Reviews

This profile includes reviews for FrontPoint Security Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FrontPoint Security Solutions, LLC

  22650 Executive Dr Ste 119-122 Sterling, VA 20166-9591

  
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  FrontPoint Security Solutions, LLC

  1595 Spring Hill Rd Ste 700 Vienna, VA 22182-2216

  

Review Details

• Review fromBillie L

  Date: 04/01/2025

  1 star
  My review is about the difficulty in cancelling the service.Supposedly, you call their customer service, get put on hold for their cancellation line, a customer *** sends you an email ink to officially cancel your service. You're done. What happened to me, that email link ran into an error. I call back, waiting again, get told I can send a written cancellation email instead... still get charged the next month.Looking at other reviews it seems my experience isn't abnormal. I called again to reconfirm my cancellation and have a refund pending. But this seems like malicious incompetence to keep customers on in my opinion.

• Review fromEmily W

  Date: 03/27/2025

  1 star
  I have had Frontpoint Security for years and until the last two years we loved it. Unfortunately, the as other have said, the system isn't working when needed. If you call, they will belittle you and state it is not their responsibility or fault if it is not working. In fact, they "own the products and it works great for them". I have made multiple attempts to cancel, but they will make you pay an insane amount of money to cancel and there is absolutely no discussion. I would advise not getting into business with them, because their customer service is not great, their techs never knew how to help and will transfer you around, and if their products don't work (front door camera took 13 minutes to load live video) it isn't their issue, it is always your "slow internet or distance from the router". It is right next to the router, and everything else in the house works fine.

• Review fromKarenLynn B

  Date: 02/16/2025

  1 star
  Go elsewhere!!! We have been customers for almost 10 years and signed another 5 year contract. Totally regret it! This company is nothing like it was when we first signed with them. We received updated equipment many days after their 3 day cancellation policy allowance and called to have someone help us with set up. We wanted to make sure everything worked. The guy was in such a hurry to get off the phone he NEVER made sure the new doorbell camera worked properly. Called Frontpoint again a few days later because the doorbell camera was not working and was told it was because of our slow internet service. I then called our internet provider to update our service and was told our internet speed is very fast and we don't even use anywhere near what we have. Then, 2 days later, after trying to get help with our doorbell camera, I was home alone when someone (who had the wrong house and believed to be on something) came to our door, rang the doorbell then proceeded to pound on our door while yelling. We have 2 German Shepherds who immediately ran to the door and started barking. Eventually after 8-10 minutes the person left. Police were called but our camera only recorded 20 seconds of the entire incident. Not enough for the police to see and hear exactly what happened. The outdoor camera recorded 30 seconds but still not the ENTIRE event. THIS SYSTEM IS USELESS! We no longer feel safe and secure in our home knowing these cameras only record ***** seconds! Most incidents such as break-ins or robberies last more than 20 seconds. I have not been able to sleep since this happened and now have to deal with not feeling safe for another 5 years. We will continue to make sure everyone knows this company only cares about a signed contract and not about you feeling safe and secure in your own home.

• Review fromRoke V

  Date: 01/13/2025

  1 star

  Roke V

  Date: 01/13/2025

  I would stay clear of frontpoint. This company is a scam. Same as other reviews. When I went to cancel my account they gave me the run around. Can't cancel online have to call in once you call in they have to send you an email. If you don't follow the process they won't cancel. The process is send an email with name account number and address. I did that and ****** later find out I'm still getting charged. I asked them why they are charging someone that doesn't gave a monitor or any device connected to there service. They don't follow up on devices that aren't sending a signal or connected to an account? Then what are they monitoring? Lol Frontpoint is a joke and all they want is to make sure they get there monthly payment. No phone call or anything from them over the years to see why they are charging and don't have to monitor a system. I would stay clear of frontpoint and find a diffrent company. All they do is take your monthly payment and nothing else.
  

  FrontPoint Security Solutions, LLC

  Date: 01/15/2025

  To Whom It May Concern,
  
  Frontpoint values customer feedback and is always willing to review any customer situation brought to our attention.  We understand the frustration with the cancellation process as described.  Frontpoint requires a written notice for any cancellation of it's contract so there would be written confirmation for both parties.  If this wasn't applied to the account properly resulting in it being left open, then this would be a mistake on our end.  This is easy to correct and we would refund right away all the customer needs to do is forward the written notice to *******************************************************************************************************.  We hope the customer can do this so we can identify the account and fix the issue right away.
  
  As for concerns about the account monitoring, we can clarify that our monitoring station that phones out to customer is specifically for emergency situations i.e. alarms coming from the panel.  The panel being turned off is not necessarily and indication of an issue nor does it necessarily indicate the customer wants the account closed.  As such we don't call or close the account in this case.  However, we do send automatic notifications when the system hasn't communicated for a time through the Frontpoint App, text message and email.  While they are turned on by default, they can be turned off by the customer in their settings.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Roke V

  Date: 01/16/2025

  I went to brinks right after unplugging frontpoint system. When there was a system malfunction they would notify my right away. Whether it was a power outage or internet or what ever happened I would get a call right away. Something front point didn't do ever. I will look for my email and or calls likes other customers complain about when they tried canceling with frontpoint. Lol

• Review fromRosalyn P

  Date: 01/06/2025

  1 star

  Rosalyn P

  Date: 01/06/2025

  I have been a customer since March 2018. I get my bills paid through automatic payment with my cc on file. They get their payment on time every time. The moment I decided to cancel, the problem started showing. You cannot cancel online through their portal. You have to call their customer service. My first try, called in the morning, I got a live person within 10 minutes but when I said I want to cancel I got transferred to a queue that took almost an hour wait just to get a live person. This live person will try to dissuade you from cancelling by offering less fees. If you continue with the cancel, she would say you will get an email shortly and on that email is a link to do your cancellation. I never got my email. I called the same day in the afternoon and waited on their long queue with no answer until their closing time. The next day I called again and got the queue with no one answering the line (2x). I tried their online chat and was told I need to call for cancellation. I left my phone number for a call back and no one called me back. After 3 days I got a text saying an email was sent and I only have so many hours to use the link on the email to do my cancellation, however there was no email on my inbox or my spam folder. I sent them an email complaining about their poor service for cancellation and still did not get any email or hear from the company. I tried removing my cc on file but their system won't allow it. I am so disappointed with this company that I am telling everyone I know not to do business with them. I am also filing a complaint or customer review to any and every regulatory agency I know. **** I am so upset I'm thinking about calling my local television for a complaint.
  

  FrontPoint Security Solutions, LLC

  Date: 01/13/2025

  To Whom It May Concern,
  
  Frontpoint is dedicated to providing the best customer service and we understand the frustration the customer experienced trying to cancel their account.  We try our best to keep the average hold times as low as possible.  Since our billing occurs on the first of the month for all our customers we do experience a much larger call volume in the early days of the month.  This means hold times can build up despite having little to no hold time for the bulk of the remaining month.  Unfortunately it was also exacerbated by the 1st being a holiday before the customer called on the 3rd so unfortunately they experienced the brunt of this. 
  
  As for the email, it is showing as sent on our end so we are not sure why it didnt arrive in their inbox.  However, we have processed the cancellation itself on their behalf so they dont need to take any further action.  We reached out to them directly so they can reach back out directly should they have any questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Review fromFederico M

  Date: 09/24/2024

  1 star

  Federico M

  Date: 09/24/2024

  Fraudulent business. They make it really difficult to cancel the account. I been trying to cancel for months with no success. And they keep trying to charge me as if I was still a current customer. Stay away from **********************!
  

  FrontPoint Security Solutions, LLC

  Date: 01/07/2025

  **** - We are sorry for any frustration you experienced while trying to work with our team as this is not the service we pride ourselves on providing. We are looking into your comments and hope to have the opportunity to work with you to resolve your concerns.

• Review fromSimon D

  Date: 09/23/2024

  1 star

  Simon D

  Date: 09/23/2024

  Terrible customer support for an ****************** Chat is terrible and they do not answer the phone!!!!
  

  FrontPoint Security Solutions, LLC

  Date: 09/27/2024

  Hello *****,
  
  Frontpoint's goal is to provide the best service and we are sorry to hear you've had difficulty reaching us recently.  Typically our support team can respond within 3 minutes or less though it can fluctuate from day to day.  We'd want to make sure you gotten all the help you need and so we've sent an email to the email address you provided so we can schedule a time to reach out if there is anything further we can assist with.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Review fromRosemary S

  Date: 09/03/2024

  1 star

  Rosemary S

  Date: 09/03/2024

  DO NOT USE THIS SERVICE!!!!!! Horrible service. I have used this company for a few years for my elderly mother. I was at work and unable to trouble shoot on the day of this event. An alarm went off for three and half hours piercing her ears. She had to leave the house and stay in the yard for hours as Front pointe was ineffective in assisting her personal care assistant to resolve the system. She was disconnecting on several occasions having to restart the conversation over and over again. Front point did not call her back after any of these disconnections despite asking for call back number on the initiation of every return call. After 3 and half hours I finally was able to get a family member to go over and disarm device. I called the following day 7/23 to cancel. I realize the agreement says that I need to pay one month after cancelation which should be the August payment. Today I notice a withdrawal for September. I immediately called only to be told that the cancellation was not completed. Just another scam these companies do to make it difficult to cancel services. This is beyond unacceptable. Now I am being told that I have to pay for September because the cancelation was not complete. Oh but we will wave the October payment. Are you serious ? DO NOT USE THIS SERVICE!!!!!!
  

  FrontPoint Security Solutions, LLC

  Date: 09/09/2024

  To Whom It May Concern,
  
  Frontpoint strives to provide the best service for any interaction and will always review any situation which is brought to our attention.  We are sorry to hear about the experience and have review all the interactions in question to make sure that all our representative are providing the best service possible at all times.  We did find that while the customer did log in to our online cancellation portal the process was not completed which resulted in the account being left open and the extra charge occurring.  We have since refunded the extra charge to the customer which they expressed satisfaction with.  They have been provided direct contact information should they need to reach out for any reason.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Review fromJane K

  Date: 08/29/2024

  1 star

  Jane K

  Date: 08/29/2024

  Horrible company! I had been a customer for a few years and encountered many problems with their equipment. False alarms...the police even came to the house once when I wasn't home. The equipment wasn't working--I was looking for an alternative. When I finally found the time to cancel the service---I was told I couldn't. Apparently, I had a 3-year contract that I didn't know about Even though I had been using them for about 2 years. I made several calls and emailed to cancel. They kept harassing me for payment --for service I hadn't used in 8 months and equipment that didn't work. STAY AWAY! I am much happier with my outdoor cameras I don't have to rush and put in a code to shut them up or worry about false alarms.
  

  FrontPoint Security Solutions, LLC

  Date: 08/30/2024

  To Whom It May Concern,

  
  Frontpoint values customer feedback and is always dedicated to providing the best service. We are sorry to hear the customer doesnt remember signing their contract renewal. During any renewal we do put transparency first and all of our agents do clearly state the terms. In addition the contract renewal document features a cover page that includes the important terms such as the term length and there early termination penalty in as simple of a presentation as possible. We do understand the frustration of technical issues and not wanting to pay the early termination fee as a result. However, in this case the customer did not report any technical issues to us prior to calling about cancellation which means we are unable to reduce the early termination fee as we havent determined the nature of the issues. In this case the customer did stop making payments and the account has been closed for non payment. Frontpoint considers this matter closed.
  

  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromKimberly C

  Date: 07/03/2024

  1 star
  DO NOT GET FRONTPOINT if you actually want to get what you are paying for I've been paying frontpoint every month since 2016 consistently. I was informed in 2023 that they had not received any communication from my box SINCE 2017! So basically I have been paying EVERY MONTH for something I could buy at ********** once. When I received this information, I canceled my account. Magically, they did not process my cancellation and STILL CHARGED ME FOR THE NEXT SIX MONTHS. I received phone calls when my debit card number changed or when my bank account was hacked and they weren't getting their money. But NEVER received a call to let me know that they were not receiving communication from my security system. When I just called to cancel AGAIN and see if I could be reimbursed, *********************, the supervisor literally told me it was MY FAULT for not checking to see if they were receiving communication from my system although I HAD NO IDEA THE SYSTEM WAS NOT COMMUNICATING. Canceling is a joke. Everything is YOUR FAULT. But...they will make sure they get their money from you every single month. There's better security companies out there. USE THEM INSTEAD