Name: Frontpoint
Rating: 4.1

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Verified Customer

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Joe Gulli Midlothian, IL

Ease of installation and activation, ease of keypad, additional items for sale for additional coverage

5 years ago

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Myron Carroll Conyers, GA

Their customer support is fairly knowledgeable and fairly responsive. All of their equipment works, and it's more compatible with my other devices.

5 years ago

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CKB Utica, NY

The system is easy to use. Fortunately we haven't had any incidents. But arming and disarming is user friendly.

5 years ago

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Anonymous

We did some research before signing up and they seemed the best for us. They've been very responsive.

5 years ago

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Tyler Pults

It's really easy to install yourself and set up. There hasn't been any malfunctions or problems or anything like that.

5 years ago

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V.G

They're quite supportive with the requests and issues that I have. Overall, I'm quite satisfied with the service.

5 years ago

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Ron Nichols Port Saint Joe, FL

I chose Frontpoint because it was rated as the best. Customer service has always reponded well to me.

5 years ago

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John C.

Just had my security panel replaced and the whole process was so simple I hardly had to do anything.

5 years ago

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Anonymous

I really like some of the advanced features, but the installation was not as easy as advertised and still leaves us questions on how well some features are working.

6 years ago

Reply from Frontpoint

We are sorry to hear that your setup took a little longer than expected. Please don't hesitate to give us a call if you ever have any questions or if you ever need anything at all. We've always got your back!

May. 21st, 2018

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L

Our system is so big and clunky. They should have at least offered the newer touchscreen one (even if it was more $) when we ordered.

6 years ago

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Lynette Otto

The system is working fine. The person that helped me set it all up stayed with me for several hours on the phone while we did it.

6 years ago

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Kasey Martin Dayton, OH

The equipment came all put together and ready to set up. They have also taken care of what I needed, they're very nice.

6 years ago

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Martrell Glass Ellenwood, GA

It's an affordable service. The equipment is good and their customer service is great. Their response time is good.

6 years ago

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Amanda Crews Williamsburg, VA

They are easy to get in touch with and they're always on point. I only wish that the system was designed better.

6 years ago

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Rizwan Khan Staten Island, NY

I went with it to get better pricing. The system is fairly decent. The only thing is that I don't think they are available 24 hours a day'

6 years ago

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Raymond Derico

I like the system and the phone app is great. They're always there to listen and take care of any problem.

6 years ago

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Rachel Hill La Grange, TX

I really haven't had it for very long, but they were very helpful when setting the security system up.

6 years ago

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David Cherry Black Mountain, NC

The system is reliable. Whenever I contact them, wait time is very minimal. They are always friendly and reliable too.

6 years ago

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Vanessa Washington, DC

Security system is okay but my motions continuously don't work despite tech assurance. I was also told when I signed up that I could split the system in to two zones and now I'm told that's not possible.

6 years ago

Reply from Frontpoint

Thank you for sharing this feedback with us. We would like the opportunity to make this situation right and help you. 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!

Apr. 3rd, 2018

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Verified Customer

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Bud Charleston, TN

I have found the customer service very good. They were not high pressure with the sell initially and very helpful for installing

6 years ago

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A.H.

I had some problems with the security system that were not resolved. The equipment itself has a lot of wiring and stuff that just malfunction.

6 years ago

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Caroline Darsey

I signed up because it was easy and didn't require any contracts. When we had a problem with one of the sensors, they just sent out a new one.

6 years ago

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Sadie Carlsen

I chose them because they had good reviews and good customer service. It's nice, I haven't had any problems with it.

6 years ago

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Anonymous

The services that they offer and the price that they have is good. I've had no issues with it so far.

6 years ago

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Anonymous

They have been very responsive and provided me with very good technical support. I'm very happy with the service they provide

6 years ago

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Gayan Abeynanda

We picked it because we found out it was pretty good and less expensive than other services. They're always available.

6 years ago

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Kevin Kazda

I picked it because of the convenience of it and the cost. The equipment is good and they have been very attentive to whatever we need.

6 years ago

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Mike Perez

The technology and the equipment seem pretty modern. It has some very exciting features and it's very responsive.

6 years ago

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Trevor Mansfield

It has worked well so far. The installation was easy and whenever I call they answer or get back to me in a timely manner. It's very cost-effective.

6 years ago

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Sandra Mccandless

My friends had this system and since I liked it, I got it. It's a good system, but the doorbell part doesn't work all the time.

6 years ago

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Sam Cumming, GA

It's easy to set up and easy to handle. Installing was quick and it went pretty smoothly. I haven't had any problems with it.

6 years ago

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Matthew Severna Park, MD

Their system works just fine, and I'm satisfied with it. Their ratings online were great, and I think they offer a good customer service.

6 years ago

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Anonymous Wheaton, IL

So far, it's been a good service. Their agents answered my questions I had about the installation, but besides that, it was pretty easy to do.

6 years ago

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Anonymous Oak Lawn, IL

Their customer support is very helpful when I had questions, and the instructions for the actual system were simple, however, I was quite disappointed with the product.

6 years ago

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Andres

I loved the price they had for the services offered. I wish they would guarantee their equipment for life or a longer period of time. Their customer service has a great response.

6 years ago Edited September 14, 2021

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gary Sherman

This review is focused on the kind of Company Frontpoint appears to be rather than its security systems (which seem to be fine based on my 4 plus years of service...the only reason they got 2 stars). Silly me deciding to move and discontinuing my service. Their 'save' team process makes the cable TV and cellular companies look like kindergartners. After having to surf the internet (no, not on their site) to find a phone number I got the usual 'try to save me' routine no matter how many time I refused. Then I was told I could only quit on line and they would have to send me a link. They send the magic link and guess what...more attempts to 'save' me. Then when they are refused you MUST agree to their cancelation policy...which FORCES you to agree to pay for an extra month of service...AFTER YOU'VE DISCONTINUED!! I you don't agree...YOU ARE UNABLE TO CANCEL. OUTRAGEOUS. Don't be fooled. Obviously Frontpoint is only concerned with their bottom line. This experience made me sorry I ever used them in the first place.

1 year ago

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Rachelle Detroit, MI

I liked this company for their prices, services, and subscription; however, customer service has dwindled in quality over the past year to the point where I have attempted to call over 10 times and been on hold for 1-3 hours without getting my issue resolved. I am beginning to think that if you want to cancel a subscription you will get a lengthy run around. The one time I did get someone on the phone in the past month, he said that he needed to send me to another department and again on the phone waiting two hours without a result. It has been one month, and I have just been charged again for a subscription that I do not need because I am renting out my home. UPDATE: I just paid 199.00 to cancel this service because I was told that I could have requested a call back that was automated. The recording on the system clearly stated that they are not offering call backs due to Covid. I do not have a confirmation email of cancellation. I was told that I have to wait until my last month of service. Yes, they charged me an extra month because they said I needed to provide 30 days notice. I tried to contact them for months. Frontpoint is not a trustworthy company. Do not trust them with anything that has to do with securing your home, or you will find a breach in the security of your wallet. Their customer service department is awful. I am suspicious that there is no cancellation and that they will just continue charging me. I will post an update later.

2 years ago Edited April 6, 2022

Reply from Frontpoint

Hey Denise, 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.

Jan. 20th, 2022

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Sumant Kumar Brampton, ON

I am a frontpointsecurity customer for 7 months now. The automation features are good, it does have hiccups where sensor misses and camera freezes but in general automation is good with z-wave device integration. Frontpoint can do so much better that they are now, hope to have better service and trust with them.

2 years ago Edited December 7, 2021

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David Tanaka Kihei, HI

I had a low battery indication on one motion detector. Tech support told me to replace the battery on the detector. (I did not know that once this happens the whole system becomes inoperable). It took me over an hour to take apart the motion detector to replace the battery. I got so frustrated, I thought about switching to other security companies that have better equipment. Half the tech support are almost no help at all. The fact that a motion detector having a weak battery will make the whole system inoperable and useless is mind boggling.

2 years ago

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Matt Senecal Southport, NC

I used Frontpoint for 6 years with no issues (positive or negative) but my experience with their customer service at the end was horrible at best, and fraudulent at worst. I sold my house and transferred my security system & service to my home buyer effective March 30 and both of us signed the transfer doc. When I was still charged for April and the account rep who processed the transfer did not respond I was forced to call customer service. My expected wait time was greater than 90 minutes and the computer asked for a number to call back. Two days later, I got the call back and explained my dilemma. Customer Service transferred me to account services to find out why the transfer didnt take place. That blind transfer put me 167th in line and, again, the computer offer to have a rep call me back. After another 2 days, I got a call back from customer service, not account services, and they suggested I just cancel rather than transfer. I had already been billed for April, even though the transfer was supposed to be effective March 30 and when I canceled, I was charged for May as well. Two big issues here: 1. Is a security company who takes 2 days to call back really the company you want to count on if you have a fire or break-in? 2. Is the account services group so unorganized that they lose paperwork and can’t respond to customers or is the transfer to the new owner recommendation the entry into a fraudulent practice to gouge 2 more months of service fee out an exiting client? This process cost me an extra $100 in addition to the time a frustration trying to close it out. And who knows what the new owner will have to pay to get the system started again.

3 years ago

Reply from Frontpoint

Hey Matt, 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.

May. 11th, 2021

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Rita Fredericksburg, VA

I've been trying for over a month to get someone to call me regarding the possibility of cancelling my contract. Their website has their customer service department closing at 7 pm on Saturday yet they weren't answering the phone at 6:15 pm on Saturday. The "chat" told me they shut off the phones due to the large volume of calls. Lame answer. The cost is almost twice per month what other companies offer and this is their idea of service. They're making my mind up for me regarding taking my business elsewhere.

3 years ago

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Leydi M. Bladensburg, MD

Thank God I didn’t write this review yesterday because today I was informed my autopay was processed 3x... Yes, Front Point autopay service was charged 3x. Such an inconvenience to my other responsibilities I have on autopay. Overall, Front Point customer service is awesome and efficient. I would recommend Front Point to family members and friends. I would also recommend them to not setup autopay.

5 years ago

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Dee Murfreesboro, TN

Have had Frontpoint 3 yrs now. Reliable customer svc. There is a problem now with their panel batteries. I am going on my 4th panel in 3 wks! Very frustrating and stressful. It started 3 wks ago with tampering alerts and the battery swelling in the panel. The battery feels hot as well. They sent panel #2, #3 that could not connect to cellular towers. After a week my battery is now showing no charge. CSR is now saying their battery is defective manufactured by another company. They are now sending my 4th panel....you can choose from a 1st generation panel or another type panel? Sorry Frontpoint I'm done. It's not worth the stress.

5 years ago Edited September 14, 2021

Reply from Frontpoint

We first would like to sincerely apologize for any inconveniences you may have experienced regarding those panel replacements. Rest assured, one of our Support Supervisors is looking into your account now and will be reaching out to address your concerns in detail and make sure you are fully taken care of moving forward. Thanks for sharing your feedback and we look forward to speaking with you soon.

Oct. 18th, 2018

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Ginny South Portland, ME

The customer service reps have been absolutely phenomenal! I really appreciate their knowledge and patience. The only thing I'd say is a negative about Frontpoint is the monthly fees compared to other companies. I wish Frontpoint would review that and lower their rates...

5 years ago

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David Mullins Denton, TX

Outstanding customer service and professional security monitoring of your home. No hidden fees or shifty sales reps “negotiating “ a better deal for you. What you see is what you get with FrontPoint!

5 years ago

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M. Cowles Parkville, MD

I made a big mistake entering into a contract with them. High-pressure sales to get the "deal". I thought the contract was for one year but then found out after I signed the contract was for three years. Their customer service was great at first, but as time went by it got worse and worse. Most notably, not following up after an alarm went off ever. Ours went off in the middle of the night when we were out of town. They were quick to wake us up but they never contacted us to let us know a resolution. We contacted them in the morning after a long and anxious night and were told to contact the police. It turns out there is a faulty sensor that we generally don't use. I try to contact them and have waited months for a reply. I am working to get out of the 3 YEAR contract I am trapped in currently. It is very slow and not going well. The two stars is because the products do work fairly well on a day to day basis. The door sensors do their job and I find the chime reassuring. The motion sensor is terrible but we have learned not to use it (after that disastrous out of town experience). The app is good for what we need and we use it a lot.

6 years ago

Reply from Frontpoint

Thank you for sharing this experience. We are so glad to see that you were able to working with one of our Support Supervisors and that they were able to address all of your concerns. Please let us know if there is anything else we can do to assist you moving forward.

Apr. 3rd, 2018

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Mark Withey Anchorage, AK

They lock you into a contract for 2-3yrs, $50. + a Month, Very poor tech support (Used 3-4 times), Unless you can talk to 2 or 3 level tech as 1st level is very bad, One time even 2 level did not know how to do simple things, Devices fail they replaced some, Then it takes 2 or more tech to get it to work, Then guess what out of the 5 we replaced 3 quit again, I get so tired of a unreliable system, There was 2-4 months we could not use it. It would go off intermittently in the middle of the night, it said Garage door was open and it was not I freaked out if I had not see my door in my security camera that it was closed WOW !! As soon as my time is up I'm going to switch, I spent more than $1k - $2K with the discount of a signup with a contract on the system, 4 Motions Dec, Indoor camera, smoke/fire, 15+ win/doorns, Deluxe panel --- You can only have 1 panel on the system :-( -- I almost put a 1 star rating it borter line 1-2 rating. (Just a note about me, I have trouble writing and do every few reviews because of it, But I use them when I buy stuff so I want to try and pass on my thoughts about my Frontpoint EQ, I installed alarm systems for 5+ yrs, Over 30+ yrs in Computers/Electronics and I just turned 60 yrs old)

6 years ago

Reply from Frontpoint

We appreciate you taking the time to bring your concerns to our attention. It is important to us that you always receive the help you need so we are going to have one of our Support Supervisors reach out to address your concerns in detail and make sure you are entirely taken care of moving forward. Thanks again and we look forward to speaking with you soon.

Mar. 19th, 2018

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Sammi Soutar

On Aug. 20th, 2017, I wrote a critical assessment of my experience with FrontPoint. Five days later, someone in their customer relations department contacted me by phone and email and, shortly thereafter, I received the refund I was originally promised. As a consequence, I feel it is warranted to update my rating of this company from zero to 5. I remain wary of how the service relationship will proceed from this point. After all, the promises made weren't actually kept until AFTER the company received negative press. Nevertheless, I will give them a chance to provide the service, both customer and security, that earned them a higher than average score in the first place and hope that the glitches I initially experienced, perhaps caused by poorly trained staff, will abate.

6 years ago

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Ernest Leggett Richmond Hill, GA

I have been using this company for approx. 7 years. Always friendly and helpful customer service. Equipment has always worked flawlessly. Would definitely recommend this service to anyone!!

6 years ago

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Linda Covington, LA

Love Frointpoint. Only problem I've had is that the motion detector in my kitchen keeps falling off the wall. Wish there was another way to attach it to the wall. I have purchased command strips, and it continues to fall off. Other than that I am satisfied with Frointpoint.

7 years ago