FrontPoint Security Changes a Customer’s Negative Experience

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On August 24th, 2013, FrontPoint Security changed a customer's experience from negative to positive on TrustPilot. The company exhibited their dedication to customer service by reaching out to the customer and resolving their issue.

Virtually undefeatable wireless home security from FrontPoint

Wireless home security and home automation from FrontPoint

I am no longer a disappointed customer, but rather one who knows that my issues and security concerns are important not only to me, but FrontPoint as well. Thank you for quickly restoring my confidence in you.

FrontPoint Security, the nationwide leader in wireless home security, was founded on the belief that the home security industry needed a change. Customer service had long been an overlooked aspect of the industry, with many top companies relying on aggressive tactics to increase their sales. FrontPoint Security decided to go against industry standards and made customer service its top priority, as well as the main selling point. From its low-pressure sales environment to a knowledgeable Support Team ready to answer any question, the company is proud of its ability to provide a personable interaction for every single customer.

Today, because of its unwavering dedication to meeting every single customer’s satisfaction, as well as providing a top-rated wireless alarm system, FrontPoint Security is widely recognized as the leading home security provider in the U.S. Reviewers and customers have made the company the highest rated in the industry across many reputable sites, including Angie’s List, Yelp, and TrustPilot.

There are also a few customers who have voiced their issues. It’s FrontPoint’s effort and dedication to addressing these reviews that separates it from its competitors. If customers have a negative experience, they are encouraged to share them with FrontPoint, who will work diligently to resolve the issue.

On August 24th, 2013, a customer on TrustPilot posted a complaint about FrontPoint Security and within the hour, the company reached out to the customer:

The original review:

"It only takes one time. One time for a sensor not to work, and one time to have someone violate your sense of security - because of that one sensor. I've had several issues with the sensors since I installed this system. However, this last issue tips the scale.

One recent morning after setting the alarm (Motion setting) and falling to sleep for about an hour, I got up and went pass one of the motion sensors without disarming prior. While I didn't notice at the time, the ALARM never sounded. After finally realizing this, I walked back to the control panel (passing the sensor in the process), and the alarm sounded. Obviously a problem I never want repeated.

So I called FrontPoint and all I basically got was -- "The sensor is reporting properly. Maybe you walked by the sensor in a way in which the angle wasn't picked up." Are you serious? I walked well into the 90 degree angle that it supposedly picks up.

My issue was not resolved and no alternatives were offered. If the angle was off, maybe another sensor should have been offered (I would have paid for it) to completely cover ground for their failed sensor. Maybe a glass break sensor to ensure threats aren't only secured from the door sensors. Maybe a new sensor for the one that failed just one time (so far).

I really wanted to make this experience work with FrontPoint. However, it only seems that an alternative will have to be used. It's funny that I thought after resolving that issue (didn't happen), I could purchase the camera, smoke sensors, and another panel.

Very disappointed NEW customer!"

After FrontPoint Security reached out to the customer, they updated their review:

"Since posting this, FrontPoint has contacted me and resolved the issue. Within an hour of making my post here and filling out their survey, the representative was giving me the type of service I initially expected - WORLD CLASS. It all makes sense now on why I chose this company - CUSTOMER SERVICE. I am no longer a disappointed customer, but rather one who knows that my issues and security concerns are important not only to me, but FrontPoint as well. Thank you for quickly restoring my confidence in you."

“FrontPoint continues to work hard to make sure all of our customers receive a world-class experience,” says FrontPoint Security Co-Founder and Senior Advisor Peter Rogers. “Our top priority is to provide peace of mind, while also providing a level of service that exceeds all others in the industry. We will go out of our way to ensure that a customer’s needs are met.”

About FrontPoint Security:

FrontPoint Security is the leading nationwide provider of interactive wireless home security systems. FrontPoint combines next generation technology with remarkable simplicity and commitment to service, resulting in a safer and unique customer experience. With customers in all fifty states and Canada, FrontPoint Security is one of the fastest growing alarm companies in North America. FrontPoint is a GE Security Authorized Dealer and’s Preferred Dealer for no-hassle security solutions. For more information, please visit or call 866.296.3945.

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Cassandra Leszek
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