Additional Complaint Information
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FrontPoint Security Solutions LLC invites consumers with complaints to contact their customer service department directly at https://www.frontpointsecurity.com/contact. Please understand that you may file a complaint with BBB now, even if you have not contacted the business directly about the matter in question, or at any time in the process of working with the business.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On August 30 I tried to contact Frontpoint in order to cancel my service. The company only allows phone contact in order to cancel. The only way to get with their representative is by leaving a call back number, and no time estimate is given on when they will call back. The company states that it could be the same day or the next day. I have a busy schedule, and I cannot afford to wait by the phone for them to call. This has resulted in numerous missed calls, and each time I have to call back and leave my number again. On 31 August I contacted them via email, and I was informed that the only way to cancel is by phone call. I was finally able to get the call on September 17. I was informed that in order to cancel, I have to pay for an extra month (2 months for me because I had already paid for September. I have no contract with them, and the company states that I can cancel any time, which is not true. It is not true. It is unfair for them to charge 2 months without service provision.
Business response
10/20/2021
To Whom It May Concern,
We want to make sure every customer has an excellent experience with us, which is why this customer’s complaint is being taken very seriously.
On 09/28/2021 One of our Account Supervisors attempted to reached out to the customer regarding an excess charge on their account.
Our supervisor determined the customer's original attempt to cancel and their inability to make contact with a representative at that time.
Our supervisor honored the customer's original cancellation date and issued a refund for the customer's final month payment.The customer accepted this resolution.
On 09/29/2021 a customer refund request was submitted and approved totaling $53.73 to account for the customer's undue final month of charges.
At this time the customer account is set to cancel at the end of the month and the customer is not obligated towards any further payments to Frontpoint.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
10/22/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
09/17/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
FrontPoint offered me a deal in March this year, asking me to enter into an one-year contract in exchange for a ******* 4G radio for free. I received a message from FrontPoint this week informing me that it is increasing the monthly charge, because FrontPoint is discontinuing the existing plan; I am attaching the email from FrontPoint as supporting document. The monthly charge on the contract is good for a year, and one year has not gone by. FrontPoint's decision to discontinue a certain product should not affect the monthly charge during the Initial Term of the contract. Its attempt to lock me in for a year, and increase the price half way through the Initial Term, is dishonest.Business response
10/20/2021
To Whom It May Concern,
We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously.
On 09/28/2021 One of our Account Supervisors attempted to reached out to the customer regarding their account status and rate increase.
The customer felt it was dishonest for their rate to be increased as a result of our lower cost plan discontinuation.
Customer originally signed up for a contract that states a monthly monitoring rate of $34.99 per month for a year.
Our supervisor offered to honor the ultimate monitoring package the customer cited price.
The customer accepted this resolution and our supervisor updated the customer account as well as sent documentation confirming the rate.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
10/20/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.While I never got to talk to FrontPoint on 9/28/2021, as long as FrontPoint continues to honor the monthly rate as stated in the March 2021 contract, I will not pursue this matter further at this point. Be advised that I am actively monitoring the account and reserve the right to bring additional complaint against FrontPoint for any breach of contractual terms.
Regards,
*******************Initial Complaint
09/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged more than 200.00 for a doorbell camera after I admit not returning in the 30days when I called to explain the reason and request to remove the charges because it caused an overdraft in my account as well as update the **** info for ***** pick up I was told something MORE I am under a contract ?? Well Im not aware of being under a contract for equipment I purchased Im so upset and it took 3hours to get a return call after being on hold for 45minutes.Business response
10/19/2021
To Whom It May Concern,
We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously.
On 09/28/2021 One of our Account Supervisors attempted to reached out to the customer regarding their account status and excess charges to their account.
The customer was upset regarding and unreturned charge on their account.
Our supervisor determined that the customer was already assisted by our representatives on their camera return and refund on 09/15/21
The representative also explained the customer was outside of their risk free trial period and therefore could not return the system without cancelling their contract.
On 09/15/2021 a customer refund request was submitted and approved totaling $203.29 for the unwanted items issued to the customer.
The customer account is currently active and our supervisors offered to assist the customer with any further system related questions or guidance they should require.
The customer declined.
Our supervisor left the account as is, as our representatives were able to assist the customer with their camera return and refund, as well as issue them guidance on cancellation, which the customer declined to resort to.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointInitial Complaint
09/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Front point is still changing me for their services after I canceled their service months ago. When I try calling them they say they will call me back, for me to leave a call back number. When they did call back it was the next day at 7am, they again give me a recording asking me to leave a call back number, it all started over again.Business response
10/10/2021
To Whom it May Concern
We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously.
Between 09/29/2021 and 10/08/2021 One of our supervisors attempted to reach out to the customer regarding their BBB complaint and cancellation attempt.
As determined by our supervisor, the customer complaint appears to already be resolved, as the customer account is already cancelled, and notes indicate the customer called in to complete such.
The customer was unresponsive to any of the above described attempts to contact them and confirm their situation was satisfactory.
At this time the customer account is cancelled and the customer is not obligated towards any further payments to Frontpoint.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
10/12/2021
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:for a entire year after I first cancel I was changed $49.00 a month. I wont be hold until I receive my overpayments!
Regards,
*********************************Business response
11/06/2021
To Whom it May Concern
We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously.
Between 09/29/2021 and 10/08/2021 One of our supervisors attempted to reach out to the customer regarding their BBB complaint and cancellation attempt.
As determined by our supervisor, the customer complaint appears to already be resolved, as the customer account is already cancelled, and notes indicate the customer called in to complete such.
The customer was unresponsive to any of the above described attempts to contact them and confirm their situation was satisfactory.
At this time the customer account is cancelled and the customer is not obligated towards any further payments to Frontpoint.
In response to the Customer's most recent BBB Rejection: Our supervisors were unable to find any record indicating the customer had attempted a cancellation of their account in the prior year, or ever at all.Our supervisors are willing to accept a customer cancellation email notice should the customer be able to locate and forward their initial cancellation email - as evidence of their cited cancellation attempt.
At this time the customer account is cancelled and the customer is not obligated towards any further payments to Frontpoint.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointInitial Complaint
08/19/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
On July of 2018 I got a 3 yr contract with Front Point Security due to my abusive ex. The security failed an I was forced to sale my home an leave the state. I moved back to PA to care for my dad. Front point said if I pay the 2 months behind of $69.98 they will suspend account for six months and time left on contract would extend to end of contact. I payed, they never suspended. I've called them several times to no resolve of why they didn't suspend per agreed. They have harassed me everyday with one to two calls plus emails since Nov. Of 2020. The contract was expired as of July 2021. 7 month I didn't pay for due to security system not keeping me safe, harassment daily, cov-19, loss of house an job an most my possessions due to having to move. I feel I owe nothing, they feel I owe over $300.00. $34.99 per mth for 7 month is $244.93. seems they didn't cancel contract as requested over two years ago when I was trying to sale my house. They never stuck to their agreements but harassed mBusiness response
09/22/2021
To Whom it May Concern
We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously.
On 09/15/2021 one of our supervisors reached out to the customer regarding their cancellation complaint.
Our supervisor determined that the customer had never met their accounts cancellation requirements per their contract terms.
Our supervisor was unable to make contact with the customer after reaching out to them multiple times.
Our supervisor utilized the customer's BBB complaint in order to avoid an increase in the customer's past due balance.
Out of good faith to the customer, our supervisor will backdate the customer's cancellation and waive the remaining two months of balance owed as a result from the customer's contract renewal on 07.31.2021.
This way the customer will only owe the balance outlined in the customer contract prior to their renewal for a month to month contract.
On 09/17/2021 a customer credit request totaling $***** was submitted and approved to account for the customers two months worth of charges that took place between 07.31.2021 and present.
At this time the customer account is pending cancellation for the end of the month
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
09/28/2021
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
*********************Initial Complaint
08/17/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Unable to get FrontPoint Security to cancel my account. being harassed for payment 5/21 trouble with control panel request account to be cancelled.Business response
09/15/2021
To Whom it May Concern
We want to make sure every customer has an excellent experience with us, which is why this customer’s complaint is being taken very seriously.
On 08/23/2021 one of our supervisors reached out to the customer regarding their equipment issues and BBB complaint.
The customer originally had called in the month of May 2021 for help with their panel.
A new battery was sent out to the customer however it did not resolve the issue.
The customer was requested to renew their contract for a free replacement panel, they opted instead to cancel their contract.
The customer's cancellation link failed, and as a result, our supervisor offered to waive the customer's charges on their account past the month of June, and to manually cancel the customer account.
The customer accepted this resolution.
On 08/23/2021 a customer refund request was submitted and approved totaling $108.22 to account for the customers undue charges.
At this time the customer account is cancelled and the customer is not obligated towards any further payments to Frontpoint
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
09/16/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****
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Get a QuoteCustomer Complaints Summary
626 total complaints in the last 3 years.
53 complaints closed in the last 12 months.