Frontpoint: Read 3,201 User Reviews From Real Homeowners

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Dana San Antonio, TX

Customer service is absolute garbage. I've been trying to reach someone through the customer service line for 2 months, but no luck yet. I've been on hold for about 12 hours collectively. I've entered my phone number, but nobody calls me back. I've tried every phone option. The ONLY one that connects is for a New Service - and they quickly transfer you to a different department that nobody answers - I've been on hold for 2.5 HOURS TODAY - and still nobody has answered. And BEFORE Frontpoint gives me the CANNED response to email them --- guess what, I HAVE AND NO RESPONSE.

2 years ago Edited December 30, 2021

Reply from Frontpoint

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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Jan. 3rd, 2022

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Ralph Watson

It was a good decision of mine. I installed it with no problem and it took not much time. It would be better to have cameras with higher resolution but in general it's ok.

3 years ago

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Kimi Lancaster, WI

This company is terrible. Had them 6 years and watched the service decline to the point of nonexistent try calling them and it is a 2 hour wait to talk to someone. Had an alarm go off in our home and they called us and got disconnected and they never called back, luckily it was a false or we could be dead. Watch there cancellation policy when you sell your home they push transferring on you and then don't tell you out right you will pay for it until the new owner transfers the service...they got a few months out of us on that fine print and would not even budget. STAY AWAY!

3 years ago

Reply from Frontpoint

Hey Kimi, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Jul. 8th, 2021

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Brian San Diego, CA

Lots of expensive equipment failures after warranty. First, and most expensive, my touchpad battery expanded and I had to get it replaced. Since it was after warranty, to get one at "no cost", I had to extend my contract for 2 years. Then, 2 water sensors failed, I replaced one and then decided not to replace the other. Finally, with one of my orders, I paid for a new yard sign, It was not delivered with my other products. It took me 3 calls to get them to send me one. It was like they did not believe me that a $3 sign was not delivered to me. Once my contract is up, I'm outta here.

3 years ago

Reply from Frontpoint

Hey Brian, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Apr. 27th, 2021

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Kadie Jonesboro, AR

I called up frontpoint for a quote. *Just* a quote following the suspected poisoning of my parrot. They called back, gave me the quote, then said "You don't want this to happen again, do you?" This was less that two hours after I watched my baby seize to death. So I agreed to buy from them. Once I entered my right mind, I tried to cancel. They put it off, promised me an extra week to decide. I called again a week later and I'm locked in for the next year. It is $400 to get out of a contract i was coerced into.

4 years ago

Reply from Frontpoint

Hey Kadie, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Oct. 21st, 2020

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Beth F Scottsdale, AZ

The first month or so everything was fine. Shortly there after the problems started. Last night was the final straw. Three times now in the middle of the night, the alarm goes off. It is terrifying being woken up to a blaring alarm. All three times, due to some type “ connection failure”. We also get notices all the time that something is offline. Each time our alarm goes off, it takes longer then it should to get a call from the monitoring people to see if everything is ok. I would not recommend this company or their product.

5 years ago

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Matt

The monthly is way too expensive compared to their competition and don't even think about getting the doorbell, IT SUCKS! UPDATE: They replies below asking for the name on my account to “make things right” and I replied back to the the next day with my name and have not heard a response in over a week. This was just a tactic to let others viewing this review think that they care when really they don’t follow through.

5 years ago

Reply from Frontpoint

Matt, we would like the opportunity to look into your account and investigate that Doorbell Camera so we can make this situation right. At your earliest convenience, could you please private message us with the name on your account?

Feb. 21st, 2019

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Valarie Grissom Albuquerque, NM

I needed a security system and looked on line to see who was rated at the top. Front point is rated #2, I got all the equipment and it's very generic. The box that let's you know what door is opening is very loud. I tried to change it to a chime and couldn't do it. I had to call customer service to give them do it. It was still very irritating, I wasn't impressed at all with them. I called a week later to cancel my services and it took them over a month to refund my money. Also when I was trying to arm the alarm on my phone it took forever to do it. I don't recommend this company at all.

5 years ago

Reply from Frontpoint

Valarie, we apologize for the negative experience you had with Frontpoint and appreciate you sharing this feedback with us. We wish you the best of luck with all of your security needs moving forward and ask that you please let us know if there is anything we can ever do for you in the future.

Jan. 15th, 2019

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Aram Richard Atlanta, GA

I had their services at multiple locations. Frontpoint uses the contract business model as a way of avoiding all responsibility for customer service. They operate as a standard alarm company under the guise of a diy and open source, "new" kind of company. Their equipment is locked, if you move and need adjustments of any kind they charge you money, they hide behind their contract to not help you with any needs you may have as a homeowner. Officious, not helpful, not worth the money. May as well go with actual diy and pay someone for monitoring.

6 years ago

Reply from Frontpoint

Thank you for your feedback. We are going to have one of our Support Supervisors reach out to address your concerns in detail and make sure you are taken care of moving forward. Thanks again and we look forward to speaking with you soon!

Aug. 9th, 2018

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Gregory A. Gick Houston, TX

The worst company I have ever been with. They do not honor the Disabled. They do not help Veterans. They do not help those who have spent prolonged time in the hospital. My wife and I have multible disable disabilities. And my mother is in Hospice and they will not even try to help since I've had to have windows installed in my house for my health due to Agent Orange.

6 years ago

Reply from Frontpoint

We sincerely apologize for any negative experience you feel you have had with us, as that is never our goal here at Frontpoint. We would like the opportunity to look into this and make the situation right for you and your family. At your earliest convenience, please private message us with the name and address on your account. Thanks for your feedback and we hope to hear from you soon!

May. 22nd, 2018

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Denise Apollo Beach, FL

Extreme pressure to sign a contract without adequate time to read through it or discuss it with my husband. Bad gut feeling, then found out the equipment is refurbished and not reliable. I left another company due to 2 false alarms, costing me $50.

6 years ago

Reply from Frontpoint

Thank you for sharing this feedback with us. Rest assured, one of our Support Supervisors will be reaching 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. 26th, 2018

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tahoeman3@comcast.net Richmond, VA

Excellent customer service & always very quick call back when it is set off. Have had some problems but they are always fast to fix or correct them.

6 years ago

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Ryan Moore Carrollton, TX

You guys are great. Everything is easy to setup and use. If i have a question, you all always answer the phone and are very helpful.

7 years ago

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Colleen M Cleveland

This system is just too expensive and if you try to cancel, you are strong-armed into keeping it. Larry from customer service threatened to turn me over to a credit bureau if I do not pay. I have turned it on once since I have had it. I wish to return it and told that I am in a contract for another 10 months (even though I have had the system for 7 months). Not worth it, not worth it, not worth it.

7 years ago

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Mark L

Customer Service rep. Victoria was a great help. She was knowledgeable, very friendly and a pleasure to do business with.

7 years ago

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World Traveler Ashburn, VA

Like the majority of security companies Front Point catches customers into a 5 year contract and it's impossible to cancel it earlier without paying a hefty amount as a "penalty". The system is ok. I like that I could easily install it myself but the pricing is expensive and other companies have better service and product.

2 years ago

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Hailey Nilson Salt Lake City, UT

Front Point has a fabulous wireless connection, you're able to use a full range of mobile apps, and the packages and plans are simple and easy-to-understand.

5 years ago

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Verified Customer

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D Newark, CA

Good customer service and alarm response

2 years ago

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Verified Customer

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Edwin Rivera Schererville, IN

I've had no problems at all. Always great customer service

2 years ago

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Verified Customer

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Karen Biel Elberta, AL

Love the system and always there to help

2 years ago

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Verified Customer

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Paul J Titcombe Palm Coast, FL

Good customer service. Convenient phone assitence.

2 years ago

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Verified Customer

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Orlando Perez Englewood, NJ

Outstanding customer service and product.

2 years ago

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Verified Customer

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Rod Farnsworth Cathedral City, CA

Great customer service and reliable equipment.

2 years ago

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Verified Customer

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Sondra Walpurgis Chicopee, MA

Very helpful when I call. So easy to install.

2 years ago

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Verified Customer

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Pieter Arnoldus Visser Houston, TX

excellent products - it all works - easy to install and use

2 years ago

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Verified Customer

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Robert Zogby Pittsford, NY

Fair priced upgrade and customer service

2 years ago

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Verified Customer

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Brad Rouse Fort Collins, CO

Excellent customer service and quick start!!!

2 years ago

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Verified Customer

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Elaine Haney Coldspring, TX

Always watchful & helpful. Professional & efficient

2 years ago

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Verified Customer

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Kendra Penson

Awesome Sercurity System with reasonable monthly bills

2 years ago

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Verified Customer

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Sharon giddens Avon Park, FL

Reliable and easy to use. Very customer friendly

2 years ago

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Verified Customer

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Paul

If anything breaks, Frontpoint replaces it.

2 years ago

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Verified Customer

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Anonymous

It's easy for me to change batteries or reset the system.

2 years ago

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Verified Customer

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Jeff Ratcliff Bentonville, AR

Great response time and customer service

3 years ago

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Verified Customer

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Shawn Windsor, CO

No ad no hardware malfunctions for six years running

3 years ago

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Verified Customer

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Glenn Graybill Toledo, OH

good equipment and easy to set up and move.

3 years ago

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Verified Customer

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Robert Prieto Miami, FL

There customer service is horrible. The alarm turns if by itself sometimes. The equipment is subpar.

3 years ago

Reply from Frontpoint

Hey Robert, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Oct. 4th, 2021

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Verified Customer

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Frances Hunt Vincentown, NJ

Equipment never works properly. They take your credit card that you used once to pay bill when I'm on self pay. Took years to straighten it out.

3 years ago

Reply from Frontpoint

Frances, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Oct. 4th, 2021

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Verified Customer

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Ronald L. Williams Girard, OH

Do not favor the intro messaging and directing, personnel contact better

3 years ago

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Verified Customer

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Tebbin salvesen Redding, CA

So far it is very hard to cancel service after being a customer for over 4 years

3 years ago

Reply from Frontpoint

Hey Tebbin, 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 WeCare@frontpointsecurity.com? We look forward to hearing from you and to resolving your circumstances.

Sep. 2nd, 2021

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Verified Customer

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David Shulman Cockeysville, MD

Timely,professional,great troubleshooting,efficient

3 years ago

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Verified Customer

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J Meyer Broomfield, CO

kind. prompt. reliable. reasonable. no complaints.

3 years ago

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Verified Customer

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Noel Brown Truckee, CA

Ease of installation and follow up support.

3 years ago

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Verified Customer

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Gregory Phillips Vienna, VA

Solid hardware and great customer service.

3 years ago

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Verified Customer

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Aaron Palmer Tacoma, WA

Very responsive and helpful! Always knowledgeable

3 years ago

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Verified Customer

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Gary Novak Venice, FL

Outstanding service and quality products

3 years ago

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Verified Customer

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Dan T Palatine, IL

Great product. Great Customer Service. Great Tech Dept..

3 years ago

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Verified Customer

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Adnan Haq Bellevue, WA

The monthly subscription charges are way too high compare to Ring or Simplysafe.

3 years ago

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Verified Customer

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Brian Lynnwood, WA

I like the app on my phone and the ease of setting this up.

3 years ago

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Verified Customer

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Joyce Kainec Chagrin Falls, OH

We upgraded our control box and hate the new design, hardly use it now.

3 years ago

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Verified Customer

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John Messano Sioux Falls, SD

I cannot adjust some of the options like the motion detection.

3 years ago

Frontpoint Reviews