Additional Complaint Information
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to can my contract for over a week. We sold our house and moved. Nobody ever answers phone. Recording says they will call you back, but I don't get a call back for at least 6 hours, and it is late at night when I'm sleeping. I simply cannot reach anyone, and am still being charged for monitoring for a home we don't live in. They require you to speak with someone on the phone to get a link to cancel. So, we are not being allowed the opportunity to cancel after trying to reach Frontpoint for weeks! I am going to sue Frontpoint for all charges and lost income due to spending hours trying to reach anyone, unless Frontpoint contacts me in the next 2 hours to cancel the subscription. This is CRIMINAL! They are making it impossible to cancel so I can keep paying. I sold my house and don't want to keep paying. This is criminal and they will be held responsible. NOBODY EVER GET FRONTPOINT!
Business response
12/06/2021
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.
On 11/03/2021 one of our supervisors reached out to the customer to assist with their BBB complaint and cancellation attempt.
The customer stated their desire to cancel and our supervisor assisted the customer by explaining the cancellation policy and forwarding the appropriate cancellation link.
On 11/23/2021 a supervisor notified the customer to confirm their account cancellation.
The customer account is now 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,
FrontpointInitial Complaint
11/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Theyre making it impossible to cancel service. There is no option online, and they dont answer their customer service line.They are liars and cheats. Their sales representatives made up lies and mocked mw on the phone, when you call to cancel service no longer needed. Ive spent over two hours on the phone waiting to get through on the customer service line, and finally talking with them today, attempting to cancel. They sent me a link to cancel. I clicked the link within one minute of the email being sent and quickly filled out their questions. When I went to submit the cancellation, it informed me that the link had already expired. It then tells you to call the line that doesnt get answered.Business response
12/06/2021
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.
On 11/03/2021 one of our supervisors reached out to the customer to assist with their customer’s complaint and cancellation attempt.
The customer expressed their desire to cancel their account and was not interested in any troubleshooting options or renewal offers.
The customer cited having moved in August and our supervisor forwarded them the appropriate cancellation link.
The customer accepted this resolution and the customer account was set to cancel.
The customers account is now 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.Initial Complaint
11/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Aug 16, 2021 Frontpoint Security Systems charged $630.95 to my debit card and withdrew the money from my account. I called them to dispute it and they said they could not do anything about it. I have never done business with this company and do not have a Security System or ongoing Security monitoring with them. I contested the charge with my bank, they did an investigation, determined it was not my charge, and refunded the money to my account. I was compelled to close my debit card and get another one which was a massive inconvenience. Today, 11/01/2021 another charge went through with the same company in the amount of $49.99 and my bank is telling me they cannot block the Vendor and that I have to cancel my debit card again. I cannot cancel my debit card every month, that is absurd. I have contacted Frontpoint four different times, twice on the phone and twice with online chat and they insist they can't do anything to help me. Nor could they research whose Security System is being paid for with my debit card. I asked them to refer me to their accounting department and I would provide the reference number and they insisted that they could not help me. Moreover, the Frontpoint phone system hangs up on you if you do not provide an account number. I do NOT have an account!!! The only way you get to speak to a live human being is if you call SALES, option 1. Someone at Frontpoint sold a homeowner a Security System and typed in the wrong debit card number. Now I am being charged for the homeowner's monthly monitoring fee. I need some help with this and nobody will help me.Business response
12/07/2021
To whom it may concern
On 12/7/2021 one of our supervisors attempted to reach out to the individual filing the BBB complaint by both phone and email, as well as leaving a voicemail.
Frontpoint Representatives were not able to make contact with the individual upon said attempt, and will continue to reach out until this individual's situation is resolved and they are appropriately contacted.
We sincerely apologize for the delay in our response and look forward to rectifying and resolving your situation.Please be on the lookout for a phone call, your voicemail or an email as supervisors will be actively attempting to reach you to resolve your complaint.
Thank you and we look forward to assisting you - if for whatever reason you have any further trouble making contact with our supervisors, please do not hesitate to respond to this and we will continue to do everything in our power to resolve your situation.
Please let us know if you have any questions or concerns.Best,
Frontpoint
Initial Complaint
11/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been a customer of Frontpoint for approximately 5 years, maybe more. I switched companies about a year ago and I didn't bother canceling because I had a bill credit that I wanted to expire first. Now that the bill credit has been exhausted, I don't want to be a Frontpoint customer. However, I've tried calling at least 5 times in the past 3 months to no avail. Every time I call I'm placed on a callback list and they always seem to call when I'm busy or unavailable. They've also sent me numerous emails to reset my password for the account and tell me to cancel it online. It doesn't work, and every time I try calling for support, I'm asked to call back later or put on the callback list. What I'm asking for is very simple. I want to end my membership with this company and I want my money back for the past three months that I've been trying to cancel. It's not fair that I have to pay $50 plus dollars a month for a service I don't use.Business response
12/06/2021
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.
On 11/24/2021 one of our supervisors reached out to the customer to assist with their BBB complaint and cancellation attempt.
Our supervisor determined the customer had been attempting to cancel since August 2021.
The customer's account term length ended on 09/2021 and the customer was then charged an additional months charge.
Our supervisor offered to manually cancel the customer account and submit a refund for the customer's undue month of monitoring charges.
The customer accepted this resolution.
On 11/29/2021 a customer refund request was submitted and approved totaling $52.99 to account for the undue charges on the customer account.
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
10/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My name is *********************** and I am a retired technical writer from ********/****** **** for 36 years producing technical manuals for the *** *****. Last December, I notified Front Point that I was 2 months short of fulfilling a 2 yr. contract with them as my security home system, that I was wanting to discontinue service with them. An agent instructed me to go to their website and use their link to fill out a statement my intentions. I attempted to use their Link and complained not being able to open it so I spelled out in return email what my intentions were. A neighborhood hacker had busted the code of their system and my house had been broken into numerous times. After a month or so I noticed Frontpoint was still deducting monthly fee from my credit card account. I wrote them a second time by email that I would cut their access from my credit card account. After contacting my credit card company and getting a summary of payments made to Frontpoint I changed my account number and cut Frontpoint off from any futher deductions. Payments were deducted up to May 3rd of 2021.I've been receiving weekly texts and mailings that I needed to pay the $75 I owed them or they would cut off my service and I needed to go to the link on their website and fill it out. I hadn't used their service since last December. I did call them and told them I tried using their link with no success. My most recent mailing on October 12th said my payment hadn't been received and I was deliquent, new balance owed $113.64 resulting in my service being interrupted and or cancelled. Again I haven't used their service since last December. I called the phone number given and discussed to an agent my dispute, not recognizing my return e-mails they asked for. Any email returns can be read and I wasn't about to go to their Link and fill out what they wanted at this time. I feel this Link that I couldn't bring up is nothing but a scam and wonder how many other customers got caught up in this scheme.Business response
11/30/2021
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 11/23/2021 and 11/29/2021 one of our supervisors reached out to the customer to assist with their BBB complaint and cancellation attempt.
The customer cited a cancellation attempt in March of 2021 in which a link they received failed to work.
The customer's complaint in addition cited a written notice of cancellation in September, however we do not have any record of such on file.
Our supervisor was unable to reach the customer during any of their attempted outreach, having both left voicemails as well as emailed the customer in order to make contact.
Our supervisors are still willing to have a conversation with the customer as to how we can best resolve this customer's complaint.
Our supervisors will continue to reach out to the customer in order to determine an acceptable resolution to their complaint and we look forward to speaking with them.
Thank you and please let us know if you have any further questions or concerns
Best,
Frontpoint.Initial Complaint
10/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Frontpoint Security provided an alarm system for my sons home at ******************************. He passed away on November 14, 2020. As Administrator of his estate I have trying for months to close this account. I have spoken to numerous account specialists. The house was sold in July, the alarm system has been turned off for more than six months. Today I received a call that they had again billed my credit card.Customer response
10/27/2021
From: *********************** <*****************>
Date: Wed, Oct 27, 2021 at 12:27 PM
Subject: Complaint ID ********
To: <************************************>
*****.
I am writing as a follow up to complaint #********. After I lodged the complaint, Frontpoint Security credited back to my account two months of charges. This occurred on October 16th which was probably before they received notice a complaint had been lodged against them. While this situation had been going on for months, I am satisfied with their resolution.
Respectfully yours,
***********************, Administrator
*********************** Estate
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Get a QuoteCustomer Complaints Summary
564 total complaints in the last 3 years.
41 complaints closed in the last 12 months.