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
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered and received a front line security system on 09/24/2021. The sales agent informed me that I could cancel within 30 days and return the equipment he also told me that a return label would have been in the package There was return label in the package.I have been trying to cancel the service since 10/01/2021 but I have been placed on 2 -3 hour holds on the phone I have also been trying to get an address to return the equipment within the 30 day period with no success Please help me in resolving this matter *************************** **********
Business response
11/11/2021
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 10/07/2021 one of our supervisors reached out to the customer to assist with their BBB complaint and return request.
The customer was provided with prepaid shipping label and at this time the system has been confirmed returned to Frontpoint.
The customer accepted this resolution.
At this time the customer system has been successfully returned to Frontpoint 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
10/04/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I've called several times a week for months never getting to the billing department even after paying past due amounts due to moving out of state. After I settled the last payments and called and waited and waited for a call back from billing. No one answers after phone is picked up! They hang up. This is very unprofessional and I'm going to contact a lawyer if they don't fix this issue.Business response
11/11/2021
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.
Our supervisor reached out to the customer to confirm their situation had been handled, as their account had already been set to cancel by support.
Our supervisors attempted to contact the customer between 10/19 and 10/22 however the customer did not respond to any of the attempts.
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,
FrontpointInitial Complaint
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have canceled my Front Point Security system three times. I have proof in writing that the cancellation had been processed back from April of 2021. I noticed I was still being charged, so I called back a few months ago, again, I was assured it had been canceled. I looked at my credit card statements and I was charged yet again. It is October. I am not the only one experiencing this. There in fact, have been many news articles about Front Point doing to this to customers. I want refunded for fraudulent charging at this point.Business response
11/11/2021
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 between 10/04 and 10/13/2021 one of our supervisors reached out to the customer based on their BBB complaint and cancellation attempt
The customer submitted their 30 day notice and received a reply stating their account was cancelled and that the final month of their monitoring would be May 2021
The Cancellation was never properly processed and therefore our supervisor offered to honor such by refunding the customer for June, July, August, September and October 2021.
The customer accepted this resolution.
On 10/08/2021 a customer refund request was submitted and approved totaling $348.01 to account for the customers undue charges on their account.
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,
FrontpointInitial Complaint
10/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've called and contacted them numerous times a) to suspend my account and now to b) cancel my account. They've made it impossible to do so via unreasonable customer service restrictions which include unreasonable and overly delayed wait times coupled with misleading statements on when customer service is and is not available to field all customer issues including suspension or cancellation of service. Of course, if you call to order new device they'll process you immediately but anything related to adjustment be it scaling back, suspending or canceling service they will not seek to process and your engage in misleading tactics to continue your monthly payment stream.Business response
11/15/2021
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 10/07/2021 one of our supervisors reached out to the customer to assist with their cancellation complaint.
The customer cited issues contacting Frontpoint representatives. The customer was able to make contact and our support team had their account manually cancelled.
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,
FrontpointInitial Complaint
10/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Service with the company was cancelled in mid September and the final payment was made as part of the cancellation process. However, still being billed on autopay for $39.99 a month. No customer service available on the weekend to help resolve the issue. Forced to cancel my attached autopay credit card because I cannot remove payment source without adding a new method of payment.Business response
11/15/2021
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 10/04/2021 one of our supervisors reached out to the customer to assist with their cancellation complaint.
The customer account had been double billed due to being an ACA billed account.
Our supervisors submitted a refund to account for the undue charges.
On 10/04/2021 a customer refund request totaling $39.99 was submitted and approved to account for the customer's undue charges.
The customer account is currently 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
10/01/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I called back in August to cancel my service. They emailed me a link that I clicked on. It said I just needed to login in to my account. I successfully logged into my account as required. I was charged in September because of some kind of 30 day notice. Then I was charged again in October. I have called several times and contacted support online but have not received an explanation why my service was not cancelled as I requested. I request cancellation of my services and a full refund of my October payment.Business response
11/02/2021
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 10/14/2021 and 10/18/2021 one of our supervisors reached out to the customer based on their BBB complaint and cancellation request.
The customer cited calling into August but the cancellation request was not completed according to the notes left by our Frontpoint Representative.
At this time the customer account is properly set to cancel and our supervisor offered to refund the customer for the final month on their monitoring charges.
The customer accepted this resolution and our supervisor confirmed their credit card to receive the refund.
On 10/18/2021 a customer refund request was submitted and approved totaling $42.99 to account for the final month charge on the customer account.
The customer account is now set to cancel at the end of the month and no further payments are owed to Frontpoint by the customer.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointInitial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
9/29/2021 between 2:32 & 2:45pm, I called FrontPoint Security to cancel my security services for a second time. The first time I called was a few months prior. When I told them I called to cancel, I was left on hold for over 2o minutes & suddenly rerouted to the main menu. I felt this was a tactic to make it difficult for me to cancel. I've had this product since 2017. They have an incredibly difficult process in place in order for you to cancel. You call,log in get a email you respond to, and agree to pay an additional month of service. I questioned the representative & she got angry with me and said its a 30 day notice. "My health insurance company does the same thing. "Ma'am, you never even activated the service". To be clear, I am on Active Duty and can afford to pay $50 monthly. I told her it is none of her business if I activated it or not. If I am cancelling, her PERSONAL excuses of why I should have to pay 30 more days is irrelevant and unprofessional! Grossly unprofessional!Business response
11/15/2021
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 10/14/2021, 10/18/2021 and 10/19/2021 one of our supervisors reached out to the customer to assist with their BBB complaint.
The customer's cancellation was processed on the last day of the month which resulted in an additional charge from the following month's monitoring charge.
Our supervisor explained our 30 day notice is a notice to no longer renew on month to month terms within their contract.
Our supervisor explained that the customer account was therefore renewed as a result and since receiving the 30 day notice, their account was set to cancel at the end of October.
Our supervisor explained that the customer's usage of the system does not impact the monitoring service, which will be available for them to use through the end of October.
The customer account is currently 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
09/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to cancel my service, after completing the 3 years as contracted with them. My contract is complete. I have made not less than 10 calls, consuming hours of my time. I cancelled in May, and they did not cancel me and kept charging the 100 per month. I then called their collections department to pay the past due and make them go away again, they continue to pass me around and I am on hold again. If this is not closed out by Sept 30th so I do not enter another billing cycle I will take them to court for the past three months payments and damages. These are subject to FDCPA and deceptive business practices. I am not clear on how you can have 174 complaints and still get an A+ rating from BBB. Not sure what the rating is for. Please respond asap thanksBusiness response
11/15/2021
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 10/14/2021 & 10/18/2021 one of our supervisors reached out to the customer to assist with their BBB complaint and cancellation attempt.
Our supervisor determined the customer account associated with account # ****** was already set to cancel.
Our supervisor noticed the past due on the account and waived the remaining past due balance.
Our supervisor reached out to the customer to provide updates on the customer account status as well as their waived past due balance.
The customer cited they were still getting contacted regarding their already closed account.
Our supervisor explained to the customer that they were simply the remaining auto-calls and that they would cease in their entirety at the end of the month when the customer account closes completely.
The customer accepted this resolution.
Thank you and please let us know if you have any further questions or concerns.Best,
FrontpointInitial Complaint
09/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I signed a 3 year contract for service but was not happy with the service as someone entered my house while I was there and the security system did not capture the incident. I sent an email to the support team to cancel at the end of the contract per the cancellation instructions. The contract was never cancelled and I was charged $54.99 per month for a year after the contract expired. I contacted frontpoint when I finally realized I was still be charged, in April 2021. I spoke with the account manager and followed up with another cancellation email directly to the account manager (see attachment). I continued to be charged the $54.99 for 4 months until I had my bank block the transaction last month. I don’t have the first cancellation email as that was a couple years ago. I have provided the email to the account manager and would like to be reimbursed for the 4 months they continued to charge me after I requested to cancel the second time.Business response
11/02/2021
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.
Between 10/11/2021 and 10/14/2021 one of our supervisors reached out to the customer based on their BBB complaint and cancellation request.
At the time our supervisor reached out to the customer their account had already been cancelled.
The customer provided proof of their cancellation attempt that took place in April 2021 but a refund was never placed for the customer.
Our supervisor reached out to the customer to request an updated credit card - specifically for the purpose of refunding the customer the four months they were overcharged.
The customer accepted this resolution and our supervisor submitted the refund request.
On 10/14/2021 a customer refund request was submitted and approved totaling $219.96 to account for the four months of overcharges that occurred on the customer account.
The customer account is now cancelled and no further payments are owed to Frontpoint by the customer.
Thank you and please let us know if you have any further questions or concerns.
Best,
FrontpointCustomer response
11/02/2021
[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
09/24/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Front point has predatory cancellation policies. I originally tried to cancel in Oct. 2020. To do so, you must call them and wait on hold for ~3 hours. Then, they send you a link, then you pay them a fee to cancel (1 month payment.) My first attempt I missed the email. I guess that's on me. It was not until July of 2021 that I realized they were still charging me. I tried again to cancel at this time but was unsuccessful because I do not have 3 hours to wait on hold again. So, I changed the credit card on file to one that was old and invalid. I also emailed them to cancel. This kept them from stealing my money. Since then, I found another three hours to waste on hold…now they want 3 months service ($140) to cancel. I have called back 3 times to try to get a supervisor but have yet to get through. I'll take the hit for charges from 10/2020 through 7/2021, but I'm not paying anything after that. This is such an unbelievably difficult process. A cancel button on website would be nice.Business response
10/28/2021
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 10/01/2021 and 10/03/2021 one of our supervisors reached out to the customer based on their BBB complaint and cancellation request.
The customer cited their issues cnacelling due to customer call waiting times and unable to properly submit their notice.
Our supervisor offered to manually close the customer account and waive the customer past due balance if the customer can submit the necessary cancellation documentation.
The customer accepted this resolution and provided a 30 day cancellation notice.
On 10/03/2021 the customer account was set to cancel and a customer refund request was submitted and approved totaling $134.97 to account for the customer's past due balance.
At this time the customer account is set to close by the end of the month of October and no further payments are owed to Frontpoint.
Thank you and please let us know if you have any further questions or concerns.Best,
Frontpoint
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Get a QuoteCustomer Complaints Summary
591 total complaints in the last 3 years.
45 complaints closed in the last 12 months.