on this, that I only had to buy out three months and return the equipment in the original box, which I carefully stored. Stupid me for not taking the time to read the fine, fine, fine print on the back page...although I trusted the people are supposed to be trusted. Silly me.

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6:41 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

FrontPoint Security Solutions - beware of frontpoint's fine print

FrontPoint is a rip off if you have to cancel your monitoring We have to leave the country for three years for my husband's work. Frontpoint says I have to pay $750 to cancel my contract. I am astounded and amazed. I found in small print towards the back of the contract the statement that I have to pay 80% of the remaining term for monitoring if I cancel...

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