NorthStar Alarm Services, LLC

Ms***, We are sorry to hear about the confusion regarding having a service technician visit your homeWe were able to confirm that since you filed the complaint that a technician has visited your home and installed the new sensorsWe are showing that the standard trip fee of $was invoiced
on your account regarding that serviceHowever, we have gone ahead and credited that off so you will not be charge for the visitWarm Regards, NorthStar Alarm LLC,

Complaint: ***
I am rejecting this response because:it is ridicules I signed a four-year contract with your companyThe expiration should’ve been about August of In the FinePrint the tiny tiny FinePrint that a 70-year-old woman can’t see it says it automatically renews for months at the end the contractI did not get any bold type alert that this was going to happen and I believe that in the state of California you need to have that in your contract of course I signed a contract in and so perhaps you don’t think you have to do it because it was when it expiredYou can do what you want to do I will pay your bill to keep it off of my credit report but I will tell everyone in this neighborhood that was approached by your salesman And made to believe he was with their alarm company until he was in our house and his papers spread all over kitchen, just what Kind of rules Northstar plays by.I am angry You renewed a four year contract (I refused to sign for five) for another18months,not days, not days but 18months That should be illegal as well as criminal Shame on your company
Sincerely,
*** ***

Dear Mr***, NorthStar has recently offered you the following optionNorthStar will have you sing a month addendum (billing hold) and if the new homeowners do not transfer it over to their name, the months will be added to the end of current term. NorthStar will give you a month refund IF/WHEN the new HO's transfer the system into their name. We will be emailing you to follow up on the status of the transfer as we get more information and to keep you in the loop of what is happening. Thank you for working with us. Sincerely, NorthStar Alarm

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,
** *** ***

Dear MsM***, Thank you for sending the documentsThe account has been cancelled and no further payments are due. Sincerely, ?Melanie J***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,
*** ***

Dear Mr***,NorthStar would like to thank you for your continued businessAfter further review, NorthStar understands that our Retention Manager has been attempting to get in touch with you to resolve your complaint, and has left you a few voicemailsHe is very motivated to help you get you a
satisfactory resolution, please contact him at your earliest convenience.Sincerely,NorthStar Alarm

Dear MsP***, It is an unfortunate situation that
you feel you were taken advantage of by our sales representativeAfter
reviewing the situation in greater detail, it has been confirmed that all
levels of quality assurance had been performed as voluntarily outlined by
NorthStar Alarm
ServicesThese steps are taken in order to prevent situations
of misunderstanding such as the one that you experiencedThere are four areas
of quality assurance that I would like to mention
The first is the signed contract
that you agreed toThis contract clearly states all terms of the agreement,
including contract length, cancellation policy, and possible applicable service
taxThe agreed monthly amount is $***
The second item I would like to
point out is relating to the face of the contractIn the contract terms,
NorthStar Alarm decided there were two areas that the customer needs to
understand above everything elseNext to these topics, we require the customer
to sign their initials, to indicate they have understood that section of the
contractYou initialed next to the monthly monitoring amount, as well as the
term of the contractVery clearly it states: "This agreement will
commence on the date product is delivered to CustomerThe initial term shall
be sixty (60) monthsinitials" Also, bolded in order to stand out, the
contract states: "Customer acknowledges that prior to signing this
agreement customer has read and understood this agreement."
The third item is also relating to
the contractAt the bottom of the contract, NorthStar makes available a three
day right of rescissionThe customer has the ability to not only use the
system and see if it suits their needs, but also to review the contract for a
three day periodIf the customer is not satisfied with the system after three
days, they have the right to cancel their agreement without any obligation
The fourth item I would like to
point out is a document called ‘Form-C’, attachedIn the Form-C, NorthStar
Alarm goes over seven points to insure the customer understands the following;
1.
They are entering into a new alarm monitoring
agreement with NorthStar Alarm Services
2.
NorthStar Alarm Services is not affiliated,
acquiring, or associated with their previous or existing monitoring company
3.
The new agreement with NorthStar Alarm does not
replace, cancel or void any other alarm agreement with any other company
4.
They are solely responsible to cancel any
previous or current alarm agreement with any other alarm company
5.
They accept full responsibility for any
outstanding financial or contractual obligation with their previous alarm
company
6.
NorthStar Alarm and its representative cannot,
will not, and have not called, mailed, faxed or communicated with their
previous or existing alarm company reading their alarm agreement and cannot,
will not, and have not cancelled their current alarm agreement on the customers
behalf
7.
The representative has clearly and
satisfactorily answered all of their questions regarding switching their alarm
service to NorthStar Alarm
Lastly, we also have a quality
assurance process to ensure verbally that the customer understands what they
have agreed toAfter the agreement has been reviewed and signed by both
parties, a call takes place between the local office and the customerThe
local office then verifies all pertinent information relating to the contract
This includes monthly rate, contract term, changing alarm companies and other
thingsAnother call very similar to this one is placed after the installation
of the systemThis call verifies the same things, as well as ensures that the
customer was properly trained on using the systemThese calls are placed by an
hourly compensated NorthStar employee, unaffiliated with the sales
representativeThere are checks put in place that until these calls are made,
the account will not be finalized
Through the examples stated above,
NorthStar has made all attempts available to us to ensure that the customer
fully acknowledges the terms of the contractFor this reason, we are unable to
rescind the agreement that has been made.Sincerely, ?Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, We have been unable to adequately verify the verbal extension, and will accordingly cancel the extension. Warm regards, NorthStar Alarm Services, LLC

Mr***, We understand there was some confusion on our representatives sales presentationAs he was looking at your original contract and assumed you were out of your current agreementBecause of this, NorthStar will honor your request to cancel your agreement and go back with
***I have reached out to *** and informed them that we will be cancelling the account and that they can reinstall your systemPlease accept our sincerest apologies in the confusion. Sincerely, NorthStar Alarm

Dear MrS***, Your account is cancelled and the August payment was refundedIf you do not receive that refund please let me know. Sincerely, ?Melanie J***Customer Care Manager, NorthStar
Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, I have reviewed all the documents attached to your account and am still not showing any type of indication that a notice was received. If you are able to forward some type of confirmation or documentation that a notice was sent I would be happy to further review that information in regards to the cancellation request as well as the past due amount on the accountI am showing that the offer of $that was given to you was part of retention effort to lower your rate as part of a new agreement, you stated that you did not want to accept that offer because you had already contacted another company and were going to be changing over to themIn order to make sure we get the account closed and resolved we would be happy to waive the standard day notice that is required and process your cancellation effective immediatelyThat would prevent the account from incurring further charges and you would only be responsible for the past due amount that is owed on the account. I am currently showing that amount to be $193.96, once again if you are able to provide any sort of documentation or confirmation that a letter was sent I would be happy to review it and process the cancellation from that date if we are able to confirm that it was received and was not processed and that could lower the amount that would be owed. Best regards, NorthStar Alarm LLC,

Mrs***, We are sorry to hear about the confusion regarding your account and when the agreement ends. We are showing that your initial agreement was started in August of and was for months or years. We are showing that in March of you completed an extension on your
account as part of getting an upgraded system but keeping your rate guaranteed at $49.99. We have attached the paperwork that was signed by a *** *** who is listed as the primary contact on the account. We are showing that *** also completed a quality assurance call to verify that the upgrade was completed and that he understood that he was signing a month extension at the rate of $whcih he stated he understoodWe have provided the Revdex.com with a copy of that phone call and asked them to send you a copy as well for your review. Based on the paperwork and the verification call your account was then extended to August of as the new end date. We are not showing any problems with the system and have a verified test signal completed earlier this monthHowever, if you are having any problems with the system we would be happy to assist you with resolving those so that you are once again able to take full advantage of the alarm system its selfWe would be happy to have an onsite technitian visit you home at no cost to you to verify that all of your equipment is in good working order and also replace any batteries that may need to be changed. We are showing that you still have months remaining on the accountIf you are wanting the account cancelled immediatly you would be responsible for the early termination fee which we are showing is currently $1,200. Warm Regards, NorthStar Alarm, LLC

Complaint: ***
I am rejecting this response because: I feel that you misrepresented your service, by telling us that your company bought out Monatronics. What do you want me to do? At the time this happened I was in the hospital as I had broke my hip. We need a Service because of my health problems, BUT there is a problem because I was lied to. Waht is the buyout to resolve this problem>? *** ***

Complaint: ***
I am rejecting this response because:We are beyond the point of accepting any further business relationship with this companyThey have proven to us that they are not willing to own responability for their poor and unprofessional business practicesWe are 100% disatisfied with this company and prefer to opt out with any further business relationship with themWe have never felt save and/or protected by this company at all, in spite of their promisesThey have done nothing but ignore us and we are doneAt this point, we feel that they are simply just trying to back peddle, but its too lateTheir clients should come first, but clearly we have notThey just took our money and we received nothing in returnThanks, but no thanksWe will passWe are completely dissatisfied with their lack of serviceWe just want out.Sincerely,
*** ***

Dear MrW***, I am sorry for the issues you have been havingFrom what I can see your system is now working as it should, if that is not the case please let me knowI have removed the service fee, so you do not have to pay for the technician that recently came outI have also credited
you a month of monitoring so you will not have to pay for August. Sincerely, Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, I understand your frustration regarding the renewal period, however it was something that you agreed to when you signed the original agreement with Vision I was able to review some more information regarding your account and the length of renewal that you are in, I will go ahead and approve for that renewal length to be lowered from the current months down to months If at the end of those months you are still wanting to cancel you will need to contact NorthStar at ###-###-#### at least days prior to the end of that renewal for the cancellation to be processed at the end of the new renewal period. If you have any other 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 |

Mrs***, Thank you for bring this matter to our attentionI was able to locate your account and review it in regards what you mentionedI am showing that we did not ever get a letter regarding the account back in august I am showing the first correspondence that we got in
regards to the account was in Feb of this year, stating that you want to cancel the account for the time being due to your husbands passing Looking at that email that you sent in I am not showing that we received a copy of the death certificate which is what is needed in order to cancel the account before the end of the agreement due to the account holding passing awayIf you are able to send that in to us we would be able to cancel out the account once we receive that information. Best regards,

Dear Ms. ***,NorthStar has reviewed your complaint, and I have confirmation that your account has been cancelledWe apologize for the delay.Sincerely,NorthStar Alarm

***, I am sorry to hear about the problems you have experienced to this point with Northstar Alarm After reviewing your account I am showing that a check was mailed out to you on 10/5/ The check number is #*** and the amount is for $***. If you have any other
questions or concerns please let me know and I would be happy to further assist. Best regards, Melanie