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Frontpoint Reviews

Reviews of Frontpoint from real customers
(483 verified)

Our Score
8.4
User Score
7.2
Our Score
8.4
User Score
7.2
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
12 or 36

Cancellation Policy

Can you cancel contract?
Undisclosed

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
483

Overall Score

Based on ranking criteria
8.4 /10

This Review is maintained by Chase Sagum

Review Last Updated: July 25, 2018

Most Helpful Reviews

  1. User Score
    10
    Matthew Leigh
    July 2nd, 2018 
    I've never had a problem with Frontpoint's customer support or equipment. It was easy to install, and anytime I've called, they fully resolve any issues. I went with this company due primarily to the cost and online research that shwoed they were the one for me to choose.Read More
  2. User Score
    10
    Mary Busseau
    April 20th, 2018 Peyton, CO
    They were more cost effective for us than ADT. We didn’t need as much equipment in order to cover the square footage of our home as we would’ve needed with ADT. Since it was all self-installation too, we went with it. We’ve had it since November and everything seems to work well. It was incredibly easy to set up everything and any additional pieces are very inexpensive. They’re very reliable.Read More

Security System Overview

Frontpoint provides world-class customer service backed by a 30-day money-back guarantee. Their mission is to deliver an A+ customer experience and a Safer, Smarter, Simpler home security solution. They do so with a wide range of wireless sensors including window sensors, door sensors, motion sensors, carbon monoxide detectors, and glass break sensors to detect signs of trouble. See below for our Frontpoint Security review.

Cost

Equipment and monitoring fees are competitive with other leading security companies. Frontpoint home security offers monitoring services in three packages from which customers may choose: protection monitoring, interactive monitoring, and ultimate monitoring. These Frontpoint systems have a monthly fee for professional monitoring, but that price is not disclosed on the website as prices may vary depending on each individual home.  We were, however able to get some numbers for standard costs of alarm monitoring.  The monthly price ranges from $34.99-49.99. Frontpoint security systems are all 100% cellular monitoring services, with the higher priced option offering additional add-ons like home automation controls and video surveillance monitoring. The mobile app is included in the Interactive and Ultimate plan only.

Contracts are available for 12 and 36 months. However, there is a $99 minimum equipment purchase. Pre-made, comprehensive security packages range from $199.95 – $349.95. Customers own all the Frontpoint equipment they’ve purchased and have a  30-day, risk-free trial. If you are unhappy with your alarm systems you may get your money back.

Here’s  what you get with Frontpoint Interactive Monitoring ($44.99/month):

  • 100% Cellular – Crash and Smash Guarantee
  • Intrusion
  • Fire
  • Environmental
  • Life Safety
  • 24/7 Professional Monitoring

Plus interactive features such as:

  • Email and Text Alerts
  • Remote Access and Control
  • Frontpoint app
  • Light controls
  • Geo-Services
  • Crash and Smash

The Good

Frontpoint equipment is easy-to-install. There are no installation fees, and Frontpoint understands the value of diligent customer service. One of the major selling points that helps minimize consumer risk is their 30-day money-back guarantee, so a customer can try Frontpoint security systems out and see for themselves. It appears that they satisfy most of their customers. Frontpoint has a loyal following. Their customers have continually rated them highly and applauded their services.

Some of Frontpoint’s great features include:

FrontPoint Skybell

  • NEW– Integrated Skybell Video Doorbell Camera
    • (available only with the Ultimate plan)
  • 100% cellular monitoring – safe and reliable
  • 100% wireless equipment – easy and portable
  • Mobile apps – interactive remote control
  • Full protection – intrusion, fire, environmental and medical emergencies
  • Upfront pricing – no hidden fees + 30day Risk-Free Trial
  • Easy to install – No drilling or hammering needed
  • Crash and Smash – Patented technology
  • Take it with you when you move – great for real estate investors

Frontpoint uses a simpler approach to monitoring options by offering a 100% cellular connection. Unlike other security companies, their wireless system is not dependent on a phone line, internet connection, or any other system within a home. Their system won’t go down if the landline or internet fails and all communication is built into the system itself.

While the system may be DIY, hundreds of happy customers have testified how easy it is to install. In addition, Frontpoint configures the system to your home before shipping it. Once you’ve installed the system, a quick call to Frontpoint will activate it and make sure it’s performing properly, or you can use their new self-activation process provided in the box. To top it off Frontpoint’s Monitoring Center is one of the highest-rated monitoring facilities in the country based on unbiased reviews.

Frontpoint also makes a diligent effort to constantly improve their technology. The Frontpoint app lets you control your system from anywhere using your mobile phone or tablet. In addition to the mobile app, technology advances extend to Frontpoint’s control panels. Current customers have the opportunity to upgrade their existing Simon XT control panel to the Qolsys’ IQ Touch-Screen Control Panel. New customers now also have the option to purchase the Touch-Screen control panel as a way to upgrade and receive the latest home security technology. This control panel creates an interface that makes full-system functionality easier to navigate than ever. This control panel is compatible with all existing Frontpoint sensors and is designed to support the newest technological advancements made in sensors and monitoring. The features of this updated control panel include:

  • 7-inch LCD resistive touchscreen (800 x 480 resolution)
  • Capable of supporting up to 39 sensors
  • 91 dBa internal siren
  • 24-hour lithium-ion backup battery
  • Tabletop stand and wall mount kit
  • SD card slot & customizable photo frame screensaver
  • Weather application included
  • Camera app and front-facing camera

Our experts have found that Frontpoint is reliable and they take care of their customers. Here are reasons as to why our experts believe Frontpoint provides quality home security systems:

  • The majority of their customer base has had an overwhelmingly positive response.
  • Frontpoint has only been in business since 2007, but they have already made an impression on the home security industry.

In addition to all this Frontpoint continues to innovate recently offering its customers with new Wi-Fi doorbell security cameras. These doorbell cameras include a motion detector and 2-way communication so you can always see who’s at the door through video surveillance and they never have to see you.

The Bad

The main drawbacks to Frontpoint that we found are as follows:

  • Upfront Costs: While equipment fees start at $99, they may reach as high as $449 if you chose to upgrade packages. For example, a base package includes 3 window sensors/door sensors.  If you were to customize their base package to include 10 extra door sensors/window sensors, you would pay close to $248.90 out of pocket.
  • Frontpoint Security Equipment Warranty: FrontPoint only offers a 3-year warranty on their equipment.  Many other competitors offer lifetime equipment warranties.
  • Time in Business: Frontpoint was founded in 2007. They continue to improve their service each year, but they are not as “established” as some of the other companies who have been in the industry for decades.

The Bottom Line

Frontpoint is one of the best in customer service, and anybody looking to use their services can’t go wrong.  And if they do… Frontpoint will make it right. They’re also rated highly pretty much anywhere you look, and there are hundreds of five-star ratings. They lay out all their information clearly on their website, and you can request a quote online. They provide great customer service, no hidden fees, 30-day risk-free guarantee, and top of the line technology and equipment. There is a reason they are one of the best companies with whom to work. Visit their site today!

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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  1. User Score
    0
    August 8th, 2017
    11 people found this review helpful!
    Terrible and dishonest company! I am being charged monthly for no service. I have been asking for months now to cancel payment on credit card and they come with one excuse after the other. Stay away!!!
    Read More
  2. User Score
    2
    August 7th, 2017
    5 people found this review helpful!
    I have had frontpoint for 5 years now, i ordered the original package that was $150.00. I originally had it in an apartment, then when i moved i just moved all the equipment to my new house. i have 10 windows and 3 doors, took me about 45 minutes for reinstall at the house. customer service is top notch. i also have installed remote interior lights, remote frontdoor deadbolt and cameras, all which i can remotely use from my phone. i did have to replace the backup battery in the main unit after 4 years, they overnighted a new battery and i just plugged it in, pretty easy. i really have no complaints. i would recommend them to everyone, i have heard so many friends complain about vivent and adt, fortunately i have had none of their problems.
    Read More
  3. User Score
    1
    July 31st, 2017 Overland Park, KS
    11 people found this review helpful!
    Frontpoint products are terrible. Customer service will try to get you up and running, but the products are difficult to install and not user friendly. They sent a smart lock TWICE and it did not work. This caused me to lose over 5 hrs of my time. I asked if they could send someone out to figure it out and the customer service guy said they do not do that. He proceeded to say that it was a common question and that my frustration was not unique.
    Read More
  4. User Score
    10
    July 28th, 2017 Cary, NC
    5 people found this review helpful!
    I love this alarm system. I don’t know how so many people had negative experiences.
    I had my garage broken into March 2017. I did my homework and decided on FrontPoint.
    I filled out the quote screen and in 2 minutes someone had called me. We discussed features, options, payment plans and contracts. Maybe I knew what questions to ask and others didn’t.
    I received my kit in a couple of days. Super easy setup and installation. Creating a web account and installing the phone app was super easy.
    Every time I had a question I got speedy customer service.
    In the past 2 weeks I had my system alarm activated.
    The call center was ringing my phone is less than 30 seconds.
    Both alarms were legitimate. One was from an authorized person who did not get the alarm code entered in time. The second was this morning when my alarm system was in Stay mode and I made a noise loud enough to activate the broken glass sensor.
    I LOVE the Geo Fencing feature ensures I never forget to set the alarm when I leave.
    I love the ability to set up accounts for family members so I know who arms and disarms the system and when.
    I love the fact the panel takes a picture of anyone trying to disarm the system. This way I will know if someone is using someone else code.
    I love being able to set up my own notification rules for each sensor or group of sensors.
    I have full control over so much.
    Bottom line I am thrilled with the product, service, and alarm responses.
    I don’t know why anyone could have a back experience.
    Read More
  5. User Score
    0
    July 28th, 2017 Bronx, NY
    8 people found this review helpful!
    I called and spoke with a representative named Alex about cancelling. She said I had 30 days to cancel from the date the equipment shipped. I refused the shipment when it was delivered. The equipment was returned and arrived at FrontPoint on July 18th. I was informed that my refund would take 5 business days. I called back to FrontPoint asking about my refund on July 25th. I spoke with an account manager, Dewayne, and he said due to a computer clitch my refund has not yet been issued. I called back on July. 27th about the refund and Dewayne again told me that due to a computer clitch my refund had still not been issued. I have come to the conclusion that I will never see my refund. I do not recommend this company. Lots of bells and whistles but no refund.
    Read More
  6. User Score
    3
    July 25th, 2017 Madison, WI
    10 people found this review helpful!
    I just got off the phone with FrontPoint to discover that I was signed up for not a 1 or 2 but 3 year contract. I spent hours on the phone with the rep to start services 9 months ago he sent some documents via email and stated it was everything we talked about. I signed the document not reading them (my fault) and was told that I would be able to cancel at any time. Now FrontPoint wants me to pay over 1K in termination fees. I am completely discussed with the fact that they would not disclose that these are contracts. I feel that I was tricked and lie to. I am cancelling my services and will never use them again. PLEASE BE SURE TO READ EVERYTHING YOURSELF AND DO NOT RELAY ON THEM TO BE COMPLETELY TRUTHFUL. I would have rather paid more to another company then be lied to and tricked.
    Read More
  7. User Score
    3
    July 25th, 2017 Sunnyvale, CA
    11 people found this review helpful!
    FrontPoint promised not to ship my order until I had given them conformation. The day after I put in the order, I emailed my sales rep to cancel and to receive a refund of my down payment. They had already shipped my order without my permission. I now have to pay for shipping back, and pay the first months fee due to their screw up. The way I see it, is the salesman wanted to get his commission and ignored my request. I am very disappointed and would warn others to be careful.
    Read More
  8. User Score
    8
    July 20th, 2017
    2 people found this review helpful!
    We’ve had Frontpoint almost 5 years. We’ve moved with them with no issues. We have had no false alarms that weren’t our own doing. Customer service has always been incredibly helpful even if a couple don’t exactly seem happy with their job. The system almost always works and Frontpoint has sent a replacement battery free of charge when the original battery gave out.

    Issues: The sensors are held up by stickers that give out. They used to send you new ones for free but recently started charging for them. You can find the exact same stickers at Home depot or hardware store for cheaper. It’s understandable that they use stickers because they advertise no drilling or nailing. This option does not cause damage when removed and the point of it all is the ease of setup and takedown. The stickers are just weak. Also, though the panel comes with a backup battery, it doesn’t last long and you have to keep the panel plugged in. Would prefer it to be wireless.

    With that said, I don’t think any other company can compare.

    Read More
  9. User Score
    0
    July 5th, 2017 Alamogordo, NM
    15 people found this review helpful!
    Paid $500 for initial set up. Customer service rep never told me I’d be committed to a contract of 27 months. When I had to discontinue service 9 months into it, that is when I was told I had to pay for the complete 27 months or get turned into collections. Dishonest advertising to get customers. Also was put on hold immediately when I explained I had never known about the 27 months. The little stickers you put on the windows and doors are a joke. They fall right off. I’ve now paid over $800 for a system I’ve never even had activated. Customer service supervisor’s whose name is Fernando Lopez, kept cutting me off every time I tried to speak and then would accuse me of doing so. He repeated himself over and over again like a robot saying I wasn’t letting me tell me what his offer was. His offer was for me to pay $300 more to cancel system I’ve never used and is nothing like how it was advertised. I never was told I’d be in a 36 month contract that I couldn’t get out of. I calmly asked him “if I have not been letting you speak, then how would I know that your solution/offer is for me to pay $300 more to cancel. There was very long pause and he couldn’t give an answer. He gave the answer “well, I understand how you feel”. Then tried to tell me long stories of how his cell phone company screwed him over. When I asked to speak to someone above him, he refused to give me any information and said he is in charge and there is nobody higher than him who I can contact.
    Read More
  10. User Score
    1
    July 4th, 2017
    16 people found this review helpful!
    Don’t do it. I wish I hadn’t. The censors are crap and constantly need to be “re-aligned”, even on doors and windows we haven’t opened since we moved in. It’s 50 a month for a system held together by stickers… that is not an exaggeration. And you can get them on the phone and move all the stickers just right and it will work again for maybe a month but then you’ll do it all over. We’ve had the “system” for 8 months, during that time it’s worked a total of three months after we did a full reset twice. When I called and said that I wanted to leave my contract bc it doesn’t work, they said I would have to pay 976.27 to leave the contract. We are getting a small claims lawyer to fight that. Don’t hire this company, it is a nightmare.
    Read More
  11. User Score
    5
    July 4th, 2017 Holden, MA
    10 people found this review helpful!
    My first encounter with their customer service/sales department turned me off from using this company. The rep I spoke to while getting a quote was rude, used super high pressure and it got to the point where I had to hang up because she would not stop talking to try to prove her point. Everything was fine until she asked when I was going to make a decision and sign the contract and I told her I would be gathering a few other quotes first. She bashed other companies, told me that I should listen to her about how I’m doing my research because she is the “expert.” Kept saying over and over again that I “wasn’t listening to her” Condescending, rude and obnoxious.
    The company could provide the most comprehensive security system out there, but I would be worried about the way they treat their customers/potential customers. I will not be using this company.
    Read More
  12. User Score
    9
    May 29th, 2017 Duluth, MN
    9 people found this review helpful!
    Excellent customer service. Very helpful during start-up of system, and ever since like when I had questions about adding devices. Have had the system for about three years and very satisfied. No false alarms, no problems when time to change batteries. I currently have 17 sensors protecting house and garage. I would like to add more and update current sensors to assure reliability but component prices are a little high so I guess I will have to wait until component age-related problems start to develop. It would be great if Frontpoint had an automatic component replacement policy to keep customers completely satisfied.
    Read More
  13. User Score
    0
    May 16th, 2017 Medford, NJ
    18 people found this review helpful!
    This is the most expensive monthly monitoring around. The only way to lower it is to sign up for the rest of your life. The equipment fails constantly, but they refuse to even give you a Velcro strip without charging you. Totally disappointed with it, and if you’re a senior, they take double advantage if you. Hate them.
    Read More
  14. User Score
    3
    May 8th, 2017
    42 people found this review helpful!
    I had read many reviews regarding this company and thought that it would be the best choice. I had purchased this system back in November 2016 and had enjoyed it very much. The people that I encountered over the phone were very nice and the system was easy to use. However, when I was out one day the motion detector went off. I was alerted and the police were dispatched. We had just moved into the house in October 2016 and still had no furniture in the room, no pets, nothing “warm that moved”, absolutely nothing that could have possibly set it off. My husband came home from work and we met at the house only to find that everything was as it should be. Nothing was broken, opened, or anything. We had beaten the police there and so we told them that they did not need to come anymore. We called Frontpoint and they appeared to be nice and gave us a new motion detector to replace the old one (it was still under warranty).
    Then, in May 2017 the motion detector went off in the living room. The police were dispatched again. It was in a different room during a different time of day then the first time. When we got there everything was fine as before. We were scared, frustrated, and angry. What is the point of having a security system that doesn’t work? We had spoken to Frontpoint that night and explained our frustration. They said that someone would be calling us within a few days to go over what had happened. I did not receive a call for almost a week. So, I called them. They stated that they never got the message to call us and had no idea of our concerns. They stated that all they could do was check the sensors to see if they are working and then send us new ones if they are faulty. What good does that do if the problem is in the technology? Mind you, it happened in two different rooms, at two different times of the day, when there is nothing in the area, still no pets, nothing moving or actively warm in there. Frontpoint stated that it might be the placement of the sensors and that this made the most sense. However, how is this so if it happened in different areas? The first sensor that was replaced had been fine since then, but all of a sudden the other one in a different room goes on the fritz? How does that make sense?
    Therefore, I asked what the penalty would be if we cancelled and they stated that we would have to pay the remaining balance. We had only had their service for 6 months and so that means we would be paying the remaining 2 ½ years, which was over 1,000 dollars. So let me get this straight, your equipment has been faulty twice, the police have had to come to our house because of this error, and because I want to cancel, I am penalized? Let me be clear that this is the first negative review I have ever written. I am only taking the time to do this because if I knew that there was an issue with the equipment then I never would have gone with this company to begin with. I would like to add that many of the people that I had spoken with at Frontpoint have always been nice, but what is the point if I don’t feel safe with their system?
    Read More
  15. User Score
    10
    May 2nd, 2017
    9 people found this review helpful!
    I am very happy with my choice to go to Frontpoint. The equipment was delivered in a timely manner, installation was a breeze, less than 15 minutes total, the customer service has been exemplary. My hand was held through the whole process, they were extremely patient with me. Love the ease of wireless and having the option of the phone app to control from my phone. Ten Stars!
    Read More
  16. User Score
    1
    May 1st, 2017
    25 people found this review helpful!
    I am writing this as I have been awake since 4:00 am thanks to the glass break sensor going off on its own. Twice. With no loud noise to trigger it. And a control panel announcing the malfunction every ten minutes until I finally figured out how to shut it up.

    That wouldn’t be so bad–anything can malfunction–if it weren’t for the fact that this was the FOURTH TIME a glass break sensor has gone bad on me since I started with Frontpoint less than two years ago. I’m waiting for customer service people to get to work so that I can go a round with them again. They’ll be polite and professional–they always are–and they’ll replace the unit–they always do. But this will happen again in another few months.

    If you value your sleep, go with someone else with better equipment.

    Read More
  17. User Score
    1
    April 21st, 2017 Wimberley, TX
    18 people found this review helpful!
    Sensors are constantly not working properly, meaning the system stays disarmed more than it is armed. Customer service is lukewarm at best without any real concern or understanding of your issue. Moving to another house and I opted to pay out of the remaining contract rather than have to move a non working security system to a new location. Please do not waste your time with them and get a traditional system where a technician installs and services your system.
    Read More
  18. User Score
    10
    April 13th, 2017 CA
    9 people found this review helpful!
    We live in Alaska and the home and boat shed are protected with motion and contact alarms. We are happy with the service, nice to be able to monitor to include setting and deactivating the alarm system. Enjoy the peace of mind.
    Read More
  19. User Score
    3
    April 11th, 2017 Birmingham, AL
    25 people found this review helpful!
    — Beware of the cancellation policy —
    After one year after having signed the contract, I still haven’t unpacked the system nor activated it. I called today to cancel my contract and FrontPoint told me that I needed to pay 80% of the remaining value of my contract ($700) so they can be break-even. Strangely I proposed to return the untouched equipment as they told me it is worth $600 but they were not interested.
    Read More
  20. User Score
    0
    April 8th, 2017 Northampton, MA
    30 people found this review helpful!
    Last night I started researching home security companies, & Frontline was rated very well with good reviews, so I went to their web page & filled out the contact info.

    I really don’t like leaving a phone number & rather be contacted via email, but I want to get a security system installed pretty quickly so I did so.

    Beginning at 10:24am this morning (Saturday), I received not one, not even two, but FOUR calls in a row with 10-15 minutes in between each with NO VOICEMAILS. I do not pick up on unknown numbers because of telemarketing. If a voicemail had been left at the first call, I would have called back & possibly gone with this company. Nope, the 4th call I picked up and it’s a Frontpoint sales rep, who I promptly told off for blowing up my phone with no voicemails – he then said something about this being “policy”?!

    Read More
  21. User Score
    4
    March 29th, 2017
    30 people found this review helpful!
    The equipment, technology and customer service are all good, however when it’s time to deliver services, they fail miserably. I think because they are relatively new to the industry, they are do not know how to quickly reach emergency services as the larger companies do. I have had the service for 2 years and had my first incident last week and I feel cheated. It was a door breach and asked FrontPoint to dispatch the police and I would meet them at the house as soon as possible. Unfortunately, when I arrived home, 57 minutes after I received my call, the police were not there. I surveyed the property, then when I felt it was safe, entered alone. After entering, I called FrontPoint to see if the police had been there and gone, only to discover that they had never been there. I also discovered that It took FrontPoint nearly 20 minutes to reach the police dispatch; which I consider too long. All I could think of after all this, was the several false alarms I had with a former company, and recall meeting the police at my home many times. I know FrontPoint cannot ensure that the police will respond, but then again, what service did they provide to me, the one time that I needed the help? I guess as long as you don’t have a need, it’s a great company.
    Read More
  22. User Score
    0
    March 10th, 2017
    42 people found this review helpful!
    AVOID FRONTPOINT, DON’T BELIVE THE LIES
    Short of it:
    Billed for Services never received, reps that lie and misrepresent to try to trap you into their contract, cheap and inadequate equipment, overpriced cameras, horrible overall customer service
    Long of it:
    Dishonest customer service representatives. From the very start the people working at Front point were dishonest. Of the four different reps I talked to all but the first said “the information you were told by the previous rep was wrong” basically yes you were lied to and we don’t care. Let’s start with the person who signed me up. I had entered my information on the website and within minutes was contacted by a rep. All I wanted was some information about the system because the website was not very helpful and was more oriented towards collecting peoples information rather than providing it. I explained to the rep my home and what I needed. I made it a point of asking about the fire and carbon monoxide alarms to make sure they were included in the basic set up. Once I stated that I was only looking for information the hard sell began. The rep then began pushing to close the sale instead of listening to what I needed for the home. After pushing a low price that would only be available for a limited time and getting a 60 trial period I relented to try the system. I was told on the first call that my first month would be free and the monitoring did not take effect until the system was set up and activated by me. I made sure to stress that the free month and monitoring did not start until I actually installed the system and made sure I liked it and it worked and was told yes. Then when I received my package a full week after the date I was given that it would be here, two weeks from first contact. It was missing the fire and carbon monoxide detector. And it had in it three indoor cameras. When I spoke to the rep I told him that I needed two cameras for watching the front and back of the house and one indoor for the dogs. What was I going to do with three indoor cameras? Then I called and was ready to cancel when another rep who was very apologetic said he would fix the problem by sending the missing equipment and trading one of the cameras for a doorbell camera at no charge. If I wanted outdoor cameras it would be $300 each. I asked again about when the monitoring would start since I did not set up the system when I realized it was incomplete, again I was told the first free month of monitoring would not start until I actually installed the system and I got all the parts for it. After another week of waiting for the missing equipment it arrived. The doorbell camera was crap. It needed to be plugged into a socket. Well this home was built in the 50’s the doorbell is right along side the door jam about waist level. Am I supposed to look at people’s belt buckles to see who it is. Even with the wide view seeing a person’s face is too difficult for good recognition. At this point I am done with front point. The security system was not of a very high quality. The cameras were absolute crap and totally over priced. I went to Costco and bought a set of 8 with night vision and a whole bunch of special features that frontline hasn’t even dreamed of for $400, no monthly fee either. So, third person I talk to I tell them I want to return the system I am not happy. They ask why I didn’t set the system up to try it out, obvisouly they can tell that I never installed the system from their end. Like if haven’t even given the system a chance why send it back and I told them why would I set up an incomplete system that I am not happy with. They didn’t really have a response for that but say they will send me the boxes. Then the first of the month comes because this is all within a month from that first call and I get a bill on my credit card not the card I approved them to bill but the card I used to pay for the system. I immediately call them wondering why I am getting billed for monitoring services that they have never provided and I am told that the monitoring service began when they sent the system and that first free month was during that time they shipped my equipment and had to resend the correct equipment was part of the monitoring period. The whole time the equipment sat in the box never opened. I told the rep that I had been told on multiple occasions that the monitoring period did not start until I actually installed the system and he said no that wasn’t correct I was told wrong. And that since I hadn’t returned the system (it had been five days since I called in to cancel the system) that they were charging me the next months fee. He stated the date that I had called the second time to return the extra indoor camera as the day that I was supposed to have returned the system, not the actual date that I canceled which was almost two weeks later. I NEVER SET UP the monitoring system but was CHARGED for a month of monitoring AFTER I RETURNED the system. Yes I returned the system during the first week of the month and they charged me monitoring service for the whole month that they had the system in their possession. Thankfully I had the 60 days instead of 30 or I would have been screwed thanks to them delaying in sending the equipment and then taking their time replacing it.
    Read More
  23. User Score
    10
    March 10th, 2017 Tacoma, WA
    18 people found this review helpful!
    I am reluctant to give them a 10 rating because of the issues I had during the trial period. Like faulty sensors that took repeated attempts to resolve. But they promptly sent replacement sensors. They were polite and attentative while I described my problem. I like their customer service. I called them to request a document for insurance purposes and that was taken care of by the time I hung up the phone. There customer service is going to keep them in business along with good product. All my issues are resolved the system is up and running and performing well. There is one issue that I have and that is with a motion sensor that my 10 pound dog can activate. I’ve tried inverting the sensor along with elevating the location but that doesn’t work cause if the dog jumps up onto the back of the sofa/chair the sensor will activate. No fault of FrontPoint. That’s inherent of the sensor doing what it was designed to do. Keep up the good work FRONTPOINT ?
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  24. User Score
    8
    February 17th, 2017
    13 people found this review helpful!
    The upfront fees are to much and why is it necessary
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  25. User Score
    8
    February 1st, 2017 Vestal, NY
    10 people found this review helpful!
    Not happy about the upfront fees. If your so confident their shouldn’t be any.
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  26. User Score
    7
    January 26th, 2017 Peterstown, WV
    16 people found this review helpful!
    not that impressed with the price, upfront fees or ‘limited’ warranty of 3 years. There are more affordable companies if you shop around.
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  27. User Score
    0
    January 17th, 2017 Las Vegas, NV
    35 people found this review helpful!
    So far this place gets a big fat 0. No pricing or contract info on their website. Fill out the contact form and they require a phone number, I don’t want a sales call I just want pricing. There is NO reason they cant accomplish this through email. What exactly are they hiding by not publishing prices on their website. I have submitted the request for a quote and instructed them to only contact me via email, so far nothing from them. Pretty sure they tried to call a couple times, but wont leave a voicemail.
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  28. User Score
    0
    January 11th, 2017 Pasadena, CA
    30 people found this review helpful!
    Customer service is kinda rude. dont entertain your needs properly and won’t listen to you especially if you tell them your monthly budget.
    Read More
  29. User Score
    10
    January 6th, 2017 Harrisburg, PA
    18 people found this review helpful!
    Customer for last 6 months. My system was delivered promptly, was easy to set up and reliable! Very happy with Front Point. They should do more advertising. Never heard of them before google search while shopping!
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  30. User Score
    10
    January 6th, 2017 Saint Louis, MO
    14 people found this review helpful!
    Had it for 4 year and it works great
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  31. User Score
    9
    January 4th, 2017
    18 people found this review helpful!
    Had this system for 5 years. Highly recommend. Great customers support
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  32. User Score
    10
    January 3rd, 2017 Boynton Beach, FL
    17 people found this review helpful!
    I’ve had this system so long, I don’t remember ever being without it. Whenever. (SELDOM), there is a problem, operator operation is most likely the cause. I’m can attest their tech’s are quick to assist with any problem. Their mannerism is very professional, and the instructions given to correct the problem is through and most importantly, understandable.
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  33. User Score
    5
    January 2nd, 2017 Florence, SC
    23 people found this review helpful!
    This service did not work for me. The alarm would alarm as soon as I left the house. I never knew if it was real or unreal. Many headaches over this alarm
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  34. User Score
    10
    January 2nd, 2017 Gettysburg, PA
    8 people found this review helpful!
    Have had FrontPoint Security for a number of years now and their products/customer service have been exemplary as advertised. I had to call for customer service a few times because the main monitor was not connected to the sensors I had placed. They walked me through the troubleshooting or had sent me stronger sensors to correct my problem and I have not had an issue for a couple of years now. They are very reliable for me. For those that are DIY, seriously think ahead to where you want to place the different types of monitors they offer so you have maximum security coverage for little cost.
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  35. User Score
    1
    January 2nd, 2017
    39 people found this review helpful!
    The motion sensors in the window kept falling off because adhesive was weak and caused false alarms. I spent several hours on the phone with the representative to fix the issue. Too much work is required on the part of the customer to ensure system works properly. I have being paying in protest for a system that has been replaced for over a year. I advised the company that because the upkeep of the system was too much work and i did not have the time, i wanted to terminate the contract. They diasagreed and were unwilling to even allow negotiation out of the contract. They required me as a customer to pay for the full term of the contract even if not satisfied with services and/or not using the system because they claim service is still being provided even if I dont use it. I’m aware that nonpayment can impact my credit so I pay in protest. I do not recommend this company based on my experience.
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  36. User Score
    7
    December 14th, 2016
    24 people found this review helpful!
    Sales was helpful explaining system and contract.
    Customer service is 10/10. Very knowledgable and helpful at any time.
    Delivery very timely.
    Product appears stable (no false alarms) but soft buttons on controller stick in sometimes when setting and if you are not watching you can leave believing the alarm is set when in reality it isnt. I would like to see current status of mu alarm on my phone.
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  37. User Score
    2
    December 12th, 2016 Denver, CO
    25 people found this review helpful!
    Specifically spent a great deal of time with their Representative on compatibility and options with additional sirens. I was provided incorrect information and now it will cost me an additional $100. I wonder if this was just to sell the system of their lack of Training on Frontpoints side of there Customer Service Reps. Either way, not happy they provided me with wrong information on something that is very important to me and I spent time to research and question. Even worse their response in questioning why they told me there were many compatible sirens when now they guarantee only one was, sorry! At my cost!!! Frontpoint should stop bragging about their customer service.
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  38. User Score
    6
    December 10th, 2016 River Edge, NJ
    26 people found this review helpful!
    Product Review: Based on all the positive reviews from all the websites I initially felt this was the best product in the market. There are some flaws.
    1. We need to install the motion sensors and other sensors on our own. The package that arrived did not have clear instructions which resulted in me making multiple phone calls. That’s a waste of time. The product arrived in good shape. There are some restrictions regarding the angle and depth in which motion sensors work. As a user I may not be aware of scenarios that don’t detect activity. This job should be taken care by the company. They don’t send any representative home!!. It’s easy to fix. But that’s not the point.
    2. One of the motion sensor did not work after 2 months and it was exchanged. Basically you need to keep monitoring if all the devices are fine, since you don’t know when they will fail. They don’t inform you.
    3. The adhesive tapes of motion sensors are not string enough and they keep falling. This can be deadly if the burglary happens to take place when sensors are fallen on the floor.
    4. One of the representative told me that the motion sensor should be places at CHEST level. Oops the product cannot detect motion otherwise!!

    Billing Review:
    1. They messed up one of the billing payment by not charging me since they did some upgrade to their website.

    Customer Service:
    1. Their customer service is good and respond to the queries quickly without too much wait time.
    Something to keep in mind is that, when you have a bad product you are better off having a good customer support!!

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  39. User Score
    0
    December 9th, 2016 Ridgeway, SC
    34 people found this review helpful!
    have a total of 3 FP systems. motion detectors do NOT work as advertized. they do not ignore pets less than 40 #. I have cats and all together they do not weigh 40 #. after 4 alarms, CS told me to turn the motion sensor upside down. still had alarm. told me to put sensors in a drawer. sent new sensors. still have middle of the night alarms. now they tell me the cats are setting off the alarm 5 feet to 6 feet off the floor in the middle of the night. there is nothing they can climb on to get that high. now they want me to buy a sensor that takes pictures to see what is setting off the alarm and a touch pannel is required, at extra cost. THEIR PRODUCT INFORMATION DOES NOT MATCH WHAT THEY ARE SELLING!!!!!
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  40. User Score
    1
    December 9th, 2016
    35 people found this review helpful!
    After researching dozens of companies I decided on Frontpoint because they promised me that their system would easily setup two zones so that I could monitor my house and outbuilding separately. After learning the system and spending time to set it up, I called tech support (like I had been instructed) only to find out that what I wanted to do was not possible with the current software. Also if you going to purchase this system, I was told that $400 was a bargain for their $900 system. I found out on-line that if you go through Angie’s list you can get the same setup for $199 and you get a $100 Amazon gift card. Bottom line – be careful about what they say, it’s the typical story of “tell them what they want to hear to make the sale”.
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  41. User Score
    9
    December 2nd, 2016
    22 people found this review helpful!
    Font point customer service is great…BUT because its self installation or DIY…you have to pay someone to install things if you are an electronic dummy. Which we are. We had cameras everywhere for our business. With constant issues the friend of ours who was a professional in this area was always coming to the house when things went wrong. You can’t change the passcode to your wifii for if you do you basically have reset the whole system and that is a hell of a ride to try to do another overhaul. Thus costs for us went up…Now customer service WILL help you. They will walk you through things with kindness and patience. But we get frustrated easy and so its easier for us to get someone who understands this stuff. The other negative is their is noone around later at night. THey close early. Only for emergencies so though they are looking at that…it has not yet to be done.
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  42. User Score
    4
    November 30th, 2016
    19 people found this review helpful!
    I had service with frontpoint for a year. Unfortunately I went through 3 smart panels and 1 sensor, which all ended up freezing up on me and failing . It came to the point where i would enter my home and all that was needed was to enter one random number and the panel would freeze for a solid 15 to 20 minutes… Than eventually the alarm would go off. Technical assistance advised to reset my system, but i would still run into the same issues with my panel. When I had a break in I had enough and canceled my contract. Costumer Service itself is wonderful,they are highly professional and courteous but I am concerned that some of their product itself are faulty. I hope they will look into this
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  43. User Score
    3
    November 19th, 2016 Chicopee, MA
    40 people found this review helpful!
    I enjoyed their service for a little over a year, though I must say their sensors were very finicky; I’d try to leave the house in a hurry in the morning only to be told that one of the sensors wasn’t cooperating and the system couldn’t be set. There was also, as it turned out, only a single isolated area in my basement where I was able to place the main console unit and have the system work, which was inconvenient.

    But I hung in there until one evening suddenly, the smoke detector, which had been attached to a ceiling with the tape they provided, crashed to the floor, breaking and setting off the interior siren – a head-racking experience. And I was utterly unable to turn it off by entering my personal access code. Customer service reached me quickly. No problem there. But when I explained – through the shattering noise – what happened and that I couldn’t turn off the system, the first rep first put me on hold for about five minutes, then returned and tried to walk me through steps which didn’t work at all, then told me he was connecting me to someone who could help me right away. Instead I was transferred back into their miserable phone tree, where I had to start from scratch with someone else – the siren blaring all the while (and my dog trembling and clutching me and refusing to let go.) The second person also put me on hold for about five more minutes, then told me they couldn’t help me but they’d get me right to someone who could. Instead, I’m sent right back to – you guessed it – the phone tree. I ultimately reached someone else with whom I had to start from scratch. They didn’t know what to do either. This is about 15 minutes of wait by now. At that point I smashed the system on the floor to get the siren to stop.

    Furious with the incompetent service after this incident which shouldn’t have happened in the first place, I told them I wanted to cancel my service. I was offered as an “enticement” to stay, three months free service, plus the new replacement sensor. OK, I thought, that’s fair. Ok, great, let me put you on hold a moment, the rep told me. About ten minutes later he returned to tell me he could only offer me one month, not three, of recompense. I cancelled.

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  44. User Score
    6
    November 16th, 2016
    15 people found this review helpful!
    It’s good over all but we moved and no longer need the system and owe 80 percent of the balance which is 900 dollars. There’s no way I’m paying that at once right now so we are stuck paying when we barely use it.
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  45. User Score
    9
    November 16th, 2016
    7 people found this review helpful!
    GREAT security company with highly professional employees.
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  46. User Score
    9
    October 19th, 2016
    10 people found this review helpful!
    very good
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  47. User Score
    0
    October 12th, 2016
    32 people found this review helpful!
    my wife got a job out of state and we moved and didn’t need a security system at our new house so now we are stuck with it making monthly payments for two more years frontpoint said we have a contract so to bad
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  48. User Score
    10
    October 12th, 2016
    10 people found this review helpful!
    THIS IS A MARVELOUS SECURITY SYSTEM. THE CUSTOMER SERVICE IS PROMPT AND HELPFUL. THE EQUIPMENT WAS EASY TO INSTALL. I WOULD RECOMMEND THIS SYSTEM TO ANYONE LOOKING FOR THE BEST.IN HOME SECURITY.
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  49. User Score
    4
    October 4th, 2016 Miami, FL
    24 people found this review helpful!
    I have been with frontpoint a number of years with many of their products. A few months ago I lost connectivity with my thermostat, mainly when I travel. I have spoken to a number of their support people on different levels. They have given me so called solutions and none of them work. Different technicians seem to have different ideas but no real clue. This is an acute problem for me as I am away from home a lot.
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  50. User Score
    10
    September 28th, 2016 Nitro, WV
    9 people found this review helpful!
    They were excellent to work with. Anytime I had a question they were there to help and were extremely polite on the phone. I was amazed at how much they wanted to help me. I was also reassured by the knowledge each service representative had of the product. I was never put on hold so a representative could look something up or ask another representative a questions.
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Our Score
8.4
User Score
7.2
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
12 or 36

Cancellation Policy

Can you cancel contract?
Undisclosed

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
483

Overall Score

Based on ranking criteria
8.4 /10
Our Score
9.0
User Score
7.9
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
2,277

Overall Score

Based on ranking criteria
9.0 /10