Frontpoint Home Security

This is a long one. It usually takes a lot (good or bad) to get me to write a review. In this case it was a whole lot of issues over a period of time. My husband and I bought a house in August and were renting out the house we lived in before. I contacted Frontpoint and spoke to a rep who said we could talk to the renters and figure out if they wanted to take over the system or if we wanted to transfer the system but in any case to not call him any later than Sept 1 so we don’t get billed in case we decide to cancel the service for any reason. One important detail here is that I was over 9 months pregnant by the time this entire process started so I was eager to secure the house before we went to the hospital. So Sept 1 rolls around and we decide to transfer the system so I call the guy. No answer. He calls me the next day, doesn’t get a hold of me and leaves a VM, I call him right back, within 5 mins. No answer. He leaves me an email at some point (very perfunctory, to cover his behind but wasn’t really any real effort to get in touch) saying he left me a VM. YES I KNOW I CALLED YOU BACK. He then vanishes for a couple days entirely. At the end of this I was pretty annoyed so I email the guy, saying to not call me back since he was obviously busy (I know that was an aggressive email but I had really had it). So he emails back with some excuses about how he had to leave office early blah blah blah. Now it’s 5 days later than he’d told me we need to have a conversation and I am dangerously close to my due date.
I then call customer service, hold for 20 mins for a rep, leave a call back number and then am called an hour later when I am in the middle of something, ask if I can please be called back in a few mins and told to call the main line back. Sigh. After a few times of doing this and getting no where, I had to go to the hospital. After my baby was born of course getting in touch with Frontpoint wasn’t on top of my priority list. So a couple weeks passed before I started playing Hold The Line with Frontpoint again. I finally got hold of a rep and since the layout of the house was very different from the last house we figured out what equipment we needed and placed the order. I thought things had started to look up but then I get no itemized invoice at all for about $ 700 worth of equipment. And then a couple pieces are missing. Great. That’s not even the worst part. With the equipment you get a small booklet with your address, passcode and password so you are reminded of what you set up. Passcode is the ‘safe’ word you have to tell each rep every time you call them so they can validate your identity and password is the number you use to disarm your system, so they are both very critical to the security of your system and house. Imagine my horror when I realized that they had sent me someone else’s address, code, and password! And had obviously sent mine to someone else! If that is not a MAJOR FAUX PAS by a security company, I don’t know what is. So I called them, fuming, ask to speak to a supervisor who tells me we should change the passcode and password immediately and that should take care of the problem. I told her the point is that you guys even made the mistake and that’s horrifying, she apologized and I decided to not be a nag. So I change the password and passcode, system activated and we go to sleep that night with the system armed. We woke up in the morning and my husband accidentally opened the front door to take our dog out, without disarming the system. He rushed to ask me what the new digits were to disarm the system and I told him, but the alarm kept beeping. I was very confused by what was happening so I decided to try the old code. Yep, it worked. So much for taking care of the problem.
So now I was *really* fuming. I emailed the girl back and told her what happened and said this is quite annoying and I would like my money back so I can go to a new company and give them my business. The next email I get is– to cancel your service with us, send us an email– translation: I can keep the $ 700 worth of equipment that took so long to set up and they will keep my money. I told the supervisor to tell me who I can escalate this to and I was told she can handle it herself. :) Yeah right.
If I could do it all over again, I would hire an alarm company that came and did the set up themselves. I like the Frontpoint technology at least the idea of it but interestingly each time the alarm has gone off in the last couple years in the old house and new, we have never received a phone call. My husband called their line once to cancel a false alarm but shouldn’t they have called us if the alarm was going off? Not sure what the system is there but doesn’t sound like they are on top of it. If there is an actual emergency every second counts so if I call them first going through their IVR, selecting the cancel false alarm option then that’s a problem in my opinion.

Incompetent billing department —
I cancelled during the 30 day risk free trial, which was a relatively painless process to initiate. When they refunded my credit card, they accidentally refunded twice. They called to inform me and that they created another charge on my credit card to balance out the extra refund (seemed a little weird, but no big deal).
At this point, I check my credit card to verify everything looked okay and see that when they re-​charged my credit card, they did that twice as well. For those keeping track, I now have 3 charges on my credit card and only 2 refunds). Of course it will take them another week to refund the rest of my money. One mistake seems understandable, two (of the same kind, no less) is incompetence.

We were robbed so after the deed was done we contacted Frontpoint for security. Best thing I ever did. Easy to install great customer service I called them once because I needed to know about my Internet not only did I get a call back immediately but also an email. Great company and security. I would highly recommend this company

Way better than ADT! And cheaper and with more features to boot (love the mobile app!). Super easy to install. Wish I’d switched sooner.

Fantastic service, easy install, feels like the security system of the future. We went with them after having a bad experience with ADT.

My wife and I purchased our first home together in December 2012. With such a large investment we wanted to protect our new home and future family. Before moving in I spent months and countless hours reviewing most of the readily available security systems out there.
None of the competitors them met my criteria. Then I stumbled upon Frontpoint Home Security. I’ve never heard of them before and there were only a few reviews. I think we were one of the first few individuals to join FrontPoint Security at that time. Their start-​up equipment package and monthly plan were also very well priced considering the features you get.
A few of the key points which helped my decision were
1) 100% Cellular Control Panel w/​built in back-​up battery (this should be what you look for in security panel)
2) Start up kit package included 80−90% of what I needed to secure my first floor
3)
enabled with ability to arm/​disarm/​moniter/​receive text alerts (I use this everyday to disarm my alarm on my commute home from work as I am pulling into the neighborhood. Also I get text alerts when my wife gets home before and disarms the alarm)
4) Monthly payment plan was fairly priced with 3-​year contract
5) Customer Service is based here in the U.S.A. Whenever I have a question, they either email me within 1 – 2 hours if its non-​urgent. If I need to give them a call, they are there ready to answer my questions in ENGLISH and help troubleshoot any issues I have.
Frontpoint Home Security is one of the best investments you can make to protect your home and loved ones. The price I pay monthly is nothing compared to the peace of mind I get with this security system. I am now researching on their Indoor and outdoor video cameras for additional peace of mind.

My wife and I researched carefully, almost getting ADT and Comcast security systems before we found FrontPoint. It took me about 30 minutes to install the system, and checkout with Frontpoint verified it worked. One of the door monitors failed some months afterward and Frontpoint immediately sent another unit. One the 2 occasions we have accidently set the system off they have called immediately, always utilizing our code word in case we were in distress.
I have had 3 floods in a downstairs bedroom over the years. Having a moisture sensor tied into the system greatly relieves my mind on rainy days.
An excellent system, economical, with excellent customer service!

My husband and I decided to go with FrontPoint after being pressured by another alarm door to door salesman. After researching FrontPoint, I really liked the concept of not having some random person traipsing through my house to install an alarm getting a look at the stuff I wanted to protect in the first place.
When I called them to order, they actually recommended less than what I wanted to install. He was super insistent on what I needed to protect myself wasn’t everything they offered. I did end up ordering more than what he recommended, but that was my own choice. I got the components within a few days. It was super easy to install all by myself, and it took less than an hour to install. Then I just got on the phone with them, and they walked me through testing each component to make sure they were receiving the signals on each one. This really took about 15 minutes. They are super patient and realize that you may be a little apprehensive about false alarms and such, since you are new.
Their website is super easy to use. You can monitor your statuses via website, ipad, or mobile. You can also arm and disarm remotely if needed. If anything goes wrong, one phone call and someone very nice and patient is there to help you.

No high-​pressure sales tactics? What do you call THREE phone calls before 7am of the next day? Lost my business before it started.