Frontpoint

Thank you so much for this kind review, Lendon! We are so glad that our team could assist you.

To Whom It May Concern, We are sorry to hear about the customer's experience. Frontpoint is dedicated to customer service so we will always review any situation brought to our attention. We did review the cancellation call the customer referenced and found that the representative did not explicitly state the app function would stop just the broader service. We are glad for all customers to understand that the system communicates primarily through the ongoing cellular connection which does require a subscription so when the subscription is cancelled the remote control of the system does cease. We are sorry the customer was able to walk away from the interaction with the misconception that the app would still work. In addition while reviewing both recent interactions, we found that both representatives simply gave flat explanations on policy and how the system worked that the customer did not like. Neither representative was rude to the customer in any way. Thanks, Frontpoint Security Voice of the Customer Department

To Whom It May Concern, Part of Frontpoint's dedication to customer service is our troubleshooting process that has been refined over many years of providing service. We want to clarify that our intention in troubleshooting is never to prevent any customer from receiving a replacement when it is needed. Many issues can be fixed without replacement so our priority is to eliminate these possibilities first so as not to waste a larger amount of customer time waiting on a replacement and installing it when it wasn't needed. We appreciate the customer bringing the situation to our attention as we did find that on the most recent interaction the representative did not account for the customer's previous session of troubleshooting with us and subsequently repeated steps and gave pushback on the customer's request for a replacement where it was not warranted. This resulted in extra time and inconvenience for the customer that we understand the frustration that was caused. Whenever we are made aware of a interaction not meeting our standards we do spend time coaching our representatives to improve knowledge and understanding of our equipment and procedures. We have reached out directly to the customer and they are welcome to reach out directly should they need any further assistance. Thanks, Frontpoint Security Voice of the Customer Department

Hello Luke, We are sorry to hear about your experience. We do value flexibility and customer satisfaction and understand that not every policy is a perfect fit for every customer's individual circumstances. We are always open to further discussion and want to hear from you in more detail so we can make sure we've done everything we can. We can be directly reached at [email protected]. Thanks, Frontpoint Security Voice of the Customer Department

To Whom It May Concern, Frontpoint is always dedicated to providing the best customer service. We are disheartened to hear about any subpar service experience and review any interaction brought to our attention. In this case we did find that the customer call our monitoring station outside of tech support hours when a trouble condition occurred on their panel. Our monitoring station is a dedicated line with the priority of responding to alarms on behalf of our customers. As such they have limited access to the system for non emergency issues and would refer customers who call in to our tech support. We understand the frustration of not being able to get a technical issue resolved immediately. When we reached out to the customer to ensure everything was resolved and satisfactory, they indicated that all was well. They are welcome to reach out directly if they have any further questions or concerns. Thanks, Frontpoint Security Voice of the Customer Department

Hello David, We are sorry to hear that you've had trouble reaching out to us. We were able to locate your account and attempted to reach back out but hadn't heard back from you. Feel free to reply back anytime or use [email protected] to reach out directly. Thanks, Frontpoint Security Voice of the Customer Department

Thank you for trusting us, Dave! We are so glad that we were able to resolve your issue swiftly and effectively. Please let us know if you need anything else!

Thank you for this kind review, Harold! We are so happy that we could assist you and appreciate your feedback!

Thank you for taking the time to leave a review, Barry! We are so glad that you have enjoyed our services.

Thank you for the review, Fred! We are so glad we could get you the extra equipment you needed.

Thank you, Jerusha! We are so glad that we can always assist you.

Thank you for your kind review, Trudy! We are so glad that we could assist you!

Thank you so much for your kind review, Frank. We are so glad that we can help you perfect your system and keep you secure after all these years!

Thank you so much for your continued loyalty to Frontpoint, John! We are so glad that we have been able to give you top-notch support!

Thank you so much Rex! We are so glad that we could give you the peace of mind that you deserve.

Thank you so much, Sydney! We are so glad that we have been able to assist you.

Thank you for the kind review, David! We are so glad that you have enjoyed your many years with Frontpoint and appreciate your loayalty!

Thank you for the kind words you have for our team, Beth! We are so glad that you had a wonderful experience with them and that you have been enjoying your new equipment!