FrontPoint Security Solutions
Reviews and Complaints

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.

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.

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!

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.

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

After using the frontpoint service for almost like 2 years. We have couple false alarms. Hence, we decided to cancel their service a year ago. However, the frontpoint doesn't cancel the service. but, keeps charging us with the service we're not using.
Now after a year now, they somehow got hold of my credit card & charged me $499.90 on 9/10/2018, without my authorization.

FrontPoint is very good at selling the benefits. There are enough complaints on just this site about the early termination clause, that if FrontPoint was really interested in Customer Care they would change their policy. Policies are made and changed all the time.
I got FrontPoint after the brutal murder of my sister at her home and was afraid for my family. No one who hasn’t gone through the loss of a loved one in a crime like this can understand the pain, grief and vulnerability we went though and continue to go through everyday. It’s a time when you need to TRUST companies like FrontPoint to have your wellbeing and interest at heart. And I put my Trust in FrontPoint so I didn't have to hire a lawyer to review the contract before signing.
I trusted FrontPoint to educate me on the terms of the contract at a time when I was painfully vulnerable. First of all - they did not offer me a 1 or 2-year contract or even mention it. I definitely would have gone with a one-year contract to see where I was after some healing. Instead they sold me a three-year contract with the early termination clause that is a ridiculous 80% of the remaining balance.
Our circumstances have changed drastically, and we are a little over 2 years into the contract. I called to cancel thinking it was a two year contract. I got the same story as everyone else about the 80% payout. They tried to up-sell me obviously not listening to my wish to cancel.
First, he said I had to submit a written request to cancel 30 days in advance. In this electronic age why would anyone have to submit a written request to cancel?
Second, I asked for the 80% fee to be waived and when customer support told me they couldn't do that I asked why not? He said because FrontPoint had already paid a third party for our services. What? I was so surprised I didn’t ask him what services? I asked him three times if he was saying FrontPoint paid a third-party vendor to service my account up front the day I signed the contract? He avoided answering once maybe even twice but finally the third time said yes, they paid for 3rd party services for my account first and that was the reason they could not cancel my account without the 80% penalty. This does not ring true. No company pays for services 3 years in advance. That is just bad business. I asked to speak to a supervisor - he wouldn't let me. He said no one else would tell me anything different and that I had to deal with him.
So here are my points - 1. I was very vulnerable and trusted the salesperson to verbally educate me and offer me all available options to make the best decision I could at the time. 2. I was not offered the 1 or 2-year options or the opportunity to choose the best option for my situation. 3. FrontPoint has so many complaints about this policy - they should offer every consumer all three options 1, 2, or 3-year contract, every time. 4. If they didn't offer all the options they should waive the cancellation penalty of 80%. 5. If someone wants to cancel they should be able to do so with a phone call or online request. A 30 day advance written request is just a way to get more money. 6. This type of policy is meant to serve the customer and promote good will or reputation to the provider. 7. FrontPoint should tell the consumer to have an attorney review the contract (especially a 3 year contract) regarding the areas consumers are complaining about. 8. I would like the phone number for the 3rd party vendor FrontPoint has paid up front so I can negotiate with them to cancel.

If FrontPoint wants to have an excellent reputation they should stop making excuses and stop listing all the reasons they think they are the best. A top rated company has top rated customer service. No policy is written in stone. If it isn’t working change it.

The same thing happened to me. Crazy cancellation fee. No mention of the City permit needed until after you enter into the contract. Barely used it but was getting charged. A waste of Money and I cant do anything with the equipment. Smh!

We had no initial problems with the security system when it was initially installed (except that the technician set off the panic alarm as he was leaving and the police were called). We had ADT when the sales rep came to our house and we had the whole home installed with door and window sensors. a fire alarm and a motion sensor. We were thinking about moving soon, but the sales rep assured us that Point provides you with one free move. I asked how that would work and he said the whole system would be left behind and they would install a new system in the new house because Point then gets a new customer out of the new home buyer.

The problem began when we had to move. The alarm was only a few months old by the time we sold our house. We were told a technician would have to come out to remove the equipment to move it to the new house. We were out of town when the technician came out, but we were assured this would not be a problem as long as someone was there to let them in and authorize them to remove the equipment. My father-in-law was there and waited over 2 hours for the technician to show up. After the 2 hour window of the appointment had ended, we called to find out where the technician was. He showed up about 30 minutes later, with his girlfriend and dog waiting outside.

He came in and removed some equipment, including the keypad and doorknob, then told my father-in-law he wasn't authorized to remove the door and window sensors because they were from a different alarm company. He then left the home unsecured with NO DOORKNOB and left my father-in-law with the few pieces of equipment that he did uninstall. Meanwhile, I kept receiving phone calls from the alarm company that someone was tampering with my alarm. Our house was now unsecure and we were closing escrow the following day. Luckily, our realtor came to the rescue and bought a temporary doorknob and secured the home.

I called today to setup the reinstall in our new home (we stayed with family for 6 weeks and still paid the monthly alarm fee because they wouldn't put the alarm bill on hold for our 6 weeks we don't have a home). I was told by Sage that they wouldn't be able to install all the door and window sensors and the reason they didn't take them out of the old home was because they were installed by a previous alarm company. This doesn't make any sense. We changed alarm companies to go with Point and they saved money in the initial transaction because we already had door and window sensors on every window and door downstairs. We were told this wouldn't be an issue when we moved. Why would we switch alarm companies if it meant we had to pay more when we moved? Sage told us he could provide us with 4 sensors and the rest would be $40 each and the motion sensor would be $60. Well, we have 4 doors and 17 windows so thanks but that's not going to help much. My husband called back to complain and Sage not only refused to give his last name, he said there was no supervisor available to speak to and he was the top person in customer service. He also said if we cancel our contract we owe 80% of the remaining contract. I understand this was in the contract we signed but we are extremely upset with how this move has been handled. We just want the alarm system moved to the new home as was promised. The WHOLE alarm system because what good is an alarm system without door and window sensors?

I just signed a three-year contract with Front Point because I believe it to be the best option for me with the awesome services. I can only assume because of my age that I also check what can and cannot be done in a three-year contract and what would happen if I needed to terminate the contract prior to the three-year set up. My particular instance is in the very near future I will be putting my home on the market for sale and will be relocating to a new state. I asked the question also about putting a contract on hold and the answer was something I had not even thought of. Once I relocate, I will be temporarily set up in an apartment until I can make purchase of a home. Because the system is so flexible it will be very easy to reinstall at a later date in an apartment and finally into a home so that I can continue without any interrupted service. I thought that was an awesome point!
No matter what, ALL contracts must be read and understood completely. Do Not EVER sign any contract unless it has been vetted entirely. Otherwise, ask questions. With my purchase today I did not find any high pressure sales, but the young man was extremely thorough in explaining everything and answering all of my questions without any reservation.

I am a potential customer currently seeking security system for my computer labs. After reviewing about 6 complains, I I have 3 things to say:
1) the one who just called Front point the worst, but without any statement to elaborate and support the claim, this tells me that this person most likely just a sales guy from a competitive firm...
2) some are due to the lack of understanding the difficulty of running a business. For some reason, many people expects a lot but without paying for it.. For the amount they are charging and type of services that can provide is definitely far more desirable than the major ones I have talked to. .One complain is about waiting until after the weekend before he can find someone to ship him new parts. My goodness, if you expect 7x24 services, I think you should expect you must pay more bucks to it. Nothing comes for free.
3) another one complains about the cost of cancellation. Be real! This is not just returning an appliance to a store. There are a lot of administrative cost going into this.Besides, it needs to be profitable enough to sustain a strong company; unless they receive a lot of funding from the government!

If these are the only complains I can see, and they apparently trying to answer all of them, for the low cost and only 3-yr transferable contract, I most likely will go with this firm.

Well, I am one of the unfortunate ones that signed for a 3 year contract and still have over a year to go.
Except that we rented the property we owned while we moved to a new place and had new security system installed there.
I had no issues with Frontpoint service but! There is always that infamous BUT. Tenants chose not to have security system. It's their belongings and their decision - and I am stuck with Frontpoint security system that is useless for me and can not be terminated.
I get it, it's business as usual, contracts are written for big boys and girls and should be honored. I get it. Then on humane note, it's a cold blood robbery to force it upon us without some reasonable solution. Please, don't give me sugarcoated round response, I talked to your customer service.
You have only one "option" - pay or highway.
That said, glad your company has it figured out how you are going to take all the money you made that way with you when time comes and you 200% lost a customer. Hope my post will help others to NOT go with you and look into available cheaper and more humane options.

Screwfrontpoint, we would really like the opportunity to look into your account and make this situation right for you and your family. At this time, we are having trouble locating your account based on the information provided here so at your earliest convenience could you please email us at WeCare@Frontpointsecurity.com? We can promise that we will do what it takes to make things right. Thanks for your feedback and we hope to hear from you soon.

I agree with the original post . FrontPoint is a bunch of damn thieves
They could care less about anything but your money. I am in a situation where I need to cut costs and I thought that maybe I could drop a couple of things like the z wave controller stuff but that gets you a whopping $5 off.
"We don't have any provision in our contract to change things."
I did not find their support team to be helpful. If I want somebody to quote a contract with me, I'll call a damn lawyer.
They refuse anything meaningful. Just like a bunch of Yankee carpetbagging politicians.
YANKEE SHYSTER THIEVING PUKES.
ONCE THEY HAVE YOU YOU ARE THERE FOR THE DURATION UNLESS YOU WANT TO GO TO COURT.
The did offer a reduction for $10 a month for 90 days but it is temporary and extends your contract.
These people are slime. I will never do ANYTHING with them again.
Do it yourself for a tenth of the price. It's easy.

I was considering front point I received a call from a sales rep I asked her to call me back in ten minutes she did and I missed her call tried calling her back and the call went dead the next day I called the company and they tried to connect me to her and again the call went dead so I called back again and I was told las vegas (is where I live ) is the only city in the Us that they don't service why did she call me in the first place