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:04/10/2024

  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.

  Frontpoint is trying to charge me an additional month of services after I requested cancellation. I just paid my bill for the month April 2, and requested that services be cancelled April 5. I was sent a link to cancel which prompts me to pay then and there before I can complete it. When I asked, they said it was in the contract, but the contract only says that it's a month to month contract UNTIL 30 days notice is given, which to me implies that the month to month contract is broken and payment should be made to cover the next 30 days. However, they are telling me I have to pay until May 30th since I already paid for ****** There is no other way to truly cancel without paying this fee.

  

  Business Response

  Date: 04/26/2024

  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:
  
  Frontpoint does ask for a 30 day notice for cancellation of it's contract.  This means any monthly payments due during this time will still be owed.  Frontpoint does however value flexibility and understands that the policy as written is not the best fit for every situation.  In reviewing this account, the representative that discussed the cancellation with the customer did not inform them of the 30 day notice leading to being blindsided while completing the cancellation online.  Additionally, the customer did describe a personal situation where we would normally reduce or waive the final payment and the representative did not raise the issue for consideration by one of our Team Leads.
  
  Since receiving this complaint we have reached out to the customer and apologized for the inconvenience as well as refunding the final payment for their account.  The customer did accept this offer.  ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:04/04/2024

  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 attempted to cancel the service several times for several years, the last being in February 15, 2024. ********* kept telling me they couldnt cancel it over the phone and they would have to send me a link which would take a while to get to me, but I never got the texts or emails, not even in my junk mail. Frontpoint kept deducting the money from my checking account. Today I finally got a representative to help. He had to send me a link from his personal email. In order to cancel I had to provide my credit card which charged another month of $59, which was just deducted from my checking. Their contract says 30 day notice. I was charged for service until May 31. The amount of money I have paid since I originally tried to cancel several years ago is $4,176

  

  Business Response

  Date: 04/17/2024

  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 **. In this case we have investigated and found the following pertinent details:
  
  This customer originally called us to discuss cancelling their account in 2019.  At that time they still had roughly 2 years left on the 3 year contract term they started in 2018 before it would become month to month.  In order to cancel they would have needed to pay an early termination fee as compensation for the up front discounts they received with the contract but they did decline.  The following time we hear from them was in 2020 for help activating a sensor as they were still using the system.  No further communication regarding cancellation was received from them until February 2024 where they requested to cancel the account again.  We did send a link from our system to our online cancellation portal for them to submit the written notice.  We then heard from them in April 2024 when they called in and claimed that they didn't get the emailed link in February.  The cancellation was completed at that time.
  
  While we were upset to hear the customer didn't receive the link, our initial decision was not to backdate the cancellation as the customer was aware they were being sent the link and did not inform us that it didn't arrive in their email in a timely fashion.  After receiving this complaint we did reach out to the customer and offered to backdate the cancellation to February and refund the two extra months which they did accept.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 04/17/2024

  [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:04/01/2024

  Type:Sales and Advertising 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 been trying to cancel my subscription and service since November of 2023. I spoke to multiple individuals and stressed that I am no longer in need of this service. They have repeatedly called, emailed and mailed me late notices. Still charging me for a monthly service that I have requested on multiple occasions to have cancelled. This is my attempt to let them know they cannot bully customers into continuing a service. There was no contract, so I had no contractual obligations to continue the service for a specific time period. I have had the service for approximately 4 years prior and never missed a payment.

  

  Business Response

  Date: 04/16/2024

  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:
  
  Per the customer's complaint as they said they have been trying to cancel since November we did pull records from our phone provider. Those records show that our phone system was no dialed into by either of the primary numbers on file for the entire month of November.
  
  Additionally the customer did stop payments which caused the account to go past due as of December.  When we made contact with them they did state they wanted to cancel and we explained that the account would need to be made current in order to cancel since we didn't have any contact in November.  The customer refused to make any payment and disconnected the call.
  
  When we made contact again in January we offered to waive the then past due January payment if the customer paid December in an attempt to backdate it for them to the first time they told us they wanted to cancel.  Again they refused.  As of March 26, 2024 the account was cancelled for nonpayment.
  
  After receiving this complaint we did reach out and explain that because the account was not current at any point where the customer requested cancellation the balance was valid and we would no longer backdate it.  We did however ask for any record they may have showing any attempt to contact us prior to the December 1st payment as that would change the situation and what we could do.  They have not provided any further information at this time but they have direct contact information should they choose to reach back out.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/25/2024

  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 was a customer of ********************. They provided a me a security system and monitoring services. On July 18th, 2022 I contacted Frontpoint by phone and requested cancellation of my account. The ******************** agent acknowledged my request and took final payment over the phone. He also sent me a link via email to confirm the cancellation. I clicked on the email and received a blank screen. In January of 2023 I noticed that I was still being charged for services from Frontpoint and I called again to cancel. They acknowledged my request, took final payment, and sent a link for cancellation. I let the agent know that I had previously encountered a blank screen when clicking the link and he told me to try a different browser. I tried a different browser and encountered a blank screen. Today I called Frontpoint and repeated the same process. The agent cancelled my account via email instead of the link. There are two issues that I am asking for help from the BBB. 1. I would like a refund for the charges from the date of my first cancellation. I asked a Frontpoint supervisor Mr. ********************** and the request was denied. 2. Frontpoint used the card that I paid with on 7.18.2022 for my monthly charges when they didn't have permission. They were given permission to pay monthly charges with a different card that was cancelled after the 1st notice of cancellation. I believe that Frontpoint has made it unusually difficult to cancel their agreements as a strategy to collect additional fees from customers. In my case they charged me for services I did not receive for an additional 20 months beyond my notice of cancellation. Compared to other businesses, I do not find their accounting and account management practices ethical in nature. Thank you in advance for your support.

  

  Business Response

  Date: 04/08/2024

  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:
  
  7/18/2022 - The customer called in to discuss cancelling their account.  As the ******************** contract requires a written 30 day notice to cancel, we send a link to an online portal for the customer to sign in and submit the written notice quickly and easily.  The online process wasn't completed but we didn't receive any notice from the customer that there was any issue so the account was left open.
  
  1/9/2023 - The customer called when they realized the account was still open.  We advised them that it hadn't been completed before and sent the link again.  The online process wasn't completed but we didn't receive any notice from the customer that there was any issue so the account was left open.
  
  3/25/24 - The customer called in when they again realized the account was open.  At this point we did advise the customer that we were unable to refund them as they hadn't informed of any issue with the link during either attempt to close the account.  We can't know that there was necessarily an issue if we are not informed and the requirements of the cancellation process are disclosed up front so in the case that any issue occurs such as the customer describes it should be clear that the cancellation wasn't completed.
  
  We do empathize with the frustration of experiencing a technical issue during the cancellation process.  Since receiving this complaint we have decided to extend a courtesy offer of meeting halfway on the refund and cover half of the months that have passed since the initial cancellation attempt.  This offer was accepted by the customer and has been issued.  ******************** considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/13/2024

  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 called to cancel my account with frontpoint in the end of December. They said they would send me an email with a link to cancel. The email never came so I called again in January, finally got the email and the link would not work. Spoke with employee on phone and had to email him saying I wanted to cancel and was told my account was canceled. Noticed today, 3/13, that I was still being charged, called and spoke with another employee forwarded the email from January to her and was told that they will cancel and refund me for the past two months. I asked for email to confirm our phone conversation and have not received email yet. The cancellation process has been horrible and very confusing. It seems they are purposefully trying to not allow me to cancel with them. I want to ensure that my account is actually canceled and my money refunded and that they will not charge me again.

  

  Business Response

  Date: 03/26/2024

  Dear ***************************,
  
  We are writing in response to your complaint filed with the Better Business Bureau regarding your experience with our cancellation process. First and foremost, we sincerely apologize for the inconvenience and frustration you have experienced. We value your feedback and take your concerns seriously.
  
  After thorough investigation and review of the provided details, we acknowledge that there were shortcomings in the cancellation process, which resulted in undue stress and confusion for you. We deeply regret any inconvenience this has caused.
  
  Here is a breakdown of the events based on the information you provided:
  On December 28, 2023, you contacted our team to request cancellation of your account.
  A link to the cancellation portal was sent to you as per our standard procedure.
  Subsequently, on January 4, 2023, you reached out again in reference to your account cancellation and the cancellation link was resent. It was verified that you accessed the link and processed a payment for January. However, the final payment for February was declined, likely from the bank attempting to stop what it saw as a duplicate payment.
  On March 13, 2023, after further communication with our leadership team, a manual cancellation was approved, and a refund of $104.98 for February and March was authorized to the card ending in ****.
  On March 18, 2023, an account specialist replied by email to inform you that the refund had been issued.
  These actions all transpired before your filing with the Better Business Bureau was received by Frontpoint Security.
  
  We recognize that our communication regarding the cancellation process fell short of your expectations. It is never our intention to make it difficult for customers to cancel their accounts. We have taken your feedback to support additional measures to improve our cancellation procedures and communication protocols to prevent similar incidents from occurring in the future.
  
  We want to assure you that your account has been canceled as requested, and the refund of $104.98 has been processed to the card ending in ****.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to contact us directly at **************.
  
  Sincerely,
  
  Frontpoint Security
  Voice of the Customer Department

  Customer Answer

  Date: 03/26/2024

  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:03/06/2024

  Type:Sales and Advertising 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 am filing a formal complaint against FrontPoint Security Solutions, LLC. Since June 2021, I've faced distress due to the ongoing issues my system has brought me due to needing new equipment sent and troubleshooting. In October 2023 a stalker began targeting my family and My FrontPoint system failed to alert me when the stalker appeared, as the camera was inactive.While I understand one time issues can happen, but I had equipment issues multiple times. Here are the times I had to get new equipment shipped due to the troubleshooting calls not being able to resolve anything.03/29/2022 Tracking ID ***************/21/2022 Tracking ID ***************/17/2022 Tracking ID ***************/22/2022 Tracking ID ***************/27/23 Tracking ID ***************/15/2023 Tracking ID ***************/05/2023 Tracking ID ************ Despite these efforts, the system continues to fail me, leaving me vulnerable and exposed. Furthermore, I am deeply troubled by FrontPoint's insistence on holding me to the terms of our contract, despite their failure to uphold their end of the agreement.It is unacceptable that I am being threatened with collection proceedings when it is FrontPoint's negligence that has led to this situation. Their proposed solution of troubleshooting over the phone offers little comfort, as it does not guarantee the safety and security of myself or my property.Given FrontPoint's repeated failures to protect me and my home, I am seeking assistance in terminating my contract early and having any outstanding balances removed I have not made any payments since October 2023, as I refuse to pay for a service that has consistently failed to fulfill its primary purpose of safeguarding my well-being.I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that FrontPoint Security Solutions, LLC is held accountable for their inadequate service and disregard for customer safety.

  Customer Answer

  Date: 03/22/2024

  Hello, after speaking with BBB today who was amazing at addressing my concerns, I let them know Frontpoint has emailed me twice, threatening collections and acknowledging the complaint to the BBB.

  Unfortunately nothing has changed regarding their troubleshooting as they are suggesting I still need to pay or troubleshoot their faulty products.  I am hesitant to troubleshoot because I have done this numerous times, have proof that they had to send me new equipment after deeming the last few times techincal errors on their end.

  I cannot trust their equipment is reliable because it has not been and my safety is my priority. 

  Can I have someone reach out to them again? I am going to be sent to collections on the 26th 

  Customer Answer

  Date: 03/22/2024

  attached is my most recent response. 

  Customer Answer

  Date: 03/22/2024

  Here is all up to date correspondance as of 3/22

  

  Business Response

  Date: 03/26/2024

  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 has reached out following issues with their doorbell camera to request closure of their account.  We do understand the frustration of the technical issues along with the difficulty of the customer's personal situation that we won't go into for privacy reasons.  Upon being made aware of the situation in October we did offer to reduce their contractually obligated early termination fee from 80% of the remaining months to 60%.
  
  To outline the technical issues with the doorbell camera, they did originally call due to the hardwired doorbell camera having issues with consistent motion detection.  As different setting weren't improving the issues we did replace it to determine if the issue was due to a faulty doorbell camera.  We stand by the quality of our equipment and since the replacement camera was experiencing the same behavior this indicates that the doorbell itself was not faulty, instead the issue being due to the environment that the camera was located in.  However, we did upgrade the camera to our premium wireless model free of charge (an over $300 value) despite it being past the period of being able to be swapped since the wireless model uses a different motion detection method that *** work better for the customer's environment.  After receiving the new camera, the chime box associated with it was not able to stay connected to their Wi-Fi so again we replaced it to rule out the equipment.  The customer has since reported the new part having the same issue but they have not allowed us to attempt to troubleshoot or identify the issue.
  
  As for the reduction of the contract we have explained to the customer on multiple occasions that 60% is the most we can lower it for the following reasons:
  There are further troubleshooting steps we can take and completing our troubleshooting steps is part of the contract.  We have offered to have one of our most experienced technicians work with the customer one final time to complete the last steps we can take and if we were unable to fix this issue at that point we could reduce it further.
  The doorbell camera is only one part of the system.  At this time the customer has not reported to us any other issues with the security system itself so the doorbell camera issue would not constitute a full waiving of the contract.
  In addition to the over $300 camera upgrade done free as a courtesy, we have also waived multiple months of service which more than covered the original cost of the camera itself.
  
  Lastly to clarify the list of tracking numbers the customer provided as the majority are not related to replacements for the doorbell camera the way the customer described:
  ************ This was the initial order for the account
  ************ The was an order to purchase additional equipment
  276878419866 This was the replacement for the original model doorbell camera due to it triggering motion inconsistently
  390977681480 This was the free swap to the upgraded wireless doorbell camera model
  393526416227 This was a replacement for an unrelated door sensor issue
  782499915529 This was a replacement for the chime unit of the wireless doorbell camera to rule out the part being defective as the Wi-Fi was not allowing it to stay connected
  784653801743 This was a complimentary movers kit sent to the customer when they updated your home address
  
  We have been making effort to work with this customer since October but they have refused every offer we have made.  They have been provided direct contact information should they change their mind.  Until such time that they do decide to work with us or accept the reduced offer, Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 03/26/2024

  [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: 21395731
  
  I am rejecting this response because: the system continues to fail me, leaving me vulnerable and exposed. Furthermore, I am deeply troubled by FrontPoint's insistence on holding me to the terms of our contract, despite their failure to uphold their end of the agreement.
  It is unacceptable that I am being threatened with collection proceedings when it is FrontPoint's negligence that has led to this situation. Their proposed solution of troubleshooting over the phone offers little comfort, as it does not guarantee the safety and security of myself or my property.

  
  Given FrontPoint's repeated failures to protect me and my home, I am seeking assistance in terminating my contract early and having any outstanding balances removed. I have not made any payments since October 2023, as I refuse to pay for a service that has consistently failed to fulfill its primary purpose of safeguarding my well-being.  I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that FrontPoint Security Solutions, LLC is held accountable for their inadequate service and disregard for customer safety.
  
   
  *******************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/04/2024

  To Whom It May ****************** understand the customer's reluctance to continue troubleshooting.  We do stand by the quality of our equipment and assert that the problem can either be fixed or is due to an outside factor within the customer's home setup. However, after receiving a recent payment that brought the past due balance for the account current, we did decide to move forward with cancelling the customer's account and contract without the early termination fee.  No further action is needed.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

  Customer Answer

  Date: 04/09/2024

  Hello - ****** from BSIS (info given below) has spoke with Frontpoint that I am no longer under finanical obligation.

  How do I get confirmation that my contract is terminated and I will not be required to pay again? 

  I would still like my review to be made public as this company was not helpful at all until BSIS got involved.

  *************************;| Complaint Resolution Analyst
  Department of Consumer Affairs
  Bureau of Security and Investigative Services
  P.O. ************************************; 95798-0550
  E: *******************************************;| T: ****************

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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 requested to have my account canceled back in November. They told me I had to wait until December. I said OK I will. They sent out a form where I had to fill out and send back. I sent it back lo and behold February they charge me unauthorized I called made a complaint they sent the email stating that they were cancel the account and they were refund my money lo and behold in March. They charge my card again they claim that I never replied to the email and never requested cancellation and writing that is a lie. I have requested cancellation verbally several times and in writing and requested a refund in writing. This company has unethical and borderline illegal practices. At this point they have stolen my money unauthorized in February and January.

  

  Business Response

  Date: 03/22/2024

  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 12/21/23.  They were sent a link to our online cancellation portal so that they could submit the official written request to close their contract.  The final step of this process does involve paying the final balance of the account which was for the final month of service in this case. This payment wasn't made at the time so the cancellation didn't get completed.
  
  The customer later called in on 2/16/24 when they noticed they were still billed past the end date of the initial contract term.  They were advised that they hadn't completed the cancellation and a callback was setup for them to discuss the situation with a supervisor.  Unfortunately due to a mistake on our end the callback didn't occur.  When they called back again the same day as filing this complaint on 3/6/23 we did complete correcting the cancellation and refunded them in full.
  
  Since receiving the complaint we have reached out and offered additional apology and confirmed that the account closure and refund was complete to their satisfaction.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:03/01/2024

  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.

  This company makes it incredibly hard to cancel. This is the second or third time that I have called, had an associate say I will get an email with a cancellation link "shortly" and then the email never comes.

  

  Business Response

  Date: 03/22/2024

  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:
  
  This customer reached out on 3/1/24 to close their account:
  8:00 AM We received an email from the customer requesting to close the account.
  8:04 AM The first call into our phone line was dialed.  A callback request was made to avoid waiting on the line.
  8:19 AM We called back but there was no answer and so we left a voicemail.
  8:43 AM The second call into our phone line was dialed.  A callback request was made again to avoid waiting on the line.
  8:56 AM We called back again and made contact.  The agent discussed the cancellation with the customer and sent the cancellation link to the email address on file. This agent did close the ticket generated by the original email as we had made contact.
  12:01 PM The cancellation link was successfully logged into.
  12:18 PM The cancellation link was fully completed and the cancellation submitted.
  
  Since this complaint was filed on the same day we would assume that the customer submitted it prior to completing the link and either the link was delayed in arriving to their email or in was directed to a spam/junk folder where they found it later.  We have attempted to reach out to confirm the timeline and ensure the customer was satisfied with the resolution of events since everything they mentioned in their complaint was resolved the same day based on our end.  We have yet to get confirmation from the customer but they have been provided direct contact information should they have any questions or concerns.
  
  Thanks,
  Frontpoint Security
  Voice of the *******************

• Initial Complaint

  Date:01/19/2024

  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 been a customer with Frontpoint since My 2017. The company equipment has not worked properly since early 2022. I have exhaused my efforts with technical support. The last straw was two weeks ago when I continued to receive an alert that the backdoor of my home was opened. I contacted support at 11:45pm on a weekday (not a holiday too). I was advised support for equipment was only available during business hours. As a woman, alone with a minor child, I was very concerned and could not sleep that night. I have attempted multiple times to cancel my service due to the number of issues (and lack of customer support). Most recently, I emailed [email protected] on 01/03/24 to advise that I have attempted multiple times to cancel service. I also reminded the company in this emal that I was promised the 12/01/23 charge would be reversed and my account would be closed. Fast forward to 01/01/24, I was charged another monthly fee and the 12/01/23 fee was carried forward. On 01/03/24, I received an email from ******* ******** ("Associate Product Support Specialist"). ******* stated due to my circumstances, the company would waive the two months of charges. ******* stated that I would be responsible for the 12/01/23 (Dec 2023) charge of $41.99 and the account would be closed with a zero balance. I responded on 01/05/24 and stated I was in disagreement of *******'s proposal and my account should be closed immediately without any additional amount owed. As of today, 01/19/24, I have not received a response from *******. Furthermore, I have received notices that my balance of $83.99 (for the 12/01/23 AND 01/01/24) is past due. So far, I have received these notices on 01/12/24 AND 01/19/24. I really hope this company goes out of business. Please, if you are considering this company to protect your home and family, go to Reddit. I am planning to contact the FTC if this is not resolved timely.

  

  Business Response

  Date: 02/15/2024

  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's technical support is available 7 days a week from 8am-11pm EST on the weekdays and 10am-7pm on the weekdays.  While we understand the desire to have a technical issue that occurs late at night resolved immediately, our hours are based on the number of calls that we receive at different times of the day. With the extremely low number of customers that call in after our existing hours it is not reasonable for us to spend the resources that would be required to keep our technical support staffed overnight.
  
  As for the cancellation, it was verified that our representative did not respond to the email from the customer on 1/3/24 where they claimed they been promised they wouldn't have to pay for December.  It has since been verified that this was not promised by any Frontpoint representative.  However, when receiving the further communication from them on 1/19/23 we did decide to waive the balance anyways as a courtesy for the previous missed communication.  The account was fully closed and no money was required from the customer.
  
  As the situation was resolved according to the request of the complaint, we have attempted to reach out to verify that there wasn't any further needs for the customer.  However, they have not responded to us.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Initial Complaint

  Date:12/18/2023

  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.

  We have been attempting to cancel our service, which we haven't used in two years, via phone and email. We finally received an email with a link that didn't work back in September. We got on the chat on the website because it wouldn't recognize the phone numbers that should have been associated with the account, to no avail. FYI: From the get-go, this company was difficult to get ahold of AND, obviously, they NEVER got the correct contact numbers. The number they had listed the account under at the point of cancellation should have been THIRD on the call list., This meant hundreds in dollars to the police for unneeded police checks when we were actually using the service! This was the number one reason we didn't hook it back up when we moved two years ago. Obviously, after getting the link finally sent to us in September, we could get nowhere because the phone numbers were completely unidentified in the system. Now, after three more months, we get someone on the phone to stay on the phone long enough to walk us through the link and resetting of passwords, and they tell us they're going to charge us for an ADDITIONAL MONTH. We should be reimbursed for the past three months. I mean, the first thing out of their mouths back in September and this time was "If the link doesn't work ..." They know they've got issues with this. But to be charged for next month also ... that is just BAD BUSINESS reflective of a BAD BUSINESS. THIEVES.

  

  Business Response

  Date: 01/16/2024

  To Whom It May Concern,
  
  Customer Service is Frontpoint'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:
  
  9/21/23 We were called by the customer who wanted to initiate the cancellation for the account.  The process for the online submission was outlined and a link was sent from our system to the email address on file.
  
  9/27/23 We were called again and the customer indicated that the emailed link was not received on the previous call.  The representative resent the link and confirmed receipt of it while on the phone.  Normally, if a second call to cancel has happened we would expect our representative to stay on the line, however the customer indicated they would not be the one to log in and complete it so we did not stay on the line.

  After this point per our logs for the cancellation portal it was not logged into in an attempt to complete the cancellation.  Per our phone company records there were no inbound call attempts before the end of the 30 day period after which the cancellation link would expire.  Additionally there was no request for a password reset online that would indicate the difficulty was getting logged in.  As we neither received the require written notice and payment submission nor any indication that there was an issue with logging in to complete it, the account was left open.
  
  12/18/23 We were called again and the customer indicated that the link was thought to be completed.  As it wasn't completed or reported to us before this time we were unable to backdate the cancellation.  The representative did attempt to ask the customer for specifics on what happened so we could determine where the problem was and whether or not we could potentially backdate it but no details were provided.  The link was sent again and the representative did stay on the line to confirm that the process was completed.
  
  To their point regarding the phone numbers on the account, the number in question was update on their emergency contact list in 2020 but not the general contact list.  What this means is after that we would contact the number in an alarm situation after that point but it wouldn't be used for looking up the account.  To be clear the number not being on the general contact list would not prevent a customer from speaking to a representative, accessing the account over the phone or logging into the account online and thus it would have no bearing on the cancellation of the account.
  
  After receiving this complaint we did reach out to the customer to obtain more details about their claimed attempted to complete the portal and reach out to us.  They did state that they attempted both calling and emailing us after the 9/27/23 call but were unable to provide us with the phone number or dates they called from nor any forwarded emails that they sent.  Without any further evidence that they made any attempt at all to inform us that they couldn't access the link we were unable to provide them a full refund.  Since they waited 3 extra months before calling back, we offered to do a courtesy refund to meet halfway and issued a refund for a month and a half of service which they accepted.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

  Customer Answer

  Date: 01/16/2024

  [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,
  
  ***********************