Frontpoint Home Security

We’ve been with Frontpoint for 3 years and they’ve been outstanding in every regard. The monitoring service is competitively priced and there are all sorts of customizations you can do based on your security needs (cams, Zwave lights, motion detectors, sensors, etc). I also love the app, which has a ton of functionality.
The customer service quality is stellar. I’ve had to call them a few times to troubleshoot my system and also to add new equipment. Every time I’ve reached out, it’s been a real pleasure to interact with them (as opposed to the nightmarish, offshore dolts most companies make you deal with). Agents are knowledgeable, well spoken, pleasant, and real problem solvers. They’ve definitely done a great job throughout the years.
Right now were in the process of moving and I was dreading the thought of getting the system from point A to B. The agent I spoke with, Tara Lee, made everything a breeze and answered every single question I threw at her with ease. Boy, she’s just a straight shooter with upper management written all over her.

Following up on Ralph E.‘s comments, I happen to use Safemart at my business address and can confirm that they provide the exact same equipment and the exact same service (and good customer service) at a significantly less expensive price.
Safemart charges $ 29.99/month for the interactive monitoring, Frontpoint charges $ 42.99 for the exact same thing. Frontpoint charges $ 34.99 (still more than Safemart) without the interactive monitoring.
I had signed up for the $ 34.99 plan, not realizing that the app was not included. Frontpoint gives you a 30-​day trial of the system, so you can get out of the contract if you’re not happy with the service. But they’re tricky — they include the interactive features for that 30 day period, without explaining that it is part of the trial. So the system you are trying out is NOT the system you are getting. Then, after 30 days you are locked into a contract, but they pull the most important features out and try to get you to upgrade.
Technically, I guess they are on solid legal ground — but it is a pretty uncool way to treat your customers. And you’re faced with a hefty termination equal to 80% of the balance of the contract if, at that time, you want to switch over to Safemart or another competitor.
** As an update, I wrote the above while on hold waiting for a manager. The line level person I spoke to was not helpful and didn’t seem very interested in making me happy. When I finally spoke to a manager, his approach was much different: he apologized and said he wanted to do what he could to keep me as a customer, and he offered a concession that, although still more expensive than Safemart, at least didn’t make me feel that I’d just been pickpocketed! So, I upgraded my rating from 1 to 2 stars, but still everyone should be aware that you will pay more at Frontpoint for the same exact thing you get at Safemart. Period.

I was very surprised to hear this from them… «FrontPoint Security is the #1 rated company in the industry. We have more positive reviews then every other home security company in the industry. We are the best! So, if you are just looking for the cheapest company out there then we may not be the company for you. I hope everything works out and good luck.» I was comparing pricing and this how they treat a potential customer? There are professional and incorrect ways to tell you this, but the above is unacceptable. Go to SafeMart, better pricing and superior customer support.

Everything went smoothly with the equipment and customer service during the first 30 days and a bit beyond. So smoothly perhaps that my inner cynic told me to hold off on my review until I had more experience with the company. As usual «cynical me» was right. After the first 30 days or so the once 5 star customer services was replaced by a confusing automated phone system with long waits to speak to a human. One thing that I didn’t think was important that turned out to be very important is the hours. 9 to 9 on week days seemed to be reasonable until I realized that since I don’t get home from work until 8. It means I either have to deal with customer service from work or call on the weekends during their 10 to 6 hours. Seems insignificant until you have a question at midnight on a Monday. Also, I’m not sure if new customers (who they might be at risk of losing during the first 30 days) are forwarded to a preferred phone bank, but I feel that the level of professionalism has decreased and the wait times have increased. During the first 30 days I felt like I was talking to security professionals. 3 months in I feel like I am talking to high school students working part time.
My other gripe is the accuracy of the cellular alarm signal. Although Frontpoint claims foolproof alarm reporting with crash and smash technology I am less than confident that an intruder who quickly disabled the panel would be caught. I have had roughly 6 false alarms since I’ve installed the system. All of them were my or my family’s fault for either wandering into a motion detector protected area without disarming the alarm or leaving the house while the alarm is active and mistaking the warning tones for the alarm chime. My issue is that with these 6 false alarms only 1 was met by an incoming call from Frontpoint. Every other time I have actually called them to cancel the alarm call and was told that they didn’t receive a signal from my box. I was told that if the alarm code is entered soon after the alarm is activated that the signal is not sent and that this feature is necessary to prevent false alarms. There are two problems with this explanation for me. First is I have had the alarm sound for a couple of minutes and then disarmed it and still not received a call. The other issue is my previous alarm company responded with a verification call with 100% accuracy so it seems like Frontpoint should be able to as well.
On a less critical note, the alarm siren is not very loud at all. I can barely hear it upstairs in my house so I’m sure my neighbors can’t hear it. Not a huge issue because I didn’t buy the system to alert my neighbors, I got it to alert the cops. Still it would be nice to know that an intruder was being met with a blast from a siren that could be heard a block away rather than a moderately annoying shrill noise that sounds like one of my kids toys. Anyway there you have it. I still believe Frontpoint is the best of what’s available and compared to other companies maybe they do deserve all the rave review they get. In terms of meeting my personal expectations over the 3 or 4 months I’ve had my system they are just ok.
Edit: I wanted to mention that I had to truncate my review due to the 5000 character limit set by Unilocal.This made my review seem substantially more critical than I intended. However, I do stand behind my 3 star evaluation.

I want to start off by saying i had originally placed an order for ADT but after reading the bad reviews about ATD online I decided to go with FrontPoint which had universally positive reviews and I a very happy I did. FrontPoint was about $ 500 cheaper too!
The installation was very easy and when I ran into an issues with the sensors on my double hung windows I called and they walked mt through the installation.
I really like the iphone app that lets you arm and disarm and monitor all of the sensors.
I would def recommend FrontPoint to anyone looking for a quality security system and a reasonable price with easy installation.
I cannot comment on the monitoring since my alarm has not gone off yet but I hope that I never have to.

I did my homework and decided to go with FrontPoint. After we had a break in and robbery at our new house, we knew we needed to get a security system. Though not advertised as much as ADP, the pricing was much better and so was the system. The whole installation took practically no time at all (I did it myself), and the phone support was extremely helpful and supportive. I like that the command center and entire system is on the cell network, so even if the power goes out, we are still secure. I use the smartphone app all the time, was even out of state and let our in-​laws in to feed our cat while we were on vacation. I highly recommend this company and don’t regret it at all.

After comparing different companies, I decided on FrontPoint Security, and am very content with my decision. Cellular communication, easy self-​installation and piece of mind all for a very reasonable price!
I’ve recommended my security system to at least half a dozen people who’ve mentioned their interest in purchasing one.

FrontPoint is very user-​friendly for people to use. They send you everything you need for self-​installation. It is simple to install, but if you have any problems, customer service is great. They will help you step by step. You can monitor everything on the web, which is convenient because you can arm and disarm your alarm on your smart phone. You can customize your settings so that you get emails regarding your alarm system so you are aware of what is going on at home when you are not there.
The only thing I would prefer is a louder alarm sound when the alarm goes off. It is loud enough to hear in the house, which I guess would scare burglars off but I would prefer if it was loud enough for my next door neighbors to hear.
I had FrontPoint for the past 2 years and I must say, I feel much safer knowing I have an alarm system. It’s a bit more expensive than competing security systems, but I’ve been problem-​free for the past 2 years… so maybe it’s worth the price. Give it a try if you’re looking for a trusted alarm system.