NorthStar Alarm Services, LLC

Dear Ms***, We apologize for the issues you had with the cameraThe contract you signed explains that your agreement would automatically renew for months if you did not submit a Notice of Cancellation prior to the renewal date, in writingThat said, we are cancelling your account
todaySomeone will be reaching out to you to make arrangements for final payment. We have appreciated your business. Warm regards, NorthStar Alarm Services, LLC

Dear Mr***,NorthStar has cancelled your auto renewalThank you for your business.Sincerely,NorthStar Alarm

Mrs***, I am sorry to hear that you have experienced some problems with your service from NorthStar I was able to review your account with the details you provided as well as review the notes on the accountI am showing that you have been a valued customer since and that up
until today you have never mentioned any problems that you were experiencing with your account or systemI am showing that when you called in today you spoke with a Supervisor in our customer care department about in regards to your moveThey offered to place your account on hold for the next six months while you live with your mother while you are waiting to get in your new home. I am showing that after that month hold is up if you need to extend that at all for any reason he offered to again review your account and extend that hold if needed If you have any further questions please feel free to let me know and I would be happy to further assist youI have attached a screen shot of the notes on the account stating that your account will be places on a month hold for your reference if you have any questions. Best regards, -- Aaron

We are sorry for the confusion Ms***, but the contract term is not an optional part of the contractYour signature at the bottom confirms you have read and understand the terms you are agreeing toYour signature on the contract creates a legally binding agreement. Warm regards, NorthStar Alarm Services, LLC

Mr***, NorthStar sincerely apologizes for the charge on your accountWe did receive your final payment of $As of today we will be refunding you the July payment and cancelling the account with a $balancePlease give us 7-business days for that credit to be issued to your
accountPlease contact our customer care department and ask for Veronica as she will be processing the refund, should you have any concerns. Sincerely, NorthStar Alarm

I still rejected the responseTo my understanding the system worked with all phone companiesThey didn't say it wasn't compatible with a specific companyMy contract includes the use of the cameraI require the cameraThe company still hasn't sent a technician out to very what the problem really is or offered to replace the camera that the customer service rep said was out of dateThe company hasn't done everything they could possibly do to correct the problemAlso the only reason why they are trying to give me a refund per month is because I put a complaint in with the Revdex.comThey weren't willing to do anything with very poor customer serviceI am not satisfied with the companies response and to blame me for switching phone companies is a problem as wellI am within my rights to switch phone companiesThe alarm system company should have said they weren't compatible with that phone companyI know I wasn't the only one who has this phone company and the others got treated the same way and just didn't complain.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Ms***,NorthStar has recently been in contact with you in to handle your system issuesIn regards to the missed appointment, we would like to apologize as text message to the technician did not go through to his phoneHowever, according to the technician who visited your house today we
were able to solve the problems associated with your serviceWe would like to thank you for your continued business and if you need anything please feel free to contact our service department at 844.822.7827.Sincerely,NorthStar Alarm

Mr***, Your name has been removed from the account per the request of ***That has now been finalized. Best regards, NorthStar Alarm LLC,

Mr***, In order to prevent the auto-renewal of your contract for an month term, you must provide a written notice of cancellation at least days prior to the cancellation dateYour account was set to auto-renew in December of 2016, but we did not receive your notice of
cancellation until February of 2017. As an accommodation, if you will bring your account current, we will accelerate the cancellation date of the account to September 30, 2017. Warm regards, NorthStar Alarm Services, LLC

Mr***,You will not be charged any longerIf you are we will gladly refund you.Sincerely,NorthStar Alarm

Ms***, NorthStar Alarm Services is sorry to hear about your recent health issuesIn this scenario, we will honor your request to cancel and will settle your account for half of the balance owedWhich would be $Please let us know if this is an acceptable
solution.Sincerely,NorthStar Alarm Services

Complaint: ***I am rejecting this response because:Sincerely,*** ***
Aaron thank you for cancelling this contract. However, as I was told by several of your customer service representatives, I would be entitled to my money back, from Northstar, since I have been double billed by Northstar and Monitronics, both for $49.99. Also, can I receive this information in writing and/or invoice, as a resolution to this matter, so that I can present this to my bank, to prevent any further automatic deductions from this company? I have been billed $49.99, since August and as recent as October 21, 2015. This is also due to no service ever being rendered for the payment: no police permit - unable to dispatch police to the alarms that did go off - the payment was supposed to have stopped from Monitrics, according to Seth and customer service, since August, 2015. Again, I do thank you but I would like my money back, as promised

Dear Ms***, We are sorry that you are unhappy about us selling your account to ***We are going to do everything in our power to remedy the situationPlease allow us a few days to work with *** to see if we can get it back under our monitoring service, as they own the
account at this point in time. Sincerely NorthStar Alarm

Complaint: ***
I am rejecting this response because: we did not sign a contract with NorthStarThe cancellation policy is unethical and predatoryI have requested that the account be cancelled immediately and was told the current balance was 264.95.
Sincerely,
*** ***

Mr***,First, thank you for your business, NorthStar is sorry that we did not get back in touch with you as promisedNorthStar has recently reached out to you via telephone to discuss the decreased monthly payment optionWe have proposed a lower monthly monitoring rate of $with an
extension to your agreement of monthsWe have also attached a copy of your contract that explains the automatic renewal of months, see section We are more than happy to work with you on this, again thank you for your business.Sincerely,NorthStar

Ms***, We are sorry to hear about the confusion regarding your agreement and your recent move. We are showing that the new home is also located in Saint Paul, MN. Your agreement with NorthStar began in July of and was for a month term lengthAny time a new customer
signs up with NorthStar they are required to complete a telephonic survery to verify that the account information is correct. During that survery you stated that you were the home owner at *** * *** and that you also understood the agreement was for monthsAlso that your cancellation rights were explained to you before signing the agreementBased on that information you provided the system was installed at the homeWe have sent a copy of that recorded phone call to the Revdex.com to have sent to you as well for your review. In November of you spoke with one of our agents asking for someone to come uninstall the system at your home because you would be movingWhen they asked about the new home you stated that you would not be putting the system back up in the new homeThe last payment on the account was in October of A copy of this call has also been sent to the Revdex.com to have sent to you. We next spoke with you in January of were it was explained that even though the system was removed from the previous home that did not cancel the agreement that was madeThe agent at that time reviewed section of your customer agreement which covers the move of a system, as well as offered to have someone come out to the home to re-install the system at your new homeAlternativly they explained that if you were just wanting the service cancelled that you would be responsible for paying off the remainder of the agreement including the past due balance at that timeA copy of this call has also been sent to the Revdex.com to have sent to you. Since that time the account has continued go further past due, and we are showing the system was never installed at the new home, but that you did take the equipment with you from the previous home. In order to resolve this we would be happy to have one of our technitians come out to the new home and re-install the system at no charge to you, as well as credit off the past due balance on the account once the system has been installedIf you are wanting the account cancelled immediatly you would be responsible for the early termination fee which we are showing is currently $2,700. Warm Regards, NorthStar Alarm LLC,

***, I was able to review your account again today and I can see that you were contacted by one of our field service technicians and at your request the time to come and resolve the problem have been rescheduled I am showing that they are going to work with you on getting a time to come to your home and do the needed repairsIf you have any further questions please let me know. Thanks, -- Aaron

Ms***,After further research we have located the call where you verbally extended the agreementIt is attached for your listening convenienceAdditionally, we have spoken with the vivint and they are willing to release you from your new contract with themI'd be happy to look at possible discounts or upgrades to your existing NorthStar system in order to get you an updated system. Thank you for being a valued NorthStar customer.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: The money has not posted to my account
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The second phone number was on fileIt is in the contractI couldn't have informed Northstar, I was not aware you were assigned the contractThe attorney says email is not a viable resolution of a contract dispute, we should have been notified via mailAnd again, this agreement clause is not viable as we were not given equal rights in the clause. You reply did not address any of thisHave your attorney set up a court date and we will be thereI want to be notified via mailNOT email or phone.
Sincerely,
*** ***