NorthStar Alarm Services, LLC

Mr***,NorthStar hates to see you go, but we will honor your request to cancel your servicePlease allow 7-business days for this to reflect on your account.Sincerely,NorthStar

Mr***, We are sincerely sorry to hear about your system troublesUpon hearing about these troubles we quickly notified our area manager in the Houston area and relayed the problemHe has explained to me that they sent another tech out to service the panelI was told they replaced the
panel, power supply and ran a new wireWould you please confirm the panel (system) is now working properly? Thank you for your patience. Sincerely, MattNorthStar Alarm

Dear MsJ***,
I have attached a copy of your agreementOn the front
you will see in section it stats "This Agreement will commence on the
date product is delivered to CustomerTHE INITIAL TERM SHALL BE SIXTY (60)
MONTHS." Section on the back of the agreement goes over
your
move options "Customer MoveIf Customer moves from the Premises, Company
may, at its sole discretion, move existing Equipment or re-install basic system
Equipment at a new residence if the new residence is within Company’s existing
service areaA $fee, excluding additional materials, or replacement parts,
shall be payable by Customer to Company to move and re-connect the
System."
With that being said, you can move the system to your new
location, the new homeowner in your current home can take over the agreement,
which will release you from your agreement or you can pay off the agreement in
full.Please let me know what option will work best for you
Sincerely, Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***,NorthStar will gladly remove your equipment we have tried multiple times to contact you to schedule a system pull and have not been able to leave a messagePlease contact us at to schedule a system pull.Sincerely,NorthStar Alarm

Ms***,After reviewing your account, we noticed we have refunded $on 10/and will be refunding you the $for the alarm feeSo the two together is a total of $We apologize for our service technician as this does not reflect our business in the light that we hoped.Thank
you for your patience and continued business. Sincerely,NorthStar Alarm

Dear Mr***, We are very sorry for the inconvenience you have experiencedUnfortunately, during our account creation process it appears your credit score was incorrectly inputted into our system, which automatically caused the system to charge you an activation feeThis fee was charged in
errorThe mistake has been corrected and the activation fee has been refundedIn addition, we have credited back your first month of service, so that you will receive a month of service for free for the hassleWe apologize for the error, but we are confident you will enjoy your new NorthStar system moving forward. Warm regards, NorthStar Alarm Services, LLC

Mr***, I understand that you feel there was misrepresentation in regards to you signing an agreement with NorthStar I was able to go through your account and am showing that you complete a welcome call prior to the system being installed in your home The point of the welcome call was to verify that the account was being set up correctly and that you understood how the account was being set up During the welcome call the representative verifies that he is speaking with you also where you liveAbout halfway through the call the representative verifies that you previously had an alarm system with Monitronics and that you understand that NorthStar is a different company and that we are not acquiring, merging, or associated with MonitronicsAlso that you understand that Monitronics is not going out of business and you are responsible for canceling the existing alarm agreement so that you are not paying two billsBased on your response to those questions that you did understand that information NorthStar then installed the alarm system in your homeFurther more I am showing that NorthStar sent you a check in the amount of $*** in order to assist you with paying off the remainder of your account with MonitronicsI am showing that the system was re-installed and was working as of February and that you have had no major problems with the system since that date Based on the information regarding the welcome call as well as the check we sent you to pay off and cancel your previous service we are electing to deny your request for cancellation at this time. I have gone ahead and attached the welcome call that you completed so that you can review it for the information that I mentioned previously 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

Mr***, We would like to thank you for your patronage, we will be cancelling your account in the next 5-business days. Sincerely, NorthStar Alarm

Mrs***, I was able to further review your agreement in regards to what you stated the sales representative told youI spoke with him and he stated that would be incorrect and that the amount per month was designated on the agreement that was signed I also looked over both the agreement and phone call with our legal council and they stated the monthly amount is correct at $plus tax each monthHowever, because of the confusion regarding the amount you would be charged and the frequency of the billing I have gone ahead and approved to lower your monthly rate to $** a month plus any applicable taxes We see this as a fair compromise between what you agreed to and the amount that you stated you were previously paying ADT each month or quarter Previously you stated that you were paying ADT $every months which breaks down to $each month The NorthStar agreement was for $plus any taxes each month or $every three months By lowering your rate to $** plus tax each month that would mean you would pay $*** plus any taxes every months. If that is something that is agreeable to you please let me know and I can go ahead and make that changeIf 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

Mr***, We would like to get this straightened out with youWe will be calling you on the phone today to discuss all of your concerns and possible remedies. Sincerely, NorthStar Alarm

Mr***, I am sorry to hear about the confusion you experienced in regards to the cancellation request you made for your account with NorthStarI was able to review all of the information your supplied as well as the notes on the account I am showing that you did call in back in
January regarding the cancellation of your account at that timeBecause of that I am happy to comply with the requested cancellation of your account as you requested back in January I have set your account to cancel at the end of the original term so it will be on 4/30/ If you have any questions or concerns regarding your account please feel free to let me know and I would be happy to further address them. Best regards, -- Aaron

Dear Ms***, We apologize for the delay in having someone contact you to resolve your concernsWe have directed the sales agent and manager to contact you to ensure your account is set up correctly and any promises made to you are fulfilled Warm regards, NorthStar Alarm
Services, LLC

Mr***, We are sorry to hear that there is some confusion regarding your service with NorthStarWe were able to review all of the account details in regards to the length of your agreement and the date it would currently endWe were not able to find any call in the previous months
that you referenced someone informing you of the end dateWe were able to trace your phone numbers and are showing that someone spoke with one of our customer care representatives on Saturday and before that the last time we spoke with you was in April 2016. We are showing that your original agreement with NorthStar was set up in and that the initial term length was for months which would have ended in Sept of However, we have a month extension that was completed in your home during April of confirming that your rate would remain guaranteed for an additional months and that it would not increase at any time during that term. We have attached both the original agreement as well as the extension that was signed. Because of that extension on the agreement the end of your current term with NorthStar would be September of 2022. We are not showing that your system currently has any problems or that you have previously discussed your desire to cancel the agreementIf there is any concerns or problems that you are having we would be more then willing to make sure they are addressed and that your system is working fullyYou can contact our customer care or technical support department via phone and they will be able to answer any questions that you do have regarding the system. Warm regards, NorthStar Alarm LLC,

***, We are sorry to hear that there has been some confusion surrounding your accountI was able to review your account information in regards to what you mentioned and was able to review both the phone calls and the notes on the account I am showing that on 2/21/you completed a
verbal extension on the account to guarantee that your rate would not increase I am showing that on 3/1/you spoke with an account manager requesting the cancellation of your accountHe went over the end of term in regards to the original agreement because the account had not yet been updated with the verbal extension that you have completed Once the account was updated with the verbal extension that you completed it changed the end date of your account to 9/15/ I am showing that you spoke with another account manager and stated at the time that your mother who is also on the account could not have completed the verbal extension, they were able to locate the call and review it and upon listening to the call explained that it was yourself and not your mother who did the verbal extensionThe account manager sent you a copy of the verbal agreement, and I have also attached one here as well for you to review We would be happy to resolve any problems that you are having, and your account still does qualify for additional upgrades or discounts which I would be happy to have an account manager reach out to you to go over those options with you Best regards,

Dear Ms***, I am sorry to hear of the misunderstanding that took placeWe will cancel your account immediately and no further payments will be dueWe will also leave you with the equipment to use as you wish. Sincerely, Melanie J***NorthStar Alarm

Mrs***, I am sorry to hear that you have had some confusion in regards to your account with NorthStarI was able to review the concerns that you mentioned, I am showing that you originally started your agreement with NorthStar on June 6th, and it was for the length of
months with would put the end date December, 6th of Your account was auto-renewed in December because we did not receive a notice of cancellation from you prior to the end of your agreement However, because of the problems that you did experience with your system I have gone ahead and cancelled your account with NorthStar Your account balance is $and you are under no further obligation to NorthStar. If you have any further questions or concerns regarding your account I would be happy to address them Best regards, Aaron

Mr***, We are sorry to hear about the confusion regarding your account and want to make sure that we get everything cleared up. We are a little surprised by your request for cancellation as we are showing you have been happy with the service and have not mentioned cancellation prior
Based on the information you provided we can understand the confusion in regards to the request because a few of the details that you provided are incorrectNorthStar is showing that your account was originally set up in May of and was a month term at the timeIn a verbal extension was completed on the account for months which would keep the rate guaranteed at $Also in a system upgrade was offered to you which included a new panel, cellular communication as well as keeping the rate the same for a month termBased on the dates of the agreement the Verbal extension was the most recent agreement made between yourself and NorthStarBased on that information we have gone ahead and approved the cancellation of your account with NorthStar with a $balanceWarm Regards, NorthStar Alarm Service, LLC

Dear MrA***, I would like to get a little more information from youWhy would you like to cancel your agreement? I show our specialist tried to contact you last week but was unable to get a hold of you. Thank you, ?Melanie J***Customer Care Manager, NorthStar
Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mrs***, We have sent a copy of the welcome call to be relayed to you through the Revdex.com. We have reviewed multiple phone calls on your account and are showing that you most recently spoke with one of our managers Kori who explained that since you are still within your initial days that it would be no cost to have someone come out to the home to inspect the systemBut that the complete cancellation of your account at no charge is not something that we would be able to do at this point.In the details on your account we have never been able to confirm what issues you are having with the system, just that it is not working how you would like it tooIf you were able to give us a little more details on any specific issues that you are having with the system we would be able to work towards getting them resolved. As previously stated during the welcome call every customer is given a day right of rescission period during which time they are able to use and test out the systemIf during that time you decide the system is not something you want you are able to cancel the agreement at no charge to you. Your inital call requesting the cancellation of your account was days after the system was installed, which is out side of the day cancellation window. Once again we would be happy to have one of our trained onsite technitians come out to your home to perform a complete inspection and make sure the system is workingIn order to make sure they are able to resolve any concerns we would need more details from you in regards to what is not actually working with the system so that they can bring any neccesary equipment with them during the visitIf you are wanting the account cancelled you would be respondible for the early termination fee on the account which we are showing is currently $2,000. Warm Regards, NorthStar Alarm LLC,

Complaint: ***
I am rejecting this response because: I want to keep this case open till the documents I send to the company are accepted for the cancellation of service
Sincerely,
Aaron W***