NorthStar Alarm Services, LLC

Mrs. [redacted], I am sorry to hear that you are wanting to cancel your services with NorthStar. I was able to locate and review your account in regards to the requested cancellation.  I am showing that you originally signed up with NorthStar in 2010 and the original length of your...

agreement was for 60 months which would put your end date in 2015. However, since you did not notify us of your desire to cancel 60 days prior to the end of your term the account was automatically renewed for an additional 18 months.  After looking over the details of the account I have gone ahead and approved the cancellation of your account.  You have a $0 balance and are under no further obligation to NorhtStar. If you have any other questions or concerns regarding your account please feel free to me know and I would be happy to further assist you. Best regards, -- Aaron

Mr. [redacted], Your mention of the chat that you had with one of our representatives is something that is saved to your account. I was able to review the chat and at no point in time does the representative give you any details in regards to cancelling your account, they specifically state that you would need to speak with an account manager in order to cancel out the account, to which you state that is understood and you would do that. From that point you never called to speak with an account manager until over a month later at which time your account had already entered the renewal period. Therefore, based on the details on the account we feel that the %50 payoff to cancel your account is a more than fair offer in order to resolve your cancellation request. Warm Regards, NorthStar Alarm LLC.

[redacted], Thank you for taking the time to bring this situation to our attention as well as taking the time to speak with me about this yesterday.  After speaking with you I was able to review all the information as well as locate and listen to the welcome call that you completed before the...

NorthStar system was installed in your home.  In reviewing the welcome call that you completed I was able to verify a few things in regards to your account.  During the welcome call the representative verifies that he is speaking with you also where you live. About halfway through the call the representative verifies that you previously had an alarm system with ADT and that you understand that NorthStar is a different company and that we are not acquiring, merging, or associated with ADT.  Also that you understand that ADT is not going out of business and you are responsible for canceling the existing alarm agreement so that you are not paying two bills.  Based on your response to those questions that you did understand that information NorthStar then installed the alarm system in your home.  I am showing that the alarm system at your house is fully functioning and we have been receiving a test signal each month.   Based on this information we are electing to deny your request for the cancellation of your account at this time. I have attached the welcome call so that you can listen to the information I mentioned previously.  If you have any further questions or concerns in regards to your account please feel free to let me know and I would be happy to further assist you. Best regards, Aaron

Ms. [redacted], We are sorry to hear that there has been some confusion regarding your request for cancellation with NorthStar.  We were able to review your request in regards to the invoice which you received for $1,299.74. We are showing that your agreement currently goes until March...

of 2020, and that you also have a past due balance on the account of $149.97. You completed a verbal extension on your account in March of 2015 in order to keep the rate of $49.99 which is the reason the end of the agreement is now 2020 instead of the original 2016 which you mention.  We are not showing that you have mentioned any problems with the system its self and would be happy to review your account in regards to any potential upgrades or discounts that you would qualify for being a long term customer. If you are wanting to have the service cancelled, we would be willing to credit off the past due balance and cancel the account effective today and you would be under no further obligation to NorthStar. Warm Regards, NorthStar Alarm LLC,

Mrs. [redacted], We are sorry to hear that you have been dissatisfied in regards to your installation and service with NorthStar. We are showing that your cancellation request has been processed and a refund has been processed in regards to any payments that you were charged. If you have any...

further questions in regards to your account please feel free to contact our customer care department. Warm regards, NorthStar Alarm LLC,

Dear Mr. & Mrs. [redacted], I am sorry for any misunderstandings that may have taken place. Your account has been cancelled as of today and no further payments are due. Please let me know if you have any further questions. Sincerely, Melanie [redacted]Customer Care...

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

Mr. [redacted], I am sorry to hear about the problems that you have had to this point with NorthStar. I am showing that your account with NorthStar is pending to cancel per your request on the 19th of November and that at that time you will have 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 answer them. Best regards, Aaron

Mr. [redacted], I am sorry to hear about the problems that you have had regarding your system and account with NorthStar.  I was able to contact the representative who set up your account and was able to confirm that your account was to be cancelled. I have gone ahead and requested the...

cancellation of your account with NorthStar and I will be processing a refund for the payments that have been made.  I am showing that currently you have made a payment of $[redacted] and that there is also a second payment pending in the amount of $[redacted].  If the second payment does process I will submit a refund in the amount of $[redacted], if that second payment is declined for any reason the refund amount will be $[redacted]. If you have any further questions or concerns regarding your account please feel free to let me know and I would be happy to further assist you. Best regards, Aaron

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 will pay the $[redacted] to cancel my contract. Also if you could please email me something stating the agreement. I do not want a surprise on my credit report. 
Sincerely,
[redacted]

Ms. [redacted], We left a message for you on July 26 which you have not returned. We will continue to reach out to you in hopes of connecting to resolve your technical issues and address the service outage.  Warm regards, NorthStar Alarm Services, LLC

I am not sure we are on the same page. My total bill was $[redacted] which includes everything as I already stated. I made my agreement with them where my bill would total $[redacted] any taxes, fees, charges, etc. is in that price. You can send me the original invoice from Vision where it specifies what my charges included and  be sure it details  the exact  amount you assumed I should have been charged but was neglected. I am very well aware of what my bill was supposed to be monthly in its entirety. I know the error of additional charges, possibly human error, came from the transfer of ownership. That is not my responsibility to deal with. According to the Consumer Financial Protection Bureau, it states that consumers should not be collateral damage in the service transfer process. Also, it says your interest rate, payment amount, type of loan cannot change just because the account has been sold. Which mine did based solely off the contract being sold. I know that there was an error made which breached the contract. It was not on my end as Ive paid the bill timely for years. I simply want the remainder of this contract eliminated based on it.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Ms. [redacted],We are sorry to hear you wish to cancel your NorthStar service because of the problems you have experienced with your system. Upon reviewing your account we show that you spoke with two representatives from our company yesterday. The first was when you called in to discuss the past due...

balance on your account, after that payment was processed you were transferred over to our technical support and they were able to set up an in home visit from one of our field technicians to resolve the problem that you are having at no additional cost to you. Warm regards,NorthStar Alarm Services, LLC

Mr. [redacted],NorthStar is sorry to hear that you felt misled during the sales process. NorthStar uses certain checks and balances to try and eliminate this from happening. For example we use a verbal welcome call where we ask if you understand the NorthStar is a competitor to your current alarm...

company. We are unsure where the miscommunication came, but will be willing to cancel your account and refund you the 2 months of service in which you will be paid, back to your bank account. We will also be sending you a shipping label for the equipment we installed in your home. Please allow 7-10 days for these actions to be processed. Sincerely,NorthStar

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]

Dear Ms. [redacted],NorthStar has reviewed your situation and we would be glad to help as best we can. Once NorthStar sells a contract to another alarm provider we have a one year grace period where we service the account and if we need to return it to NorthStar we can. That being said,  because...

your mother's account was sold on January 14, 2016 we no longer own the contract and do not have control of the system. [redacted] is the new provider and manages the agreement associated with your mother's account. As a solution, we can sell your account on Rio Linda to [redacted] so that both accounts can be under the same monitoring service.NorthStar apologizes that we are only able to assist on one of these accounts at this time. Should you need to reach [redacted] here is their customer service number 800.290.0709.Sincerely,NorthStar Alarm

Dear Mr. P[redacted], I show your agreement is 42 months and I have credited you 2 months of monitoring. Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar...

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

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], NorthStar understands that you have changed to a new company, and we are wanting to ensure that you are not paying two companies. Typical industry practice is that the new company will assist you with paying off the previous company, or if they are unable to cover the balance they will cancel the new account with them.  We have attached a final bill for your account with what would be owed to cancel the account early. We are showing that you have 4 payments remaining and an early termination fee of $160.  If [redacted] is unwilling to cover that balance they should not have had you sign an agreement with you knowing that you already had a previous company. If you elect to have the account cancelled immediately NorthStar will consider the account cancelled and resolved once that early termination fee has been paid, alternatively you can make the standard monthly payments until the end of the agreement term in September and we have set the account to cancel automatically at that time. Warm Regards, NorthStar Alarm Services, LLC

Mrs....

[redacted],NorthStar sincerely apologizes for the delay in removing the credit inquiry from your credit history. Unfortunately, we have done everything in our power to remove it from your records, at this time it is solely in the hands of the credit bureau. In regards to the penalty: before we pay any penalty we would need to be cited for a violation. We hope you can understand that we are doing everything in our power to remedy the situation. Sincerely,NorthStar Alarm

[redacted], The information that you are referring to when you stating that there is a "listening in" section on the agreement I am not sure what section you are reviewing to find that information.  If you could point that out I would be more than willing to clarify any misunderstandings with that section.  The only time that we come through and listen on the panel is in the event that an alarm has gone off and we are attempting to make contact with someone in the home to verify if further assistance is needed.  Also in regards to requesting cancellation of the agreement at the end of the term we do require a 60 day notice of a cancellation request once that is received the agreement will be cancelled at the end of the term.  However, if that request is received  after the required 60 days prior to the end of term the account will then be renewed per the agreement.  All of that information is detailed and explained on the original agreement that you signed and also were left a copy to review.  If you have any other questions in regards to the requested cancellation of your agreement please let me know and I would be happy to further discuss the options you have available to you while you are currently in the term of your agreement. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄