FrontpointConsumerAffairs Accredited Brand
Frontpoint does home security differently. By offering complete protection coupled with truly genuine and helpful service, Frontpoint gives customers everything they need and nothing they don’t. All Frontpoint customers get a personalized security solution designed to not only make them feel safe, but feel good, as well.
Every Frontpoint system comes with 100% wireless equipment and 100% cellular monitoring, for no extra charge. Cellular monitoring means a more reliable connection between the home and monitoring center, and wireless means no lines for burglars to cut. Frontpoint also works with you to ensure that every system is customized to fit every customer’s unique home and lifestyle needs. Frontpoint systems are also refreshingly simple, allowing for customers to set up, move or expand systems on their own, at any time.
In addition to intrusion, all Frontpoint monitoring plans include protection against fire, flood, freeze, carbon monoxide and medical emergencies. Also, advanced technology such as remote online access, free mobile apps keep customers in touch and in control at all times, no matter where they are. When consumers compare Frontpoint to the competition, it’s easy to see just what makes them stand out.
We've always went with Frontpoint. It was a lot cheaper than any other security company. I've had several interactions with the customer service team and they have been fairly decent. The only disappointment we’ve had is that they were very inconsistent. But since we’re stuck in a contract, there are not much options for us to get out of it at this point. We’ve had motion sensors that we’ve had issues with. We’re supposed to be able to use two of the bases where you can punch in your codes at two different locations. We were told that we could when we signed up and then we weren't able to when we got the stuff. We’ve had decent luck with them but when we moved into our new house, it’s a lot bigger and has five access points so we’ve had a lot more issues with this home than we did in our townhouse.
Also, they don’t send technicians out to your home so that made it inconvenient. They just send you the box. We’ve installed the systems at two other places so it wasn’t a big deal. It’s just that we have a lot more windows now and the motion sensors have been set off by our cats probably 10 or 12 times. They weren’t supposed to be able to do that because they’re very small and under 20 pounds but they’re still able to. Frontpoint told us to move those systems around and get multiple ones. The door sensors are fine but the motion sensors are pretty bad. We’ve also got a break sensor but we can’t test that one out. We don't usually do the motion sensors and that defeats the purpose of half of the home. But other than that, everything else seems to be fine.
We also use the smartphone features and those are convenient. When it comes to the cost, it is very comparable to the other services we looked at. We purchased our own systems so that we didn’t have to do a contract. But we had to sign a contract for this home. I don’t know if it was something new or not. We probably would have got out of the contract and used a different provider if we had known we’d have these many issues. Frontpoint is slightly cheaper and you do get to keep it but I’d rather have a professional come out and install it. And probably would have gone that route in this home had we known. But for a small place, it would be fine.
Whitney, we appreciate you taking the time to bring your concerns to our attention. It is important to us that your system works exactly how you need it to so we are going to have one of our Support Supervisors reach out to address your concerns in detail. Thanks again and we look forward to speaking with you soon!
We recently purchased a new home and at the time, my wife was still pregnant. So, since we had a single family home for the first time and a baby, we wanted to make sure we had a security system. Part of our XFINITY services installed was the XFINITY Comcast home security. We tried that out for 30 days and then we just saw that with Frontpoint, you could pay a little bit less and you could get more functionality. The salesperson from Frontpoint who I've worked with was great. We talked with her a couple different times. She was really patient in answering all of our questions, going through all of the options, and making sure we got the right fit and we didn't pay for more than what we needed to. It was just a very enjoyable experience working with her and I wasn't pressured into anything.
We got the basic package and the installation was straightforward. However, since we live in an older house and with Frontpoint being DIY, I need to have an electrician come out to help install our doorbell because it is not currently on outside. Also, we need to have a locksmith come out because I can't replace our lock. It is an older lock that doesn't fit the newer standard size so the locksmith has to totally redo it. But, the rest of the system including the sensors and the camera was very easy to install.
The features of the system have been good too, although there was one possible setting that we wanted to have. It was one of those features offered by XFINITY where you could be more flexible with how the motion sensors are armed at night and which specific ones you want to give off a warning versus an immediate alarm. Because we have a dog, and sometimes in the middle of the night, we feel tired with the baby and we're not thinking about disarming the security before walking around, it would be nice to have that. Nonetheless, everything has been good. The quality of the equipment was very similar with those from XFINITY. I also like the camera and the sensors do work.
We live in a fairly safe neighborhood, but knowing that we have Frontpoint system installed gives us peace of mind. Also, I work from home but when I'm traveling for work and my wife is home with the baby, being able to have that peace of mind that Frontpoint could get involved if anything needs to happen and that there is sense of security has been nice. I'd recommend Frontpoint to anyone who's looking for a feature-rich security system that's affordable and has great customer service or to anyone who's really just looking for that peace of mind for a security system.
We appreciate you taking the time to share your feedback with us. We are glad to see that you received exactly what you needed and that everything is working well, Please let us know if you ever need anything moving forward, as we are always here and happy to help you!
I purchased a security system from Frontpoint for their interest discounts and safety for my fiancée, who stays home a lot by herself. From research, I saw that they were the best do-it-yourself alarm system. Everyone from their team was very friendly, and the installation was pretty self-explanatory. It took me five minutes to get everything set up. I had hooked up the battery before I plugged it in, and I was hooking up my main unit. I had to call Frontpoint back in once for support and everyone was very helpful about that.
I like the features in my system, and we haven't had any problems with being able to use the app to turn the systems on and off or being able to check and see what time the people came to check on our animals. The features I chose made the most sense. We have the door sensors, and then we have glass break sensors to be able to pick up any windows that are broken. The quality of the equipment itself seems sturdy enough. The only issue that I had was that the double-sided adhesive tape for the door sensors didn’t stick very well, so I had to replace the tape. The cost of the service is fine to me, and it is cheaper than other systems. I’ve had Frontpoint installed for two or three months now, and my experience with them has been totally fine. I'd definitely tell my friends to get them. It's easy to set up and use.
We're glad to hear that you received exactly what you needed and that you are enjoying all of those interactive features! Thanks for sharing your feedback and please let us know if you ever need anything, as we are always here and happy to help you.
We purchased a new home and we just moved in. We wanted to get a security alarm system that I could set up myself like a DIY one. And based on the reviews online, Frontpoint was one of the top ones. It seemed like it worked better than some of the other systems so I gave it a shot. I like that I can use an app to turn it on and off. We called Frontpoint’s representative and they told me which program or which one to buy and what I needed. They have good customer service and are super nice. Our experience was quick and easy. The features in our service package are fine and what we wanted. And the cost of Frontpoint has been okay. I wish it was a little cheaper but it's in line with everyone else with the features.
It's great to hear that you received exactly what you needed and that you are enjoying that smartphone app! Thanks for sharing your story and always remember that we are just a phone call away if you ever need anything at all!
I spent quite a bit of time on the internet researching the various security providers for both hardware and services. When I go buy something, a TV, an alarm system or if it’s a car, I will research it exhaustedly. I will read innumerable articles and go through and look at all kinds of surveys so that I get the best price and the best service.
I narrowed it down to Frontpoint, ADT, or Vivint and while it wasn’t universal, Frontpoint tended to emerge as number one or two in most of them. I read a few things on Vivint and they’re getting better but they had a lot of customer complaints and customer relations issues so I just don’t want to be in that right now. ADT’s got a pretty good presence in our area but you don’t own the equipment. And you’re at the mercy of whoever comes up and installs it. In some cases, you’re going to get excellent installers. In other cases, you may not. Also, I talked to two people I work with that has ADT and one of them recommended it but the other was looking for how he could get rid of it. It was the continuous price escalation and it wasn't getting the value.
After I did all my internet research, I called and told Frontpoint what I was looking for. They had a sale package on and it had pretty much everything I wanted. But I had to add a couple of things like another motion sensor which they gave me a good price on. And there were things I wouldn't have necessarily bought like a doorbell camera. But compared to the normal pricing, if I took it out, it wouldn’t go and save me any money so everything was fine with that. It’s an additional benefit so we got all of that. I got all the hardware for $200 - $300 with the tax and all which for what I got was fair.
They sent a box and it was more or less follow the bouncing ball, read this and do this to get this to happen and step your way through it. You can do most of it straightforwardly. I was most impressed that they provided very clear directions for getting everything installed. It’s not that I can’t figure it out, but I had lots going on so I didn't have a lot of time to wait through manuals. I appreciate the fact it was to the point. It was clear and concise. I had to call them up on a couple of questions. We had one little instance that the time wasn’t setting right. They stayed and worked with me and we got it all taken care of. It’s simple.
I have had a couple of hardware issues early on but in both cases, I got the replacement out quickly. I had a little problem with the sensors being intermittent. It didn't really work and I had to return it and I got the replacement on the way. Also, the first time, I was missing a piece of equipment that was not included but I got the replacement out and was able to get that installed quickly.
Frontpoint is a good company and I think they do things well. And the service is like 50 bucks a month. They’re on the spot because we’ve had a little snafu just not with anybody breaking into our home but just somebody who didn’t know the system was on. It went out, it was triggered and they contacted me. They were right on it so I know they’re monitoring. Although they send a lot of surveys asking if I was pleased. That's fine but it’s like if I call them up and say hello, they don’t need to send me a survey right after that. But I’ve recommended them to several of my people. I referred the guy I work with who was looking to get rid of ADT to Frontpoint. I just tell people that I’ve done the homework. I'd provide them the link that I’ve come up with so they can go check it out for themselves. For the comparable money, you won’t find anything better.
Bob, thank you so much for taking the time to share your story with us! We are so happy to hear that you are enjoying your system and the service you are receiving each time you call in. It's an honor to have you as a member of our Frontpoint Family and ask that you please let us know if there is anything we can ever do to assist you moving forward.
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I bought a new house and a home security system for it. I got Frontpoint because of their price and ease of install. I did most of the ordering for the system online so I didn't really talk to anybody. I did talk to them when I had a couple of issues setting it up but they were super responsive and very helpful. Ordering online was super easy. I got like a starter system and then added all the equipment I needed. I accidentally ordered something that I didn't need and they refunded me the money for it really quickly. The installation went fine. I downloaded their app, which walked me through each piece of equipment as I installed it and then tested it to make sure it was working. I didn't have any issues.
The app pointed me out where each item went. I was able to label each item specific to my home. And then, the app tested each item as I installed it to make sure that I installed it correctly. And then, in the end, it did like a system diagnostic test and then there was also videos training me on how to use the system. The panel comes with a cellular antenna that is a part of it where it gets its signal from. It turned out, my panel came with a Verizon antenna. I had had Verizon service so they were able to send me an AT&T antenna to help with that for free. And then they walked me through installing that new antenna which only took a couple of days.
I paid for the membership that includes the app so I can arm and disarm my alarm from the app. I can set up new users and it's very easy to use. My only complaint about the system is I have the fire alarm or the fire and smoke detectors, and they work very well, almost too well. I just need to get used to it. The quality is great. For what I'm looking for, it works perfectly fine. It has more stuff if I ever want to add to the system. I found installing it easy and it's all held up now for a couple of months.
Frontpoint's smartphone was good. They work well. There are even more tools for the app that I haven't even used yet. I just haven't had time. For what I use for, arming and disarming it, it's great. Frontpoint was wonderful and I'm very pleased. The cost compared to other systems that I've looked at and for the performance and customization, it's great. It was definitely a large upfront cost. But for the monthly subscription, it's very reasonable. We didn't have a security system before so now that we do, I feel much more secure. When we go out of town, it's much better.
Katherine, we appreciate you taking the time to share your story with us! We are so happy to hear that you were able to order exactly what you needed and get your system up and running in no time. It's also great to see that you are enjoying that smartphone app! Please let us know if there is anything we can ever do for you in the future, as we are always happy to help you.
I just purchased a home and I wanted to make everything was secure since I work in New York and I have my wife and young kid. Frontpoint is better than my previous provider because of its ease of use. Their reps have been mostly informative. The only problem I had was that I'm not technology savvy or a handyman so installing things and calibrating them on my own was a bit of an issue. It's hard for me to rationalize where the things need to go. It's also hard to know if the system is working when I set it up myself versus somebody professionally installing it. I have to go away for the first time to California and leave my wife and my son behind and my first worry was if the system is working properly since I installed it myself. I had to get one of my friends who is a handyman to come over and assist me.
I purchased some equipment as an introductory thing then and when I found that I needed a couple more different items to have my system fully functional, I wasn’t able to get the same promotion that I got on getting the equipment. I feel like they should at least give me 60 days to do that. There should be a little more flexibility to customers when ordering products especially new products. And right now I’m upset because my camera pack purchase is not responding and it's offline. The system should be a little less expensive since there's no labor to it. If you're a do-it-yourself person, Frontpoint is great. If you're just like me, you might want to be a little concerned about how the system is going to respond and how you’re going to install them.
Thank you for sharing this experience with us. Rest assured, we are going to have one of our Support Supervisors reach out to test your system with you so you can have the peace of mind you deserve knowing everything is working well! Thanks again and we look forward to speaking with you soon.
I talked with Frontpoint's sales rep over the phone during my initial purchase. He called and discussed the options and what I would have. Then he went over the plans and what I would get for what I was asking for. He also gave me an expectation of what would happen when I set it up and how long. The experience was very pleasant, informative and relatively quick. Their do-it-yourself price and features together sold me. They offer the option to buy more monitors or sensors and I added a smoke detector. I looked into seeing if they were coming out with any video monitoring or a doorbell system shortly, but they don’t have it as of now.
The installation was very easy, simple and quick. The instructions were straightforward and easy to follow. However, some of the motion detectors were difficult to set up and verify that they were working. Plus, a few of the window/door sensors that I tried to place on my particular window setup were somewhat difficult. I had to look through and read up on the inner workings of the central module to make sure I was getting the full use out of it, but for a basic security system that went off and turned back, it was turnkey. I have a little device plan so I'm able to arm, disarm and check the status of the system from my phone. The central module gives me a bunch of options to change and set up. I very much enjoy it. When it has gone off, I've gotten prompt calls from Frontpoint security to verify that it was me or to not verify and send responders.
Also, the smartphone features are above average. While it's not topnotch, they're definitely very nice. In addition, the service has been very good and the system is very cost effective. It being there, in case something were to happen, has given me a little bit of peace of mind. I would highly recommend Frontpoint to friends who want a basic to slightly above basic security system.
It's great to hear that you were able to get everything up and running in no time and that you are loving those interactive features! Thanks for sharing your story and always remember that we are just a phone call away if you ever need anything at all.
I travel for work and my wife wanted a home security system. She feels safer when I'm gone. Frontpoint's response time was really impressive. I emailed in to see if I could get a quote and a rep responded quickly and took care of me really well. I did the installation by myself. It was easy to install and use. I also tried moving one of the equipment to reposition it and it was almost impossible to take off, so that's good.
We're so glad to hear that you were able to get your system all setup and that you are enjoying those fast response times! Thanks for sharing your experience and please let us know if you ever need anything at all!
I signed up when I saw their false 4 star reviews online. I thought it would be a good system but as soon as I received the equipment in the mail it was a joke. The doorbell camera doesn't work well and is delayed when you aren't home and are trying to answer with your cellphone. Very cheap products. You're better off getting Nest or Ring products which do a better job and actually work. I called to complain about the doorbell camera so they sent me a replacement and same deal happened, I did everything they asked. Even made sure my internet provider upgraded to the fastest possible service.
Once they charged my credit card for the replacement camera $189.99, I knew I just been had with this scam of a company. To get out of this contract it will cost me $1k plus one month's payment of $49.99. What a joke. I don't even use their services and I'm stuck paying this ridiculous fee for the next 2 years. Run and fast! These people post their own business reviews and make sure real customer reviews are never read. I regret not getting ADT or something else other than this scam artist company. Could of saved myself thousands and had a better customer service experience. Horrible business practices. Cheap products. Billing is a joke. Run!
We appreciate you taking the time to share this feedback with us. We are glad to see that you are working with one of our Support Managers and that they are addressing all of your concerns in detail. Thanks again and we look forward to working towards a resolution with you.
While I was researching on different security systems, Frontpoint was a wise choice. My interactions with their customer representatives have all been positive. The installation was fairly easy and I’d tell a person who doesn’t like to fix up stuff that they won’t have a problem with it. Frontpoint’s security features are fine and it gives me a lot of options. The quality of the system is worth the price but it’s even better if it’s a bit cheaper per month.
It's great to see that you are receiving excellent customer service and that everything is working exactly how you need it to! Thanks for sharing your feedback and please let us know if you ever need anything moving forward.
My wife wanted a home security system. I did research on it and it seemed like a good fit for what we wanted. It had good features and it was at a reasonable cost. We're feeling good about our system and we've had a good experience. I'd recommend it.
Thanks so much for the wonderful recommendation and please let us know if you ever need anything in the future!
Violate 3 Day Contract Review Law - After being bullied on the phone to a "Trial Period" I found I live in the safest neighborhood within hundreds of miles. Within 24 hours, I filed the required paperwork to cancel my contract. I sent the FAX as required in the documentation as well as an email and left a voice message. 2 months later, I see monthly charges appearing on my credit card. I have contacted Frontpoint several times to return the still unopened box they sent, but they refuse and continue to charge my credit card.
I had a terrible experience with this company. I never used the product and paid $49 a month for over 2-years. I called to discontinue service and the customer service representative, David, was very rude and condescending. I will need to pay over $560 if I would like to discontinue service. He told me that “if I did not intend to use this service, then this was not a good choice for me.” He compared the use of Frontpoint to a cell phone provider. When I questioned his logic, and why he was saying this — he argued with me about why I was incorrect.
There was a tremendous difference in tone and flexibility with the representatives who set up the service, and those who answer the calls to discontinue service. I understand that not activating the service was an odd choice, but I was not asking for a refund. I found the setup process difficult (the installation of the video cameras) and kept putting it off until I sort of gave up on the whole thing. Regardless, the call with David was unpleasant and unprofessional. I would be very careful about what you are signing up for when you choose this company.
We are very surprised to read the details of your review as they are far from the Frontpoint experience and quality of service we aim to provide all of our customers. One of our Support Supervisors is attempting to contact you to make sure you are entirely taken care of moving forward. At your earliest convenience, please give us a call back so we can address your concerns in detail. Thanks for this feedback and we hope to hear from you soon.
We had an account with Frontpoint. We own the monitoring system, paid for it upfront. We sold our house and moved out of state. They are insisting we pay 80% of the remaining contract (18 months left of a 3 year contract) in order to cancel service. The only other option is to ask the buyer of our home to take over the contract. NEVER AGAIN-- 80% is ridiculous-- we will be getting a security system at our new rental-- it will not be Frontpoint!
1st: Frontpoint Security continues to hold my security deposit on a system that was cancelled. On Jan. 10, I spoke with Alex ** and Alejandro cancelling my order and account and requested a refund of my deposit. They told me they would cancel my account and refund my deposit once Frontpoint received the security system. They told me to refuse the package when it comes. I received an email that the system was shipped on Jan. 13. I called again on Jan. 17, I spoke with Vishal **. He told me I would be refunded within 3 to 5 business days. I never got the refund. On Jan 18, I got an email from Frontpoint stating they received the returned equipment.
Jan. 27, 2018, I called again and was told the equipment was received and that my credit card would be credited the entire refund within 3 to 5 days. Again, sadly, it did not happen. Today, Feb. 2, 2018, I called a representative and left a message inquiring about my refund. After leaving the message, I immediately filed this complaint with the BBB. 2nd: Today is Saturday, Feb. 3rd. Started reviewing bills for the month and noticed that Frontpoint has now charged my bank account a monthly service fee of $47.69. WHAT?! Now, I have to do another report to BBB concerning Frontpoint. Everyone, please, keep notes. My experience with Frontpoint is horrible. I am, also, contacting my attorney later today.
Thank you for sharing this experience with us. We are glad to see that you are working with one of our Support Supervisors and that they are assisting you with that refund. Please let us know if there is anything else we can do to assist you moving forward.
Overall fairly good experience however, I had called to reassign the contract to me since I am getting a divorce however, they said I would have to pay $69 to do this even though it's clearly my name on the pay to account and billing address. You would think that since they've had a customer consistently pay the bill that changing a name would be a none issue. Now I have to wait until the end of the contract to change and I'm really not comfortable with having my ex have any access.
The initial sales call is very pushy, but I was ready to buy, so it didn't really put me off. I also liked the idea that the sales rep sold me on which was that I would always be able to contact him directly. Despite my attempts to do so I have never spoken to him again since The initial sales call. Not that it matters because I realize now that it doesn't matter who you talk to at Frontpoint. The problem is the equipment, so short of changing the equipment to something which isn't cheap junk, no one at Frontpoint will be able to help.
The first 3 months of our Frontpoint service was excellent and mostly trouble free. Their customer service representatives have for the most part been nice and eager to try to help, but nice is irrelevant when the equipment doesn't function as it should. The equipment is bulky and looks old and clunky. After 12 months it started to function as such. Sometimes taking several minutes to several hours to actually arm and disarm, sometimes never actually arming at all. One night we went out for a Christmas gathering, and in the few hours we were gone we could not manage to remotely arm the system and when we returned the system was still not responsive via the app.
The app showed repeated arming signals being sent, but never managed to successfully arm. Attempting to resolve this with customer service always resulted in "your signal looks good". They have offered to escalate it further and have me sit on the phone and troubleshoot the system, but I'm afraid I don't have that kind of time, nor would I want to waste it on troubleshooting if I did.
The door sensors are an eyesore. Our door leading into the garage is sprung and closes on its own, so it slams a lot. The door closing itself was enough to damage the door sensor. Frontpoint offered to sell me a new one. I was able to make it work again by moving the magnet portion of the switch to where it touches the sensor when the door closes to actuate the switch.The sensors on the exterior garage door get stuck often, showing the door is open when it is not. So you end up having to open and close it a few times before it works again. When I called them their questions were so idiotic and condescending that I hung up and decided to just live with it.
Their motion sensors are a joke. We had to reposition them so many times to get them to stop giving false alarms, to the point where their locations are practically useless. We were recently out of the country and the false alarms started again. Since we were unreachable when the company Frontpoint contracts the monitoring duties to would call, they dispatched the police for every false alarm, which has now resulted in a bill from the local sheriff's department. So we had to start using the system in stay mode only, which only works if an intruder comes in through a door. Of course the offending sensor stopped activating after we switched to stay.
Next there's the delay. 30 seconds for the alarm to go off and 30 seconds of the alarm actually going off before Frontpoints monitoring cronies lift a finger. That's a minute. One minute for an intruder to wander around your house and do whatever they want before anyone notices. Where I'm at now is having to pay both Frontpoint and another alarm company for monitoring services, because paying for the time left in your contract to receive nothing sounds incredibly stupid to me. I feel like Frontpoint generates more revenue from contract cancellations than they do from actual subscribers.
I look forward to the day I can remove all of the Frontpoint equipment and throw it in the trash where it belongs. My house is pre-wired so every window and door has a sensor on it, this includes motion or glass break sensors in all rooms. I'd much rather have the complete coverage and dependability of the hard-wired equipment.
We appreciate you taking the time to share this feedback with us. Rest assured, one of our Support Supervisors is looking into your account and will be reaching out to address all of your concerns in detail and make sure you are entirely taken care of. Thanks again and we look forward to speaking with you soon.
I’ve been a customer for over two years now. Never had a problem from customer support until now. I’m currently going through a nasty divorce and I’ve been left with numerous bills including the Frontpoint system which is attached to the house my husband is keeping. I am living with my parents. They have their own alarm. I have no one to transfer the account to as my husband is unwilling to help me. When I called Frontpoint to ask for help and explained my situation I was told I could pay $400 to cancel the remainder of my contract. The other option was for my husband to keep it. That’s it.
I can’t afford to pay that amount when, and when I told them that they offered no other solutions. I’m paying for an alarm that my husband has now turned off and it’s sitting in a box. The lack of compassion for someone in my situation was unreal. I understand contracts but this is something I needed their help with, an extraordinary life circumstance and an abusive relationship. They offered me zero reasonable resolution. I would not suggest this company due to the lack of compassion they’ve shown me and I’ve made it a point to tell everyone to stay as far away from this company as possible.
Virginia, thank you for sharing your concerns with us. Rest assured, we have one of our Support Supervisors looking into your account and will have them reach out to help you. Thanks again and we look forward to speaking with you soon!
I have had Frontpoint for a little over three years. Unlike some others, I did know that I had a 3 year contract going in. I began to attempt to cancel the service a few days ago. I am wishing to have a different service take over the monitoring, as $42.99 is too expensive for a system with few sensors, no cameras, no smoke detectors, or anything else. They were willing to drop the price to $32.99/month, if I do another 3 year contract. I don't wish to have another contract and be locked in. It is ridiculous to require a contract for monitoring on customer owned equipment! (I paid for the equipment upfront!)
Since I started canceling the service, I spoke with a few different monitoring companies, and determined what information and actions I need from Frontpoint to allow a new company to monitor. I need to have the system set to default, or have the installer code. They agreed to provide the installer code. Good so far. I also need them to release the cellular module in the system, so the new company can access it. They have refused to release the module, saying that "they can't". That means that the only way a new company can monitor the system is for me to purchase a new cellular module. Their customer rep has been less than helpful.
As for the system itself, in the three years we have had it, we have never been able to use the three motion detectors in the house. They continuously faulted, and falsed even when in a kitchen cabinet. I attempted to resolve this several times with Frontpoint, but ultimately gave up. From that point on, I disabled the motion detectors, and simply had the doors monitored. Even then, we have had several falses with the garage door sensor, including one in the middle of the night. We arm the system as if we are home, even when away, which disables the motion sensors.
To sum up, the system never worked properly. I just gave up trying to spend time to troubleshoot the system using their phone support. Frontpoint has NO technicians that they can send out to assist. You are simply on your own. Couple that with the obstacles put in the way, and you have an unhappy customer! That said, if the service from Frontpoint was better, the system worked as it should, and the price was more reasonable, I would have never canceled. I would not recommend them at this point.
Gary, we appreciate you taking the time to share your story with us. It is important to us that you always receive the help you need which is why we are going to have one of our Support Supervisors reach out to address your concerns in detail. Thanks again and we look forward to speaking with you soon.
A supervisor contacted me and was able to resolve the issues. She was much more helpful that previous customer service personnel. The issue was resolved so I added a star for their help.
I had another security system at my old house. When I purchased my new house, I wanted another system and decided to check out Frontpoint. I told the salesperson my concerns with systems and he assured me Frontpoint was the best and had great customer service, so I went with them. I was still living in an apartment at the time and was told to go ahead and get it mailed there so I would have it. I never installed the system and have been paying for over a year (automatically taken from credit card). Times got hard, card is maxed out, so I tried canceling it... But BOOM! A THREE YEAR CONTRACT!
My last system was only a year and had no problems when I canceled. Times are hard and I can't afford my monthly statement, but if I pay 80% of the contract that's left they won't send my account to collections! WHAT?! I called and the only other option is to transfer the system to someone else. But I wouldn't suggest this company to anyone. Read the fine print and go with someone else. I should be able to send the untouched system back and they keep what I've paid, end of contract!
Jenny, we understand that some things occur in life no one expects and this is why we are surprised to hear the description of your interactions with us.You deserve the help you need and we strive to do this for every customer no matter what. Rest assured, we are going to have one of our Support Supervisors reach out to hear more about your specific situation and do whatever we can to help you. Thanks for sharing your feedback and we look forward to speaking with you soon!
Let me start off by saying I am a new homeowner so I was looking for the best alarm company, so I used Google. That is how I found out about Frontpoint. Customer service is excellent. When I accept these terms, the young lady did not tell me this was a 3 year agreement. When my alarm went off they did not call me. Thank God it was a false one. You have to set up the equipment yourself. My motion detector keeps falling so I feel they are useless. Don't make the same mistake. Research more. I would of chose different.
First their system was not compatible with our new home. Then when we tried to cancel they wanted to charge us over 600 dollars. Or pay them another few hundred to buy more equipment from them. The person on the line was not very helpful. Please don't get a contract with them.
Divya, we appreciate your feedback. It is important to us that you receive the help you need which is why we have one of our Support Supervisors looking into your account and will have them reach out to assist you shortly. Thanks again and we look forward to speaking with you soon!
Bad equipment, bad communication. Equipment arrived broken or incorrect, they replaced it with the wrong item, charged me for the wrong item even though I sent it back. Later, faulty motion detector sensor (it was in a closed drawer because it wasn't working!) set off alarm twice when I was out of town and I didn't even find out they had dispatched the police either time until 2 months later!!!
They called once but I did not receive it as I was abroad. I received no follow up call, voicemail, email, text, alert in the app I pay extra to be able to have, smoke signal, pigeons or anything. They just called the cops and then NEVER TOLD me that happened. I found out months later when I was calling customer service about the broken equipment. Apparently you can go into your online control panel to receive some kind of additional email alert, but this was never explained to me. This is concerning 1) because it was their faulty equipment that caused the alarm to trigger and 2) now the neighbors in my shady neighborhood knew the alarm went off but I wasn't home to do anything when the cops came.
Customer service was great on the initial call (when they wanted to sell me an expensive contract), but afterwards has been AWFUL. I have called Customer Service 20+ times since having this system trying to work through all the details to just to make this system work. The senior customer service man assigned to deal with me admitted multiple times that my case was an "anomaly" and that I should not be experiencing this level of difficulty, but was hostile on his calls with me, accusing me of not being willing to work with them to fix the problems THEY created by giving me broken and mistaken equipment not once, not twice, but THREE times.
At one point I was even assigned a Customer Service Supervisor who promised he would be my direct point of contact to help work through any further issues. However, he has never replied to my emails requesting simple information about how my system works so we can avoid another false alarm and lack of notification. I have spent hours and hours trying to resolve this, until I finally begged them to just us part ways since, as they admitted, my experience with them has been particularly terrible. However, very unfortunately I'm stuck with them for years to come.
Thank you for sharing this experience with us. We first want to sincerely apologize for the experience you feel you have had with us as it is far from the Frontpoint experience and quality of service we aim to provide our customers. We have sent your information to the Support Supervisor and will have them reach out to you shortly. Thanks again and we look forward to speaking with you soon.
Ok I’m back to five stars! Like they deserved! To make the story short because it’s kind of long the took care of me and my issue with my app. The technician took his time to make sure that I had have my peace of mind and my confidence back to my system. He even made sure that all my sensors on the panel were in sync with my app and had the patient to answer a thousand questions that I had about my system. To me that’s what I call excellence in customer service! Thank you so much Frontpoint and you can count on me on the next renewal. Keep up the good work!
Everything was going good with the Frontpoint App until my control Panel froze. When I receive the replacement it throw the whole sensor detection out of whack. Not only I tried to get help I had to unfortunately deleted all 39 sensors and have to relearn one by one which was a time consuming. Well now that I finished with the Control Panel my app when out of whack. So if I open the side door it gives me the wrong notification of front door instead. I’m so frustrated that I’m really thinking about not renewing my contract when is up. Come on Frontpoint!!! I have been a loyal customer for about a few years and I never have a mishap this big. Get it together!
Thank you for bringing your concerns to our attention! It is important to us that your system is working exactly how you need it to which is why we are going to have one of our Support Supervisors look into your account and then reach out to assist you. Thanks again and we look forward to speaking with you soon.
When I first inquired about a Frontpoint System I was reassured multiple times that I could cancel my service at any time and even keep the system. When I called today to cancel the system and even send back the system I was told that I was locked into a 36 month contract or would have to pay over $850. Needless to say I am upset at the dishonest practices of this company. I was completely lied to and am a VERY dissatisfied customer! DO NOT trust their sales staff!
Ruth, we apologize for the negative experience you feel you have had with us. It is never our intention to make you feel trapped or feel lied to. Rest assured, one of our Support Supervisors is looking into your account now and will be reaching out to assist you shortly. Thanks for this feedback and we look forward to speaking with you soon!
Several months ago I signed up for the Frontpoint security system. During the sales call, the contract terms and cancellation fees were never mentioned. All that I was told was that I had a 60 day trial period from the time that the service was activated. I got the system and tried to install it a couple of times (spending several hours with tech support), but I never activated the system. Now I want to cancel the service and I am told that there is a 3 year contact and ridiculous 80% cancellation costs. This is completely ludicrous. I called customer support to complain over a week ago and I was told that someone would contact me back but no one ever did.
John, thank you for taking the time to reach out to us. We apologize for the lack in communication you received when promised you would be contacted by a Supervisor. Rest assured, we have forwarded your information to one of our Support Supervisors who will be contacting you shortly to address all of your concerns in detail and make sure you are entirely taken care of. Thanks again for this feedback and we look forward to speaking with you soon!
This is a horrible product and horrible company to work with. Their system is overpriced and you’re a locked into a contract. Their equipment is poorly designed, I had multiple sensors fall off walls and set off alarms. Was supposed to not be triggered by pets and it did, was also triggered by the air flow from the heater. Trying to end service even after the contract is hard. Their customer service is poor. When an alarm went they failed to call the correct number. I would avoid them at all costs!
Brad, thank you for sharing your concerns with us. We are surprised to hear the details of your review as they are far from the quality of service that we aim to provide all of our customers. Rest assured, we have one of our Support Supervisors looking into your account and will be reaching out to make sure you are entirely taken care of moving forward. Thanks again and we look forward to speaking with you soon!
The company immediately responded and found a solution. I am satisfied with their concern for the customer.
I opened an account with Frontpoint when I was living in an apartment. One of the selling points with Frontpoint was that I "could cancel whenever I wanted to." This made me comfortable with the service. A year later, I bought a home in another county and contacted Frontpoint to see if I had service and if I could continue. I was told I had to wait until I moved in to see if the signal would work. No one could verify. When I moved in, I learned that I had another service provider in place with expensive equipment and was offered free cameras. So after calling Frontpoint and being told I had to call back and speak with technical support, I signed with the other provider.
When I called to cancel I was told I had a three year contract and would have to pay a cancellation fee. This is bait and switch, I liked Frontpoint but not allowing a customer to cancel after a move to more rural county that isn't listed on your website isn't really fair. I looked over the contract and what the sales person offered is very different from what you have customers sign. Also, customers only have to pay 80% of remaining charges so telling customers that paying the entire bill each month is cheaper is not true.
Deidre, we are glad to see that you were able to work with one of our Support Supervisors and that all your concerns were addressed. Thanks for your feedback and please let us know if there is anything else we can do to assist you moving forward!
I have had persisting issues with Frontpoint. Their customer service is deplorable. It is darn right disrespectful to condescend to a consumer that has been paying dutifully for over a year. The technical support agents, according to the account specialists, may not be as knowledgeable about the products/services as we expect them to be, which okay... is a HUGE problem. Their sales practices are deceptive. They do not provide all the information upfront, according to customer account manager that I spoke to; however, that's apparently fine because other companies don't either? These facts that they curiously decided to leave out during their sales pitch would have CERTAINLY affected my doing business with this company. Frontpoint continuously falls short of my expectations. I no longer trust them with my security. I would like to be let out of my contract at no charge.