Awful Customer Service
Before I get to the actual review, a little background. We originally had Frontpoint Security, beginning in 2009. The monitoring was done by Frontpoint, but for some reason we never understood, the billing was done by Alert 360. We had an occasional issue, but nothing that wasn’t quickly resolved. We had a series of three year contracts with Frontpoint but since 2022, we have been on a month-to-month basis. In 2023, Alert 360 took over the monitoring. Frontpoint was now out of the picture as Alert 360 now did both the monitoring and billing. Things were not as user friendly as with Frontpoint but any issues were quickly rectified. Now for my review of Alert 360. Things were fine until February 2026 when we moved. We contacted Alert 360 via phone and email alerting them that we were moving. According to both their website and people we talked to, someone from Alert 360 would contact us in a day or so. Sadly, we never received a call back. We send numerous messages via their website and called at least 6 times. Always the same response…someone will call in a day or so. Finally, after almost three weeks of trying, we just cancelled the service. Interestingly, after cancelling, someone did call to try to make amends but it was too late. But the worst part was that I cancelled with an effective date of February 28, 2026. The next week I noticed that we were charged for monitoring service for March, even though we no longer had service. I called and talked to several people while trying to keep my anger under control. I was told that the contract contained a cancellation clause that required a 30 day notice. I explained repeatedly that our last Frontpoint contract expired in 2022 and we had been on month-to-month service since. Therefore, we never had a contract with Alert 360. Sadly, it was like talking to a brick wall. I was irate that after treating us so poorly in attempting to move our service, we were now being penalized for something we thought was totally unfair based on a non-existent contract. In retrospect, this may have been the best thing to happen. We now have service with a very responsive company who seems to genuinely care. That company is ICU Protection. As for Alert 360, if I could give negative stars, I would, as the last couple of months of service with them were awful. Obviously, they do not care about retaining a long time customer, as we experienced some of the worst customer service we have ever seen.