Frontpoint: Read 3,202 User Reviews From Real Homeowners

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Verified Customer

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Ramin

There is a lack of availability of the tech support. It was difficult to get someone during the week, let alone on the weekend. It was almost impossible. There was always a callback, but if something was really wrong, like when we had a smoke alarm that just kept going off nonstop, and it was out of control. Tech support called us back like 2 hours later, so it was the service was really bad, I must admit. They constantly had to ship us new smoke detectors, then we had to call and complain again and they had to ship us more new ones. I guess the technology just wasn't working and for a newer company, that's understandable, but it's painful for the consumer.

3 years ago

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John North Haven, CT

My Frontpoint experience was great for the first few years. Fortunately we haven't had to utilize them for any true security issues but when we've had a few false alarms, they were very responsive. My two biggest issues are 1) the options available to you once you are out of contract. For example, the battery on my control panel swelled to the point where it was pushing out the battery door and no longer working. Thankfully I noticed before it exploded or overheated. But when I tried to work with Frontpoint to get a replacement battery, my options were either to try and buy one privately somewhere or upgrade to a new panel that no longer includes a touchscreen. neither option was ideal, so i've just continued using the unit without the backup battery. The other issue is the price. Frontpoint continues to be priced much higher than a lot of the newer competitors, who are essentially offering the same service for half the price (or less in some circumstances). Frontpoint should absolutely consider making their pricing more competitive or I would anticipate them being driven out of the market.

4 years ago

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Selena Freeland

I chose Frontpoint because the entry cost was low. However, I have had some issues that I am not happy with. When a sensor became defective (the sensor just, for no reason, fell off the door, and the back broke off), the company wanted to charge me for shipping the replacement sensor. In my opinion, the adhesive was not strong enough to last and as a result, fell. That to me means the company needs to do a better job pick the adhesive strips. If I did not cause the problem, why would you charge me, the customer, a charge for replacement. They waived the charges after I had to got back and forth with them. I really did not appreciate it. Now, my main entry pad has stopped responding after only 6 months. I'm thinking that after my contract is up that I may go with another product.

6 years ago

Reply from Frontpoint

Thank you for sharing your experience with us. It is important to us that your system works exactly how you need it to so one of our Support Supervisors will be reaching out to address all of your concerns and make sure you are fully taken care of moving forward. Thanks again and we look forward to speaking with you soon.

Sep. 11th, 2019

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Monique Brandywine, MD

Maybe I'm biased because I work in their customer service, but I know we try our best to answer the customer with all the tools that can provide. Some of them that are working are trying hard to figure things out because they're brand new on the job. They always make sure the customers are getting the best feedback. The system needs to be improved. Frontpoint needs to take the time to improve it. Another thing is when I see interactive monitoring and I am able to see when people are coming in and out and if windows open or close. My feedback would be that Frontpoint take time to reevaluate their product prior to bring it out for the public.

6 years ago

Reply from Frontpoint

We really appreciate you taking the time to share this feedback with us. It is feedback, like yours, that truly helps us grow as a company.

Apr. 17th, 2019

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Darlene Wells

I found a list of the top 10 best companies for this type of service. I started calling them all and checking on them but I didn't really have a lot of time to call everyone. In the end I settled with Frontpoint because they seemed like a good company and their equipment had good features. I really don't know the full extent and capability of the system. I assume it's all working properly. A lot of times though, when I look at the application, it will say that the network is down or something. I don't know if that's my phone's network or if it is Frontpoint's network, but that's a little disappointing. I think their customer service is fine. I don't always get to someone right away when I call, there is a little lag between the call going through and a live person come on the line. Otherwise, it's fairly good.

7 years ago

Reply from Frontpoint

Thank you for taking the time to share your experience with us and please let us know if you ever experience that network outage again, as we would be more than happy to investigate this and make sure everything is working exactly how you need it to!

May. 21st, 2018

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Raghavendra Narayana Valley Park, MO

We chose Frontpoint because they gave me more flexibility, we didn't have to sign a contract for a whole year or 2. Instead we could do it on a monthly basis. Whenever I call they are there to answer immediately, I don't have to wait for a long time for an agent to pick up. I'm always satisfied with the answers that I get. Most of the equipment that they sent me is good but I've stopped using the motion sensors. They were just not working properly; they wouldn't detect motion or anything of the sort. It's very important for us to have those in case someone breaks in but if they don't work that's no use. I also wish that they came with cameras or video we could look at if they went off. A thing I liked was the flexibility of being able to activate the alarm from my phone. They also had this feature you had to opt into to make it harder for someone to hack into your central system. That feature alone was expensive though, $47.99. After a neighbor told me we were in a secured zone, I decided to get rid of those two features. . .

7 years ago

Reply from Frontpoint

Thank you for taking the time to share your story with us and please let us know if you have any questions or if you ever need anything moving forward, as we are always here and happy to help you.

May. 21st, 2018

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Vyom Neeraj Canton, MI

I wanted to try something different than ADT and, since I had heard great things about Frontpoint, I went for it. The system is quite good but it's still a little old, especially the keypad. Everyone is quite helpful or at least they try to be. Sometimes it can take a while to get the issue resolved though. I had a few problems where I had to call multiple times or I couldn't get a good answer from customer service. The only other thing is that I felt that the company was not very transparent in terms of pricing and the breakdown of all the fees. To this day I don't have a detailed breakdown of what I paid for the initial service and set up. If I have to return or exchange the equipment it's not very clear if I'll be refunded anything at all. I've tried multiple times to ask them some of these big questions, but no one has ever been able to give me a clear answer.

7 years ago

Reply from Frontpoint

Thank you for taking the time to bring your concerns to our attention. It is important to us that you receive the help you need so one of our Support Supervisors will be reaching out to you shortly to address all of your concerns. Thanks again and we look forward to speaking with you soon!

May. 21st, 2018

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Maximillian C.

The initial purchase and setup went great, but there is a very annoying bug with the alarm panel (supposedly doesn't affect functionality), that after several attempts, they have not fixed. Also, recently, I ordered add'l equipment, which, several days later, I have not received any updates or tracking info for, and cannot find a way check order status. I've left messages for them a couple times (about technical issues/questions), which fell through the cracks and I never received responses to. Their staff have all been very polite and professional, and generally seem well-educated on the aspects of their services. But they need to fix their processes so customer requests/inquiries don't fall through the cracks. Also, while sensor prices seem pretty good (especially during sales), their monitoring is a little on the pricy side.

7 years ago

Reply from Frontpoint

Thank you for bringing your concerns to our attention. Rest assured, one of our Support Specialists will be reaching out to make sure you receive all the tracking information for your order and answer any questions you may have. Thanks again and we look forward to speaking with you soon.

Apr. 3rd, 2018

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Gregg Trabuco Canyon, CA

After looking at some internet surveys, Frontpoint seemed like the company with the less amount of complaints, so I decided to go with them. Their customer support has been very polite and efficient, but setting up the system is where everything got complicated. I'm not a real technical person, and the little contacts have been falling off the doors. I have 2 doors that are not protected because right now of that. Putting that aside, they're very good about calling me to see if everything is okay when the alarm goes off. Like I said, my only issue is with the system. I'm not technically savvy, and arming and disarming the system is not easy for me either.

8 years ago

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Kate Carlsbad, CA

Frustration with multiple customer service calls about sensors that don’t fit/stick/work on our windows. Troubleshooting hasn’t worked after multiple calls but I’m told there’s Basically no way to get out of contract unless we want to spend a fortune. Got locked into an extremely long contract just for upgrading a control panel from buttons to digital, which seems unfair/ridiculous. We haven’t used the system in months bc not all sensors work yet are paying anyway.

4 years ago

Reply from Frontpoint

Thank you for your feedback, at Frontpoint we take our customer complaints seriously and if there is anything we can do to resolve your circumstances please let us know at WeCare@frontpointsecurity.com

Jun. 1st, 2021

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Michael Jamestown, NC

At this point I'm really not happy with Frontpoint. I don't even know that I can trust them honestly. I don't hear from anybody, there's no update on equipment or anything so I guess I'm really deciding it's time to change there. When my alarm goes off I don't get phone calls from the company right away and sometimes I have to resolve the problem without knowledge from them. The security little things that go on the door fall off and the key fob doesn't work so overall the equipment is cheap.

4 years ago

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Candice Milwaukee, WI

Most of the time that I call with an issue, they get the problem resolved. Lately I've had some false alarms where it'll tell me my doors are open when they're not, so I think there is a lack of quality in their product. The absolute best thing about this company is the ability to access my security system via my cellular device. One thing I wish they would change is creating a doorbell that doesn't have to be hardwired.

4 years ago

Reply from Frontpoint

Hey Candice, 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.

Feb. 4th, 2021

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Anonymous

It's very difficult to get through to Frontpoint on the phone. They provide you a call back number when you try to reach them and it takes far too long to get assistance. I've had alarms go off and nobody in customer service can tell me why. I can never get help in figuring out how to turn it off. Their system is easy to use, I just wish they would have better customer service.

4 years ago

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Frederick

Customer service always answers the phone right away and they take care of the problem immediately. The system is easy to control. We've had problems with a couple of our doors and windows where it doesn't sense it correctly. It worked in the beginning, but now it tells us it's offline. It would be nice to know what we could do about our broken sensors.

4 years ago

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Al

Whenever I've needed to reach out to their customer support, their services are good but there hasn't been any proactive outreach from Frontpoint. I've had no issues with the system and haven't had to replace a single item. I like the variety of products they have, but I wish I could get a regular monthly system updates from Frontpoint regarding the usage of my alarm system and potential security risks I may be exposed to.

4 years ago

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Jerome

In the beginning when I started with this company, they had real people answering their phones. Now you go to a computer and if you're trying to get answers for something, you get stuck in a computer loop and you're only talking to a machine for hours with no answer. Recently, I've had some issues with false alarms happening, and I was on the phone for over an hour trying to get somebody to explain to me what's going on. I wish they'd get rid of the computer and get real people on the phones in customer service again.

4 years ago

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Thomas

At the time, three years ago I thought this would be the best option for us. I wanted something with wifi. Customer service is fine during the week but if you call during the weekend, it is terrible. We had a problem where our system was dissembled and no one ever called us. The system is decent but when the contract is up, we’ll probably try something else.

5 years ago

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Roy

FrontPoint could be a lot more customer oriented. A lot of times you can’t get a good answer from customer service. Sometimes their equipment failed and they kind of don’t know what to do other than to say get new equipment. The monitor lasted two years and it went out and when I asked for them to replace it, they told me to go out buy a battery pack and fix it myself.

5 years ago

Reply from Frontpoint

Hey Roy, 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. 9th, 2020

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Junie Port Saint Lucie, FL

In the beginning, my experience wasn't what I thought it would be. They didn't sent the correct item at first and then when I called them, I had to basically call two times to get the right item mailed to me and then when I did, they didn't set up the referral, they ended up charging me. The system that they have sticky stuff isn't really sticky so I had to use crazy glue myself to fix some.

6 years ago

Reply from Frontpoint

Thank you for taking the time to share your feedback with us, as it is the best way for us to grow! Please let us know if there is anything we can do to assist you in the future.

Oct. 3rd, 2019

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Phillip D.

They usually answer and get your problem fixed fairly quickly. Problems, you're gonna call them...alot. Between faulty sensors, mobile apps that report as an error, and delayed door chime call outs that'll scare the pants off you when no one has used the backdoor in over 20 minutes ago when you brought the dog in and locked the door and armed the alarm for bed and then BACKDOOR CLOSED!!! Rings out while you're laying down.

6 years ago

Reply from Frontpoint

Thank you for sharing your experience with us. We would be happy to have one of our Support Supervisors reach out to address all of your concerns. At your earliest convenience, could you please private message us with the name and address associated with your account? Thanks again and we hope to hear from you soon!

Sep. 5th, 2019

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Jay Orlando, FL

The self-activation with app process was pretty good but did require some help via phone & the agent couldn''t tell me much about the doorbell cam installation outside of a booklet she was reading from. I did better through YouTube or other system installs. They can improve on more features in their app, pricing, long contract, update to keypad, & wireless connectivity. They can''t use 5G and my 4G seems to not work as well. Their doorbell cam quality could be better & response to motion is not the best. They also don''t give tracking information. You just have to wait until things arrive.

6 years ago

Reply from Frontpoint

Thank you for sharing your experience with us. We would be happy to have one of our Support Supervisors reach out to address all of your concerns. At your earliest convenience, could you please private message us with the name and address associated with your account? Thanks again and we hope to hear from you soon!

Jul. 30th, 2019

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Bryan Carrollton, GA

They are usually very very helpful. I don't have to do a lot of waiting to talk to someone, they've always been helpful when I called in. The equipment is easy to use. I'm not one hundred percent satisfied with the level of monitoring. I like that I can arm and disarm the system from my cell phone. I don't like the fact that only when the alarm goes off for more than thirty seconds, I get a call. I would like to have a call no matter how long the alarm goes off for.

6 years ago

Reply from Frontpoint

Thank you for taking the time to share your feedback with us, as it is the feedback we receive from our customers that truly help us to grow. Please let us know if there is anything we can ever do to assist you in the future.

Apr. 18th, 2019

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Tad Logan

I like the ease of install. App could be updated a bit and limit on video cameras and video clips is disappointing but I'm stuck for the contract now... But i for sure won't renew if that don't change,pricimg is premium for limited service. In addition they cant get my garage to work with extender for the lock or long range sensor for the door. Its about 70 ft from my panel.

6 years ago

Reply from Frontpoint

It is important to us that your system works exactly how you need it to so we are going to have one of our Support Supervisors reach out to address your concerns. Thank you for this feedback and we look forward to speaking with you soon!

Jan. 22nd, 2019

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Martha Waterloo, AL

I only called the customer support the one time and they couldn't seem to help me with the weather problem. It would show the weather for the say and it doesn't work any longer. It just shows the time. I'm not happy with that because I like to use it to see my weather in the morning. The equipment is okay, but I don't think the alarm is loud enough. You stand outside the door and you can't hear the alarm from inside.

6 years ago

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Anonymous

The people that I've dealt with or had questions with have been really good about answering them and getting all the information. I have some issues with some of the automation features and they're not as stylish as some of the other brands so far as trying to blend the home screen into your house. It's kind of big and bulky and not as sleek as some other ones.

6 years ago

Reply from Frontpoint

Thank you for sharing your feedback with us. We would like the opportunity to look into your account and address your concerns in detail. 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. 15th, 2019

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Anonymous

Every time I call them for anything they've been you know very helpful, they did send me my packet to redo all my alarms and stuff like that in my house. At the moment I actually was moving in, I needed to move my service and they haven't been able to help me with my log in so I have not been able to actually log in to use my front point service. They did try to reset my log in a couple of times but it didn't work and honestly I just haven't had time to call them back. The other equipment seems to work well.

6 years ago

Reply from Frontpoint

Thank you for this feedback. We would be more than happy to help you get logged into your online account. 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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Kevin

Functionality of the equpment has been good. However, customer service needs to be improved drastically. Rep who sold me the system stated that would get the app access for your phone included. However, it was only a 1 month trial. After calling in to find out why my app access was not working any longer, they told me i had to upgrade and pay more to get access to the app on your phone.

6 years ago

Reply from Frontpoint

Thank you for bringing this experience to our attention. It is the feedback with receive from our customers that truly helps us grow as a company. Thanks again and please let us know if there is anything we can do to assist you moving forward.

Jan. 7th, 2019

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Miranda Upper Marlboro, MD

The customer service was really responsive. I'm having difficulty getting in touch with the representative when I initially wanted to start with this. The detector doesn't hang properly and constantly falls. The crash detector doesn't work so that's good. I don't really like the fact that we set up the system, I'd rather have security specialists do that.

7 years ago

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Wendi Prange

Overall, the system does what I need it to do. I had trouble with setup when we moved in March. They couldn't understand that we were moving homes but leaving our old equipment. This left us in our new home with no alarm system for a few weeks. Also, I have never received the $50 referral for new customers (I've referred two people who I know use Frontpointe).

7 years ago

Reply from Frontpoint

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

Aug. 27th, 2018

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Harshad Desai Phoenix, AZ

Their equipment is older. After I got it I went back and researched a bit more about what other companies were offering. I saw a lot of really good digital kind of equipment available. Frontpoint is still using analog so I really think they should upgrade. The monitoring and equipment are both very costly too, especially if you consider what it costs and what they provide. They either need to reduce the price or provide more equipment and service.

7 years ago

Reply from Frontpoint

Thank you for your feedback and for the suggestions. We always use the feedback we receive from our customers to help us grow as a company.

May. 21st, 2018

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Anonymous Sellersburg, IN

I went with them because they gave you the option to pay by month. I thought that was easier than what other companies offered. I ended up regretting it though. I had to install everything myself and now I'm tied to a 3-year contract with them that I cannot just cut off. If I'm given the chance, I'll switch to another company. I'd just rather have another system that lets me see who rings my doorbell as soon as they do. This one can't do that.

7 years ago

Reply from Frontpoint

We appreciate you taking the time to share your feedback with us, as it is the feedback we receive from our customers that truly helps us grow as a company.

May. 21st, 2018

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Vickie Greenfield, IN

Need more camera options (Power over ethernet, outdoor ratings, 4k, night vision, etc). Need more monitoring equipment (ability to have multiple keypads, multiple speakers (if I'm in the garage I want to hear the door chime clearly instead of hoping to hear it over outdoor noise and interior walls)). I love the app. Would like true silent arming. I don't want to hear any beeps. I hate waking my wife turning the alarm on. Customer service is always nice.

8 years ago

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DF Duluth, GA

The doorbell camera has been an issue ever since I got it. Constantly trying to get live video. Troubleshooting with your techs only to have it work for a brief while. I've given up. But I hate that it never wants to stay connected to the WiFi although the WiFi shows that it is.

3 years ago

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Jeralyn Keeney Grand Rapids, MI

I do not like the fact that in a panic you have to remember a code instead of pressing a button to seek the correctcontact.I.E.Police, Fire, Medical.The motion sensorsare hard to get apart to change batteries and to get the new type of sensor cost 77 plus dollars. I won't be renewing.

3 years ago

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Matt Dallas Center, IA

In the past they had really good customer service when I reached out but I don’t feel like hear anything proactively. They don’t do much to maintain the relationship. The equipment is somewhat dated today because I got them six or seven years ago.

4 years ago

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Ashley Hoover Mustang, OK

When I signed up I had concerns about the system working with our poor internet service. I was told it would not be an issue, but that has proven to be the case frequently. Also realized they charge you monthly to use their app and a touchscreen screen with similar capabilities cost extra.

4 years ago

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Babbette Baker Southfield, MI

I called to let them know that the system occasionally will let me know that a door opens, but it doesn't say it has closed for 30-45 minutes later. I called twice. They said it was fixed, but it happened twice after, although now it seems to be working well.

4 years ago

Reply from Frontpoint

Hey Babbette, 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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Melanie Mason Concord, NC

The system is easy, the customer service sucks. I've tried numerous times to get in contact with someone and it takes hours until they call back meaning I'm waiting around all day until someone calls and when they do call they can't fix the issues.

4 years ago

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Anonymous Portland, OR

They lack features. There are some limitations with their system. The quality of the external camera is not high resolution. It cannot record sound. It is nice that you can control the whole house with a phone and it is easy to set up and use. They could do a better job integrating automated services.

4 years ago

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Ivel Jamaica, NY

Find another company other than Frontpoint. Even though the used to be the best, they no longer because of their customer service. I’ve had problems with them double billing me and refusing to return my money. I am going to be canceling. Also the equipment is bulky and the pieces often fall.

4 years ago

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Larry Perry, OK

Its average. There is nothing spectacular about it. It works most of the time. The last time I had to use their technical support they had no clue what was wrong and tried to sell me another panel when all I needed was a battery.

4 years ago

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Christina Port Jefferson Station, NY

Used to like more. Last issue I had to call twice and rep wasn't the friendliest. Also alarm has gone off for what felt like a long period and no one calls. If there was a serious situation...... so I dont feel safe and feel I pay too much for what I get. Will be shopping around soon.

4 years ago

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Zenon Fortuna

The service had deteriorated over the last 2 years. The most serious, IMHO, is the way how Frontpoint reacts in case of the alarm. Originally, it was a human agent asking what is going on, so one could give a hint that it is a danger. Now there is an automated question, so everyone can answer and cancel the alarm.

4 years ago

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Jim

Their customer service offers simple and good support. Their monitoring is very expensive and their customer support is nickled and dimed. Our sign broke and they wanted to charge us for a sign or batteries. I would think that for the premium price we pay, they would give us a new sign for free. I'm disappointed in the way they provide service.

4 years ago

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Anonymous

I'm disappointed with the quality of the equipment. They don't upgrade existing user's equipment. Their system is easy to use, but I think they need to be more competitive with their pricing in both their subscription and equipment.

4 years ago

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Robert Union, NJ

I've had them going on 8 years now. At the time they had the best deal and customer service. The people at Frontpoint are always friendly and very helpful. I like the sense of security and the fact that I know it's there in the background. Keeping me safe. I've had a lot of things not work in the past few years.

5 years ago

Reply from Frontpoint

Hey Robert, we appreciate you bringing this to our attention and we would like the opportunity to alleviate any issues you may have been having with your equipment! We ask that you please submit the full details of your circumstances to WeCare@frontpointsecurity.com and we look forward to assisting you!

Aug. 18th, 2020

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Louise Spokane, WA

We've had panels fall apart. We've had the motion sensors that stopped working that aren't supported on the original contract so I had to pay a significant amount to replace them. Most recently when my alarm was tripped I got a call from a real person.

5 years ago

Reply from Frontpoint

Hey Louise, 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.

Best,

Frontpoint.

Aug. 13th, 2020

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Verified Customer

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Mary

The keypad at the door doesn't work very well even with new batteries. Also the app on newer iPhones definitely don't seem to be very good. It says it's disarmed and is armed and or takes a few times to get it to come up. When it works it works that's A good point

6 years ago

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Paul Suttons Bay, MI

The people that I've worked with have been very helpful. I've had a couple of issues with the equipment itself being on a cell phone service because no one told me that I could get wireless. I've had a couple of issues where I couldn't get access to the panel on my cell phone.

6 years ago

Reply from Frontpoint

Thank you for taking the time to share your feedback with us. We would be happy to have one of our Support Supervisors reach out to assist you and make sure we get everything working exactly how you need it to. At your earliest convenience, could you please private message us with the name and address associated with your account? Thanks again and we hope to hear from you soon!

Oct. 15th, 2019

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Verified Customer

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James

I have heard the alarm go off inside the house, but there is no noise outside. I don't know if the motion detectors work or if the glass breaker alarms work or if the motion detectors work. What I have seen I like. Its just hard to give a best rating when you don't know what really happens when the place is robbed.

6 years ago

Reply from Frontpoint

Hi James,

Thank you for taking the time to share your experience with us. Our support team is always here to guide you through ensuring your system is working and giving you the peace of mind you need, so please don't hesitate to reach out to us if you have any further questions or concerns!

Sep. 12th, 2019

Frontpoint Reviews

Summary of Reviews