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:06/15/2024

  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.

  I have had an account with ******************************************* for six years, beginning in August 2018. In November 2023, I discovered that they were charging me 100% more than best practices for monitoring services, ***** monthly. When I discovered that issue, they reduced my monitoring services to half the amount, *****. Unknowingly, in Nov 2023, they locked me into another year's contract after a horrible experience with their customer service. Additionally, they admit this: the customer service has been quite poor and unhelpful, and the details have not been explained to me. It's a corrupt company that, in my experience, is quite unethical. They have not been transparent about practices or charges. I have also only needed services for small apartments. Since November 2023, I have paid the ***** a month. However, my panel has not worked since early April 2024. Without a panel, I no longer have service. Given those circumstances, I have contacted them and, again, received really bad customer service. In fact, a representative, *************************, from their customer service department who reached out to me by email a few days ago, listened to the customer service recordings and admitted that the representatives were unhelpful and that their behavior was unacceptable. My issue is that they are extracting funds from my credit card at this point when I have even been issued a new card, and they have been harassing and calling me daily. *************************, the customer care person, tried to settle with me for *****, which they have already taken out of my credit card over the past few days. This should now be settled in full, or in all honesty; I'd like a refund for being overcharged for several years, particularly given the "subpar" customer service that ******* admits I received. Thank you,

  

  Business Response

  Date: 07/12/2024

  To Whom It *** ******************************** 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:
  
  In November of 2023,the customer called to cancel their account because they wanted a lower monthly rate.  We did offer them a lower monthly rate alongside going back under contract for one year.  In reviewing this interaction the contract was fully explained to the customer and they acknowledged the contract both verbally and in writing.
  
  In January of *************************** due to the backlight on their panel not working though we were able to have it functioning by the end of the call.  The customer still spoke with a representative regarding pricing for a new panel.  This representative did behave in an unprofessional manner that we do regret while explaining the contract status to the customer.
  
  The next time we received any contact from the customer was in *** when they reached out via email trying to close their account stating that they weren't using it any more.  We did reach out to the customer and explained the contract status but they claimed they were unaware of it and refused to pay the early termination fee.
  
  Frontpoint does apologize for the poor experience caused by the representative in 2024.  However, it does emphasize that this was the only subpar interaction that the customer experienced.  Additionally, to be clear the customer paid the standard monthly rate for our Ultimate Monitoring level plan of $49.99 and the lower rate was only do to signing the contract that they were fully aware of at the time.  At no point was the customer ever overcharged for their monthly rate.
  
  With all this in mind, the past due balance and the contract term are all entirely valid as while the experience on the January call was regrettable it did not negate the contract itself.  Nevertheless, as we do strive to provide the best service at all times we did waive the contract term and close the customer's account without payment.  ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:06/11/2024

  Type:Order 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 Home Security about a replacement battery they sent me in March '24. 2 days ago Sunday, I noticed liquid dripping from the panel, realized the battery was/defective. A Frontpoint rep. informed me that it could've started a fire, but I have to call Monday (10 June) for support. I spoke to *******. He informed me that to get a new panel, a 3-year contract is required - no other options. His tone was bullying. I figured, "well, I guess I have to" so I signed the contract with a 3-day ***** ****** for cancellation. The next day I realized I was basically ambushed into a contract when in fact the equipment Frontpoint provided was/is defective - almost like a scam to upsell me - that's not okay. So, today 11 June, I spoke to "*******" who also used a unnecessary aggressive approach, but offered another solution: "forget the contract, but pay for the panel", to which I responded: "why do I have to pay for a new panel when your battery ruined the panel, the battery acid damaged my wall and floor, and it could've started a fire" - no response, but ******* decided to honor my request to cancel the contract and cancel my service in its entirety because I don't trust Frontpoint. ******* informed me that I will receive an email with cancellation instructions. The thing with ***** ******s is that the contract is completely eliminated and no money is owed; well, ******* was deceitful. I received Frontpoint's cancellation instructions email, but ******* conveniently left out that I will have to pay nearly $1600.00 to cancel the contract, even though there's a 3-day ***** ******, which makes this fee illegal. So, Frontpoint made it easy to leave them. THE UPSIDE TO THIS DECEITFULNESS IS THIS: " ***************** ", A TIER 2 SPECIALIST TOOK THE **** TO LISTEN & IMMEDIATELY APOLOGIZED FOR HIS COWORKERS & IS IN THE PROCESS OF MAKING THINGS RIGHT. He's correctly cancelling the contract free of any fees - as it should be. Thanks ********************* for your honesty.

  

  Business Response

  Date: 07/18/2024

  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.
  
  This customer did had the battery on their panel purchased in 2018 fail necessitating a replacement of their panel.  Any equipment purchased from Frontpoint does come with a 3 year warranty so since the panel was at that point over 6 years old it was no longer covered.
  
  We do offer heavy discounts on customers reentering contract. Typically, the vast majority of customers will choose to enter a contract in order to purchase the panel at no cost instead of paying for it out of pocket.  As such it is typically what we offer first which is what happened in this case.  Since the customer didn't bring up any reservations or objections the option of purchasing at full cost hadn't been brought up.  We certainly don't intend for any customer to feel mislead which is why we have our grace ****** that the customer took advantage of.
  
  On the second call the grace ****** was offered and the contract was submitted to be removed.  There are several steps on the back end with this process so it doesn't take place immediately but the customer was still sent the link to the online cancellation to complete after the contract removal was finished.  The link was accessed prior to the removal being done which is why it still displayed the full term early termination fee which was not applicable to the customer.  We understand the frustration seeing this would have caused and do deeply apologize for the confusion as it was not our intention for the customer to ever think that they owed that money.
  
  With this being said the removal was completed and the customer was able to log in and submit their written notice for cancellation a few days after the third phone call.  No further action or payment is needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:06/11/2024

  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.

  I had cancelled my Frontpoint security with the company on December 2022. I called them and let them know I did not need their services any more. The person on the call said that it would be discontinued from January and sent me a link which I completed for the cancellation. in the last month, I had an issue with my credit card and had it changed. that is when I realized that they have been charging me for the last one and a half years without providing any security. Now they are calling me saying that the last month bill is due and I need to pay them. I need them to reimburse me for the last one and a half years that they have needlessly charged me and to genuinely cancel my account fro good.

  

  Business Response

  Date: 07/18/2024

  To Whom It *** ****************** strive to ensure every customer has an excellent experience with ******************** and take each customer complaint as an opportunity to review and improve.  We appreciate the opportunity to review this customers experience. ******************** has carefully investigated this matter and has provided the following details to aid in explanation. 
  
  In light of this customer's claim of cancelling in December of 2022, we did double check directly with our phone provider's records. We found that there was no attempt to dial into our phone system from either of the phone numbers this customer has on file with us.  As such we wouldn't be able to refund the customer as the account was rightfully open.
  
  The customer first spoke with us regarding cancellation in June of 2024.  At that point the account was past due for *** and June.  We agreed to cancel the account with only half the past due as payment. The customer's account has been cancelled and no further payment or action is needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:06/04/2024

  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.

  I am not under contract, my contract expired in 2021. I called customer support on 4/22/24 to cancel *******. I explained the reason I was canceling ******* is because I have cancer which also destroyed my hearing and I can't hear the alarms and probably won't be here on this earth much longer, just trying to tidy up loose ends before "that day". The ******* rep said due to the situation, they would expedite the cancellation request. Spent 20 minutes with them on the phone waiting on that to be done. Finally, he said the cancellation would be approved but I had to submit a request via email stating I wanted to cancel *******, they provided an example line in an email worded the way they wanted the request, I simply copy and pasted that line as a reply and changed the example name and ******* address so it matched mine (still on the phone with the rep). He confirmed he received the email and that frontpoint would require for me to pay May ******* then he would send me a confirmation the account was cancelled toward the end of the month of may. The end of May came and I didn't hear from the rep, then today Monday Jun 3rd I received another charge from frontpoint. They also don't allow you to delete your personal information on their website or delete your payment information. I want them to do what they said they were going to do which is cancel my *******, delete my account, and refund the June payment amount.

  

  Business Response

  Date: 07/12/2024

  To Whom It May Concern,
  
  Frontpoint takes all customer complaints seriously and is always willing to review any complaint to ensure it is properly resolved for the customer. 
  
  In this case this customer did reach out in May 2024 to cancel their account.  Due to an the customer's personal situation we did approve cancelling their account immediately without the standard 30 day notice.  This did involve a different process than normal of obtaining their written request to cancel through email.  Unfortunately while the customer completed their end it wasn't applied to the account correctly and the account was accidentally left open.
  
  We do apologize for the inconvenience this caused.  This customer did file their ******************** complaint on 6/4 prior to reaching out to us directly on 6/12.  On that date prior to the BBB forwarding the complaint to us, we did immediately correct the error and refund the customer upon being informed of the issue.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:05/16/2024

  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.

  In 2019, my wife and I moved into a new (to us) home in *******, ***** that was out in the country. This home had several doors in and out, as well as and large number of solid glass windows all around the 1st floor of the home. Since we were living outside of town in the "country" and my wife was going to be home alone a lot due to my job, I decided to get us a FrontPoint Security System so she could feel safe at home. We had the system for several years, and then in last April or May, they called for us to renew our services with them. At the time, we were not thinking of changing homes so I told them that we would like to continue with the service we were currently getting. A couple of weeks later, maybe a month I cannot remember exactly, I got a new job and we moved 6.5hrs away across the state of ***** to a new home/neighborhood. With the way our current home is set up, FrontPoint's System is not feasible for work as the door frames/structures are not aligned where the system sensors can connect to one another. Additionally, we have hardly any windows at all, and they are all in different rooms and separated by at least one wall from each other so the "glass break" system is not allowed to be reasonably positioned to work.I immediately called FrontPoint to cancel my service as we are unable to use it. FrontPoint denied my request, saying essentially that it was my problem. So, for the last 12 months they have charged me $31.99 every single month for a service I CANNOT USE AND THEY CANNOT REASONABLY PROVIDE BASED ON THE STRUCTURE OF THE HOME. I called in again this week to try and cancel because we are adding a new member to our family, and money is tight for us as Teachers. Again, I was told that it was not their fault that the house was built this way and that they would continue to charge me and I cannot cancel. I informed them that they no longer have my permission or my consent to charge my bank account. I want this account canceled!!

  

  Business Response

  Date: 06/10/2024

  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.
  
  This customer did call us in May ******************************* exchange for discounts on their account.  Following this they called again in June of 2023 wanting to cancel the contract due to moving.  They told us that their doors were unable to support the door sensors they had from us. We did attempt to walk through verifying this and using alternative mounting methods and equipment setup methods but the customer did decline this and just wanted to cancel.  They were then advised of the early termination fee for their contract which they declined to pay at the time so the account was left as is.
  
  Since it was never actually verified that the equipment would not work, our initial decision was not to lower the early termination fee. We do value flexibility and understand that sometimes moving can result in a customer unexpectedly being unable to use parts of their system.   While we are willing to reduce or waive the contract in these situations, we do ask that we are able to verify that the equipment cannot work.
  
  Since receiving this complaint we did reach out to this customer and offer them a reduction on their early termination fee which they did agree to.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair 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.

  I purchased the ********************************** system for ****** on November 15th, 2023. I also ordered it for overnight delivery. The purchase did not state there was a contingency for the equipment and/or system to use it. Two days later on November 17th, ************************************************** order to use their product we needed to file for a permit with the city of ***********. This information was new and deceiving. We do not own the home and are unable to file for a permit. We did not open the product or engage with the system. I noticed I was being billed monthly $49.99 by Front Line since December. I have paid an additional $299.94 in monthly service fees. I called the company on May 13th to ask for a refund because they did not inform me about the permit compliance with the city of ***********. The customer service rep named ******************* said they did not indeed inform me, the customer, that it is required... but was unable to issue any refund or cancellation. They said I was still responsible for the "3 year contract" that I signed up for upon purchase in November 13th. They demanded that I would have to pay 80% of what was owed - for never using their product for a single day. That amounted to an additional $960. This is unethetical and poor business practice. I would like a refund for $299.94 and to cancel their service contract without penalty effective today.

  

  Business Response

  Date: 06/07/2024

  To Whom It *** ******************************** 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:
  
  In November 2023 this customer did sign up for a three year subscription agreement online.  The monthly subscription fee and term length are both clearly listed prior to purchasing. Frontpoint does offer a variety of term length options in order to offer a variety of price points for the initial cost of equipment.  The most common chosen by customers is a 3 year plan as this provides the lowest upfront cost for the basic package.  We encourage all customers to be aware of the term length prior to purchasing.
  
  The jurisdiction in which they live does require an alarm registration permit for any alarm system.  This isn't a Frontpoint requirement but we do research the laws for any customer and send them any applicable information to make sure they are aware of their jurisdiction's requirements and to make completing those requirements easy.  This information was sent to the customer the same day that they received the system.
  
  Frontpoint's subscription agreement does also come with a 30 day risk free trial period during which they are allowed to return their system to receive a full refund of both the equipment cost and any subscription cost.  This means that if for any reason the system isn't a perfect fit, the customer can cancel their agreement with no penalty.  After the **************************************************************************************** to any agreement term that they signed up for. This 30 day period starts the same day that the system is received.
  
  In this case, the customer did not report any issue or inability to setup and/or use the system until 6 months later.  At this point they were past the 30 day risk free trial period and thus ineligible for a return of the system.
  
  Since receiving this complaint, we have clarified with the customer that they rent the property they are residing in.  While this doesn't inherently prevent them from filing for a permit, their landlord has restricted them from using the system.  We do empathize with the restriction they are under and while we cannot offer a full refund due to them not notifying us for a return within 30 days of purchase, we have decided to still allow them to return the system in order to release them from any term obligation.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 06/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:05/14/2024

  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.

  Frontpoint security devices continue to be horrible and completely break on power outages. All of our door and window sensors have to be renamed and linked every time the power goes out for us. This has happened 5 times in two years and support agents sit with my wife for over an hour each time sometimes multiple hours to fix all of this and in the end we are the ones who have to fix our system sensor by sensor. My wife and I work full time jobs so by the time we call them at 5 and sit on the phone for hours, the billing department closes and we cant be refunded for missed service. This time it was 7 full days without service before we could get it fixed due to their inconvenient hours, terrible devices, and poor customer support. I want them to either make it so our devices dont continue to break (even after they replaced them), or refund us for all the sensors we bought for doors and windows that only work with their service. They have trapped us into a terrible situation because of all of this and I want this resolved.

  

  Business Response

  Date: 06/06/2024

  To Whom It May Concern,
  
  Frontpoint takes all customer complaints seriously and is always willing to review any complaint to ensure it is properly resolved for the customer. 
  
  In this case, the customer was experiencing a unique issue with their panel.  Initially, we did attempt to fix the issue without the need for replacing the entire unit. Since the issue was tied to power outages, there was significant time between occurrences.  On the most recent occurrence we did replace the panel for free out of it's warranty since the initial occurrence did happen while the panel was in warranty.  Based on the manner of the issue itself, we fully expect this to resolve the issue.
  
  We did initially cover a period of 7 days of service for the customer while the panel was down following an outage, but we have since extended this to a full month for it being a repeat issue.  Additionally, we are sorry to hear that the customer claims to feel trapped and we will always work towards resolving any issues that *** come up, we would note that the customer is month-to-month and is under no term obligations.  We have attempted to reach out to the customer since receiving this complaint but have not made contact or heard back.  The customer has been provided direct contact should any further issues or concerns arise.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:05/10/2024

  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.

  A front point sales person convinced me to buy a set of equipment promising easy to assemble do it yourself. I paid $360 the equipment arrived I could never figure out to assemble it myself. My father feel ill and I have other personal issues I forgot about the equipment's to call front point. I never receive a monitoring service from front point. I never receive a call or an invoice of a bill from front point until a year later on this day May 10/ ************************************** and making a treat if I don't pay ***** they are reporting it to my credit score. I called front point to understand and resolve the issue the sales person called **** was very rude and hung-up the phone on me, I called again and he told me to never call them again and my account is with collection agency and he doesn't care or want to resolve the issue or answer my questions. How can they send my account to collection with out ever send me a monthly bill?

  

  Business Response

  Date: 06/03/2024

  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 did purchase a system on 5/31/2023 over the the phone with one of our sales agents.  The customer was explained the terms and signed a contract that again outlines those terms such as the payment start date, amount and schedule as well as the term length.  The monthly payments for the account started on July 1st and that payment was made by the customer.
  
  Starting August 1st the customer did stop payments and the account stayed past due while open for 4 months prior to being closed and the balance sent to a collections agency.  During that time we attempted to reach the customer 31 times by phone and 11 times by email with the customer being unresponsive during that time.  Of note there were several phone attempts that the line did pick up but we received no answer after introducing ourselves. We've included a table pulled directly from our phone providers system showing the call attempts and below is a list of the time stamps for the  emails sent:
  
  8/10 11:39 AM
  8/17 12:54 PM
  8/28 11:52 AM
  9/8 12:26 PM
  9/15 12:55 PM
  9/22 12:49 PM
  10/12 1:45 PM
  10/20 12:44 PM
  10/25 12:36 PM
  11/16 12:14 PM
  11/21 10:24 AM
  
  We do strive to make the initial setup of the system as easy as possible and for a standard size system it typically takes less than an hour. For anyone experiencing difficulty in any way we do keep our technical service open 7 days a week.  Lastly, we noted that this is this particular customer's second account as their first account was open from ********* at which point it was also cancelled when the customer stopped payments and was unresponsive to any attempts to reach out.  As the customer had a previous system this also shows that they would have prior knowledge and experience into how both the system setup and billing work as neither have significantly changed since 2019.
  
  Given that we made every reasonable attempt to reach out to the customer, their prior experience with the system and their prior history with lack of payment, Frontpoint has decided not to offer to cover any amount of their collections balance.  We have attempted to reach out to the customer to let them know of this but they were again unresponsive.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair 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.

  2018. I signed up the Frontpoint, Salesman Sold in on lifetime warranty as long as I was under contract agreement, I have continuously renewed my contract and left warranty over the time have been modified without my approval, They have refused to provide warranty to items that were covered,

  

  Business Response

  Date: 05/24/2024

  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:
  
  When this customer signed up they were offered a unique warranty agreement.  This wasn't something that was widely offered or advertised.  As such though it was written into their initial documentation it isn't reflected in our normal equipment ordering system which has resulted in confusion as it wasn't immediately visible on the account without looking specifically for it in the initial documentation.  We do apologize for the inconvenience that this caused as it was not our intention to not honor the initial offer.  We have at this point assigned on of our Team Leads as a long term liaison for this customer in order to ensure that the warranty agreed upon is followed with minimal disruption in the future.  The customer has indicated satisfaction at this point in time.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 05/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:05/07/2024

  Type:Order 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.

  October 2023 I contacted Frontpoint to cancel my service but was told the contract didnt expire until the 4/1/2024 payment. I said OK that I would continue to pay the monthly service fee until then but please cancel my service on that date. On 5/6/2024 Frontpoint called wanting more money for month to month service and then said I had to give them 30 days written notice to cancel. I offered to pay a prorated amount up until midnight on 5/6/2024 but they kept on about written requirements. I reminded her of my verbal instructions from October 2023 to cancel which satisfies instructions to cancel. The service has not been hooked up in at least 5 months yet I have been paying in good faith to satisfy the remaining contract payments. I rescinded offer to pay anything further and told her I was contacting BBB to complain about shoddy business practices.

  Customer Answer

  Date: 05/15/2024

  My credit score is well over 800, so please rest assured that I take on time payments and financial obligations seriously.

  

  Business Response

  Date: 05/24/2024

  To Whom It *** ******************************** 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:
  
  The customer originally called to cancel their account on 11/06/23 as they were moving.  On the call our representative informed them of the contract term lasting until 4/30/24. The representative suggested the options of taking the system to their new home or initiating a transfer with the new owner as initiating the cancellation at that time would result in the customer having to pay the early termination fee based on the remaining months. The customer told us that they would check in with everyone involved prior to making a decision on how to proceed with the account and the representative told the customer that the account would be left as is until a decision was made.
  
  The customer didn't call back in to complete their cancellation at any point until 05/06/24 when the account had rolled into a month to month status.  On that call they refused to make any payment and disconnected before an agreement could be reached. 
  
  As of receiving this complaint we have reached out to the customer and honored the cancellation as of the end of the contract term.  We have explained that we were not in the wrong as the cancellation was never completed and Frontpoint was always clear that there were more steps to complete.  The customer did accept our offer and ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 05/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************