Anonymous

Front Point screwed me

Lied to me about contract length and then sent me equipment that was faulty. Had false alarm bills from the police.

They seemed to be covering for someone that was entering my house and then told me to erase the history in my unit (which I suspect is so I can't compare it to what they claim at the headquarters) at which point I told them I didn't even feel safe having the system in my house. I sent them the monthly bill and without notice they sent me to collections for an additional year of service. Sorry they say it's already in collections nothing we can do. This company is what is WRONG WITH THIS COUNTRY> SCAM GARBAGE PRODUCT AND SERVICE!

FRAUDULENT BUISNESS PRACTICES It wasn't enough that the alarm system never worked correctly it is now going to negatively effect my credit and cost me a $1000 for nothing. If anyone is organizing legal action for this let me know. It seems to happen all the time.

I also read that one of their CEO's got caught for trading FRAUD. *** LOSERS

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Reason of review:
Problems with payment
Resolved
Ilena Nhb

Resolved: Frontpoint Security - Delivery Service Review

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Updated by user Jan 04, 2017

Two emails to them after the aforementioned issues have gone unanswered. If they are this unresponsive and seemingly not knowing what they are doing, why should I trust them with my home?

Original review Jan 03, 2017
I paid for my new system and the rep told me it was to be delivered the next day. It didn't arrive. I called the company and asked about it and the rep said it would arrive today. It still did not show up. I emailed them asking for a refund and cancellation. If I can't trust a company to be truthful on this matter then I can't trust them period. Now they won't respond to my email. If this is how they do business, I don't want their service.
View full review
Reason of review:
Problem with delivery
4 comments
FrontPoint

Thank you for bringing this to our attention! We sincerely apologize for the lack of communication you have received as it is far from the quality of service we aim to provide all of our customers.

We would like the opportunity to make this situation right, however, we are having trouble locating you in our system based on the information provided above.

At your earliest convenience, could you please email us at WeCare@frontpointsecurity.com with the name on your account? Thanks again and we hope to hear from you soon!

Ilena Nhb
reply icon Replying to comment of FrontPoint

It's done already, all is well. I also commend you and Frontpoint for your responsiveness.

I actually ordered a few more pieces to my system as I discovered what could have been a few more vulnerabilities.

Thanks again. Many companies just plain don't care.

FrontPoint
reply icon Replying to comment of Ilena Nhb

We are happy to hear that you were taken care of and that you were able to order a couple more sensors for your system! Thanks for all of your feedback and please let us know if there is anything we can ever do for you in the future.

Ilena Nhb
reply icon Replying to comment of FrontPoint

I definitely will. Looking forward to get the first components installed and the system up and running this weekend.

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Anonymous

Very Deceptive

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Do not sign on with this company!! Very deceptive! I am now stuck with a 3 year contract. I signed on for the front door system, which allows you to see who is at your front door. I have a very old home and was told the set up would be simple. NOT TRUE! It takes at least two people to run up and down stairs, to disconnect/reconnect/disconnect when it doesn't work and repeat. You have to end up hiring someone and then connecting to Front point when the troubleshooting fails. I have a very small house and live alone. I need to come home at night and feel safe. I do not feel safe. Thanks Front Point. Stick with ADT consumers. They are reputable for a reason. It is true-you get what you pay for!
View full review
Reason of review:
Poor customer service
1 comment
FrontPoint

Thank you for taking the time to share this experience with us. We would like the opportunity to speak with you about this experience and make this situation right while ensuring that you feel safe with your system.

At this time, we are having trouble locating you in our system based on the information provided here.

Can you please email us at WeCare@Frontpointsecurity.com with the name on your account? Thanks again and we hope to hear from you soon!

Anonymous

Frontpoint Security - Security System Review

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The system was pretty easy to install but if you have a 2nd door that you want to enter or exit from, forget it, unless you're willing to pay a fortune for another keypad. Yes, you can use your phone to control the system but sometimes, if I don't have my phone on me, and need to go in the garage for something, I need to go to the other side of the house and disarm the system before going in the garage. My parents have a system with a little 2"x2" 9 digit keypad, just for this purpose. If I would have known this I would have gone with the other system. Other than that, the system is ok.
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Anonymous
map-marker Jackson, Mississippi

Cannot Cancel FrontPoint Account unless 80% of remaining months of contract is PAID

I WAS using FrontPoint Home Security to protect my home. Previously, I was with ADT.

Well, a young man was sitting on the steps of my home in October 2011 and explained that he had an amazing wireless security system. He explained that since ADT was not wireless a theft could cut the wires FROM the outside of my home and still breakin. Well, I thought this was a great idea, UNTIL this happened. I purchased the FrontPoint Home Security System and installed it and guess what, my home was broken into in December 2014 and the alarm did NOT go off.

I called FrontPoint and they said, they did not get a signal and the reason they did not get a signal was because I DID NOT SET THE ALARM. HA, HA, I know that I did set the ALARM because I knew I was going to be away from home for a few days. That was the last thing I did was set that alarm. Well, for your information the thieves broke a back window to get into my home.

They did not cut the wires on the outside. When I call Frontpoint the first time they were rude to me. It was at this point when I request to cancel the service with FrontPoint. They told me I had a contract and in order for me to cancel I had to pay a 30 Day Notice fee ($34.99) because I did not let them know 30 Days in advance.

In addition to that I had to pay 80% of the remaining 22 months total $769.78 If I did not meet those requirements FrontPoint CANNOT cancel my account. I will NEVER RECOMMEND FRONTPOINT TO ANYONE. So on August 1, 2016 I was able to finally PAY this company in full although I was not using their service for the 22 months because I moved to a new residence and the security system (ADT) came with my new home. Can you believe it?

YAHOOOOO, FRONT POINT IS OUT OF MY LIFE FOR GOOD. NEVER DO BUSINESS WITH THEM. NEVER!

NEVER! NEVER!

View full review
Loss:
$770
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

2 comments
Guest

FrontPoint Security, from everything I've ever seen, doesn't have people that go door to door though (I called them and asked when a guy came to my door last year to upgrade my FrontPoint system, turns out he was trying to trick me into a 3 year contract with Vivent.) FrontPoint said they only do phone sales and they ship you the parts. Also, if you signed up in 2011 they only do a maximum of 3 year contracts.

It would have ended in 2014. How did you have 22 month left at that point?

This kind of confuses me. I've had them for 7 years and never had a problem and every time I want to upgrade my equipment they let me re-up and get a big discount on it.

FrontPoint

Thank you taking the time to share your feedback with us, as it is the best way for us to grow as a company. Please accept our sincerest apology for the negative experience you feel you have had with us, as that is definitely not our goal here at Frontpoint. Thanks again for sharing your experience and we wish you the best of luck with all your security needs going forward.

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Ilena Nhb

I must give credit where it's due

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I just very recently purchased a home security system and monitoring from Frontpoint. Things at first did not get off on the right foot, and admittedly I still feel a little chapped because of the "service" I got at my old company. To make a long story short, never had I been treated so rudely, dismissively and disrespectfully by a company I pay to perform a service as with that company. Frontpoint has been completely opposite in that regard. We're still working on one issue, but my system except for that has been working beautifully, and we are working on a solution to that issue now. Frontpoint at least reaches out and tries and mostly does make things right. Customer service has been great and more than sympathetic to my own situation. They are even trying to work around the one issue mentioned above without having me spend more money; instead exhausting all options before going that route. Companies like that are rare. To Frontpoint, I'd like to say I think you have something good going. As long as you keep moving forward it will remain so. I think the problem with my former company is it became complacent and now takes customers for granted and gets by on its name. It won't have much of a name the way it's going. And please, don't sell the company. That's one way that company likes to eliminate competition, since it can't win on merit anymore. I like Frontpoint with the direction it's taking. That's unusual these days.
View full review
Reason of review:
Overall service, system and responsive company
Praneel Pth
map-marker Clovis, New Mexico

My experience with Vivint, FrontPoint, LiveWatch, and Simplesafe

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This is my experience based on researching and making a decision on which security system to purchase for my home in rural New Mexico, in March 2016. Vivint with their hard sell tactics and verbal insults telling my wife she was "***" when she asked the guy going door to door to just leave some information for us to review, contributed to them falling way short! The reason I am telling my story here is that there are not many sites I could find that give you real reviews from actual customers. Most sites look like they are owned by one of the bigger companies and claim to be honestly and unbiasedly reviewing companies. Probably why this site is buried several pages back. My apologies for the length

-------------------------My Review----------------------------

My wife and I spent over 3 months researching security systems. We scoured the internet for information and also checked Consumer Reports but found they have not reported on this subject yet. We mostly looked at ADT (not available in our small town), FrontPoint (we purchased), LiveWatch (bombarded me with emails, texts and calls), Vivant (sent sales people door to door in our small town and tried to hard sell my wife at the door, told her they had no information to pass out and she was “***” for not signing up with them, and SimpleSafe (proprietary product and seems to be more geared to an apartment dweller than a large home.

Considering our needs and ours alone, each search we made seemed lead us back to FrontPoint. I also have a good friend who has been a FrontPoint customer for years and they had nothing negative to say. Their recommendation combined with what we found on the internet led us to purchasing a FrontPoint system which was installed and activated on 9 March 2016. So far it has been everything they advertise and we are pleased with our purchase.

The name of our salesman was Nick and he was very professional throughout the process, answering all of our crazy questions and the installation team was nothing but professional and patient during our initial installation phone call as well as the other 6-8 calls we made to get clarification. Worth noting is that NOT once and I gave them plenty of opportunity, did anyone at FrontPoint ever "bash" their competition and this did factor into our final decision. Here are some of points that contributed to our final decision:

Upside:

-Overall easy purchase and installation process.

-No "hard sell" tactics and transparency

-No bashing of competition.

-Modern stylish system.

-Easy installation (less than 30 minutes with the only one issue is that our doors have wood molding around the frames which causes the doors to be inset by about ½ inch. The double sided tape included in the shipment was not compatible with this type of installation. The sensors needed to be “built up” by ½ inch to meet the magnet. FrontPoint said because you have this type of configuration with style of doors, “we will send you some thicker double sided tape to use”, they did and it arrived 4 days later but the last thing you want to hear when you have a fancy new security system is that you must wait a few days because of something simple like tape. They did say that if I needed to purchase some tape at one of our hardware stores that they would credit my account if I produced a receipt. We did this and may or may not choose to submit the $6 receipt. By the time we discovered this late in the evening, all of the hardware stores had closed so we did have to wait until the next day regardless. It was just an unfortunate bummer that could have been alleviated by simply asking what kind of doors we had and including the correct tape from the start or just assume and include the tape anyway because it doesn’t add but a few dollars in overall cost). Hopefully an ideal if FrontPoint is reading this.

-So far no false alarms.

-Very professional, patient, and helpful customer service/installation team. I even sent a photo of our house plan to the guy at FrontPoint and he used it to help determine where to place sensors.

-Nonproprietary equipment.

-Pet friendly at least for our two cats.

-User-friendly app.

-Full 30 day trial period that begins the day it is delivered.

-Autopay and user-friendly website.

Downside:

-3 year contract (in the end this isn’t such a big deal because a person doesn’t usually change security system companies every year but if you think you might be moving overseas or something it could become a big deal). Also you can get a 1 year contract but you must give up the incentives offered under the 3 year deal.

-No thicker double sided tape included, see note in upside above.

-One of the highest monthly monitoring fees but I am a believer in you generally get what you pay for.

-We did not discover this until installation but with the older type of a “button” control panel we ordered, the buttons are brightly backlit at night. The problem is that unless you have a light on or a flashlight, you can’t read the print above each buttons to see which ones to push. I suggested to FrontPoint that they put the name on the button or backlight the text. I am hopeful this will not be as big of a problem once we get used to what the buttons are and where they are on the panel.

Other relevant infomation

-Neither a Pro nor a *** but when we finalized our deal, we made certain our friends who recommended us, were given credit in the amount of a free month of monitoring. Our sales rep assured us that it would be taken care of once our initial 30 day trial period was up when at the same time we were also entitled to a free month worth of service. Perhaps their computer system didn’t save this information or something else happened but when I inquired during our installation if our friends would get their free month for recommending us, the person told me that our file mentioned nothing about it or our free month. I have checked back since and it is noted in our file. Time will tell if they actually come through with it.

-Our free “month” of service is actually only 21 days because FrontPoint bills all of their customers on the first day of the month and since we activated on the ninth day of the month, our free month expires on the last day of the month. Not a huge deal but if they are going to give a free month then it should be a month or don’t call it a free month.

-I noticed a trend with FrontPoint as we were doing our internet research and that is that the company has a clause stated CLEARLY (not even in the fine print and they specifically go over this paragraph when you sign) in its contract that states you could be billed and are responsible for 80% of your remaining contract as a penalty for any early cancellation. There were numerous complaints about this subject and I only have this to say, if you sign a contract that has an early cancellation fee, then don’t hold the company responsible if they enforce it and you better believe they will. Now they have a clause that says this may not apply to people in the military if deployed overseas and they are correct because they have a legal obligation to the military to do so and not because FrontPoint is extra patriotic or something like that. Now if you are not part of the military and are moved overseas, you can attempt to talk your way out of it but I would say you had better be willing to pay up and again, don’t blame FrontPoint for holding you to the contract you signed.

-So I did almost 100% of this deal on my smart phone up to and including signing the contract which I did read. Once it was signed, I asked my sales rep to PDF it and email to me for my records because honestly I may have missed something by trying to read it on my cell phone. He went away and came back on the line only to tell me his system had a glitch and he couldn’t email me the contract. Since I am always on the lookout for scammers and cheats on the internet and really don’t have trust in anyone anymore until proven otherwise, this gave me a sinking feeling in the pit of my stomach that I had been had! The sales rep stated that there would be a signed contract in the box when the system arrived and I had to put it out of my mind for a few days while it shipped. The system did arrive about three days earlier than they said and the first thing I looked for was a copy of the contract and there wasn’t one. I immediately called FrontPoint and explained to the person that before I unboxed anything, I had better have a copy of the contract I signed in front of me soonest or it was going straight back to FedEx. He happily complied and emailed me the contract and it was as I had remembered reading with the exception of four additional pages which had something to do with a cancellation policy for Alarm.com or something like that. I guess they are the monitoring parent company of FrontPoint or something like that and although it states something about a 3-day cancellation period I am certain that I do indeed have 30 days from time of activation to cancel with no fee or obligation and based on our weeks’ worth of experience, I don’t see cancellation happening.

-I highly recommend anyone researching security companies to make sure they understand what the respective company’s terms are. For example, one of the companies, I believe it may have been LiveWatch gives you a 15 day free trial period but it begins once the system leaves their warehouse and ends once it is received back at their warehouse. If you are lucky you may in reality have up to three days to test your system before locking yourself into a contract

In the end this is something I hope to never use but it has given my wife great piece of mind and I think FrontPoint is an honest operation. If I find otherwise, I will be quick to post it.

View full review
Cons:
  • Vivint-livewatch-simplesafe
Reason of review:
Good customer service
1 comment
Guest

frontpoint shill

Anonymous

Poor support, poor equipment.

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System is like all the others but their staff isn't very good. Had a false alarm and the person who called knew almost nothing, just very poor response.

I have to do all the troubleshooting. Does not respond to communications promptly. This is one of those companies that think good customer service is talking nicely, when they really don't have many answers. Lip service you can get from anyone - good technical knowledge is in short supply at Frontpoint.

Very few staff actually know anything about the system and are of little help.

If you're not technically capable - I would not recommend Frontpoint. If you technically capable, you might be able to work their system, but count on frustrations!

View full review
Reason of review:
Poor customer service
1 comment
FrontPoint

Thank you for bringing this to our attention! We would love the opportunity to make this situation right for you, however, we are having trouble locating your account based on the information provided here.

At your earliest convenience, could you please email us at WeCare@frontpointsecurity.com with the name on your account? Thanks again and we hope to hear from you soon!

Resolved
Audie Oug
map-marker New York, New York

Resolved: Frontpoint Security - Security System Review

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Updated by user Oct 25, 2016

Everything has been handled and taken care of amicably. I appreciate front point reaching out to me.

Original review Oct 25, 2016
I have been with the company for over three years now. I am well passed my contract expiration, however today I called to cancel my services and was told that I have to give 30 days notice, and will be charged for the 30 days while waiting to cancel. This is absolutely absurd, they are forcing me to pay another month of service, just to cancel. I will be involving a lawyer, if they do not allow me to stop service immediately.
View full review
Reason of review:
Return, Exchange or Cancellation Policy
3 comments
Guest

I have finished with my Front Point 3 year contract. I called to cancel monitoring service this morning.

Was told the same thing about the 30 day written cancellation.

Front Point sent me an email to reply to, to cancel service. I still have to pay for the next 30 days, but at least after that, I won't be paying any more monthly fees.

Guest

How was this resolved? I believe I will face this same issue as I attempt to cancel.

Guest

"involving a lawyer"

Better read your agreement before spending money on a lawyer just to make you didn't agree to a 30 day notice

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Resolved
Hershal Vyu
map-marker Morgantown, West Virginia

Resolved: NIGHTMARE!! DON'T DO IT!!!! Go with a reputable company instead!!!

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Updated by user Aug 25, 2016

A representative from Frontpoint, named Rey, contacted me about the bad experience I had with one of their sales reps. He listened, and was very empathetic to the treatment I received and helped figure out a way to help me cancel my service that worked for both me and them. I regret that I wasn't more careful up-front about the contract involvement, and probably wouldn't do that in the future.

I have to say that I'm glad Frontpoint has addressed the issue of having a hostile-behaving customer service rep, and reached out to me to both express apology and resolve the issue that I had.

Original review Aug 17, 2016
This company is a scam. I've had Frontpoint for about 2 years now. Not very happy with the fact that the system goes off-line for no apparent reason. Not happy either with the cheap door sensors that are glued to the door facing and constantly require fussing with - they come unglued, get in the way of the door shutting and have to be re-adjusted constantly. Then try to cancel the service. I was told on the phone at the outset that there was a 2 year contract. I call to cancel and find out it's a 3 year contract. BAIT AND SWITCH. The sales person initially LIED to me. Period. The customer service rep who advised me of the ~~$500 it will cost to cancel my service was RUDE and OBNOXIOUS. Horribly condescending - talked down to me. I see after looking at internet review sites that are genuine (not the pay for review sites) that I'm not the only one who has been scammed by these people with the contract as well as inferior service. Pretty much a nightmare. Horrified that I've been taken advantage of this way, and that I fell for their sales techniques.
View full review
Loss:
$500
Pros:
  • Easy to set up
Cons:
  • Cheap door sensors
  • Misrepresentation
  • Bait-and-switch tactics
Reason of review:
Poor customer service

Preferred solution: to be released from the contract

1 comment
FrontPoint

Thank you for bringing your concerns to our attention. It is important to us that you receive all the help you need so we are going to have one of our Support Supervisors reach out you shortly to address your concerns in detail. Thanks again and we look forward to speaking with you soon!

Anonymous
map-marker Atlanta, Georgia

Frontpoint Security - Customer Care Review from Atlanta, Georgia

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I want to first say front point has exceptional employees as far as trying to help the best they can but this is the worst service yet and a money pit as well. The contract length is ridiculous and if you think about it. The contract wouldnt need to be 3 or how ever many years it is if it was quality service. During my first thirty days I called to cancel my service and one of the agents begged me to give it a chance and even emailed me after. That was a trick to keep me in the contract. Since then I have been charged with false alarm fees up my neck and I have never been this disgusted with a company. To make things worst I emailed to complain and never got a response. I can't wait until this nightmare is over.
View full review
Reason of review:
Poor customer service
2 comments
Guest

Awesome article it was exceptionally helpful I simply began in this and I’m becoming more acquainted with it better! cheers. keep doing awesome.

https://www.techgeekxonsite.com/security-camera-and-alarm-system-installation/

FrontPoint

Thank you for taking the time to bring your concerns to our attention! We would like the opportunity to make this situation right, however, we are having trouble locating your account based on the information provided here.

At your earliest convenience could you please email us at WeCare@Frontpointsecurity.com with the name on your account? Thanks again and we hope to hear from you soon!

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Anonymous

Short Review on December&nbs-05:00;28,&nbs-05:00;2016

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What ever you do don't get service through this company because they sell you equipment that defective and call fire department on false calls and charge you for it
View full review
Reason of review:
Damaged or defective
Hailynn Kuv
map-marker Lawndale, California

Shady Sales Tactics

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I am currently shopping for an alarm system. Called Frontpoint sales an here is my experience with them.

I spoke to Brenden Shoop. I wanted to ask some technical questions. I told Brenden that I was currently shopping and comparing my options. He said "Why would I want to bother looking at other systems, since Frontpoint is the best?" I was immediately a little irritated by this statement.

Then he said, "Let me run through a sample configuration with you." I figured, why not? He asked me the size of my house. I told him 1200 square feet. Then he asked, "How many doors?" I told him 3 doors.

He asked, "Open floor plan or closed floor plan?" I responded, "Relatively open." Next he said, "Here is what you need: 3 entry sensors, one for each door - one glass breakage sensor, centrally located and the control panel." I told Brendon that there is no way that 1 glass breakage sensor would cover my whole house. I can't hardly believe what he said next. He said, "Are you challenging the advice of a security professional?" I told him it wouldn't work and that many other additional sensors are needed and I gave him reasons why. He responded by saying that I could buy more sensors if I want to but they are not needed.

I would be wasting my money. Next he wrapped up his pitch up by saying that he would give me the system for $112 dollars (as opposed to $222.11) with my good credit. I told him he couldn't run my credit because I froze it. Then Breden lied to me saying that he could run my credit by using my birthday.

Here is the bottom line and my take on this experience: The sales rep didn't give a *** about working with me to design something that would protect my home. He simply wanted to make a sale by keeping the price low and hooking me into a 3 year contract. He didn't care if it worked properly or not, so long as he could collect a commission. I looked at the glass breakage sensor specs on the Frontpoint web page and it must be line-of-site and within 20 feet of a window.

The only way this design would work is if there were no internal walls in the house and you could see every window from one location and the house was a square box. The experience obviously made me angry enough to write this review.

View full review
Reason of review:
Poor customer service
3 comments
Guest

Thank you for the review. I was told the same scenario about the multiple windows.

Guest

I just signed up for a system and did some research on this company. I am finding good and bad reviews..thank you all for the inputs. I will defenitely cancel within 30 days if i see these same issues.

Sid

FrontPoint

We first ask that you please accept our sincerest apology for the way you were treated during your sales process as it is far from the Frontpoint experience and quality of service we take great pride in providing. We would like the opportunity to make this situation right and look into your interactions with your sales representative so we can take any and all necessary actions to ensure this kind of thing does not happen again.

At this time, we are having difficulty finding your interactions based off the information in your profile so at your earliest convenience, could please email us at WeCare@Frontpointsecurity.com with the name and/or phone # you sent in with your requested quote? Thank you again and we hope to hear from you soon!

View more comments (2)
Anonymous
map-marker Villa Park, Illinois

Frontpoint Security Security System Review from Villa Park, Illinois

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BUYER BEWARE!!! This is a three year contract even if your equipment stops working!! We were happy when we first agreed to this as we rent Our house and wanted to take our alarm system with us when we moved. Upon getting the equipment one of our door sensors did not fit one of the doors, and the alarm was barely audible outside the room the base was in. When the equipment stopped working I stopped paying. Now I have nasty employees from Rosenthal, Morgan, and Chase calling me. I have yet to receive a bill showing why I owe almost $1000. I have asked repeatedly for a copy of my bill and nothing. Just phone calls from very rude people. I just want to see in writing what I'm paying for. Is it prorated or what. I regret signing with this company.
View full review
Reason of review:
Bad quality
1 comment
FrontPoint

Thank you for taking the time to bring your concerns to our attention. We would like to look into your account and see if there is anything we can do to make this situation right, however, we are having trouble locating your account based off the information provided here.

At your earliest convenience, could you please email us at WeCare@frontpointsecurity.com with the name on your account? Thanks again and we hope to hear from you soon.

Resolved
Mellie Gbb
map-marker Portland, Oregon

Resolved: BEWARE OF CONTRACTS

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BEWARE! You will be entering into a full 3 year contract which you cannot break. Strange, since their equipment does. We kept having issues with our very small dogs setting off motion sensors, so they had us move them around. (It costs money if you have false alarms, you know.) Their mobile app only worked for one of us. Then we came to a point where we needed to watch our pennies (compensation change) and needed to quit service. It would cost us nearly a thousand to break our contract. No bending at all. They kept wanting us to move our equipment around. I am very unhappy about this service!
View full review
Reason of review:
Bad quality
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