Frontpoint Reviews 12.784

Promt response

Jared explained in detail several different scenarios that were very helpful in my quest to get an alarm system. He was quite thorough. Thank you!

I still haven't figured out how to contact a support agent to help me remove a motion sensor from my account. It shouldn't be that hard. Seems by design.

Your refusal to sell me a new interior motion detector to replace my dead one because I'm no longer an "Active Customer" makes me sick to my stomach. I had to go through sales just to talk with a customer service rep because your phone tree continued to cut me off. When I finally reached a person they said they wouldn't help me out because I'm no longer an active customer. Wow!! I finally reached a manager who said he would help. But the fact that I had to get to a manager is a process comment about corporate values, or lack there of.

I was charged for 4 months after I canceled my contract.
According to the representative I spoke with the cancelation was not completed

Recommendation of additional products that I may be in need of. The return of any extra pieces I do not need after installation is free to ship back and will be refunded.

I very much appreciated Brian H.'s help. He went into detail about how the process works in transferring service and I very much appreciated his knowledge and professionalism in our interaction. The level of service he provided me was very high. I was a college professor of business and I taught the topic of "Customer Service Management" and Brian did everything that is needed to satisfactorily provide the highest level of service to a new customer. In general, the quality of customer service by the vast majority of companies has declined precipitantly the last several years and it was exceptionally nice to interact with someone who cares about customer satisfaction and is equipped with the talent and experience to do such a nice job.

So far, so good. Haven't received a call yet.

The rep made it all. Julio Carcamo was the best

🚨 Warning to Anyone Considering Frontpoint 🚨

I was a loyal Frontpoint customer for nearly 10 years—until they pushed me out with the kind of service that makes you wonder if they’re actively trying to fail as a company.

I ordered a simple garage sensor. It never arrived. After weeks of delays, I contacted support. First they promised to check with FedEx. Then they ghosted me. When I followed up, they blamed me and said I should resolve it myself. Mind you, they were the ones who shipped it, not me.

Turns out, FedEx later admitted it was their mistake and even offered to advocate for me—if Frontpoint would cooperate. But Frontpoint refused to give FedEx the info they needed to help. Just... refused. Like a company that enjoys losing customers.

Eventually the package got returned to them. I told them I didn’t want it anymore, and I sent it back the second I got it. They refunded the item—but kept the shipping fee.
Yes, they charged me for shipping a product that never arrived and had to be returned due to their delay.

When I filed a complaint through BBB, they responded with a half-hearted apology and unilaterally closed the case like it was just a minor inconvenience. No ownership. No solution. No shame.

Let me be clear: I don’t care about the $15.
What I do care about is being treated like garbage by a company I paid for almost a decade.

If you're wondering why Frontpoint seems to be slipping—look no further than the customer service culture. It’s not the market. It’s not the competition.
It’s them.
Cold, careless, arrogant, and incapable of handling even the simplest issue with dignity or respect.

Frontpoint didn’t just lose a customer.
They earned the loss.

I truly dislike getting a call from a company that advises me to call back at a different number. I often do not have a writing utensil or I’m in my car. It is a way to loose my business. Send me a text with the phone Number

Have had Frontpoint for ~10 years and it was initially a quality provider with reasonably good equipment. As the equipment aged and became less reliable we’ve had several false alarms and many issues with faulty sensors. The garage door beeps and says it opened when it hasn’t, or after changing batteries on door and window sensors the equipment would not work properly. I received a few pieces of new equipment after 9 years for which I signed a new 3 year contact. The issues have persisted and my kids have begged me not to set the alarm because it has scared them in the middle of the night. I’m now stuck either paying over $600 to terminate the contract or I have to continue trying to make this system work. Very disappointed and will never ever use this company again. They were happy to take my money for 10 years and now hold me to a contract for replacing a few pieces of equipment that didn’t fix the system.

All I got was an email about installation. I needed help with my account.

Easy to use the chat option to clear up my problem.

My issue is probably not common and not listed in your help systems. I had a difficult time getting to speak to anyone. I used the chat to finally get a referral to a live person. Very frustrating and as a customer for over 9 years I am not impressed with you system and processes.

While I can appreciate that the customer service representatives tried to make it work I'm not really satisfied with the service. First of all, it takes way too long to get customer service on the phone and when you do, there are multiple transfers before you can get to the right person which multiplies the wait time. For busy working professionals, it doesn't work. For that reason, I went months without the system working properly.

I needed to upgrade my 11-year-old frontpoint alarm system after speaking to a Frontpoint representative, I was able to upgrade my equipment and add modern features to my equipment at a very reasonable price.

Very professional and knowledgeable, work hard to solve any problems or concerns you may have

I am probably not the average user. Bought an old house and had to upgrade the light switches so I decided to go z-wave for all the switches and locks in the house. Works perfectly - solid - even added it to my business - video, sensors etc. - so I seemlessly toggle between the two.

I think the reputation Frontpoint has is well deserved. Anytime I have inadvertently set off the alarm by accident I receive a phone call almost immediately checking on the status. I have a good feeling about this and the way they monitor my account.