FrontPoint Security Solutions
Reviews and Complaints

I have been a frontpoint customer since 2014 when i started renting. I moved to a house in 2017 and everything started off fine. Now all of a sudden, frontpoint has allowed the police to ILLEGALLY wiretap my system so they know every time my door opens and closes. Talk about a violation of privacy. I am being racially profiled in the neighborhood and thanks to frontpoint, they have made my life worse. I do not have a warrant and I have never in my life been in trouble. So I'm basically paying for service to be spied on. The sad thing is that I just upgraded all of my equipment and I will have to pay alot of money to get out of the contract. I want help to get out of this contract. When I called and asked why was my system tapped the rep stated that I was under criminal investigation. This company should be shut down immediately!

This is not fair! I would not recommend this company to anyone!

Revised: 5JUL23

“Frontpoint marketing and financial practices are totally predatory, detrimental, deceptive, unlawful, and dangerous for consumers. helpless customers that were misled, exploited, and unfairly treated by this home security system company. “They have made a name for themselves by offering unique packages and products that happen to be untrue, distorted and faulty, falling short of real expectation and delivery of services in good faith which puts them at the center of a lot of consumer complaints. Their WRITTEN CONTRACT THAT LOCKS YOU DOWN FOR 3 YEARS, it is concealed and masked, and cancellation procedures are not displayed including their online account portal. In addition, they have in place a large-systematic fraudulent scale of electronic auto-payment which is arranged to overcharge customer in a monthly basis, even after months of cancellation, despite of service failure, shortage, disruption, and defective equipment. It is an awful service. In my case, I sold my house, and I was literally forced to stay in contract or pay a whopping amount of $1,800 for cancellation. We tried many times to settle this account in good faith and they rejected every single one of our offers. Two years later, without duly process, proper notice and arbitrarily they sent a fabricated, fake and devious bill to collection which was reported to the credit bureau to damage our outstanding personal credit. We are suing this company for unlawful and unfair business practice, consumer right violations, abuse of financial power and deceptive trade practice. We cannot stretch enough that kind of larceny, misappropriation, and thievery this company does. Please, report, take action and safeguard yourself from Frontpoint.

I went to cancel the service, no contract, and the next day my account was locked and when I went to call I could not reach anyone.

This went on for a couple weeks when I finally after being on hold for 3 hours someone answered, after trying to speak to a supervisor as I was getting no where with the fist rep. I was hung up on. The will not stop taking money out of my account and flat out refuse to allow me to cancel.

I have reported this company to the following not limited too the FTC, Secretary of State and others.

This company is doing unethical business practices and should be a class action lawsuit for unlawfully taking peoples money. I plan to follow through with this to expose these criminals once and for all.

Cannot cancel service. Was told there's a contract in place and I would have to pay the balance to cancel.

Overall system is weak and expensive. There are higher resolution cameras available for 1/4 the price from Amazon, with no monthly subscriptions required. The base unit is troublesome. I've already had to pay to upgrade a component last year (internal modem card) - I had no choice but to pay. The internal battery also doesn't last very long and has to be replaced annually.

Customer service was rude, and dismissed me saying it couldn't be cancelled, and that after the contract was up I would still be charged monthly - there's no way in their system to not renew automatically at the end of a contract term.

Here are some recent experiences

1. The sales staff is not very knowledgeable about product or solutions... ASSUMING a customer has a chime is not a good assumption when a customer is installing a doorbell in a new location without an existing chime... not understanding that this is a possibility makes the situation worse... not knowing what components are needed to make a chime works make it takes it to the limit... selling a solution where a customer is told that the Hub also acts as a chime but it doesn't is the icing on the cake...

2. Making a customer log in to the web app every 3 minutes due to the app timing out is an amateur system at best. I was hoping to monitor my cameras from a remote location and not have to sign in every 3 minutes.

3. Not rolling over the first recordings when you reach your clip limit is not the norm for security devices. When I received notification of reaching my clip limit I called technical support and I was informed that the recordings would rollover and start erasing the first clips for that month. Unfortunately, this was not the case. To top it off, when you reach your limit the camera rules are TURNED OFF, no notice is sent that they are turned off and it's also not turned back on at the beginning of the month. I had to look up someone who was wandering around my premises to provide a description and license plate to the police. Unfortunately, I couldn't because my camera rules were turned off! Worse things could have happened, and it would not have been recorded! This is a lawsuit waiting to happen.

4. I requested a Supervisor to call. When I received a call the caller ID was TOLL FREE NUMBER... is this how a serious security company ensures that a phone is answered? I assumed it was a robocall so I didn't answer only to receive a voice message from the "Supervisor" to call the toll-free number again and get in the queue (a direct number to call the person back would have been the correct way to handle and escalation). Upon getting someone on the phone, I asked for the individual who left his name only to find out that he was an ACCOUNT MANAGER not the SUPERVISOR I requested... Is this how you handle escalations?

It's been 3 months now, and I'm still unable to cancel my service. There's only one specific kind of person you must talk to,

I ended up cancelling my autopayments. Suddenly there's plenty of people who will call, email and text me almost daily to get their money but none of them are able to actually cancel my service. They are running a giant scam preventing people from getting rid of their service.

I don’t think the customer/technical support are knowledgeable in this company. They used to be superb and well rounded. Unfortunately it has gone so inferior that they’re service is rather a disservice. Try them and be a victim OR stay clear and search for other decent companies that will get your payment worth it. Been victim of this company’s support team I.e. customer and or technical. Nothing but headache always after trying to resolve an issue. They force things their way rather than working with the customers home specifications. Alternatively sales department answers swiftly, without significant wait time.. of course !

This is a horrible company. I was out of town and my house was getting broke into, I could not reach a soul at this company. I fired them that day, but was under a 3y contract that I was not aware of. To brake the contract cost more than to pay it to the end. The last month of the contract I could not get ahold of anyone was on hold for 30 min. The website had no options to terminate the agreement. Sent them a message by email and nothing. So I went back and changed the credit card to one that did not work. 2 months later they blow up my phone wanting 2 months payments, not one person was of any help, not one. I would not use this system on an enemies house.

Do not open an account with Frontpoint. Their devices are significantly over-priced. I currently have a month-to-month account with Frontpoint and have been trying to cancel my Service for over a month now. Frontpoint only allows you to cancel by calling a specific phone number. There is no online cancellation (I even tried via chat). You also cannot e-mail them to cancel (they simply never respond). When you call the number to cancel, you then wait on hold for hours listening to a pre-recorded message that eventually drives you insane. Nobody ever answers. You used to be able to leave a number requesting a call back, but now the system says that a call back is not available because the "current wait time exceeds Frontpoint's hours of operation." I have called twice now at 2pm and they are open until 8pm, so you are talking about a 6 hour hold time. There are complaints everywhere about this online and it has apparently been going on for months.

Do Not buy a system from Frontpoint. I bought a system from them (on a month to month basis)No Contract!. I sold my house about three months after I got the system in 01/2021 and I am still fighting them to leave my money alone in my bank account. I had no idea, other people were having similar issues. I would not recommend them to my worse enemy. What's crazy is the alarm system has been in a box for over a year, not being used and they keeping sending me emails that they will stop monitoring my house. the device is off, in a box under some junk, nothing is being monitored so why should I pay. i told them in April of 2021 to cancel the system because the house was no longer mine and the buyer bought a better alarm system that this junk. Frontpoint is an awful security alarm company.

I've been trying to cancel my contract for over a week now. Customer service is horrible! I've left my # to never receive a call back. I'm currently back on the phone trying to cancel and I've been put on hold for over an hour.

I've been a customer for over 6 years and could never recommend this company. So disappointed in their lack of customer service. Buyer beware, the pricing is great initially, but lord help you if you need to rectify billing and/or cancel.

Steve W.

I have told several representatives since 9/2021 that I am canceling due to no longer needing your services, however, I now know that I will never again require your services because of the way I have been treated. I want a statement sent to me for the last month due. I do not owe anything but one month. I will not give you a credit card number. Frontpoint is completely unethical in your business practices. I don't think I owe you for one month either but I will pay it if sent a statement and I will mail you a check. Your customer service is the worst I have seen. This is Brenda Barber. 1501 Grove Ave. (not my mailing address), Las Animas, CO.

Sadly it looks like I am not the only one in this situation. I've used Frontpoint for years and been delighted with their stellar customer service.

In the last year, I got cameras which were impossible (zero option to DIY through their application, which is the recommended method) to set up without assistance and customer service was acceptable although not great.

I had and alarm due to a faulty motion sensor when off property last month and they were difficult to reach, especially half awake and stressed by the alarm. When I finally got a hold of them 10+ minutes later, they were UNABLE to tell me whether police had even been called. After about 5 days of trying to get a hold of them on their terrible automated phone system that was not even interpreting my callback number correctly (number entered by pushing buttons, not voice recognition) with limited business hours, I got a callback. The person who called me was very polite and sent me out an email that I needed to respond to to cancel my service. I opened the email, followed the link, responded to the code to activate the link, stated that I wanted to cancel my service, was forced to fill out a survey to cancel my service then sent to a page to agree to pay for another month of service in order to cancel my service. This is a scam.

Frontpoint: provides faulty sensors, circuitous and dubious tech support, may or may not contact police in the event of an alarm, is very difficult to get a hold of and has deceptive business practices. If you want to pay high monthly rates for a false sense of security and endless frustration with inability to cancel service, they are a great company to go with.

I had gotten involved with Frontpoint security and got on the $44 a month plan. Ended up not even hooking equipment up, moved after two years of monthly paying, could not end contract. It was up in April of this year, I spoke with rep, sent him the information needed to cancel. and they have still tried continuously to take out of my account. They call Me daily and text me. I'm not sure which way to turn next legally, but I'm sure there is something there to protect the consumer in this case. It is harassment at this point.
I went back to email in May and resent the same cancellation request 17 times. Nothing stopped!

Just fyi, getting the thing cancelled is a nightmare! Been with them for a little under 2 years. Not sure if they sold the company as the first year customer service and reaction time by frontpoint / pd was phenominal! Less than 4 minutes and there was a police officer at my door.

Not so much the past year. Customer service is rude, no phone calls for false alarms (to see if we are ok), no contacting the pd. My touch screen display battery blew up and they replaced it with a crappy keypad (good thing I paid a premium price for the touch screen). Ripped off on that "upgrade".

With that, I decided to cancel. Initial rep put me on hold for 20+ minutes in order for me to speak with a "specialist" when they got on the phone they proceeded to ask me why I was cancelling then argued with me regarding my reasons for 20 minutes, then informed me I could transfer my equipment to a friend to avoid the contract buy out. Why the hell would I do that when you all have been rude as hell the past year? Retaining customer base is why.

Regardless, been a nightmare trying to cancel. Fees and all. Decided to ride the contract out before I give my "official" certified receipt snail mail letter (yes this is a requirement), 30 days in advance fefore the end of the contract.

Not easy and they need a lesson in how to treat customers. No way in hell i'm going back, would have been a different story had the experience been decent one and less of a hassle.

Signed up for frontpoint when I first bought my house back in september. I also like a few people in here did not recall the mention of a 3 year contract which if I would have I know I would not have done as I will be selling this house before then. I also got a 60 trial i. Which I could cancel and get full refund. I called on day 45 and they guy gave me a hard time and eventually talked me into extending my trail out and that I could still call and cancel under the same expectations of a refund. Which is fine with me caus put me in the same situation. Now i'm in the 4th month and I call to cancel because i'm not utilizing the system and they tell me that i'm now under a three-year contract. And that there is no refund and then my early termination is $850. He's telling me that the trial cannot be extended as i'm saying. As explained to him that if I would've been told differently I would've canceled like I originally called him to do. I continue to tell me there's nothing they can do to help me out and that the only thing you can do is wait two months of payment so measly $75. My system is not even been activated. Talk to them on the phone for about 40 minutes and continue to go around in circles about how I was told differently about the trial and they continue to be no help at all. Asked to speak to a supervisor and they continue to give me the runaround said that they were busy and have to call me back. Horrible communication by the account specialist both times i've tried to call and looks like it's gonna end up costing me $800. Would not recommend front point at all. I will try to sell my system to someone or transfer but I cannot recommend the system to anyone. I see some people have had good luck with that i've been unfortunate and have not.

This company is the biggest scam. I will advertise anywhere possible to never do business with them. After signing a 2-year-lease & bring a single mom, I needed an alarm and needed it soon. I work full-time as well so I assumed my salesperson was honest & truthful. NOT the case. Without my knowledge, he signed me up for a 36-month contract. My mistake was not reading tbe 19 pages of fine print. I did not ever say yes to a 36-month contract especially since I only signed a 2-year lease. A 2-year is the most I would have signed. It they snuck it into the contract but not one that I initialed. When you initial that you are responsible for 80% of what's left on the contract, it does not say how long the term is. So when you initial it you were thinking it is for the terms that you had verbally agreed to.

I did not read the fine print which is 19 pages long of a contract. My mistake. This company has numerous complaints on the web for this exact allegation . They misrepresent and insert a different number than what you agreed to on the phone. Do not ever do business with FrontPoint.

When I called Frontpoint to sign up for alarm service, I made it VERY clear to the person who sold me ("hard sell" style) that I might not be in this home for that long, but he encouraged me to get the long contract anyways by assuring me that it was not a big deal if I were to move or change my living arrangements. I knew there was a cancellation fee, but he made it seem that if I were not moving to another home where I needed security, that I could get out of the contract.

Cut to 1 year later, and I sold my house and called to cancel my contract. Guess what? They charge 80% of the remaining months NO EXCEPTIONS. I'm taking a road trip for several months then likely moving to my family's house in the Dominican Republic, where I will definitely not need this service, and they will not let me get out of this contract without 80% payment, which comes out to $800. Ridiculous. Their rationale was that it was to compensate them for the equipment. So I offered to pay for the "equipment" -- one plastic device that you punch your code into and several cheap plastic sensors to see when a door is opened. They wouldn't budge.

Furthermore, on one of the few occasions that my alarm was tripped while I was away, the police didn't even show up until the NEXT DAY. So much for a "security system."

Stay away from this company. They are INCREDIBLY good (and possibly unethical) at sales, MEDIOCRE to BAD at security, and AWFUL at customer service.

MY ADVICE: DO NOT SIGN A CONTRACT WITH FRONTPOINT.

If just one person reads this and chooses no to buy, I will sleep better knowing that I've saved them from this company, and cost the company at least as much as they intend to steal from me for a service I won't use, and that doesn't really work as promised.

I called Frontpoint after there were several burglaries in my neighborhood. The door and window sensors sounded perfect. I must admit that I did not know much about alarm systems at the time. It was delivered and I realized it would not work for us due to our cats and dog because it works on a motion sensor. I called within the 30 days to tell them I would be unable to use it. They convinced me to try it. When I I called them a short time later, it was after the 30 day trial they stated it was too late to cancel and I was responsible for the over 1300 that it would cost to cancel. THEY DO NOT CARE ABOUT CUSTOMER SATISFACTION, THEY ONLY CARE ABOUT GETTING YOUR MONEY! THEY ARE A SCAM-PLEASE LOOK INTO IT THOUROUGHLY BEFORE YOU PURCHASE!