Frontpoint: Read 3,202 User Reviews From Real Homeowners

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Sundara Sampath Dublin, OH

3 things...Shipping-Cost/Customer-Suport/Monthyl-Cost...for the customer who are with you long term, please do free shipping when they new security products & 2nd one I noticed there is communication gap, when my contract was extended Customer support person promised me extending my contract for addition 3 years will cover all equipments under warranty, but when one equipment failed I was asked to pay the cost for the equipment, when I explained they could find only my contract extension, but not find the note of my warranty. & 3rd consider lowering the monthly fee after 4 years of service, it would be helpful for customer who are with you for 4 years.

4 years ago

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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.

6 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.

6 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.

6 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).

6 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.

6 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.

7 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.

7 years ago

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Anonymous

There were many other similar companies, but Frontpoint had just incredible customer service reviews, which was really important to me. That's why I went for it. I'm happy with it. Whenever I had a questions or if an issue came up, there was always someone there to answer or to walk me through the process of solving it. One thing I would like would be to have more than 1 email address attached to the app on the phone. Right now we have one address that all family members have to use, so I never really know who's coming in and out of the house. Everyone just shows up under my name. It's also more expensive than other similar options out there.

7 years ago

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Anonymous Nokomis, FL

I was going to go with another company that was less expensive and had a month to month payment system, but I found out that they were having some security issues. After that I didn't want to go to ADT because I had heard they were just too big and weren't as good as they used to be. In the end it all came down to Frontpoint. They've pretty much been there every time I've called. I haven't had to wait and they walked me through the process of setting the system up. They're really good. I assume the equipment is as good and sophisticated as any other company I looked at before. It has this system where, if the power goes out, everything will keep working with the backup batteries.

7 years ago

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Sonya Parker Palmdale, CA

I went with them since it's easy to get on my phone to check on things when I commute. Every time I've called them they have been there to help me. They were very helpful when it came to setting up my camera and some other parts of the equipment. Some of the people there know more than others though. The equipment itself is kind of average. I mean, even though they have that snatch and grab system or whatever for damage control, some of their sensors don't work correctly. Still, they do a good job at responding quickly and sending out any parts you might need though. It just requires a little more equipment but it's very expensive.

7 years ago

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Daniel Denton, TX

I went with them because of the cost. The packaging that the system was delivered in is the best I've ever seen. The steps to set up the system were so clearly marked that I got one of my ten year olds to do it. I've had maybe two issues in the time I've had it. One was with the set up and the other one was with the ongoing maintenance of the system. Both times customer support was incredibly helpful though. They got it resolved on the first call. I think the motion detectors aren't very good though. You can just walk through the room and they won't go off. I'm a little disappointed about that, but the door parts are good.

7 years ago

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Sandra

My initial contact with the person that sold this to me was very good. He was very thorough, helpful, and knowledgeable. I felt really comfortable with what we spoke about, so I just decided to go with it. Since I got it though I've found that there are other services that are cheaper. The one problem I have is with the buzzer or noise that comes on when anything happens. If the door opens or a sensor goes off, the sound will come on and upset my dog. She goes crazy whenever she hears it so we've had to shut off everything that makes that noise. That's very unfortunate, I wish they had a different alarm that wasn't so offensive to my dog's ears.

7 years ago

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Celene Rivera

I did a lot of research online before I purchased a home security system and they were pretty much the best service. The machine works in a way that, even if someone breaks in and tampers or damages it, it will still send out an alert and notify someone. If an alarm goes off, they're always quick to call and make sure that everything is ok. We always know right away if something happens in the house, where it happened, and why. The only thing is that, whenever we do need to call for the police, they take a while to get out here. I don't know if that has to do with Frontpoint or with the police department itself, but it'd be better if they were faster. There have been several instances where we need to cancel our service because of external reasons. They never give us a problem or make us pay in advance whenever we have to terminate our contract, even if we're in the middle of it. We've done that 3 times already actually. Whenever we get back to a point where we can get home security again, we always choose Frontpoint.

7 years ago

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Angela Upshaw

I had a break in right before getting Frontpoint and the person that I talked to expedited things and got me the equipment overnight, all free of charge. They let me have it all on a trial basis for, I believe, 30 or 60 days. After that I ended up having to move to a new apartment and had to cancel the service and send things back. Once I was relocated I decided to come back and get the service again since they had been so kind and understanding. They were just very reasonable and didn't give me any hassles when I signed up or when I needed to cancel. It all works great. The set up was easy to do and it has all been very reasonably priced. The only problem I've had is that the adhesive on one of the pieces is coming off of the thing. I do think they should add a security camera to their base packages, I had to get that one separately from a different company.

7 years ago

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Perry

I'd like Frontpoint to check in with me once in a while for a 'security review' of my home. Am I getting the monitoring I want/need. Sometimes I feel as if I have the hardware, but that I'm not being monitored. A call to check in once in a while would be nice. Also, I've called several times because I want an 'outside siren'. Frontpoint needs to broaden their alarm device inventory to include things like outside sirens (which local law enforcement tell me is the 'only' thing that frightens away intruders). Also, I'd like outdoor cameras, but the monitoring price becomes prohibitive. I think Frontpoint is priced high for the value, and, at the end of contract may consider other monitoring companies.

8 years ago

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Mike

We've had some trouble with our equipment. Most of the people are very good and take care of you, but every once in a while you get a bad one that doesn't want to do their job and you got to kind of nudge them along. They used to call you if there was a problem when you were away from your residence, but it's all gone electronic now and you don't talk to a person. I don't know if that's the best thing or not. I think they ought to be a little more personal.

3 years ago

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Kathy Michigan City, IN

Always have good customer service. They are prompt and know what they are talking about. They are helpful. It always works. There hasn't been any breakage. You can cover your whole house and most of it is done with a cell phone. My husband and I are both elderly and aren't cellphone uses so we have a remote. It is valuable to know your home won't be burglarized.

4 years ago

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Christle Granger, IN

I chose frontpoint because it is self installation. It is easy to do. I have had some issues with the sensors. They are not cheap and I think they could do a better job replacing the equipment if it is faulty. I have moved to two different locations and have used frontpoint in these locations. There have been newer technologies released since I started with them and I have not been offered upgrades and I think for fifty dollars a month I should have the highest technology monitoring my house. They are pretty good with their customer service and the monitoring is great though.

4 years ago

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Anonymous Pound Ridge, NY

Support is always responsive and polite. They know who I am when I call. Installation is simple. It functions well, the way it is supposed to. It has lasted four plus years on the original batteries. I think they should include the app in the standard subscription because it being in the premium subscription leaves people feeling underwhelmed with value.

4 years ago

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Peter San Francisco, CA

The best part is the ease of use with the app. Their customer service has always answered all my questions. Sometimes the battery on the on the command center unit or whatever it's called the control panel or the control panel don't last that long or there's a failure so that's something that they should working to. Also, some of our sensors don't always work.

4 years ago

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Trien Houston, TX

I went with Frontpoint to be my business' security system because they have a lower monthly payment than other companies. They are usually very attentive when I call and they answer my questions with no issues. We had some initial issues with the sticky stuff they provided to mount our base, but we were able to figure it out with them. I really like the app they have to monitor and use the system. I wish they had a better system for billing invoices to businesses.

4 years ago

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Bob Daffara San Diego, CA

We have had Frontpoint for 4 years and they do all of the things you would expect from a security firm, monitor the home when the alarm is set and give you a quick call if the alarm is activated.But, the do more when we changed internet providers one of there associates walked me thru resetting my cameras. This was no small feat, I worked on it for several hours before I gave up and called Customer Service. With in 10 minutes both my cameras were back up.

4 years ago

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Jerome

Their customer service people skills are really good. They are knowledgeable in what they're doing and what they're dealing with. The only thing I don't like about their equipment is that they don't have the software to adequately keep the equipment up to date. My only suggestion is that they update their system and cameras to be in a much better position.

4 years ago

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Heidi

The cost and ease of installation is why I chose them. It is not connected to a hard wire. We don’t have to pay the perpetual monthly maintenance like we did with our last system. Customer service is pretty decent. I think it is a decent company though there a couple of things with the compatibility that would stop me from rating it the highest. I wouldn’t mind if they reached out periodically to tell me about possible new tools or features.

5 years ago

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Anonymous Omaha, NE

I like to be notified when the door is open and I also like that I can turn on the features that show that when I'm at home it has a different functioning than when I leave. My system worked relatively well. There are a couple of things that I don't like - the sensors aren't working exactly correct. They are always responsive and I think it's a good value for my money. I would like to hear from them more often- like to get more updates or information on anything that's new out there because I don't really get any communication from them.

5 years ago

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J Greenwell Springs, LA

Recently I've had a problems with the battery and I think there should be some type of indicator to let you know that the batteries are going low I like that its wireless. Whenever I have to call them, they call back right away. When the batteries are going low there should be some kind of indication and they should offer more equipment that links to the system.

5 years ago

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Aron Rhoads

I really like what Frontpoint has to offer and how you can ala carte add additional things to your security system at any time. The only problems I have had is the alarm is sometimes disarmed in the morning even though I armed it and the adhesive for the door sensors fell off our basement door one night and set the alarm off at 3am. These don't happen very often, but I do wish they could be addressed. Overall I like the service I am provided.

6 years ago

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Matthew Park

Customer service and service of product is great. Account management needs help. Both my brother and I were constantly called for 3 months to pay a bill for the hub that was returned after our house caught on fire from a lightning strike. The representatives confirmed they received the hub for 2 months after verifying, however the phone calls and emails kept coming.

6 years ago

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Cynthia Tanyan

Overall I've been satisfied. What I like best is the customer service- speaking to a human is easily accessible whenever you need it, unlike some other less expensive services. The accessible customer service is why I chose them. They seem to have a policy for a representative to repeat back everything you say when calling in for support, gets a bit annoying. But overall I appreciate them being there when needed.

6 years ago

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Stacy Linden, MI

They've been helpful every time I called in when I got the system. They've been very helpful. When I move, i can take it with me. It's not hard wired. It goes off of the internet. If you could change the tone when you open the door. It's fine to be loud when I'm at home by myself but when I have to take people in and out all the time if I have a party, I have to call in to get it turned down. It would be really nice if I could just turn it down myself via an app or from the control box or something because then I have to call to get it turned back up.

6 years ago

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Danielle La Junta, CO

The self-setup is easy, it's more convenient than having a company come in. Every time I've had a question or some type of a technical issue, customer service has been phenomenal and helped me address the question or issue. I'm pretty impressed with the customer service overall. Everything seems to work very well. Every now and then there seems to be a glitch, but anytime that happens, customer service is very helpful in finding a resolution to the problem. I like a variety of convenient options that help you customer the system the way you want it.

6 years ago

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Ralph Jacobson

Overall good. Easy set up. Reasonable pricing. Good customization options. Easy app. Was MISLED on pricing of app. After purchase the app functionality disappeared and I was then told I would have to subscribe to the more expensive plan in order to continue the app feature availability. The new price was more than double the cost. I kept my cheap rate and can no longer use the app. Pretty weak trustworthiness.

6 years ago

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Mark

I choose them based off the pricing and what they offered. It seems to be very good quality, I haven't had any problems with it. I like having the security and knowing that I am protected when I am there and when I am not there. I would suggest that they let you have more than one option for a password because it can be confusing sometimes. They are very responsive.

6 years ago

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Anonymous

They were very helpful every time I contacted them and I didn't have wait long. I have had too many problems over time. I understand it might be because my system. I was probably one of the first customers to switch to the new hardware and equipment they were providing. I would say that they do trials before deploying something new to customers, especially when they introduce new firmware upgrades.

6 years ago

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Brandon

Thus far very impressed- I did have a unit that malfunctioned and was under warranty which Frontpoint gladly replaced free of charge. Their phone agents are generally helpful, but I ran into an issue with them having limited technical support available afterhours/weekends- that they NEED to change, no customer should have to "wait until Monday" to speak with anyone technical or sales at an alarm company- perhaps it might be a good idea to cross train more senior members of the staff to be able to fill both billets on off/weekend hours.

6 years ago

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Jennifer Navarre, FL

We like that we could monitor without the wires and stuff like that. Whenever I've dealt with them the representatives were fine. It's a little pricey. We could have gotten the same type of equipment for the same price. As much as we don't actually disarm and stuff and we don't use the monitoring, we probably really didn't need to pay as much as we did for a service like that.

6 years ago

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Kenneth Woodbridge, VA

The DIY approach made me feel comfortable with the equipment, it looks solid and set up was easy. Customer service is great. They are very helpful and thorough in answering questions, there is rarely need to be transferred to another department. The equipment is really easy to use and it offers a wide array of features. The app helps you feel connected to the system. I do think there is a little room for improvement in terms of cameras.

6 years ago

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Avery

Customer service is responsive, but I had a significant issue when trying to cancel my service with the agent. They had not made it obvious that the contract was 2 years long and they refused to cancel my service. Either I had to pay $1,000 up front or continue to pay for 2 years. This did not give me a positive experience and I will be discontinuing the service and find a more flexible provider.

6 years ago

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Sean

I nearly did not go with this company due to the pushiness of their sell reps. Their employee, Vladimir Oakley should not be talking with prospective clients. Ultimately I did talk with someone different and based on the good reviews elsewhere I decided to go with Frontpoint. The customer service since signing a contract with them has been very good.

6 years ago

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4 Pittsburg, CA

I liked the way the sales person was able to guide me through the process. I'm having a couple issues that are repeating and I don't feel like the person was supportive and cared more about resolving the issue then listening to what the issue was. The equipment is okay. The features are kind of lacking as far as certain things that the use would want to use overall. But it's easy to put together and set up. The sticky stuff that holds the sensors keeps on coming off so they should come up with new tape. It's kind of annoying to keep having to call back or put stuff back up.

6 years ago

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Barbara

I bought the system because of the easy of the installation process and the cost on it also. Everyone I've dealt with from customer service was very helpful. The system is easy to use. The only problem I've had so far is just when they took out the monthly charge like three times in the same day, but they refunded it right away. Fortunately they caught the error themselves and corrected it so that was nice.

6 years ago

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Jessica Springfield, OH

I have a pet and the pet definitely set off the motion detector every day so I've stopped using it. I thought it was the best deal for the most equipment and customer service at the time. Customer service is extremely responsive. I would mention that the mobile aspect is not complimentary included; that was not mentioned to me, I thought it was a great thing and then it just went away.

6 years ago

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Brenda Tampa, FL

You can get ahold of them twenty four seven and everybody's been very helpful. I've had two things happen. And it's typically with the glass breakers. I was out of town and at one thirty in the morning, one of the glass breakers fell and the police came and woke up all my neighbors. And maybe it's because I don't know how to put them up but they don't afix them to anything. The other equipment has been great, but the glass breakers have not been great for me.

7 years ago

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Mary Bear, DE

The people working there seem to work well with us. Every time I called, I had no problems and they helped me out with everything. The equipment is easy to install, I've had no problems with it to this point. Everything has been pretty good. I wish I could just set up any camera to go with their system. I was trying to get another family member with them and they can't seem to give me the same deal as mine and I can't understand why.

7 years ago

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Nick Toney, AL

I think they do a pretty good job reaching out to make sure that any time the alarm goes off, they give us a call checking to make sure everything's alright. Anytime I've called in for any kind of tech support or anything they're very informative and very professional which I can't say all companies are like that. The system is easy to use, easy to install.

7 years ago

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Unity

My motion sensor kept picking up my cat, and now I haven't been able to use my motion sensor. One downside to the company is that because it's a self install you might feel like I don't know personally I feel a little intimidated or just not really ready to handle the actual systems unless I was equipped to work with the devices when there's a problem.

7 years ago

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Ricardo Vacaville, CA

They have been very responsive to anything that I need. I've had a few issues with the box. The first one that arrived was cracked so I had to send it back and they sent me a new one and then about a month ago, the box I had stopped working so they have to send me another one but I'm pretty pleased with the way it works and with the customer service.

7 years ago

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Sekeeta Olive Branch, MS

Customer service was very efficient. I don't have to wait long to talk with them and they were knowledgeable. I generally get the same answers unlike some companies when I call and every representative I talk to tells me something different. I don't like the portable system. I would rather have it attached. The motion detectors are not as sensitive as I would like them to be.

7 years ago

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D Gene Katy, TX

Getting some of the individual devices into the program is somewhat difficult. I had a system from another company that uses Simon XT and I thought I'd be able to use all those sensors, but I was only able to use the motion sensors. So, I had to buy new sensors for the doors, windows, and instead of it costing me $200 it cost me $600-$700. I haven't had any issues with them, and I would definitely recommend them. I think they are an outstanding company.

7 years ago

Frontpoint Reviews

Summary of Reviews