NorthStar Alarm Services, LLC

Dear Ms. [redacted],NorthStar understands your concerns, we understand your frustration. To try and remedy the situation, we would be glad to offer you a credit for 3 months of free service, and refund your mother 3 moths of service. Unfortunately, there is nothing we can do with the account that is now being monitored by [redacted]. We apologize for the inconvenience.Sincerely,NorthStar Alarm

Mr. [redacted], We are sorry to hear about your desire to cancel your service with NorthStar.  We were able to review your account regarding your written request as well as the conversation that you had with one of our cancellation specialists. They explained to you at that time that your...

current monitoring agreement with NorthStar does not end until November of 2019. You originally became a NorthStar customer in May of 2016 at which time you signed an agreement for 42 months in length to gaurantee that your rate would not increase during that time. If you are wanting to cancel your account during that inital agreement period you would be responsible to pay the early termination fee in order to cancel out the account.  I would be happy to have someone contact you in order to go over that amount, or to review your account in regards to the reason you are wanting to cancel. I am not currently showing that you have previously mentioned any concerns or problems with your system. Warm Regards, NorthStar Alarm LLC

Complaint: [redacted]
I am rejecting this response because:
I first official attempt at canceling my account was on December 15th 2017. You're cancelling my account almost two months later. The only reason why I did reject this notice is is due to the final cancellation date. I have informed my bank that Services were cancelled December 15th 2017. I do have a dispute of transactions that I did process earlier earlier today.  I would just like the record to be shown that I did attempt to have my service's cancelled December 15th and not February 5th.
Sincerely,
[redacted]

Ms. [redacted], You reference a copy of your contract that you believe is different than the contract we have on file. Please attached that document for our review. Warm regards, NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because:This company has been an on going issue and I am not satisfied with their customer service nor products. Therefore I do not wish to resume any relationship and as such would only like the requested resolution to be considered at this time; waive of the balance  with no attempt to collect it and or no derogatory reflection on my credit bureau reporting. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The manager at your office told me she would void my contract.  I would like you all to keep your word.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Ms. [redacted], We have reviewed the history on your account, and determined the contract you signed is valid and binding. You certified that the sales representative told you he was an employee of NorthStar, and that you understood you were signing a contract with NorthStar. NorthStar has an...

extensive auditing process to ensure our sales representatives do not make these kinds of statements to our customers, and nothing from the auditing process on your account uncovered any of the issues you are now stating. While we are disheartened that you are upset, it appears your statements stem from your desire to be relieved of financial obligations you owe to NorthStar, and not to any verifiable misrepresentations which were made to you by a sales representative three years ago. Your account has been past due numerous times since its inception. We see nothing which verifies your claims. If you would like to discuss payment options, or different service options which fit your budget, please do so through our customer care department. Warm regards, NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because:April 18th 2017 monthly payment must be the last/final payment because we paid in advance as we signed the contract on May 5th 2012!!!! As our contract should be terminated beforehand if the billing staff responds to my call accordingly!!I stayed to your company for 5 years with complete payment with no problems with your service but once you learned that your customer will terminate the contract its hard for your staff to responds to our numerous call begging them to call us and instruct us what are the process of terminating our contract and imposing 60 days waiting period..Please advice your billing management accordingly that they should not debit anymore payment from my account and I will advice my bank institution to cancel the monthly debit.
Sincerely,
[redacted]

Ms. [redacted], We have reviewed your account in regards to the mentioned cancellation request.  Prior to someone calling in on April 2nd of this year we have not heard from you since July of 2016. We are not showing that you have previously mentioned any problems with your system at all, or that...

you have attempted to contact us regarding concerns that it was not working. We are showing that on April 2nd someone contacted NorthStar on your behalf who is not listed as an account holder and was inquiring about information specific to the cancellation of your account. The suspicion at that time was that this was a representative of another company that would were potentially changing to, and they were trying to get secure account details. Not only is that illegal, but it is also fraudulent on their part to attempt to cancel your account when they are not the customer. We are showing that person attempted several more times that day before stating that if NorthStar did not cancel the account they would be filing a Revdex.com complaint against us.  NorthStar would be happy to reach out to the new company if you did indeed change services and attempt to resolve the cancellation with them. Most reputable companies will assist a new customer with paying off all or a portion of a customer’s previous agreement. If you would let us know what company it was that you changed to we would be more than willing to reach out to them to get this resolved.  If that new company is not willing to cover the balance on the agreement, NorthStar would be happy to re-install the system and at your home and confirm that everything is working as it should be. Warm Regards, NorthStar Alarm LLC,

Dear Ms. [redacted],NorthStar has reviewed your complaint and is sorry to hear that you felt misled during our sales process. It is never our intention to mislead our customers, and will use this as an opportunity to retrain our sales team. We will honor your request to cancel your...

service. Sincerely,NorthStar Alarm

Dear Ms. W[redacted], Your agreement was cancelled the day we received your written request and the money you paid was refunded. Please let me know if you do not see that refund. Sincerely, ????Melanie J[redacted]Customer Care Manager, NorthStar...

Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

Dear Ms. [redacted],Thank you for notifying us of your concern. I have received an email from our VP of Technical Operations. He has stated that we agreed to return on Monday or Tuesday this week to separate the door and window sensors as well as add a new Smart Garage unit. We hope this will provide...

the protection you expect. Thank you for the opportunity to remedy the situation.Sincerely,NorthStar Alarm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I would like to add that this is a company I would definitely recommend to others.
Sincerely,
[redacted]

Mr. [redacted], We are sorry to hear about the confusion regarding your account and the moving of your system. After review of the account and in order to resolve the past due balance on the account NorthStar will agree to cancel the account once a one-time payment of $500 is made. Once the payment...

has been processed, the account will be removed from collections and will be considered terminated with NorthStar.  You would be under no further obligation to NorthStar and the account balance would be $0. Warm Regards, NorthStar Alarm Services LLC,

Complaint: [redacted]
I am rejecting this response because: Thank you for your response in this matter. I appreciate your company helping me out during this time of need. Please attach a cancellation number as well as a statement showing that my account is canceled and charges will no longer be taken from my account and also showing that all fees have been waived. Thank you for your response. 
Sincerely,
[redacted]

Dear Ms. [redacted], We are sorry to hear that you are dissatisfied with the NorthStar service. With respect to the confusion over your agreement with NorthStar, you mentioned you signed a work order for the installation of the additional equipment. We have attached the Supplemental Alarm Agreement...

you signed on March 22, 2014. Section 1.1 explains the amendment extends the term of your agreement with NorthStar for 60 months. We hope this clears up the confusion over the extension you signed. Warm regards, NorthStar Alarm Services, LLC

[redacted], I am sorry to hear about the problems that you have experience with your NorthStar service to this point.  After reviewing your account with us I am showing that the original agreement that you signed with us back in July of 2014 was for 60 months.  That information was also...

verified during a pre-installation phone call during which we verify the account information to make sure you understand the agreement that you are entering into.  One of the questions during that survey is do you understand that you are entering into an agreement with NorthStar and that the agreement will be for 60 months during which time your rate of $[redacted] +tax will not change.  You responded stating that you did understand that information.  If you are wanting to cancel the account however you do have the following options, you can pay off the remainder of the agreement in full, or you could have someone take over the agreement and we would install the system at their home and change the account information into their name for the remainder of the term.  If you would like to further discuss either of these options you can reach our customer care department at ###-###-#### and they will be able to assist you further. If you have any other questions or concerns please feel free to let me know and I would be happy to assist you. Thanks, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Dear Ms. R[redacted],
I am sorry about all the issues you have been having with
the system. I am sorry the equipment did not work the way you were told it
would.
A technician will contact you in 48 hours to schedule a time
to remove the equipment from your home. Once the equipment has been...

removed we
will cancel your agreement and refund all money paid.
Sincerely,Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]e:[redacted]@northstaralarm.com | w:www.north...⇄

Ms. [redacted], We are sorry to hear that you are dissatisfied with NorthStar's service. However, Section 1.1 of the document we previously sent to you states "This Amendment shall extend the term of the Agreement 60 months," and bears your signature at the bottom, dated March 22, 2014. This is an extension of your original term. If there is something specific we can do to make your NorthStar experience better, or if you are attempting to change your security provider to another company, please contact our Customer Care department.  Best regards, NorthStar Alarm Services, LLC