Frontpoint

Easy to sign-up... but almost impossible to cancel. If I could give less than a star I would. I joined their service in April 2016. They called me in April 2022 saying that my control panel (that they provided) was now obsolete because it was based on 2G wireless technology. They said I would have to pay to upgrade to their new control panel. I decided to cancel in July 2022. They are still charging me - like they provided a service. I had to report them to the State of MD's Consumer Protection Division. Other than the mob, what "agreement" can you enter but not get out of - Frontpoint. The make it so hard to cancel their "service". Don't believe me... visit their profile on BBB.org - every complaint is about their cancelation process. How do you keep an "A" rating with 1,000 complaints about the cancelation process.

It is hard to quit the service even your contract is expired. They'd trick you to "renew" your service without letting you know it is actually renewal. They used another term - "suspended". You have to pay to buy your way out.

As promised. The representatives were very friendly, efficient and helpful. The devices were easy to install. The system is flexible and easy to use.

I signed up with Frontpoint back in 2014. I had zero problems with any crime, but they were very responsive when I had false alarms. However, one night we had a false alarm that lead to police showing up pounding on our door while we were asleep. The alarm was going off but was not loud enough to wake us up or our dogs that slept in our room. The next day, we reached out to Frontpoint to find a solution. They offered their new “hub” as long as I renew my 3 year agreement. I had no plans to switch companies, so I agreed. The new hub did not work for our house. Sensors would report open when they were closed no matter where the hub was located. Their support team was very helpful throughout, but could not solve this issue. We settled with going back to our old alarm panel with a compatible z-wave siren and 3 months of free monitoring if I kept my 3 year agreement in place. A few months later, we had another false alarm and saw that the siren did not go off. We called into technical support and they said they discontinued z-wave compatible devices. Frustrated, I spoke to the account manager (Jordan) and expressed the concern that I have a system that will not alert me if triggered and my 3 year agreement should be voided. He understood and said he would need manager approval to allow me to go month to month. A month later, I received an email from Jordan saying if I pay back the 3 months, I can be month to month with my agreement. After 3 phone calls and 5 emails over a month, Jordan was non-responsive. I called in and spoke to a different representative (Chris). I had to re-explain the entire situation to him. He asked me to forward the email to him so he can speak to his manager. Another month went by. Another $43 out of my account and still no resolution even though I have an email saying I can. Chris and Jordan are now both unresponsive. Finally, I get another representative on the line and he informs me that Jordan is no longer with company and he is unsure about why Chris did not respond. He gets his manager to approve the month to month agreement. I have now switched to Ring. I call in to cancel Frontpoint on the 1st of November and I speak with Jennifer. She says that my final charge will be the 1st of December due to their 30 day notice and my system will be active until December 30th. I was furious. I already paid for November. November should be my final month. She advised that I call in during the week and talk to a manager to see if they can wave the final bill. I called in today and spoke to Meg. She was terrible. She said she did not have authority to waive it and said that payments are in the rear which absolutely is not true. She said my December payment is for November which would not make sense with what Jennifer said. She was rude and would not let me speak to her manager. I said I would wait for them to become available and she said that they will never become available. I asked for a call back from them and she said they will not call me back and that she; Meg (although unauthorized) is the only person I can speak to. I am appalled with their service. It started off fine, but after further examination and through false alarms, we found out that the services were not as expected. The product was not living up to standards. The account service management team is atrocious. And finally, trying to get out of your contract is a nightmare. Do not do business with them.

Purchased this system about four years ago. Has been satisfied all along.

I’ve had this alarm company for over 5 years and until now have raved about their excellent service and support. Today I experienced the worst customer support and tech service imaginable. I’m planning on discontinuing service as soon as possible. It is clear they have cut back significantly on phone tech support. No kidding: with an alarm going off that I could not stop, the automated voice told me that tech support may call back tomorrow. Really. It took me three calls to get a real person on the line and she sent me right back to the automated system. What a change from the prompt service of the past. RUN from this company. Do NOT use them: a warning on my Angies List site seems to inform users that they even broke a contract with Angies List.

okay Support for install not smooth

Excellent customer service and much better/cheaper than ADT etc

Frontpoint is very easy to use... it's one of the only DIY services out there. You can install all the sensors yourself (they are all wireless). You stick them where they need to go with very clear instructions, and if you do need help Frontpoint support is excellent. You always get someone on the phone, and they are always happy to walk you through any issues you're having. I've had issues a few different times with dead batteries in a sensor, or misplacement of a sensor causing issues, and in all cases they've resolved the issues quickly over the phone. Because of this, I can manage the system myself (and that's pretty much installation upfront, updating equipment every few years/as needed, and support very rarely). We've yet to have a breakin or anything like that, but we've had several false alarms where my wife accidentally set the alarm off... and in those cases, Frontpoint calls you immediately, asks you for a password, and then asks if you need assistance. Of course we don't, but if they can't reach you... which has also happened... they call the next person on the list (my wife). If they can't reach that person, the cops are already on their way while Frontpoint works down the list of family members, neighbors, etc. to let them know there is an incident at the house and the cops are on their way. This has happened a couple times (due to user error). But it's good to know they have our backs if there is ever a real issue. A+ for Frontpoint.

Easy to setup, been working well since. A touch on the expensive side.

I purchase a system through Angie’s list a few years ago. I had no problem with their service. I’ve since found a different service and tried to cancel this one. I’ve called twice and each time they said no problem. 3 months later I’m still be charged. I have sent emails with names of who I had spoke to, but I’m still being charged. If you sign on with them plan on having them for life, because they won’t cancel your account. I’ve filed a complaint with the Better Business Bureau. Hopefully they can do something about it.

The representative tricked customers to singing contracts without telling the customer all the important information. After the customer found out, called the company to ask, other representatives were pushing all the responsibilities to the customers by saying "you signed the contract, it is on the contract" "I was not in the conversation I don't know what other told you or did not tell you." Moreover, the representatives were very rude to customers, when I asked to talk to their manager/supervisor, one representative named J*ff said "there are no managers or supervisors you can talk to, you can just talk to me since I've been here long enough". Rude, dishonest, and this is the company you should keep away from.

Super easy to self install and get started with service.

DO NOT USE FRONTPOINT. I have had their self-installed security system for over five years until recently when I realized that they were significantly overcharging me for the same service that other companies provide for much less. Their initial equipment purchase is about the same as most others, but the monthly monitoring fee is easily $15.00 per month more than the same service from many other security monitoring companies. There’s nothing special about Frontpoint and they certainly aren’t worth more than any other company that provides the same service. Recently I decided to review various home services that I’m getting and when I looked into my security system, I was shocked at how much better other services are that are now available. I hate to admit it, but I’ve been with Frontpoint for over five years, and that’s a long time for me to go ‘braindead’ by setting up this service and then forgetting about it. If you have Frontpoint then I recommend you consider dropping them in favor of almost any other service out there. It’s easy to compare online with other services and I encourage you to do so. If you are looking for your first home security system, I recommend you don’t even consider Frontpoint. The worst of it is after I did my research comparing them with other systems, when I realized what an overpriced deal I had with them. I called them to explain how I could get a much better deal with other companies and asked if they would provide me with a discount to make them more competitive. They did give me a small discount on future monthly service fees, but I had to commit to a long-term agreement, which I was not interested in. I cancelled the service with Frontpoint early in March, 2020, but later found a monthly charge for April. When I called about that, I was told that the contract states that I have to pay for the month following the month I cancel in. This means that I had to pay for all of the rest of March (almost a full month) and all of April. When I asked for consideration on this ridiculous policy, I was told that “There’s nothing they can do.” Well, there is something that I CAN DO – and that is to inform anyone out there who is considering a security system to DON’T CONSIDER FRONTPOINT. They rip you off for basic service that most other systems will charge less for, and they will impose ridiculous terms and conditions when you cancel their service. Another interesting point: When I went to Angie’s list to write this review, I saw a banner at the top of the screen that states: Non-Payment of Advertising 2020-2-26Non-ment of Angie's List allows highly-rated providers to pursue advertising opportunities on our website, in our call center, and in our monthly magazine. These advertising relationships are governed by contracts, and Angie's List believes that this provider has failed to fulfill at least one of its contractual obligations to Angie's List. Until those obligations are met, the provider will be withheld from Category and Keyword searches. Hey, Frontpoint – So you decided you don’t like your terms with companies you do business with - and your solution is to simply not pay your bills, right? Seems to fit into place with my experiences with you as a supplier. CAUTION: Would-be home security customers: BEWARE of this unscrupulous company. DON’T DO BUSINESS WITH FRONTPOINT. One more piece of information I’ll share with you is the name of the company I turned to instead of Frontpoint. I went with Cove Security. The only negative I could find in my comparison with all the other companies out there is that they are relatively new. I suppose there’s something to say about going with longer-established companies, but this new company is starting out with a much better deal all around as compared to the other “well-established” companies out there. The initial equipment purchase is considerably lower than that of others, and they offer some features that others don’t. In addition to the significantly better monthly monitoring pricing, the control panel is super easy to set up and the readout is 100% better than Frontpoint. Also, there’s no need to connect the control panel to a phone line like with Frontpoint. I recommend that if you’re shopping for a home security system, you certainly ought to put Cove Security on you list of companies to consider.

Very poor customer service

DIY system is nice, but the monthly cost is not in line with other DIY systems. I would go with Ring or Simplysafe next time just because of the monthly cost. Overall the support is good, but that doesn't justify the monthly cost.

Terrible! Numerous equipment and support failures. I fired them!

Still using to protect our home.

The good: Initial setup was simple. Sales people are friendly The bad: Equipment is unreliable. We have had 3-4 control panels stop working including one that got so hot it melted down. We have had problems with sensors too. For every problem, there are multiple long calls before they admit that there equipment is faulty.

Worthless but we’re trapped in a 3 year contract

The service was cool, we got everything resolved. The communication was kind of broke down but they were professional.

It took 4 phone calls to cancel and I am not sure if they cancelled it. They never called when old system was replaced with the new company's system

Overall it was very easy to set up and the customer service is great. The only issue we have had is that for one of the locations the sensors will not work there, which happens to be one of the most vulnerable spots in our house.

New equipment and customer service to add the equipment was exceptional.

Well, although I would have liked to have the option of someone to install it.