NorthStar Alarm Services, LLC

Dear Ms. [redacted],NorthStar would like to thank you for your business. NorthStar will gladly honor your request to cancel the agreement.Sincerely,NorthStar Alarm

satisfied with my service. I am not satisfied with my service since I was lied to by the sales rep and mislead in every way possible. Why would I want to do business with a company that has lied to me. I don't want further contact with any company and will be taking this to the attorney general 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have had periods of time where my system was not wprking properly. Luckily there was no emergency because if there was and the alarm was triggered, there would have been no contact made to authories which is the reason I purchased the sytem in the first place. And then to make matters worse, when I call to address the system issues, I am given rude attitude from more than one customer service representative. This is the only company I have ever dealt with that will say "no we won't do that" when trying to resolve a problem I have with the service that I have been and am still paying for.  Being forced to keep this system makes me even more afraid for my family's safety in the event of an emergency because there is no guarantee that a signal is going to be received  by anyone. At my last contact Vision Security claims they are monitoring my signal but the week before Monotronics said their company monitors all signals for my account. Keeping this service (or lack thereof) for the remainder of the contract just ensures that I will have more inconvenience in having problems with my panel, calling and having a tech come out to maybe fix the problem but not actually having a reliable security system that works when I need it. I really just want out of my contract to ensure that I not relying on an inconsistent service that may end up putting my family in a dangerous position if we ever needed it. I'm paying money for a service that this far has been unreliable. In this day and age, people can't really afford to put there trust into a sercurity service that is not dependable. I would like to not waste the remainder of my contract wondering if the sytem os going to work on a certain day. I'm paying for a service and, as the company has already demonstrated, It is not a sure thing. I would like to use my hard earned money on something else that is a sure thing. The way the service has been, I may as well not have a panel in my home because it doesn't work most of the time anyway. 
Sincerely,
[redacted]

Ms. [redacted], We have reviewed the addendum you signed, and listened to the phone call recording between you and our assurance department. It appears you confirmed both in writing and verbally that you understood you were signing a 60 month agreement extension in exchange for a discounted...

monthly rate. If you are dissatisfied with your service, or if you are attempting to switch monitoring companies, please contact our Customer Care department and we will do our best to ensure you have a great continued experience with NorthStar. Warm Regards, NorthStar Alarm Services, LLC

Dear Ms. [redacted],NorthStar would like to thank you for your business. Your account will be cancelled in the next 7 business days, and the renewal contract has been cancelled.Sincerely,NorthStar Alarm

Mr. [redacted], I am sorry to hear about the experience that you have had to this point with NorthStar Alarm.  I was able to review your account in regards to the problems that you stated you were having with a field service professional coming out to your home.  I was able to review...

some of the notes from the technician that was at your home and he was stating that he did have the proper equipment but that your daughter was not home and that the grandmother stated he would have to come back because she did not know where the cameras were to be placed.  However because of the problems we have gone ahead and approved to upgrade all of the cameras to Pan & Tilt cameras and we have a appointment scheduled for 12/18 at 7pm to have those installed. If you have any other questions or concerns please feel free to let me know and I would be happy to further review your account and make sure those concerns are addressed. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Dear Ms [redacted], NorthStar has reviewed your account and has found the following: NorthStar has not extended your agreement and you are still under the initial agreement signed back in May 2013. Aside from the Verbal extension that was cancelled a week ago, and not extended.It was your choice...

to switch to another company prior to the end of your initial agreement term. This doesn't remove you from the obligation to the original agreement. We have also discussed the upgrade and discount options with you, in the event you wanted to cancel with Safe Home and stay with NorthStar.The end of your Initial Agreement is May 31, 2018. SincerelyNorthStar Alarm

Dear [redacted], We sincerely apologize the account transfer was not completed at the time you took over the NorthStar system. We believe we have resolved the issue from our end. A representative from NorthStar reached out to you yesterday and left a message. If you continue to have this issue, please...

contact our Customer Care department immediately so that we can ensure the problem is completely resolved. Warm regards, NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because:  my complaint is not receiving due attention, in my opinion.  No one from the Compliance Department of North Star Alarm has made any attempt to interview my brother and I as to the circumstances of the signing of the contract in August.  They have stated their sales representative has been contacted for his version of events.  Why haven't we been contacted?  North Star seems to be arbitrarily deciding we are lying about being given 7 days to cancel the contract.  Is that fair when we have not even been given the chance to state our case?  Is it so inconceivable that your representative mistakenly stated 7 days instead of 3?  Believe me, if I wasn't so convinced on the matter I would have gracefully discontinued my efforts by now.  However, I know we were given 7 days.  North Star reps approached us initially and were told we were not interested.  The next week, they returned asking us to be a model home for this area as they were not having much success.  They promised a free installation and 7 days to review your service.  Many businesses in their efforts to provide great customer service have the motto "the customer is always right".  I would be happy for a "customer may be right" attitude at this point.  I am very disappointed in the customer service I have received from North Star Alarm.  There is nothing wrong with the system. We decided we did not need this service and would like to be given the courtesy of believing  we were given 7 days to cancel, we called within 5 days, and so the service should be voided with no further monetary obligations.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]my daughter is opening a new business, I can keep the service and you guy move it to new address for me without fee, or I can cancel the service and oay $250 fee

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.
As long as the account is cancelled within the 5-7 business days as stated.
Sincerely,
[redacted]

Mrs. [redacted], Before any extension was completed on your account, you were required to verify the information during a phone call.  We have provided the Revdex.com with a copy of that phone call and they should be able to supply you with that, if they are unable to do so we would be happy to send it to you via email.  During that conversation you stated that you understood that the agreement would extend your agreement an additional 60 months. We understand that you have since moved from your home and left the equipment, and we have offered to install a completely new system matching what you had at the previous home in your new home at no cost to you in order to resolve the matter. Because of the extension that you completed your agreement goes until 2022 and by installing a new system at no cost to you, you will be able to continue on with your current agreement at the same rate you previously had. Best regards, NorthStar Alarm LLC,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of having my contract reduced by a year to expire August 2020 and having a technician sent out to my house at no cost to me to replace faulty sensors and replace my old keypad with a new keypad, only because I do not have any more time to waste on this subject.  I have been dealing with this for months.  But Northstar Alarm knows that during that over 20 minute phone call there was never one mention of a "42 month agreement" not once. This is a continuing deceptive business practice and I hope they will start training their employees to be more transparent and forthright.  Hopefully we will not have any further problems arise during the next 2 1/2 years. 
Sincerely,
[redacted]

Mr. [redacted], We are sorry to hear that you are wanting to cancel your service with NorthStar.  We were able to locate your account and have gone ahead and authorized the cancellation of your account. Your account balance is $0 and your service has been effectively cancelled 2/5/2018Warm...

Regards, NorthStar Alarm LLC,

Mr. [redacted], We have attempted to contact you regarding the technical issues you have been experiencing. If you will please return our messages so that we can properly diagnose and restore your system, we can then address the billing issues. Thank you, NorthStar Alarm Services, LLC

[redacted],  I am sorry to hear about the problems that you have had in regards to your service with us. I was able to review your account and am showing that you spoke with one of our account managers yesterday who was able to work out a resolution to the concerns that you mentioned in your...

complaint.  I am showing that we are doing the following on your account.  We are mailing you out the upgraded cell until as well as a firm ware update for your panel at your request and you should receive that in the next few days.  Our tech support team will be able to help you install that update and the new cell unit.  We have also included a return envelope and packing slip to return the firmware update and old cell unit.  I am also showing that we have processed a cancellation request on your account and it is pending to cancel on 5/31/17 at the end of your current term with us, and that you should have received a cancellation confirmation via email.  I have also included that confirmation letter here as well.  I am also showing that a 1 month credit has been applied to your account which will covers February's payment because of the concerns that you are having. With what I am showing we have done on your account it looks like you were content with the resolution and steps that we were taking to get this resolved. If you have any other questions or concerns please feel free to let me know.  Thanks,

Mr. [redacted], We would be happy to contact you in regards to the wiring needed for the new home however the security system is wireless and will require no wiring aside from the power for the panel its self, as well as the indoor camera. The doorbell camera wires into the place where a normal doorbell would go and would require no other wires to be installed in the home. In regards to the billing hold we are only able to do a hold for 90 days or 3 months at a time, however if a longer one is needed we would be happy to pre-authorize an additional hold if the three months is not long enough and make a note on the account that its approved to add an additional as needed. Best regards, NorthStar Alarm LLC,

Dear Ms. [redacted], We are truly sorry we did not get in touch with you as promised. NorthStar will be reaching out to you in the next 24 hours to follow up on the system removal and re-installation. OR We can also provide a reduction in price for a different move option where you get 6 points of new...

equipment plus the Panel for $99 instead of $199. We will gladly work with you to make this right.Again, we truly apologize for the inconvenience.  Sincerely,NorthStar Alarm

Mr. [redacted], We are sorry to hear about your troubles with your system. We would be glad to offer you a lowered rate to $36.99/ month with a free trip fee and service check up to fix that motion detector. If you choose to protect the windows we could give you 5 free sensors with a monthly...

monitoring rate of $45.99. You are a valued customer, we hope to prove to you that we can get this right for you.  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]