Frontpoint Omdömen 12 784

FrontPoint charges an 80% cancellation fee of the remaining contract and innovation is at best, sparse. Beware, consumers.

When I signed up for FrontPoint in November 2021 as a first-time homeowner, the representative didn’t mention early termination fees or the alarm permit required by my city. This was the beginning of my issues.

Within the first six months, a false alarm led to a $300 city fine. FrontPoint claimed they had informed me about the permit requirement and sent a notice. When I requested proof, I received only a screenshot from a system log, not the original time-stamped email.

The contract states that failing to meet their service level agreement should allow hassle-free cancellation. Currently, the system isn’t meeting my needs for several reasons:

1. The doorbell camera suffers from significant video lag and low quality (720p). Half the time I have to close the app and reopen it before I can get a live image. My hardware currently supports just slightly north of a steady 12+ volts. I felt ripped off after seeing Ring.

2. There’s no integration with current home automation standards like Google Nest, Apple HomeKit, Apple TV, or Amazon Fire TV. Forget about camera views on your TV.

3. They tout voice assistant interaction, which feels like a gimmick compared to modern web API developments. Voice interaction is not synonymous with system integration.

4. I suspect their use of GE brand parts limits compatibility. Is this truly Z-Wave or a proprietary hybrid? I don’t know. I’m not a hardware developer.

In 2016, FrontPoint published a blog post emphasizing integration through their app, dismissing third-party integrations like Google, Amazon, Apple, or IFTTT. Comments from as far back as 2016 complained about integration issues and a lack of compatible, available inventory lists.

Home Automation is Better When It's Integrated

FrontPoint states, “What you want is a single interface, from which you can look at your cameras, arms and disarm your alarm system, control your lights, reset your thermostat, and unlock (or lock) your doors.”
frontpointsecurity. com/blog/home-automation-is-better-when-its-integrated

For example, Bob commented on February 13, 2016:
“I think FrontPoint needs to find a way to differentiate "not supported" into two groups. One is that there is no way to interface the device, versus it can be interfaced but we do not have the experience/training to provide help with the device.”

FrontPoint's ultimate response focused on security concerns, sidestepping the integration issues. This stance allows them to avoid further development while subtly criticizing other technologies that have continued to innovate. Their app is merely a rebranded version of the Alarm.com app, with no unique customization.

Regarding service levels, my early termination fee was quoted at $239.95 (80% of my remaining contract). I raised issues of poor integration and the permit notification failure, requesting a fee reduction. After a long wait, the representative's supervisors denied my request. When I protested, I was transferred to Terrence, who denied responsibility and claimed permit notification was “optional,” contradicting earlier statements.

The lack of integration and poor customer service is disappointing. FrontPoint fails to deliver on the integration promises they use to sell their products. For $576 a year, what have they improved since 2016?

In the end, I canceled my contract in favor of a more integrated solution. Despite the high fee, they couldn’t guarantee no further charges, requiring me to call back to check for additional billing. This lack of monitoring in 2024 is astonishing.

Customer service is terrible. Takes forever to get a hold of somebody and even longer to get resolution. I’ve been a customer for 10+ years.

Easy customer service. Quick response times. Good security service.

I think Frontpoint has changed. When I first joined a few years ago, there used to be "fumbling" and "bumbling" and mistakes. That was a few years ago I. Now Frontpoint seems more efficient and accurate. I like this Frontpoint better.

I have not used the service since the end of 2023--it wasn't working and I decided on something else. I called to cancel the service in March and was told I had to go online and put it in writing. They kept calling me and were rude saying I had a contract, I could not cancel without a penalty---I have nothing in writing about this. I had been with the company since 2020 and had no idea there was a "contract" that is apparently for a lifetime. I finally went online to cancel as instructed-- and the form says you need to speak with someone!
And THEY will contact you---but not for several days, according to the calendar you need to mark. I blocked all payments from my CC. This is such a scam. In addition, the form states that by sending in the request to cancel, you are giving them permission for all kinds of marketing, including telephone calls. I did not send in the form as I don't want all that spam--I had already told 4 different people to cancel. This is a total scam operation. I will be contacting the Attorney General to file a complaint.

Been with Front Point for about 5 years. We recently did a complete upgrade of all our sensors & system. Was stress free and very uncomplicated. AND.. when it was time to call with a " few" pesky questions.. I had a customer service -Tech rep help me over phone for about 45 mins. We are up and running and its all Good.

Great experience.

I have been with this company for 14 years and I have never had a reason to remotely consider anyone else. Their customer service and support has been effective and efficient. The last representative was patient and helpful. Keep up the great work.

Having been a loyal customer of Frontpoint for over a year following the completion of my initial three-year contract, I am deeply disappointed by the company's unethical business practices. My journey with Frontpoint began in December of 2018, and while the service initially met my expectations, my attempts to cancel my subscription upon the contract's conclusion revealed a darker side to the company's operations.

Despite fulfilling my contractual obligations and remaining a customer for an additional year beyond the contract's termination, I was met with significant obstacles when attempting to discontinue my services with Frontpoint. The process of cancellation, which should have been straightforward, proved to be anything but, as I encountered a myriad of challenges and obfuscations that hindered my efforts to terminate my subscription.

It is important to note that I did not seek to cancel my subscription until well after the conclusion of the three-year contract, demonstrating my commitment to Frontpoint and my willingness to continue utilizing their services. However, what ensued was a frustrating and disheartening experience marked by bureaucratic red tape, misinformation, and relentless harassment for payments.

Even after taking proactive measures to prevent further charges by canceling the card attached to my account, I found myself inundated with daily calls from Frontpoint's billing department, demanding payments and resorting to aggressive tactics to coerce compliance.

Furthermore, my attempts to resolve the matter with Frontpoint's customer service department only led to further frustration, as I was met with arbitrary requirements and an utter lack of empathy or understanding for my situation. The insistence on a written cancellation notice with a 30-day notice period, a requirement conveniently omitted from earlier communications, only served to prolong the resolution of the issue unnecessarily.

Frontpoint's disregard for consumer rights and fair business practices is deeply concerning and warrants immediate attention. My experience serves as a cautionary tale for others considering Frontpoint's services, highlighting the company's lack of integrity and respect for its customers.

In light of these grievances, I strongly advise potential customers to exercise caution when dealing with Frontpoint, as the company's unethical behavior and predatory tactics make them unworthy of trust or patronage.

The agent we spoke with was so helpful and patient. He got our questions answered and took care of our issue.

I have been with Frontpoint for two years, and every tech call I have had to make (which weren't too many) was attended to swiftly, and accurately. I'm in the web hosting business and am familiar with tech support systems and those who work them. I'm quite pleased with these guys.

Avoid this company at all costs. FrontPoint Security's cancellation practices are the shadiest I have ever experienced. I have been a customer for 11 years. My three-year contract expired in June 2016, and I am now a month-to-month customer. I sold my home this month (March 2024) and wanted to cancel my service. Notice of cancellation must be provided in writing, but the FrontPoint website does not provide any information on how to cancel. The "How do I cancel my FrontPoint Service" FAQ questions page results in a 404 (page not found) error. I called customer service on March 2 at 4:16 p.m. EST to cancel my service. Despite customer service hours being advertised as 8 a.m. - 11 p.m. EST, the phone system said I was calling outside of normal business hours. I completed the automated prompts over the phone to cancel and received an email link with a form to fill out to cancel service, which I filled out immediately. That form then required me to schedule a callback from FrontPoint. Because of my work schedule, I could not schedule a callback until March 15. A FrontPoint representative called me on March 15 at 1:07 p.m. That representative, however, would not cancel my service over the phone. She sent me yet another email, which I had to reply to expressing clear intent to cancel my service, despite the fact I had already completed the online form. I repeatedly asked for my complaint to be escalated to a supervisor, but the rep refused to do so. Furthermore, FrontPoint will be charging me for a final month of service, and though I had been paying a discounted rate of $21.19, I will be charged $45.57 for the final month of service per the email I received. The rep did not disclose that amount to me during the phone call on March 15. It remains to be seen whether my service will now be canceled. I will be reaching out to my credit card company and a lawyer if it isn't.

Have been with them for years and the system never worked correctly. We would change out batteries and all sorts of things they recommended and in never helped. If I called in to customer service, I was on hold for 30 mins to an hour every single time. I finally went to another company because I was so sick of them and they give you no way to cancel online and make you talk with them. I requested cancellation multiple times and they kept charging me. When I finally got ahold of someone, it was around the 6th of Feb and they said that they needed a cancellation before the 5th and they require a 60 day notice so after telling them to cancel for 3 weeks they get me on 1 day and keep charging for the next two months. Cannot say anything good about this company or how they do business. Stay away, there are plenty of better home security companies that actually treat their customers well.

I have had a few minor problems but the front point team has been great in helping me solve them. I have been a customer for a long time and will be upgrading my front point system soon. They have been very good to work with.

Very efficient and professional service as usual.

It used to be when an alarm went off, Frontpoint called immediately to check. For the past year or two, no one calls.

They've removed their phone numbers from their app because they want you to find your help online without contacting them. If you do call, you may or may not be able to understand the person at the call center. Any problems with their equipment and they try to renew your contract for another year or buy replacement parts.

I've had Frontpoint for more than 10 years. So very pleased with the equipment, service and customer support. Have had other home security companies stop by my house and don't compare.

Equipment starting to fail after 4 years and replacement costly plus no equipment available, which completely flustered me. Now refusing to release me from the contract even though core equipment (smoke and heat sensor) replacement not available. Nightmare.

Frontpoint is one of the best by my own personal experience. I am never felt so secure in my life when I leave my home for vacations and daily trips to work. My big dogs don't affect it at all. I got 2 motion sensors in my house and do wonderful for big pets. There equipment is truly dependable.

Most patient and caring customer service! Better than five stars. Walked us through replacing a door sensor, making us feel important.