Name: Frontpoint
Rating: 4.1

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Verified Customer

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Michael Harlem, GA

Every time you call customer service, there is a very helpful and friendly person there to talk to you. It is very easy to use and I even set it up myself.

5 years ago

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Verified Customer

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Mike

After speaking with the salesman, I was convinced to give this a try. The customer service has been able to solve my issues and the product is easy to use.

5 years ago

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Verified Customer

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William Florissant, MO

I was confused about the monitoring capabilities. I thought we had the capability to monitor and manage the status of the system with our cell phone and it turns out you have to upgrade to that for an extra $10 a month.

5 years ago

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Verified Customer

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5 Stuart, IA

I was able to install them myself, so I didn't need a stranger to come in. Customer service was extremely knowledgeable and helpful. The devices are good quality.

5 years ago

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Verified Customer

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Kaycee

Good customer service, however the touchscreen unit needs some upgrades, it's very basic and will not let you upload photos as it says it does. Only poor quality photos when most phones use 1080p these days.

5 years ago

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Verified Customer

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Don

No breakins since installed, so that's good. Overpaying for plan they sold me since I don't have/need/ or use crash and break, flood etc. Would like to have just basic monitoring

5 years ago

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Verified Customer

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Josh

They are a good security company. It would be very helpful if they integrated with HomeKit or other smart home things, but their app is pretty decent.

5 years ago

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Verified Customer

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Jeanetta Stegall

My hub (main box) has malfunctioned 3 times. Although, the customer service tech took me through the steps and the problem was fixed, I was told the 1st 2 times that the problem should not occur again. It did.

5 years ago

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Verified Customer

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Dillon

Everything is wireless, and the customer service is really good. They're nice and friendly. However, the keypad is excessively big, and the door detection doesn't work on every door.

5 years ago

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Verified Customer

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Gary

Any time I call in, they take care of me right away and give me good service. I had some bulbs that didn't work and they sent me out some more, but normally it all works fine.

5 years ago

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Verified Customer

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Judith Calabasas, CA

The technical support made it easy for me to set it up myself. The people on the phone are very helpful. It consistently works and I have never had a problem.

5 years ago

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Verified Customer

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Anonymous Clarksburg, MD

They were very helpful in the first stages of installation. It is very efficient equipment, but the cables are everywhere so I had to drill holes in my wall to hide them.

5 years ago

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Verified Customer

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5

It's very very difficult to get ahold of technical support during the week or weekend. The system is pretty reliable and even if I drop it, it still works.

5 years ago

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5 Holiday, FL

They called one time in the middle of the night and one of our sensors had fallen off the wall and the alarm went off and they were just really nice about it.

5 years ago

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Verified Customer

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4 Nazareth, PA

The set up was really easy so I didn't really need to call anybody. Most of the components seems to work. Out of everything I have, I have one component that continues to fail.

5 years ago

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Verified Customer

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3

I got a smoke detector and it keeps saying that there's smoke. And I guess the battery was dead but you can't change the battery because it's not like a regular smoke detector so I'll have to pay for a new one and I don't like that.

5 years ago

Reply from Frontpoint

Edward, all of your equipment is covered under your limited lifetime warranty so we would like the opportunity to make this situation right. At your earliest convenience, could you please private message us with the name on your account? Thanks for your feedback and we hope to hear from you soon.

Feb. 13th, 2019

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Verified Customer

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2 Lusby, MD

I called to ask for information because I didn't understand how to turn the camera on in my house and everyone seemed to say that I needed something but no one seemed to provide information that would make sense to me. The equipment is not self-explanatory. The only problem is that it's not very efficient. The sticky things fall off the windows all the time. There is always something going wrong and there is no one there to help assist you.

5 years ago

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Verified Customer

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Emily

It is really easy to install and replace. I heard they had the best customer service and every question we've had has been really answered and we've always talked to a human.

5 years ago

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Verified Customer

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Dap Miami, FL

Customer service's response times are minimal, and they seem to be very knowledgeable. Some companies' technology may be a little better as far as their screen and things.

5 years ago

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Verified Customer

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Michael

Customer service did everything they needed to and explained everything they needed to explain. I wish the price was lower but other than that it is all good.

5 years ago

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Verified Customer

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Emily

I wish the home access panel was a little smaller. Customer service always got me what I needed quickly and every time I called in I got through immediately.

5 years ago

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Verified Customer

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Andrew

I have had a few issues on my end related to the software. They were very responsive and clear in their explanation and very warm and friendly as well.

5 years ago

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Verified Customer

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Martekei

It is easy to do yourself. I have had to send some equipment back but they did replace it for me. Customer support had kind of a long wait. I think people who have multiple accounts should get a bigger discount.

5 years ago

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Verified Customer

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Benjamin Maricopa, AZ

The price, online reviews, and salesman were all really good. our biggest thing we don't like about them is their customer service. They don't have 24/7 support. We have had a couple of minor equipment malfunctions but overall we are satisfied customers. There are some bumps in the road but they have been good about working through them.

5 years ago

Reply from Frontpoint

We appreciate you taking the time to share your story with us and ask that you please let us know if there is anything we can ever do to assist you in the future, as we are always here and happy to help you.

Feb. 13th, 2019

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Verified Customer

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Elizabeth Mitchell Randleman, NC

The only thing I don't like about the system is that you have to be billed automatically. The problem was fixed but I was charged 4times for the same month. Don't like someone else having access to my bank account.

5 years ago

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Verified Customer

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Anjan Baruah Jacksonville, FL

So far happy with the service, but it would be better if they explain to the customer about small details regarding sensors , glass door break sensory clearly from the beginning to avoid future confusion

5 years ago

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Verified Customer

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Diane

Great experience. It was easy to set up in home ourselves. Have not had any problems. We bought mainly to keep teenagers IN while we sleep and no friends sneaking in.

5 years ago

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Verified Customer

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Sydney Calloway

Great customer service. One time my smoke detector fell apart and the agent was very patient and helpful with instructing me on how to put it back together.

5 years ago

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Verified Customer

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Morgan

Overall, it's pretty good. There was a small issue when I tried to swap the equipment because the equipment sent to me wasn't compatible. The first response was kind of slow, but the second time is better.

5 years ago

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Verified Customer

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Maria Brown-Jimenez

I like the system overall.The app. is great. One big thing is the camera. When you are trying to speak and then hear what the person is trying to say there is a big lag and it is impossible to communicate.

5 years ago

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Verified Customer

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Alfreda Virginia Beach, VA

We have had experiences with faulty products. Our smoke detector would randomly go off, and the chimes on the door would work only sometimes. Sometimes when you call customer service you will get a straight answer, other times they put you on hold.

5 years ago

Reply from Frontpoint

We appreciate you taking the time to share this feedback with us. We are going to have one of our Support Supervisors reach out to address your concerns and make sure you are fully taken care of. Thanks again and we look forward to speaking with you soon.

Jan. 18th, 2019

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Verified Customer

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Laura

Frontpoint provided what I needed at a price that I could afford. They seem to always be there and patiently help me out. I have had to send equipment back several times because it didn't work.

5 years ago

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Verified Customer

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Kim

I had trouble hooking up the service myself, but they were very eager and willing to help. They are very knowledgeable of their services and products.

5 years ago

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Linda

From the initial point of sale, I was supposed to get certain discounts and free months and they still have not given me that. The camera goes out when it gets really cold and it's supposed to be good below zero.

5 years ago

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Verified Customer

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Luigi

There is very good communication with the personnel. I am having a little bit of a problem with one of the remote keys. But they have very good customer service and that's very important to me.

5 years ago

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Verified Customer

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Rahsaan Belleville, IL

I've been calling several times because it wasn't working properly. They let you install it yourself and some of the stuff that I put up on the way fell off and I can't get any help with it, so I really want to get out of this contract. If I would have known there was a contract, I wouldn't have signed it. The system isn't working properly. They should have better customer service with people coming out to check to make sure the system is working properly.

5 years ago

Reply from Frontpoint

Thank you for bringing your concerns to our attention. It is important to us that your system works exactly how you need it to so we are going to have one of our Escalation Specialists reach out to address your concerns in detail and make sure you are fully taken care of. Thanks again and we look forward to speaking with you soon!

Jan. 15th, 2019

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Verified Customer

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Anonymous Nashville, TN

They always answer promptly. If there's ever any problem, they're always very kind and able to help. The system is easy to install therefore we had no problem.

5 years ago

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Verified Customer

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Sandra North Augusta, SC

I called in to the customer service and they're always able to answer my questions. The equipment is good but I have had a problem with one of the sensors before.

5 years ago

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Verified Customer

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Jessica

Terrible. They were deceptive when setting up the account, the sales guy sold me way more than I needed and did not inform me that in my area the police will not come to an alarm. Instead the alarm company will send a security guard at $50 or more to my property. Their customer service is 50/50 at best. You will either get someone who knows what they're doing or one who acts like they've never seen the alarm system before. They obviously don't train they're people at all. As soon as my contract is up I am canceling. I will NEVER go through this alarm company again, and if I could go back in time I never would have signed up with them in the first place. Truly a terrible company, I could never recommend them.

5 years ago

Reply from Frontpoint

We first want to sincerely apologize for any negative experience you have had with us, as that is far from our goal here at Frontpoint. We would like the opportunity to look into your account and make this situation right. At your earliest convenience, could you please private message us with the name on your account? Thanks for your feedback and we hope to hear from you soon!

Jan. 15th, 2019

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Verified Customer

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Elizabeth Latimer

I have to rate front point only average. Their product is great but their people experience is terrible. When I installed this system I ran into a snag I didn't understand. I called front point and was told 'you install it yourself and don't call Me'. I was angry and still am angry to this day.

5 years ago

Reply from Frontpoint

We first want to sincerely apologize for the negative customer service experience you had with us, as that is far from the quality of service we aim to provide our customers. We are going to have one of our Escalation Specialists reach out to address your concerns in detail and make sure you are taken care of. Thank you for bringing your concerns to our attention and we look forward to speaking with you soon.

Jan. 15th, 2019

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Verified Customer

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Richard Laredo, TX

Their customer support is very good, they're easy to talk to and they don't lie to you; they tell you what it is that's it. The electronic from the equipment is very good. The sticker that used to hang them up they don't last very well they have the tendency to fall off and cause the alarm to go off.

5 years ago

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Verified Customer

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Andrew Candler, NC

It's just been great. I'm happy enough with it, it's been a good investment. When I first got the equipment, I did have a couple of questions and they were very helpful, helping me resolve them.

5 years ago

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Brian Saint Paul, MN

I've been fairly happy. I think the equipment is good but it has some limitations as far as using the sensors and equipment in various manners. They're very good at responding to questions and solving problems.

5 years ago

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Linda Dallas, TX

I thought they were uniquely different. They really need to be able to help with installation, not everybody is able to self-install. Also whenever the WiFi is able to be compromised, security is compromised.

5 years ago

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Verified Customer

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Kent Franklin, IN

I chose frontpoint because of ease of installation and cost. I had an issue with the crash glass sensor and called and they came running and pretty quick.

5 years ago

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Danny Decatur, GA

I chose them pretty much because of the install and it was competitively priced. The equipment is not the best. I haven't had any problems with customer service so far. They have never told me a lie.

5 years ago

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Verified Customer

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Anonymous Douglasville, GA

Every time I call I get my issues resolved in the first call. It's pretty good, it's wireless and it has a good battery life for all the wireless. The set up was easy to use.

5 years ago

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Verified Customer

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Teresa

They've been receptive when we've called with an issue but no one is perfect. They're nice and always very cordial. The equipment was easy to install and it works.

5 years ago

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Greg

For being a new customer for only 7 months is not good my opinion the equipment are horrible I had three faulty sensors + 2 false alarms on motion sensors but I will say customer service and sales are very good I am considering canceling my service and going elsewhere

5 years ago

Reply from Frontpoint

Thank you for taking the time to share your experience with us. We would like the opportunity to look into your account and reach out to make this situation right. At your earliest convenience, could you please private message us with the name on your account? Thanks again and we hope to hear from you soon.

Jan. 7th, 2019

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Verified Customer

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Glenn

The customer service is phenomenal. Depending on cell coverage it may take a second or two to gain enough signal strength to login to the FrontPoint app.

5 years ago