Name: Frontpoint
Rating: 4.1

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Verified Customer

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Jenn Sicklerville, NJ

My current equipment is good. I know they have newer versions but I am not interested it that. Customer service is very responsive and helpful when I reach out to them.

3 years ago

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Barbarac Windsor, CT

We’ve had some flaky monitoring particularly with the window monitors and a couple of times the smoke alarms but they are right on top of things and it is easy to use.

3 years ago

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Anthony Richmond, VA

Wireless before a lot of companies were wireless. It is one of the few companies that tells you when your power is out and it continues to work. My doorbell camera doesn’t work as well as I want it to.

3 years ago

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Richard Naperville, IL

Support is very helpful and polite. They seem to know all the answers. The only problems I have had is having the batteries replaced. It is very easy and convenient.

3 years ago

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Anonymous Portland, OR

They lack features. There are some limitations with their system. The quality of the external camera is not high resolution. It cannot record sound. It is nice that you can control the whole house with a phone and it is easy to set up and use. They could do a better job integrating automated services.

3 years ago

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John North Tonawanda, NY

Their equipment is expensive but I will stay with them. Their technical support has worked me though everything and explained it so I can understand. They’re pretty good.

3 years ago

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Larry Perry, OK

Its average. There is nothing spectacular about it. It works most of the time. The last time I had to use their technical support they had no clue what was wrong and tried to sell me another panel when all I needed was a battery.

3 years ago

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Ivel Jamaica, NY

Find another company other than Frontpoint. Even though the used to be the best, they no longer because of their customer service. I’ve had problems with them double billing me and refusing to return my money. I am going to be canceling. Also the equipment is bulky and the pieces often fall.

3 years ago

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Noah Sylmar, CA

Overall I am very happy with the system and the service. I have recommended it to family members. Everything works fine and they are knowledgeable and experienced.

3 years ago

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Stephen Darrington, WA

I just like how they respond. They will spend a lot of time with you if you need help. It works really great, only once in a while I have problems with it.

3 years ago

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Sherice Nolanville, TX

You guys do seem to know how to solve problems. I think all the equipment could be improved on because of the price. Other words I think the price is a little steep for product and the product could be a lot better.

3 years ago

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Herold Starbuck, MN

I love the ease of use--I can do it all myself. Their customer support answers quickly and answers all my questions. But sometimes is is difficult to change the batteries.

3 years ago

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David High Bridge, NJ

It seems to work just fine. There's been some difficulty. It's easy to get ahold of them to get billing straightened out but it's very difficult to get replacement parts for things.

3 years ago

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Christina Port Jefferson Station, NY

Used to like more. Last issue I had to call twice and rep wasn't the friendliest. Also alarm has gone off for what felt like a long period and no one calls. If there was a serious situation...... so I dont feel safe and feel I pay too much for what I get. Will be shopping around soon.

3 years ago

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Wendell Sussex, NJ

Worst experience ever! I can only presume that Frontpoint‚Äôs Mission Statement is ‚ÄúWe‚Äôll secure your home, but we‚Äôll invade your bank account!‚Äù Frontpoint made an unauthorized debit of $191 from my bank account in January 2021. I had just called in payments during October, and November 2020; having opted to call in payments rather than authorizing them to make recurring debits. Despite that arrangement, and despite the two recent payments I made, Frontpoint charged and withdrew nearly two hundred dollars without any prior verbal consent from me to do so. I felt violated. The company could have utilized appropriate recourse instead; they could have simply terminated my service, forwarded my account to collections and followed due process. But instead, they behaved like the proverbial ‚Äúthief in the night‚Äù themselves!

3 years ago

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Danielle J Memphis, TN

Their customers service is great. But some of their sales reps are slimy. The contract signed will make you continue to pay for the plan throughout a certain time frame- no way out period. This is in the contact, you even initial next to it. I was in a dangerous situation with an ex when I called and should have read what I was initialing next too, granted. But they NEVER said this. They never literally said this is a 2year contract or you will have to continue paying this until the contract ends. Buy out is not the price of equipment either, it‚Äôs some stupid high percentage of what you would have paid if you finished out the contract. For this reason, I don‚Äôt recommend them. I think that it‚Äôs slimy to treat people who truly needed help that way and then say ‚Äúwhelp, you initialed so there‚Äôs nothing we can do‚Äù I agree I should have read the fine print I tested of trusting them to be upfront and open and honest like a 3 company would be.

3 years ago

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Anonymous Washington, DC

It just seemed like a good deal but I can play pretty darn easy. When I've dealt with support they've helped solve problems so it's pretty good. Easy to set up.

3 years ago

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Stuart Holly Springs, NC

I've had people from their company come over a couple of times and each time was an excellent interchange. The system was easy to install and it is reliable. It has great flexibility and works well.

3 years ago Edited January 10, 2024

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Terry Kernersville, NC

Their customer service department is quick to handle any issues I have. The equipment has no problems and you can arm and disarm the system from your phone.

3 years ago

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Alfred Keedysville, MD

Frontpoint is great at responding to you when you have a problem. Their motion detector doesn't work and will turn off or make a sound when it shouldn't. I like that I can turn the system on and off from my phone.

3 years ago

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Lila Ventura, CA

I went with Frontpoint because they seemed to have the most secure system. It takes them a long time to answer the phone in customer service, but the system itself is easy to use. My system fell off and broke and now the front door camera doesn't work. Buyers beware, because they have a contract that sucks you in for five years and you can't get out of it without paying a large fee. They are very elusive about their contract before you sign up.

3 years ago

Reply from Frontpoint

Hey Lila, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Feb. 4th, 2021

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Leon Whitinsville, MA

I've had Frontpoint for eight years. They are a very helpful company and their security system is easy to use and you can control it from your phone.

3 years ago

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Danny Morganton, GA

Their security system was easy to install. I wish their customer service department would contact their customers to see if they have any problems or concerns with the system.

3 years ago

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Lisa Baldwin Park, CA

This company offers a quick response for their customers. As for my system itself, some of the cameras and sensors come apart and malfunction sometimes. I wish the equipment was more reliable.

3 years ago

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Ernesto Maldonado Converse, TX

Frontpoint is easy to set up, maintain and use. The service is highly affordable and their customer service has been friendly and, more importantly, helpful.

3 years ago

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Nancy Day-Achauer

Prompt handling of alarms, easy to use app. An area to improve would be an easy way to set up a temporary person to notify of alarms when I'm on vacation and have a house sitter.

3 years ago

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Zenon Fortuna

The service had deteriorated over the last 2 years. The most serious, IMHO, is the way how Frontpoint reacts in case of the alarm. Originally, it was a human agent asking what is going on, so one could give a hint that it is a danger. Now there is an automated question, so everyone can answer and cancel the alarm.

3 years ago

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Robert

Customer support listen to me and give me the right answer! Sometimes I get false positives from the equipment, but overall I like that I can manage the system myself.

3 years ago

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Jim

Their customer service offers simple and good support. Their monitoring is very expensive and their customer support is nickled and dimed. Our sign broke and they wanted to charge us for a sign or batteries. I would think that for the premium price we pay, they would give us a new sign for free. I'm disappointed in the way they provide service.

3 years ago

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Anonymous

I'm disappointed with the quality of the equipment. They don't upgrade existing user's equipment. Their system is easy to use, but I think they need to be more competitive with their pricing in both their subscription and equipment.

3 years ago

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Maryl

Excellent customer support. If they can't answer the call immediately they have an automated call back system so that you do t have to wait on hold for non emergency issues.

3 years ago

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Joe Burks

They are very helpful and polite. They have a great product but I wish was a little less expensive. I will however continue using the product and services

3 years ago

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Teresa

Every time I call, they are there to help and they do a really good job. There is an issue with the battery and I’ve had a couple of issues with the sensors. It was relatively easy to install.

3 years ago

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Tiffany

The equipment I have is a little bit older and I wish I could update without it costing so much but it was easy to set up and they are quick and answer all my questions. You have a lot of control.

3 years ago

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Beverly

I can count on it. When an alarm goes off, they are quick to respond and get it taken care of. They are very good and prompt. It is reliable but expensive. They need to lower their prices for monitoring.

3 years ago

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Abhiram

Nice features. I am sure there are similar features with other competitive products but this is functional and had an app, which I like using, and the hardware is pretty stable.

3 years ago

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William

I’m satisfied with the products. Everything they have seems to be reasonable for us. It all works as specified. It is easy to use. They have been responsive and helpful when I’ve called.

3 years ago

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Ryan

When you order additional products, it is all online, you can’t just call. I feel like the equipment is pretty decent. Sometimes it still sends the signal when the control panel doesn’t disable the alarm.

3 years ago

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Rebecca

Works very well and is durable and easy to install. It males us feel much safer in our home. When I have to call customer service, I’ve always had good interactions.

3 years ago

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Cathy

I like the remote keychain to turn it on and off when I am leaving my home. I like the app for my phone. It is very user friendly and easy. The equipment is very good. They are okay with customer service.

3 years ago

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David

The security system is simple, the apps are easy to use and to set up. It seems reliable and they are responsive when I need assistance. There were two times when my alarm went off and front point did not notify me.

3 years ago

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Mike Saint Petersburg, FL

Better than ADT. No appointments for equipment set-up because its all DIY. Phone support is great. Older model motion sensors malfunctioned, transmitting a false alarm several times. Hopefully the new model is improved.

3 years ago

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Robert Union, NJ

I've had them going on 8 years now. At the time they had the best deal and customer service. The people at Frontpoint are always friendly and very helpful. I like the sense of security and the fact that I know it's there in the background. Keeping me safe. I've had a lot of things not work in the past few years.

3 years ago

Reply from Frontpoint

Hey Robert, we appreciate you bringing this to our attention and we would like the opportunity to alleviate any issues you may have been having with your equipment! We ask that you please submit the full details of your circumstances to [email protected] and we look forward to assisting you!

Aug. 18th, 2020

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U. Paterson, NJ

The automation that Frontpoint has is easy to manage. Very good customer service, very good response. The one thing they do not do is upgrade any of the devices and we end up having a lot of issues with batteries and such.

3 years ago

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Albert Madison, AL

It's simple to use. They've been very reliable and they've helped me with any problems that I've had. They've always been very responsive and thororough.

3 years ago

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Louise Spokane, WA

We've had panels fall apart. We've had the motion sensors that stopped working that aren't supported on the original contract so I had to pay a significant amount to replace them. Most recently when my alarm was tripped I got a call from a real person.

3 years ago

Reply from Frontpoint

Hey Louise, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Best,

Frontpoint.

Aug. 13th, 2020

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Jamel Lynchburg, VA

It's an easy install, it's wireless and they make it super user friendly. Everything has worked. Customer support is very responsive and they try to solve the problem.

3 years ago

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Teresa

Every time I've called I've talked to a live person and they've been very polite and helpful. It was easy to install on my own and I've had no issues with it.

4 years ago

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Alyssa

They are pretty responsive and follow up with multiple calls. It's easy to install and seems to work well. I know they moved to a month to month model and we'd definitely rather have that than be stuck in a contract.

4 years ago

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4 Oxon Hill, MD

It is easy to use. Their prices are good and the equipment is what I need. I think they should have somebody from customer service call their customers to stay in touch and answer questions, that is my suggestion.

4 years ago