FrontPoint Security Solutions review: FrontPoint home security system: cancellation process

FrontPoint charges an 80% cancellation fee of the remaining contract and innovation is at best, sparse. Beware, consumers.

When I signed up for FrontPoint in November 2021 as a first-time homeowner, the representative didn’t mention early termination fees or the alarm permit required by my city. This was the beginning of my issues.

Within the first six months, a false alarm led to a $300 city fine. FrontPoint claimed they had informed me about the permit requirement and sent a notice. When I requested proof, I received only a screenshot from a system log, not the original time-stamped email.

The contract states that failing to meet their service level agreement should allow hassle-free cancellation. Currently, the system isn’t meeting my needs for several reasons:

1. The doorbell camera suffers from significant video lag and low quality (720p). Half the time I have to close the app and reopen it before I can get a live image. My hardware currently supports just slightly north of a steady 12+ volts. I felt ripped off after seeing Ring.

2. There’s no integration with current home automation standards like Google Nest, Apple HomeKit, Apple TV, or Amazon Fire TV. Forget about camera views on your TV.

3. They tout voice assistant interaction, which feels like a gimmick compared to modern web API developments. Voice interaction is not synonymous with system integration.

4. I suspect their use of GE brand parts limits compatibility. Is this truly Z-Wave or a proprietary hybrid? I don’t know. I’m not a hardware developer.

In 2016, FrontPoint published a blog post emphasizing integration through their app, dismissing third-party integrations like Google, Amazon, Apple, or IFTTT. Comments from as far back as 2016 complained about integration issues and a lack of compatible, available inventory lists.

Home Automation is Better When It's Integrated

FrontPoint states, “What you want is a single interface, from which you can look at your cameras, arms and disarm your alarm system, control your lights, reset your thermostat, and unlock (or lock) your doors.”

https://www.frontpointsecurity.com/blog/home-automation-is-better-when-its-integrated

For example, Bob commented on February 13, 2016:

“I think FrontPoint needs to find a way to differentiate "not supported" into two groups. One is that there is no way to interface the device, versus it can be interfaced but we do not have the experience/training to provide help with the device.”

FrontPoint's ultimate response focused on security concerns, sidestepping the integration issues. This stance allows them to avoid further development while subtly criticizing other technologies that have continued to innovate. Their app is merely a rebranded version of the Alarm.com app, with no unique customization.

Regarding service levels, my early termination fee was quoted at $239.95 (80% of my remaining contract). I raised issues of poor integration and the permit notification failure, requesting a fee reduction. After a long wait, the representative's supervisors denied my request. When I protested, I was transferred to Terrence, who denied responsibility and claimed permit notification was “optional,” contradicting earlier statements.

The lack of integration and poor customer service is disappointing. FrontPoint fails to deliver on the integration promises they use to sell their products. For $576 a year, what have they improved since 2016?

In the end, I canceled my contract in favor of a more integrated solution. Despite the high fee, they couldn’t guarantee no further charges, requiring me to call back to check for additional billing. This lack of monitoring in 2024 is astonishing.