• Report: #1121977

Complaint Review: Frontpoint Security

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  • Submitted: Sat, February 08, 2014
  • Updated: Sat, February 08, 2014

  • Reported By: Steven — Montgomery Alabama
Frontpoint Security
1568 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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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update

AUTHOR: Steven - ()

I will say that Frontpoint has now confirmed that they will not hold me to my contract. I am not going to say they did it completely out of the goodness of their hearts but after posting here, they responded and offered to get me some new equipment or to get out of my contract. Since I have had waaaay too many issues, I opted for the termination of the contract. 

If you are interested in their products, I wouldn't say stay away BUT make sure you can shorten the contract. I would also get an email from someone saying that they will not hold you to your contract if there are x amounts of issues within a timespan. I've probably paid a good 6 months of service(@$40 month) that I did not use the system.

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#2 UPDATE Employee

Official Company Response

AUTHOR: FrontPoint - ()

Thank you so much for bringing this to our attention! We’re alarmed to hear about the experience that you detail, especially since it is far from our helpful and supportive customer service that we strive for. We make every effort to help a customer get their system up and running perfectly, so we’re concerned that yours doesn’t sound like it’s functioning the way that it should.

 

There are a few factors that can affect your system’s initial setup (like interference and cell signal strength, for example) and it’s always our priority to address those factors right away so that way your system provides you with peace of mind and security right from the beginning. We certainly don’t want any of our customers being unhappy with our systems, and we are glad to hear that one of our Managers of Support, Adam, was able to get the opportunity to speak with you to learn more about your system and how we can help. Please know that Adam is working diligently on your case and that we look forward to proving to you why we have so many happy customers and so many positive reviews online.

 

Again, thank you for your time and we look forward to helping in any way we can.

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#3 Author of original report

Left one detail out

AUTHOR: Steven - ()

I would also like to say that I do not feel safe. How can I trust a sytem that has failed multiple times? There are instances that I told Frontpoint that the system wouldn't register a door as being opened until a minute or two later. What happens when someone tries to break in?? I hear a chime or alarm after they're standing over me with a knife or gun? Even if they can fix it today, it is a security system. It is supposed to bring peace of mind but all mine has done is cause me to worry and costs me plenty of money. 

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