NorthStar Alarm Services, LLC

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
The sales rep also stated that he would refund me the money we did pay to NorthStar.Thank you
Sincerely,
*** And *** ***

Complaint: ***
I am rejecting this response because: It still does not make it ok for a business to LIE, have their sales rep tell you it is ok knowing full well I was not the homeownerIt does not matter if I still reside in Saint Paul the contract was drawn under pretensesYour company is a horrible representation of American business, I do not want a contractor in my home to install security equipment that does not work to begin withThe last time they installed in my rental they were there in the evening, talk about sales tactics, a strange man in my home that's safety!
Sincerely,
*** ***

***, After further review of your account we will cancel your agreement with NorthStar effective 1/12/ You are under no further obligation to NorthStar and the equipment is yours If you have any other questions or concerns please feel free to let me know and I would be happy to further assist. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Dear MrW***. I am sorry to hear you wish to cancelI show you signed up on May 8, and on your agreement it states "You may cancel this transaction, without any penalty or obligation, within three business days from the above date." If you wish to cancel after the three day right of
rescission you do have to pay off the remaining term on the agreementIf the system isn't working in some way we would be happy to help you fix itPlease let me know. Sincerely, ?Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Dear Mr***,Thank you for being a valuable customerI have reviewed your account and from the notes its stated you have agreed to send in a Notice of Cancellation and that NorthStar will cancel the account within days of that noticeWe sincerely thank you for your continued years of
business and wish you the best.Sincerely,NorthStar Alarm

Dear Ms***,NorthStar has reviewed your complaint and would like to apologizeNorthStar instructs all of their employees to inform their prospective customers of the credit inquiry prior to it be executedWhy did not happen, we do not know, but we apologize that you feel it did not happen
NorthStar is in the process of having the credit inquiry removed from you and your husband's credit record. Sincerely,NorthStar Alarm

Ms***,After confirming with our accounting department NorthStar has sent out your check as of last weekThe check number is 37701, for $as promisedSorry for the delay.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: After calls to NorthStar Alarm, I was finally contacted today, 9-1-at hours by Bret T*** from NorthStar Alarm in Utah. After attentively listening to my experience, Bret agreed his company had failed me and my family and he was sorry on behalf of NorthStar Alarm company to lose a valuable company due to their inability to take appropriate action from the beginning. He advised me on behalf of NorthStar Alarms he agreed the best resolution is to cancel my contract with no penalty and a sincere apology. He is emailing a prepaid return label to me so the equipment can be returned. Bret was very professional and more importantly, EMPOWERED to make the appropriate decision on behalf of a customer with a legitimate issue. I am now satisfied with this resolution but believe Northstar should first, fix the issues with solutions which actually work, and second, empower their personnel to handle these types of complaints from the beginning without the frustration of numerous phone calls and wait times. Thank you Revdex.com and thank you Bret T***
Sincerely,
*** ***

Mrs***, We have reviewed the account a second time as well as confirmed with the original sales representative in regards to how the account was set upThe day Right of Rescission is a federal law that applies to accounts, we do not have the ability to shorten or lengthen that time frame in which customers can cancel the accountsAll customers are set up with the same initial cancellation options for business hours starting the day after the account is set upWe are still showing that we were contacted well after that time frame regarding cancellationIf there is something in regards to the system or equipment that is causing you to want to cancel we are more than willing to have someone come out to the home resolve any concerns or problems that you may be experiencing. We are not currently showing that you have ever mentioned anything specific reason for wanting to cancel the system. Warm Regards, NorthStar Alarm LLC,

***, I was able to review your mothers account again in regards to your requestI am showing that you worked out an agreement with our customer care department in regards to getting your mothers account re-activated and paying the past due balanceI am showing that you spoke with Sabrina in our customer care department and she sent you the following email confirmation of the details per your conversation:Hi ***, As per our conversation today, I'm writing you to clarify what we discussed to reinstate your mothers account. 1.) The amount that is due for reinstatement is $You can send a check in that amount to our corporate office at: East University Parkway, STE 500Orem, Utah 84097.2.) I will send a paper billing request form, so your mother can be on paper billing going forwardWe are also waiving the $monthly paper billing fee for the remainder of the agreement.3.) We are going to schedule a technician to come to your mothers home to train her on the system so she is able to use it without any hesitation, free of chargeI will make sure the ticket is set up so the technician calls you first. Please remember that we can only reinstate the account after we receive paymentAlso, once we receive that payment, it could take up to two weeks for the account to be reinstated with us at NorthStarIf you have any further questions, please do not hesitate to give me a call through the customer care line at ext1028.Thank you!Warm regards, If you have any further questions in regards to what you worked out with Sabrina please feel free to let me know otherwise we will look forward to receiving that check in the mail and working with you and your mother to get the account re-instated and training your mother on the use of her system. Thanks, -- Aaron

Mr***,NorthStar would like to apologized for your service not working as expectedFrom our records we have scheduled a service call for 9/23/@ pmWe are sending one of our very best technicians, so we feel confident that he will be able to resolve the issuesShould you have any further
questions please don't hesitate to let us know844.822.7827 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 as long as The amount I owe them is I want to make sure that NorthStar will not be contacting me for any fee's and will not be putting this on my credit report in the futureAs long as this is agreed upon I will be 100% satisfied
Sincerely,
*** ***

Dear Mr***,NorthStar has reviewed your accountAfter review of the situation we have approved the installation of the new Lyric panel which will improve the performance of your entire security system as well as your cameraWe will also waive the $move fee as a way to say sorry for your
troublesWe hope this is a satisfactory resolutionI understand our technician is going to be contacting you to get this scheduled.Sincerely, NorthStar Alarm

Mrs***, We would be happy to have a supervisor contact you in order to resolve any other concerns that you have with your account. Warm Regards, NorthStar Alarm LLC,

Mr***, We are sorry to hear that you wish to cancel your service with NorthStar after having it installedWe are showing that your system was originally installed on the 3rd of February and that per your agreement you received the standard day right of recission period giving you the
ability to cancel the account within business days after the installationWe are showing that period ended on Wednesday February 7th, and per the phone calls that you sent in your calls took place with the sales representative on the 9th of February. We understand that after the NorthStar system was installed in your home that a different company came by alleging flaws in the NorthStar system, stating that someone would be able to enter the home with the system being armedWe would be happy to review the consultation from that second company regarding what they offered you. We would also be happy to review the system that was installed in your home in regards to any areas of the home that you feel are not adequalty covered. Warm Regards, NorthStar Alarm LLC,

Mr***, I am sorry to hear about the problems you have experienced in regards to your service with NorthStar I was able to review your account in regards to information that you provided I am showing that you did speak with a representative in regards to lowering your
monthly rate and that he was quoting you $*** a month with a new month extension, however you did not like the month renewal with that agreement I would be more than happy to make the same offer with an eighteen month renewal instead of the previous month offerIf that is something that you would be interested in doing please let me know and I would be happy to have the new agreement emailed out to you to sign and we can get that lowered rate placed on your account. If you have any further questions or concerns please feel free to let me know and I would be happy to further review your account. Best regards, Aaron

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,
*** ***

Mr***,NorthStar would like to thank you for your businessWe will cancel your account effective 1/31/base on your original agreementShould you have any further questions please feel free to contact us.Sincerely NorthStar Alarm

Ms***, We are sorry to hear you are leaving NorthStarI will review the situation and respond with a proposed resolution Would you please tell me whether a representative of *** instructed you to file this Revdex.com complaint, and if so, please identify the
individual? Also, please provide a copy of your contract with *** so that we can confirm the change in monitoring services. Warm regards, NorthStar Alarm Services, LLC

Ms***, We are sorry to hear that you have been dissatisfied with your service with NorthStarWe were able to review your account in regards to the current account statusWe are showing that you called in because you were moving from your home and were exploring options for the alarm
systemAs part of those options it was explained to you that that you could have your system moved for free, as well as receive an upgraded panel in your new homeYou would also have the VIP service plan added to your account which covers all batteries for as long as you have the service, as well as waiving the standard trip fee if you needed someone to come out to the home to inspect the system. We understand that the person removing your system arrived to the home later than the scheduled window to complete that process which you spoke with one of our account managers regardingThey explained to you that they would not be able to cancel the account but that because of the delayed arrival they offered to credit one month of service. I would be happy to have a different account manager speak with you in regards to the move of your system to the new home and potentially any additional options that would be available to youBecause your account is still active and you are currently under an agreement we would not be able to cancel the service, but would be happy to explore further options in regards to your move & potential upgrades to your system