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: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 *******************

• Initial Complaint

  Date:01/02/2025

  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've been a Frontpoint Security accountholder for over 10 years. I've been trying to cancel my account for the last few weeks. I have spoken with a representative at least two times after waiting for an extended period of time in each case. When someone finally took my call, I was told that I needed to speak to a different individual to cancel my account. I waited on hold for the other individual to pick up the call but they never did. The next time I called, I asked to have someone call me back, but they never did. I've now been on hold for 10 minutes and no one has picked up my call. It is not fair or right that Front point makes a longtime customer go through such a painful, long process to cancel. It has made me think that they are not a legitimate company and are scamming customers. I find it troubling that a company that is supposed to be looking after the security of my family is not trustworthy in how they treat customers.

  

  Business Response

  Date: 01/23/2025

  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:
  
  The customer first called on 12/26/24 to cancel their account. On their first attempt they did submit a callback request that we responded to about ten minutes later. While the line picked up there was no response from the customer.  The customer did immediately call back again and in speaking to a support representative, they were offered a call back from our cancellation department.  However,the support representative did not properly submit the call back so it did not occur.
  
  We do apologize for the inconvenience this caused.  As of receiving this complaint we do see that the customer called in the same day as filing the complaint 1/2/25.  On that call the customer did have us complete the cancellation and backdate it for them so it was as though they had successfully submitted their cancellation on 12/26/24.
  
  No further action nor payment is needed for the cancellation of their account.  They are welcome to reach back out to us should they have any further questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:01/01/2025

  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.

  The company intentionally makes it excessively difficult and costly to cancel an account. I sold the home where I initially set up frontpoint four years ago, and therefore dont have the equipment or use the service. Ive logged into my account several times and cannot find an easy answer for how to cancel. And there is no option to stop autopay or auto-renewal once signed up. Frontpoint needs to stop making it so difficult to cancel, needs to cancel my account, and should refund me for a service I have not used in years.

  

  Business Response

  Date: 01/23/2025

  To Whom It May Concern,
  
  Frontpoint strive to provide the best service it can include during the cancellation process.  Our contract which is available online within the customer portal does include instructions for cancelling via writing without needing to speak to a representative though reaching out to a representative who can facilitate the cancellation electronically is the easiest way to cancel the account.  This is typically a very short process that can be completed in a matter of minutes.
  
  In this case we checked our phone records and found the only recent contact attempt was on 1/1/25 where the customer dialed into our system and disconnected after 11 seconds.  We found no attempts to reach out or cancel by our email or support ticket system.
  
  Since receiving this complaint, we have gone ahead and cancelled the account on the customer's behalf.  No further payment or action is needed.  Despite the customer choosing not to use the system, the customer's account was still active as they never made any attempt to cancel it with us. Non use of the account does not mean the account does not still cost Frontpoint the same resources to remain open.  As such no refund would be owed to the customer.  ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 03/09/2025

  Apologies for the delay in responding. I have called the company to try to cancel my account but am still experiencing difficulties . This complaint is still active . 

  

  Business Response

  Date: 05/13/2025

  To Whom It May Concern,

  This account cancellation was submitted on 1/23/25 when we replied to the complaint.  It would have continued to function until the end of the billing cycle on 1/31/25.  Since that point the account has been fully cancelled.  No further billing has occurred and no monitoring is live.  In case it is giving the customer the impression that the account is still live, the panel will still continue to function and sound locally but it is not connected to any service.

  Thanks,

  Frontpoint Security

  Voice of the Customer Department

• Initial Complaint

  Date:12/20/2024

  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.

  Hi, I used Frontpoint Security at my old residence, but moved in March of this year (2024). My new place has security on the premises so I called to cancel (I couldn't just cancel online). The agent I spoke to was really insistent that I should wait and see if I wanted to keep it and wouldn't let me cancel. They said they would pause my account and call me back in ***** days to see if I wanted to resume service. I never received any correspondence. I recently discovered that I was still being charged. I tried calling them to get a refund and to make sure I was actually canceled now. They still made this whole process difficult and it seems like they aren't following the new laws about making subscriptions easier to cancel.

  

  Business Response

  Date: 01/13/2025

  To Whom It May Concern,
  
  Frontpoint strive to provide the best service it can include during the cancellation process.  Our contract does include instructions for cancelling via writing without needing to speak to a representative though reaching out to a representative who can facilitate the cancellation electronically is the easiest way to cancel the account.
  
  In reviewing this account we did listen to the original phone call from March ************************************************ their complaint.  On that call the customer initiated by stating they wanted to cancel due to moving and being unsure about what new equipment they needed.  Our representative did explain the loyalty benefits that the customer was eligible for based on their account age and offered that they could put the customer on a temporary hold so they wouldn't lose those benefits.  They concluded by asking if the customer wanted to continue with the cancellation or utilize the temporary hold.  The customer immediately replied they wanted to do the temporary hold.
  
  Our representative was not in any way overly insistent on the hold offer as they only explained it and offered it to the customer once. Neither did they prevent the customer from cancelling as they still offered to help complete the cancellation for the customer.  Lastly, since the customer stated they would know what they wanted to do at the end of the month, the representative did send the customer an email with their renewal benefits that they could reply to when they were ready.  No callback was offered and the customer never replied to said email.
  
  As of writing this the customer has completed their cancellation and despite Frontpoint's representative not making any errors, a Frontpoint supervisor did call the customer back and issued them a one month refund as a courtesy.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:12/14/2024

  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 contacted Frontpoint to find out about the company, the person who own the home before me had their service and their stickers were posted all over the house. When I reached the company by phone during my move I conveyed to the person I was speaking with that I was interested in a home security system but did not want to be locked into a contract. I only was interested in getting a service like the others that I was looking into, Ring and Simply Safe where I could buy the equipment and just pay for monitoring. The person was super understanding and was happy to help and sell me what I needed and provide monitoring for my new home. Perfect! I thought, let me do that. The person started with questions, how many doors, windows, Dbell camera, 2 additional cameras for monitoring the doors from inside the home. Total, close to $700 about what the others would cost, and $50 a month monitoring which I thought just a little high but hey no contract. I paid and provided a credit card for the monitoring service. Equipment got here in a few days while I moved. After a couple of weeks of getting settled I decided to go ahead and set up security. I got all of the sensors installed until the last one. Everything lined up but it didnt recognize the thing. I decided to give it a rest and address it later everything else seemed to be operating and only the cameras remained. So the cheap control box was super annoying more so than I could stand so I unplugged it but it continued and I had to put it in the garage to avoid hearing it. A few months went by and I decided I was never going to finish the install and didnt really line it anyway so I called to cancel the monitoring. NOPE I was told, you signed a contract, yes I did for monitoring. But what I was never told until then was that they sold me the equipment at a discount! It would cost more to cancel than pay the rest of the months. They slipped that in the agreement. Now since I never had service I cant cancel. CROOKS!!!!

  

  Business Response

  Date: 12/16/2024

  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. After review we do wish to provide the following pertinent information:
  
  Frontpoint values transparency and in any sales transaction we fully demand that our representatives are completely clear regarding the contract term associated with any offer.  Our call recordings are kept for a period of one year so the recording for this customer whose account was created two and a half years ago no longer exists.
  
  Part of our commitment to transparency is ensuring that the contract terms are expressed in writing as clearly as possible.  The cover page of our contract makes a clear statement of the contract term lengths and as we use docusign the document was presented to the customer to read prior to signing.  As such regardless of any claims to the customer's original intention, they signed the contract with all information clearly and easily available to them thus making the contract valid.
  
  With all this in mind, in an attempt to meet the customer's satisfaction as much as we ************************ has decided to waive their responsibility to the current remainder of the contract.  We have closed their account and no further action or payment is needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:09/25/2024

  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 were gifted a system from family and paid for monitoring service for a few months. They keypad unit got damaged my wife ordered a replacement and they had her unknowingly agree to a new contract on the phone. We began getting double billed monthly. We placed dozens of calls to try to resolve the issue with no progress. I called and told them to cancel the monitoring and was told it was never activated on their side. Meaning I was paying for the service and wasn't receiving it which I belive is a breech of contract. I was told the policy would be canceled and I blocked any further payments through my bank. Approx 6 moths have gone by and we have started receiving phone calls from collecting agencies for both accounts because they continued to try to charge us without our knowledge demanding 1000 dollars per account. ******************** customer service is aliment that they can do nothing to help.

  

  Business Response

  Date: 10/24/2024

  To Whom It May Concern,
  
  Frontpoint values the customer experience and will always review and investigate whenever a customer reports to us an experience that is not satisfactory.  In this case the following timeline was found:
  
  7/26/2022-8/1/2022 The initial account was purchased online with a discounted 3 year plan and then subsequently transferred into the customers name.
  
  8/24/2022 We received a call advising that the keypad was damaged by their dog.  The warranty only covers defects and normal wear and tear so physical damage of this nature wouldnt be covered and they were told that they would need to purchase a new keypad but no purchase was made on the phone call.
  
  8/25/2022 The second account was purchased online with a discounted 3 year plan as well.
  
  10/21/2022 We received a call after they noticed they were being billed for two accounts.  Realizing that the second accounts creation was a mistake we did offer to provide a return label for the system to be returned and the extra charges refunded despite being past the 30 day return period.
  
  10/23/2022 The return was fully setup and the return label was sent.  We never received any equipment back via this label and so the account remained open.
  
  8/17/2023 We received a call where we were presented with a claim that the customer was told to throw away the system and that the account was being closed.  This wasnt in line with our policies nor the documentation on the account so it was submitted for review.
  
  8/22/2023 The review was completed and the 10/21/2022 call had been listened to.  It was verified that accurate and clear instructions to return the system were provided and no indication of the system being able to be thrown away or the account being cancelled without the return were given.  The return label was sent again for returning any equipment still in their possession.  The return label was still not used to return any equipment.
  
  9/5/2023 We received one more call regarding cancelling and the past information was reviewed again and the current account contract statuses were given.
  
  1/1/2024 Both accounts stopped making monthly payments without any further contact until after they were both cancelled for non-payment.
  
  With this timeline in mind Frontpoint does assert that it made no error in this situation and took steps to remedy the original error that had been made despite it not being our fault.  At this point we have decide to meet the customer halfway in the interest of resolving the issue and we are covering the remaining balance on the second account.  The first account's balance would still be due.  The customer did accept this offer while speaking over the phone. Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:09/05/2024

  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 have a FrontPoint Security system at my Grandmother's house, which we co-own and upkeep on her behalf. My grandmother is elderly, with a hearing disability.I signed a contract for her alarm system on 10/03/2017 for 5 years, so the contract should have expired on 10/03/2022. On 05/11/2022 my grandmother was experiencing issues with one of her alarm devices. She called ******************** to ask for technical support, and the agent offered her a " Free Smoke Detector" to renew the alarm contract for another 3 years at $39.99 per month. M My grandmother's name does not appear on my account or contract. ******************** only has her information, in case of an alarm or emergency.I called FrontPoint to cancel our service on 7/16/24, and they informed me that I had signed a contract renewal in 2022. I told them that I never signed anything. The agent then sent me the " signed" DocuSign Contract Renewal, with my signature attached to it. There is no signature confirmation page or IP address showing who actually signed this legal contract under my name.I've been attempting to resolve this issue with FrontPoint since July, and no resolution has been given. Their team has refused to provide me with the DocuSign Signature Confirmation page, showing which IP address actually forged my signature on this contract.

  

  Business Response

  Date: 10/04/2024

  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. After review we do wish to provide the following pertinent information:
  
  In 2022 this customer's Grandmother did call in and verified the verbal passcode proving her as an authorized user of the account allowed to make changes to the account.  A contract renewal was requested and sent to the default email address already on file where it was accessed and signed.  Since the account itself is in the customer's name that is what appeared on the generated docusign.
  
  This issue was reviewed by our legal team after it was initially brought to our attention.  It did take some time and we do apologize for the inconvenience. Prior to receiving this complaint from the BBB we did decide that while the renewal was done by an authorized user of the account, it was not intended by the primary account holder and so he did release the customer from the contract term and processed the cancellation as of the first date they reached out to cancel the account.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 10/04/2024

  [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: 22246542
  
  I am rejecting this response because:

  My elderly and hearing impaired grandmother did in fact have the verbal password, in case there was a false alarm. This is standard practice with any home alarm company ( ADT, Ring Alarm, Guardian, etc).  Having a verbal password does not give a company permission to knowingly and illegally engage that person to enter into a legal contract under someone elses name.  That is exactly what happened. My grandmother called in because she was experiencing an error on her device. Your agent asked her for the verbal password, helped her resolve the issue, and then asked her if she would like to renew the contract for a free smoke detector and cheaper monthly rate. FrontPoint was fully aware that my grandmother was not the account  holder, as your agent sent me an email stating as such. 
  

  Ive asked several times for the DocuSign Signature Confirmation page, showing the ** address of who signed my name on this legal contract. FrontPoint has failed to provide this after 3 months of back and forth.  This leads me to assume that the document was forged by your team; unless you can provide documentation proving  otherwise. 
  

  If FrontPoint is unwilling to provide me with a refund for the contract that they unlawfully entered in and potentially forged; I would like to see the document proving who signed it. 

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

  
  

  

  Business Response

  Date: 11/25/2024

  Dear Mr.*******,
  
  Thank you for your response. We appreciate the opportunity to address the concerns you have raised and provide clarification regarding the situation.
  
  Account Renewal and Authorization
  
  On 5/11/2022,the account was renewed following an interaction with the grandmother, during which the verbal password was provided as part of our standard identity verification process. While the verbal password is used to validate account access during such interactions, we acknowledge the grandmother is not listed as the official account holder.
  
  Following our previous review of the account, we agreed to rescind the renewal contract,ensuring the terms of the original agreement were applied.
  
  Refund of Services
  
  Per the terms of the original contract, following the Initial Term, the services automatically renew on a month-to-month basis until either party provides at least thirty (30) days' written notice of intent not to renew. While we are unable to provide refunds for services rendered prior to 7/16/2024, we have taken the following actions:
  
  Waived the August 2024 service fee during our investigation.
  Refunded the September 2024 service fee following the conclusion of the investigation.
  Formally canceled the account, honoring the cancellation request date of 7/16/2024.
  
  DocuSign Documentation
  
  As requested,we have provided the DocuSign summary page, which includes the email address where the contract was sent, the ** address from which it was signed, and the corresponding location and network details. This documentation outlines the electronic signature process, including the following:
  
  ** Address:**************
  Location: ***********, **
  Provider:ATT-INTERNET4
  If you believe the signature was unauthorized, we recommend reaching out to DocuSign or your network provider for further verification.
  
  Resolution
  
  We believe the actions we have takenrescinding the renewal contract, canceling the account,waiving the August fee, and refunding the September feereflect our commitment to addressing this matter fairly and appropriately.
  
  Sincerely,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:08/05/2024

  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.

  Frontpoint security took mony from a personal account I ****** ******* did not authorize a payment from this account !! I have contacted *************** on this matter .

  

  Business Response

  Date: 09/11/2024

  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. After review we do wish to provide the following pertinent information:
  
  This customer came into possession of the account when it was transferred to them in 2019.  In 2022 they called in and agreed to and signed a 3 year contract in exchange for getting a full new system at hneavy discount.  In May 2024 they did call in to cancel their account citing the panel alarm being too loud as the reason for wanting to cancel.  We did advise them of their contract having 1 year remaining and the early termination fee associated with it.  However, they did refuse to complete the cancellation at that time.
  
  Since their reasons for cancellation aren't a result of any technical issue nor fault on Frontpoint's end they wouldn't be owed a reduction of the early termination fee.  Since receiving this complaint we have still offered a reduction of the fee which they did agree to.  We are still working with them on finalizing the fee and cancellation.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:07/12/2024

  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.

  Today 7/12/24 I had a valuable package stolen from my porch. We have been using Frontpoint security for over a year. The front/door bell camera did not pick up detection of the event or several other events. Upon looking back, the camera/software was clearly not working and multiple events were not picked up or notified. After spending hours on the phone with customer service there was no attempt to help or take any responsibility for their system failure. We expressed the concern as this is not providing reliable security and requested to be let out of our contract. They denied the request with out paying 80% of the next three years of fees. We are incredibly disappointed in the failure of providing reliable security service and being forced to continue to pay for a service that does not work.

  

  Business Response

  Date: 07/31/2024

  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.  In this case we wish to provide the following details:
  
  This customer did have their doorbell camera fail by ceasing to record consistently.  We did work with the customer but the issue was unable to be fixed without a replacement which was not covered due to the device being beyond it's three year warranty. Though we don't make any guarantee of the equipment functioning beyond it's warranty period as all consumer electronics will fail in time, we understand the frustration of the failure especially at a critical time with the stolen package.  This caused the customer to want to close their account which would require an early termination fee for the contact that they signed earlier in the year for significant discounts on the account. They did mention other technical issues with the system but hadn't mentioned them to us prior and refused to let us address them at the time so as such the failed doorbell camera alone didn't constitute waiving the early termination fee.
  
  ***** to this complaint being forwarded to us by the BBB, the customer did reach out again and we worked to come to a solution.  We offered them both a free replacement for the camera or a slightly reduced early termination fee with the possibility of reducing further after addressing any other technical issues with the system. The customer did agree to and express satisfaction with the option of replacing the doorbell camera.  If any other issues persist the customer is of course welcome to reach out directly.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:07/02/2024

  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.

  2 years ago this month I sold my property in ******************** and I had just renewed my security system with Frontpoint Security for that property. I immediately called to cancel the same day that I renewed. I was told that I could not cancel and that I would have to pay for 1 more year and then I could cancel. Last July was 1 year so I called to cancel and was told that it was 2 years not 1. Now I call and they will not answer or return my calls after I left messages. Today I got another $49.95 taken out of my account.

  

  Business Response

  Date: 07/24/2024

  To Whom It May Concern,
  
  Frontpoint always values the opportunity to review any customer's account.  In reviewing this customer's account we did find the following timeline:
  
  3/30/22 - The customer called in after their panel battery failed and signed a 3 year contract in order to purchase a new panel at no cost.
  4/15/22 - The customer called in to cancel due to moving and was informed that since it was past the 3 day cancellation period for the contract they were at point unable to reverse the contract that they opted into.
  7/27/23 - The customer called in to cancel and was specifically advised of the 3 year contract timeframe and the early termination fee.
  7/9/24 - After submitting this complaint but prior to it being sent to us the customer called in again and they agreed to and completed the cancellation process.  No further action is necessary.
  
  Frontpoint values transparency and expects all of it's agents to be clear about the contract and it's terms.  Our call recordings are able to be reviewed for up to a year so we were able to listen to the 7/27/23 call and verified that all information was presented clearly on that call.  The 3/30/22 and 4/15/22 calls cannot be listened to but the document the customer signed does clearly state the contract length in the simplest terms and the 4/15/22 notes left by the representative state that they told the customer it was a 3 year term.  So while all of our records indicate clarity,we do apologize anyways in case any Frontpoint representative was at any point not perfectly clear when discussing the terms.
  
  We did also verify records with our phone company and there was no follow up call the same day as the contract signing.  Since the customer did not call within the 3 day period allowed to retract the contract they were obligated to the terms that they agreed to. Again the customer has at this point completed the cancellation of their account with us and no further action or payment is needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************