Frontpoint Home Security

Very happy with FrontPoint. Easy to install and great service. We had issues with a door sensor and it was addressed immediately. Love the ability to set it from my phone and the call or text if it goes off. It does seem a little more than other companies but the cellular network vs phone line or DSL is much better.

We just built a new home and during my security system searching I came across this company as allegedly being the best according to numerous trusted review sites. After submitting for a price quote online at 1:49am, I was excited to speak with a human about their security features the following day. HOWEVER, I was apparently not nearly as excited as Frontpoint was. I received phone calls that same day at the following times: 9:05am, 9:21am, 9:37am, 10:08am, 10:41am, 11:43am. No messages were left. As I live in Iowa, and political caucusing begins in a couple of days, I had assumed that the calls were from some dingus’ campaign. The phone number registered each time as an Iowa number, from a city several hours from my location. At 11:43 I was finally annoyed enough to answer the phone and express my distaste for whichever candidate this individual was pushing… Only to find that it was Frontpoint following up from my online inquiry. I was so incredibly irritated that I informed the representative that as this was the SIXTH phone call, I was now far too annoyed to even consider their services.
I am all for customer service, and I appreciate the attentiveness that this company showed, and their self proclaimed pride in their customer service, however… SIX CALLS??? Six. No message left, just six calls. I typically operate under the premise that if the call is important enough to listen to an unanswered ring for 30 seconds… And to repeat that process numerous times, at least a short message should be left. Further, in my opinion, this behavior borders on the fine line between annoying and plain old disrespectful.
Unfortunately, I am far too irritated now (irritated enough to write a review) to even consider this company for my patronage.

Frontpoint has great customer service and is super easy to use. I had never needed a home security system before (lived in apartments) and Frontpoint came recommend for a friend as well as being well rated on several websites. I do like that you install everything yourself but the adhesives that come with the kit are a little flimsy. We have aluminium window frames which the starter kit adhesives do not stick to very well. They sent out «thicker» ones, which really just seem like command hook strips. The month fee ($ 45) is a little high but for now I am okay with paying it. I also like that you purchase the system instead of renting it.

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

Frontpoint is awesome! EASY installation and super friendly help. It’s really allowed a peace of mind while I’m away from home. The only thing is I wish the alarm was a little louder, or a piece of equipment allowed alarm speakers throughout the house. It was triggered one night and I never woke up until the police were at the door. The referral system is super sweet too! I earned a free month and so did my friend! Definitely would recommend to anyone!

I have Frontpoint for my home and my office. It’s been several years with my home installation and just months for my office. Installation was easy and customer support was awesome. The one issue I had with one door sensor was addressed quickly.
The times that the alarm has gone off generated quick notifications to me via text, email, and Frontpoint (a live person) calling me to determine if it’s a false alarm or not. Each time I had to provide identification, including password, to ensure my identity or else they call my local police to investigate. And, by the way, each time except for one occasion, it was a false slarm caused by an inattentive family member
I also have cameras and the application program for my Android OS phone. Works like a charm.
You do have to make sure the surfaces you’re installing on are clean and dry. I have never had a problem with the adhesive backing staying put – and I say this based on my home installation several years ago. The office installation wasn’t a problem either so I doubt the quality of the product over the years has suffered.
When installing the cameras at my office, I did have a frustrating time, but that was my own fault. I was having a heck of a time trying to keep the wifi connection until I realized I hadn’t screwed in the antena that came with each camera. What can I say? Clearly didn’t have enough coffee that day.
Anyway, I’m very happy and feel very secure with Frontpoint.

The equipment was intuitive and easy to install. Their reliable, knowledgeable and quick customer service is what sets Frontpoint apart from the rest of the home security companies.

I am a new customer with Frontpoint and I love the system. It arrived quickly, it was easy to install and customer service is excellent. I would recommend Frontpoint to all my friends. Thank you Frontpoint!

I went with Frontpoint security system soon after we moved into our new house about 3 years ago after I had done a ton of research. I liked that they provided ²⁴⁄₇ monitoring and cellular technology… not as an upgrade but as their product. The way our 1 story is situated, it would be way to easy for someone to cut our phone and internet lines and not be caught. I didn’t get any cameras so I can’t speak to how they function but the pieces I got have worked wonderfully thus far.
1. I’ve seen some reviews talking about the pieces being dated, maybe they are but they’re not so bad that it’s an eyesore. Of course that’s just me and I can’t have nice things in the house due to my 3 year old… so take that as you will…
2. Sales pitch: They are like any other company trying to sell you their product. But the guy (sorry too long ago to remember his name) who sold me my equipment was great. He went over a lot of information but was patient as I asked a ton of questions trying to make sure I was 100% clear on how much I was spending, what I was getting, the terms of the contract, and much I would pay each month. I don’t know if all the sales people are like this guy, but the 3 year contract was stressed to me… multiple times. He told me straight out that a lot of the complaints that come to them are that people are not clear on the terms of their contract. My advice to you in anything you do is to be 100% clear on what you are signing/​agreeing to before you proceed. Ask questions, ask them to explain again, get things in writing, etc… whatever it takes. A lot of times phone calls are recorded (not sure if Frontpoint does) so if something is promised to you under an agreement, they have to honor that.
3. Customer service was great! It took a little bit for my equipment to come and when it did I had a slight problem with the sensors. We have double pane windows and the sensors were a bit uneven. I called to see what I needed to do and they suggested adding a few extra layers of tape to even them out. Low tech? of course! but not big deal in our household…3 year old… remember? In reality, the sensors are very easy to look over so the extra layer or two of the tape is really unnoticeable. An added plus is that they sent us the tape strips… overnight! I count that as above and beyond. When we had to call about making sure the monitoring service was set up properly, they walked us through everything. Took care as we had to correct some wiring in the box. Just overall nice and knowledgeable people working at Frontpoint.
4. Monitoring service: I can attest that they are monitoring our area and react very quickly. One night my husband accidently pressed the fire button on our panel. They called within the minute (more like 30 — 45 secs… just enough time for him to say «uh-​oh» and me to gasp «what did you do!!!») asking if everything was ok and that the fire button had been hit.
Overall, I think they are a great company, and would recommend them. Any issues I’ve had are not unique to just this company… I could have those issues with any security company… and they were very efficient in rectifying those issues. I definitely will remain with them for the foreseeable future.

Front point is very expensive and the contract is 36 months. Breaking that contract would require you to pay the at least 60% of full 36 months which is a very large amount of money. I give it two stars for the customer service which is def good.
Follow up: the company contacted me immediately and helped me resolve my concerns ASAP. This company is very dependable with amazing customer service (as mentioned in the original review). I would recommend it for security but make sure you are aware of the 36 month contract and plan your expenses to account for that many years in advance. I poorly planned for it so it is my fault and not really the company’s but they still helped me!!!

I’ve had front-​point for about a year and a half. Overall it’s been just fine, about what I’d expect from a security service. However, when my contract is up I will be calling to negotiate a new rate, if they don’t cut it drastically I will cancel and go with a self-​monitored system.
I have a very basic system and it’s still almost $ 50 a month. I have 3 IP cameras installed on my property which I manage and monitor myself because of how much Frontpoint charges for cameras, it’s honestly crazy. At the end of the day I don’t really see a whole lot of value in a monthly security service. When/​if you do have an emergency and they have to call it in the police take forever to arrive (at least in my city) because more often than not it’s a false alarm. If you monitor your home yourself and see someone breaking in they’re going to take the call a lot more seriously. Just my two cents. I don’t see these services being able to charge more then 10 – 15 $ a month eventually.
Frontpoint does have good customer service and I’m giving them a good rating because in the way of security services I think they do a good job.

Should have known better than to sign up at all.
They sent me the wrong sensors, which were returned well enough, then my system started saying there was a sensor problem, I just stopped using it. I guess I should feel lucky that I don’t really need it, but am now on the hook paying for 3 years.
After filling out a survey they sent me they called, but won’t talk to me until I release security words even though THEY called ME. I called back the 1 – 800 # to be safe, took me three tries to get through to a rep. Then the guy who called me e-​mailed me that the problem is with the sensors I returned, apparently my system is still trying to connect to them.
I guess their monitoring didn’t pick up on that… for three months. They can’t fix it, I have to call them and do something from my end. With the service I have received I would not be surprised that if I ever do use it and an alarm goes off that they will call me and tell me to call the police to respond! Ha Ha!
At the end of the day it is a lot of aggrevetion and a lot of my own effort to make their service work, fairly expensive (charges in US$, I live in Canada), all for a $ 45 break on my house insurance.

I was very excited to use Frontpoint but unfortunately I have not been impressed. The sensors fall offline often and the recommended door lock does not sync with the system. When I lock my house with the keypad my app will still say the door is unlocked. I should have gone with another system. The keypad is also a waste of money… it looks nice but it is delayed and I always input the wrong code because of it. Do go with FrontPoint if you are looking for a smart house system…

Haven’t turned on system for months. It’s a PITA.
Am considering cancelling service, but after reading all the reviews here, maybe I shouldn’t even bother. It seems that they never stop charging you!
I do NOT recall having ANY kind of contract.
After they finally sent me a new front door sign, it was impossible to put together… without a hammer!

EDIT 11÷24÷15: Frontpoint was very quick to reach out to me to try and resolve my issues after posting this review. While we could not reach an agreement on the terms, I was very impressed with the level of service received and the hassle-​free return followed by a full, swift refund. I hope this experience helps to guide their sales process for future customers, and I have revised my rating from two to four stars as a result.
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Well, I’m a brand new customer of Frontpoint. I started shopping for security services last week, and their sales rep called back within 30 seconds of me submitting a pricing request. The gentleman selling me the system was quite aggressive with his tactics (not in a bad way, really — he was an impressive salesman). When making his pitch, he started rattling off the different pricing options and mentioned camera monitoring. I asked about what pricing would look like with two cameras included and he told me that so long as I signed a long-​term agreement, all equipment would come in at just $ 99 with a $ 45 monthly monitoring fee. Not too shabby at all.
Now I am not sure if it’s because he specifically didn’t answer back by repeating the word «camera» that he got out on a technicality, but I certainly asked for cameras when making the deal and agreed to close under those conditions. Imagine my disappointment when my equipment arrived today with no cameras included. When I called customer support, I was told that since the discount had already been used when I signed up I’d be responsible for the full price of, I believe, $ 399 per outdoor camera and $ 5 extra per month for camera monitoring. Splendid.
Thankfully, this all occurred on day 1 while I’m still in my trial period, so I’ll probably shop around to see if I can find a better deal on a system that includes cameras. Of course I might not, and I don’t even find their camera prices to be all that outrageous. But the feeling that I was bait-​and-​switched by an aggressive salesman is not what I look for from any business, particularly one in which customer service is so important to the overall experience.

I have had frontpoint for almost a year now, and resent injured myself, which put me out of work. I called frontpoint to discuss options of terminating my service, only to find out that I was apparently obligated to a three year contract, which I thought was two
sales person never mentioned a three year commitment. Esspecially one that results in a 80 percent pay off to be able to stop service. I had to pay a large fee up front, and by now have more than paid for all the (cheap) equipment, and even offered to send it all back. They said no to that and told me it would cost 800 dollars to quit. there should be laws to protect consumers from companies like frontpoint. I would never recommend any one using this company. And I will be taking this up with the better business Bureau.

This is my first security system. I saw where this company was highly rated in the Dallas area. Carol was great when I called and very helpful. Made me feel like this was a good choice. I paid for my system, and waited for it to arrive, which it did not.
I had a very small window at work to call and when I called Carol she suddenly didn’t feel as helpful as she was when she was taking my money. I couldn’t hold while she transferred me to service which she wasn’t hearing. I got home from work to find an e-​mail from Andrew who was sure Fed Ex didn’t screw up and someone on my end had to have lost my system. He was nice enough to send another unit over night and require a signature for the next day.
I received my unit today, I followed the instructions, called Frontpoint as directed and guess what? They sent me the touch screen which is $ 150 more than the one I ordered so now I get to wait until Thursday to get the correct one and then I get another 30 to 45 minutes to set up?
The thing that really makes me angry is that they said they accidentally sent me the wrong control panel that doesn’t work with my sensors. I said that can’t be true because when I open my door it is telling me it is open. Then they admitted they sent me the more expensive one. I could pay an additional $ 150 for their mistake. I am just praying once we get passed all this they will end up being an awesome company. I am very scared right now. I have a 3 year contract with a company I currently have no confidence in.
I do have to say that Carol, Andrew, and Enrique at the end of the day have been nice. Enrique has been by far the best. He has promised to personally take care of me and promised to stay on my account until everything is solved, but I am truly worried. I am not sure what to expect and hope someone can comfort me and tell me this is a fluke and not a sign of things to come.
I am hoping they will remove my monthly monitoring charge for October. I wish they would have activated my system tonight and offered me some sort of discount on the control panel they incorrectly sent so I could be monitored. I probably would have purchased at a discount, but an additional $ 150 at this time is a bit much. I wouldn’t be as worried if we weren’t experiencing robberies in our area. I just want to get connected and get great service moving forward so I can finally go to sleep at night with some peace of mind. So far, I am truly concerned about my choice to go with them.

What an awesome company!
Unfortunately, the FrontPoint system was not able to do what I needed for my special circumstances, so it didn’t work out for me to be a customer. I was so impressed though, with every interaction I had with the company, from my initial order with David F., technical support with Shane, to the return process with David C. Each one of them were über helpful, extremely friendly and worked hard to find a solution for me!
Thank you for having great policies and great employees to carry them out!

I echo the others concerned with horrible customer service, and specifically camera problems and their terrible tech support.
After 5+ loyal years to this company, they have made it abundantly clear to me they just down’t care about individual customers any more.
Don’t let them fool you. EVERYONE has this technology. The only reason to select a alarm company is for their service and commitment to their customers. So much for my 60+ months of loyalty. THIS COMPANY DOES NOT CARE ABOUT CUSTOMERS. This company could have EASILY made me happy. I suggested an easy solution, after they wasted hours of my time being incompetent with their tech support (I had to MAKE them solve the problem my way.)
At the end of the day, they chose to provide a horrible customer experience last night and to make a bad business decision. They could have easily handled my simple issue with excellence, and I’d be positing their praises today. Instead, they decided to discard a valuable and very loyal customer.

So far, So Great! This company is everything that Xfinity Home and ADT would like to be someday, when they grow up. I have recently expanded my system to include 25 window sensors, thermostats, Kwikset integrated dead bolts, fire/​heat detectors and cameras (to go in this weekend) along with my other equipment purchased from them. Process is easy, pain free, all staff are completely knowledgable and helpful, and it simply could only be just a tiny bit better.
They have given me zero issues sourcing parts for the expansion myself. As a matter of fact they have been supportive in that and I love this company that much more for it. What they could do to improve is publish easily accessible and attainable information on compatibility and supported models /​part numbers. It requires too much work on my part and I expect they would have that in a customer accessible area for reference. I did have an issue with my original set of fire/​heat detectors not being compatible with my control module and frankly having a compatibility matrix would just make it that much better and this a full 5 star company. They are not perfect, but they are head and shoulders above the competition. Wish they allowed half stars as i really would say more like a 4.6−4.8. That is not a full 1 star issue right there.