NorthStar Alarm Services, LLC

Mrs***, We are sorry to hear your desire to cancel your service with NorthStar after moving to a new homeWe were able to review your account in regards to the information that you provided regarding the extension that was completed on your accountWe are showing that the extension was
completed with one of our onsite account managers who attempts to visit customers in the home to make sure the system is working as well as letting the customer know of any potential upgrades or discounts that the customer qualifies forHe was not sent out to the home regarding any problems that you were having at the time, and we are not showing that you had previously mentioned any problems that you were having with the system. While he was in your home going over potential upgrades to the system he was able to work out an upgrade package that included a monitored smoke alarm, as well as a medical alert pendant. As part of the upgrade he waived any charges for the equipment or the installation and was able to add those features for only $more per month keeping your rate guaranteed at $52.99. During the time he was in your home he had you fill out the supplemental alarm agreement which qualified you for the upgrade, as well as a secondary form "Form B" which lists the equipment as well as what you were charged for it.I have attached a copy of the paperwork that was completed in the home, and I am showing that the equipment was installed in your home and the field service technician that installed the new equipment also performed a complete system inspection to check the status of the rest of the system in your homeSince that time you made our customer care department aware that you were relocating to Idaho for work, and they presented you with a few different options regarding cancellation or moving the system to your new homeWe are not showing that you were ever quoted $2000, the standard move fee is $and that is for a new panel as well as matching up to points of additional equipment in your new homeBecause of the equipment that you had in the old home we would be able to get you the same system that you had in the previous home at the new location with all new equipment. I am showing at a later time a customer care supervisor was even able to waive the $move fee for you as well so you were getting a new matching system installed in your new home at no charge to you. We would be happy to arrange a time to have the new system installed in the home and match the equipment that you had at your old home, and even include a new upgraded model panel that you previously did not have in your home. We would be happy to have someone from our technical support to reach out to you to get that set up for youIn regards to the past due amount if you were willing to cover half of the outstanding balance we would be willing to credit off the other half so that you will not only have an entirely new system in your home but also a $balance as well. Warm regards, NorthStar Alarm LLC,

Dear Ms***,We apologize for the slow response from our customer care department, we will work with our people to improve our customer serviceWe will gladly cancel your service and refund you the month of OctoberWe appreciate your business, and wish you the bestPlease allow 7-business
days for the cancellation and refund to reflect on your account.Sincerely,NorthStar

Complaint: ***
I am rejecting this response because: Per the phone conversation with Kayla at North Star, I switched to a month to month agreement already and have since submitted my cancellation but have nothing in writing to indicate this has occurred despite my requests for it I would like to present further evidence of an issue with their contracts When I initially filed complaint, they had sent me a copy of "my contract." After disputing wording and such for sometime along with the details contained on the reverse side of the contract, their employee Melisa (one S) R*** sent me a copy of the reverse side of "my contract." After reading closely and finding that the numbered items started with on the reverse side but stopped with on the front, I asked how this was possible I was assured it was my contract and that the missing portion was only in regards to customer identification protection and such items not related to billing I called back later and spoke with Ian H*** and was told that he could not locate a copy of the reverse of my contract and asked me to submit to him what Melisa R*** had sent me He began reading the subsection regarding default/termination of contracts when I stopped him midsentence and informed him the copy that Melisa had sent me did not have the sentence he was reading so I must have a different contract I was put on hold for minutes and when returned he told me that the wording was merely semantics I argued that contracts are based on semantics Wording is exceptionally important MrH*** then informed me that the specialists that handle queries such as mine left for the day and I should expect a phone call the following day which would have been Friday. On Monday I called because they never called me back and asked again about them finding my contract At this point they quit arguing about early termination fees or having to pay off the contract and just kept repeating "you signed a contract for months, you pay for months." So I took a few hours and dug out my file folder and located the paper copy of my contract I then found that the scanned document they sent me had been altered from to reflect a higher rate of pay (dollars more.) My signed paper copy had been for a month and the one they sent me showed My records indicate I had been over paying for years (approximately $420) and I now had two instances of them providing fraudlent copies of my contract The first was the obviously bogus reverse side, the second was an altered document AFTER it had been signed When I presented them a copy of the paper contract I still have in my possession They immediately dropped all outstanding contractual obligations and offered to lower my payment to $a month if I would stay with them on a month to month basis. They have lied and cheated and have had terrible customer service along the way. Another point of debate, the initial reported amount due to "break my contract" which by the way was my initial compliant My wife said she was never explained fully the perpetual nature of the contract, auto-renewing every months after the initial years and the contract does not specify terms for terminating said contract but back to the additional point, they showed me a figure of roughly $as my obligation to break the contract and when asked how they came up with that number Melisa and Ian both balked and couldn't give me a solid breakdown When pressed Melisa finally asked me who gave me that figure and the email is not signed, and came from an address [email protected] She said that my invoice couldn't have come from that email address it would be from their billing department I told her she was wrong and I have the email to prove it She then came up with a number based on the $for months and sent me another bill. At the end of the day, they say they are letting me out of the contract with a one month notice which I (my wife) have submitted, but they have yet to give me anything in writing to indicate so After reading on the Revdex.com complaints I see at least one other customer who was supposedly in the free and clear and they ended up turning him in to collections for defaulting I am very concerned they may try something like this after the fact. I have copies of all emails, supposed contracts, actual contract between my wife and North Star Alarms I have also notified the Indiana Attorney General about the altered contract document and the obviously / different contract page reverse. I want out of contract, end of service, with documentation showing I owe nothing, and Northstar to be held accountable I have all pages of documents and attachments scanned as one .pdf I'd be glad to share with the Revdex.com but did not attach here as they show personal information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have also received an email from the Cancellation Department at NorthStar in response to separate correspondence sent by me to them prior to filing the above-referenced complaint.In that email, NorthStar has offered to cancel my service without penalty or obligation after the expiration of my contract in June This outcome, if it does happen as promised in June 2016, will satisfy my claims, and bring successful resolution to my complaint
Sincerely,
*** ***

Re: Alisha R*** ***NorthStar Alarm Services has contacted Ms Alisha R*** and both parties have agreed to cancel her account for a 50% pay off at $***.Best Regards
",sans-serif>Melanie
J***
Customer
Care Manager, NorthStar Home
p:*** | f:***
e:***@northstaralarm.com | w:www.northstarhome.com |

Dear Mr***, I am sorry your system was not workingWe did receive your monthly test signal on September 27, showing the system is still communicatingIf it is not working we would be happy to send a technician for no charge as well as credit you the time the system was not workingI
have credited off your most recent service charge and applied a month credit to your accountYour next payment will not be due until January 1, 2016.Sincerely, Melanie J***NorthStar Alarm

Ms***, We are sorry to hear about the confusion regarding the cancellation of your accountWe were able to review the details and can see that the account is closed and that a refund was submitted and you mentioned you have received thatThe account has been closed with no balance and your
agreement with NorthStar has been cancelled per your move. Warm Regards,

Mrs***, I am sorry to hear that there has been some confusion in regards to the length of the agreement that you signed with NorthStar Alarm in regards to your cancellation requestI was able to review the details that you provided as well as look over the original agreement that you
signed on file I am showing that the agreement length was for months and that information was also verified during a telephone survey call prior to the system being installed in your homeHowever, in order to resolve this NorthStar has elected to agree to cancel your account per your requestThe effective cancellation date will be 5/and you will be under no further obligation to 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

Dr***, I am sorry to hear about the experience you have had so far with NorthStar in regards to the service you have been provided I am showing that we did get the system moved to your new home and that it is functioning We are aware there was a problem with the tornado alerts
with some customer panels and we are able to resolve the issue with a panel reboot which can take place over the phone with one of our technical support agents They can be reached at ###-###-#### Also because of the problems you have had I will be placing a one month credit on your account If you have any other questions or concerns please feel free to let me know and I would be happy to further assist you. Thanks, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:***@northstaralarm.com | w:www.northstarhome.com |

Dear Ms***,NorthStar would like to thank you for your businessWe have reviewed your account and are sorry that you are unhappy with your service You started your service with Vision on 2/7/2014, and NorthStar acquired your contract on or about 1/1/2015, and because you signed a
month agreement your contact will end on 2/6/To answer your question about the amount of the buyout, NorthStar's low upfront home security offerings are designed so that our business investment in your system is paid off near the end of your term agreementMany of our competitors charge for the equipment and installation expenses which result in large upfront cost to the consumerAs a result their customers are not required to sign long service agreements and can afford to charge a lower monthly service rate.We would like to get a technician out to your home to fix up your current technical issues, free of chargeNorthStar has technicians in all markets that we have active customersNorthStar would like to offer you a credit for months of service for your troubles. If you are interested in an upgraded system we would gladly try and get you a system with upgraded features.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: I want to confirm that all I need to do is to send a copy of what we already sent Also, to make it clear, how does the business want me to send the copy and to whom and what address to use to ensure they receive document?
Sincerely,
Reverend Aaron *W***

Dear MsM***, I am sorry to hear you are having heath issuesI see a note on your account that your daughter called in and said she will be sending a letter from your doctor with this informationOnce that is received we will review it and contact you with a
resolution. Sincerely, Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, We are reviewing your situation and will get back to you shortly. Warm regards, NorthStar Alarm Services, LLC

Dear Ms***,NorthStar is sorry to hear that there seems to have been some confusion regarding the agreement you signed with NorthStarWe were able to review the details of your account, and will offer a brief summaryOn 8/14/an agreement was signed for alarm monitoring services in which
you agreed to keep the service for months at a rate of $We are sad that you are not satisfied with the service and will offer a 50% buyout of your current agreement with will end on 8/14/The 50% buy out will be $to cancel your agreement earlyAdditionally, let me explain why we require a month agreement for monitoring servicesNorthStar offers low upfront cost alarm monitoring, in which we invest a large amount of money upfront on equipment and installation expensesThis upfront cost is recouped over the time period of a monthsNorthStar hates to lose a valuable customer, and would like to thank you for your business.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: A single months credit does not restore my faith in your company or the service that you provide It's a complete shame that your organization uses service contracts as leverage to retain unhappy customersI will NEVER recommend your company to any of my peers nor will I renew my contract with your company once the contract expires
Sincerely,
*** ***

Mrs***, I am showing that the check was sent to you Thursday of last week and that if you do not already have it then you should get it in the next few days I apologize that the technician did not show up I am showing that he cancelled the appointment because he had not received the proper equipment yetHowever, he should have called to notify you and arrange a new time to come out to your home. If you have any other questions or concerns please let me know. 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.
Thank you very much for the assistance in this
Sincerely,
*** ***

Your cancellation date is effective May 20th 2017. 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
Thank you for handling this issue in a timely matter. A check will be made for the amount agreed and sent to the billing department referencing this claim. Thanks again
Sincerely,
*** ***

Mr***, We are sorry to hear about the confusion regarding your cancellation request for your account with NorthStarWe are showing that we received a written notice of your intent to cancel on the 1st of November this year at which time your account was set to cancel at the end of the
then current term in However, because of your previous request to cancel we would be happy to process the cancellation of your account effective the date we received the noticeAt this time your account with NorthStar has been cancelled out and your account balance is $0. Warm Regards, NorthStar Alarm LLC,