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I am changing my review because I found out more about the contract (surprises) after I signed the three year agreement.
At the beginning, the sales rep pushed me to sign the contract even though I told him we would not start the service till middle of October. During the call with the sales rep, I was told that my "Risk Free Trial" period was extended to 60 days (because I expressed my concern not being able to activate the system til middle of October). Today, I just found out that I will still need to pay Front Point monthly service fee during the "Risk Free Trial" , even though I have not installed or activated the system.
Today, my initial purpose of my call was to see if Front Point could extend the "free" period to next month, since we will move to the new place in November. When I called Front Point customer service expressing that I have not even installed the system yet because I have not moved to the new home yet, I was told REPEATEDLY by Front Point's rep that Front Point was charged by Verizon. As if, them being charged will justify me the customer getting charged the full amount ($ 42.99 )of service that I did not use. I do not know how much Front Point pays Verizon per customer added, but it certainly wont be $42.99 per month! After upset complaints, they did however offer to extend my contract term by two months so we will receive credit back for the first two months (service we did not receive) after the "trial period" is ended.
I am still under the trial period and they have already acted like they have all the rights to charge me. Not to mention, early this month , I also found the discount I received originally from the sales rep was charged back to my credit card again without even notifying me the charge. I found this out by reviewing credit card statement. (it was later credited back to me after complaints)
I signed a contract for 36 months. If this is the customer service and attitude that I will have for the rest of the contract. I'd rather not have a security system than being robbed by one! Especially, I was told that early termination of the contract, I will need to pay 80% of the rest of the contract term."
There are so many company 800 numbers, it difficult knowing which one to call when you need to talk to someone. The wait is usually long to talk to areal person. The biggest problem came when we moved to another condo less than a year later and called to cancel our service. We had already decided to go with another company, any other company but ADT, at the new condo. The customer service representative told me I had signed a THREE YEAR CONTRACT and that I would be reponsible for the remining monthly fees in my contract to the tune of $800 plus!! When I pulled out and looked at the contract I signed on the installation day. It was four pages of tiny print and the 3 year year contract notification was not easily seen. I feel like we have been ripped off by this company that has swallowed up almost all of the smaller companies that were their competition and there are very few other options. I found a small alarm company for our new condo and the equipment and monthly fee were each 50% LESS."
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