Name: Frontpoint
Rating: 4.1

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Verified Customer

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Geraldine Waterford, MI

Every issue I've ever had was resolved and they communicate very well with me at different levels. I've had issues with the hub that continues. Even though I have to keep calling to have it reset, it loses the identification of doors and windows at times. It'll just say "door open" instead of "garage door open". The camera's fall off line quite frequently. I'm not crazy about the camera system so I won't buy any more of those. Other than that, the system's been working pretty good. It's easy to install yourself. Their cameras on the app don't function properly. There's only one space that you can actually see. They're not very maneuverable.

2 years ago

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Peter Flat Rock, NC

When I called for technical support, people got back to me in a reasonable period of time and they spent a lot of time and effort to help resolve the issues. For the most part it works. There are some glitches and unexplained glaciers now and again. There are a lot of devices that are not compatible and I would say that they should incorporate the ability to use a lot more.

2 years ago

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Nancy Yorktown Heights, NY

They are always available and their customer service is very nice on the phone. They addressed the situation immediately. I haven't had any issues with them. From other carriers I've had full alarms going off and I haven't had an issue with it though. I'm very happy with it. I like that it's user friendly when it comes to their phone app. It's accessible.

2 years ago

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Verified Customer

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Donna Barnhart, MO

No complaints here. It is easy to use, you can turn off the alarm from your phone and that has worked out real good, I don't even use the keypad they gave. When we have had a couple of problems, they were able to work with us and get those problems worked out. We've tested all the windows and doors and everything has worked fine and when we accidentally set off the alarm ourselves, it was transmitted to the company and they called use back to see if everything was okay. I am very satisfied with the pricing of the equipment too.

2 years ago

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Guadalupe Asheville, NC

They were easy to work with on the phone. They were able to get me my equipment and everything I needed without overselling and working with my budget. Every time I've called, I've always been able to work with whichever agent on the phone. They helped me walk through any trouble shooting and if I need to sign up any new users online. It seems to be pretty durable and long lasting, easy to install. It's easy for you to check on your policy, get updates immediately.

2 years ago

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Anthony

I think the service is great. Every time I've called, I've been connected to a person almost immediately and they've gone out of their way to make sure everything is taken care of. None of the equipment has failed or malfunctioned. Everything works perfectly and it was really easy to install. I think the app integration is really great, you can monitor your home from your pheon or any kind of electronic device.

2 years ago

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Verified Customer

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Scott Webb

My experience has been mostly positive. The area for improvement would be to give me bundled options instead of ala cart. I have been advised my system will not allow for anymore cameras but tells me nothing of upgrade opportunities to allow for more. There is. O DVR option as well with the system. I would like 7 soffit cameras to create a complete perimeter around my home.

2 years ago

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5

They are always there when you have any problems. They will help you troubleshoot. The young lady proceeded to stay on the phone until I got all of my equipment hooked up. It was beeping incessantly and I called up and they checked it out and said that I didn't have power supply. It seems to work. You open the door and the alarm goes off and you shut the alarm off. I haven't had one issue. I think they could be a little bit cheaper but I'm willing to pay the price for the customer service and equipment.

2 years ago

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Verified Customer

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Antonia

Every time I've called them with a question, they are actually good. They respond right away and it clear that they stay on the phone with you and do everything. Customer service is excellent. I have a little issue with the system but I will definitely stay with them based on the way they treat people. It is really good and accurate and works well.

2 years ago

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Verified Customer

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Erron

I'm very happy. It is a lot less than what other companies are charging. The equipment is durable, I've only had one break and they replaced within two days. They always answer my questions and I get immediate solutions. I like that I am able to talk to people through my doorbell camera and not have to open the front door. I have already recommended it to several friends.

2 years ago

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Alfredo

They go out of their way to make sure any issue are solved, whatever the issue. I had one of the sensors fall off and every time I called they were extremely helpful and knowledgeable and they did everything they could to correct it. I think there could be some improvements on the keypads so that they might be more efficient and easy to use, like the old ones. It could be a little more user friendly.

2 years ago

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Michele Iron Junction, MN

When we first got it they didn't tell us that it was an additional ten dollars a month for the app which I have not been super happy about. They send these little foam things that you put the sensors on that don't stay very long. I like that we can check in and make sure things are okay if we are gone on vacation and we can use the app to turn it on or off. You can assign different pin codes to different people so they can use it as well.

2 years ago

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Verified Customer

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Lorena Chicago, IL

Every time I call there has been great customer service interacting. When they talk, they are explaining everything to me. A couple of times they tried calling me and they tried calling my wife and I had set off the alarm without knowing. They tried to reach me right away so it's great service. The garage set it off a couple of times and the police came over and you know they're on their game.

2 years ago

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Kevin Garrison, NY

They are very attentive to our needs and if the smoke alarm goes off, Frontpoint is right there. They call if anything happens. We have two residences. The first one we had Frontpoint old system with a big display and we never had a problem. The other one is the newer system and we keep having problems. When they give a faulty system to a resident and the resident let's them know the system is faulty (we can't even use our number pad, we set our alarm and it keeps going off and when doors or windows are opened it doesn't go off), I would like them to take care of the problem. The latest model we got is not very good at all.

3 years ago

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Verified Customer

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Anonymous Philadelphia, PA

Every time I called with questions I've received what I needed in a timely manner. It seems to drain batteries pretty quickly and then it gives me like fifty error messages when I change the battery. You can set up the system yourself and you don't have to wait for people to come and install it. Whenever there is an alarm going off, it would be really helpful if they would actually call about it.

3 years ago

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Debra Sand Springs, OK

When I called, they were the first ones willing to give me a price up front. Other companies weren't willing to do that. They were really good at giving a little bit of help after buying it. And then we called them once about a window default sensor or something and the guy called back but it was like 9:30 at night. I appreciate them getting back to me but not at 9:30 at night. It was easy to install. They were willing to work with me on price. I got it down to $35 a month instead of $85 or $90 or whatever. They were really helpful and prompt in sending the material and sensors and door lock.

3 years ago

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Amir

They do not try to oversell. No hidden costs. Installation is pretty easy. As for things to do, I suggest that they make the instructions and help doc available somewhere on their website (currently their support team emails them as needed - for example how to connect the system to Google Home). My other suggestion would be on their monitoring services: it's 100% clear to me under what circumstances they call after alarms. I have had their CS calling after false alarms, also received automated calls after I cancelled alarms, but it also happened that that the alarm went off, I cancelled it and no one called to follow up.

3 years ago

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Verified Customer

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Stacia Christen Jackson

It's been great. My only complaint is the struggle to update my name in the system. There are some places where the name cannot be changed so despite getting remarried, the online system still shows my ex husband's last name. Instead of "The Jackson Home", it says "The McKinnie Home". And my name says McKinnie in some areas and Jackson in others. I wish they could update across the board so my new husband didn't have to see my ex' name claiming his home.

3 years ago

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Bobbi Highland, NY

The products don't have Wi-Fi connectivity like other automated smart home products but otherwise the products are high quality. I would suggest they update their products so that they are more easily integrated with other smart home products. It does give peace of mind having a system monitoring our safety. Customer support has been able to fix any issues and have been helpful and haven't been difficult to deal with.

3 years ago

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Robert Middleburgh, NY

I did have one motion detector fall and one malfunction but other than that it is easy to install and to operate. They could improve the reliability of their sensors. I would say their customer support is good. They were very prompt and thorough with their help. Their hours are better than most companies, they are available almost around the clock. When the sensor fell, they immediately mailed me a replacement.

3 years ago

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Jennifer

The equipment is pretty standard but it has worked so far. It is a little more expensive than some other similar options that are similar but the company does a good job of support and it has been a good experience. I chose them because of their customer service. They always answer when I call, I don't have to go through a series of voice mail to get to them and they stay on the phone with me until the issues are resolved.

3 years ago

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Curtis Falling Waters, WV

I've only talked to the customer service a couple of times since I had the system installed and both times they were very cordial and very knowledgeable. They helped both times with the issue I had. They were very quick when they had installed the equipment. We've had a couple of time where the alarms did go off and their response is quick and everything just went smoothly. They are very reliable and I've neber had any problems with the equipment failing or anything like that.

3 years ago

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Karen Belleville, IL

I have had to interact with the customer service multiple times and get support from them. The alarm has gone off and they always call and the first thing out of their mouth is the alarm is going or say that their major concern is that you are safe and then to proceed on if they need to proceed and send somebody to diagnose what's going on. I've had no difficulties with any of the equipment. It was easy to install and it's not difficult to maintain. I like the flexibility to access the system through the phone.

3 years ago

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Verified Customer

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Richard

After doing research on the internet, I went with Frontpoint because it was relatively inexpensive. We have forgotten several times to disarm the system on the way back in and they call us. I have a sense of security knowing that the system works. When I bought the system, the sales rep answered all my questions and steered me in the right direction. It's easy to install and test, the instructions are very simple to follow.

3 years ago

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Harold

I would recommend them to others for sure, they are good at what they do, and we were really happy and pleased with them. We haven't had any problems with it, it's quick and works well. They are nice and sweet, they tell you what they're doing, and they really care about the customer. You can do all of it yourself, if you move you can take it with you. And, the prices are reasonable each month.

3 years ago

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5

I wanted a system that I could install myself and a system that had cellular connectivity and the system was very very easy to set up. All the times I've called them, it's been a prompt response transferred to tech support if necessary or billing if necessary and they were able to solve my problem immediately with one phone call. The equipment seems ot work very very well. It's easy to use and just very good equipment.

3 years ago

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5 Morganton, NC

They've been extremely responsive to many questions I've had. They've been very proactive and called me and checked on me when I first bough the devices. They're just very customer oriented. The system is easy to use and easy to set up. It's very user friendly. It's been a veyr pleasurable experience. I've worked with other security companies but I felt a little more power and yet supported by Frontpoint.

3 years ago

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5 Romulus, MI

Anytime I have a question or if I'm concerned with something, I receive a great deal of concern from the customer service. I feel like it comes from the heart and their very patient. They're very patient and knowledgeable and if I have some concerns with someone coming into my home, they've given me some suggestions that would help me find out exactly how they're entering. I think it's very updated equipment.

3 years ago

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Cory

Great experience so far....it's been about six months, I've needed to call in a couple of times and they have always been very helpful, There are multiple adjustments that can and should be made on the camera frames, movement detection %'s and multiple boxes within each camera. Knowing that I going ito the call and the rep taking time and patience to walk me through each step proved to be a good learning experience and thoroughly setting my system to my preferences was very good.

3 years ago

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Stephanie

I am using Frontpoint in a very simple fashion. But initially it was very easy to install... the sensors - the door lock was a whole other issue. They probably should mention there is no door handle on their locks, so you actually need TWO "locks" for the door - one for the actual handle and the other hole for the pin pad and lock. I also think their integrations could be better - i.e. more options. Frontpoint has the opportunity to be the central hub of the house. The eyes and ears of the house. But right now I have different systems with different log ins (Arlo for my cameras, Front point for my doors, Nest for my Thermostat).

3 years ago

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Stephen

The technician that I called was so helpful. I had to call two or three times for clarification and everyone I spoke to was very helpful. I had one issue with one of the senses and he explained it to me and everything worked out fine. The 3 or 4 times I called about issues like I wasn't hearing the noise every time the door opened, the explained everything on how to do it and it worked out well. I was very pleased and they were very patient.

3 years ago

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Benita

They were great to talk to and on point. They were right there if something went off and they called us and everything. Everything was taken care of right away. It was easy to install because we did it ourselves. The person we talked to was definitely well informed, very personable, and he definitely didn't try to sell me. He asked specific questions and then catered to what my needs are based on.

3 years ago

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Trenton Midland, TX

The only experience with customer service I had was one time my alarm went off and I was at work and I immediately got a phone call and I wasn't able to answer it. So they called my emergency contact and he was able to go by my house and verifiy that it was just falling off the way. It was fast and efficient and I felt safe when they contacted me. My only issue with the equipment is that the indoor cameras placed in my windows do not provide a clear picture at night which is what I was hoping for so that I can check my front and back doors at night before I arrive home.

3 years ago

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Lorraine

They have the best customer service I have ever dealt with in a security company. If I wasn't satisfied, they made sure they worked with me and I was passed on to another customer service person and they did everything they could to keep me as customer. I appreciate their customer service. The only problem that I have is the voice box can't go up very loud so we cannot hear in the back of the house if someone is here in the house. The alarm won't go up loud enough for us to hear.

3 years ago

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Chelsey Spokane, WA

They had really good reviews and the price was good and I liked that I could more easily pick and choose the devices that I wanted. The one time I called because I needed something they were really nice and explained the issue to me and sort of made sure I had everything I needed. It works really well the one thing is that some of the equipment you stick on the wall and the stickies aren't super great.

3 years ago

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Don Dallas, TX

It appeared to be one of the best out there and it was a self installation so that's why I chose it. I wouldn't say it's pricey but I don't think it's the cheapest self installation out there but I'm okay with that. I've not had any issues with customer support and every time I've called for assistance the services have been friendly, prompt, and thorough.

3 years ago

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Eduardo Bethlehem, PA

The monthly payment is a little high and the equipment is not cheap but at competitive prices with the competition. They are very knowledgeable and patient with the clients. System works very well, we shall see when the batteries are due how much we will need to spend and how often. The installation was easy and the tech support is great. I wish they were a bit cheaper but the fact they work through the cell system and do not depends on Wi-Fi is a great advantage. The app works like a charm and the features and controls are easy to use.

3 years ago

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Kris

The customer service was really good. There was a couple of hiccups regarding getting connected and the payments. The control panel couldn''t connect at first to the towers so they sent another part. It turns out the part wasn''t the problem but the backend code or something like that. Also, since I''m from Canada I thought I was being charged in Canadian dollars but after one bill I noticed it was American. I called and they rectified the problem immediately. As for improvements, I would have liked to have the touch screen panel but they were sold out and I wish the phone app was more versatile. I tried making scenes for the system but it doesn''t seem to work. Overall, I''ve been happy though.

3 years ago

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Robin Wilcox Waldorf, MD

I feel safer with FrontPoint. Recently, there was an alarm that we thought was a false one, as one sensor in a window went off. The police thought it was a false alarm when they arrived before I got back to the house. My key wouldn''t work in the front door, so I had to go around to the back door to get in. I''m sure now that the window sensor didn''t just fall down accidentally, as the front door lock had something jammed in it. I am certain FrontPoint saved me from a break-in.

3 years ago

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Debra Olathe, KS

The gentleman was very informative and very customer focused. He gave me a lot of comparison information with other companies. He gave me background history of Front Point and was very friendly in general. The customer service is always responsive of what time you call. Everything has been good except we did have a box from the ceiling that had to be replaced.

3 years ago

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Anonymous Markesan, WI

Some of the sensors, especially the garage door sensors, I wish they had a longer range. I wish no matter what you are ordering, you could get a complete guide in writing that tells you everything you need to know. IT seems like every time I have a question about something, I end up all over the place. It takes me forever to find an answer to my question.

3 years ago

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Valerie

Anytime I've had any issues, they've been pretty good about responding and being helpful. Everything is good as far as the equipment and being able to set it up and utilize it pretty easily. The only thing I would say is that it tends to be harder to use on older houses with bigger door frames and I think their control panel could use some updating. The doorbell camera is very easy to use and we like it a lot and how it integrates.

3 years ago

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Nelcine M Miami, OK

Customer service was exceptional and they follow through with everything that they did at the very outset. The technichians were certainly knowledgeable and could easily break it down for me to understand what they were saying. I got one tech that used a lot of jargon that I needed help understanding. I still don't have the video cams working and I was never able to establish a bluetooth connection with the base. So we still don't have a video monitoring working even though we are paying for it. I'm still getting "needs attention" on a couple of the devices and then you don't know what's wrong and then you have to call FrontPoint to figure out how to fix it. They're really good with sending batteries when you need them or following through with the questions I've had. I'm considering putting a system on my own house. I wouldn't need the video monitoring, but I'm considering getting it.

3 years ago

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Harsh Santa Clara, CA

They were very good in explaining how it would go with setting up the entire system and all the components, the pricing, and what is included. The process seemed very transparent. It was very very easy for me to set it up all by myself. The instructions are very clear and the packaging was very convenient to open up. Frustration free and I was able to set up all of it within a matter of an hour or so.

3 years ago

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Kalub Stutts Houston, TX

I have liked the service overall, the customer service is great as well as the calls for when alarms go off. I do have a few minor issues, sometimes the alarm setting seems a little off, there have been several occasions where the alarm has gone off immediately on entering my home even without no entry delay being set (without me double clicking the arm button and not hearing the audio cue). Secondly the call center doesn't seem to know which of my alarms is going off by the names I put in the app calling them key chain alarm or something. Lastly it would be nice to be able to switch the volume of the alarm from the app instead of having to go online.

3 years ago

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Michelle Martinez Stockton, CA

My experience has been very pleasant, I like their rapid ness when my arlarm is triggered even when it's a false alarm. I like how friendly the representative are when you receive a call from them and their level of experience when you ask a question. I would like to see in the future a panel with better functionality like being able to see camera or doorbell footage.

3 years ago

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anonymous Fairfield, CA

There were issues with some of the sensors and I don't know if it's a procedural thing to, to diagnose the system but instead of just fixing the problem by upgrading and one of the sensors which had a long range between the door and the control panel, they wanted to try and diagnose and trying to fix the issue by resetting the system instead of just replacing the sensor. It was easy to install.

3 years ago

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David Bellmore, NY

We chose Frontpoint because I like the ability to be able to monitor from my phone and it just seemed like the whole user experience in the feedback that was provided by other users was what was overwhelmingly positive. Anytime my alarm has gone off by the smoke detector or the motion sensor door tripping, they called me within thirty seconds. I've had a very good experience with them so far and I would definitely recommend them

3 years ago

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Justin Bothell, WA

It was easy to install, and it's connected directly to the security system. It's got its own WIFI card or cellular card, so you can connect right to the police or medics or whatever. The website has a lot of features that the app doesn't, I think they need to add those to the app. I can send them a work ticket and they respond within a few minutes.

3 years ago

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Pamela Chicago, IL

I like the actual security device and that it is wireless. The first time I Called they answered within 2 seconds and were very understanding. They knew exactly why I was calling, the service was very fast, and I had just gotten robbed, so it was good. I called about a broken part and they took care of it right away, they wanted to charge me for shipping on a broken product, but it was still very good.

3 years ago