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 fromBryan M

  Date: 09/12/2023

  5 stars

  Bryan M

  Date: 09/12/2023

  Most people only come here to write negative reviews. But this is a positive review. The company is like any other alarm company and of course you sign a contract most of the time for 2 years. I have had FrontPoint for over 3 years now and have been very impressed!! We have had multiple false smoke alarms (shower/cooking) Every time it has gone off we have gotten a text and phone call within 30 seconds.. They are always nice when having to cancel the alarm. My system was getting dated and I was looking to upgrade, they offered and sent me a brand new system within 2 days. Free of charge all they asked was to continue to be a customer with them! Never had an issue with them or the products.
  

  FrontPoint Security Solutions, LLC

  Date: 09/20/2023

  To Whom It May
  Concern,
  
  Frontpoint
  appreciates all customer feedback in any form.  We thank this customer for their kind words and are glad that they have
  found the service to the standard we set out to achieve.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromJung P

  Date: 09/08/2023

  1 star

  Jung P

  Date: 09/08/2023

  Terrible customer service. Used to be good but not sure what happened.
  I have been trying to cancel for months with still no resolution. First, it was because I had an old credit card on file which was my fault and they told me I had to pay the past due balance before I could cancel. I paid the balance and tried calling again to cancel but I can never get a hold of anyone useful. Long wait times and I’ve tried the call back feature and they never call me back. I have gotten through a couple times but the rep then says that they need to either transfer me or speak with another person and as they transfer me, the call gets disconnected. Worst experience ever.
  Went through my credit card company again to dispute the charges from them but it’s taken so long that now I have another past due balance that I’m sure I’ll have to pay and then they’ll transfer me to cancellations which then I’m sure will never get resolved again. I guess this is their tactic to not get people to cancel. Terrible.
  

  FrontPoint Security Solutions, LLC

  Date: 09/26/2023

  To Whom It May
  Concern,
  
  Frontpoint is
  dedicated to providing quality service.  While we do strive to keep hold times down at certain times of the day,
  week and month a line can occur though most of the time the wait time is
  reasonable to nonexistent.  We understand
  this customer's frustration with feeling unable to close their account though
  we made no attempt to make it difficult to do so.  They did originally call in July and paid
  their past due balance.  Per our phone
  company records they called again the same day into our cancellation department
  but disconnected after approximately 2 minutes of hold each time.  The customer then called again in September
  and completed the cancellation.  After
  receiving this review we have reached out to the customer to discuss the issue
  and have refunded them to effectively backdate their cancellation.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromAllie and Andrew S

  Date: 09/08/2023

  1 star

  Allie and Andrew S

  Date: 09/08/2023

  SCAMMERS. THIEFS! First, it took over an hour to cancel with them. Then I used my credit card to cancel with them instead of my debit card on file — They stole my credit card number. Waited 3 months after cancellation and making us overpay a cancellation fee then proceeded to 3 months later withdrawn $50 from two different accounts of mine. Now refuses to give it back. Will NOT refund my money. I never saved that credit card info with that man over the phone and he saved it and now they are charging a monthly fee again.
  
  I have shown proof multiple times and they refuse to send me back my money.
  
  I have proof of their withdrawal 3 months POST cancellation time.
  

  FrontPoint Security Solutions, LLC

  Date: 09/20/2023

  To Whom It May
  Concern,
  
  Frontpoint takes any
  customer complaints seriously and will review any situation to ensure we are
  providing the best service we can.  In
  this case the customer did call to cancel in June 2023 and completed the process
  including the early termination for their contract.  Unfortunately, the cancellation wasn't fully
  applied to the account and the account got left open.  Prior to our receipt of this review the
  customer did bring this to our attention and we did immediately correct the
  cancellation and refunded all additional charges.  We do apologize for the inconvenience this
  mistake caused.  No further money is owed
  nor action is needed for the closure of this customer's account.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromHoward H

  Date: 09/05/2023

  1 star

  Howard H

  Date: 09/05/2023

  Frontpoint sold my account (among many others) to Alert360 without my permission.I don't want Alert360, so was able to cancel them, and tried to return to Frontpoint. No matter what phone number I call their systems recognize my phone number and immediately transfers me to Alert360!! I tried texting, and the representatives tries to fix it, but can't. And, they can't reinstate my account via text. So I am screwed. After 20 years with Frontpoint this is their "dedication" to customers. Stay the hell away from this crazy company! I am now seeking a new company that actually cares about their customers. I also reported them to the FTC.
  

  FrontPoint Security Solutions, LLC

  Date: 09/13/2023

  To Whom It May
  Concern,
  
  This customer's
  account has always been owned by Alert360 where Frontpoint has partnered to
  provide the front end service.  Recently
  Alert360 did decide to take over the front end service.  As the customer was no longer a Frontpoint
  customer our phone tree does redirect them to Alert360.  The customer did reach out regarding opening
  a Frontpoint account.  We are still in
  ongoing talks with the customer regarding this.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromConnie H

  Date: 08/31/2023

  1 star

  Connie H

  Date: 08/31/2023

  I echo the reviewer who complained about their inability to cancel. The custmer service line goes unanswered, they dont return calls (though they say they will) and their on-line chat support is fundamentally useless as they simply tell you to call the number they dont answer. This company absolutely sucks and you should stay away from them.
  

  FrontPoint Security Solutions, LLC

  Date: 09/01/2023

  To Whom It May
  Concern,
  
  Frontpoint values
  the opportunity to review any customer complaint for quality and accuracy.  We always strive to provide the best customer
  service.  This does include keeping the
  wait times as low as possible.  However,
  sometime a line can form at busier times of the day and month.  We do offer a callback option when this
  happens so a customer can receive a call at the time in line they would have
  reached an agent without having to wait on the line.  We encourage customers using this option to
  wait until the system has confirmed the callback and ends the call before
  disconnecting on their end to ensure that the callback has actually been
  submitted.  To clarify after review this
  customer did in fact make contact with us and close their account as desired.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromMIKHAIL A

  Date: 08/22/2023

  1 star
  Mikhail A.
  Do not use this company. It’s being several months and they do not close the account and keep calling from the billing department.
  I used their service for many years and every time getting hold of support required many hours of on hold calls and listening to automated prompts.
  Few months ago my monitoring equipment started having problems. Tried to contact customer support and spent hours on hold and was not able to get in contact with a representative. At that point I decided to get a different service and disconnected FrontPoint equipment. I cancelled the credit card payment. I informed Frontpoint that I am cancelling service via a form on their web-site. Few weeks later I started getting calls from their billing department from real “live” representatives asking for a new credit card. I had dozens of calls and I informed all of them that I would like to cancel service.
  All of them refused to cancel service and typically forwarded the call to the Customer Service line where I was kept on-hold for hours. I left multiple requests for a callback, but never got a call from a customer service, only getting daily calls from the billing people. I also emailed billing people, but that doesn’t help either. They promised that someone from the escalation department would contact me, but it doesn’t happen. Only daily calls from different “billing” people asking for a credit card number.
  This company is using scam tactics!
  

• Review fromBurt G

  Date: 08/14/2023

  1 star
  )DO NOT USE.
  1) Originally called for low battery panel
  2) maybe during process opening the panel, caused one of the wires to come loose and start sparking
  3) asked to speak to English speaking person, tech refused , I then asked to speak to manager and then hung up on
  4) I then called back and proceed with cancellation and that tech did try to resolve but no response to him from his team for another panel
  5) And then there's the cancellation process which you cant cancel from your account settings
  6) and once proceeded to cancellation and I'm charged for a whole additional month for a system that is worthless!!!
  
  DO NOT USE THIS SYSTEM !!!

• Review fromNathan T

  Date: 08/11/2023

  1 star
  Had a positive experience with Frontpoint for almost 6 yrs until my equipment became antiquated. Upon contacting them I learned they would not provide a break on the expensive full retail price to upgrade. Found a better deal on Amazon and set up the new equipment. I failed to monitor my checking account to see they billed me for 18 months for both systems even though only one was monitored. Contacted them today and after waiting 45 minutes I learned they will cancel the account but not refund the dial charges. This is an integrity issue and I will never do business with them again.

• Review fromSONIA H

  Date: 08/07/2023

  2 stars

  SONIA H

  Date: 08/07/2023

  
  I signed with Front Point security services not knowing what I was really getting my self into.
  I live in a private house where an alarm system is not really necessary. I found out about Front point from a company I was already using. Choice home warranty. I signed up with this company in 2020 ,and I tried to cancel my agreement. They told me I was in a contract agreement for two years, and I couldnt cancel my agreement. I tried to transfer my services to another state where I really do need an alarm system. They told me if I was to cancel my contract I would be responsible to the total balance due. Today I got a call from a collection agency Called Hillcrest Davidson. they wanted me to start making payment back on this account. I'm totally dissatisfied with Front point. Im paying for a service that I really did'nt need from the start.
  

  FrontPoint Security Solutions, LLC

  Date: 08/22/2023

  To Whom It May
  Concern,
  
  Frontpoint will
  review any customer's experience in light of any complaints that have come to
  our attention. In this customer's case we did wish to provide the following
  explanations and details:
  
  Frontpoint values
  transparency with it's customers.  We do
  use a contract with our service on most new customer accounts as a way to offer
  the equipment that is purchased at a heavily discounted up front cost.  In order to recoup costs for selling the
  equipment at a steep loss we do ask for an 80% early termination fee for
  customers who decide to cancel early.  Additionally to ensure that customers are satisfied with the product and
  service before they are fully entered into the contract we do offer a 30 day
  risk free trial period during which a customer may return their system for a
  full refund and not have any early termination penalty.
  
  Prior to purchasing
  the contract details are disclosed over the phone as it is important to us that
  the customer understands the agreement before signing up.  In this case as well the customer called
  during the risk free trial period as they were on the fence about the
  service.  Since their time was running
  out we offered an extension of the trial period by another two weeks so they
  had more time to decide so again they were made aware of the agreement before
  they became bound by it.  They never
  called in again during the trial period which is why we were unable to waive
  their contract when they called in 2021.
  
  In 2022 the customer
  did then decide to stop payments through their card.  We reached out to them a number of times
  regarding this and advised that continued non payment would eventually result
  in the account being closed and the remaining balance being sent to a
  collections agency which they acknowledged.  After the account was left with non payment for 6 months it was closed.
  
  We are sorry that
  the customer decided they no longer wanted to use the service and do regret the
  way the account ended.  We were fully
  transparent at each step of the process with this customer so that they would
  be able to make informed decisions regarding the account.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromAdam P.

  Date: 08/02/2023

  1 star

  Adam P.

  Date: 08/02/2023

  Almost impossible to cancel your service. Fraudulently continues to charge after verified account cancelation. Had to file fraud charges with my financial institution. Customer beware, deceptive practices and fraudulently activity.
  

  FrontPoint Security Solutions, LLC

  Date: 08/22/2023

  To Whom It May
  Concern,
  
  Frontpoint values
  the customer experience and is always willing to hear customer concerns and
  complaints.  While we do try to make the
  cancellation process as smooth as possible, issues do on occasion happen.  In this customer's case after they completed
  their cancellation there was a system issue that resulted in an extra
  charge.  Of note it was identified and
  the refund process was initiated prior to the customer reaching back out to
  notify us.  We do again apologize for the
  inconvenience this caused as we understand the frustration it caused.  As a final confirmation no further payment or
  action is needed for the closure of the account.  Frontpoint considers this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department