ComplaintsforFrontPoint Security Solutions, LLC

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some months ago, the security camera above my garage just stopped working. I called customer service and communicated to them how I troubleshot the issue to confirm that the camera was no longer operating. They agreed with my diagnosis and said the camera was still under warranty. They sent me a new one. However, when I got the new camera, technical phone support personnel were unable to help me get the camera setup on my wifi. I called them Friday, Feb 10th at 2:27pm and was on the phone a tech for 51 minutes before I realized the tech was basically just repeating the same steps that we went though previously. I told the tech that if she didnt have anything new to try then I could not spend anymore time on it. Then, this morning (2/13) I called back again at 8:37am and spoke with a tech named *****. I was on the phone with ***** for 1 hour and 57 minutes. He took me through many of the same steps as the previous tech. I even unscrewed the camera from the garage door frame and relocated it right next to my router. Still, the camera would not connect to my wifi. I asked to speak with a supervisor several times during the call. The first and second time I was put on hold so ***** could look for available supervisor. Then, at the end of the phone I was told that he could have a supervisor call me back in 24-48hrs. This is not going to work for me because tomorrow I will be back at work and do not have another 1] hour to spend on the phone with these people. When I first signed up with Frontpoint back in 2018/19, they had very good techs. Once they started pushing contracts on their customers the customer support began going downhill. Its technical reps are just literally reading from FAQ and help files online and do not any real technical or knowledge on their systems. I now have a camera that does not work and there has been no kind of path forward provided by frontpoint. I have no idea if I will ever be able to use this device.

  

  Business response

  03/20/2023

  Dear ****************,
  
  We appreciate the opportunity to review your experience along with the interaction and service history of your account. 
  
  While Frontpoint is known for its user friendly DIY system, there are instances that may require engagement of our higher tiers of support to aid in troubleshooting. We sincerely apologize that a callback wasn't offered to you at the time, which only added frustration to your current situation.
  
  A supervisor will be in touch with you to review the signaling history of your equipment and to offer additional support and insights. In the meantime, we've applied a credit to your account for the month of April, as a courtesy, while we work with you to restore your camera's service.
  
  We strive to provide first-in-class support and it is important for us to know when our customers feel that we've missed the mark. We apologize for any inconvenience caused and thank you for your continued cooperation. 
  
  Please do not hesitate to let us know if there are any further questions or concerns.
  
  Sincerely,
  
  Frontpoint Security
  Quality Assurance
  Voice of the Customer

• Initial Complaint

  02/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tried to cancel the service on multiple times. The system had broke and was calling the police due to a cascading failure if the system resulting in all the motion sensors having to taken off line. Called and talked to a tech who tried to sell me a new system. Had called one two other occasions to get the system shutoff only to still have my card charged. Sold the house in Danville and these fraudsters are still charging the card two months after the house was sold. Then tried to double charge on the last month before we had to cancel the card ti keep these thieves from using it. We had the system for more than five years and had no contract since it had expired two plus years earlier. Only a criminal will continue to charge you for a service that will not even work after being told many times to cancel it. I am thinking about legal action and taking them to court and put them in front of a local jury.

  

  Business response

  03/16/2023

  We strive to ensure every customer has an excellent experience with Frontpoint and take each customer complaint as an opportunity to review and improve. 
  
  The account is fully closed and this customer will no longer receive further billing for Frontpoint products or services.
  
  We believe the stated concerns have been fully addressed and no longer require any additional action. Please do not hesitate to let me know if there are any further questions or concerns.  
  
  Frontpoint Security

  Customer response

  03/17/2023

  [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: They continued to charge three months past the time the house had been sold even though they were informed months earlier to close the account. Bad business practice and then tried to double bill a month after the service had been closed.
  
  Regards,
  
  *******************
  

  

  Business response

  03/29/2023

  To Whom It May Concern,
  
  Frontpoint takes all customer complaints seriously and welcomes the chance to review any customer account for accuracy and improvement to the customer experience.
  
  Upon review of this customer's complaint, we did find that the 30 day written notice that is required per the Frontpoint contract was submitted on 12/01/2022.  As there are 31 days in December, the second monthly charge should not have occurred and a refund was submitted for this charge as well as for the December 1st normal monthly rate charge as a courtesy.
  
  For the customer's claim of having informed of us of their intent to cancel prior to this time,they did call us on 01/19/2022 to inquire about cancelling the account.  At this time they were informed of the requirement to submit a written 30 day notice to close out the Frontpoint contract.  This notice can be supplied through mail but to make the process easier Frontpoint does provide and emailed link through which a customer may submit the notice online.  We do not have any record of receiving a written notice from this customer through either method.
  
  In addition, Frontpoint does send a text message reminder to any customer that was sent the link in the case that it wasn't completed within 48 hours to help ensure that it wasn't forgotten.  It was sent to this customer on 01/21/2022 at 6:05pm EST.  Lastly, as this customer's panel was in need of an upgrade to maintain reliable communication with us, from the date of 1/19/2022 through 12/01/2022 we did proactively reach out to the customer via phone no less than 43 times, in addition to multiple email and mail notifications.  At no point during these contact attempts did the customer pick up the phone or call us back to inform us of their belief that the account was cancelled.
  
  We do understand that sometimes things can get lost in the mail.  We have left communication open to the customer so that they may provide us with a certified mail tracking number, timestamped emails, or any other form of evidence that they did in fact complete their cancellation.  In such case that they provide it, we would more than happily backdate the cancellation and provide a refund.  Without any such evidence, we would not be able to provide more than the courtesy refund that we already have.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint
  Voice of the Customer Department

  Customer response

  04/04/2023

  [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 over a year I had a system that didn’t work. When I told them about this they offered to sell me a new system. I am happy they have supposedly credited my account however they are still trying to make me out to be the bad guy in their commentary. I was paying for a service that didn’t work and had a great deal of trouble getting it cancelled. An apology should be in order for that alone. 
  

  Regards,
  
  *******************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** from Frontpoint and ****** representative sold me an equipment that was not described to me and sold me a doorbell camera when I explained to them that I live in an apartment complex. I told them that I did not sign any contract and they refused to cancel my order and told me I have to commit to this plan until 2024. I would like to cancel. No one communicated these terms and I was told that I can cancel at anytime without any fees. **** also told me I would have to pay $900 to cancel.

  

  Business response

  02/03/2023

  To Whom It May Concern,
  
  We strive to ensure every customer has an excellent experience with Frontpoint and take each customer complaint as an opportunity to review and improve.  We appreciate the opportunity to review this customers experience. Frontpoint has carefully investigated this matter and has provided the following details to aid in explanation. 
  
  This customer was sold a system that included a doorbell camera for their home.  There was an indication that they were installing the system in an apartment however this alone does not necessarily mean that the doorbell camera would be unusable.  In such cases as these we do have a 30 day return period and are often willing to extend this period once we are notified of the inability to use a purchased device.  In this case we were told that the doorbell camera was unusable approximately one year later leading to our original decision that it was too late to return the device.
  
  The customer did also sign the 3 year contract and this was provided to the customer at the time of purchase.  We offer these contracts to dramatically lower the upfront cost of the equipment and any cancellation prior to the end of the term does require a early termination fee so that we may ensure a recoup of the discounts given.
  
  Upon review of this customer's situation Frontpoint has considered the fact of being unable to use the entire product and the amounts of money paid thus far.  We have offered a reduced payoff amount that was agreed to and paid by the customer.  No further action or payment is needed to close the account on the customer's part.  Frontpoint considers this matter complete.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Frontpoint has deactivated their website so I cannot adjust the settings on my security cameras as a result of this my cameras shot 1000 uploads which is the monthly limit for each camera and is no longer functioning. I have contacted Frontpoint support about this issue and as I talked with support they assured me that their website is working fine and had no reports of problems but as I talked with them for about 5 minutes all of a sudden they did a 180 degree turn around and said out of the blue yes we are experiencing problems with their website, it seem very suspicious and I truly believe only my account and access to their website has been deactivated so I cannot adjust the settings to my cameras resulting in the camera not functioning at all until Janurary 1, 2023. I have been a customer for 8 years! I would like Frontpoint to replenish my 1000 uploads due to their defective (so they say) website. I have been a customer for 8 years! with many suspicious occurrences, like 50 FALSE ALARMS going off in 8 years! and not even 1 legitimate alarm or burglary. Support has been very terrible and they wont do nothing about problems bought to them. I would like my 1000 uploads replenished by frontpoint due to their defective website (so they say). I would like to ask the BBB to investigate if EVERY CUSTOMER is experiencing trouble with their website. when I asked support is every customer is experiencing this problem but they refused to answer.

  

  Business response

  12/26/2022

  To whom it may concern,
  
  Frontpoint welcomes any opportunity to review a customer's account and experience.  We have investigated this situation and found the following information.
  
  At the time of the customer's original call to us on December 11th, Frontpoint was experiencing an issue that prevented a handful of customers who had two factor authentication from logging in without resetting their passwords.  The issue was just being discovered around that time so the representative that the customer spoke with was not immediately familiar with it.
  
  The customer did call back on December 13th and at that time we did help the customer get logged back in and gave them the increase to the clip limit temporarily free of charge as they weren't able to adjust their recording settings due to the outage.
  
  We confirmed with the customer after receiving this complaint that the issue has at this point been fully resolved.  They are welcome to reach back out directly if they need any further assistance.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  11/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  FrontPoint makes it impossible to cancel. I had FrontPoint for 6 years. I entered into two 3-year contracts with this company. Initially the company seemed responsive to technical issues with their equipment. I soon learned that FP wanted their customers to pay malfunctioning equipment or sign up again for another 3 year contract in order to get their equipment replaced. Equipment failures ranged from malfunctioning sensors, hubs and keypads. On three separate occasion I was awakened by a terrifying Frontpoint system false alarms. On one of those occasions, I was awakened in the middle a night by a false smoke detection alarm. Can you imagine the terror, being awakened from a sound sleep by piercing alarm with no fire to be found. The final straw came when my FrontPoint hub stopped (the brains of the system) with 6 months left on my contract. The only way to get my hub replaced was to sign up for another 3 years of torture. No thank you. Attempts to cancel: I initially tried to cancel by reaching the support email via the app, but I was ignored. I requested a cancellation via chat portal but I was told the only way to cancel was to call the 800 #. I was unable to cancel via the [email protected] email address, which is now a non working email address. I finally reached a real person by phone and I was sent an online link to cancel, but Front point wanted to charge 95 dollars to cancel before my cancellation request would be confirmed. They explained that $47 was past due because they did not acknowledge my previous request for cancellation. The second $47 dollars charge was for not given 30 days notice, even thought I tried to cancel 3 months prior. Frontpoint is trying persuade customers to cancel by phone so that their cancellation requests cannot be documented. FP never provided me a transcript of my chat calls as requested. I also did not receive a response to my online requests. I refused to pay for services not received. I reserve the right to cancel!

  

  Business response

  12/08/2022

  To whom it may concern,

  Frontpoint is glad to have the opportunity to review this customer's case.  We have investigated and due to both the technical issues experienced and the original email contact attempt being lost we decided and agreed with the customer to close the account with no further payments due.  We apologize for any inconvenience the customer experienced and appreciate being informed of the situation that we might improve our support experience moving forward.  We believe the situation to be fully resolved but please let me know if there are any further questions or concerns.

  Thanks,

  Frontpoint Security

  Voice of the Customer Department

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have for days tried to get help setting up a second person as a user on the security system. Tech support keeps telling me to read the instructions. All I have is my cell phone no internet at home. The company will contact me while I’m not home so I can’t do anything be be sure the 2nd person is getting what is necessary. They have 3 year paid in full now they need to do the right thing and help me. I have many emails

  

  Business response

  11/28/2022

  To whom it may concern,
  
  We strive to ensure every customer has an excellent experience with Frontpoint and take each customer complaint as an opportunity to review and improve. 
  
  On 11/21/2022, Tim P********* (Customer Support Supervisor) made contact with one of the secondary users (******) and was able to successfully assist him in logging in.
  
  An offer was made to contact the other secondary user to assist with getting logged in.
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations. We regret any inconvenience or frustration caused and look forward to assisting with any future needs. 
  
  Please let us know if there are any further questions or concerns.
  
  Warm regards,
  
  Frontpoint Security

  Customer response

  11/30/2022

  My issue is still when you tell this company when you are available they will call when its convenient for them I understand that the second person was helped.  But they call when I'm at work and as a truck driver I can do nothing at home.  I fell that this company cares nothing about the custome only the money
  
  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

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am seeking a full refund on my services and a cancelation on my service. I have been trying to speak to Frontpoint Security for months ( March) to get help on my system. At 1st it was broken and I needed help to fix it. I continued to be on hold for up to 45 min at a time ( at least 10xs I have waited on hold but had to get to work calls). I would also try to leave my number for call backs. They only call during work hours and have no ID on phone number. I have meetings all day. I have spoken to a couple of people during that time who said they could not help me as they do not refund money on service fees. One person even hung up on me ( about a month ago). I am now a customer of *** since May as my Frontpoint system was broken and crime was escalating in my area ( and I am a single mom). I have spent hours and hours dealing with this and it has been the worst customer service and highest stress in my life ( in regards to service). They refuse to refund all of my money. I have been paying for TWO services all these months because I have been UNABLE to cancel my service and get a refund from Frontpoint. The person who hang up on me deleted the record of my call. They are saying I owe them 225$ and that I am overdue. I am so stressed and am so frustrated. Please help.

  Customer response

  11/08/2022

  From: ****** <*******************>
  

  Date: Wed, Nov 2, 2022 at 4:22 PM
  

  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  

  To: Better Business Bureau <[email protected]>, <*******@mybbb.org>
  
  Thank you so much for your help.
  
  Thankfully, the company has settled this dispute!!
  
  ****** ************
  *** ******* ****** ****** ***********

  ***** ******** ***
  Seattle, WA 
  ************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased the frontpoint security system in hopes of having an easy cheap way to monitor my home. i paid the 99 dollar advertised amount and recieved the system no problem. randomly one of my accounts started getting billed and upon my payment i told the lady on the phone to please cancel my account. i assumed she had cancelled the account like she told me then i was continued to be billed. i called multiple times and waited in multiple chats before i was finally informed i was “in a contract” i had never filled out this contract to my knowledge and now i am being billed 80% of the remaining 3 year contract i never knew i signed. which is 1000+ dollars for a service that i never even got the chance to use. i wasted none of their resources. signed no contracts and i am demanding the amount i am being billed for the remaining months be cancelled

  

  Business response

  10/24/2022

  To Whom it may concern, 
  
  Frontpoint has carefully reviewed and investigated this matter and offers the following in response to the stated concern:
  
  Account Closure
  Release from the 3-year agreement with no further payments due.
  
  If the above offer is acceptable, please reply with your formal acceptance to this message or to the direct message sent by our Support Supervisor (Timothy J******) to proceed with account closure.
  
  Please let us know if there are any further questions or concerns that we may be of assistance with. 
  
  Warm regards, 
  
  Frontpoint Security

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started service with FrontPoint August 27 of 2018. We had no issues until we had to move. We bought our new house 4-9-21. I called FrontPoint to transfer our service to our new home. The employee I spoke with said it would be best for him to cancel our current account and start a new service at the new house. I believed him. A couple months down the road I noticed we are being drafted twice a month from FrontPoint. I look into it and find out they are still charging us for our old home (that has no active service or FrontPoint equipment), the account they had canceled for me. We also know the owner of this home and she is secured through ADT. I found a way to remove our accounts from the old account so they would stop auto drafting every month as I tried to call them multiples times with no luck to fix the situation. Every time I was on hold for 2 hours. I tried to go other routes, but they all led me back to this same extension where I was put on hold. They ended up drafting 7 times, a total of $350.00 from our account for our old address before I removed our checking account. They are still, to this date, continuing to charge us every month for that account even though we have another up to date account with actual active service at our current home. I finally got ahold of someone and they basically stated it's our fault and we owe them the whole negative balance on a nonexistent service. I posted a review on Yelp and got a response from them giving me an extension to contact support. That did not work. Now they are about to send a negative balance to collections for a service that doesn't exist. I have screenshots of both accounts and call logs for being on hold. Our names are *** and *************************. We started service at address *****************************. Guthrie, OK,, Aug 27, 2018. We moved to our new address *********************************Guthrie, OK  4/9/21 and have been drafted for both addresses every month since then with no resolution or help from FrontPoint.

  

  Business response

  10/19/2022

  To whom it may concern,

  We strive to ensure every customer has an excellent experience with Frontpoint and take each customer complaint as an opportunity to review, reflect, and address.
  

  After careful review of the information provided and of the interaction records, we've contacted this customer to advise that we will be issuing a refund of the 7 months paid on the account that was to have been cancelled, as well as clearing any erroneous past due amount that remains.

  Please let us know if there are any further questions or concerns that we may be of assistance with.

  Warm regards,

  Frontpoint Security

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For years I have been calling frontpoint to complain about the doorbell camera they have sent me. They have replaced it a few times and it is always the same issue. My camera will detect some motion but not the ones that matter (i.e. a stranger standing right in front of my doorbell). I had a stranger bang on my door last night two times and my doorbell never detected the motion. I had a stranger today come up to my door and knock and no doorbell detection or recording. My doorbell was working earlier and just stops. I also called friends to come over and again it does not show any recording, or notification that someone arrived or left. However, my app shows when I opened the door to let my guest enter and exit, just no recording. I do NOT feel safe with this system. I have and frontpoint has it documented how often this doorbell fails. The excuse frontpoint attempts to use is my wifi. When I speak to frontpoint staff they realize my wifi is not the issue, due to it being high speed. Also my indoor camera, which is further from my router, never gives me issues with live streams. If someone rings my doorbell, the app takes longer than 30 seconds to pull up the video feed. By that time the person is gone and it is not recorded. My doorbell only records when I missed answering the notification or when it wants to. I have spoken to many frontpoint technicians, so my settings are fine. I always spend up to an hour speaking to technicians frequently to address this issue, which has to occur during work hours which causes me to be late back to work. I am paying way to much money for a system that does not work, is outdated, and is a safety concern. Should that individual from last night return, there would be no video feed to show the police. I do not feel safe with your system and I'm requesting either a technician come out free of charge and fix it, or frontpoint allow me to cancel my plan with no penalties as my documentation has spanned over 4 years.

  

  Business response

  09/15/2022

  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 09/14/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.

  This customer cited their dissatisfaction with their equipment- they are having issues with their Doorbell Camera.

  The customer explained it has been replaced multiple times, yet they are still experiencing the same issues.

  The customer cited their desire for a resolution, or cancellation of their service.

  Our supervisor offered to provide a credit for their monthly monitoring fee due to this customer's repeated issues with their equipment.

  Our supervisor began troubleshooting efforts with the customer, and was unable to determine a cause on our end.

  Our supervisor has since contacted our partners for further investigation of this issue. 

  At this time, the credit has been applied to this customer's account, and our supervisor will continue working with this customer to further assist. 
  
  Thank you and please let us know if you have any further questions or concerns
  
  Best,
  
  Frontpoint

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩