Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.
Frontpoint offers wireless home security packages with professional monitoring and app-based control. New customers work with Frontpoint representatives to find a personalized security solution for their home. Systems come preprogrammed and are designed for easy, do-it-yourself installation. Customers can try a Frontpoint home security system risk-free for 30 days.
Pros & Cons
- Month-to-month service available
- Compatible with Alexa and Google Home
- Build-your-own system option
- No professional installation option
- No lifetime warranty on equipment
Frontpoint security systems offer high-tech equipment and 24-hour professional monitoring. If you don’t mind installing it yourself, a Frontpoint alarm system could be a smart option for home protection.
A link has directed you to this review. Its location on this page may change next time you visit.
- 4,243,139 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
In the beginning, The Frontpoint system was pretty confusing to set up. We had about nine doors and windows alarmed on our old house and part of the areas was downstairs. But the master bedroom we didn't have alarmed for the simple fact that it was way up off the ground. You would virtually have to have a ladder to get to any of the windows. Ground level, down where the family room and basement area would be, we had windows right at the ground, so that was a likely point. I had to go through with the techs to help get set it up.
The features of the system is great. You're able to set it for motion or you're able to have the peace of mind that you go to sleep at night, you could have the alarm set, or if you're gone, you can have it set for someone opening a window or breaking glass on a window to get in. We have a large dog and a cat, so one of the biggest concerns that we if they can trigger the alarm. But when this question was addressed, some people from Frontpoint that we talked to would say yes and some people would say no. So, from the aspect of product knowledge, they really weren't on the same page.
We sold our two-story home with five bedrooms and a three-car garage and we downsized to a one-story home. Then because of COVID, we can't travel and we don't go anywhere. The contract is three years long, which is way too long. So, my options are to pay the contract off, which now is like $1,000, or continue using and paying monthly for something that I don't use. My alarm system is not even hooked up. So, I'm in a contract that I can't get out of for something that I'm not utilizing. It's just a waste of money. I had called and talked to someone in account management about this and basically, I got a polite, "Tough." So, that was just the way it was. In all fairness, they did give us a 30-day grace period when we moved, which was great 'cause we didn't have to make a payment for 30 days. But if I had to do this all over again, I would never go with them.
I like Frontpoint. The system is very easy to use. It's very straightforward. It's designed for the average person. The only thing is that you have to have a pretty strong signal with your router and Wi-Fi system for it to work properly. I'm in a stucco house and I'm not even 20 feet away from my router. One camera has an issue. It’s very minimal but they need to make their Wi-Fi a little bit stronger in their camera so that it will pick up a little further away. But I think they've adjusted that because I just installed a brand-new camera 60 feet away and it's fine.
From the time I got Frontpoint all the way up to last November, Frontpoint did not work like it should have. It didn’t work because no one came and told me after I was sending in emails and phone calls and giving them data, a reference to my equipment not working. Then, I later found that Frontpoint had some faulty module and they had a huge batch of them that were dispersed to customers. But those were getting switched out and I never got mine switched out.
I'm paying Frontpoint because I was told that I can't cancel because I will have to pay the full length of my term with the full amount. I decided to give another shot at it. They called again and luckily, one of the customer service people told me that there was a bad batch of those home things. They sent me the newer version and it's been working ever since. Also, I received one month free. But I thought that was kind of crazy because I had the issue for so long and paid for so long and all I got was a month.
On the first sale, I wasn't too positive about my representative. I almost didn't make the purchase. It was like a force. I didn't take that into consideration. I had to call back, talk to my husband and call back again. So far, the system is good, but that's only because I keep calling to make sure that it's functioning the right way.
I've done the installation myself and it was very easy. The features are great too. I linked it to my Alexa. The customer service is good as well. On a scale of 1 to 10, I'd give it a 10.
Everything with the representatives has been great and installation was really easy. I really liked how, once you set up the sensor, especially the motion sensor, you can test it out to make sure that it's capturing the areas that you want to. The setup and the trial period were really nice. But I wish they would make a separate siren that I could put upstairs. Our home base is downstairs but I'd really like to be able to have a siren to go off upstairs as well. Also, the doorbell cameras have connection issues sometimes and the camera is only about 10 feet away from the internet router and the home module. It's kind of weird how we have some connection issues with them being so close to that. Other than that, the quality of the equipment seems to be really good. I like the fact that they came out with the thermostat and I can control the thermostat from the Frontpoint system app.
The overall service reviews for Frontpoint made me choose them and I got the door sensors and the cameras. It was nice installing the equipment myself and the quality was very good. The smartphone app is good and consistent.
Kim- We are so happy that you have enjoyed our services and equipment! Thank you for taking the time to review Frontpoint Security.
Frontpoint is great company to work with. I've had an excellent experience. Call wait times are long. Usually they have to call you back, but once they call you, it's excellent, so it's fine.
So far, Frontpoint's good. It makes us feel safe with the security system in place. It's making us aware if someone is there. The system is user-friendly. We like that it is announcing what door is opening. We purchased the remote key and I’m wondering how can we verify if it's already armed for using that. Right now, we're using the remote then we check in our phone app if it is armed or not.
I had another system that I could use Frontpoint’s equipment on, which made me decide to go with them. But right now, their outdoor camera sucks. I have a motion detector spotlight and when it starts filming and the lights come on, the filming stops. You never get to see what was there. It's not coordinated with the spotlight. Then, Frontpoint's system wouldn’t accept anybody else's camera unless it’s Wi-Fi. So, I don't understand why they do it that way. If you look at the other guys, they have that. If it doesn’t get better, as soon as I get through with my contract, then I’m probably gonna go with somebody else.
I have been customer for three years. If you never experience an alarm, then you can never have a problem. When you do have an alarm, you need to have the correct response. This is not the case with this company. No person was at home. Alarm went off. Front Point called to say alarm was going off, did I want them to call police. I said yes, I was 1300 miles from home. Police found nothing when they arrived. Couple days later another alarm. Front Point calls me, no answer. Front Point Calls wife, no answer. Front Points next step, send me an email letting me know my alarm went off. I saw that email THREE HOURS after it was sent. No police were sent because they did not make contact with my wife or myself. TOTALLY UNACCEPTABLE RESPONSE!!
At that point I contacted both neighbors and ask them just to check the area to see if anyone around the house or any sign of a break in. I felt it would be safe for them to check three hours plus later. Good news, everything ok. Contacted Front Point who came up with this fix, disarm parts of the system because we don’t know what is wrong. When you get home, contact us.Here is the reason why not to have this product, think about it! What if this were to happen?
You are on a flight with your family. Your home is locked and alarmed. Alarm goes off. Your plane lands in 2 hours. You and wife can not be reached. The person or persons don’t know it but they have at least two hours to clean out the house because you will not see your messages and police are not called as you can not be reached at the time.#2
You are a single women home alone. Time for bed so you alarm the system with motion turned off and head to bed. Someone enters through the door that was accidentally left unlocked triggering an alarm. Call is made to you but, you can not answer the phone as an armed intruder is standing in front of you. They send you an email??
I have been paying this company for three years entrusting the safety and security of my home and family only now to find out email may be their best response to a break in or home invasion. Tomorrow this company will be replaced with a very reliable company that I have known for years. I will never make this mistake again. If your concern is safety and security for your home and family, I would recommend that you do some more shopping and make sure to ask, “Tell me how you respond to an alarm?”
This is not a SECURITY COMPANY. They did offer me new components to replace existing parts of the system and also offered to give me a credit along with reducing my monthly fee in order to keep this account. Knowing what I now know about how this company response to alarms do they think I would put my home or family at risk to save a few dollars a month. If you are looking for home security, avoid, avoid, avoid this company.
I was looking at security options and I liked Frontpoint's total package. It was reasonably priced too. I bought a couple of extra things, and they've got stuff shipped out right away. I did the installation myself and the system works like it's supposed to. I had a couple of technical problems, and they were able to either solve them or ship out new parts. I would recommend Frontpoint. Everybody has different needs, but they work fine for what I want.
My mom is glad I have Frontpoint. It's good. You pick out what you want so that you have the system that you feel the most comfortable with. Their customer service is good too. However, sometimes when you send the emails, it can take a while for them to respond.
The quality of Frontpoint’s equipment is great as well as the customer service. Dealing with them was wonderful and the communication went very well. The instructions were crystal clear when I did the installation on my own. I was having an issue with putting in my doorbell and the reps helped me and walked me right through it. The features were perfect and the customization was easy and nice.
Frontpoint has been great. One of the reasons I went with them instead of ADT was it's do-it-yourself and it's very easy to install. When you move, it works great too. Frontpoint sends you all new adhesive backs. We like the features of the system. If a door opens, you can set the portal to say "front door open" or "back door open." If I set it in the settings once I leave the subdivision, it tells me that I've left the subdivision. I have the doorbell camera in the house too. Up to this point, everything works fine and I've had nothing but positive experience with their people. They know what they're talking about. They've always been able to solve any issues that I've had and they've been very friendly. They've dealt with things in a very short amount of time.
We use Frontpoint all the time. Looking at what they had to offer and the ease of doing it myself were the two main reasons I went with them. Aside from this, I like the ability to look at things around your home when you're away from it to set things on your phone if you forgot to put the alarm on or decommissioning it when you're coming home if your hands are full. I would recommend Frontpoint to everybody.
We’ve since put in cameras as well into the system which we love. It's awesome. We can see when people come to the door, drop off things and feel protected when there's only one person maybe at home. The customer service has been great. I was very impressed by the people that we've talked to on the phone, troubleshooting things or helping to set things up. When I was putting the cameras in, we had some issues with one of the cameras and the gal that was helping me was excellent. She told us to do this and this, and wait for that to happen. I said okay and it all worked out great. She was super friendly, happy and helpful.
The service people are good. It is a tad bit longer to get on the phone with somebody when you're a customer already rather than a possible new customer but that's with most companies. The installation is pretty straightforward 'cause you do it yourself. The features are great and everything with the service is fine. I've had sensors that don't read though. I can't lock the system because the sensor says that the door is open but it isn't. Things like that have been kind of concerning.
Due to online reviews, I decided to sign up with Frontpoint. Their reps were great and setting up the equipment was really easy. The system's functionality is awesome, too. I've had the shop broken into twice and I've been there within four minutes.
Today is 12/22/2020. I just bought a new home security system and need to cancel my service with FrontPoint. So I called in and found out that I already had service with for more than five years. After telling them my intention of cancellation, I was told I still had ten months remaining, which surprised me. Their reasoning is very absurd: I originally had three-year contract with them from 2015, I called in to change rate in 2017/11, with ten months remaining. After I stayed with them for three more years (2017-2020), that ten-month-remaining still remains. What a shame! Anyway, I am leaving that company even though I have to pay for nothing. And post here to warning other people to stay away from them.
Over 15 years with this company. Poor customer service, expensive replacement parts and you receive a recorded message if your alarm goes off asking you if everything is okay not asking for password. If you plan on lying on the floor dead use them, if you are happy being alive go someplace else.
After completing my 3 year contract with Frontpoint and after multiple calls to close my account, they are still charging my card 6 months after I requested the account be closed. Once again, on today's call, they tell me that I am required to give them 30 days notice and that another payment will be extracted, no exceptions. I told them after this kind of treatment, I would never go back to them. They do not care.
We were happy paying customers since 2012, though over the last several years more and more just stops working, sensors stopped working, battery replacement no longer brings them back to life. We have 7 errors on our dashboard currently. They are deprecating all of the older systems on 1/1/21, forcing you to upgrade. We shopped around and decided to go elsewhere.
We notify them to cancel our policy and need to provide it in writing, but are told they charge an additional month after the cancelation as part of their policy. So they are charging us for a month of service that they couldn't offer due to updates on their systems. The rep from customer service was absolutely rude and terrible, it seemed like he saw joy in twisting the knife. The thousands we'd spent with this company, to be sent away like this is unacceptable. Expect a class action lawsuit for all legacy customers because this is fraud, you can not charge for a service that you cannot provide. Go elsewhere, you'll be glad.
After a lengthy consultation in which we explained will NOT have WiFi at our cabin, the sales rep assured us that we would be fine with the system because it is cellular. It took us a while to install because the cameras are not do-it-yourself like we had been told...we had to hire an electrician to run power to the outside of the house. Upon activation, we learned that the cameras would not work. When we called Frontpoint, we were told that they need WiFi. We were very upset, having now put about $1800 into this after purchasing the system and hiring an electrician. Frontpoint refused to give us a refund and we are now months later and a supervisor won’t return my calls or emails. Meanwhile, they’re still charging us $56/month for monitoring we can’t use. Don’t be fooled by the slick white boxes, the customer service is horrible and they deliberately misled us and won’t fix the problem.
When I signed up for a 3 year contract, they sold it as a good deal because the rates would not go up. Guess what was raised three months into the contract? The hardware was poor. The sensors failed to stick to the windows or doors and some would never work - it continuously reads that our back door is open when it is not. And now that the contract is complete, they are requiring me to pay for this month and next month. Contracting with Frontpoint was a poor choice that keeps costing me. I do not recommend their service.
If you are considering using their security system, this is not the company for you. I entered into a contract with Frontpoint when my elderly dad refused to move in with me after a fall. Never make a purchase when you are emotional! From day one, we had trouble getting the system to upload. My dad lived in a rural area, (no Internet) which we were told we would not need. We could use our mobile phone to activate the system. Multiple calls to Frontpoint to no avail. Only to be told to upload the app and follow instructions. I always felt like they had too few staff and too many calls. We could only get the system to upload to 2% and it would freeze. Time passed and I realized I was still paying for a system that didn't work. Eventually, the sensors on the doors could not be detected when I turned the system on, during one of many attempts to get it to work.
I contacted Frontpoint in Feb. 2020 via phone call to cancel my account and was informed it had to be in writing. I emailed them and did not receive a response. I checked the reviews for this company and was surprised to find I wasn't alone. The details to cancel my account was found in the reviews. I mailed a letter to Frontpoint and received an email from Molly **. I called Ms. **, but never receive a return call. The only way to correspond with her was through email. Her final response was as follows, "I understand you have not activated the system, however our system and agreements are not usage based. You are still liable for the contract term, whether or not you utilize the system." When I asked her to provide me with the name and number of her supervisor, that was the end of our communication.
I stopped the automated bank withdrawal for the monthly payments which was the way to get Frontpoint to call. My emergency contact and I received daily calls regarding non-payment. Several weeks later they honored her request to stop calling her. Their only concern was receiving payment not that their system didn't work. With each call, I would explain the situation and they were sympathetic and would offer to transfer me to someone who could help because there was nothing they could do. Somehow, that person was never available to answer the phone.
Finally, I was contacted by Rey **, who seemed sympathetic, but there was nothing he could do. I had paid $800+ for non-service, to no fault of anyone because I should have cancelled the service immediately. They required another 30 day notice to cancel my account, plus $** and the past-due amount. I was so disappointed and determined not to give them another penny. I assumed they would turn my account over to collections or ding my credit report, but Frontpoint continued putting charges through to my bank in different amounts. I had to change the request not to pay them to include any amount from them.
Today, I discovered they had charged two separate amounts to my credit card, five days apart. I used my credit card when I signed the contract, but never gave them permission to keep the card on file. I assume they finally realized they had it. I have since cancelled that credit card and changed my bank account information. My experience leads me to believe the positive reviews have been created by their staff. I don't fault the employees, but I do hope they find a better place to work. Clearly, customer service nor customer satisfaction is a concern for this company. Once you sign the contract, you are on your own.
I signed up with Frontpoint back in 2014. I had zero problems with any crime, but they were very responsive when I had false alarms. However, one night we had a false alarm that lead to police showing up pounding on our door while we were asleep. The alarm was going off but was not loud enough to wake us up or our dogs that slept in our room. The next day, we reached out to Frontpoint to find a solution. They offered their new “hub” as long as I renew my 3 year agreement. I had no plans to switch companies, so I agreed.
The new hub did not work for our house. Sensors would report open when they were closed no matter where the hub was located. Their support team was very helpful throughout, but could not solve this issue. We settled with going back to our old alarm panel with a compatible z-wave siren and 3 months of free monitoring if I kept my 3 year agreement in place.
A few months later, we had another false alarm and saw that the siren did not go off. We called into technical support and they said they discontinued z-wave compatible devices. Frustrated, I spoke to the account manager (Jordan) and expressed the concern that I have a system that will not alert me if triggered and my 3 year agreement should be voided. He understood and said he would need manager approval to allow me to go month to month.
A month later, I received an email from Jordan saying if I pay back the 3 months, I can be month to month with my agreement. After 3 phone calls and 5 emails over a month, Jordan was non-responsive. I called in and spoke to a different representative (Chris). I had to re-explain the entire situation to him. He asked me to forward the email to him so he can speak to his manager.
Another month went by. Another $43 out of my account and still no resolution even though I have an email saying I can. Chris and Jordan are now both unresponsive. Finally, I get another representative on the line and he informs me that Jordan is no longer with company and he is unsure about why Chris did not respond. He gets his manager to approve the month to month agreement.
I have now switched to Ring. I call in to cancel Frontpoint on the 1st of November and I speak with Jennifer. She says that my final charge will be the 1st of December due to their 30 day notice and my system will be active until December 30th. I was furious. I already paid for November. November should be my final month. She advised that I call in during the week and talk to a manager to see if they can wave the final bill.
I called in today and spoke to Meg. She was terrible. She said she did not have authority to waive it and said that payments are in the rear which absolutely is not true. She said my December payment is for November which would not make sense with what Jennifer said. She was rude and would not let me speak to her manager. I said I would wait for them to become available and she said that they will never become available. I asked for a call back from them and she said they will not call me back and that she; Meg (although unauthorized) is the only person I can speak to.
I am appalled with their service. It started off fine, but after further examination and through false alarms, we found out that the services were not as expected. The product was not living up to standards. The account service management team is atrocious. And finally, trying to get out of your contract is a nightmare. Do not do business with them.
I purchased a home and attempted to have the account transferred to my name from the previous owners. This process has been ongoing for the last 2 months, customer service has been unresponsive and the process that they indicated would take place was completely inaccurate. (Just a quick aside, a security system company that is challenging to get ahold of is a big red flag.)
This horrible experience culminated last night when I was woken up to the alarm system going off at 12:01am for no reason and me unable to turn it off. Apparently the code was changed from the one that I had been using, the code from the previous owners to the new code. The challenge here is that I was not informed that my code would be changed, and being aggressively woken up in the middle of the night to an extremely loud alarm worrying that someone broke into the home does not allow for quick thinking. After 15min of trying to turn off the alarm I am left with ringing in my ears from the extreme noise and a doctor's appointment scheduled to ensure no lasting damage was done. Do a favor and go with another company. Read the other reviews on customer's experience with account transfer, this is not a singular event.
I’ve had this system for 3 years. The first 2 were good. Support was easily accessible. The hardware broke constantly, but at least they would replace quickly. Fast forward to 2020 and it unbelievably bad. Virtually no support. Call and there will be 100+ people in front of you. Email and you won’t receive response. Period. No response. You’ll end up paying for broken equipment and NO SECURITY SYSTEM. Yes, we all love to pay a premium for something that literally does nothing to protect your home or family. Do yourself a favor and go with another company. Covid or not, if you are paying a company for a service it’s their obligation to provide that service. It’s absolutely unacceptable.
When we moved on June 19, 2020 we terminated our Frontpoint service after a number of years and it was transferred to the new owner of the house. Unfortunately, we keep getting monthly bills for service. I've called Frontpoint a number of times to get them to stop billing us for a house we don't own anymore and where we haven't lived since June (the new owner is paying). After being on hold multiple times, for a long time, those calls result in nothing; they say they'll look into it and nothing happens. It is so screwed up that when I give the Frontpoint Customer # on the invoice, with my name and what the service address was, they don't see the account in their system and continue to do nothing, except send more invoices! Frontpoint customer support and billing are a mess. Suggest customers look elsewhere unless you you seek extreme incompetence and frustration!
I signed up with Frontpoint Security 2004 and had service for many years. I sold my home and cancelled service. I called twice and was met with high pressure representative that wanted the name and phone number of the new owner and would not give me information to cancel my service. Frustrated with this person, I called back again a few days later and got the same treatment with a different representative. I wrote a letter to cancel service. Now in 2020 years after I moved, I get a call from a collection agency, and threats to my credit rating if I dont pay them for service I cancelled. It's like a never ending contract. BEWARE OF THIS COMPANY, your house may not be robbed but the security company will rob you!
Through multiple phone calls not once have I actually received help or correction of the issues with the system. There is no actual monitoring when alarm goes off. The system is useless and this company is a scam. They lock you in a contract but never meet the agreed service. They guarantee a good connection but there is actually no connection, you don’t realize that at first until alarm goes off a couple of times and no phone call takes place. Every attempt to contact customer service is met with rudeness and no solutions.
We got the Frontpoint system back in 2017 and we are finally out of contract! We liked the system at first but after 6 months it went down hill. Our keypad constantly lagged causing us to think the keypad was not accepting our pin. This created a race to keep the alarm for going off. Additionally the doorbell cameras they provided broke 4 times over 2 years. They would miss events or just stop working all together. We wanted to cancel but they charge you 80% of your remaining contract plus an extra month service fee to cancel. It was horrible to feel stuck with a system that we knew could break or not function when we needed it to.
With a few months left we decided to cancel. We are going to go with a different system. We were also afraid what kind of auto renewal we might get stuck with if we didn’t cancel. After canceling and paying all the fees, they again charged us the next month and refused to refund us. The agent told us it wouldn’t happen again and we are officially canceled. FYI you can get out if canceling by transferring to a friend or family member but I wouldn’t feel right sticking them with something I didn’t want myself.
Positive reviews are company plants. Real customers of this service hate it. Poor products, poor service, fraudulent scams to bilk customers, and a tremendous effort to grind down customers and hide real feedback about product and practices from review sites. Check out REAL review sites like YELP for the true story on this company, not the fake review sites the company plants online. AVOID!!!
I have had Frontpoint for a year, my car has been broken into in front of my house twice!!! My house has been broken into and this company need to be shut down!!!! The camera catches a cat in the trash but not a thief beside that someone came in my window the alarm is set but doesn’t go off!!! Call the company to cancel service and they said we in a contract!!! I am looking into suing them!!!!
I used Frontpoint security for several years. One of the problems I had was the panel would lock up and be unusable.. They sent a new panel, but the problem persisted, even to the point of not being able to disable the system when walking in the home.... Not good for a security system that is intended to protect your home. My most recent experience involved moving from my home in Indiana and no longer needed their service, they do not have a clause allowing for early termination due to moving to a new location, so they adamantly enforce the contract which basically means they will attempt to extract the full amount of the contract despite them not providing any kind of service.... I would not advise anyone to use Frontpoint for anything now or ever in the future.
I had one contract with this company years ago and it was great. The second time around I was told I had a one year contract and it wouldn't start until I activated my device. I was moving in a few months so I wanted to wait. Sales agent said the deal wouldn't be around in four months, to get it now, and just don't activate until I move which is when billing would start. It was a lie. Billing started immediately and it was a three year contract. Nobody cared. People would say "I'm sorry you went through that" but did nothing to rectify the situation. Best part is, they are still charging me the 30 day notice fee even after knowing my service was never activated and set up by a sales lie. There are so many better security options. Their devices are a low quality as you can get to top it off.
We had Frontpoint for 4 years without any issues. Then our touchscreen panel backup battery became defective and we needed to switch to the new hub. There are so many bugs with the new hub. Our old sensors don't register if they are open or closed. When the system reboots around 11pm, all the sensors update and the alarm goes off. We got a notice the motion detector battery was low, then suddenly it was fine. The alarm went off for a smoke detector tamper, then in the next minute ended the tamper. So many issues and all they try to do is help you "troubleshoot". When I called, there were 37 people ahead of me, probably with the same issue.
Now we are stuck in a 3 year contract. Horrible company. Wish I knew my current sensors wouldn't be compatible with the new hub. They say you don't have to buy new sensors, but then try to tell me they're old. Let's be realistic. I know sensors can go bad with time, but how convenient it is to suddenly become defective once I install the hub. Maybe new sensors work better with the hub, maybe not. I also wish they would have told loyal customers about these issues. Would have switched companies if I knew.
Did not use the system. Tried to call to cancel the contract, was not able to cancel because the cancellation fee is the same as the remaining balance. After one year contract, still get auto charged every month. Think carefully to get into a contract that you won't be able to cancel even if you don't use the service!
I set up the 'equipment' and within a month they fell off the walls. I live in FL where one, it's hot and two, we don't have smooth door frames. It's not the style down here so it was a nightmare from the start! A lot of the sensors did not line up properly and wouldn't chime when I left or enter. So they want to send me replacement stickers and all this other nonsense which is a joke. So I decided that this wasn't for me. Went to cancel. They're talking about I have 20+ months left on my contract... That's funny, since I can't recall signing up for any contract with a company who can't even report it to my credit company. Then they tell me I need to either transfer the service to someone else or pay $400 to cancel the contract plus I have to give them notice like 30 days notice before I cancel.
That's even more funny.. So I canceled my bank account and got a new one and now they call my phone every day once or twice a day but that's okay. I have them BLOCKED on every number. LISTEN, THIS IS AMERICA. I REFUSE TO PAY FOR A SCAM SERVICE I AM NOT USING WHO DO NOT HURT MY CREDIT! This company is a SCAM HARASSER company and nothing more. Go get a RING.
Horrible experience with Frontpoint. Our equipment went out and they knew about it, but didn't notify us. Everything seemed to be working on our end. Later they cancelled our service without telling us and kept taking payments for a year! We only found out when we went to change our serve. We've been without service for most of the time - and billed for it. Setup is easy, but it seems like the company is run by crooks! Run away!
The key pad stopped working 4 times and replaced twice. When key pad does not work the alarm system cannot be shut off by the pad. As a result the alarm goes off. I was told that the key pad is fine and had to be reset. This should not be needed with any frequency (4X in 18 months). We had 2 false alarms notices with the police dept. The alarm can be stopped by the app but everyone that uses the alarm needs to be educated on using the app, which is not likely. Service is slow, they are busy and cannot take your call without a long wait. You can be placed on a callback, which the last time took 22 minutes. I requested a supervisor which is expected to take 24 hours. This last issue did not generate a call from the monitoring station. If you expect good service, this is not the place. Investigate before you buy.
STAY AWAY GUYS!! I would rate this as one of the worst experience I ever had dealing with customer service. When the rep call you and tell you the details they will purposefully hide the fact that there is 3 YEAR CONTRACT and I cannot just blame them. I SHOULD have read the FINE prints. Anyways, after the first 3 months, the app is gone where you can arm and disarm your home if you are not at home. I called and they said you have to upgrade to a 50 plus plan to get an app and remember I am paying 34.99 a month.
During that conversation I figured out I have a 3 year contract and in order to cancel the service, I have to pay 80% of the remaining months. SERIOUSLY, in 2020 you have to pay 50$ plus a month to get an app and what you get is absolutely not worth the your valuable money. Customer service is terrible, you leave your call back number and will NEVER get a call back. "There is zero calls ahead of you" if you hear this message, your call will be answered in 15 to 30 mins.
My contract was up in December. After 3 years and 3 months I was not using system cause am homeless but still was paying. Now almost 6 months after cancelling they still billing and refused to cancel. Help.
TLDR; Poor customer service and “average, at best” products. Also, expect to pay two additional months of service for cancellation minimum or significantly more if contract not completed.
I purchased service from Frontpoint in late 2015. Initially, I had no issues. To me, the DIY installation was a convenience if done correctly. I soon learned that trying to get any issues resolved would be like pulling teeth. Customer service at Frontpoint leaves a lot to be desired. From my experience, it seems their tactic when faced with an issue is to give you a “run around” answer until you get frustrated enough to give up on the matter.
I recently moved on military orders and had to cancel my service upon the sale of my previous home. When I requested cancellation of service, I was told a 30-day notice is required for cancellation. Though I feel 30-day cancellation notices are a little outdated in 2020, I realized it was probably in the contract and I overlooked it so I was willing to deal with it. However, I was then told I would have to make two more payments. It doesn’t take a genius to realize two months is more than 30 days. I asked the customer service rep why two months payment were required for a 30 day notice if I had already completed my initial 3 year obligation. The rep continued to give me different versions of “I don’t know; that’s just what we have to charge to cancel service.”
Frustrated, I asked to speak to a manager/supervisor and the rep tried to tell me there was no one else to speak to. After I pressed the issue, she finally said she would forward my call but couldn’t guarantee I would get an answer. I ultimately did get an answer and the supervisor was able to remove the second monthly charge but only because I had military orders for my move. Had I been able to receive the same result without the continuous “run around” from the first rep I spoke to, my review would be significantly different. Ultimately, Frontpoint’s service is nothing special and certainly not worth the headache of having to deal with their customer service regardless of their price compared to competitors.
I purchased an alarm system from Frontpoint and was told I had a two year contract. After 2 plus years I moved and called to cancel. It was then they told me I had a 3 year contract. They said I could get the new owners to finish the contract. I sold the equipment with the house and could not take it with me. While I had the alarm system the motion detectors never worked as they were supposed to. They never addressed that problem. I could only set the alarm partially protected.
Also one sensor kept going offline and their solution was to move that sensor closer to the control panel. It was already within 8 feet. They never offered to send me a new sensor. Now they want to charge me for a system that they never made sure was working. Also, I don't even have the system. I paid over $400 for the original equipment. Do not buy into this company. You will not have any recourse. They will hold the contract over your head. You will be able to cancel and they will not have a reason to keep your equipment working.
Updated on 09/09/2020: Hi there. I been with Frontpoint for almost a year now and I have had nothing but trouble. The alarm goes off. I get home the alarm is going off in the house. They never call you or the police. They are the worst co I have ever had. They said no contract but they lie about that if you try to cancel they charge you the monthly fee and for 4 years. The system is a cheap system if any. Do yourself a favor. Go with ADT. I called them today about my alarm. 65 calls ahead of me. The system said a 3 hour wait on the phone or leave a number and they will call you back. They never call back. I am filing a complaint with the Attorney general office.
Original Review: I did not run a reviews on this company. What a mistake I made. Do yourself a favor go with a high rated company. Ok first the equipment is low end junk. Their customer service is awful. You ask them a question. They don't know the answer. They just hang up. I have had them since Oct 2019. My alarm goes off all the time, now the Police dept wants to charge me for false alarms from now on. I was working in Boston. The alarm would go off. They call me and ask if I still wanted the police to check out the house.
One time I was at the store shopping. They called. It was so long before they called the police. It took me 30 mins to get home. I was home for another 15 mins then the police show up. I asked the officer when they got the call. He told me like 3 mins ago. I have called and complained. It does no good. They really don't care. They figure they have you locked into a contract. But just let them take you to court. They will lose for bad service. You just have to keep all your records of everything that goes on.
I had been a certified Frontpoint Home Security owner for 5 years. It was good for a few months and them it went down hill very fast. The door sensors are keep on falling off the doors due to poor and weak adhesive. (False Alarm). I have not used my garage door sensor for 2 years due to faulty sensor. (False Alarm). Because of these false alarm I was cited by my city police dept. Many times.
Their customer service also became very sour as I request to canceled my services Dec 2019. We move to Texas Aug 2019. We continue to pay for the services while our house was in the market. And sold our property FEB 2020. 2 months had passed March-April 2020 with no more charges and it came to my surprised today, I saw a charged from front-point May 1st 2020 $44.99.
I called them to try to get a full refund I got transfer to 4 different people and I was on the phone for about an hour. I asked to speak to their supervisor I been told that they are too busy to talk to me that I will only get their voicemail per Keith ** (Frontpoint Agent.) It was a dead-end conversation and I have to hang up. I have to call me bank WF to dispute the charges. Waste of time, waste of money. I was paying $44.99/month for 5 years plus the city citations for (false alarm) and they are NOT willing to work with me to fix their un-authorize deduction from my bank account. (Please look somewhere else)
I have been with this security company for almost 8 years as my area, it was difficult to get this service and at the time of purchase this company seemed most promising . They are overpriced, their monitoring system leaves a lot to be desired, I received notifications on my cell phone 24 hrs later, we removed the system, and called to cancel, even in the current pandemic they charged a cancellation fee of one month. Their dispatch service is not open 24 hrs. Customer service is rude. Do not purchase. Lots of new security services, much cheaper and more reliable. Only regret is been with the company for such a long period.
I bought and installed a system several years ago. It was easy to install and the service was decent. However, when I moved into a house that already had a system installed I went to the Frontpoint site to cancel my monthly monitoring contract. On Dec 5 or 6, 2019 the site directed me to call which I did. The phone representative tried to get me to transfer the account to my new home and when I rejected that he pushed me to refer the buyer of my old house. I explained the we hadn't yet sold the old house. He very reluctantly accepted my cancellation. I had been paying the monthly monitoring fee automatically via my credit card.
In Mar I received a letter stating that my account was past due. This caused me to check my credit card account where I discovered that I had been charged for Jan and Feb. Frontpoint "explained" that I had not cancelled in writing and that even if I canceled it was their policy to bill an extra month. They have called my home phone, my wife's cell phone and my cell phone repeatedly to try to collect. So, while the system is good, I strongly recommend against buying. Go with a more honest company.
Been a customer for 8 yrs, during which the alarm has gone off countless times to the point that when it goes off, we assume it is a false alarm. 3 months into a new contract that I would like to break but can't get the manager on the phone. I can't believe the level of incompetence in their customer service and their disregard for customer satisfaction. I wouldn't recommend Frontpoint to anyone!!
This company is full of shady practices that continually try to lock you into a contract for exorbitant prices compared to the competition. I have been a Frontpoint customer for 5 years. I originally went with them because of the positive reviews on the web. They initially had me sign a 3-year contract, and that was without any sort of discount. On top of that, I had to install the equipment myself. Looking back, I would have been much better off going with a local professional alarm company. They would have installed the equipment, and I would have gotten a discount off of the equipment for doing a contract. The monthly cost would have been about the same. But I was in a hurry and hindsight is always 20-20.
Initially Frontpoint seemed to have good customer support. I had a couple of sensors fail, and they were quick to send me new ones. Then I had an image sensor fail. I was told the sensor was not being made anymore. This was an outright lie. The sensor is still being made, it just doesn't work with the newer (and proprietary) hub they switched to. So they stopped offering them. I still had the older touch screen panel which it works fine with. But whatever, I just replaced it myself as it was now out of warranty.
Then recently my panel itself failed. Frontpoint support half-heartedly tried to go through some steps to revive it. But that was fruitless. They were quick to say the panel isn't being made anymore. This is somewhat true, it's not, but there is a newer version of it available, Frontpoint just chose not to offer it, and instead they offered their own new proprietary panel/hub that only works with them. My reward for being a customer for 5 years? Absolutely nothing, unless I signed up for a new contract with them for 3 years, and still I have to pay $250 vs $400 if I did not do a contract. If you go to their website, a brand new customer can get that same combo (plus some extra sensors) for $200, and without a contract! What a way to thank a customer of 5 years!
So I decided to switch to another alarm.com provider and purchased the upgraded panel myself ($300). It worked with all of the old sensors fine. My price dropped from $45 a month to $19. For the exact same service, same app (minus the word "Frontpoint" on it) and no contracts. Now comes the fun part. When I call to cancel Frontpoint, they tell me I have to not only finish paying the rest of the month (ok, that's fine), but I also have to pay an additional month as well! When you cancel it doesn't "apply" for 30 days, that way they can squeeze an additional monthly payment out of you. And all this time, my panel is busted, and I am paying for a service I cannot even use at all!
As I start arguing about having to pay the extra month, I ask to speak to a manager. After 15 minutes of him telling me speaking to a manger won't change anything, he finally agrees to transfer me. It's quiet for a few seconds, and then he just hangs up on me. When I call back (speaking to a other person), he tells me he doesn't have a manager, and that he has the final say so, and there is nothing I can do about it. He then also hangs up on me. After I call back a 3rd time (again a different person) I am furious at this point and demand to speak to a manager. He first refuses to transfer me unless I first tell him the reason and go through this same conversation a third time. After a lot of yelling, he finally agrees to have a manager call me back. 3 days later, I still haven't heard a word from them. Maybe I'll hear from them after I dispute the charge in my credit card, we will see.
Their customer service is terrible! Stay away from this company! They took the money from my Visa card almost instantly. When I changed my mind the next day due to their extremely high prices, it took them a whole week and four phone calls to receive a partial refund. They deducted $100 from the amount refunded! Nobody does that! I have always received full refunds for cancelled orders from Amazon, Walmart, Costco and others.
I wish I was never introduce to this company and here it’s my story. During these COVID tough times, I moved to a new house in NJ and the previous owner had a account with this company. I thought I had the chance to quickly take the previous account so I don't have to stress about security. After 6 days trying to “recycle” the previous owner account it was not done properly. I informed them every day on my calls that the previous owner still had access to the cameras and they were not able to do the move properly. Almost every day for 5 days, I spent around 30-45 min on the phone going back and forth with different agents so they can figure out how to do this properly. The previous owners and I signed paperwork the first day I spoke to them and even with that I lived in a new house the last 4 days where the previous owner was looking at everything in my house and still I was not able to manage my “new account”.
Finally when I decided to tell them that I don’t want the service, they told me that the only way I could “cancel” a service that I never received was to Pay a month in advance. I tried to even explaining my situation to a supervisor and he said he could give me a full month for free only if I stayed with them but if leave I had to pay. Even during my conversation he realized that my “recycle process” was not done fully and he finished so they have more “excuses” to charge that month in advance. He didn’t even know if the credit card they had on file was mine or not. This is the worst customer service experience I ever experienced in America. Also how can a “home security” company could let me lived during 4 days with someone else accessing and looking at all my movements in the house.
I've been a customer for nearly 10 years, but their rates keep increasing with no new or added benefits. I called to cancel my subscription and they insisted on charging me for next month's fee because I called in 28 days before the end of the month rather than 30 days. This is after them telling me how much of a loyal customer I am and how grateful they are to have me as a customer, but when I tell them I still want to cancel, they say they're "required" to get another month's fee out of me.
I used their service when I was in a vulnerable period (being stalked) and they took complete advantage of me. The initial person who I talked to (the salesperson) appeared very nice and helpful. He got me to sign and failed to tell me that I was signing a 3 year contract! When I called to cancel the "customer service" representative was extremely rude, and told me that I had signed a legal contract and had to abide by their terms. I would have to pay 80% of the remaining months in addition to an extra month to cancel. There was no way I could afford that, and he threatened to send my account to collections if I did not pay.
A lot of these reviews mention contracts and Frontpoint does offer contracts but you get certain discounts for agreeing to them. Their equipment is super reliable and anything that breaks they fix quickly, for me it’s only been the panel and one sensor over my last 8 years as a customer. They sent the new panel overnight and the door sensor with FedEx ground. Both were free of charge and they gave me a prepaid label to send the old items back.
The complaints about the contract are ridiculous, you signed it and took your discount but now you want out for no good reason. Please. Stop trying to ruin a great company's reputation with these overblown exaggerated complaints. You probably refused to let them help fix the issue and/or just decided to not have security so you complained online hoping they would fold. You’re the problem, they’re a phenomenal company. I’ve been with a dozen other security companies and never had such a great experience as I’ve had with Frontpoint. If you’re reading this and having second thoughts spend a little more upfront and do the month to month deal. You can always upgrade to a contract later and get your discounts. You won’t be dissatisfied.
Could never get it to work properly and then had a break in at which time the unit was broken along with other things. Phoned the company to be told it was not their problem. Definitely do not consider them.
First of all Frontpoint uses abusive business practices. They make it very difficult for you to cancel the service, even after you have completed the term of your contract. In order to cancel, they require you to talk to an "account Specialist", but you can spend hours on hold to speak to the cancellation department. Completely abusive. When you don't play their game of cancelling, even though I spoke with several "other" company representatives and wrote them emails, they threaten to report me to a collection agency. Once again. Customer abuse!!!
As far as the technology. During my three year contract, I dealt with the failures of multiple sensors, such as door and motion. These constantly reported "tamper" failures and resulted in multiple false alarms. I can only conclude that the hardware is very cheap hardware and fails in the short term. The one thing that works well is the mobile app. I have to agree, but all the other problems do not justify this service company.
Where do I start? The equipment is shoddy, keypad constantly fell apart. Sensors kept falling off of the windows and doors even though I spent hours on the phone with a "technician" that knew next to nothing about the product. This resulted in many false alarms (the last one they did not even alert me about!). It was difficult to understand the instructions on how to position the sensors (and I am an experienced "do-it-yourselfer").
When it came time to cancel my service at contract end (36 months is a very long contract!) I followed the "rules of submitting your request in writing and before 30 days of end. That was not enough, they claimed I owed 2 more months and kept hounding me with texts & unsolicited phone calls. I finally broke down and sent them the additional 2 months just to get them off my back. I just received a letter claiming I now owe a higher amount and apparently they have lost my check. I have thrown their equipment in the trash can. This company is not worth your time, money or sanity to deal with on any level. I give them an F!
They lock you in a contract for years and when your contract is up, they will tell you that you are required to give a 30 day notice of cancellation. I gave this notice a year ago and they still continue to debit my account for a system I haven't used in 2 years. DO NOT use this company unless you like to throw money away. They are such a SCAM and customer service is ridiculous. THERE IS NO SERVICE AFTER THE SALE!
The red flags are the credit check and 3 yr contract. They will do a great job convincing you their product is easy set up and a great value. It’s not!! We are pretty tech smart but had to hire an expensive electrician to get their outdoor cameras up. After being here an entire day, he couldn’t even get them working. We had to buy multiple WiFi extenders just to get them in use (more expense). We ordered 2 doorbell cameras as well for 2 outdoor doors. One worked fine but the other would not work with our newer doorbell system (even the electrician could not get it to work).
Of course all this work took more than the 30 days they allow you to return so after a very long phone conversation with 2 people including a manager, they refused to exchange the doorbell camera for a different type of camera or offer any other type of consolation. Essentially, we have a doorbell camera in a box that is useless. Cameras do not record continuously, only when motion is detected. Very overpriced considering how little they do for you. Only positive is clear picture. App is unreliable. If you cancel before 3 yrs you are expected to pay 80% of what is still owed which is nuts!
Keep in mind with technology the way it is that in three years whatever you did buy is probably not gonna work well anymore anyway and you’re going to need to buy all new stuff. This is a company that basically knows they have people trapped for three years. You could just buy a nice set of cameras yourself and avoid the monthly cost. Do your research and save yourself a lot of work, money and frustration.
Loved the phone app and thought it was included. Nope, it wasn’t; and I spent hours on the phone to figure out why I was upcharged. NEVER USE THIS COMPANY. They offered to let me cancel for the entire cost of two years of service. NEVER BUY FROM THIS COMPANY. Ya I kinda hate these guys. Don’t waste your time.
Scammers! Buyer beware when signing a new contract. I have been a customer for over 8 years and one day my panel went down. After calling customer service and attempting to remedy it, they informed me that my radio signal went down and I will need to "upgrade" my system. Being that I was out of contract, they needed me to sign a 3 year contract with them. I was okay with this and after some convincing they gave me a better monthly rate and some replacement equipment.
Everything was fine until I signed the contract and the equipment arrived. The system is definitely newer and more modern, however, we lost the feature to turn off all of our Z-wave lights with the button on the alarm panel. The argument was that we don't need that button on our panel and that we could always download the app on our phone. Another "option" was putting a tablet next to our panel for use. They also have a touch screen system, but we would have to pay the difference in cost. This is a matter of principle. Why would I have to pay more to restore the services I already lost? I know it's just a button feature, but making a long term customer pay the difference is just terrible business practice.
Needless to say, we are locked in a contract and lost a feature. The "three day" resignation begins when you sign the contract and not when you actually receive the equipment. And there's the kicker! After I signed my new contract, my old equipment mysteriously starting working again. This has scam written all over it, and to screw over an 8 year customer is a new low. Though I can't get out of my contract, the best I can do is tell consumers never to sign up for them. Tell your friends!
The cost of monitoring my service is $45/month which is crazy! Other companies offer this service for $200/year these days. It seems like they sell their service for a lower price now but didn't proactively let me know. I'm really disappointed in Frontpoint. Technology and service models are changing but it doesn't feel like Frontpoint is changing quickly enough. Oh, and they make it a bit too difficult to cancel their service. I sent support an email explaining that i'd like to cancel. They referred me to another team that I would have to call. No, they couldn't just forward my email. And then when I call and talk with the rep, he says I have to respond by email. REALLY?
Stay away from this company and their contracts! I signed up for a $35/month system and for the first 30 days it was great. The day my trial period ended the app stopped working and so did features on my system. I then found out those were all extra!! So to keep what I needed my payment was $50/month. I was nervous about signing such a long contract but was assured if I had a big life event and called them and explained the situation they would work with me. I was told this is a family company.
Well when I called after being hurt and out of work seeing about changing to a lower plan or something to help me financially I was told I was still under contract and nothing could be changed until the last 12 months. I was told I signed the contract and had to keep paying my plan regardless. I even offered to pay out a portion of my remaining contract and was told I had to pay everything plus a ridiculous cancellation fee to cancel. So much for a family company! Be warned and don't make the mistakes I did.
The best way to keep your home secure is by not allowing these crooks to get into your wallet. Three years worth of service paid for a system that never worked, called 45 days in to return due to it being inoperable and wanted 80% of that contract to cancel. Tried cancelling 2 months prior to it ending, and then they switch to you still have to pay another month on top of this one, which means 2 months worth.
Customer Service reps are by far the rudest, but probably because they are used to dealing with too many people who they have driven angry over the 3 years. Their customer retention rate speaks for itself and the fact that they put you on 3 year contracts with 80% penalty speaks volumes of their business ethics and concern for doing the right thing. Do yourself a favor and go with Nest and leave these prehistoric crooks keep ripping people off until they run out of them and they file bankruptcy. This has been the worst experience I have had ever with any company. Period!
DO NOT USE THIS COMPANY FOR HOME SECURITY! I experienced 2 faulty products that almost created a house fire from a wiring shortage in the camera. I have a teenager and pets at home who are suppose to be safe, especially when having Frontpoint as a security system. When I discovered a window sensor burnt from the inside out due to the battery, I was done. I called Frontpoint’s customer service stating my reason for wanting to cancel my contract. Even with sending in proof of their camera almost burning my house down, I was told it would cost me $1,000 to end the contract with them. I refuse to use their products in my home any longer and I’m forced to pay the monthly bill until I have an extra $1,000 laying around to end my contract with them. TERRIBLE BUSINESS ETHICS!! If you’re in the market for a home security system, keep searching. Maybe for one that doesn’t have a contract, just in case.
I was reluctant to give Frontpoint a try, as I did not want the hassle of a DIY install. However, I was assured - repeatedly and at great length - this would be easy and completely hassle free. In the end, I had to hire to handyman to install my recessed door sensor. In fact, this handyman did not even have the correct tool to do this install and had to return another date to complete it. How your average person could be expected to do this install, I have no idea.
In addition, my taped sensors repeatedly fall off. When I called customer support to ask for addition adhesive to remount these sensors, the agent refused to provide it to me - telling me that I had to go buy some myself or purchase it from them for unreasonable expense. The agent then recommended that I hire another handyman to figure out a way to more securely install these sensors. This is really terrible customer support and certainly not DIY as promised. Don't be fooled by the pitch of "great customer support" - I found my previous provider (Comcast) to be far superior - and we all know that comcast is certainly not known for good customer support. Pay a little extra upfront for a different company that has your system installed by a professional!
They are the definition of scam artists. My husband and I signed a 3 year contract with them and used the service never. It is a poor security system. We had it set to cancel at the 3 year mark and they continued to charge us. Now they say we have to have 30 day written notice in order to cancel which was never disclosed to us before even though we have called over 10 times. They refuse to give us our money back and will do anything to make a dollar off of someone. WHAT CHEAP LOSERS. Will be continuing to spread the word.
There are many things I like about Frontpoint. It was relatively easy to set up, the price seemed good and, once I figured out the online interface, it was easy to manage. But the doorbell camera has gone offline several times (it blinks red for the whole world to see that it is not working), it stopped recording video for no reason until I happened to notice and had to call in and wait on hold for someone to reset it. When I updated my wifi resetting the video cameras was a huge, painful process. Each time I have called in, the problems have been addressed but these are problems I discover myself meaning nothing is ever really protected. I do not get a notification that something is no longer recording. When I bring this up to customer support they basically evade my concerns or say it has been noted or congratulate themselves for solving my problem. I don't feel this system is reliable as it might stop working at any time.
I was a Frontpoint customer for the last 5 years, until I found a cheaper alternative (by 30 dollars a month). They were charging me for features I wasn't using. I then had to listen to a sales pitch and get screamed at by their customer relations person for "not doing my research". I echo other reviewers re: making it difficult to cancel and punishing you for doing so. You have to write a letter stating that you want to cancel, and then they require one more month's payment on top of that. Beware.
Was a Frontpoint customer for years. It was alright but crazy expensive. Rates have come down greatly now because of competition. Since I'm no longer under a contract, I called to get the rates that Frontpoint now advertises on their website. The man told me that those rates were a typo, but he would take $5 off my monthly rate. Well, the going rate is $25 lower. He pretended not to know or believe me, till I told him exactly where on his own website! Then he acted amazed. Then he said that if I discontinued they would continue to charge me, because it's in my contract. Totally untrue, it's not. I have switched companies now, paying 1/2 of what Frontpoint charged, they have charged me again, and I'm disputing with my bank. Stay away from this company!
Frontpoint security was super easy to install and learn how to use. The price is right too. I own a physical medicine clinic and we put up cameras in all the public places to keep an eye on things just Incase anything weird happens. We really like it and it gives us peace of mind. The videos are easy to access on my phone 24/7. It’s already helped us a lot with issues that we would have had no control over had we not had the system in place. I highly recommend it. The cameras are magnetized so they just pop right on and off for easy charging. We thought the charging part might get old but but they run 24/7 and we just take them down once a week and they quickly charge and then we pop them right back up. We put small pieces of tape on the back of the cameras to label which ones go where. It’s so simple and we love them. Great purchase.
We have had nothing but excellent response to alarms. They go all out to contact you, or your listed contacts to ensure you and your home are safe. We have been with Frontpoint since around 2008. GOOD JOB!
We had had FrontPoint for many years. Four different houses in four different states. Just notify them, disconnect the system and reinstall at new address. Never a problem - worked great THEN! Installed system in current location - no problem for about a month until we replaced it with their new hub and keypads. Several times a week it shutdown and I spent hours on the phone getting it up again. I moved the hub at least 3 times. They told me the keypad was too close to the hub then the keypad was too far from the hub. False alarms in the middle of the night. Smoke detectors went off. FrontPoint said they were old.
Weeks without protection until new ones arrived. 1 of them went off. There have been multiple false alarms all pointed to a sensor that was not tampered with and fixed itself? I don't think so. The keypads go blank and per Frontpoint, you snap the front off and snap it back on and magic - it works again. We are in the process of breaking this contract after so many years of great service - really sad.
Frontpoint is an extremely expensive service and this cost is enforced by bullying billing techniques. This is yet again another predatory company that makes it difficult to cancel and will punish you for doing so. You may not cancel online. - They refuse to hear it. When you call in, you of course have to listen to sales pitches to remain. Then, if you still want to cancel (and you will), you have to respond in writing that you want to cancel. Then, after that, because they want just a bit more of your money before you leave, they require you pay them one more month just like they're an evil landlord. These guys *are* the predators. We need security systems to protect us from security system companies. With options such as Ring today there is no reason to go with a company like this. - Pass and beware.
Frontpoint has been a horrible service for me.. This security system is supposed to keep my home and family safe. It should give me peace of mind that my household is secure. Instead I am constantly having to call front point to reset or reboot my system taking anywhere from 15 minutes to a hour.. Resetting password and cameras and apps. It's unreliable and apparently I agreed to a 3 yr contract. In which I dont recall. They refuse to cancel my service. They said I agreed over the phone but will not release the phone conversation. Do yourself a favor and pick someone else to secure your home!
DO NOT waste your time or money. The equipment is bad, but the service is TERRIBLE. The equipment I got was broken from the beginning. (After a faulty door lock and hours lost to reinstalling, then a motion detector gone rogue, the camera they "gifted" me does NOT activate with outdoor motion and never records, and now the panel's internal battery has been dead after only 2 years). But worse is the absolutely god awful service that will leave you wanting to pull your hair out.
Recently they called me 30 times to update billing info, and as soon as they had my CC info, they DOUBLE CHARGED me. I had to waste more time to request the refund. I've now called 5 times to try to cancel the account. Every time, when I reach a verbal agreement with the agent, they follow up with an incorrect email. They tell you on the phone after hours of talking that you can get out for X amount, then the email has the wrong dates of termination, the wrong amount to finish out, AND has an extra charge that they promised they'd take care of. It's LIES, LIES, and LIES. Don't do it. You'll hate yourself.
We've had Frontpoint for 8 years. We had some superior experiences, specifically with its internal flood sensor. It saved us thousands of dollars. Externally, their system is deficient. I had $40 exterior cameras that operated superior to Frontpoints. Frontpoint excuses have been we have a brick home, that we have other wifi units interfering with theirs (who doesn't have other wifi devices these days) and that the electrical wiring interfered with the wifi connection. In short, don't use frontpoint if you desire an external component.
We signed up for Frontpoint in November of 2017. At first, we were happy because we were working 3hrs away and only home on the weekend. About a year into the agreement we began to experience numerous false alarms with subsequent letters from local police threatening charges for additional false alarm calls. We turned off the system and worked with Frontpoint. It took several months and numerous calls to pinpoint the issue as a bad door alarm.
Unfortunately, in process we lost our confidence in the company and simply turned off the system. The issue is we have a system we are tied to for the three full years but will not be allowed to cancel even it has not been turned on for over 6 months. My call to support yielded a long call where we were offered a $5/month but also required to extend the contract? At about $46/month, we will be wasting around $900 for ugly wall decorations. Three years is simply too long to be forced to keep a product I am so dissatisfied with.
If you decide to cancel your service with these guys they will charge you at a minimum one extra month and more then likely, which is my experience TWO MONTHS. This is just short of $100 for a canceled and unused service. These people are shady. Do not use them. They require you pay an extra month when you cancel. Even if you are only 1 or 2 days into the month you just paid for, which was my situation. So I am getting charged for TWO MONTHS AND ALMOST $100 FOR A SERVICE I DO NOT WANT AND AM NOT USING. I paid faithfully for over 4 years for this product, you would think for such a long term run they wouldn't need to rip me off right at the end. This is a lousy company, run, don't walk away.
Looking for a company that does away with your 30 day free trial and has ridiculous customer service? Then, Frontpoint is the company for you. I made the mistake of purchasing Frontpoint as a 2019 Christmas present for my sister and her family this year. I took "advantage" of their black Friday deals. I explained that this was going to be a Christmas present and I wanted the package delivered one week before Christmas. The representative told me that the 30 day free trial would start when we called to activate the system.
The system was delivered the second week of December, past the promised date. I can confirm this because I placed a second order for a key fob on 05 December 2019 and it was to be delivered with the rest order. I receive the system, my sister calls Frontpoint, we transfer everything under her name, and it seems everything is set. From the beginning we had to call technical assistance due to one of the sensors not communicating from the hub properly. I receive an email on 13 December stating that the 30 day trial had started, so this lets us know we have until 12 January 2020 to return and get a full refund. Not for this company.
My sister had to call multiples to technical support about the same problem and it wasn't until about the 30th or 31st that they decided to send her a new sensor. She called on 02 January 2020 to try to get a free trial extended as her system had not been working properly. To all of our surprise, the "30 day free trial" expired on the 1st of January. She tried to explain to the manager that I did not receive the equipment until the second or third week in December and that I had an email on the 13 December stating the 30 day trial had started. He told my sister there was nothing he could do as the free trial was over. She went ahead and cancelled her account and they still charged her an extra month. I tried to call Frontpoint to ask for the corporate office number to resolve the issue and they gave me another number for Frontpoint main number.
If you have an issue that cannot be solved at the manager level, you are out of options. False advertising and untrue to their word. If you want to wait at least 30 minutes to talk to any type of representative, this is the company for you! God forbid you have to talk to customer support, because that will get you another 20 minutes. Go ahead and test this for yourself, call Frontpoint and compare the wait time to speak to anyone between new customer and existing customer. That will give you an idea of what you are going to be dealing with. I am embarrassed and disappointed with Frontpoint, I used to speak very highly of them and recommended them a lot. Not anymore Frontpoint. I will share my experience along with my sister as much as I can so people do not waste their money on faulty equipment, long wait times, and horrible customer service.
I liked the service itself, though it's a little pricey and they require a significant contract period of 3 years. After my 3 year contract was completed, I shopped around for a more affordable alternative and eventually decided to sign up with a different home security provider due to budget restraints. When I called to cancel, I was on hold for over 35 minutes before I could talk to a representative, and Homepoint will give you a super hard sell to keep their service. On top of that, they will not cancel immediately over the phone and prorate your month. They will send you an email that you have to reply to where you “clearly state” your request to cancel, and you must provide a 30 day notice, meaning your service has to run at least the next 30 days. But wait, that’s not all! If your request to cancel is not received before the 5th day before that particular months end, you will be charged for the current entire month PLUS a full month for the following month!!!
Total scam and rip off!!! They “claim” they have to prepay their vendors for all the wonderful service they provide but that’s obviously just a money grab. If they can’t strong arm you into staying with their service, then they’re gonna stick it to you! Yep, once they know you’ve figured out their game, they know you’ll never cone back, so they craft their contract to exact as much financial pain on you as possible. They sure don’t discuss these details of the contract when they’re signing you up for service, so buyer beware. Don’t get T-boned like I did on the back end!William **
When I sold my home I cancelled all of my utilities without a problem. Not so with Frontpoint. They told me they had a 60 day cancellation policy. My initial contract had been fulfilled and I was on a month to month basis, but that doesn’t matter. They are an internet company but to cancel they require you to write a letter. So I wrote the letter and paid for two months for a house I no longer own. Now two months later they are still charging my credit card. Forcing me to spend more time and energy to stop paying for something I have not used in months. Frontpoint refuses to cancel. Don’t even think about getting involved with this scam!
The good points about Frontpoint are that the system is easy to set up. Oh wait - that is the only good point. The cameras are WI FI only and they stink, they constantly lose the internet link. I called every week to reestablish the link through customer service. Oh yeah and good luck reaching customer service. I just sat on the phone for 20 minutes just waiting for the pleasure of speaking with a very sarcastic "customer service" rep. The cameras do not interface with my internet well and I have a billion months left on my contract. I explained multiple times and said I would eat the cost of all of the equipment and fees paid just to end my contract. But apparently this is the only way that Frontpoint can maintain business - billing the customers that have 3 year contracts. URGH - keep looking - I would recommend anything else - this company is so not helpful.
Do not sign contract! I never used this service and attempted numerous times to cancel which they ignored. After harassment over cancelling I agreed to pay 202 settlement for breaking contract, they never answered, 6 month later they have 1100 reported on my credit. Very unethical company.
Do not sign a contract with this company. I have fulfilled my contract and gone over by 3 months because they constantly block all attempts to cancel your account by either not sending emails or recalling emails for contract cancellation before I can sign them. I believe this company is just using these ploys to keep charging customers for several months beyond the time they wish to cancel. Legal action needs to be taken against this company.
A company should be based on how it treats its customers as well as the employees. In my case, I'm both. They're unprofessional in all aspects. I had numerous calls about failed equipment and dealt with policy changes that don't benefit the customers, but benefit the company. They treat their employees the same, bogus policies that prevent even the hardest of workers from keeping their jobs. Take your money elsewhere. They'll take you for all you have.
I have been with Frontpoint for a number of years. My backup battery stopped working, so they sent me a new one (billing me of course). The back up battery did not work and they would not send me a new free control panel without a year contract. I am retiring next year and do not know where I will be living. You would think that after being a customer for years, and elderly, they would take the customer more into consideration. (They are even no longer using the control panel I have). I will be using another alarm system when I move, for sure. Very disappointed in their service.
If you like poor customer service, a contract which is difficult to cancel even after the original term has ended and continual price increases during your contract period then Frontpoint is for you. I would not recommend this company to anyone. After fulfilling my 3 year obligation which included 8% price increases with no improved technology or additional services I realized the contract could only be terminated after 30 written notice. To me it’s just a money grab from a poorly managed company. With so many security companies out there find one that appreciates customer loyalty rather than one trying to take you for that one more payment.
I had the system since 2010, billing date 4th of the month. I had "lifetime" price guarantee. they upped the price. Later they said because they switched me to a month by month (but they contract was higher too and would have cost more so still no price guarantee). I got double billed, what a mess to clean up, months worth. Some sensors don't even work. Now I try to cancel, tried calling on 11/30, they don't work, tell you you have to call back Monday. Called back, now on my month to month contract they are going to charge me again 12/4 (they say the first, but they don't my billing has always been the 4th) and January 4th because I didn't cancel 11/30 in writing (because it said i had to call fist and talk to them)--for a month to month contract!!!
If I had any doubt of leaving, gone! I won't consider coming back now if things don't work out. Go read Better Business Bureau reviews. Complaint after complaint even after people who try to cancel. They are desperate for money and will keep billing you. I'm sure that is also the reason you can't review them on Facebook or other business pages by them. Used to be 5 stars, now they are horrible.
I had a Frontpoint security system at a warehouse I owned for better than 7 years. I sold the warehouse over 15 months ago, and immediately called/wrote/called again NUMEROUS times. They are still hitting my credit card, and dealing with the STUPID IDIOTS entirely too many times, I’m taking legal action, and having a company acquiring the names of their existing and previous customers so that my attorneys can file a class action suit against Frontpoint”less”. This company is screwing people to the wall. They’re lying thieves, and a way below average security company.
I signed another three-year contract because my control panel malfunctioned. They would not send me another one that I signed a new contract. I should have never done that. All the equipment is old and janky. Now it's failing one by one. They tell me if it's over 3 years old even though I'm under contract they won't replace it. Stay away from these people. I left them a poor feedback and they harassed me for weeks. They use very poor and outdated equipment. I will switch as soon as I can.
We've had Frontpoint for about 13 months now. In the first month, there were lots of issues, which customer service fixed without putting up a fight or making my life harder (sending out long range sensors when regular ones didn't connect to the panel, sending out extra sensors when ones failed, replacing glass break when it kept malfunctioning). We moved our panel around several times based on the recommendation of the rep because of interference issues (tv, refrigerator, washer/dryer, microwave). We even sent some of the free sensors back because they never worked due to being too far away from the panel (They claim 100 feet of range but ours wouldn't connect 35 feet away because of two bedroom doors it had to go thru). I finally just gave up on the idea of whole house security with this system and let it go because I was tired of being on the phone with them. Should've returned the whole thing at that point.
We didn't have any issues for the last year with the panel or sensors. Some of them did fall off but we just bought our own tape from Home Depot and that resolved the issue. We even had one false alarm and they called pretty quickly. Now the sensors have started to fail. One sensor in the main living area keeps going offline. This is a main break in entry point for our home so puts us at the highest risk when it goes down. The first rep claimed it was because we didn't open the window enough to keep the sensor active. We have plenty of windows we don't open that haven't been a problem. Then, despite it being in the same location without issues for the past year, I was asked to move the panel because it was too close to the electronic items in the kitchen (microwave, refrigerator).
When I moved it to the laundry room, which is in the middle of the house, they claimed that counter height was not high enough off the ground and may be too close to the washer and dryer. Then another sensor went offline but came back online on its own. But the main window sensor keeps malfunctioning and now they claim it's too close to the 1 TV we have in our home. I was told that routers, TVs, refrigerators, microwaves, cameras, or any electronics will cause interference with the system. Our living spaces are open to each other without any walls in between so I can't believe they're claiming it's the TV that's causing a problem when there is also another sensor on the opposite window that hasn't had any issues.
They won't even entertain that idea that the sensor might be the problem even though it's the only one causing a problem. We've had no issues for the past 13 months until recently and nothing else has changed in our home. If this had happened in the first 30 days, I guarantee you they would be sending me a new sensor to resolve the issue. But now that I'm stuck in the 3 year contract, they don't care and will likely continue to give me the run around until I just break down and buy another crappy sensor.
So Frontpoint is only for you if 1) you have no electronics in your home 2) you don't own any home appliances 3) you live in a home that's very small with no walls or doors. I should've just went with a professional install. Apparently cancelling is a nightmare so I'm ready for that. I'll send my cancellation notice via email, fax, certified mail, and carrier pigeon if necessary. Luckily, my best friend is a consumer lawyer. When you call in to ask about how to cancel, record the conversation so that details aren't missed and you can say you followed their directions. I've stopped recommending frontpoint after this.
This company has a fantastic PR team that does a great job of only highlighting the experience of people who recently signed up but buyer beware! They are super nice when they are trying to get your money but that quickly goes out the door when they have you think about your experience in general - what companies require contracts? Those with terrible customer service who use 3 years sentences to force you to keep their service. Companies with good products don't have to force you to stay!
The customer service is terrible, the products are grossly overpriced (2 can buy 2 ring doorbells for what they charge for their no name brands), and even the monitoring is questionable. My cellular would go out regularly (your service is on it's own cellular network) without warning and not a peep from Frontpoint. I would have to notify them that once again the network is down and I live in a major city with great cell coverage. Save yourself the headache and read the reviews from customers who have had this crappy service for more than a month oh and yeah don't even get me started on the painful cancelation process! Pretty much as the other 1 star reviews have stated. Again no surprise. They rope into a 3 year contract.
Frontpoint has terrible customer service and will not admit to dropping the ball and definitely won't apologize for it. Look elsewhere for quality customer care and service. I regret buying their service and you will too, especially when it comes time to end your contract with them. In my case, they requested an email formally stating we wished to terminate early. We sent that off and never heard from them, assuming it was over. The individual we worked with then didn't do anything with the email and we were still being charged. This went on for months. When we called to get to the bottom of all this and get this cleared up, they really didn't go out of their way to make this ok and I found out we weren't the only ones that had been charged after a cancellation. They made a big deal of us being a 3-year customer and they were sorry to see us go but when it came to rectifying what had happened to us, they really dropped the ball.
A number of months ago, we purchased a security system from Frontpoint. We live in a rural location, so I was concerned about the upload speeds, since cameras were our primary objective. I was told that upload speeds of around 1.5 mbs would be required for each camera. When the equipment arrived (and before unboxing) I was advised by tech support to download a speed test and check the internet speeds. When I checked it, the upload speeds were not as required.
I then called tech support again about returning the equipment and the guy told me.."it will work with speeds that low". IT WILL NOT!! My fault for allowing this fiasco to extend beyond the 30 day trial period, so not they say "no refunds and the monitoring fees still apply for the duration of the CONTRACT". Ummm...nope. I will contact the CC company, notify of deceptive sales and cancel all future payments. I would NEVER recommend Frontpoint. Please move on to a more reputable company. Also, I boxed up all the equipment and returned it to Frontpoint. Now they tell me they never received. Should have guessed.
I had Frontpoint for over 4 years and I did not have any issues with them during the initial set up. I had some problems with the system later on where the commands from the app will not transmit to the system as expected. Those issues were addressed by customer service and things went fairly smooth. The customer service hours were a major let down because if you have a problem activating your service from app at night and if the signals don’t transmit, customer service cannot help you right away.
My biggest issue with them came when I tried to terminate my services. I called them first to ask them if I was under contract and if there was any additional fees prior to cancelling the contract. I was told that I was not under contract and I just need to let them know before end of month to terminate the contract. After this, I proceeded with installation by another company. Then when I called Frontpoint to cancel, they tell me that I am bound by contract for another month and 20 days.
When I said that I just called few days ago, they replied that they will try to train their staff about the contract but they cannot do anything to let me terminate sooner. I found this extremely frustrating because I called them prior to switching to ensure I don’t have to end up paying 2 services simultaneously but Frontpoint did not own up to their employee’s mistake. Based on my last interaction with them, I would never go back to this company in future. It’s not a matter of money but the fact that the company will not own up to their mistake is unacceptable.
I read other reviews before writing mine, just to make sure I wasn't the only one getting ripped off by Frontpoint. Just like the other people that wrote about this. I canceled my account, went through a long process by phone and emails back and forth and finally I thought that my account was canceled, but they kept charging my account. After speaking to many representatives and three months later they are still charging my account. I had to write a complaint with the Federal Trade Commission and I also had to get my Attorney involved. Good luck if you are thinking of getting a Frontpoint system/account.
So after my main panel failed and they swapped it out. The panel they gave me failed not too long after that. I then decided to cancel. They told me I had to wait until the contract period was over. Once paying for a service I hadn't used in quite sometime, I cancelled. They sent me an email saying I wish to cancel and it was some weird 30 day notice. The fact I have to have a 30 day notice is stupid and not a very good business practice in my opinion. So now I have a service that is technically cancelled, however they are still charging me. My advice. Don't even bother with them. If I have to I will cancel my card. Hopefully it doesn't come to that.
I have been with Frontpoint for so many years until recently when I cannot afford its $40 monthly service anymore. So, I tried to cancel. Guess what, it’s not easy. Cancellation department emailed me a procedure to cancel plus a note on the last payment (cancellation is not outright). I complied with the email replying my name and my intention to cancel.
One month after the last payment, Frontpoint continued to charge my credit card for a cancelled service, 2 times, for a month of service. Apparently, my account was not cancelled. On that same day, a so called customer relationship director, Mr. Chace **, emailed me about my cancellation. I replied back upset that even though I complied with the cancellation process, my account was never cancelled and worst, was charged twice. He apologized and said he will reverse the charges. But, I never trusted his words, I called my credit card provider to block Frontpoint from ever charging again showing proof that it was cancelled 2 months ago. Forward a month after, I got a bill this time for the coming month’s service. The itemized bill says one month service for $39.99 but the total is $79.98 indicating an open invoice. However, the bill is not coming from Frontpoint but from MyAlarmCenter.
I do not know and have no an accounts with MyAlarmCenter and I find no reason to deal with them. Until now, I am waiting for an explanation from Frontpoint why my info was forwarded to another company. One week has passed, Frontpoint has not communicated at all. I am left with no recourse but to file my complaints with the Federal Trade Commission (FTC) and the Better Business Bureau so I can get assurance that account has indeed been cancelled. I would be requesting a zero invoice with a note that account is closed. Make note that if you read the Yelp review of MyAlarmCenter online, this company would not stop annoying you with bills and if you ignore to pay, you will end up in collections. It just hard to trust companies nowadays. Ba0sed on this review plus my experience, I can rate them scammers.
So this is the true Frontpoint I trusted for several years. Once you enroll, there is no way of stopping them from billing you and forget about your privacy as they will forward your information to another company if you attempt to have your credit card provider stop the payment. I will update this forum with the FTC verdict so consumers can make a wise decision before subscribing to Frontpoint’s alarm services.
Customer since 2015. Recently moved and did not have a house for a while. Took me 3 phone calls to suspend my contract, and as soon as I am back “online” I got charged for the suspended months as well.
I have been a Frontpoint customer since 2011. Moved 2 times and moved system with me. If an older sensor needs a battery change, they will replace the sensor. Some old sensors are impossible to replace batteries. Customer service and technical support have been exception and I have recommended Frontpoint to friends many times. Technology is solid. Products cover security and automation/ Customer service services the customers. Long standing satisfied customer who has added products since original contract. The one stop for wireless security!
I decided to cancel my service after having to keep it offline because of false alarms going off and in the middle of the night at 3:00 a.m. to be specific, an alarm went off and I couldn't get to the system in time so they called me and asked me for my password. I couldn't remember it and told them it is 3:00 a.m. and I couldn't think of it. They hung up and I went back to bed and a few minutes later my doorbell rang and the police were at my door and I had to explain what had happened. After multiple false alarms I turned off the monitoring and to my fault didn't call them to cancel when I should have. Now that I did I called three times, first to be told that they can't cancel service on the weekend and for canceling service and I had to call on Monday even though they advise they have 24/7 customer service on their website.
I then again called and sat on hold forever so I had to hang up since I was at work and then again today I finally got through. Their Sales rep did not come out right away and tell me that I must submit in Writing 30 days prior to cancellation notice on cancellation, but continued to hard sell me why I should stay with Frontpoint. He even had the gall to tell me I was selfish that I didn't want to pass on my system to someone else. Why in the world would I pass on something on that I would not consider for myself??? I told him I didn't want to hear his speeches about why I should stay with them as I have already completed my research and decided to go with another company.
He said that this call would take 8 minutes and he would continue talking to me and let me know why I should stay with them and I could put the phone down if I didn't want to listen. I cannot believe a company would have their so called customer service reps continue to hard sell when a customer does not want to hear it. So now I am going to have to pay for another month because of this 30 days' notice that is not information that is provided on their website that is required in order to cancel.
The only FAQ showed how do I cancel Frontpoint service? "Just contact our Customer Care team. We’re sorry to hear you’re considering cancelling your Frontpoint service. Please refer to your original contract to review requirements and possible early termination fees." My experience with this company has not been good and I would recommend using another well known company. I have sent a message to the company on my experience and we will see if they even respond. M. **
I called and canceled my service in May 2019 I noticed in October that I was still being charged for a service that was not being provided anymore so I called to get a credit they claim I was sent an email and I had to reply to it to finalize the cancellation which they didn’t tell me about when I called to cancel. I asked for these months to be put back on my card they said no because I didn’t do my part to finalize the cancellation well I just got in my email I do not have any emails from them in May. Do not use this company they are dishonest and will keep charging you after you cancel. Also they said my last ping was the beginning of June so clearly I wasn’t using it anymore.
I do not understand how this company gets good reviews. The documentation does not match the products, the technicians are easily confused, and the products do not work as advertised. The salesman quoted up to 200 feet, I cannot get it to work at 50 feet. The online documentation is for systems they no longer sell, but there is no documentation for what they do sell.
Frontpoint is the worst. Aside from the obvious signing a contract, we had our alarm go off and there was zero response. It must be a trend because after we cancelled (totally willing to pay to get out of the contract just so we can stop dealing with them) they completely ghosted us and continue to charge us. As of today, I am still attempting to contact someone... No response. Will update if I ever hear back...
I am not happy with Frontpoint. They have locked me into a contract when I canceled my contract before my free trial was up. I then was told that since I have paid for my equipment I would not have to give it back even though I have canceled. This is not ok. They are going back on their promise. I would not recommend Frontpoint to anyone.
I was a Frontpoint customer for 5 years, and we had a great experience with them. We then moved to a new home (that already had a different security system installed) and trying to cancel our service was a NIGHTMARE. I felt like they purposefully made it very difficult to cancel, which was very disappointing to me after we had been loyal customers for 5 years. I had to call back three times, to only then be informed that I had to send them a request in WRITING to cancel (what other company have you ever heard of where you can't cancel your service over the phone??) and then they were going to charge me for 2 months after canceling. Honestly, it was worse than cable customer service. Will never use them again.
***BUYER BEWARE!!!*** If you enjoy poor customer service, inability to receive alerts on your mobile device and a host of other issues with monitored security systems then Frontpoint is for you. That's been our experience! Also, note that Frontpoint is very cutthroat about enforcing their contract. READ it carefully before signing. Then set calendar reminders for dates that are years in the future to remind you of deadlines to cancel your service in order to avoid unnecessary charges.
If you buy Frontpoint, I hope you want to buy it for life, because it is near impossible to cancel. I have called to cancel more than 10 times; once I actually go through to someone who said that they cancelled my service, but they've just kept on billing. I'm having to cancel my credit card to cancel service with them, because they have no way to cancel other than to sit on hold for hours. Horrible company.
I have been a Frontpoint customer for about 5 years with few problems. More recently their equipment started to fail so I am moving on to another security system at less cost. The problem is trying to cancel the agreement. The company intentionally makes it very difficult and frustrating to cancel. The CSR has to move you to another contact and the wait times are 45-60 minutes. The CSR states this is the only way to cancel an agreement. I recommend NOT doing business with this company.
I have used Frontpoint for several years without issue ... until I moved and wished to cancel service. NOT only do they make it difficult to reach the correct department (after waiting on hold for 20+ minutes) but they'll more than likely give you the runaround and then try to upsell you on a new system instead of handling your inquiry correctly. THEN they'll hit you with a 30 day cancellation fee where you'll be paying for a service to a system that you no longer have or use. UNBELIEVABLE. Don't mistake their sugary sweet sales pitches and friendly customer service for anything more than a sneaky and slippery system for fleecing people out of more money than they deserve. Look elsewhere for your home security needs. I know that I will. #crooks
Pros: One star for getting set up and ease of use. Cons: Be prepared and put your big boy pants on when you're ready to cancel your services. I sold my house and thought it was a simple phone call to customer service to cancel my service. WRONG! You will be on hold. You will be transferred at least 3 times before you are talking to the person who will assist you in closing out your account. Then you will need to pay 80% of the balance of your contract value and they SLAP another month worth of expense on you just for kicks and giggles. Then they need you to send them a written letter explaining why you are cancelling your account. I sure hope my review will help save potential customers from this agony.
DO NOT purchase FrontPoint. FrontPoint worked fine for several months. The doorbell camera never really worked at all. It lagged terribly in providing video of what was going on at my door. In the past 3 months, the system has had multiple problems. The doorbell camera quit connecting to the hub, even though it is 10 feet away from the hub. The water sensor goes offline, online, offline...and gives false alarms. FrontPoint's only remedy is to send replacements, and they fail in the same manner. FrontPoint could not update my hub remotely, and it had to be replaced. The only reason I opted for the $49 a month fee was to get tech support when needed.
Tech support is terrible. I have spent hours on the phone with them and I'm still having the same problems. I can't afford to spend hours a week on a system that should work. When the new equipment arrives, it takes hours for them to get the old piece removed and the new piece added. The hub replacement was a 2.5 hour call. When I talked with an account manager about cancelling my service, the only options she gave me were 1.) Work with technical support, 2.) Transfer the system to someone else, 3.) Pay 80% of my remaining contract. For option 1, I have already done this with no lasting solutions. For option 2, why would I transfer non-working equipment to somebody else? For option 3, I would be willing to pay some type of buy-out, but not 80% of a system that is failing.
Just to clarify, I am not a Frontpoint customer, nor will I ever be. I am in the market to update our security system and add some additional features, so while investigating, I found this company. The prices online looked reasonable and the monthly monitoring at $10 per month earned my time to request a quote. Of course with requesting a quote, you have to provide your email address and phone number...fine, $10 per month and all the promises offered in the online ad, why not! This was at 9:15 am, hit the send button and was taken to my “quote”.
Well, thinking this “quote” looked attractive, I would call them after work and discuss the details. Within 30 minutes, my phone started ringing. First call, a gentleman from Frontpoint left a kind message to call back to discuss the details. Staying with my original thoughts, I was busy and would call them back when I had a free moment or after work. Let’s just say, this is where my views took a nose dive!
From 9:45 am, until 2:00 pm when I finally answered the phone, my phone rang every 15 minutes. It was so annoying at one point, I blocked the number from my cell phone since I could not silence my phone. Finally at 2:00, I was forced to answer the phone since even my blocking the number, the sales representative found a way to bypass with another number! I expressed my frustration with the continuous phone calls and asked if we could touch base later when I had time to speak. The sales rep began a sales pitch, totally ignoring my request for more a call at a more convenient time and the robo calls to stop, and 30 minutes later I am here to vow I will never use this company!!! In this 30 minutes (time I was supposed to be working) I was told that the prices quoted online were just a marketing tool and that for $40 per month I would be able to get the monitoring requested.
I could go on and on about this call, but honestly I have wasted enough time just simply getting a “quote”. The salesman was a swift talker, changing prices as quickly as his words spit through the phone! When I finally said I was not making a decision today, he continued asking why. Why not pay $300 today, when will I be able to pay $300, what about tomorrow, he will call me tonight. Finally I said I would not make a decision until next week and he could call me then. He quickly said that I was denying his help on getting my home secure and next week I would have to pay $800 & became quite the jerk...as if he wasn’t already one.
Needless to say, I ask him to remove my number from their database, do not call back, no more emails (yes, I forgot to mention the numerous emails) and I would gladly spend more with another company than to deal with a company who is so shady with their selling practices. First impressions mean the world to me and boy, what a first impression this company made!
9/18/2019 I would give them less than 1 star if I could. If you're considering Home Security Contract (not that anyone should these days), DO NOT do it with these crooks. Imagine paying for a service in a home that you sold, and then have to pay these jerks 80% of the remaining contract for equipment and service you no longer have in a home you no longer own; then being told you can't cancel the service without forking over $650 to these people. NEVER AGAIN Frontpoint and we're going to give you plenty of NEGATIVE PUBLICITY for being the crooked organization that you are.... Don't think twice people, DO NOT do business with this East Coast company that doesn't give a damn about their customers or their reputation.
Although I indicated to my salesperson that due to a broken ankle I would not be able to install the systems for a month. No worry he said!! But I was charged for monitoring immediately!! My first warning sign. There was no packing slip in the items they sent and when I opened the box, there were items missing!! My second warning sign?
A couple of months after installing, there was a false alarm while I was away from my house that took me a while to get back to. The emergency personnel were just leaving and I was informed that they did not break in because they did not find anything that indicated the house was broken into. I entered the house with my firearm and could not see where anything was amiss. Frontpoint was not initially able to locate the sensor that set off the alarm. When they finally advised me, I checked the sensor's placement and operation and could not find anything wrong, but I was advised that I had probably installed this door sensor incorrectly!! My third warning sign. Since I have built houses and am a retired Commercial and Residential Code Inspector.
About a week later, another false alarm while I was away from my home. Again when I arrived I had to enter the house with my firearm and found no evidence of intrusion. My fourth warning sign. When I called Frontpoint to clear the alarm, they again indicated that the door sensor "could have a problem" and they would send a replacement.
I contacted a customer service supervisor and told him that I had lost my trust in their system and wanted my money back. Too bad they said, I was out of THEIR time for returns or refunds and I would have to pay the remaining 3 years of service, etc, etc. because of the contract I signed on line by indicating that I read and understand all of their charges they would receive by my termination. MY WARNING TO THOSE WHO ARE PURCHASING A FRONTPOINT SECURITY PRODUCT, SHOULD TRULY READ THEIR VERY SELF serving contract that you are obligated to.
Frontpoint makes it very difficult to cancel. I've been trying to cancel my account for the past 6 months. I had been a customer for more than 2 years and had fulfilled all of my contract obligations. When I spoke to a representative about cancelling, he tried to get me to stay by offering me discounted pricing on my monitoring service. I was NOT interested because I had already switched to Ring which offered significantly better hardware (supports multiple keypads) for a fraction of the price of what I was paying with Frontpoint. Finally after hearing all of the incentives and declining all of them, I was told that I needed to submit in writing a 30 day cancellation notice and was given an email address. I submitted an email stating my name and the account that I wished to cancel. A few months went by, and I noticed that my credit card was still being charged even after 30 days from my cancellation notice.
I called Frontpoint again, but was unable to get a hold of the right person who was needed for this type of situation. I then decided to cancel my credit card, because Frontpoint does not have a way to remove an active credit card that is associated to a subscription. Nowhere on Frontpoint's website is there an email address to contact someone for billing or even support.
After a couple months, I received a call from a Frontpoint representative informing me that my credit card information needed to be updated. I informed the representative that I had canceled my account months ago and that Frontpoint is no longer authorized to charge my credit card. The representative stated that he would make a note of this to my file. After the call, I thought finally I was done with Frontpoint. A couple weeks went by, and I received an automated phone call from Frontpoint stating that important information needed to be updated to my account. I have been receiving these annoying calls everyday now for the past 3 months. Not sure what to do to get Frontpoint to stop.
Finally today, a representative called me and stated that I have an outstanding balance. I corrected him and told him that I cancelled months ago, and that Frontpoint has overcharged my account for the time after I cancelled, and that I was entitled to a refund. He said he would look into the matter, but I doubt it, and I asked him to cancel my account. I find it very disappointing that FrontPoint makes it so easy to sign-up, but extremely difficult (if not impossible) to cancel. The fact that Frontpoint has to stoop so low to try to retain a customer makes me feel obligated to warn others about this.
I purchased a Frontpoint system for around $1k a couple years ago and thought it would be great based on review. Unfortunately I think the product was not up to par and extremely laggy when using the mobile app/etc. For the price and quality of product I did not feel it was worth the money, however I was already in the contract. I tried another service and fell in love with the system and functions of it as well as the price (Will not name them, not here to advertise).
Nonetheless, I have been paying on this agreement and it's not even set up or in use but I signed the contract, no big deal. The kicker is when I call to cancel the service after the agreement is up and the rep on the line is extremely condescending and continues to tell me how 'inferior' the product I have is VS this one and how he is just giving me 'insight' on why I am using the wrong service. The insight I got was that I was making the right choice by using the other company and canceling with this one. Nothing like a kick in the rear on the way out after paying $3k in charges for a product I did not use.
I cannot express this enough - DO NOT SIGN UP WITH FRONTPOINT! I chose to use this company, and had no issues when it came to the monitoring of my alarm system on my home. However, that all changed when I needed to cancel my account years later. In June 2019, I gave them my 30 day written notice. I was told I'd get charged for July, which I understood, but then my account would be closed and I would no longer get charged. In August, I checked my credit card statement and saw my credit card was in fact charged. I then logged in on my account with them, and it was still open. I called to get this figured out, and I had to sit on hold for over an hour to talk to the right person to credit my credit card and close my account. I was reassured I would get my money back and would no longer receive charges on my credit card. Well that was another LIE.
Here it is, September, and I received another charge on my credit card from them! I logged in on my account with them and it is still open! I just had to sit on hold for the correct department for 30 minutes again! ABSOLUTELY RIDICULOUS. If I wasn't checking my statements, I would keep getting these charges and would have no idea. They send no confirmation that your account is officially closed. You are just suppose to take their word for it, which obviously does NOTHING. When I called this month, I was once again "reassured" that my account will be closed and I wouldn't receive any more charges. We will see though. At this point, I have sent in a notice to the BBB and I am reviewing them everywhere to warn others. If you enjoy being lied to and then sitting on hold to try and get your money back, etc. then go with FrontPoint. If not, choose another company!
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.
Be aware. If you are late on your payment Frontpoint is harassing the living day light out of you. My account was past due and they called at least 4-5 times a day. Even I made a payment they still calling. I have no more contract with them and it is very difficult to get your account closed even if you don't be under the contract any more. I will never use them again and by the way they are too expensive.
I was fairly content with Frontpoint for the 5+ years when I was a customer. Then, when I decided to break up with them, they got mean! How did this start? I recently became disillusioned with my DirecTV service which made me look into going back to Comcast for my TV. I was already content with my Xfinity Internet so I was able to get a good package deal which also included a home phone and the Xfinity Home Security system. I no longer needed Frontpoint so I called them on July 31st to cancel so I wouldn't have to pay for August. I called Frontpoint and the customer service rep told me I could take down the sensors and the keypad. Due to a technicality he said I also had to send a 30-day written notice to "officially" cancel their service. He sent me the form email a day later on August 1st. Not checking my email every day I finally sent the 30-day notice back to him on the 3rd or 4th of August.
Several hours later I get a charge on my credit card for $39.99 for my canceled service. I called and reported the error to their customer service department. Apparently, since I didn't send the email back on time, they said the charge was part of their "policy." After several emails back and forth with this first rep, he told me the charge on August 1st was to pay for July and that they charge for services at the end of the month, not the beginning. Ok, so the August 1st charge took care of July so I shouldn't see any more charges? I also asked the rep for a detailed invoice showing what I paid for when, with dates showing which of my prior payments paid for which months. The rep emailed me just a list of charges with no associated dates so I had to take his word that payments on the 1st of each month, pay for the prior month and not the current one.
Fine I thought, August 1st will be the last charge on my credit card. Today is September 4th and I got a bank notification that another charge of $39.99 was charged to my card on file. Hmm, must be a system error, I thought. I called the Frontpoint customer service department again. Surely they can correct this error. After a brief conversation, the rep told me that the charge was valid, even though I canceled my service verbally on July 31st because I hadn't sent back the written notice before their "required" time. Okay. So, if they charge at the end of the month for the month before, why was I being charged for August when I canceled the service over 30 days ago? I asked him to credit my account and he refused. I asked they delete my credit card information and he refused. He then threatened to send me to collections if I called my credit card company to cancel the payment.
At this point, I was irate. How does a company charge someone for no services rendered? This is highway robbery and I wanted everyone to know about Frontpoint's shady practices. Please beware and DO NOT use this company or you may experience the worse customer service ever! I have not given up and will be fighting this until I receive my credit. The money snit even a big deal to me, it the principal of the situation. Step up Frontpoint and be a REAL company where you're not charging customers for services no longer being provided and then threatening those customers for wanting a credit they deserve!
After researching various home security systems, I chose Frontpoint for their reputation, excellent product & great customer service. Installation was easy & reps were very patient w/ me when I made multiple calls w/ questions. They took as much time as I needed to walk me through the process and I got through right away when calling every time. I am very happy with Frontpoint and feel safer knowing I have the best system. Just an FYI--regarding previous reviews--when cancelling a contract, you will need to 'buy out' of that contract. That is typical of most companies (cell phone, etc.). Frontpoint disclosed that to me upfront. I asked a LOT of questions and found the company very transparent in their business practices. No surprises - just a happy customer. :)
I started with Frontpoint in 2015. Customer service was good and they instructed me on exactly where to put my sensors and so I did. Also, my store has many large glass pane windows and they did not advise me to get glass breakers. Almost 2yrs later we had a break in and over $7000 in clothing was stolen. The police were never called because the sensors did not work properly and we did not have glass break sensors. I called and was very angry because of the obvious. They told me it was my fault because I did not place the sensors correctly. I told them I placed them exactly where I was instructed to place them. Then they saw there was an issue with the sensors so they said they would replace them and add 2 free glass breakers so that this would never happen again and give me a free month of service. I regretfully accepted not know many other options.
About a year and a half later which would be about 3 months ago we were broken into again. This time the glass break sensor was triggered but they called me at 6am to ask me if everything was okay. We don't open our store until 10am everyday so nobody would ever be at our clothing store at 6am which they already knew as I told them from the previous break in 2 years prior. I told them that I had no idea if everything was okay because I wasn't there. About 2 to 5 minutes had passed at this point and then the police were notified. It only takes 2 to 4 mins to be robbed and to flee the scene free and clear which I was told by a police officer. The police arrived about 2 mins after the call was made and we lost thousands more in clothing once again.
I called Frontpoint once again very angry. They told me that they had to contact us first before calling the police. "That is ridiculous!" They told me they could set it up where they would contact the police first from that point on. I said great!. A couple weeks later one of my glass break sensors fell off the ceiling due to the heat in the store when we were closed. The sticky strip had got too hot and the sensor fell from the ceiling. I received a call from Frontpoint asking me if everything was okay. They did not contact the police immediately as they said the account had been changed to do in case of any sensor being triggered. Thank God it was a false alarm or I could have been out thousands more.
I finally had enough and searched out a company called Deep Sentinel. They are cameras that monitor and prevent theft or a break in. They work amazing! I had someone messing around on the porch of our store and they came across the speaker immediately and the person left our property. I decided to cancel Frontpoint since the new company is turning out to be a great investment. Today I called to cancel service. I waited on hold for over 25 minutes which has never happened before and then I was told I would be billed for another month because there is a 30 day notice that has to be given. I did not decide to write this review not because of bad customer service. I tried to give the company several chances at the expense of losing thousands of dollars. If you value your business please look for a different company. I recommend Deep Sentinel!
Worst company I've ever dealt with! After a medical emergency my finances struggled for 2 months. Frontpoint ran my checking account 7 times in one month, no phone calls or emails asking why the charge didn't go through or notifying me of an issue. I've been told that it's my problem and they're unwilling to do anything to make things right.
Frontpoint's window sensors are garbage. My family and I have been woken up 7 times from false alarms over the past 2 1/2 years. All the false alarms have happened from 2am-3am. Try going back to sleep after that! My kids have nightmares that there's a burglar breaking into our house. I tried breaking our contract after the 3rd false alarm, but you're locked into their contract. I can't wait until my contract is up.
I just want to come on here and express many issues I've 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 now had Frontpoint for over a year, at first things started off great and they were helpful, but things quickly changed. I’m a student who has been finishing my last credits for school, I’m finally moving because I was offered a job out of school. I will be moving into a family home and just renting a room there, the family has had another security provider for years and they told me they didn’t not want to change service. I called to cancel knowing I was in a contract but hoping to be able to work the with company or come to a middle ground. I was told I either had to pay over $600 or keep the service. And that’s it. There was no way to work with me, no way at all he could help me, so I asked to speak with a manager, Ty, then lied to me not once but twice and told me his department had no managers and there was no department above him at all.
I told him I felt that couldn’t be true but he insisted. I then asked to speak to another department manager and he told there was no way to be transferred to Another department even. So I had to hang up, call back, wait on hold, until I was able to get ahold of a customer service manager who informed that the cancelation department DOES in fact have managers. So at this point, I’ve very upset, because I’m being lied to! I was then transferred back to cancellations where I was Barraza’s my another very aggressive agent who laughed at me and told me “moving was a choice” Even though I tried explaining that I’m a student, and just got a job, and moving was not just a “choice.”
I’m never felt so disrespected by a company in my life. And I feel like there is no one in the company who can even help me because they refuse to even transfer me to someone who can! I now have not been using the system because I feel so uncomfortable. So I’m forced to pay for it even though I’m moving, can’t use the service, and have tried multiple times to reach out to the company for assistance. They clearly encourage lying and bullying in the “customer service” here and I’ve made a complaint to BBB. Just stay away from this company so you don't have to be lied and taken advantage of!
The equipment/System is very easy to install and configure and is very reliable. Exceptionally good configurable options such as text messaging, custom warnings, etc. Customer service is always very helpful.
Seemed too good to be true, and it was. A friendly customer representative asked a few questions and a few days later we received a kit with supposedly everything we needed to fully alarm our house. After many frustrating hours and 2 pleading phone calls we were eventually sent the extra pieces of kit needed to cover our house. If I hadn't lost my temper I would have already needed to pay extra before we even started the installation. When we started to test the kit we realized that the panel was woefully out of date and severely limited. Everything we needed was only available on an upgraded and more expensive panel. We started using the alarm and, after a couple of false alarms and warnings from the city that we were about to face a fine, thought things were finally going to work out. Then, after the first month, the smart phone app features disappeared.
We were told that, in the contract small print, we were warned that this was another upgraded feature that we'd need to pay extra for. After several complaints we were given an option to buy ourselves out of our contract, but the price was almost the same as if we stayed locked into the contract. Frontpoint tried to blame everything on the company they use to monitor the alarms. Unbelievable. We have less than a year to go now until the contract ends. Thank goodness. Avoid this company. Simplisafe seem similar and so much better.
I've had Frontpoint for about 7 months now and there's always something wrong! My front door randomly goes offline, the hub needed to be replaced just after installing it, I'm unable to arm the system from my phone, and more. The system was easy to set up and they sold me on the great prices but receiving error messages about my home's security system while I'm across the country is the most uncomfortable thing you could imagine! I tried to cancel my system and they said I'd be charged over $1,000 or 80% of my remaining contract. Their solution was to keep calling customer service when something goes wrong and I honestly don't have the patience to call and troubleshoot with them every other week. I'd really just like for the system to work.
I was a Frontpoint customer for several years. When I decided to cancel my account, I did everything required and was told that my account was successfully closed. I then started getting past due notices for charges. I called Frontpoint and was told that my account was closed and that I should ignore the messages. They kept coming. I wrote to Frontpoint and got written confirmation that there were no outstanding charges on my account. Then I got a threatening notice that I was going to get referred to a collection agency. I finally paid them for a bill that I didn’t owe and they couldn’t explain just to close the issue, but there are enough good security systems out there. I’d avoid Frontpoint.
I fell for a flier they sent back in the Spring of 2018, that claimed Frontpoint Security was inexpensive and effect. I was neither, and I concur with one of the other reviews, the security team there are at the least incompetent. I've been recovering from Medical damage, so in my old home, I thought I needed a system for intruders. I looked into others like ADT (also a ripoff, I feel), and decided to get this one, as I could install, for less money, and it only cost like 100.00. They didn't emphasize to me then, that you're stuck in a 3 year contract, and my understanding was that I could get out of it, if the system didn't work, which it didn't; I actually didn't realize how costly this would be.
When I installed, all seemed ok, it worked as far as I could tell. All except that you needed to download the app on your cell phone, and after one or two months, that costs additional money, which they didn't tell me upfront... What I recall is that, I had to call customer service several times, after a week or so, as the system on my cell phone and other sources wasn't working, as I had problems with turning it off and on. Customer service is horrible there, I've had to call a number of times about follow up letters, after I thought I had closed my account and have been put on hold with "Account Specialists," with 8 or 9 people ahead of me (all complaining I assume, like me).
I sold my home last August, and the buyers didn't want the system. So I took it with me to my new apartment, and have had it in a bag ever since. I've read reviews from security specialists that state it's "junk," that it's an "old" system. I've been receiving letters forwarded to my new address from Frontpoint. They expect me to pay off the contract, even though I haven't used their system more than 2 months, and have called them several times in the past regarding technical issues. This last letter indicates that I owe them a balance of $188.95, otherwise "collections" and account termination (I thought it already was), which I'm happy to pay, but I was put on hold with their "Account Specialists" again, with 9 people ahead of me, and I don't want to spend all day on hold. But, it's more than the 188.95, I'm sure, they'll want me to "pay off the contract" for well over a $1,000.00, and that's unreasonable.
Frontpoint has been great. We have had false alarms and they call to confirm everything is ok. They are always there when we have had technical issues, such as a dead battery or a dirty sensor. All it takes is a phone call.
The equipment is reasonable. The hub is basic. The equipment is easy enough to use. The monitoring service is quick to respond. The monitoring service is expensive for what you get. Extra 15 per month just to be able to use the app from your phone.
I contacted Frontpoint as I was looking forward to switch my old Simplisafe system. After a lengthy conversation with a sales rep, I customized a system to protect my house as we also have an Airbnb in the basement. 3 smokes detectors, 3 flood sensors, 2 CO sensors, a tilt sensor for my garage door but I couldn't find any door sensors in the box (I had asked for 3 door sensors when making my original order). I called them (we are Saturday) and after about 20 minutes on wait I finally was able to talk to Rickie who explain that I should have read my contract that didn't have any door sensors listed. I explain that I had asked for 3 and that it wouldn't make sense to get an alarm system without door sensors.
I told him that I would have never agreed to the price without the equipment I requested when building my system over the phone with the sales rep. Once again he clarified that it was my fault for not checking out the contract. The 3 doors sensors ended up costing me an additional $116 and of course no sales rep to talk to as they are only there mon-fri business hours. This company are scam artists. When I asked if I would get a confirmation of my order for the $116 extra I was getting charged Rickie explained that they do not send confirmation. I had to explain to him that after being scammed once I wanted now to see and read everything I do with them and that he would need to type an email if he had to to confirm the charge and the order. Save yourself the disappointment and skip this shady company.
I have been with Frontpoint for 4 years now. About a month ago, one of my sensors became faulty, and Frontpoint informed me that I would need to pay to replace it. Totally acceptable. So, I started shopping around, and found another cheaper option. I called Frontpoint yesterday to cancel. First agent said that I could postpone the decision without charge. However, the email he sent was for a 36 month extension to contract. I called back, and asked for a cancelation. The agent informed me that he would send an email within 10 minutes that requested email confirmation from me to cancel. Here we are on the weekend, and still no cancelation notice. Each call to PF is a 30 minute wait. Surprising that PF cannot take instruction to follow thru.
FrontPoint called the fire department after my smoke detector went off during a lawn party when a child left a window open while I was was grilling. FrontPoint called but, of course, I did not hear the phone because of the party noise. Embarrassment all around when the fire truck showed up. Called FrontPoint to ensure this experience not repeated but could not reach a real person.
The system works most of the time just fine. I had a few issues with faulty sensors. But this week I replaced a door and needed a new sensor. I was told by the first rep that I shouldn't be charged for a new sensor as a loyalty reward, but I needed to call back during regular business hours. I called today and can get a "free" sensor provided I sign a new contract. This is after paying them roughly $45 a month for past few years plus the other initial equipment costs. I'm now shopping for another alarm company.
I installed Frontpoint in a house in Norman, OK in 2011. They seemed to be ok on the monitoring, but, the only alarms I had were when someone in the family opened a door after the alarm was set. I went through a divorce, I continued to pay for the alarm at my ex-wife and kids' house after the divorce. I moved into an apartment and installed Frontpoint; I lived there 18 months. When I moved out of the apartment, I called Frontpoint and told them I didn't have a place to install the system and I needed to put the service in suspension. The representative said, 'Okay, I put it in suspense.' I continued to get the regular monthly bill charged against my credit card. I thought is was an anomaly.
3 months later I called again and spoke to a representative and told them I had moved and had asked to have the service suspended until I had a place to install it. That representative told me the account was not in suspense, but, it was now. The charges continued to be deducted from my credit card. I called again and asked about the account suspense and was told that the account was not suspended, but, the representative put in in suspense then.... Yes, the charges continued. My credit card expired and I received a new card, exp date and security code, which I did not provide to Frontpoint. The charges continued to be deducted from my account.
I spoke to my card company and they said they could stop the payment. The next charge came out of my checking account, which I never gave Frontpoint; when I asked Frontpoint they told me the bank had given them the checking. I called the bank and they said they don't do that. I have filed a fraud case with the bank. Frontpoint continues to attempt to charge my checking account (unsuccessfully). The bottom line is Frontpoint charged me for a year 'monitoring' (or about $400) when it must have been clear to them that the system was not installed. I have continuous calls from Frontpoint asking me for a new payment method. The last 3 calls I have asked the 'representative' to send me an email stating what the charges are and how I can cancel my account. Each representative told me they would send the email within 5 min. I still have not received any email. FRONTPOINT IS A SCAM!!
Be prepared to wait on hold over 30 min every time you call. Also be prepared to get conflicting information from different people you speak to. Most unhelpful and condescending staff - I was refused a supervisor to speak to once because they were closing but I had been waiting on hold for over 45 min.
Home front has most terrible contract conditions when you sign-up for their service. Secondly they are really bad in their customer service/support. Customer Service: Every time I called, I was put on hold or in wait queue for at least 30 minutes or more. Today was the last straw. After I completed my 3 year contract, when I call in to cancel the service I was on hold for 48 minutes. Also I was sent an e-mail to respond back in writing stating "I want to cancel the service". Also a new condition was introduced that notice has to 30 days prior to the service cancellation date (This was not listed in my original contract). With other services I have cancelled my services over the phone and got a confirmation immediately. The customer service representative I spoke with was also not very helpful.
System Performance: Since I installed the device it was showing low battery on the panel. They also replaced the panel (via mail) and still would show the same error. So I completed my contract period of 3 years with this error shown on my display panel. Also the device tripped twice and placed a false 911 call. Once when I was travelling. I got a notice from the local police warning about the number of false alarms count. So long story short I had terrible experience with Frontpoint. I not recommend Frontpoint as an option. There are far better security service providers available in every state and region.
I bought Frontpoint in September of 2018. In May of 2019 I went out of town for two weeks. Four days later I received a call from them saying the alarm had gone off and asking if I wanted them to call the police. As I had purchased Frontpoint based on their "good reviews" I said yes because I thought if this is a good product and there is an alarm, probably someone broke into my house even though I live in a very safe neighborhood. I didn't hear from them again with an update of the police's call; when I called them they said they never heard from the police either and they just dropped the matter. I had to call my neighbor who assured me everything was ok with my house.
Upon my return from my trip I was greeted by two invoices from the police department one for a lack of permit and another one for the police coming to my house. Each one for $270.00. I called Frontpoint and I immediately noticed that their customer service is very different now from when they sold me the service. They were right away unwilling to help me in any manner except by telling me to remove the sensor and put it in a drawer for 48 hours for testing. I explained the sensor had gone off 4 days after I had turned it on, how were they going to determine it was defective in only 48 hours? they simply said that's what they would do for me and nothing else.
Then they told me they have a "compliance" department and that they had sent me an email with a city permit application when I joined; I never received that email and requested a copy of it, they said they did not have it anymore because they did not "keep emails for years." I asked them how many years do you keep your emails, they did not answer. I would think if they have a compliance department they should have my records there but apparently they throw everything away. The representative also told me they were confident that the equipment they buy from another company was good and reliable. That was definitively a surprise to me, I thought it was their own equipment. So in other words they buy the equipment and then they resell it to their customers under the Frontpoint umbrella.
In short, they were not going to help me at all except if I wanted to do the drawer test. They also revealed there had been a second false alarm three days later and without my authorization they had called the police claiming I did not answer my phone. I always answer my phone so now on top of these two bills I'll probably get another one for another $270.00. Having Frontpoint is going to cost me almost $900 plus the monthly contract fee for equipment that is defective and not reliable.
I hate having my and my home's safety in their hands. When going out of town I will just have to ignore and gamble with the security of my home. If it is real and police checks, they will charge me but at least money will be well spent. If it is a false alarm and police checks, Frontpoint will wash their hands off and I will have to pay the police anyway. That's comforting! I hate Frontpoint and I regret having decided on using them because of internet good reviews. My advice is DO NOT USE FRONTPOINT. Their equipment is not reliable and their customer service is horrible. At first I was impressed by it but it has gone downhill and all they want is to get you into a contract. They don't care about your safety.
System monitoring via the app. Upon installation of my system I was able to go to the app and see all of my sensor points listed and when they had been activated. This feature was deleted sometime later and when I called customer service, was told that this feature could be restored for an additional $10 per month. Very disappointing. Money grab on their part.
I have been a Frontpoint customer for more than a half dozen years and find their products and service to be perfect. I have complete peace of mind when we use this system. I have never regretted getting this system.
I signed up with Frontpoint because the great equipment options and personable customer service but over the last 3 months their customer service has seriously gone downhill and the workers appear to be increasingly unresponsive, poorly trained and unable to answer straight forward questions. Worst of all when you pay to have someone monitor your home and keep you safe you expect them to be available by phone, know their product and be able to resolve issues.
Most recently I contacted them due to a false alarm; first call they hung up on me, second call I was forwarded to another department and put on hold for an extended period of time and finally, the third call I got through only to have the representative tell me he could not tell me if the alarm had sent a message to the police but he would cancel the false alarm.6 hours later the police showed up due to the customer service agent not doing his job.
Today, they blamed me and said I called the wrong number before reviewing the phone records and confirming I called the right number. Would definitely not recommend Frontpoint as your provider because they don't take their customer service seriously and appear to be cutting corners in their training of employees, which puts your safety at risk.
I called them 45 days in advance to cancel my service and was told it would be taken care of on the phone. Then I was billed for a couple of months after that and when I called back I was told that they need a 30-day written notice. I'm sure the fine print in the contract says this, but they never mentioned this on the first cancellation phone call. That's just a shady practice to extort money from customers. I would not recommend Frontpoint to anybody. There are better services available now for much cheaper.
We decided to purchase a security system for our home. After investigating several companies, although we live in Canada, we chose Frontpoint Security which is located in the US. Despite the CAD-US exchange rate it has proven to be worth every penny. A great choice of products and a package was designed for our home by Mike **. One that we needed, not a hard sell of everything that he could sell us. An excellent experience and support with all aspects, questions, installations etc. Gina in customer service was also exceptional in looking into all of our questions. Easy installation, excellent product, 24/7 monitoring and app notification, the VERY BEST CUSTOMER SERVICE WE HAVE EVER WITNESSED. We highly recommend the company.
I was researching Frontpoint as my potential Security Company. As I asked my questions to the Representative I was told several times I would have to buy the system for a one year contract and the cost would be over $500.00. After several more questions about the equipment for a one year contract and then out of the blue, the price for buying the equipment for a one year contract changed to $300.00. I don't have a good feeling about this company, especially when the sales does nothing but bad mouth their competition. Not to mention that the reason why Frontpoint can receive a cell signal and the other companies can't, is because Frontpoint is number 1 in the industry.
I've been with FrontPoint (FP) for 18 months. I had Simplisafe (SS) for 2 years previously. Based on my experiences FP is not as good as SS in many respects. FP misrepresented it's products during the sales process and does NOT have true 24X7X365 protection. They say they monitor your system and can detect an intruder smashing a console and still respond - not true. My FP touchscreen console locked up numerous times and I didn't know it for 24 hours. I found out after the fact they no longer support their touchscreen consoles and no longer sell them. After my numerous complaints they finally replaced my touchscreen console with a dumb hub but refused to give me a full refund of the upgrade I had paid for the touchscreen. Obviously, they were having significant problems with the touchscreen consoles and did not inform owners about it.
Equipment cannot be easily added to the FP system and requires technical support to do. SS is a no brainer to update. My experience with both tech support groups convinced me the SS tech support is also much better and more responsive than FP's. FP locks you in for a 36 month contract. SS has none. FP threatened to sue me If I left them before the end of the contract after I complained about the reliability of their system and service. Beware! Bottom line - They DO NOT provide 24X7 coverage. Their equipment is trash. Their "Smash and Grab" claim is a complete hoax. Their customer service is a joke. Rum Away! If you looking at purchasing one of these systems, SS is a better and more cost effective system. I'll drop FP at the end of the year and probably eat the cost of the remaining contract. It will be worth it.
I have been auto paying for years. I decided to cancel. You cannot log in to remove payment - it is blocked. You have to call and then email - which I did. I never heard back from "Ty" so emailed again. Then called "Pam" who assured me Ty would get back to me and cancel the account. NOTHING. I called AGAIN and asked to speak directly to manager - you cannot. I was told an email would be sent to a manager. So, I am here waiting. This was an easy service to set up and then put on auto pay. Trying to leave the company has been such a poor experience. I will not look to them for my next home security needs.
Malfunctioning sensors, faulty sensors reporting as open. Happens repeatedly, No adjustment to monthly bill for a product that is not truly protecting my home and family. Customer service "dropped" call with no call back...hung up on customer. I will be looking for a new provider with better equipment and superior customer service.
I inquired about the Frontpoint home security system and was assured 1. Monitoring was optional. 2. An existing alarm system would not interfere with Frontpoint. 3. I could return the system for a full refund. 4. If I did want monitoring, I could get it for as little as $30/mo. Since I received the system I attempted to install it and have yet to get past the window door sensors to set up the camera and garage door opener. After countless hours on the phone with a tech, and replacement sensors being sent and returned the system only works for one door. Sensors that used to operate no longer do.
When I asked for the address to return the equipment, they informed me that I own it and it cannot be returned. When I saw a charge of $49.99 on my credit card statement I asked why I was being charged for a system that has never worked. And they said I signed a contract and am now obligated for the full 3 years. I am currently looking for a class action suit to join as I am being forced to pay for something I never received.
I never was informed of their contract termination policy. They told me when I went to cancel that was signed up till July of 2019. It was not what I was originally told. When I went cancel they told me my contract was for 3 years. They never ever produced a sign contract. Now they just give me the runaround. These people are not be trusted If you decided to use them be careful. They don’t lie. They just don’t tell you the whole truth when you sign up.
My honest experience is that I’ve been a Frontpoint customer for three years and just renewed my contract and received upgraded equipment. Frontpoint’s New alarm system triggered 5 false alarms in a matter of four weeks. The police and fire dept showed up at my home twice due to the false alarms. This has caused me worry, anxiety, stress because Frontpoint managers refuse to speak to customers especially long term customers to work out those problems. I have been dealing with Frontpoint customer service (not manager because they REFUSE to speak to you) for two weeks now. I had to give in to Frontpoint replacing the damaged equipment. They end up sending me a used replacement hub with broken wires which had to be returned again. I thought that they were intentionally holding my replacements and sending me more defective equipment.
The problem is that they are still charging me monthly. No credits, no coupons, etc. Frontpoint managers refuse to speak to me and give me a refund but have and continue to give me chest pains and anxiety (not only myself but my children who haven’t had a good night sleep in weeks thinking something is going to happen at any time of day). The only great thing is this one lady that has been very patient and understanding but has no power to do anything. As of today I have not spoken to a manager have not received all my equipment and have a pending balance because they overprinted return labels for the damaged equipment they sent me to be returned to them AGAIN. 04/08/2019 AGAIN THE FALSE ALARMS BEGIN.
The area that we live in is very secluded and we go out of town a lot. One of our neighbors suggested Frontpoint and the representatives who helped me when purchasing explained everything very well. The installation of the system as well as reading the instructions were very easy. We have the security camera option and I like that part, as well as how I can access it remotely. Thankfully, nothing has ever happened for us to use the actual security part of it. We travel a lot and with Frontpoint, we are able to secure our home when we leave.
Updated on 09/29/2020: My review is regarding Front Point Security division. Be very very careful when signing up to get camera's or doorbell cameras. I got doorbell cam in February and still trying to get it to work correctly with over 50 tech support calls and over 20 emails. It only works if doorbell rings and crooks in my town don't typically ring the doorbell. Now they say they can't do anything about it, BUT if I dont want to continue paying for the service I have to pay a 400.00 early termination fee.
Updated on 06/17/2020: I got my doorbell camera after having so many issues with their outdoor cameras. I agreed to try again with the doorbell camera and signed on for 3 more years. Bad mistake on my part. This was in March or April of 2020 and months later I am still trying to get the camera to be usable in a pleasant manner. I have called in over 20 times trying to get help. The end result is always the same, "let’s make these changes and give it a week" to the point I went past my refund time. I have tried for months to get out of the contract and return the camera, but now it has been too long. Good move on their part to keep “troubleshooting”. I will give it to them, I have a bush close to the camera so I get some issues. I have bought the wedge they recommended. No improvement. I get over 100 clips on most days if there is any breeze. Their cameras do not allow you to change any settings but to turn on and off and adjust the sensitivity.
Most of the time their tech recommendation is to turn the camera off. Good security with that one. You cannot make it NOT send you a clip notice every few seconds, but you have to have some sort of notice. You cannot set it to have windows like a regular camera (to block out sections). You are at the mercy of factory settings and not told that when agreeing to purchase the doorbell camera through FP. It's probable works fine in an alcove doorway. Free doorbell camera as they advertise is not necessarily a good thing. I highly recommend going to another site if you want a doorbell camera and make sure you can control the settings. My camera was going to hit the monthly clip total of 1000 so they upped my limit to 6000 to get through June, now the camera is not recording anything. And they can't figure it out.
Original review: I have had Frontpoint Security for 2.5 years. My contract for monitoring expires 10/19. I have window and door sensors, fire alarm and motion detectors. All great and the service has been great. BUT! A rep offered me two outdoor cameras to extend my contract for 3 years for an extra $5.00/month to which I have been paying, but not receiving the service. That’s where the pleasantness needed. Almost 3 month later, I have spent almost 24 hours on various phone calls. Had 7 remote accessed sessions. Have talked to more than 8 technical reps. The camera’s video fine, but the computer settings DO NOT hold and DO NOT do as expected.
All of my phone calls and login sessions have been attempts to get the setting to work as expected. Each rep I speak to “sympathizes” and ends up saying the previous rep set up incorrectly. 3 months later and the settings still do not work. Frontpoint insisted I try a 3rd camera. I did. Same result. They first tried to blame on my internet speed (Comcast Wireless WIFI), then said it wasn’t internet, but they added three cameras into system and should have deleted one. That was a 2 hour phone call. The resolution is to give me more stuff that I don’t need. They refuse to let me cancel the 3 year extension. They have been kind enough to say they would take the cameras back, but still wouldn’t cancel extension. One camera has never even come out of box. Be very, very careful before signing to extend contract with them.