NorthStar Alarm Services, LLC

[redacted], After further review of your account we have are not showing that you spoke with anyone who informed you that the account would be cancelled in July.  However,  because of the confusion and problems that you have been having I will go ahead and process a cancellation of your account effective 11/12/2015.  Your account balance will be $0 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 C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Mrs. [redacted], I am sorry to hear about the confusion that you have had in regards to you account with NorthStar.  I am showing your original agreement you signed was for 60 months with the end date of July 2018.  Before any customer is installed they are required to complete a telephone...

survey to verify that they know the details of the agreement that they are entering into with NorthStar.  During the survey one of the details that is verified is the length of the agreement which was 60 months and you stated that you understood that you were agreeing to that length. However, after further review of you account I can approve a final pay off of $[redacted] to cancel out the account, or we could also move the system free of charge to your new residence so that you are able to continue to use the security system to secure your home. Please let me know which option you would like to go with and I would be happy to make the proper arrangements. Best regards, Aaron

Mr. [redacted], Again, we apologize for the error made in creating your account. The error was, of course, unintentional. The credit rating assigned to your account does not reflect your actual credit score or credit rating, and was not reported to any credit agency. The internal error would have had no effect on your ability to obtain consumer credit. That error has been fixed in our system, the activation fee you were charged has been refunded, and we have provided a free month of service as an accommodation. We apologize that you had trouble finding the right person at NorthStar who could attend to this situation. We understand it can be frustrating when a customer finds him or herself in the situation you did, having to explain what happened to two or three different customer care representatives.  Warm regards, NorthStar Alarm Services, LLC

Dear Ms. [redacted], I have reviewed your complaint and the notes on your mother's accounts with NorthStar. I have found no evidence of deception on NorthStar's part. NorthStar explained to your mother the terms of her agreement, and followed through on our promises to your mother in making the...

switch to NorthStar. It appears your mother's issues began when Alder switched over her accounts in an unethical manner. It was wrong for Alder to take over her accounts, knowing your mother was under contract with NorthStar, and without offering to buy out the remainder of her contract with NorthStar. The Alder representative knowingly put your mother in a situation where she is paying bills to two different security monitoring companies. We have had a number of similar situations with Alder representatives this year, and it appears your mother has become another of Alder's victims. NorthStar has done nothing wrong in this situation. I highly recommend you contact Alder, and file complaints against Alder's sales representative for taking over your mother's accounts in an unethical way. We would be happy to reinstall your mother's system at no cost once you have resolved the matter with Alder. Warm regards, NorthStar Alarm Services, LLC

Dear Mr. [redacted], I would like to apologize, he should not have done a credit qualification without you permission. We will get that removed. Sincerely,Melanie J[redacted]Customer Care Manager, NorthStar...

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

We would gladly transfer the system to the new address. Please contact our customer care department and we will gladly get that arranged with no fee.  Sincerely,NorthStar Alarm

Dear Ms. [redacted],Thank you for allowing us to work with you on your account. NorthStar will be lowering your monthly service rate by $8 because you no longer have a desire to use the automated doorlock. We will be sending you a shipping label so you can remove it and send back at your convienence. We...

value your business and will be giving you a 3 month credit in addition to the other remedies.Thank you for being a valued NorthStar customerSincerelyNorthStar Alarm

Mrs. [redacted], Thank you for bringing the problems with your mothers account to our attention.  It is important to us that each customer is fully satisfied with the service they are getting from NorthStar.  After further review because of the problems your mother has had regarding her...

service we will be cancelling the account effective 10/21/2015 and her balance with NorthStar will be $0.  If she or you have any further questions or concerns about the account please feel free to let me know and I would be happy to assist you further. Best regards, Aaron

[redacted], I am sorry to hear about the problems that you have experience with your NorthStar system as well as the requested cancellation.  I am showing that you originally signed up with NorthStar in May of 2012 and that the length of the agreement was 60 months, which would make your end...

date May of 2017.  Right now because you are in term we can not process the requested cancellation of the account, however we do understand that you have had some problems in regards to the sensors and getting a new door installed at your home.  I want to make sure that you are able to use the system to protect your home and family so I am more than willing to send a technician out to your home at no cost to you.  While he is at your home he will be able to replace any sensors that have been moved or taken down due to purchasing a new door,  I will also authorize him to install 2 additional points of security in your home of your choosing.  Please give our tech support team a call to set up that technician visit they can be reached at ###-###-####.If you have any other questions or concerns please feel free to let me know and I would be happy to further assist you. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

For one I don't agree with what was sent to me and I have find some things that is not right with what they said, and the contract.  So that is why I rejected. Something needs to be done about this whole thing.  The company has not been fair with me and I just want this whole thing over with.

Ms. [redacted], The notes on your account make it appear as though our Customer Care department is working through this issue with you and toward a resolution. If you do not resolve the matter with our Customer Care department, please let us know. Regards, NorthStar Alarm Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would like the company to send me a copy of my contract as soon as possible, and provide the amount of the termination fee.
Sincerely,
[redacted]

Mrs. [redacted], I am sorry to hear that your service with NorthStar has been less than satisfactory up to this point.  We want to make sure that each customer has a fully operational system that is able to protect your home and family.  I was able to review your account in regards to the...

problems that you mentioned that you were having. I am showing that currently an automated door lock that is attached to your system is not working. I am showing that we need to send a technician out to the home to completely replace the unit instead of trying to repair that unit which will responsive the issue that you are having.  I am showing that the alarm system its self is fully operational and you are able to arm and disarm the system as designed. If you would like to schedule a time for the technician to visit your home you can do so by contacting our customer care department at ###-###-#### and they will be able to assist you with that. If you have any other questions or concerns regarding this account please feel free to let me know and I would be happy to further assist you. Best regards, -- Aaron

Better Business...

Bureau/NorthStar Alarm:
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 receive confirmation through email or mail that our service has been cancelled permanently and our account closed.[redacted]Northstar Alarm Cr: [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:this is impasse.  I was told in September of 2016 to get my cancellation to them by Dec,  my word vs. theirs.  While now they say pay us even more money and we'll cancel you  but on the phone they've said they already cancelled my service/contract and it was supposed to be cancelled in July.  So who is lying to me?  It's very simple NorthStar can say sorry you had a bad experience we've cancelled your service hope you have a nice day. Instead thy billed me all year until July and now in Sept they insist on a few more dollars before stopping the service I wanted cancelled?  NorthStar needs another $40 or  $80 from me before they are happy?!  No I won't pay another cent.  
Sincerely,
[redacted]

[redacted], I am sorry to hear that you have experienced problems in regards to your service with NorthStar.  I was able to review your account with us as well as the orders that you sent in regarding your current move.  I am showing that you originally had the system installed at your...

parents house under your name and now you have gotten married and moved with your husband for military training.  I was able to review the Military orders that you sent in and can see that you will be living in the new location from August 27th 2015 until August 30th 2016 at which time you will be released from the relocation order.  I understand that you are not currently using the alarm because of the move and because of that I would be more than happy to place your account with NorthStar on a hold for the period of one year while you are away from the home.  That way you are not paying for a system you are not able to take advantage of.  When you are done with the relocation we also have the ability to move the system to your new home if you do not move back in to your parents house where the system is installed.  If that is something you would like to do please give us a call at ###-###-#### and we can get that set up.Best regards, Aaron C[redacted]

Ms. [redacted], A refund was processed on August 17. Regards, NorthStar Alarm Services, LLC

Mr. [redacted], The $25 charge has been refunded. Warm regards, NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because: Your response is not entirely correct.  The only reason I upgraded in April was because I was offered it but in order to do so I would have to extend my contract to get the rate that was being offered.  Also, I was told time and time again that a tech was not available because of the holiday weekend and most likely it could not happen.  I was asked but also told don't count on a tech being available.  I also have phone records showing I called between 10/27 and 11/16 leaving messages for a call back, in which case I never did.  I also have phone records that reflects long calls, which consisted of holding.  I was also informed I could file a complaint with upper management and someone would call me directly from upper management to discuss my concerns, I still have not received a call.  At this point I would like to discuss my account over the phone, therfeore I would like a phone call.  Also, just recently my alarm has been triggering false chimes of entering thru the laundry door, this started on Monday, I have not called because I haven't had the time as I know when contacting tech support it includes long hold times.
Sincerely,
[redacted]

Ms. [redacted], We are sorry to hear that you are attempting to switch monitoring companies. The initial contract you signed with NorthStar contains an auto-renewal provision in Section 1.1. Because you did not send a notice of cancellation 60 days prior to the expiration of your initial contract...

term, your account renewed for an additional 18 months. If you are looking to add features to your system, or to make other changes, NorthStar can likely help you with configuring your system to your liking. We can have someone reach out to you to discuss your options if you would like. Otherwise, you will be required to pay the auto-renewal cancellation amount. If you would still like to leave NorthStar after we have the chance to ensure you are a satisfied customer, it is common that the company you are switching to would help you pay off your remaining contract. Warm regards, NorthStar Alarm Services, LLC