Reviews

This profile includes reviews 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

  

Review Details

• Review fromSTEFANIE R

  Date: 02/05/2024

  1 star

  STEFANIE R

  Date: 02/05/2024

  Not releasing me from contract even though core equipment (smoke and heat sensor) replacement not available. Expecting me to buy out the contract at 80%! False alarms, no alarms etc. After equipment failure.
  

  FrontPoint Security Solutions, LLC

  Date: 02/22/2024

  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 we found the following pertinent
  information:
  
  This customer did
  need to replace one of their smoke detectors as of the end of January and was
  informed that we were out of stock.  We
  do understand the frustration of the product being out of stock and appreciate
  patience as we work to refill the stock as soon as possible.
  
  The customer did
  then call and request to speak to a supervisor one week later in order to try
  and be let out of their contract.  Despite the smoke detector being out of warranty and not part of their
  contract with us that was signed in July 2023 we did offer to reduce their
  contract termination from 80% to 60% of the remaining months.  They did decline the reduction in their
  contract but the offer stands should they change their mind.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromJe E

  Date: 01/26/2024

  1 star

  Je E

  Date: 01/26/2024

  Every single complaint you will read on this page, and there are 175 of them, also applies to our experience with this horrible company. Look at the Customer Review Rating over on the right, 1.1 stars. Your equipment will break and become obsolete. The company will not even monitor your home. They won't call you if someone breaks in or if you have a fire. When you remove their equipment and toss it in the garbage they won't even know. When you think you canceled services they will continue to bill you without telling you they are doing it. Then when you finally confirm the cancel they will demand next month's payment before canceling it. It's unbelievable. Save yourself the frustration and run far, far away from this company.
  

  FrontPoint Security Solutions, LLC

  Date: 02/21/2024

  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
  

  FrontPoint Security Solutions, LLC

  Date: 02/21/2024

  To Whom It May
  Concern,
  
  The reviews
  #409290/409226 are for the same customer and a single situation.  We are dedicated to providing quality service
  and wish to provide the following details for this customer's situation:
  
  This customer
  decided to stop using their service with us in 2021.  We have spoken with them prior to them
  writing this review and confirmed that they never made any attempt to reach out
  to us or cancel the account in any fashion.  When they called us for the first time in January we did offer to waive
  the normal final months payment.  Their
  dissatisfaction came from them wanting us to waive the payments for previous
  months which was not reasonable as they made no effort to notify us of any
  desire to close the account.
  
  As to any other
  claims they imply, there were no technical issues with the system at any point
  and there are notifications sent out at the time of the system being
  unplugged.  Additionally we did attempt
  to reach out via phone to notify the customer of system upgrades and sent
  notification of new system features, all of which would indicate that the
  account was still active.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromBN

  Date: 01/08/2024

  1 star

  BN

  Date: 01/08/2024

  I have been a monthly paying customer for several years. The company has a supply chain issue and cannot supply me with a replacement smoke alarm:
  After many efforts and too many calls, I was able to connect with a customer service person to explain to me why I am getting a 'tamper' warning on my alarm. First they told me to buy new batteries. More time, new batteries, no change. Then I was told I need to replace it. The alarm I have is not eligible for free replacements, no problem, I will pay but, the company cannot get inventory to replace it. Its been over 4 months. They have shifted the date back and didn't even notify me that it would take at least 2 more months. How can an alarm company not have any alarms!? There is very little service supporting this DIY company. There are several competing companies with better technology and better customer reviews.
  

  FrontPoint Security Solutions, LLC

  Date: 01/22/2024

  To Whom It May
  Concern,
  
  Frontpoint values
  customer feedback and is always dedicated to providing the best service.  We do understand the frustration the customer
  feels with our smoke detectors currently being out of stock.  We do apologize for the inconvenience caused
  while we work as fast as we can to get more in stock for our customers.  This customer, amongst others that are waiting, will be notified as soon as the smoke detectors are available again.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromLarry P

  Date: 12/13/2023

  1 star

  Larry P

  Date: 12/13/2023

  Cancelled my service a month ago and began to get calls for a late payment. Apparently there cancellation process does not work and it didn't go through. Called again and was billed an additional $50 before I could cancel. I would definitely try another security company.
  

  FrontPoint Security Solutions, LLC

  Date: 12/22/2023

  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 we found the following pertinent
  information:
  
  This customer did
  initially call to close their account on 11/27/23.  Frontpoint does require a 30 day notice with
  one final month's payment for a normal cancellation.  When the customer accessed our online
  cancellation portal their account had not yet been paid for November.  Their payment method did deny the second of
  the two payments required and thus the cancellation did not get completed.  The customer then called again on 12/13/23
  after receiving notification of the account being past due for December.  We did immediately backdate their
  cancellation to correct it for them thus them needing to pay for December
  still.
  
  After receiving this
  complaint we did listen to the initial cancellation call from November and
  found that the representative did not follow our policy on transparency and did
  not explain the 30 day notice requirement.  This led to the confusion of the customer believing they only needed to
  make the one payment and them being upset at being required to make another
  payment in December.  We understand the
  frustration this caused and have decided to refund the customer.  However, while we have attempted to reach out
  to the customer to issue them a refund they have not responded so that we can
  confirm the payment method to issue it to.  They have been provided direct contact information so that they may
  reach back out when it is convenient for them.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromRyan F

  Date: 11/16/2023

  1 star

  Ryan F

  Date: 11/16/2023

  Horrible company. An absolute nightmare. They were great when I signed up. Then they went to a contract model and it was all downhill. I am locked into a contract and I cannot get ahold of anyone no matter the issue. If by chance someone does answer the phone, the skill of the tech support staff is not even close to what it used to be. I am paying the them for nothing because the securtiy system at my house has degraded sonbadly over the years and I can’t get ahold of anyone to troubleshoot issues or replace hardware.
  

  FrontPoint Security Solutions, LLC

  Date: 11/22/2023

  We sincerely apologize for the challenges you've experienced with our services and appreciate your patience in sharing your concerns. We understand the frustration that can arise when faced with technical issues, and we are committed to addressing your situation promptly.
  
  First and foremost, we want to express our gratitude for your continued trust in our company, and we sincerely apologize for any inconvenience caused by the recent changes in our service model. Your feedback is invaluable, and we are actively working to enhance our support services to better meet the needs of our customers.
  
  We have taken note of your concerns about difficulties in reaching our support team and the perceived decline in the expertise of our technical staff. This is certainly not the experience we aim to provide, and we sincerely regret any inconvenience caused.
  
  Upon receiving your BBB review, we took immediate action to investigate and resolve your issues. We have made contact with you on both November 17th and 21st to address your concerns. Our records indicate that we provided assistance with equipment replacements and camera setup during these interactions. We hope that these efforts have alleviated some of the challenges you were facing.
  
  We understand the importance of a reliable security system, and we want to assure you that we are committed to providing ongoing support to ensure the optimal performance of your equipment. If you encounter any further issues or have additional concerns, please do not hesitate to reach out to our dedicated support team at [customer support phone number]. We are here to assist you and will do everything in our power to resolve any outstanding matters promptly.
  
  Once again, we apologize for any inconvenience you've experienced, and we genuinely appreciate your feedback. We value your business and are dedicated to regaining your trust in our services.
  
  Thank you for bringing these matters to our attention, and we look forward to the opportunity to continue serving you.
  
  Sincerely,
  
  Frontpoint Insights Team

• Review fromLilian M

  Date: 11/13/2023

  1 star

  Lilian M

  Date: 11/13/2023

  Aside from the alarm and having a noise go off if an intruder was in the house, I thought i wasn't that beneficial. I hate that I had to set it up myself and very difficult to do so. Also wanted to terminate my plan after 12 months but they refused to let me. I hate it. And I hope you read the fine line before committing to it . I just don't understand why they can't terminate my plan, im very dissatisfied and unhappy costumer who's being forced to keep it .
  

  FrontPoint Security Solutions, LLC

  Date: 11/17/2023

  Dear Ms. M*****,
  
  
  
  Thank you for sharing your concerns with us. We understand the importance of your experience with Frontpoint, and we sincerely apologize for any challenges you encountered during the installation process. Frontpoint products are designed to provide a simple do-it-yourself installation process, and we are continuously improving our products and procedures based on customer feedback.
  
  
  
  We have thoroughly reviewed the sales interactions and a detailed summary of these discussions, along with specifics of your service agreement, has been sent to you by our Voice of the Customer Manager.
  
  
  
  Your feedback is invaluable to us, and we want to assure you that we take your concerns seriously. We understand that circumstances may change, and we are committed to finding a mutually agreeable resolution.
  
  
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work towards a resolution.
  
  
  
  Frontpoint Insights Team

• Review fromSteve D

  Date: 11/06/2023

  1 star

  Steve D

  Date: 11/06/2023

  Beware! I just cancelled the beginning of this month. They said takes 30 days so that puts me into next month so they say I have to pay another month. I told them that’s their fault it takes 30 days. My main panel hasn’t worked for a week this happened around a year ago they sent me a circuit board that I had to install that fixed it then. I called on a weekend to report it not working again. They said after a test I would have to wait until Monday. They should’ve bent over backwards to help my situation. The equipment I have is antiquated since I bought from them several years ago. Frontpoint is an example of what’s WRONG with contract agreements. They get you signed then you cross your fingers! I tried to get out of paying for a Security System that was broke they offered to negotiate with them after I spent 40 minutes on phone waiting to talk to a CSR, I told them I was contacting the BBB. I’ve found way better deals with cancellation any time agreements and the most up to date equipment, I’ll be pursuing those options!
  

  FrontPoint Security Solutions, LLC

  Date: 11/15/2023

  To Whom It May
  Concern,
  
  Frontpoint values
  the opportunity to review any customer complaint to ensure we are providing the
  best service.  We have reviewed this
  situation and wish to provide the following details.
  
  Frontpoint does
  require a 30 day notice for any cancellation of it's contract. However,
  Frontpoint does value flexibility and understands that the policy as written is
  applicable in all situations.  Typically,
  in situations where it is warranted or if a customer requests it, the
  representative would bring it to the attention of a supervisor who would make a
  case by case decision.  In this case the
  representative did not do this and we do apologize for the inconvenience.
  
  After review with
  the customer we have decided that the payment shouldn't be applicable to them
  and have refunded it.  The customer has
  accepted this and if they have any further questions or concerns they are
  welcome to reach back out.  Frontpoint
  considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromR P.

  Date: 10/24/2023

  1 star

  R P.

  Date: 10/24/2023

  Frontpoint Security (FP) has really gone downhill. I have been a customer for years, and held a monthly subscription. In the beginning, i loved it and felt so much more secure. Years later, after a move, only the door sensor continued to function (even though i called and asked them how to pack and handle the sensors etc before the move, but I'm not even mad about that... things happen).
  I didn't have time to deal with it though, and I liked at least knowing if someone entered my apartment. Since the door sensor worked, I kept it and never got around to dealing with the other sensors.
  I left it like that for about a year, until last month, when I finally bought a new system from a different company. I went into my FP app to cancel my subscription. I couldn't even find out any details about my subscription in the app or online. I was shocked.
  I had to call them during specific hours to cancel. So the next day, I did. I called during my break at work and waited on hold for a long time. They told me there's a 30-day delay in cancelation. Why?? No explanation. And they can't even cancel it on the phone. All they do is send a link, which opens a survey you have to fill out yourself to cancel.
  I felt like I was in the Stone Age. I don't want the system, I want it turned off. Now I'm stuck with it for another month and have to pay for it too. I can't wait to throw it out. I already tossed the sensors, and I'm getting "phantom" alerts that they detected motion etc. Truly bizarre. And guess what--I can't delete those sensors from my account myself (or at least, if i can, it's not intuitive at all). I guess I would have to call them.
  Any business that makes it so difficult to cancel is not doing good business, in my opinion. I saved a screenshot of my cancelation confirmation, and will be back here if they continue to charge me after that date. If you do business with them, read the fine print about cancelation, and be ready to take time off work to call them.
  

  FrontPoint Security Solutions, LLC

  Date: 11/15/2023

  To Whom It May
  Concern,
  
  
  
  Frontpoint values
  customer feedback and is always willing to review any customer situation
  brought to our attention.   We are sorry
  to hear this customer had trouble with the cancellation process as it is not
  our intention for the process to be difficult.  Frontpoint's contract does require a 30 day written notice for any
  cancellation.  To make this easy for our
  customers, any customer calling in to cancel will get sent an online portal
  where they can submit the cancellation.  Alternatively if they want the contract does include instructions for
  mailing in a written notice manually.  This requirement is due to the multiple aspects of the service that do
  take time to shut down such as the cell service, monitoring, etc.  We are always willing to discuss the policy
  and make exceptions where needed for situations outside the customers control,
  simply deciding not to use the system isn't a reason we would waive it.
  
  
  
  As for
  notifications, they are entirely within the customer's control within the
  notifications section of the app or website.  Additionally, any customers contract and current contract status can be
  found by going to the My Account section then Documents.  As none of the personal information submitted
  with this review brought up an account we were unable to reach out directly to
  this customer but they are welcome to reach back out should they have any
  further questions.
  
  
  
  Thanks,
  
  Frontpoint Security
  
  Voice of the
  Customer Department

• Review fromRox C

  Date: 10/17/2023

  1 star

  Rox C

  Date: 10/17/2023

  This company is a scam. I’ve been a customer for a while then I renewed my contract offering me a better service and yet the unit is not working and they can not fix it for almost a year . They are charging me for a service that is not working. To make it worst, they don’t want to refund me and said that I’m on a 26 months contract that I have to pay if I cancel. In the first place their unit is not working. I’ve been cooperative in doing their time wasting troubleshooting which it didn’t work and they are saying I have to pay early cancellation fee of 26 months on the contract that is not working! This company is a rip off. They don’t provide good customer service. Only for their profit. Beware!!!!
  

  FrontPoint Security Solutions, LLC

  Date: 11/14/2023

  To Whom It May
  Concern,
  
  Frontpoint is always
  willing to review any customer complaint.  We do understand the frustration that comes from having technical issues
  on the system.  We do urge customers to call
  immediately when an issue is experienced so that we can resolve the issue
  through our time tested troubleshooting procedures.  In this case the customer did not report the
  issue immediately and did decline troubleshooting which is why they weren't
  initially eligible for coverage of their monthly rate or reduction of their
  early termination fee.  After submitting
  this review the customer did speak to a supervisor and agreed to
  troubleshooting and were in fact sent the replacement part needed to fix their
  system.  Since that time no further
  issues were reported to us though the customer has been provided direct contact
  information should they need to reach out for any reason.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromJohn G

  Date: 10/03/2023

  1 star

  John G

  Date: 10/03/2023

  Do not trust FrontPoint. They do not honour their word. Make you sign a contract to commit for one year in order to replace a failed camera. The promise was to overnight it and two weeks later it is still not here. They advertise as contractless. I know they will reply and make themselves sound squeeky clean. Their product often goes off line and sometimes cannot be reset without turning off. You cannot do this with the App. I am out of town and the reason for overnight was to install before I left. Also hard to get hold of cust serv. Extream long hold times.
  

  FrontPoint Security Solutions, LLC

  Date: 10/18/2023

  To Whom It May
  Concern,
  
  Frontpoint values
  customer feedback and is always willing to review any customer situation
  brought to our attention.  We do value
  transparency and are upfront with the terms of our service.  All the equipment with Frontpoint is
  purchased with a standard 3 year warranty meaning it is only replaced free if
  it fails within 3 years.  Signing a
  contract is entirely optional and no customer is required to do it.  However, with the commitment we are able to
  offer extensive discounts beyond what we can without a contract and so it
  remains the most popular option for the majority of customers.
  
  In this case the
  customer was offered a 1 year contract in exchange for a camera free of charge
  and a reduction to their monthly rate which they accepted.  Unfortunately, the representative didn't
  finalize the order and the order did not get shipped in time and then did get
  shipped to the incorrect address.  We
  understand the frustration this mistake caused and do apologize for the
  confusion.  We have since resent the
  camera to the proper address.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department