FrontPoint Security Solutions review: beware of frontpoint's fine print 73

I am an over 25 years rep w/ ADT Security Services ( corporate adt, not an adt "authorized dealer" ) I have seen companies come and go...this latest "do it yourself" concept I doubt will stand the test of time either. Companies like frontpoint are selling one thing and one thing only...low price. The alarm business is just like any other business out there, whether you are buying a car or a pair of shoes or a lawn service...things of higher value are going to cost more. Period. Do you really want to protect your home and family with the cheapest thing you can get your hands on?
As a homeowner have you ever installed a home security system before? Our non-sub contractor, fully liscenced and back ground checked installers do it ever day. Maybe some people are adverse to paying for professional services, maybe frontpoint is for them.
They sell what is known in the industry as "plug and play" systems. Everything is in one plastic console...cheap, cheap, cheap. ADT installs a steel, locked control panel somewhere in the bowels of your home, a siren somewhere else and a keypad ( often 2 or 3 ) somewhere else. The frontpoint system is more suited for an apartment or dormitory room.
What kind of security company doesn't offer 24/7 assistance? Try calling 800 ADT-GOLD in the wee hours of the night. You'll get a live person, never an automated prompt.
I don't mean to completely disparage an outfit like frontpoint, I think there is a place for a low end alarm company. But ADT we would rather apoligize for our price once than apologize for inferior servive for years to come.

I installed a Frontpoint security system last fall. My husband is an engineer and I am an IT person so we are used to dealing with electronics. From the day the system was installed we had to return switches that were failing off the walls and six months later we are still replacing switches that periodically fail, glass breaking sensors that fall off the wall ( Frontpoint sent me some screws finally to nail them to the wall). Their sensors fall off the wall and intermittently connect to the inhouse FIOS wifi system. We are totally frustrated with this system. I have called technical support many times and while they are polite they end up telling me to replace the switches for the doors and windows. I need a system that doesn't need constant tweaking. I have asked if they have people in the field that can come out and check the installation. The short answer is no, but they never got back to me with name of people that are certified to install or troubleshoot their equipment. I asked them if one of their senior people would be interested in seeing the problems their equipment is having...answer is no answer.
I have called ADT who will be coming in next week to see if they have a more reliable solution.

This is a review of the service provided by frontpoint. About a week ago i posted a complaint about the Frontpoint home security system. From the moment i posted the complaint, I was contacted by a service manager who immediately was on the case. Through their technical staff the problem was diagnosed and it was suggested that my moving the control panel that was adjacent to my refrigerator might resolve the interference that was causing the intermittent switch failures.
Bingo, once i moved it into a different room the system was solid with all the switches functioning properly. It has been solid for a week now and i have no reason to think that this will fail again!
Thanks again for being so proactive in resolving this problem.

I have read through most of these comments. I also had a huge problem with sensors falling off the walls. Seems they fall off of painted surfaces after a period of time. Customer service from FP has ALWAYS (though sometimes the next day which was to be expected), the sensors falling off the wall were fixed by FP sending some hardware to mount directly into the walls. I have found customer service to be top notch and anything that one of the reps could not address, cs support manager Peter F, has ALWAYS came through. I am about 1.5 years into my 3 year contract. As mentioned by others as well, "READ THE CONTRACT". Signing the contract means you understand what it means, including early termination fees. As one person mentioned, this goes for ANY contract you are going to put your name down on. What I am looking for now is after my 3 years is up, what kind of renewal contract monthly costs I can get, as I suspect you can indeed find something cheaper than $49.99 a month, though I am not sure you would get the same level or type of service as FP, but as I mentioned to Peter, It is something I need to look into.

To Whom it May Concern:

I want to cancel my policy I received a nasty letter from your office stating I owe for 3
months even though I spoke with someone around Jan. 14 telling them to cancel my policy
and that I had just gotten out of the hospital from major life threatening surgery after
being in there for 3 months (Nov. - Jan). Today I receive a nasty letter saying that
there had been numerous phone calls and emails which is a lie because I had spoken to
someone in Jan.. Also I was threatened with being turned into collections even though I
have never before been late on payment. The very idea you give only until February 24,
2014 (13 days) before you jump to conclusions about my not paying on my account and
threaten to terminate my policy.

I will be submitting a check or money order for the balance of $98.97 because as of today
my policy is being cancelled by my choice. If you want to speak with me about this you
call me at [protected]). You have lied when you say you have called with no response.
I will not be giving out my card number to you but you can call when this matter is
cleared up. Unless of course you want to do the right thing and waive my fees as in good
faith as an honest company would.

I hold you responsible for holding me hostage and not allowing me to cancel this policy in
January you need to listen to your recorded calls and see what the discussion was and do
the right thing. I am going to send this to the better business bureau and post it on the
DIY website I do see where there are other complaints as such as mine.

IN PLAIN ENGLISH CANCEL MY POLICY NOW TODAY!

Daniel Blackwell

We had no initial problems with the security system when it was initially installed (except that the technician set off the panic alarm as he was leaving and the police were called). We had ADT when the sales rep came to our house and we had the whole home installed with door and window sensors. a fire alarm and a motion sensor. We were thinking about moving soon, but the sales rep assured us that Point provides you with one free move. I asked how that would work and he said the whole system would be left behind and they would install a new system in the new house because Point then gets a new customer out of the new home buyer.

The problem began when we had to move. The alarm was only a few months old by the time we sold our house. We were told a technician would have to come out to remove the equipment to move it to the new house. We were out of town when the technician came out, but we were assured this would not be a problem as long as someone was there to let them in and authorize them to remove the equipment. My father-in-law was there and waited over 2 hours for the technician to show up. After the 2 hour window of the appointment had ended, we called to find out where the technician was. He showed up about 30 minutes later, with his girlfriend and dog waiting outside.

He came in and removed some equipment, including the keypad and doorknob, then told my father-in-law he wasn't authorized to remove the door and window sensors because they were from a different alarm company. He then left the home unsecured with NO DOORKNOB and left my father-in-law with the few pieces of equipment that he did uninstall. Meanwhile, I kept receiving phone calls from the alarm company that someone was tampering with my alarm. Our house was now unsecure and we were closing escrow the following day. Luckily, our realtor came to the rescue and bought a temporary doorknob and secured the home.

I called today to setup the reinstall in our new home (we stayed with family for 6 weeks and still paid the monthly alarm fee because they wouldn't put the alarm bill on hold for our 6 weeks we don't have a home). I was told by Sage that they wouldn't be able to install all the door and window sensors and the reason they didn't take them out of the old home was because they were installed by a previous alarm company. This doesn't make any sense. We changed alarm companies to go with Point and they saved money in the initial transaction because we already had door and window sensors on every window and door downstairs. We were told this wouldn't be an issue when we moved. Why would we switch alarm companies if it meant we had to pay more when we moved? Sage told us he could provide us with 4 sensors and the rest would be $40 each and the motion sensor would be $60. Well, we have 4 doors and 17 windows so thanks but that's not going to help much. My husband called back to complain and Sage not only refused to give his last name, he said there was no supervisor available to speak to and he was the top person in customer service. He also said if we cancel our contract we owe 80% of the remaining contract. I understand this was in the contract we signed but we are extremely upset with how this move has been handled. We just want the alarm system moved to the new home as was promised. The WHOLE alarm system because what good is an alarm system without door and window sensors?

I'm not happy with the Frontpoint at all. I called them in June 2014 and told them I wanted to cancel their service. First of all, it took 25 minutes for the police to come out to our home when the alarm was triggered. The police saw nothing wrong with our house and so they issued a false alarm citation. This happened twice. Two months later when the alarm went off for the 3rd time, I declined to send the police as I did not want another citation. Of course, this time our house was being robbed. Someone has been entering into our house when we are at work through the front door even though there is a sensor on it. Frontpoint tells me our doors have never been opened when the alarm has been set but many things have been stolen from inside our home when the alarm was set, so there system can be monkeyed with so it doesn't work allowing burglars entrance to your home. None of our windows have been broken so they have to be coming in through the front door. All Frontpoint does is give me a bunch excuses / delays on why the service cannot be cancelled. I would never do business with them again, nor would I recommend their company to anyone. Their system does not keep burglars out of your home.

Daddycat2005, thank you for sharing your concerns with us.
We are very alarmed to read the details of your FrontPoint experience, because
it is definitely not the kind of experience we aim to provide you as our valued
customer or the fantastic experience many customers rave about across the
internet. Your safety and peace of mind is very important to us and we want to
apologize for any inconvenience your home alarm events have caused.

When you get a FrontPoint system, you not only get great
customer service, but you are also being protected by the world’s most trusted
monitoring station and the highest quality GE equipment. We understand you do
not feel this has been the case for you, and you believe people are bypassing
your system. Although this would be very hard to do given our 100% cellular
technology and “crash and smash” protection, we want to investigate your
concerns thoroughly and make sure your system is fully functional.

We would love the opportunity to talk to you directly about
your comments, however, we are having trouble locating you as a customer based
on the information in you provided us. Can you reach out to us at WeCare@FrontPointSecurity.com so
we can look into this immediately?

Thank you again for taking the time to give us your feedback
and we hope to hear from you shortly!

I just ordered a FrontPoint Security system. I read the contract while the sales rep was
on the phone. Personally I was surprised that they only reqire 80% of the outstanding contract be paid if you cancel before the contract period is up. Other companies you pay 100%. It's a contract people! Read it! I also verified all the equipment I would recieve before signing my contract. I asked for and my receipt shows I will get a keyfob. This was important to me so I made sure I got it. Most of the complaints I have seen here are from not reading the contract and not asking all the questions. No company is perfect. I'm sure at some point I will be annoyed with the company but at this point I am very happy and can't wait to receive my system

I emailed the company on Saturday and received a sales call literally within 5 minutes of the email. The sales rep was pleasant; but, as with any sales rep wanted to move "fast"...he sent the e-disclosure and it was really impossible to read all of the fine print---and there is a lot of it on the contract---while on the phone with the sales rep constantly telling you to initial the e-contract. That was disconcerting but I emailed the contract as requested. After ending the call, the contract appears quite onerous. First of all, the amount was not as disclosed. There are arbitration clauses and limitations of liability; so, beware the fine print. However, it was also disconcerting that the equipment was promised by Wednesday. Wednesday came and upon calling the company I was told it was not even shipped until Wednesday. I received an email from the company that the equipment and contract was risk free; but, this is not disclosed in the econtract. I did receive though an email. I can understand the need for a contract; but, upon review is it indeed quite onerous and weighed clearly in favor of the company. I hope the equipment really works since, in the contract, the company really takes no responsibility if it does not. We shall see.

ordered and paid for the equipment. never set it up and never activated the service. they have been charging monthly fees despite the fact that I have never activated and used their service. threatening calls and email. horrible company. DO NOT EVEN THINK ABOUT USING THEM. Customer Service = Intimidation and hassling big time.

Mommy Bear,
Thank you for sharing your thoughts with us, and want you to know we’re very alarmed with the details you’ve shared in your comment.

When you purchase a Frontpoint system, as soon as it arrives at your doorstep, it is activated and ready for your use. We always want our customers to be protected, so this allows you to protect your family and home within minutes of our system being delivered. After the system’s arrival every customer is given a 30 day risk-free- trial period in which they can use and test out their system to see if it’s really the best fit for their needs. If the system is found to be less than expected or not of any real use, any customer can simply return it to us for a full refund.

We understand however, that you do not feel that this activation process was easy for you and therefore we would like the opportunity to take a look at your account in detail and make sure we have one of our Support Supervisors reach out to you. At this time we’re having some trouble locating you in our system with the information you’ve provided us with so please email us at WeCare@frontpointsecurity.com and we’ll make sure your concerns are addressed quickly.

Thank you again and we look forward to hearing from you shortly!

I was also forced to sign it while on the phone. I was told to read it later. This left me feeling bullied and very uneasy.

I am selling my home, can the new buyer assume my contract? I want to leave the equipment, sensors in the house when I move out.

I'm on a 3 year contract which provided me with a $300 discount on the equipment. Why can't I pay the $300 and cancel rather than be locked in for another 2 years? Any company that offers contracts allows you to buy out the plan at the cost of the initial discount. Seems very harsh and not consumer friendly to do otherwise.

I ordered a system about 5 months ago, and was never able to set it up. The door sensor wouldn't work because my door is beveled, so they had to send me extra thick tape. They also sent some windows sensors that were missing in the original shipment. Unfortunately, I was gravely ill and unable to set it up once the extra pieces arrived. I finally tried setting it up again and nothing works at all. The first rep to help me said that sensor 1 was defective and they could send me a new one. I asked to just return it and she transferred me to someone who told me they'd charge 80% of the remaining 30 months !? 30 months? What? I have a graduate degree and am a bright person, but no one ever mentioned a 3 year contract that could not be cancelled under any circumstances. So, person # 2 sent me to person #3 to try to get the rest of the system working, without sensor 1. Guess what? Every sensor we tried failed to 'beep.' Guess what? That meant the control panel itself wasn't working. I finally said, listen, you're the 3rd person I've spoken w/today and I just want to return it. She transferred me to someone who made me a 'deal' to refund what I paid on the system ($101?) but will not refund any monthly fees I've paid while having a non-working system. He sent me a fedex label to to return it. I am still out 5 months of payments for a system I didn't even take out of the box, except when i was on the phone with their very confident and perky customer service people (none of whom could make it work.) For what it's worth, I am a very tech-savvy person and am very good at setting up computer systems, dealing with mobile devices, etc, and am a public speaker who regularly talks to large groups about technology. This system was a failure. The fact that I had to pay for the failure makes me sad, but I was too sick for a few months to try to deal with the perky customer service people to get it set up. My fault for landing in the hospital, I guess. I wish the company would've refunded more, esp. since it wasn't used at all, but I learned my lesson to not trust this company at all. (Everything that the orig. agent told me was proven incorrect at some point... e.g. the 45 day free trial from moment of receipt, which didn't happen...It was actually 30 days free trial from the date of order... yikes... giving not much time to try it at all... to their satisfaction guarantees and customer 'service.')

MommyBear, I also bought and paid for a system, but when it arrived, it wouldn't work because sensor 1 for the door wouldn't fit on a (very normal) beveled front door. I spent a lot of time with someone on the phone trying to get it to work. I also found out then that the original person I spoke w/ when I ordered the system told me a lot of wrong things. He said it was a 45-day free trial from the date of activation, but it was 30 days from the date you made the order, so realistically, you might have about 2 weeks of free use to try it, IF you could get it set up. They ended up sending extra sensors and thick tape. At the point that arrived, I was very sick and in and out of the hospital and was unable to deal with the setup. Meanwhile, my AMEX card was getting charged monthly. I finally got around to setting it up, and called Front Point for help. Person #1 realized that sensor #1 was dead, and said they'd have to send me a new one. I said, you know what, I've sort of had it with the mess of setting this up, so can I just cancel? She transferred me to person #2 who told me that they'd charge me over $1000 to cancel my contract. (WHAT!? The guy who sold me the contract told me I could cancel at any time, since I had paid for the equipment in advance. More red flags. FWIW - I also was forced to sign that contract online while on the phone before I had fully read the contract. I figured I could get 'out' of it, anyway, so there couldn't possibly be anything horrible in it, right? Gullible and stupid on my part.) So, he started asking if we tried the other sensors. Person #1 had not. So, he transferred me to person #3 who tried to set up the other sensors. Guess what? NONE OF THEM WORKED. None would 'beep, ' and even after a hard reset of the control panel, nothing would work. I think this was the final straw for them, and person #3 offered to transfer me to someone who would cancel the contract. So, after an hour, I was talking with person #4, who offered me a 'deal, ' which was to refund the $101 I paid for the control panel, smoke detector, and a couple of sensors. He also said he would refund next month's charge, since it's already the end of the month, and they probably won't have it back before the 1st due to shipping time. He refused to refund any of the payments that have been charged to my AMEX card for the months the system sat in the box, unused. In fact, it was NEVER set up - EVER. I 'get' the fact that I 'could' have set up the system, but the problem was that it's a defective system. (Maybe they sent me some of the broken parts that some of the people above returned?! hahaha) So, I am out over $200 in monthly charges for a system I never once used. Part of it is my own fault since I was in and out of the hospital and continuous doctor visits and had a debilitating illness and couldn't set up a system when I was so sick. I would think they would be a bit more understanding that their BROKEN SYSTEM was never used and would have refunded more of the money they collected for an UNUSED SYSTEM, esp. given the fact that their initial sales rep gave me so much WRONG info. Guess not. Needless to say, I will not be recommending this company to colleagues or friends.

I currently have Front Point and I've been having problems with my equipment for over 9 months now. I've asked Front Point if I can get my system upgraded because it currently isn't working with the old control panel, which is faulty and loses connection all the time and has a bad battery every couple days. They said no I have to get a new battery and go from there. Once they diagnose that my system is faulty then we can go from there. Last time I checked in the customer and if I want a new system since I've been paying for nothing for the past 9 months I should be able to get some sort of compensation from them. After all you've been sending me emails stating my system is losing connectivity. Oh well I get it. I don't have to like it and I'm not happy so I will gladly pay 80% of my 14 months left with them which will equal about $550.00.

I will now take my business the ADT who is going to charge me nothing but my monthly fee for a Pulse system that seems much more up to date. I could be wrong but there willing to charge me nothing so I can leave Front Point.

Customer service is big to me and if there willing to treat me like that then I'm willing to come aboard.

3-year contracts never work in the consumer's favor -- it's too long a commit, e.g. circumstances change, etc, etc. I would avoid FrontPoint for that fact alone.

I have Frontpoint and have not been able to use their monitoring yet. I've been paying for it for 14 months. The first 3 months was not their fault perse - the city did not approve the monitoring permit. I give some blame to Frontpoint, however, because they did not tell me before signing the contract that a monitoring permit was necessary or even possible, and certainly they had no problem charging me immediately for a service I could not use. One of the door monitors, on the back door where we had the break in that initiated acquiring a security system, did not work every time we opened the door. It is because that door was too inset from the wall/frame. In January my boyfriend and I broke up, he kept the house we shared and in March I purchased a new one. All of my doors are inset. The system doesn't work at all at my house. Frontpoint doesn't have anyone who can come out and look at it either. Their advice was to send a picture to them of the door, which I did and didn't hear anything back. So I'm still paying the fee because it's cheaper than coming up with 80% upfront even though they have NEVER monitored for me. I'm probably lucky. My friends have since had their monitoring petitions approved by the city and each has had a $50 fee from the city for a false alarm on their system. Frontpoint did not tell me that was a thing either. The fees go up each number of false alarms.

When we purchased a security system for my grandma I took what I learned from my experience and we purchased her a system on Amazon that was really well rated for $200. It does not have monitoring but it sends you a text if a door/window opens and you can call the police yourself. Which the police have told me is higher priority than a monitoring system because the monitoring systems are so often a false alarm. The equipment for her system is the exact same as frontpoint's - the little stickers on the back of a sensor you place on the door and another on the doorframe - if the sensor breaks and the alarm is on a bunch of sounds go off and it sends a message to your phone and anyone else's you set it up to send to. It also has a back up if the electric goes out or the system is destroyed. If I could do it all over again I would have not panicked after our breakin and I would have done more research. I have no idea why Frontpoint has so many positive reviews. I hate it and I'll tell everyone. I'll write it everywhere, and when I start to calm down about it another $42.99 goes out of my account to remind me why I'll never do contracts for service again. If your service is that good you don't need a three year contract that you strong-arm people into keeping. I completely agree with the originator of this post - a fee to break the contract for the savings you received is one thing. 80% of the remainder of a service I can't use is vile.

Yes a ripoff I bought this system for a Business didn't realize if i canceled monitoring before 3 years that i would be charged 80%, as the sales person never mentioned that. It also too my over 3 months to install as it wasnt as easy as they claimed. That is absurd! The business got sold and we are moving to another state and the new owner was like "I dont want to pay for monitoring so you can take the system with you" . So I called Frontpoint thinking i would stop monitoring in October, they said at that point you have to pay 80% of the 11 months remaining which was over 500.00 so the gentleman suggested i take it with me and use it for home. But he would subtract one month. Never suggested i give a 30 days notice which they charge you an Extra Month @ 49.99. I called back in December as @ that point all loose ends of the business had been taken care of and I still owed 9 months or 319.00 and January charge of 49.99 if i sign a 30 day cancellation notice i dont trust this company and wont use them ever again. I will also tell all my friends its a ripoff.

I wouldnt !

Victim of the same misguided agreement. After I tried to contact frontpoint when I want to cancel my membership in 6 month, the rep told me that I will have to pay $1, 000 as early termination fee.
Not sure where all the good reviews are coming from, I think at least frontpoint should be upfront about this term, instead of putting such an important thing in the fine print.

Sen Xu Alex, we are glad to see one of our Support Supervisors was able to reach out to you immediately and address your contract concerns. Please let us know if you need anything else.

I was considering front point I received a call from a sales rep I asked her to call me back in ten minutes she did and I missed her call tried calling her back and the call went dead the next day I called the company and they tried to connect me to her and again the call went dead so I called back again and I was told las vegas (is where I live ) is the only city in the Us that they don't service why did she call me in the first place

I agree with the original post . FrontPoint is a bunch of damn thieves
They could care less about anything but your money. I am in a situation where I need to cut costs and I thought that maybe I could drop a couple of things like the z wave controller stuff but that gets you a whopping $5 off.
"We don't have any provision in our contract to change things."
I did not find their support team to be helpful. If I want somebody to quote a contract with me, I'll call a damn lawyer.
They refuse anything meaningful. Just like a bunch of Yankee carpetbagging politicians.
YANKEE SHYSTER THIEVING PUKES.
ONCE THEY HAVE YOU YOU ARE THERE FOR THE DURATION UNLESS YOU WANT TO GO TO COURT.
The did offer a reduction for $10 a month for 90 days but it is temporary and extends your contract.
These people are slime. I will never do ANYTHING with them again.
Do it yourself for a tenth of the price. It's easy.

Screwfrontpoint, we would really like the opportunity to look into your account and make this situation right for you and your family. At this time, we are having trouble locating your account based on the information provided here so at your earliest convenience could you please email us at WeCare@Frontpointsecurity.com? We can promise that we will do what it takes to make things right. Thanks for your feedback and we hope to hear from you soon.

Well, I am one of the unfortunate ones that signed for a 3 year contract and still have over a year to go.
Except that we rented the property we owned while we moved to a new place and had new security system installed there.
I had no issues with Frontpoint service but! There is always that infamous BUT. Tenants chose not to have security system. It's their belongings and their decision - and I am stuck with Frontpoint security system that is useless for me and can not be terminated.
I get it, it's business as usual, contracts are written for big boys and girls and should be honored. I get it. Then on humane note, it's a cold blood robbery to force it upon us without some reasonable solution. Please, don't give me sugarcoated round response, I talked to your customer service.
You have only one "option" - pay or highway.
That said, glad your company has it figured out how you are going to take all the money you made that way with you when time comes and you 200% lost a customer. Hope my post will help others to NOT go with you and look into available cheaper and more humane options.

I just signed a three-year contract with Front Point because I believe it to be the best option for me with the awesome services. I can only assume because of my age that I also check what can and cannot be done in a three-year contract and what would happen if I needed to terminate the contract prior to the three-year set up. My particular instance is in the very near future I will be putting my home on the market for sale and will be relocating to a new state. I asked the question also about putting a contract on hold and the answer was something I had not even thought of. Once I relocate, I will be temporarily set up in an apartment until I can make purchase of a home. Because the system is so flexible it will be very easy to reinstall at a later date in an apartment and finally into a home so that I can continue without any interrupted service. I thought that was an awesome point!
No matter what, ALL contracts must be read and understood completely. Do Not EVER sign any contract unless it has been vetted entirely. Otherwise, ask questions. With my purchase today I did not find any high pressure sales, but the young man was extremely thorough in explaining everything and answering all of my questions without any reservation.

The same thing happened to me. Crazy cancellation fee. No mention of the City permit needed until after you enter into the contract. Barely used it but was getting charged. A waste of Money and I cant do anything with the equipment. Smh!

FrontPoint is very good at selling the benefits. There are enough complaints on just this site about the early termination clause, that if FrontPoint was really interested in Customer Care they would change their policy. Policies are made and changed all the time.
I got FrontPoint after the brutal murder of my sister at her home and was afraid for my family. No one who hasn’t gone through the loss of a loved one in a crime like this can understand the pain, grief and vulnerability we went though and continue to go through everyday. It’s a time when you need to TRUST companies like FrontPoint to have your wellbeing and interest at heart. And I put my Trust in FrontPoint so I didn't have to hire a lawyer to review the contract before signing.
I trusted FrontPoint to educate me on the terms of the contract at a time when I was painfully vulnerable. First of all - they did not offer me a 1 or 2-year contract or even mention it. I definitely would have gone with a one-year contract to see where I was after some healing. Instead they sold me a three-year contract with the early termination clause that is a ridiculous 80% of the remaining balance.
Our circumstances have changed drastically, and we are a little over 2 years into the contract. I called to cancel thinking it was a two year contract. I got the same story as everyone else about the 80% payout. They tried to up-sell me obviously not listening to my wish to cancel.
First, he said I had to submit a written request to cancel 30 days in advance. In this electronic age why would anyone have to submit a written request to cancel?
Second, I asked for the 80% fee to be waived and when customer support told me they couldn't do that I asked why not? He said because FrontPoint had already paid a third party for our services. What? I was so surprised I didn’t ask him what services? I asked him three times if he was saying FrontPoint paid a third-party vendor to service my account up front the day I signed the contract? He avoided answering once maybe even twice but finally the third time said yes, they paid for 3rd party services for my account first and that was the reason they could not cancel my account without the 80% penalty. This does not ring true. No company pays for services 3 years in advance. That is just bad business. I asked to speak to a supervisor - he wouldn't let me. He said no one else would tell me anything different and that I had to deal with him.
So here are my points - 1. I was very vulnerable and trusted the salesperson to verbally educate me and offer me all available options to make the best decision I could at the time. 2. I was not offered the 1 or 2-year options or the opportunity to choose the best option for my situation. 3. FrontPoint has so many complaints about this policy - they should offer every consumer all three options 1, 2, or 3-year contract, every time. 4. If they didn't offer all the options they should waive the cancellation penalty of 80%. 5. If someone wants to cancel they should be able to do so with a phone call or online request. A 30 day advance written request is just a way to get more money. 6. This type of policy is meant to serve the customer and promote good will or reputation to the provider. 7. FrontPoint should tell the consumer to have an attorney review the contract (especially a 3 year contract) regarding the areas consumers are complaining about. 8. I would like the phone number for the 3rd party vendor FrontPoint has paid up front so I can negotiate with them to cancel.

If FrontPoint wants to have an excellent reputation they should stop making excuses and stop listing all the reasons they think they are the best. A top rated company has top rated customer service. No policy is written in stone. If it isn’t working change it.

After using the frontpoint service for almost like 2 years. We have couple false alarms. Hence, we decided to cancel their service a year ago. However, the frontpoint doesn't cancel the service. but, keeps charging us with the service we're not using.
Now after a year now, they somehow got hold of my credit card & charged me $499.90 on 9/10/2018, without my authorization.