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 fromCynthia A

  Date: 08/02/2023

  1 star

  Cynthia A

  Date: 08/02/2023

  Getting their service is easy. CANCELLING their service is a scam at best.
  
  I tried cancelling my service after a decade with them because their prices are too high and the process is ridiculous!
  
  - you CANNOT cancel online on your account page
  - you CANNOT cancel by just calling them
  - you can only cancel AFTER you TALK to a rep AND click on a special link they send you 30 minutes after you talk to their retention rep.
  
  I did all that and on that link I got a special rate if I stayed. Since I was cancelling because it was too expensive, this rate was low enough to stay. I "accepted" the offer and kept my service.
  
  Well, the "special rate" was a scam. My bill is the same, and now I have to go through the dumb process AGAIN! Ugggh. STAY AWAY FROM THIS COMPANY.
  

  FrontPoint Security Solutions, LLC

  Date: 09/01/2023

  To Whom It May
  Concern,
  
  Frontpoint values
  the opportunity to review any customer complaint to ensure we are providing the
  best service.  Frontpoint's contract does
  require a 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.  This portal does get sent to their email
  while on the call.  Alternatively if they
  want the contract does include instructions for mailing in a written notice
  manually.  In this case the customer
  called in June to cancel and they were sent the link to the online portal.  Within the portal they did choose to take an
  offer for a lower monthly rate in order to stay with the service.  Unfortunately there was a technical error
  that resulted in the rate change not being applied to the account.  This was unintentional and we do apologize
  for the inconvenience that this caused.  When the customer called again in August to let us know of the issue we
  immediately corrected it by refunded the extra charge and correcting the
  monthly rate which they accepted.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromAshtyn H

  Date: 07/24/2023

  1 star

  Ashtyn H

  Date: 07/24/2023

  DO NOT USE THIS COMPANY. I’ve tried to cancel my MONTH TO MONTH plan 3 times and they will not close the account. SCAM ALERT.
  

  FrontPoint Security Solutions, LLC

  Date: 07/26/2023

  To Whom It May Concern,
  
  Frontpoint takes any customer complaints seriously and will always investigate any claims to ensure we have provided the best possible service.  In investigating this account we found they did call to cancel in May and were sent a link to our online cancellation portal.  There was a technical issue during their attempt to complete it and the cancellation did not get completed.  They called in again earlier this week and after explanation of the issue that occurred the first time we did manually process and backdate their cancellation thus they didn't pay any more than they would if the cancellation went through as intended.  Frontpoint has no intention of making the process difficult or preventing a customer from cancellation.  On occasion technical issues can happen and we do understand the frustration this may cause and do apologize for the inconvenience it caused for this customer.
  
  The customer states in their complaint that the account wasn't cancelled when it has been.  We have reached out to the customer to provide further confirmation and ensure they understand that the cancellation was completed.  In addition they have been provided direct confirmation should they have any questions or concerns that haven't been raised to our attention.  No further action or payment is needed on the part of the customer.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromMark D

  Date: 07/18/2023

  1 star

  Mark D

  Date: 07/18/2023

  Do not use Frontpoint! Sold my house. New owner is transferring service contract to him. They are still billing me and want $600 in term fees. Supervisor Jeanna was rude and threatened me with legal action. Nice way to say thank you to your customers. Will never use them again. They do not stand by their agreements. Put in stop payment at the bank and the teller told me she has put in quite a few stop payments for Frontpoint. She was not surprised. Horrible company.
  

  FrontPoint Security Solutions, LLC

  Date: 07/20/2023

  To Whom It May
  Concern,
  
  Frontpoint takes all
  customer complaints seriously and will review any customer account for accuracy
  and improvement.  In reviewing this
  account we did find the following details for clarification:
  
  This customer did
  call us to cancel their account as they were moving and leaving the system
  behind.  They had signed a term contract
  with us in exchange for extensive discounts up front.  Frontpoint does sell the initial equipment at
  a loss with a contract for the customer's benefit so they don't have to make as
  much of an up front payment when signing up.  The purpose of the contract is to allow us to provide those discounts by
  the customer agreeing to stay with us long enough for us to break even.  When a customer decides to cancel early we do
  charge an early termination fee based on the number of remaining months so we
  wouldn't be losing money on the account.
  
  Frontpoint's system
  is designed to be moved with the customer to their new home.  The customer does also have the option of
  transferring the account to the new homeowner.  This process only requires the existing owner to provide us with the
  contact information for the new owner and sign a document transferring
  ownership of the account.  If someone was
  able to simply call in claiming to be the new owner and gain control of the
  account this would be a significant security risk to our customers which is why
  it needs the cooperation of the existing owner.  In this customer's case they did refuse to provide contact information
  or go through the transfer process in any way.
  
  To clarify the
  reviewer's claim of legal threat made, no such thing happened.  The customer did speak to a supervisor and
  state they were going to stop making payments.  The supervisor explained that should the customer decide to do that the
  account would eventually be sent to collections for non payment.  Our supervisor did make every reasonable
  attempt to accommodate this customer including lowering the early termination
  fee.
  
  To be clear, all
  this customer needs to do is provide the new customer contact information and
  sign the transfer document in order to not be obligated to make any
  payment.  They have been provided direct
  contact information should they decide to follow through with transferring the
  account or paying the early termination fee.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromPaul W

  Date: 07/12/2023

  1 star

  Paul W

  Date: 07/12/2023

  The worst of the worst canceled service after few months they continued to bill they are thieves beware the worst of worst!!!
  

  FrontPoint Security Solutions, LLC

  Date: 07/14/2023

  To Whom It May Concern,
  
  Frontpoint is dedicated to providing quality service and thus is always willing to review any customer complaint.  In this case we found that the customer had stopped using the system without making any attempt to reach out to cancel the account for two years.  When they did reach out they requested a full refund for not using the system. Frontpoint is a subscription service and just like a phone or streaming service the customer is paying for the ability to use the system and keeping the account open does incur costs for Frontpoint regardless of the system being used.
  
  When the customer call we did attempt to come to a middle ground as a full refund for 2 years was not reasonable and the account was at that point past due.  However the customer did refuse and ended the call without coming to an agreement. Frontpoint is always willing to be flexible and work with it's customers in any situation.  In this case the customers refusal to work with us or participate in the cancellation process at any point resulted in the account being left open further.  Frontpoint does assert that all billing was valid and no such thievery occurred as the customer described.  As of receiving this complaint we have closed the account and waived multiple months of past due balance.  We do now consider this matter closed.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromJacki M

  Date: 07/03/2023

  1 star

  Jacki M

  Date: 07/03/2023

  The product is easy to Install.
  The big problem is their contract DON’T sign any contract and don’t provide your bank account or debit for ach. I have cancelled months ago called talked to a supervisor and guess what 6 months and they still withdrawn from my account. From certify letter of cancellation to link send by them to cancellation which I did and still another 3 months after and abuse of trust by provide them ach to withdraw from account. I will have to take legal action. To stop this. So DON’T sign any contract with them.
  
  Last time confirmed cancellation by
  Michael.ONeill
  frontpointsecurity.com
  Via link provided by him
  

  FrontPoint Security Solutions, LLC

  Date: 07/24/2023

  To Whom It May Concern,
  
  Frontpoint takes all customer complaints seriously and is always willing to review any situation.  In this customer's case we did find the following timeline:
  6/6/2022 - Customer calls in and submits a written notice specifying to cancel 3 out of their 4 accounts listed by address.  The fourth account was not on the list so did not get cancelled.
  12/20/2022 - Customer calls in for help installing a doorbell camera on the fourth account.
  3/6/2023 - Customer calls in and claims they were trying to cancel for multiple months.  Submits written notice for the fourth account.  The written notice was not applied correctly and the account was accidentally left open.
  7/4/2023 - Customer reaches back out and informs us of the error that we immediately corrected and refunded.
  
  First we do apologize for the cancellation not being processed in March when the customer submitted their written notice.  It was unintentional and we did correct the error as soon as it was brought to our attention.  As to the customer's claim that they had been trying to cancel for months at that point, we have no calls in any of our phone records from the customer between the December doorbell camera call and the March cancellation call.
  
  For confirmation this customers account is cancelled and no further payment or action is needed on the customers part.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromLidia B

  Date: 06/23/2023

  2 stars

  Lidia B

  Date: 06/23/2023

  System is ok. Has some issues with one of the sensors and every time I called I received a different solution and didn’t offered to be replaced until I decided to cancel. When I cancelled on April I did it at the beginning of the month and end up getting 3 charges, I refunded one via my credit card as I was told the second one was for the extra month(May) you have to pay as they need 30 days written notification to cancel?? Really, I don’t want the service and why do I have to pay for an extra month? Anyways, comes June and they charged again!!! Because I did a chargeback!!! So they wanted 3 months of service for basically only one month??? I tried to contact them and was told they don’t do any refunds but I was welcome to send an email with my request. But no one has replied. I called again and was told they didn’t had any update on my request and couldn’t do anything about it.
  

  FrontPoint Security Solutions, LLC

  Date: 07/14/2023

  To Whom It May
  Concern,
  
  Frontpoint is always
  willing to review any customer's account to ensure we are providing the best
  service.  In reviewing this customer's
  account we did find the following:
  
  The customer was
  first charged on April 1st for the normal monthly payment.  We do ask for a 30 day notice with any normal
  cancellation which means that there is usually 1 final month's payment.  When the customer called on April 3rd to
  cancel they were sent a link to our online cancellation portal.  The portal then had an error which caused it
  to run the payment but not finish the cancellation.  The customer called us at which point we
  corrected the cancellation.  It was not
  realized however that the payment went through the first time so it was
  processed a second time so the customer was charged twice for their
  cancellation.
  
  After this the
  customer initiated a chargeback with their bank for both payments resulting in
  the account showing past due for May which was charged at the beginning of June
  after the chargebacks posted.
  
  Given the error with
  the cancellation payment and the technical issues with the system that led to
  the cancellation in the first place, we have decided to extend the courtesy of
  refunding the final payment. We have reached out to the customer to inform them
  of this and they have been provided direct contact information should they wish
  to reach back out for any reason.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromFrederick A

  Date: 06/20/2023

  2 stars

  Frederick A

  Date: 06/20/2023

  Unable to cancel other than to pay penalty and extra month which comes out to be essentially the same as finishing out my "contract". Have to call in November as I cannot just tell them to cancel when "contract" runs out. Representative very cordial so I give them that but there is no way I shouldn't be able to cancel at any time after being with them for 10 years. Cannot recommend.
  

  FrontPoint Security Solutions, LLC

  Date: 07/14/2023

  To Whom It May
  Concern,
  
  Frontpoint is always
  willing to take a second look at any account to review complaints or concerns
  raised by our customers.  One of our
  primary qualities is flexibility.  We use
  contracts as a way for customers to commit for a period of time in exchange for
  upfront discounts include free equipment and free months of service.  As such when a customer signs a contract term
  and later decides to cancel the service, Frontpoint does ask for a reduced
  percentage of the remaining months cost as an early termination fee.  The amount defined by the contract is 80% but
  we understand that not every customer situation is the same and we can adjust
  this when the situation calls for it.  Our front line representative while not having the ability to make the
  decision themselves in these circumstances are expected to raise the situation
  to our supervisor team.  In this
  customer's case, the representative did not reach out standard of quality by
  not raising the situation and allowing a supervisor to adjust the early
  termination fee.  We do regret that we
  weren't able to come to an agreement on that call as a result and apologize for
  the inconvenience to the customer.  Since
  receiving this review we have reached back out to the customer and come to an
  agreement to their satisfaction.
  
  Thanks,
  Frontpoint Security
  Voice of the
  Customer Department

• Review fromJill B

  Date: 06/15/2023

  1 star

  Jill B

  Date: 06/15/2023

  COMPLETE SCAM!
  I have requested to cancel my service with Frontpoint NUMEROUS times to no success. I have spoken to customer service on multiple occasions who continue to assure me that by following the link they've sent, my account will be officially cancelled yet I am still being billed. I started the cancellation process in April and it is now June. There is no way to contact anyone other than their customer support department, no official information on how to go about cancelling your service, no way to delete your account or payment information...it's purposely set up to be confusing and unhelpful.
  Not only will they not accept my multiple requests to cancel, they want to bill me for ending my service with them even though I never signed a contract of any kind binding me to a certain length of service. Again, the entire set up of this company is designed to bill you as much as possible, as long as possible with no recourse. It's absolutely ridiculous! I will be reaching out to the BBB team in order to proceed further with charges against this scam of a company.
  

  FrontPoint Security Solutions, LLC

  Date: 07/24/2023

  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 account we did want to provide the following pertinent details:
  
  First when the customer called on 6/9/23 prior to submitting this review they did successfully complete their cancellation submission.  We do apologize if this wasn't clear and led to any confusion.  Beyond that the customer did originally call on 4/14/23 but while our log shows they did log in to the online cancellation portal it was not completed.  On the 6/9 call they did not report any issues with completing the link in the past so no correction was made at that point and we are unsure why the customer didn't complete it the first time.
  
  Since receiving this review, we have tried to reach out to the customer to confirm their cancellation and make a correction if needed to the original cancellation attempt.   However, they have not responded as of yet.  They have been provided with direct contact should they wish to reach back out at any time.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromBrian M

  Date: 06/14/2023

  1 star

  Brian M

  Date: 06/14/2023

  Terrible!!!! If they spent 1/10 of the money on tech as they do on locking you in, it might be worth it. YOU CANNOT GET OUT! The system shuts down whenever you try to cancel. I threatened legal action and a guy finally canceled our account on the phone. DO NOT GET THIS PRODUCT!!
  

  FrontPoint Security Solutions, LLC

  Date: 07/13/2023

  To Whom It May Concern,
  
  We are sorry to hear that this customer had an experience that made them feel unable to cancel.  We made no attempt to prevent this or any customer from cancelling.  In this customer's case there was an issue where their card denied the payment for the final balance.  While this did prevent the cancellation from going through initially, this is easy for us to correct over the phone without any need for legal threat which we did do for the customer.  Of note while the monitoring and online service does end at the end of the following period when cancelling, the system does still work in full the entirety until that point.  If this customer was experiencing any technical difficulty at the same time as cancelling it was unrelated and was not reported to us.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department

• Review fromChrystal S

  Date: 06/14/2023

  1 star

  Chrystal S

  Date: 06/14/2023

  I called in and canceled my subscription 4/5/23. They sent me an email with a link stating to login to my account to complete the cancellation. I clicked on the link and logged in. It did not prompt me to do anything else. Now it is 6/14/23 and they have called me wanting payment. They are telling me I’m not canceled and that I owe them money. They have had me on hold for 20 minutes now. Worst company.
  

  FrontPoint Security Solutions, LLC

  Date: 07/24/2023

  To Whom It May Concern,
  
  Frontpoint values customer service and will alway review any customer concern to ensure we are providing the best service.  In reviewing this customer's account we did find that the customer called in April to close their account.  We sent them a link to our online cancellation portal but there was a technical error and it didn't get completed as a result.  Since the account was still open it did accrue additional balance.  Since this error was not on the customer's end we do want to correct it for them.  The cancellation itself has already been done but we no longer have a valid card to issue a refund to.  We've attempted to reach back out to provide the refund but have not made contact and have not received contact back.  Direct contact information was provide so the customer can reach back out at their earliest convenience.
  
  Thanks,
  Frontpoint Security
  Voice of the Customer Department