NorthStar Alarm Services, LLC

Complaint: ***
I am rejecting this response because: I don't think you understand my complaintThe North Star representative told me there was no contract and it was only a work order for a necessary update on the systemThis was a lieWhether the system needed to be updated I don't knowBut he used that as a reason to trick me into another contractI did not agree to another contractI was misleadHe said it was only a work order for the service that my system supposedly neededHe never mention the work order was also a contractThis was very dishonestI am old and trusted this young manHe blatantly lied about it being only a service and for me to sign for the work he had just done. You're not understanding my complaintThis service man from North Star told me the paper I was signing was only for the serviceHe said It was a necessary service and Im not sure if that was trueI trusted himHe said there was no contract involved and it was only a paper for the service performedThis is deceitful and not good business practiceI was not planning on keeping the system and would have not knowingly signed a new contractHe lied and had me sign the service order which turned out to be a contract and not a service order.I will not continue to pay a company that does business like thisI will put a stop payment on my bank account to stop you from withdrawing money frim my accountYou can send me to collections and I will hire a lawyerThis north star service man used the service as an excuse to trick us into another contract.
Sincerely,
*** ***

Mr***,NorthStar would like to thank you for your continued businessWe hate to see you leave, but will honor your request to cancel the agreementIf you are are interested in getting a new system in your new homeWe would like to offer you a discounted monthly ratePlease contact us if you
are interested.Sincerely,NorthStar

Dear MrW***, If you called and stated you wanted to cancel or sent us your request to cancel on or before May 12, and can provide me with documentation showing this we will cancel your account. Sincerely, ?Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mrs***, We are sorry to hear about the problems that you experienced with the system that was installed in your homeWe were able to review your account details in regards to the problems that you mention in your complaint. We are showing that you originally got your system in
April of and not only had a security system put in but also went with several pieces of home automation in your home as wellWe are showing that the first mention of a problem with your system was in September of when the door lock stopped working but that was diagnosed by the internal batteries being dead and it was suggested to change those out and it would work once again.Shortly after that in November of your account was days past due and collections efforts were being made on the account from our in house collections teamIn December you then spoke with a supervisor in our collections department regarding the past due balanceIt was determined at that time we would do an addendum hold on the account to credit off the past due months and roll those payments to the end of the agreement, which he emailed you out the form to sign and confirm those detailsDuring that call you mentioned the system was not working at all and he sent you to our technical support team in order to diagnose the issueIn our records we are showing that addendum hold was never processed and received back signed so the account remained past due. Our technical support team then sent you a follow up email to make sure everything was working on 12/20/stating if anything was still having a problem to either reply to the email or to give them a call and they could further assist youOn 1/6/you spoke with a supervisor in our customer care department stating you wanted the accountcancelled because our technical support team was unable to resolve your concerns over the phone, he sent you a customer dispute form to fill out to see what other resolutionsmay be available to you because cancellation was not an option based on the agreement that you signed with out paying off the remaining months on the account. Another supervisor in our customer care department contacted you on the 9th of January regarding the dispute form but was unable to get a hold of you and left a messageYouthen spoke with that supervisor on the 10th of January who offered to send out a field service technician to your home at no charge to try and resolve the concerns you werehaving with the systemThe technician while he was in your home was unable to get the thermostat working so it was removed from the home per your request, however he notedthat the security system its self was working just that you had some prior problems with the automation equipment not workingHe was able to confirm before he left that the rest of the system was working. On 1/20/we received an email from you in regards to the past due balance stating that the equipment was still not working even though the technician confirmed it wasprior to leaving, and claimed that no one had come out to your home even though the service visit had taken place on the 17th of that same monthAlso that you would not bepaying the past due amount and wanted the account cancelled. Further collections calls were placed in regards to your account until it was transferred to a 3rd party collections agency for further and future attemptsWe are sorry to hear that you have elected to go with a new security company, however that would not be grounds for cancelling your account and the new company should have verified that you were not under an agreement prior to installing their equipment. At this time your account has been turned over to Hillcrest Davidson & Associates and you will have tospeak with them regarding the on going collections efforts as the account with NorthStar has been cancelled due to non-payment for months. They can be reached at (888) 524-Alternatively your new security company may be willing to cover all or a portion of that amount because you did become their customer and in order to assistyou with that change of service sometimes companies will assist in paying off a previous company. Warm regards, NorthStar Alarm LLC,

Dear Ms***, I am sorry for any misunderstandings that may have taken placeI show you called in January of and at that time you should have been told to send in your written request at least days before the end of your termMy notes do not indicate if you were told that or not,
therefore, we will cancel your agreement at the end of your initial term, June 15, No further payments are due. Sincerely, ?Melanie ***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHoweverI would very much want this company to be informed that MrH***, as well as Martin V***, did in fact, failed to legally show me any contract or provide me with any copy of a contractThere are other legal issues of the Texas consumer protection laws that were violated ,that I choose not to go intoFYI a supervisor above MrH*** needs to talk to him regarding his unethical procedures for approving customers contractsIf management for Northstar has any further questions or information that they would like to be aware of, they can contact me directly at *** *** ***
Sincerely,
*** ***

Ms***, NorthStar sincerely apologizes for any dissatisfaction you have had with your serviceWe understand our service department has been in touch with you to attempt to resolve whatever issues remain with your system, and trust this will solve your concerns. Warm
regards, NorthStar Alarm Services, LLC

***, I am sorry to hear about the experience you have had with NorthStar in regards to the confusion about your agreement that you signed I appreciate you taking the time write out all the details, I was able to use those details as well as your account information to review your
agreement with usI am showing that we have tried to reach out to you in regards to the review that you left on NorthStar's Facebook Page but we have been unable to reach anyone to go over this information I am showing that you originally signed the agreement with NorthStar on September 3rd and that it was for months However you previously had an alarm system from Vivint that was installed at your home prior to getting NorthStar When a customer enters into an agreement with NorthStar before any equipment is installed in the home we do a pre-installation survey to verify the agreement that you are signing During that survey one of the questions that you are asked is if you are aware that NorthStar is a competitor of your previous company and that you were signing a new agreement with NorthStar, and you will be responsible for canceling the service with your previous company Your response to those questions was that you did understand that and were aware you would have to cancel with Vivint However, because of the experience and problems that you have had I will be cancelling your agreement with NorthStar as well as refunding the last payment that you made in the amount of $ We do ask that you remove the review that you left on NorthStar's Facebook page at which point your account with NorthStar will be cancelled and you will no longer have an agreement with NorthStar. If you have any further questions or concerns please feel free to let me know and I would be happy to further assist you. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:***@northstaralarm.com | w:www.northstarhome.com |

Complaint: ***
I am rejecting this response because: a letter with a post mark of Tuesday May (with in the days)Thought after they got the letter, someone from the company would come for equipment and cancel service. After a while of getting no response we called and they said we were stuck in the contractNo talk of our cancellation letter being receivedSo we were not too worried about letter we sent because we were verbally told that we could have a day trialWe were told we could have the trial of days because we were NOT going to get the service till we were told we could have the day trialWe did not need the days because we did NOT ike the system from the very beginning, We did what we were supposed to do and some where along the way lines got crossed and we should not have to pay for someone"s or something"s mistake.
Sincerely,
Aaron W***

Mr***,NorthStar would like to thank you for your continued businessNorthStar would like to keep you protected at a very low rate of $19.99, to help you with lowering your billsWe would cancel your current month renewal period and resign you up for an additional month at the
unmatchable rate of $that is $lower than your current rateShould you be interested in this offer please contact our retention representative Aaron @ ext 3203. SincerelyNorthStar

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and to my understanding I will not be charge any additional fees
Sincerely,
*** ***

Corporate has authorized crediting customer's account back to October of when their service was interrupted, in addition to other accommodations agreed to between customer care and customer Customer Care will contact customer to resolve matter. We apologize for the inconvenience,
and value your continued business. Warm regards, NorthStar Alarm Services, LLC

Complaint: ***
I am rejecting this response because: I appreciate you sending me a copy of my contract I see that the initial term ended on 8/23/completing the months And since I contacted you on 8/(for the first time, with no response,) I was automatically renewed for months I find that to be incredibly deceiving that after a year contract, if you don't stay up to date on the terms, you are automatically renewed and charged a very high cancellation fee Very disappointed I shouldn't have to pay almost $to cancel a service I no longer need after I have paid on time for the initial contract term and the contract got bought out by another company I feel like you are taking advantage of your customers
Sincerely,
*** ***

Ms***,Thank you for being a valued NorthStar CustomerWe will terminate your contract on the end date of 11/15/Your contract will not be automatically renewed. Sincerley,NorthStar

Dear Mr***,NorthStar has reviewed your account and been in contact with the buyers of your home where the service is locatedNorthStar will gladly transfer the account and billing into their name once the sign the acceptance of service transfer paperworkUntil that has been
completed you are still responsible for the agreement in which you signedWe hope the transfer will happen ASAPPlease contact our Customer Care Dept and ask for a Move Specialist844.822.7827Sincerely,NorthStar Alarm

***, I am sorry that you have experienced some confusion in regards to the length of your agreement with NorthStar I was able to review your account information with the details that you provided and was able to figure out where the confusion was in regards to the original agreement
that you signed back in April as well as the upgrade addendum that you did in March I can see that the original agreement was for months which went from April 28th and ended on April 28th However, in March of you spoke with someone from our upgrades department about upgrading some current equipment in your homeI am showing that we installed a new panel at no cost as well kept your original rate of $ As part of the upgrade you agreed to extend your agreement by an additional months. The upgrade agreement would add an additional months to the end of the original agreement making the new end date 4/30/ I understand that you thought the new agreement would over ride the remaining months of the original agreement which would put your end date months from the date of the upgrade which is 3/ Because you have been a long standing and valuable customer with NorthStar I am happy to change the end date of your agreement to 3/as it would have been with the addendum over riding the rest of the original term You are also eligible for additional upgrades or deduced rates since you are a long standing customer If that is something that interests you feel free to contact our retention department at ###-###-#### and then can present you with available options. If you have any additional questions or concerns in regards to your account please feel free to let me know and I would be happy to further assist you. Best regards, -- Aaron

Dear Mr***,NorthStar has reviewed your complaint, and is sorry to hear about the troubles you have hadOur notes indicate we have been trying to get a balance of contract from you and your previous alarm company *** NorthStar would be glad to pay for all the additional payments
*** has billed you, and pay off the remaining balance that you owe with themPlease request a final bill from *** and email, mail or fax the final bill to usWe will gladly cut you a check for the purpose of paying off that final balance.Mail address:EUniversity Pkwy #500Orem UT 84097 email address:[email protected] Fax number: 801.373.4027Sincerely,NorthStar Alarm

Mrs***, I am sorry to hear about the confusion you have experience in regards to the agreement that you signed with NorthStar I am showing that as part of your original agreement there was a renewal term of month if we did not receive written notice of your intent to cancel at
least sixty days prior to the end of the agreementHowever, after review of your account I have gone ahead and processed the requested cancellation of your agreement with northstar At this time if your December payment goes through your account balance will be $and you will be under no further obligation to NorthStarThe equipment that was installed in your home is yours to continue to use or remove. If you have any further questions or concerns please feel free to let me know and I would be happy to answer them. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:***@northstaralarm.com | w:www.northstarhome.com |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I'm very disappointed with the way this company handle my request; however, to avoid any further delay, I would accept that the contract be terminated immediately
Sincerely,
*** ***