Frontpoint vs ADT: Do You Want Customer Service Or A Better App?

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Frontpoint and ADT are two big players in home security. They each offer professionally monitored security systems and have high-performing equipment. They both require long-term contracts, but when it comes to customer service and monthly fees there is a clear winner.

Customer Service & Reputation

Frontpoint is known for its excellent customer service and no-pressure sales, whereas your experience with ADT will depend on whom your local authorized ADT dealer is.

Each ADT customer’s experience will vary because ADT security systems are sold through authorized resellers*.

This means the company you use to get your ADT system could be different than someone who lives in the neighboring county. Therefore, your costs and customer service will vary, even when the equipment, contracts and general installation tend to be similar.

For this reason, we’ve taken a look at user feedback from across the nation and come up with patterns and commonalities across the network of larger ADT resellers to leverage across our review.

*Our ADT links take you to Protect Your Home, which is an authorized reseller for ADT.

Frontpoint Complaints

  • Having to pay the full contract amount (or a percentage) if you cancel during the contract terms.
  • Difficulty canceling in general.
  • A 1-month cancellation notice that they weren’t notified of.

The majority of these complaints concern terms that are often included in the contract Frontpoint requires upon sign-up. Please know that when you sign a contract, cancellation can be more difficult because there are terms you must follow. We urge you always to read any agreement you sign thoroughly, so you know what you’re getting into.

ADT Complaints

Your experience with ADT can vary because it uses several authorized dealers. ADT doesn’t have as great of a reputation with its customer service department as Frontpoint does. Here’s just some of the feedback we’ve encountered.

  • Extra charges on bills.
  • Incomplete installations.
  • High-pressure sales tactics.
  • Refusal to cancel service.
  • Lack of customer support when issues arise.
  • Customers being told contradictory information regarding contracts.

Both Frontpoint’s BBB and ADT’s BBB ratings are A+. However, it’s important to note that the ADT BBB profile is for their corporate entity. Since they use an authorized reseller model (license their offering to local providers in your area), your local ADT provider may have a different BBB rating, or none at all (this is the case for the reseller we link to in this review).

In the end, Frontpoint’s customer service complaints are ultimately about the contract terms, which customers are signing willingly. ADT has these contract complaints as well, but it has more in other areas, so Frontpoint gets the nod here.
Frontpoint logo
Winner: Frontpoint

Equipment

Below is a table of the types of security equipment offered by each company.

 FrontpointADT
Additional KeypadCheckmarkCheckmark
Keychain RemoteCheckmarkCheckmark
Door/Window SensorCheckmarkCheckmark
Motion SensorCheckmarkCheckmark
Indoor CameraCheckmarkCheckmark
Outdoor CameraCheckmarkCheckmark
Doorbell CameraCheckmarkCheckmark
Glass Break SensorCheckmarkCheckmark
Panic ButtonCheckmarkCheckmark
Smoke DetectorCheckmarkCheckmark
CO DetectorCheckmarkCheckmark
Freeze Sensor
Water SensorCheckmarkCheckmark
Additional SirenCheckmark
Smart SwitchCheckmarkCheckmark
Smart Door LockCheckmarkCheckmark
Smart Light BulbCheckmarkCheckmark
Garage Door ControllerCheckmark
Garage Door SensorCheckmarkCheckmark
Compatible Smart ThermostatCheckmarkCheckmark

Frontpoint doesn’t have an additional siren, but there’s one built into the control panel. It is also missing a smart thermostat, but you can integrate one that has Z-wave communication (e.g., the Nest Thermostat). Neither company offers a freeze sensor, and ADT is missing a garage door controller.

Both companies have wireless equipment with a lifetime warranty, but ADT also offers a wired option. GE and Interlogix manufacture Frontpoint’s sensors while ADT’s are from Ademco, DSC, Honeywell and Interlogix.

In the end, this category is a tie because both companies offer basically the same lineup and the equipment is dependable.

Winner: Frontpoint & ADT (Tie)

Technology

If home automation is important for your system, you have many options from both companies.

Frontpoint & ADT Compatibilities

Battery Backup

If you lose power during a storm or from a burglar cutting wires, a battery backup will keep both systems running. Both Frontpoint and ADT have 24-hour battery backup, which is the standard.

Cellular vs Landline Monitoring

All of Frontpoint’s plans have cellular monitoring, which is the most secure form because there’s no concern of a burglar cutting your landline (phone) or broadband (internet) connection. With ADT, you must upgrade plans for cellular monitoring since the lower-tiered plans have landline monitoring.

App Performance & Ratings

We combined Apple App Store and Google Play Store ratings and averaged them to give you an idea of what readers think of each company’s respective app. (Please know that there were barely 1,000 reviews for Frontpoint and more than 482,000 for ADT.)

Frontpoint App Complaints

  • Unable to change the volume or time of display on the control panel
  • The Android version having delays

ADT App Complaints

  • Cameras not staying connected
  • Status of the system being unavailable
  • Devices not responding to commands

Smash Proof

Frontpoint has smash-proof systems, so if an intruder tries to destroy your system, the police are still alerted. ADT doesn’t have this feature, unfortunately.

To summarize our technology comparison, customers like the ADT app and how much they can do with it. But if you want cellular monitoring, you must upgrade your ADT plan and its control panel is not smash proof, so Frontpoint wins here.
Frontpoint logo
Winner: Frontpoint

Value

To see how Frontpoint and ADT compare in a real-world situation, let’s compare a common household configuration:

  • 6 door/window sensors
  • 1 keypad
  • 2 motion sensors
  • 2 keychain remote

For comparison’s sake, here’s how much it will cost you for 3 years of service. (ADT locks you into a minimum 3-year contract; Frontpoint offers shorter contract lengths but at the cost of higher equipment fees.)

 FrontpointFrontpointADT
Equipment$199.96$199.96$0
Installation$0$0$99
Professional Monitoring$34.99/month
(cellular)
$44.99/month
(cellular)
$48.99/month
(cellular)
Total Spent After 3 Years$1,459.60$1,819.60$1,862.64

Please note that Frontpoint’s $44.99/month Interactive plan is more comparable to ADT’s $48.99/month Basic Security + Wireless Connect plan. However, Frontpoint’s $34.99/month Protection plan is the least expensive cellular monitoring plan offered by Frontpoint, but it doesn’t include mobile alerts and remote access. If you don’t care about mobile access to your system, you can save more money by selecting this plan. 

Frontpoint wins here because you get cellular monitoring for $14 less per month. We like that both companies have more than one monitoring station (Frontpoint has 2 and ADT has 10), a redundancy that’s important in the event of downtime.
Frontpoint logo
Winner: Frontpoint

Ease Of Use

 FrontpointADT
Wireless EquipmentCheckmarkCheckmark
Wired EquipmentCheckmark
InstallationDIYProfessional
Easily RelocateCheckmarkRequires a Professional

Both systems are generally easy to use once they are set up. Although people rave about how easy it is to do things through the ADT Pulse app, whereas there are some complaints about the limited functionality of the Frontpoint app.

While both systems are easy to use there are some key differences in this category. Some people may prefer having a professional install their security system while others hate having to take time off work to wait for the installer to show up and let a stranger into their home. Additionally, if you plan on integrating a lot of home automation equipment, the ADT Pulse app may be more appealing to you. However, if app functionality isn’t as important to you, Frontpoint is just as simple to use as ADT.
ADT Authorized Dealer logo
Winner: ADT

What’s The Verdict?

If you want a security system that’s easy to install yourself, has excellent customer service and great professional monitoring, Frontpoint is an excellent option. ADT has dependable equipment and monitoring as well, but its customer service isn’t near the level of Frontpoint’s.
Frontpoint logo
Overall Winner: Frontpoint

If you’d like to learn more about these companies, read our individual reviews on Frontpoint and ADT, which include pros, cons, key features and customer testimonials. Frontpoint and ADT are both included in our top home security system comparison, which includes more than a dozen companies.

Which company are you leaning toward?

About The Author:

Kimberly received her Bachelor of Arts in multimedia journalism from Simpson College. Her natural curiosity helps her research as she seeks the truth when learning about, comparing and personally testing products and services.

Kimberly has been writing about security and safety since 2013, covering subjects such as home security and automation, identity theft protection, home warranties, medical alert systems and more. In 2018, she had her first child, and that opened up a whole new avenue of security experience with baby gear. She wanted to purchase the safest items for her family.

Security is a passion of hers, and she knows it isn’t a one size fits all category. With every piece she writes, her goal is to help our readers find the best fit for their unique needs.

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

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