- Report: #1121977
Report - Rebuttal - Arbitrate
Complaint Review: Frontpoint Security
Frontpoint Security1568 Spring Hill Road Suite 100 McLean, Virginia USA
Frontpoint Security Equipment has never worked and they want a $500 ETF McLean Virginia
*Author of original report: Update
*UPDATE Employee: Official Company Response
*Author of original report: Left one detail out
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I deceived I needed a security system when I purchased my house a year and a half ago. I have never had a phone line, so when I saw that Frontpoint Security offered a wireless(cellular) option I was intrigued. The house I bought was in a good neighborhood but it's an older community that butts up against other, not so nice neighborhoods.
Not not too long after I purchased the system, it began to have issues. The panel wouldn't register a doir opening in the back of my house. I didn't think it was that big of a deal so I called and they sent me a replacement. I added it and everything seemed to be alright. a few weeks went by and there were intermittent times where I would open one of the two back doors and they would either not register that they opened or two minutes later I would hear a chime.
I called and they checked the cellular signal and it was fine so they asked me to move the control panel, even though the control panel was 3 feet away from one of the sensors. It started working while they were on the phone so what could I do? It is intermittent so it's hard to troubleshoot....I get it. I started having trouble with the front door and one of the previous sensors they had already replaced so I contacted them again. They replaced those with massive sensors so they could contact the panel easier. I still had issues but I just stopped calling because they weren't fixing any issue.
I am am probably forgetting some of the calls like one other call where they wanted me to take the antenna out of the control panel to get better reception and once again checking the cellular signal which was once again fine. They also had to send another light controller even though there was line of sight between the light control and the panel and yet it wouldn't work. I know there are more calls, I would have to look on my cellular bill to verify more though.
Fastforward to today. I haven't used my alarm system except for while I was away for Christmas for probably 6 months. it continues to have delays when doors are opening or it doesnt sound at all. The guy in the phone actually said that they wanted to swap my radio from tmobile to verizon. I though this was moronic because I have never had issues with the panel contacting theit servers, just sensors failing and not reporting correctly. He then tells me that the sensors use the cellular signal.....I work in IT and I have open those sensors before. They do not have a cellular chip in them, they use some other type of communication to report to the main panel, not cellular. Once again another failed attempt at fixing the issue.
I'm just done with this company. I have 3 doors which have sensors and they have all been replaced. The security system has not worked from the beginning and now they want a little over $500 and 30 days notice to terminate a contract that I do not see as valid. As anyone can see, I have worked with them and have gotten the run around. I told them if they offered a somewhat reasonable ETF I would consider it, but I don't believe I should owe them one cent.
Add Frontpont Security to the list of companies that expect money for a broken product.
This report was posted on Ripoff Report on 02/08/2014 08:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Frontpoint-Security/McLean-Virginia-22102/Frontpoint-Security-Equipment-has-never-worked-and-they-want-a-500-ETF-McLean-Virginia-1121977. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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