Complaints

This profile includes complaints 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

  
• 

  FrontPoint Security Solutions, LLC

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March I contacted Frontpoint Security to cancel my alarm service. I was sent a link to pay remaining invoice and cancel. The link froze after transacting payment. I called Frontpoint and spoke to ******* who gave me the steps for emailing a request and also emailed me that I would receive a $20 refund for the overpayment taken online when I tried to cancel via the link. Frontpoint continues to try to bill me every week. Last week on 06/9/2025 I called and the person on the phone acknowledged the error and said that ******* will call me Tuesday. I work full time. If he called, he did not leave a message and he did not reach out to me via email. This morning 06/17/2025 I tried calling again and was disconnected. I need the company, Frontpoint Security, to stop billing me, set me cancellation date to March 11, 2025 and refund my account $20

  

  Business Response

  Date: 06/23/2025

  To Whom It May Concern,
  
  Frontpoint's goal is to provide the best customer service and we are always willing to review any customer complaint to provide a reasonable resolution.  In reviewing this customer's account we found the following pertinent details:
  
  This customer did reach out to us in March to cancel their account.  They were sent a link to our online portal to pay their remaining balance but there was an error with the payment.  They called back in and were promised that we would correct the issue but this wasn't properly submitting and so did not occur.  This resulted in the account remaining open.  We do apologize for the inconvenience that this error caused the customer and can confirm that the account cancellation and balance have been corrected back to the date of their original call.  They have been provided with direct contact information should they have any other questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 06/23/2025

  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

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not using their services for over a year, I called and canceled my services. I spent over an hour on the phone with Frontpoint explaining why I was canceling for them to instruct me to cancel via their website that didn't work. I had to login to an account I have never and will never use. I was forced to update all my security settings and then after another hour on their website, when submitting my cancellation request, the "submit" button would not work. I tried then to contact their chat support on the website to cancel and they instructed me to call their ***** again. I did and they said I must cancel online. They did not care that the website does not work for me and refused to cancel my services. In my final attempt, I reported their bank drafts to my bank as fraudulent but somehow they have started debiting again. Frontpoint Security makes it intentionally hard for customers to cancel their services and should not be allowed to collect customer's bank details as they do so with the intention to trap and defraud customers. I am asking for a refund of all charges made since January 24, 2025, for this company to stop spam calling my cell and for them to cancel all of my services.

  

  Business Response

  Date: 03/20/2025

  To ******************************************** is ********************'s priority and we are always striving to provide the best service we can.  We have investigated this customer's complaint and can provide the following timeline and resolution:
  
  1/24/2025 11:37 AM -The customer called in to cancel their account. They were sent an email link to our online cancellation portal where they could submitted the required written notice to cancel.  There was no calls holding so as soon as they selected the cancellation option in the phone tree they were immediately connected to a representative.  The entire call including the phone tree lasted 6 minutes and 18 seconds.
  
  1/24/2025 11:53 AM -The customer reached out via online chat claiming the submit button on the link was not working.  As our chat agents don't have the ability to process cancellations they directed the customer to call back in so that we could verify what was going on and bypass the portal if needed.  The customer kept the chat open for 13 minutes and 20 seconds.
  
  This entire string of interaction took approximately 29 minutes in total.  There were no further contact attempts by phone for the customer so the account had been left open which they were aware of at the time.  As for the email screenshot they provided to the BBB, from the recipient list it can be seen that they sent their email to a no reply address and then put the ********************************** email address twice. The lack of comma between the two instances indicates that they were fed in consecutively as one entry which would explain why we did not receive this.
  
  After reviewing the account history ******************** has decided to honor the initial cancellation attempt even though due to the customer not following up to properly report the issue, we were unable to determine if the issue was due to a field not being filled out properly or a true technical issue. We have finalized the customer's cancellation and credited the balance for the months following the initial attempt. No further action or payment is required.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My system no longer works so I no long need the monitoring service there is nothing to monitor, so cancel the monthly service fee nothing works so how can you charge me a monthly fee. but they refuse to cancel the account I don't understand how you can still charge me for an non-existent service?how

  

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  This customer reached out to cancel their account the same day as filing this complaint on 3/6.  They had not logged in to our online customer portal since we made 2 factor authentication mandatory for customer ********************** so they were asked to set it up while accessing the online cancellation portal.  They raised objections to this and hung up during the cancellation process.  Frontpoint made no attempt or effort to prevent the customer from cancellation. They did login and complete the cancellation on their own later that day.  No further action is needed for the closure of their account.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontpoint security has engaged in fraudulent and deceptive business practices. Frontpoint does not allow for self-service cancellation of services online or through the phone. You must call, and remain on hold for an unreasonable amount of time. The customer service representative said our account would be cancelled when we called in, and that we should get an email confirmation. No email was ever sent. We then received an notice from Frontpoint about a balance due. We once again confronted the company, asking why the account wasn't cancelled as it should have been months ago. They replied via email that a specialist would get in touch with us. They did not. Then frontpoint attempted to use an older stored card number and began charging our credit card again for monthly service without our knowledge or any statements or paper or digital invoices.

  

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  This customer recently reached out to us and claimed they cancelled their account in 2021.  This was reviewed with a supervisor and the only call was with a representative not in our cancellation department who referred them to our cancellation department.  Our investigation showed that the customer never made an attempt to reach our cancellation department which is why the account was left open.  After this the customer claimed to have cancelled mid last year but our investigation through our phone records provided no evidence of this attempt and the customer was unable to provide any specifics.  During all this time the customer's account was fully functional and live so the service was still provided.  As such all charges since are valid.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department
  

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have repeatedly tried to call and email the company to request a cancellation of the service since we have installed a different securty system at our residence. We have tried requesting a call back from them using both their website and telephone number but have never received a return call. The account is paid through an automatic billing to my credit card which I would like stopped bu the credit card company says that only the billing business can cancel the pament.. I am requesting that the service be cancelled as of 1 March 2025

  

  Business Response

  Date: 03/17/2025

  To ******************************************** is ********************'s priority and we are always striving to provide the best service we can.  We did investigate this customer's claim and found no call attempts into our phone queue at least as far back as the beginning of February and no attempts by email to our support email inbox.    The first inbound contact we have was on March 4th.  We did move forward with processing the customer's cancellation with immediate effect and reached out in an attempt to gain further specifics as to dates and methods of the customer's claimed contact attempts so we can investigate the possibility of backdating the cancellation.  As of the current date, the customer has declined to provide us any further information but they have been provided with direct contact information should they decide to do so.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled the account and have written email verification that the account was cancelled. However they kept charging me and each time I called they said they have no record of me canceling even though I have emails from them.

  

  Business Response

  Date: 03/21/2025

  To Whom It May Concern,
  
  Frontpoint takes all complaints seriously and always wants to ensure that any customer is satisfied with the service they have received from us. In this case we have investigated and found the following pertinent details:
  
  This customer called in to cancel their account on 2/12/25 due to an upcoming military deployment.  The customer was still in contract until 4/30/25 so waiving the final two months would require approval from a supervisor which wasn't able to happen on the phone call.  It was approved later that day and the representative did inform the customer but the communication was unfortunately not attached to the account and the cancellation did not get completed by the representative.  We do deeply apologize for the inconvenience this error caused.
  
  Of note the customer did call back to inform us of the error the same day as filing this complaint 3/3/25.  There was an initial pushback due to the representative being unable to see the previous communication since it hadn't been attached, as soon as the situation was reviewed and the communication was found we immediately took steps to correct the cancellation and refunded the customer.
  
  Now upon receiving this complaint we do again apologize for the error.  The account has at this point already been resolved and Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 03/31/2025

  It was resolved i apologize I did not see the previous email

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a frontpoint alarm system back in March because they were running a sale and I was advertised to. I was not going to be living where I was very long, and needed a new system - and I figured when selling the house would be good to have something.I got my system in the mail and set it up myself. It never worked as it should properly, but at least gave the appearance I had a functioning alarm system. Frontpoint buries a "three year" contract into their "terms." There is no contract/signature. When you accept you are locked in, which is predatory in and of itself.I moved a few months later as was the plan. I tried multiple times, and documented several attempts to cancel the subscription. They make so easy, apparently, to sign up, but nearly impossible to cancel - you can't online and they don't respond to emails. Finally after waiting on hold for an hour I got ahold of someone who said they would "look into it".. after being charged for the monthly, again, I was told I would owe over $1,000 to cancel, even though the cost of EQ was less. They have been unresponsive, and after my complaints back they finally responded ... again, the day after I was charged.There is no way a company that claims to provide home security should be this predatory and nature and that slow to respond to customer inquiries. I am no longer using the system, moved, and yet stuck with them for over 2 years to pay for equipment that did not function properly in the first place.

  

  Business Response

  Date: 03/17/2025

  To Whom It May Concern,
  
  Frontpoint takes all complaints seriously and is always willing to review any customer situation to ensure we are providing the best service. In this case the customer signed up for a limited time offer that had a 3 year plan in exchange for a lower price, however it was not a full contract and the customer was not required to provide a signature at the time of purchase.  While the 3 year nature of the plan was listed during checkout prior to purchase we do understand the frustration of not realizing the plan that had been entered after the fact.  With these details in mind we did choose to release the customer from their 3 year plan at no additional cost.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I opened up my business I got this service. Right after I saw this wasn't the right service after 30days. I have been charged after 3years for this service even though they don't have anything they are monitoring cause all the devices where disconnected and multiple calls to cancel this service. This is robbery there service ***** that's why I disconnected it after the first few weeks installed. Frontpoint security *******************************************************

  

  Business Response

  Date: 02/10/2025

  To Whom It May Concern,
  
  Frontpoint's first priority is ensuring a high quality support experience for all of it's customers.  As such we take all complaints and reviews seriously and will always investigate to verify that we have done all we can for the customer. In this case we have investigated and found the following pertinent information:
  
  This customer did originally call us to cancel their account on 1/23/23.  They were sent a link to our online cancellation portal so that they could submit the official written request to close their contract.  The account had been past due with the balance being taken on the phone with us that day.  Our online cancellation portal will prompt the customer for payment on any past due so we gave the customer the instruction to wait until the payment they made to post so they wouldn't be prompted to make the same payment twice. They agreed to this process however the portal was never accessed and thus the account remained open.
  
  After reviewing the account we did decide to refund the customer on the basis of non use and intention to close the account to which the customer agreed to the resolution.  ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a Frontpoint customer for some time. When I decided to cancel the service, I made multiple attempts to do so over the phone and via email. These attempts were either ignored or met with time-consuming procedures seemingly designed to make cancellation difficult. Despite all of this, Frontpoint continued to bill me, claiming I had never *********** one point, they sent me a threatening email offering to settle for just one months payment, warning that the account would be sent to collections if I didnt accept. When I reluctantly tried to accept the offer, my attempts to contact them went unanswered. Ultimately, they sent my account to collections for charges I do not owe

  

  Business Response

  Date: 01/24/2025

  To ******************************************** is ********************'s priority and we are always striving to provide the best service we can.  We have investigated this customer's complaint and can provide the following timeline:
  
  This customer's account did stop making the monthly payment on 6/1/2024.  We did verify through our phone provider that the customer never dialed into our phone system for at least the two months prior to the payment failing.  After this the first contact attempt the customer made was replying to an automatic notification about the account's past due balance asking to cancel on 6/30/2024.  As this was an automatic notification it is not manned and we did not respond.
  
  The customer did call in the next day on 7/1/2024 and spoke with a member of our cancellation department who explained the past due nature of the account.  The customer refused to make any payment of any sort and hung up without taking any steps to cancel the account.  They refused to work with us in any capacity on any of our follow up attempts after this point.
  
  As of September the account was four months past due and so the automatic notifications would include that the balance would be issued to collections if not paid by 9/25/24.  The customer then posted a public review on 9/25/24.  Since the account being sent to collections hadn't been finalized yet we did attempt to reach out on 9/27/28 to offer them that we could still honor the 6/30/24 email date so the customer would only be responsible for the single month's payment instead of the full four months.
  
  While they didn't pick up via phone they did reply to our email on 9/28/24 that they would agree to the offer.  This was over the weekend so we replied on Monday 9/30/24 that we needed either the customer to release the hold on the original card so we could use it or provide us with a new card over the phone.  We were then the last ones to attempt to contact the other party as the customer did not respond to us until 1/8/25.
  
  Following their resuming of the conversation, once they provided payment information we did still honor the original offer and covered the remainder of the balance for them.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called FrontPoint on 03 Jan 2025 to ensure my account was still active and updated. I had changed emails and could not remember at the time which email was given to frontpoint about 6 years ago when we started the account.The initial agent tried to help verify me but could not and informed me that I would need to speak to a customer service supervisor with an associated call back time of 30 minutes or >. I agreed. Supervisor called me back at 11:18 am EST and verified my information with me on the phone. I then expressed my intent to cancel my existing account to go with another competitor. He transferred me over but the phone kept ringing and nobody answered.There is no website in which to cancel this account.I am instructing my bank to no longer auto pay this account.

  

  Business Response

  Date: 01/14/2025

  To ******************************************** is ********************'s priority and we are always striving to provide the best service we can.  We have investigated this customer's complaint and can provide the following timeline:
  
  10:09 AM - The customer's initial call to us.  The customer did not know their passcode to their account but the supervisor on duty was not available for verification so a callback was scheduled.
  11:08 AM - Our representative called the customer back to start the verification process.
  11:21 AM - The verification was completed but due to an accidental misclick the customer was transferred to the wrong extension instead of back to the original representative.
  11:24 AM - The error was caught and the initial representative called the customer back.  They were walked through the cancellation process and sent a link to our online cancellation portal where they could submit their official written notice.
  11:42 AM - The online portal was completed by the customer thus fully submitting their cancellation.
  
  We understand the frustration that the transfer error caused though we did our best to catch the error and fix it by calling the customer back 3 minutes later.  We do want to confirm again that the customer did successfully cancel their account and no further action was needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************