Reviews
This profile includes reviews for FrontPoint Security Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 101 Customer Reviews
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Review fromFederico M
Date: 09/24/2024
1 starFederico M
Date: 09/24/2024
Fraudulent business. They make it really difficult to cancel the account. I been trying to cancel for months with no success. And they keep trying to charge me as if I was still a current customer. Stay away from **********************!
FrontPoint Security Solutions, LLC
Date: 01/07/2025
**** - We are sorry for any frustration you experienced while trying to work with our team as this is not the service we pride ourselves on providing. We are looking into your comments and hope to have the opportunity to work with you to resolve your concerns.Review fromSimon D
Date: 09/23/2024
1 starSimon D
Date: 09/23/2024
Terrible customer support for an ****************** Chat is terrible and they do not answer the phone!!!!FrontPoint Security Solutions, LLC
Date: 09/27/2024
Hello *****,
Frontpoint's goal is to provide the best service and we are sorry to hear you've had difficulty reaching us recently. Typically our support team can respond within 3 minutes or less though it can fluctuate from day to day. We'd want to make sure you gotten all the help you need and so we've sent an email to the email address you provided so we can schedule a time to reach out if there is anything further we can assist with.
Thanks,
Frontpoint Security
Voice of the *******************Review fromRosemary S
Date: 09/03/2024
1 starRosemary S
Date: 09/03/2024
DO NOT USE THIS SERVICE!!!!!! Horrible service. I have used this company for a few years for my elderly mother. I was at work and unable to trouble shoot on the day of this event. An alarm went off for three and half hours piercing her ears. She had to leave the house and stay in the yard for hours as Front pointe was ineffective in assisting her personal care assistant to resolve the system. She was disconnecting on several occasions having to restart the conversation over and over again. Front point did not call her back after any of these disconnections despite asking for call back number on the initiation of every return call. After 3 and half hours I finally was able to get a family member to go over and disarm device. I called the following day 7/23 to cancel. I realize the agreement says that I need to pay one month after cancelation which should be the August payment. Today I notice a withdrawal for September. I immediately called only to be told that the cancellation was not completed. Just another scam these companies do to make it difficult to cancel services. This is beyond unacceptable. Now I am being told that I have to pay for September because the cancelation was not complete. Oh but we will wave the October payment. Are you serious ? DO NOT USE THIS SERVICE!!!!!!FrontPoint Security Solutions, LLC
Date: 09/09/2024
To Whom It May Concern,
Frontpoint strives to provide the best service for any interaction and will always review any situation which is brought to our attention. We are sorry to hear about the experience and have review all the interactions in question to make sure that all our representative are providing the best service possible at all times. We did find that while the customer did log in to our online cancellation portal the process was not completed which resulted in the account being left open and the extra charge occurring. We have since refunded the extra charge to the customer which they expressed satisfaction with. They have been provided direct contact information should they need to reach out for any reason.
Thanks,
Frontpoint Security
Voice of the *******************Review fromJane K
Date: 08/29/2024
1 starJane K
Date: 08/29/2024
Horrible company! I had been a customer for a few years and encountered many problems with their equipment. False alarms...the police even came to the house once when I wasn't home. The equipment wasn't working--I was looking for an alternative. When I finally found the time to cancel the service---I was told I couldn't. Apparently, I had a 3-year contract that I didn't know about Even though I had been using them for about 2 years. I made several calls and emailed to cancel. They kept harassing me for payment --for service I hadn't used in 8 months and equipment that didn't work. STAY AWAY! I am much happier with my outdoor cameras I don't have to rush and put in a code to shut them up or worry about false alarms.FrontPoint Security Solutions, LLC
Date: 08/30/2024
To Whom It May Concern,
Frontpoint values customer feedback and is always dedicated to providing the best service. We are sorry to hear the customer doesnt remember signing their contract renewal. During any renewal we do put transparency first and all of our agents do clearly state the terms. In addition the contract renewal document features a cover page that includes the important terms such as the term length and there early termination penalty in as simple of a presentation as possible. We do understand the frustration of technical issues and not wanting to pay the early termination fee as a result. However, in this case the customer did not report any technical issues to us prior to calling about cancellation which means we are unable to reduce the early termination fee as we havent determined the nature of the issues. In this case the customer did stop making payments and the account has been closed for non payment. Frontpoint considers this matter closed.Thanks,
Frontpoint Security
Voice of the Customer DepartmentReview fromKimberly C
Date: 07/03/2024
1 starDO NOT GET FRONTPOINT if you actually want to get what you are paying for I've been paying frontpoint every month since 2016 consistently. I was informed in 2023 that they had not received any communication from my box SINCE 2017! So basically I have been paying EVERY MONTH for something I could buy at ********** once. When I received this information, I canceled my account. Magically, they did not process my cancellation and STILL CHARGED ME FOR THE NEXT SIX MONTHS. I received phone calls when my debit card number changed or when my bank account was hacked and they weren't getting their money. But NEVER received a call to let me know that they were not receiving communication from my security system. When I just called to cancel AGAIN and see if I could be reimbursed, *********************, the supervisor literally told me it was MY FAULT for not checking to see if they were receiving communication from my system although I HAD NO IDEA THE SYSTEM WAS NOT COMMUNICATING. Canceling is a joke. Everything is YOUR FAULT. But...they will make sure they get their money from you every single month. There's better security companies out there. USE THEM INSTEADReview fromGatlin C
Date: 06/19/2024
1 starDo not work with this company. Called when moved to cancel services. Wanted to charge a huge cancellation fee because under contract. I said, I would just pay the services until contract was over. Over 1 year of paying for services with no usage. Called to cancel after not being under contract. Then a million steps to close and they inform me I am required to give them a 30 day notice so I will have to pay another month. All after trying to persuade me to stay with them. DO NOT fall for them. They make you be indentured to them. If they offered a good and fair service, they would not require such procedures.Review fromChelsey G
Date: 06/05/2024
1 starSuper shady company that forced you to go through a million steps to cancel their service. Very predatory and scammy.Review fromDesiree S
Date: 05/20/2024
1 starWe had a man banging on our door, yelling and gesturing, at 12:30 at night, and the doorbell security camera recorded NONE of it. Police were called, and when we tried to bring up the footage, we found that there was nothing.When we contacted FrontPoint, we were told it was our fault, since our sensitivity settings were too low.The same sensitivity settings that routinely pick up our flag waving in the breeze, but somehow couldn't pick up a human moving and screaming right in front of it.So, the system failed us completely when we needed it, but we're locked into a contract for another year and would have to pay another $800 to get out of it. There was zero accountability or concern from this supposed security firm that we've been with for years.They just don't care that their product didn't work.Review fromDAYNA J
Date: 04/15/2024
1 starI was told by *********** that I had a certain day to pay the account, when in turned they had already turned me over to collections, and also they did not give me credit for the merchandise I returned to them. My Account # ******Review fromSara G
Date: 03/16/2024
1 starFrontPoint Security's cancellation practices are the shadiest I have ever experienced. I have been a customer for 11 years. My three-year contract expired in June 2016, and I am now a month-to-month customer. I sold my home this month (March 2024) and wanted to cancel my service. Notice of cancellation must be provided in writing, but the FrontPoint website does not provide any information on how to cancel. The "How do I cancel my FrontPoint Service" FAQ questions page results in a 404 (page not found) error. I called customer service on March 2 at 4:16 p.m. EST to cancel my service. Despite customer service hours being advertised as 8 a.m. - 11 p.m. EST, the phone system said I was calling outside of normal business hours. I completed the automated prompts over the phone to cancel and received an email link with a form to fill out to cancel service, which I filled out immediately. That form then required me to schedule a callback from FrontPoint. Because of my work schedule, I could not schedule a callback until March 15. A FrontPoint representative called me on March 15 at 1:07 p.m. That representative, however, would not cancel my service over the phone. She sent me yet another email, which I had to reply to expressing clear intent to cancel my service despite already completing the online form. I repeatedly asked for my complaint to be escalated to a supervisor, but the rep refused to do so. Furthermore, FrontPoint will be charging me for a final month of service, and though I had been paying a discounted rate of $21.19, I will be charged $45.57 for the final month of service per the email I received. The rep did not disclose that amount to me during the phone call on March 15. It remains to be seen whether my service will now be canceled. I will be reaching out to my credit card company and a lawyer if it isn't.
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