ComplaintsforFrontPoint Security Solutions, LLC

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It is impossible to cancel service. First, you have to talk to an account specialist (they confirmed there is no other way to cancel service). However, the account specialist are never available, you just wait on hold for literally hours. Once I finally was able to cancel, they kept billing me. When I called to fix it they said I never cancelled and demanded more money to cancel. I paid them just to go away and they confirmed I had successful canceled (a second time). Now the same thing has happened AGAIN and they are demanding even more money and saying I never canceled. This is the third time. And every time I have to wait on hold for hours to talk to someone. It's a complete scam.

  

  Business response

  10/05/2023

  To Whom It May Concern,
  
  Frontpoint always values the opportunity to review the customer experience and evaluate to ensure that everything was handled properly. After review we found the following pertinent timeline for this account:
  
  6/26 - Customer calls in and waits in the queue for 13 minutes before hanging up.
  7/4 - Customer speaks to our cancellation department on the phone to cancel their account .  They were sent a link to our online cancellation portal to submit their written notice.
  7/5 - Customer's account was past due and so the portal informed them they owed a total of 2 months so they hadn't completed it.  They were called by our billing department in an automated call where they asked for a break on the money owed.  The billing rep was able to approve waiving one of the 2 months owed.  However, after processing this they gave improper instructions to use the link later to complete the cancellation when instead the customer would need to speak to the cancellation department again since the cancellation link wouldn't recognize the credited month.
  8/17 - Since the link was never completed the account remained open.  The customer received an automatic billing call for the past due month.  They expressed confusion over the call and the representative misunderstood and put the account on a do not call list instead of referring the customer to the cancellation department.
  8/28 - Customer calls in after realizing that that account was still open.  They called into the cancellation department which did have a wait time and submitted a request for a callback.  15 minutes later our cancellation department made the callback which the customer did not pickup.
  9/15 - After submitting this complaint to the BBB, the customer calls in to our cancellation department.  After discussion we did manually close the account with no further payments thus effectively backdating the cancellation to when the customer originally called.
  
  Frontpoint does strive to provide top tier customer service and our intention is for the cancellation process not to be difficult. However, we do understand the frustration when one feels the cancellation is being obstructed or prevented. While the confusion was unintentional it was due to two Frontpoint representatives giving incorrect information so we do apologize for the inconvenience this cause.  Additionally, while we do strive to keep hold times as low as possible they do sometimes occur at busy times of the day.  In this case the longest the customer had to wait to speak to an agent on any of their calls with us was 15 minutes.
  
  Since receiving this complaint, we have reached out to the customer to confirm the resolution of the issue which they have confirmed.  For clarity, no further action nor payment is needed for the closure of their account.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer response

  10/19/2023

  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. However, if they don't change their cancellation process, the same problem will happen to other people.
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm trying to cancel my service with Frontpoint Security and they are not cooperating. They will not cancel. I've completed my contract with them and they continue to bill me. Also, they want me to pay for an additional month (September) and I'm trying to cancel today 08/22/2023. All I want to do is cancel the service and have them stop charging my credit card.

  

  Business response

  08/30/2023

  To Whom It May Concern,
  
  Frontpoint takes any customer concern seriously as it strives to provide the best service possible.  After review we wish to provide the following pertinent details:
  
  This customer initially called on 8/10 to discuss cancellation for their account.  They were still on the fence at that time and didn't move forward with the cancellation as they wanted more time to think over the loyalty offer made to them.  On 8/21 they called again and discussed the loyalty offers further but still had not made up their mind.  They made up their mind on 8/22 and decided to close their account.  They were sent a link to our online cancellation portal and did attempt to complete it but there was a technical error during the process.  The customer then filed this complaint that same day. Lastly on 8/23 they called in and upon being informed of the error we immediately corrected it and manually completed the closure of the account on the customer's behalf.
  
  Frontpoint does require a written notice to close any account. This can be done on the phone by following the instructions given by the agent to submit the notice through our online portal.  Alternatively, instructions to mail in the notice are included in every customer's contract.  We understand the frustration that an error during the cancellation process can cause and do apologize for the inconvenience that was caused.  However, we in no way wanted to prevent them from being able to close their account once they had decided that was what they wanted. The only issue that occurred was an unintentional technical error that we were more than happy to correct as soon as we were informed of the error.  The customer did not have to pay any more than had they been able to complete it when they first decided to.  No further payment or action is needed on the customer's end.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

  Customer response

  09/02/2023

  [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:  On 8/23 the account was cancelled, per you and your response with no further payment or action from me (the customer).  

  On 09/01/2023, my credit card was charged $44.99 for the month of September.  

  Also according to your response "The customer did not have to pay any more than had......"  Again, you charged my credit card on 09/01/2023

  Also, you indicated "we in no way wanted to prevent them from being able to cancel....."  You did prevent me from canceling.  You charged my credit card $44.99 on 09/01/2023.

  I want a refund for my payment of $44.99 on September 1st, 2023 and my account cancelled immediately.   
  

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

  

  Business response

  09/12/2023

  To Whom It May Concern,
  The charge for September 1st has already been refunded.  When the customer spoke to the representative and cancelled on 8/22 the representative did not realize the fact that the August payment had not been made.  Within the normal 30 day notice the September payment would be due and it was taken while on the call with the customer.  However, since the August payment wasn't made our system automatically attempted it again on the 1st resulting in the charge.  While this payment was supposed to be owed but since the customer was given the expectation of only one payment being due at cancellation we of course refunded it to match the expectations that were set in error.

  Thanks,
  Frontpoint Security
  Voice of the Customer Department

  Customer response

  09/13/2023

  [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:

  I was refunded the money for the September payment, but my account is still open and am getting automated emails from them every few days stating that my system is not responding.  I'm not sure why my account has still not been cancelled.  

  I would like to keep this BBB complaint open until the first part of October to make sure that my credit card is not charged.  

  If Front Point would cancel my account prior to October, I would consider this case closed, but I have a feeling that they, again, will charge a fee on October 1st or thereabouts.  

  Please advise.

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

  

  Business response

  09/19/2023

  To Whom It May Concern,
  All Frontpoint cancellations get finalized on the final day of the last billing period.  As such our customers are able to use the system for the entire period they have paid for.  This customer's account has been set for cancellation and will fully cease on 9/30/23.  They were informed of such at the time of cancellation.  The notifications they are receiving are entirely through the customer's app and can be turned off should they not wish to receive them which they have also been informed of.  The customer does not need to take any further action for their cancellation.  They have also been provided with direct contact information should they wish to reach out for any reason.

  Thanks,

  Frontpoint Security
  Voice of the Customer Department

  Customer response

  10/03/2023

  Thank you for your help.  I really think FrontPoint Security should be looked into.  I signed up for their services in 2020 and completed the 3 year contract with them.  At or around 08/20/2023 I called to cancel the service.  It appears that as of 10/01/23, the service has been cancelled.  This process too 5 weeks and they were determined to charge me an extra month because I missed their "cut off" point for canceling.  This is ridiculous.  When a customer calls to cancel, if they are not in a contract, it should be immediate.  I understand every company has a retention department, but this has been a nightmare.  

  After I signed up with FrontPoint in 2020, I read horror stories about canceling from customer reviews.  I should have reviewed the reviews before signing up.  Again..this company should be investigated.

  Again, thank you for your help

  *** ********

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’ve tried 5 times now to call and cancel my service. I’ve never reached a representative. The system has hung up on me 3 times. I no longer use the system, and the service is still charging me a monthly fee.

  

  Business response

  08/17/2023

  To Whom It May Concern,
  
  Frontpoint values customer service and is always willing to evaluate any customer's complaint to ensure it is resolved to the customer's satisfaction.  In this case we wish to provide the following details:
  
  Frontpoint does aim to keep it's hold times low for the best experience but sometimes hold times can occur especially around the turn of the month when this customer stated they attempted to call.  However we will always answer every call that comes in and since we understand the frustration of having to wait in line we do provide a callback option that will call the customer back at the point they would have reached a representative.
  
  In reviewing the call attempts the customer made each attempt appeared in our phone records as disconnected externally meaning either through the call dropping or the customer disconnecting.  Based on the customers complaint it seems the former is the most likely and we certainly understand the frustration this would bring about.
  
  Since we received this complaint we have reached out to the customer and completed the cancellation backdated to when they first attempted to call us to their satisfaction.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It is VERY difficult to cancel the contract with this company. I have followed all instructions (which are very difficult and not intuitive at all) and it seems some of my final payment went through, but I still cannot completely cancel and be done with them. I have been over the phone with them, chatting via their chat system, email them, and still I cannot complete the cancellation process.

  

  Business response

  07/19/2023

  To Whom It May Concern,
  
  Frontpoint is always willing to hear any customer complaint and review the situation for accuracy and quality.  We have reviewed this situation and wish to provide the following details:
  
  The customer originally called in June to cancel their account.   They were still under contract until October and didn't complete the early termination at that point.  They called again in July to cancel.  They were sent a link to our online cancellation portal which they attempted to complete but it did not process due to a payment error for the early termination fee.
  
  They did submit their BBB complaint the same day and later after that called us again and notified us of the error at which point we immediately took steps to correct the issue and manually cancelled the account with the payment.  Since receiving this complaint we have attempted to reach out to the customer to ensure that they didn't have any lingering questions or concerns.  Should they need anything further they have been provided direct contact information.
  
  Frontpoint does apologize for the inconvenience that occurred to the customer as a result of the error.  We do make every attempt to make the steps clear and have no intention of making cancellation difficult.  These error are very rare but if any customer does have an error like this they only need to report it to us and we are more than happy to immediately correct it. Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May I was double charged for cancelling my service. When I called to dispute the charge the company because I gave my required 30 days notice and the company charged me for another days on top of that. I tried explaining that and the customer service supervisor berated me and said it was their policy to charge another month on top of that. This is fraud.

  

  Business response

  06/16/2023

  To Whom It May Concern,
  
  Frontpoint values the opportunity to review any customer complaint to ensure we are providing the best service.  We have reviewed this situation and wish to provide the following details.
  
  Frontpoint does require a 30 day notice for any cancellation of it's contract.  If the 30 day notice does include the next billing cycle the customer would typically be responsible for it.  This customer did submit their notice to cancel on May 4th, three days after the billing cycle started on May 1st.  Since June 1st lies within 30 days of May 4th, the payment was valid and no double charge occurred. 
  
  However, Frontpoint does value flexibility and understands that the policy as written is applicable in all situations.  After review with the customer we have decided that the payment shouldn't be applicable to them and have refunded it.  We do regret and apologize that we weren't able to come to an agreement when the customer was on the phone with one of our supervisors. The customer has accepted this offer and Frontpoint now considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I disconnected my Frontpoint system in August 2022. Their representatives repeatedly misled me about the cancellation procedure which is designed to cause as much friction as possible. Frontpoint continued to bill me for a period during which the system was disconnected. They sent me a cancellation notice saying that the bill ($55) would go to collections and that the account would be canceled on April 26th. However, they did not cancel the account and continued to bill me in May 2023. I had previously requested a suspension because they wouldn't allow me to cancel the account. All I want is for them to cancel the account that I have not used in many months. I have settled the bill referred to in the attached notice.

  

  Business response

  05/30/2023

  ******
  
  To Whom It May Concern,
  
  Frontpoint takes all customer complaints seriously and is always willing to review any situation to ensure that we are consistently providing the best service that we can.  After review we can provide the following pertinent details:
  
  This customer called in December of 2022 to cancel their account. Frontpoint does require a written 30 day notice to close it's contract.  This does mean that there is one final payment required at the time of closing.  The customer did not submit their written notice with the final payment in December. They then called again in January and did not want to pay the at that point past due January payment so they chose to do a temporary 3 month suspension which would last from February through April.  When the account resumed in May they called again and at that point a supervisor did approve waiving the May and June payments as long as the customer paid the January payment thus making it as though the customer had completed their cancellation on the first date that they called.  They did agree to and complete this on that call.
  
  The customer had filed this complaint before calling in and getting the cancellation completed.  We have since attempted to reach out again just to ensure that there were no lingering questions or concerns but we have not heard back yet. If they need anything else they are welcome to reach back out at any time.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to cancel my service but they won't let me cancel it by chat and they do not answer the phone. Their chat agents are lying that there is no hold for calls but I recorded the long waits with disconnections as proof. This puts significant stress on us, because we are very busy with moving but we could not cancel their service. We need to move out of state this week so please help us to have them terminate our service. Thank you.

  

  Business response

  05/12/2023

  To Whom It May Concern,
  
  Frontpoint always values the opportunity to review the customer experience and evaluate to ensure that everything was handled properly. After review we found the following pertinent timeline for this account:
  
  6/16/2020 - The customer signed a renewal agreement committing to 3 years of service in exchange for a significantly lowered monthly rate with the agreement set to end on 06/30/2023.
  4/19/2023 - The customer calls with the intention to close their account.  The follow calls occur:
  9:32 AM - Customer calls into our new customer sales line, waits for 2 minutes 43 seconds then hangs up.
  9:35 AM - Customer again calls into the new customer sales line, waits for 58 seconds then hangs up.
  9:41 AM - Customer initiates conversation with our support chat line stating they need to cancel but don't answer the phone.  The chat agent advises them to call in to the cancellation phone line as there wasn't any wait time at that moment but the customer refused stating that they waited too long already and that they believed the agent was lying.
  10:31 AM - Customer calls into the cancellation line.  At this point there was a line so they put in for a callback and were called 17 minutes 44 seconds later.  They were provided with the online portal to submit their written notice to cancel the contract and pay the fee for terminating the contract prior to it's end date.
  4:20/2023 - The customer submitted their written notice and final payment.
  
  Frontpoint does strive to minimize wait times as we do understand the frustration that waiting can cause.   However, as with any call center there are times throughout the day that become busier than others and therefore hold times do happen.  We do apologize for any inconvenience this causes. We do provide the option to leave a number for callback so that a customer may just receive a phone call from ** when their spot in line would reach an agent instead of having to actively wait on the line.
  
  In this case, the customer did select an option in our phone menu for our new customer sales line which did have a short queue at the time they called.  Our cancellation queue at that time had no hold time as the chat agent informed the customer.  By the time the customer tried calling again almost an hour later and did use the cancellation option there had built up a line.  However the customer was able to successfully use the callback function and properly completed their cancellation.
  
  At this time no further action is needed nor money owed on the customer's end so Frontpoint does consider this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased this property in November, 2022. During the purchasing process, I was encouraged to contact Front Point to take over the previous owners contract. When I contacted Front Point, I was told that the previous owners contract had been closed and I needed to start a new contract. This was incorrect, the system was intact when we went to the property in January. I ended up with both the previous buyers system and the one I purchased. We were at the property a very short time and the new system was not installed. When I returned to the property this March I attempted to terminate the contract. I was told I would need to pay 80 percent of the three year contract. I was unable to get to a resolution.

  

  Business response

  05/12/2023

  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.
  
  After reviewing this account we did find that there was a confusion during the beginning of this customer's account.  The previous owner of the property did in fact close their account which was told to this customer.  However, there is a short period after submitting a cancellation during which the system does still function.  After speaking to the customer they informed us that the system was set off causing a dispatch when they were at the home in January.  This understandably caused the impression that the previous account was still open and the customer had two systems at the property.
  
  When we discussed the situation with the customer we made several offers and the customer decided they still wanted to close the account.  We agreed with the customer to allow them to return the system past the normal return period in exchange for closing the account with the contract waived.  A prepaid return label was sent to the customer for them to return the system with.  Once returned to us no further action is needed nor money owed on the customer's part.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been a customer with Frontpoint over 3 years . The company equipment doesn’t work properly. The smart lock had to be a sent back to the company about three times. Still didn’t work so I ended up getting a smart lock from ****’s and work fine. I upgrade to the doorbell camera it work for a little while then stop. The company had me to sent that in more than once for a new one. Each one they sent out another it didn’t work. I was told maybe it’s the wiring in my home to contact an electrician. I hire one to come out and it wasn’t the wiring. Return the doorbell and purchase one from **** and it work perfect with no interruptions. Two damage equipments from this company. Since last year my alarm goes off for no apparently reason. It’s happens during the night and always states it’s tempering at the door. No one is tempering with the equipment. When this happen it frightened me cause I’m thinking someone is breaking in but again it’s the poor equipment. I called Frontpoint about this matter as well. They reset the system and it works for a short period and starts back up again. Just last night 03/08/2023 the fire alarm goes off. No one is cooking or have any heat going. The fire dept comes out to check. Another false alarm that frightened me. I stop setting the alarm due to the damage equipment. I ask to cancel my contract free of charges since I been experiencing poor business with them. I was told I had to pay the reminding months of 26 months. I had spend tons of money and time with this company. As of today I took all their equipment down so the alarm won’t frighten me again with the false alerts. I’m asking the company to terminate my contract free of charge so I can get another company to protect myself and home.

  

  Business response

  04/14/2023

  To whom it may concern,
  
  Frontpoint is always happy to review any customer account and experience and look for any opportunity to resolve any persisting issues or improve the experience moving forward.  In this case we have reviewed and found the following information.
  
  This customer did renew their account for new equipment in 2020 including both a smart lock and a wired doorbell camera free of charge.  The customer did then experience a number of technical issues leading to multiple replacements on both devices.  We did allow the return of the smart lock for compensation in the form of free months and we did send our newer wireless doorbell camera model free of charge.  Based on the issues it did seem there was some likely compatibility issues with the home and both devices.
  
  As for the contract the customer was still within contract due to their cancellation of another account in 2021 that itself was still within contract.  At that time we allowed the cancellation of that account in exchange for transferring the remaining time to the customers account in question for this complaint.
  
  The customer did decide to cancel currently due to not receiving the wireless doorbell camera from us.  There was a delay with the shipping handler and it did arrive approximately a week later.
  
  After reviewing these facts and evaluating based on the discounts received, money paid and overall customer satisfaction we did decide to waive this customer's contract.  No further money is owed to Frontpoint.  We consider this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• 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

*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. ↩