ComplaintsforFrontPoint Security Solutions, LLC

Burglar Alarm Systems

Additional Complaint Information

Customer Complaint:

Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

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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Initial Complaint
09/09/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife and I called into cancel month to month on April 16th,2022. We were in process of moving and wanted to cancel to focus on move. I received a call today (Sep 9 2022) attempting to charge my cc. I advised I canceled back in April. They transferred to customer service who confirmed I called in April to cancel. Darius advised since my wife didn’t click a link that service remained active. I advised my wife & I haven’t lived in home since May. After putting me hold, Darius confirmed with supervisor that yes we had canceled, he understood no one in family was living there but that all past and current charges would be required and if we didn’t click on new link we would be sent to collections. I advised I wanted to cancel the account, be refunded from cancelation both parties acknowledged, and have current charges dropped from the date requested (April 16th 2022) both parties acknowledged. This is unscrupulous business behavior designed to entrap customers into recurring payments, prevent cancelation, ignore customer request to cancel, and try to steal as much as possible before account is terminated. When presented with facts no attempt to fix. If not resolved, I will be contacting state AG and exploring fraud and FTC options regarding the matter.
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 09/13/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.
This customer cited their desire to cancel their account and waive the past due balance.
The customer informed our supervisor that their account should have been cancelled in April 2022.
As a courtesy, our supervisors offered to waive the past due balance and cancel this customer's account at no additional charge.
Our supervisor also offered to provide a refund to this customer.
The customer accepted this resolution and asked for the refund to be sent via check.
Our supervisors are in contact with our accounting team to discuss whether we are able to send this customer a check, or if the refund needs to be completed by card.
At this time, the customer's account is set to cancel at the end of October 2022, and the customer is not obligated towards any additional payments to Frontpoint.
Our supervisor will reach out to the customer once they speak with our accounting team regarding their requested refund method.

Thank you and please let us know if you have any further questions or concerns

Best,

Frontpoint
Initial Complaint
08/30/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have never activated the service and never used the service. But Frontpoint asked for $249.95 service fee for their service.
Business response
09/16/2022
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
Between 09/09/2022 and 09/17/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.
This customer cited their desire to cancel their account as they were unaware of the service agreement.
The customer explained they had attempted to cancel in January as they were not using the system, and they were unable to reach us.
Our supervisor offered to close the account with no early termination fees, if the customer paid the past-due balance in full.
The customer accepted this resolution.
At this time, we are processing the past-due payment from the customer, and will cancel their account at the end of September 2022 once payment is finalized.
Thank you and please let us know if you have any further questions or concerns

Best,

Frontpoint
Initial Complaint
07/30/2022
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have calledFrontpoint/MyAlarm numerous times and have sent two letters, one of which was certified, to cancel this service, Frontpoint/MyAlarm continues to ignore me and to send collection letters with a veiled threat to damage my credit.My calls to cancel go back to 2021 into 2022, each one ending in frustration. The first letter was sent December 2021 and the certified letter was sent July 2022. Each of the letters has been ignored.
Business response
08/19/2022
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 08/10/2022 one of our supervisors attempted to reach out to the customer to assist with their cancellation request.
The customer was unavailable, but the customer's son was able to speak with our supervisors.
Our supervisors explained that we would offer to manually cancel the customer's account at the end of August as a courtesy.
Our supervisor informed the customer's son that they would be sending an email to the customer detailing the steps to manually cancel the account.
The customer has been unresponsive.
Since the customer has sent a certified letter to cancel, our supervisors have honored that, and have processed a manual cancellation for this customer's account.
At this time, the customer's account is set to close at the end of August, and this 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,

Frontpoint
Initial Complaint
07/15/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Frontpoint Security has made it impossible to cancel service, putting me on phone hold for 90 min. as documented in the attachment. My registered certified letter to the address on my contract was returned addressee unknown. Frontpoint Security is requiring a credit card number to charge for 4 months of service that I did not want. To require a credit card number to cancel service is unacceptable.
Business response
08/01/2022
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 07/15/2022, the customer reached out to our agents via the chat feature on our website regarding their desire to cancel their account.
The customer cited their dissatisfaction with our cancellation policy requiring final payment, and said they would call in to speak with someone else.
The customer spoke with a supervisor, and as a courtesy, our supervisor offered to waive the past-due balance and final payment for the customer.
The customer accepted this resolution, and the cancellation was processed.
On 07/21/2022 one of our supervisors reached out to the customer in order to assist them with their BBB Complaint, which the customer did not respond to.
Our supervisor did send an email for follow-up.
At this time the customer account is now 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,

Frontpoint
Initial Complaint
07/14/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I moved into new home March 2021. Received information about Frontpoint Security through USPS movers guide. I order monitoring equipment for $99 intro fee. I NEVER installed (its still in box) equipment choosing to subscribe to ADT instead. In early 2022 I started getting notifications from my bank that Frontpoint was trying to access a closed account. I filed fraudulent charges against Frontpoint because I never USED service. Bank deemed my fraudulent request creditable and refunded money and fees associated with Frontpoint charges. Spoke to representative at Frontpoint on July 8, 2022 and was told that when I purchased monitoring equipment, that AUTOMATICALLY entered me into a 3 YEAR CONTRACT. I signed no contract and NEVER hooked up service. I attempted to cancel bogus contract, but is being told that I have to pay a cancellation fee. Frontpoint continues to access my bank account. Last fee paid on July 6 for $48.00. I want Frontpoint to release me from contract. They DID NOT provide any monitoring service to me. Equipment is in a box in my closet and had NEVER been connected to internet.
Business response
07/28/2022
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 07/20/2022 one of our supervisors reached out to the customer to assist them with their BBB complaint and cancellation request.
The customer cited their desire to close the account with no additional payment.
Our supervisor offered to cancel the customers account manually should the customer pay one final month's payment (totaling $48.14).
The customer accepted this resolution and proceeded to the pay the one month's payment of $48.14.

At this time the customer account is set to cancel at the end of July, 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,

Frontpoint
Customer response
07/31/2022
Better Business Bureau:
A Supervisor Representative from Frontpoint did reach out to me regarding the complaint. Said supervisor advised that because I ordered equipment from Frontpoint, I was was automatically entered into a service agreement, whether the monitoring equipment was used or not. I find this business practice to be deceptive.
I was given the opportunity to close an account that I never used with a final payment as indicated in Frontpoints response.
I paid the final payment under protests because I was told that failure to pay would keep the account active.
I would like to alert others about Frontpoint business practices as it relates to being automatically entered in a service contract without proper notice and how problematic it is to terminate a Frontpoint contract whether monitoring service was provide at a location or not.
Regards,

*********************
Initial Complaint
06/09/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I reached the end of my contact which ended on Jun 30th 2022 for alarm monitoring and called to cancel service, they already bill me for the final month on June 1st. Frontpoint told me that since I did not give them a month notice that they would bill me for the month of July also, so was billed again for $44.99 on June 8 the same month of cancelation? Frontpoint's action is unfair and they should not punish customers for cancelling service, would like a refund of $44.99.
Business response
06/27/2022
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 06/17/2022 one of our supervisors attempted to reach out to the customer regarding their BBB Complaint and cancellation request.

The customer cited their desire for a refund for their final payment and that they expected their cancellation to have occurred directly as a result of their contract terms end.

Our supervisor explained to the customer that their contract clearly states in section 3 that the customers account automatically renews on a month to month basis and that in order to cancel we require a 30 day notice of cancellation from the customer.

Due to the customer calling in to cancel on June 8th of 2022, the customer account would still be extended into July and therefore Frontpoint would not be refunding that amount.

As a convenience we have attached a copy of the customers contract to this response.

At this time the customer account is pending cancellation for the end of the July 2022 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,

Frontpoint
Customer response
07/03/2022
[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,

*****************
At initial term of alarm contact it did not mention and/or was not told verbally anything regarding a 30 day notice to cancel service to avoid additional month charge.
Initial Complaint
06/03/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had service with Frontpoint (home alarm system) until 5/1/2020 when I canceled service (both verbally with their customer service dept and in writing via email) In April 2022 I received a letter from the parent company ***************** claiming that I owe them $257.94. The first letter I received had large lettering at the top that said "FINAL NOTICE" On two occasions I attempted to call their customer service line to clear up the issue. (When I canceled the service I was paid up to date - there was no outstanding balance.) On both occasions, I was on hold for more than two hours until eventually I was disconnected. In May 2022 I received another threatening letter claiming I owed the $257.94. I have attempted to call to discuss the issue but again was kept on hold for over an hour and was never able to speak to anyone.
Business response
06/18/2022
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 06/09/2022 one of our supervisors reached out to the customer to assist with their BBB complaint and cancellation request.

The customer claimed they had been attempting to cancel the account since 2020 - upon reviewing the records on the customer account our supervisor determined that a cancellation link was sent, however
it was not completed by the customer.

As a result our supervisors offered to cancel the customer account manually and waive the final months charge to the account as a courtesy.

The customer accepted this resolution.

At this time the customer account is pending cancellation for 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,

Frontpoint
Initial Complaint
06/02/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have tried canceling my membership since I am moving. It has been impossible to cancel I have been out on hold for up to an hour and the call drops. They are scamming me by faking waiting times and being able to cancel with no longer needing their service. THIS SHOULD BE AN OPTION IN THE APPLICATION. They are intentionally making this process difficult and is a scumming way to steal money from customers. I will never use their product again.
Business response
06/18/2022
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

Between 06/08/2022 and 06/10/2022 one of our supervisors reached out to the customer in order to assist them with their BBB Complaint.
Our supervisor reached the customer over the phone and scheduled a callback which the customer did not respond to.

Our supervisors were however able to reach the customer via email and offered to cancel the customer account manually.

The customer accepted this resolution.

At this time the customer account is now set to cancel at the end of 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,

Frontpoint
Customer response
06/28/2022
[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: their contracts are intentionally hard to cancel when they process could just be done on their application. They force you to be on a hold call for hours at a time and the worker continues to sell for multiple attempts before canceling your service. Also they force another month of pay when you no longer need their service taking every penny from you.

Regards,

***************************
Initial Complaint
06/01/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for a trial of the security system from this company. I decided not to continue after the trial. I found out that to cancel, I needed to call them. I did so, yet no one answered the phone. All I got was a voice message saying that the wait time exceeded their business hours. I tried many times to call them to cancel, yet they never answered the phone. They now claim I am locked into a 3 year contract and if I want to cancel I have to pay for that whole length of the contract, totalling nearly $1500. This is absurd. Account Number: ******
Business response
06/18/2022
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

Between 06/10/2022 and 06/14/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.

After examining the customer account, and based on the customer circumstances, our supervisors offered to initiate a return of the customers system and to cancel the account at the cost of a restock fee.

The customer accepted this resolution.

Our supervisors sent the customer a return label and the customer account is now pending return status awaiting for a successful delivery of the customers system.

Thank you and please let us know if you have any further questions or concerns

Best,

Frontpoint
Customer response
06/28/2022
[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
05/23/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had frontpoint fir a while . It feels like its easy to get the service and hard to get rid of it , need to jump through hoops to cancel . And , they tag on 30-60 days more for services that you don't need or use . I SOLD the house on May 11th . I thought you can just call to cancel . I was wrong . First you need to call, then , you get email . Then you need to go through complicated links. Then, as you try to cancel , they offer you free month to stay . As you continue to say no. They offer free month abs $50 to stay . As you keep in clicking NO . They finally let you cancel and then I got a new surprises . Even though I cancel in the middle of May, they charge you till the end of June. Another 30 days and more weeks . It doesn't sound right . I no longer use the service and being changed for it . Please investigate if the hard cancellation process they have is legal . And how to get a refund for a services that I never used ?
Business response
06/22/2022
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

Between 05/20/2022 and 05/23/2022 one of our supervisors reached out to assist the customer with their cancellation request.

The customer cited they are moving the system and will set up at a later time.

Our supervisor offered a reduced monthly monitoring rate however the customer declined and for now opted to cancel instead.

Our supervisors explained the cancellation processed and emailed the customer a cancellation link, which was successfully completed.

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,

Frontpoint
Customer response
07/02/2022
[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: LIES , true lies. what are they talking about. LIES. False claim of response. They claim that i was moving, i was not moving. If I was "MOVING" i would have had a "NEW" location. I told they that i SOLD the house on May 11th. i SOLD THE HOUSE and will no longer need the services for a house that I no longer own. and they charged me 7 more weeks on a service that is impossible to use because, i no longer own the house. The response is pure lies and not true. I have documented proof that I SOLD THE HOUSE. You can even see that *********************, Newark was SOLD on May 11th , 2022 , its public record

Regards,

*******************************
Business response
07/20/2022
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 07/18/2022 one of our supervisors attempted to reach out to the customer regarding their BBB Complaint and cancellation request.

The customer cited their discontent with our cancellation policy and the final monthly payment that is required.
Our supervisor explained our cancellation policy and that there is a 30-day notice required, since the system is prepaid a month in advance.
The customer expressed their desire for a prorate for the portion of time the system was not used.
Our supervisor explained we are unable to prorate, however, our supervisor offered to refund the final payment as a courtesy to the customer.
The customer accepted this offer.

At this time the customer account is fully 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,

Frontpoint

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