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Joseph of Keyport, NJ Verified Reviewer
Original review: April 12, 2022
Terrible service and over priced. To make it almost impossible to cancel the service and just keep billing you. People are better off going to Ring or SimpliSafe. Cheaper, better product, better service and no contracts.
2 people found this review helpful
sinan of Sylvania, OH Verified Reviewer
Original review: Feb. 15, 2022
Hi, I need help canceling. I have called 877-602-5276 and select option #6. But I get left on hold for hours upon hours. I have done so for 3 days in a row. I have been a customer for 7 years. This is a very very very bad way to treat a long time customer.
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Mel of Burbank, CA Verified Reviewer Verified Buyer
Original review: July 15, 2021
After purchasing the system and installing it, A few months later I was out, the alarm was activated and I got a message that the system had been activated. I called Frontpoint and they said they'd send someone. I left the store and got home in 10 minutes and no one had been called from Frontpoint---no police...so no one was there. And...Nothing had happened in the house-no break in, nothing. I called and Frontpoint had no reason. Then when Covid hit, I needed help with a sensor and NO ONE was available on the phone.
Then two weeks ago I began having a problem with what they call a "tamper" episode. I was home and opened and closed the door again to make sure all was ok. My system panel kept beeping so I tried to find information on the Frontpoint site---none was there regarding the beeping. I then called and tried to get help from a person. There again, was no one was available to answer. They said they were too busy handling emergency calls, so someone from the call center would call back. I received a message a few days later saying someone had tried to call, but I was home the whole time and NO ONE called. Today it happened again, so I called and was told someone would call back.
They do not have enough people working there to be called a security system. If I hadn't already paid so much money for the system, I'd change immediately. I bought this system to help alleviate the worry of someone breaking in, but now I am in the same situation as if I'd never purchased one and yet I am charged each month for supposedly having full security.
2 people found this review helpful
Eliot of Portland, ME Verified Reviewer
Original review: May 14, 2021
I used Frontpoint for years. Moved and called to stop account. At new home used Frontpoint again and didn’t realize they were still getting credit card payments that continued for 1 year. I’ve spoken several times with customer service and no one knows anything nor gets back to me. They keep harassing me with calls for unpaid balance but never resolved the 13 months they continued to be paid for a cancelled account. Terrible.
7 people found this review helpful
CHELSIE of Charlotte, MI Verified Reviewer
Original review: May 6, 2021
We've been very unhappy with Frontpoint's security system, but got ourselves stuck in a contract because we didn't realize how terrible Frontpoint is within the 60 days after signing. After a couple false alarms due to a faulty sensor which resulted in our local police telling us one more and we'd be charged a hefty fine, we thought we would still somewhat have the ability to self-monitor with our cameras via Frontpoint's app... except often times the app is buggy and won't even load. Another common occurrence is the servers lose communication. Very expensive for what it is and just as expensive if you try to cancel your contract early, believe me, we looked into it! We complained to Frontpoint's pathetic excuse of a customer support team and all they want to say is we should keep troubleshooting. Been there, done that.. By now, we're over it!!
7 people found this review helpful
Matt of Ocean Isle Beach, NC Verified Reviewer
Original review: April 14, 2021
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 didn't 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 and frustration trying to close it out. And who knows what the new owner will have to pay to get the system started again.
8 people found this review helpful
Robert of Corvallis, MT Verified Reviewer
Original review: March 2, 2021
Read BBB reviews. They are dishonest in my opinion. Very hard to disconnect and if you're lucky they will only bill you twice for the same month. Very rude customer service, with little knowledge. Wish I never got sucked in.
9 people found this review helpful
Kadie of Jonesboro, AR Verified Reviewer
Original review: Oct. 14, 2020
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.
14 people found this review helpful
H S. of Holmdel, NJ Verified Reviewer
Original review: Oct. 8, 2020
We have been FrontPoint customers for years and upon moving to a different state wanted to cancel the service. To be honest, we never really needed to interact with the customer service department until the communication about the cancellation. The cancellation communication with customer service has been bizarre, the same person answers the phone EVERY TIME you call the 800 number! Also, I just received a call from them asking for my husband, I said - 'this is not his phone number' and they hung up on me. No thank you, sorry, oh - ok! nothing. Just hung up like I annoyed them! I only know it was Frontpoint because I called the number back with caller ID. The email communications are the same, just 1 line curt answers to questions - no sign off in the emails, no pleasantries - like happy to help, thank you. Nothing. Incomplete, half information in the emails - absolutely bizarre!
Finally, their cancellation process seems to be some super secret as I have been unable to cancel the service for 3 months now and they keep charging me. I have an email confirming that I called them and cancelled the service, but they keep insisting that the process was not followed and keep charging me! I asked them what the process was and they asked me to read my contract, but won't tell me what to do to cancel! My advice, stick to the established companies for your home security - ADT, Simplisafe, Brink - anything other than Frontpoint. If customer service for billing is so difficult, I can't imagine how they would have handled communication during a home invasion or burglary!
17 people found this review helpful
Dddie of Raymond, NH Verified Reviewer
Original review: Oct. 3, 2020
UPDATED 12/11/2020: Now my alarm went off 191 times, would reset then go off again. They never called me or the police Dept this co is useless. Do yourself a favor go with a good co. This is the worst company I have ever dealt with. When you call them the wait time is long from 1 hour to 2 hours.
ORIGINAL REVIEW: Frontpoint is the worst co I ever did business with. I do online billing and my payment goes out on the 15th of every month. They always claim they don’t get it so they have the box make noise all the time till they find my payment. They are a very low class company. It’s my own fault. I Use to have ADT for over 40 years. Never had a problem. Now the other problem is they never call the police when the alarm goes off. I have a complaint in the the attorney General consumer complain dept.
11 people found this review helpful
How good is Frontpoint security system? ›
Frontpoint is a good security system. Although it's not the most affordable option around, Frontpoint provides home security you can trust, with 24/7 professional monitoring and cellular backup to boot. However, users who want to self-monitor their security system and avoid monthly fees should look elsewhere.What network does Frontpoint use? ›
Frontpoint uses GE alarm system components because they're the highest quality, most reliable security components available.Who owns Frontpoint security? ›
Frontpoint was bought out by Twin Point Capital on Oct 9, 2020 .Can I use Frontpoint without monitoring? ›
The short answer is yes. This is called “self monitoring,” and as long as you own your Frontpoint equipment, you can self monitor your system for free. However, when your alarm goes off, it's on you to call the police, as a self-monitored system isn't connected to a monitoring station.Why is Frontpoint so expensive? ›
I asked a representative at Frontpoint why the pricing is so high, and they chalked it up to the cellular backup, environmental monitoring, video monitoring and automation features.What is the #1 rated home security? ›
Our pick for best overall home security company is Vivint. Their wide assortment of available, high-quality equipment and affordable monitoring options allow their customers to experience highly customizable security that can be optimized for individual needs.