Frontpoint Security
Reviews and Complaints
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
Resolved: Frontpoint Security - Delivery Service Review
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?
Very Deceptive
Frontpoint Security - Security System Review
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!
Preferred solution: Full refund
I must give credit where it's due
My experience with Vivint, FrontPoint, LiveWatch, and Simplesafe
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.
- Vivint-livewatch-simplesafe
Poor support, poor equipment.
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!
Resolved: Frontpoint Security - Security System Review
Everything has been handled and taken care of amicably. I appreciate front point reaching out to me.
Resolved: NIGHTMARE!! DON'T DO IT!!!! Go with a reputable company instead!!!
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.
- Easy to set up
- Cheap door sensors
- Misrepresentation
- Bait-and-switch tactics
Preferred solution: to be released from the contract
Frontpoint Security - Customer Care Review from Atlanta, Georgia
Short Review on December&nbs-05:00;28,&nbs-05:00;2016
Shady Sales Tactics
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.
Frontpoint Security Security System Review from Villa Park, Illinois
Resolved: BEWARE OF CONTRACTS
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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!
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.
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.
I definitely will. Looking forward to get the first components installed and the system up and running this weekend.