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:09/13/2022

  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.

  For years I have been calling frontpoint to complain about the doorbell camera they have sent me. They have replaced it a few times and it is always the same issue. My camera will detect some motion but not the ones that matter (i.e. a stranger standing right in front of my doorbell). I had a stranger bang on my door last night two times and my doorbell never detected the motion. I had a stranger today come up to my door and knock and no doorbell detection or recording. My doorbell was working earlier and just stops. I also called friends to come over and again it does not show any recording, or notification that someone arrived or left. However, my app shows when I opened the door to let my guest enter and exit, just no recording. I do NOT feel safe with this system. I have and frontpoint has it documented how often this doorbell fails. The excuse frontpoint attempts to use is my wifi. When I speak to frontpoint staff they realize my wifi is not the issue, due to it being high speed. Also my indoor camera, which is further from my router, never gives me issues with live streams. If someone rings my doorbell, the app takes longer than 30 seconds to pull up the video feed. By that time the person is gone and it is not recorded. My doorbell only records when I missed answering the notification or when it wants to. I have spoken to many frontpoint technicians, so my settings are fine. I always spend up to an hour speaking to technicians frequently to address this issue, which has to occur during work hours which causes me to be late back to work. I am paying way to much money for a system that does not work, is outdated, and is a safety concern. Should that individual from last night return, there would be no video feed to show the police. I do not feel safe with your system and I'm requesting either a technician come out free of charge and fix it, or frontpoint allow me to cancel my plan with no penalties as my documentation has spanned over 4 years.

  

  Business Response

  Date: 09/15/2022

  To Whom it may concern
  
  We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously

  On 09/14/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.

  This customer cited their dissatisfaction with their equipment- they are having issues with their Doorbell Camera.

  The customer explained it has been replaced multiple times, yet they are still experiencing the same issues.

  The customer cited their desire for a resolution, or cancellation of their service.

  Our supervisor offered to provide a credit for their monthly monitoring fee due to this customer's repeated issues with their equipment.

  Our supervisor began troubleshooting efforts with the customer, and was unable to determine a cause on our end.

  Our supervisor has since contacted our partners for further investigation of this issue. 

  At this time, the credit has been applied to this customer's account, and our supervisor will continue working with this customer to further assist. 
  
  Thank you and please let us know if you have any further questions or concerns
  
  Best,
  
  Frontpoint

• Initial Complaint

  Date:09/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I called into cancel month to month on April 16th,2022. We were in process of moving and wanted to cancel to focus on move. I received a call today (Sep 9 2022) attempting to charge my cc. I advised I canceled back in April. They transferred to customer service who confirmed I called in April to cancel. Darius advised since my wife didn’t click a link that service remained active. I advised my wife & I haven’t lived in home since May. After putting me hold, Darius confirmed with supervisor that yes we had canceled, he understood no one in family was living there but that all past and current charges would be required and if we didn’t click on new link we would be sent to collections. I advised I wanted to cancel the account, be refunded from cancelation both parties acknowledged, and have current charges dropped from the date requested (April 16th 2022) both parties acknowledged. This is unscrupulous business behavior designed to entrap customers into recurring payments, prevent cancelation, ignore customer request to cancel, and try to steal as much as possible before account is terminated. When presented with facts no attempt to fix. If not resolved, I will be contacting state AG and exploring fraud and FTC options regarding the matter.

  

  Business Response

  Date: 09/15/2022

  To Whom it may concern
  

  We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously

  On 09/13/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.

  This customer cited their desire to cancel their account and waive the past due balance.

  The customer informed our supervisor that their account should have been cancelled in April 2022. 

  As a courtesy, our supervisors offered to waive the past due balance and cancel this customer's account at no additional charge.

  Our supervisor also offered to provide a refund to this customer.

  The customer accepted this resolution and asked for the refund to be sent via check. 

  Our supervisors are in contact with our accounting team to discuss whether we are able to send this customer a check, or if the refund needs to be completed by card.

  At this time, the customer's account is set to cancel at the end of October 2022, and the customer is not obligated towards any additional payments to Frontpoint. 

  Our supervisor will reach out to the customer once they speak with our accounting team regarding their requested refund method. 
  
  Thank you and please let us know if you have any further questions or concerns
  
  Best,
  
  Frontpoint

• Initial Complaint

  Date:08/30/2022

  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.

  I have never activated the service and never used the service. But Frontpoint asked for $249.95 service fee for their service.

  

  Business Response

  Date: 09/16/2022

  To Whom it may concern
  
  We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously

  Between 09/09/2022 and 09/17/2022 one of our supervisors reached out to the customer in order to assist with their BBB Complaint.

  This customer cited their desire to cancel their account as they were unaware of the service agreement.

  The customer explained they had attempted to cancel in January as they were not using the system, and they were unable to reach us.

  Our supervisor offered to close the account with no early termination fees, if the customer paid the past-due balance in full.

  The customer accepted this resolution.

  At this time, we are processing the past-due payment from the customer, and will cancel their account at the end of September 2022 once payment is finalized.

  Thank you and please let us know if you have any further questions or concerns
  
  Best,
  
  Frontpoint

• Initial Complaint

  Date:07/30/2022

  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 have calledFrontpoint/MyAlarm numerous times and have sent two letters, one of which was certified, to cancel this service, Frontpoint/MyAlarm continues to ignore me and to send collection letters with a veiled threat to damage my credit.My calls to cancel go back to 2021 into 2022, each one ending in frustration. The first letter was sent December 2021 and the certified letter was sent July 2022. Each of the letters has been ignored.

  

  Business Response

  Date: 08/19/2022

  To Whom it may concern
  

  We want to make sure every customer has an excellent experience with us, which is why this customers complaint is being taken very seriously
  
  On 08/10/2022 one of our supervisors attempted to reach out to the customer to assist with their cancellation request.

  The customer was unavailable, but the customer's son was able to speak with our supervisors. 

  Our supervisors explained that we would offer to manually cancel the customer's account at the end of August as a courtesy.

  Our supervisor informed the customer's son that they would be sending an email to the customer detailing the steps to manually cancel the account. 

  The customer has been unresponsive.

  Since the customer has sent a certified letter to cancel, our supervisors have honored that, and have processed a manual cancellation for this customer's account.

  At this time, the customer's account is set to close at the end of August, and this customer is not obligated towards any further payments to Frontpoint.

  Thank you and please let us know if you have any further questions or concerns
  
  Best,
  
  Frontpoint