NorthStar Alarm Services, LLC

[redacted], I am sorry to hear about the issues you have had in relation to your account and the monitoring of your system with NorthStar Alarm.  I was able to review your account in regards to the dispatching of the police when you did have a break in.  I am showing that our monitoring...

stations data logs show that the police were contacted within a few minutes and we made a request to be dispatched out to your home.  Unfortunately we do not have any further influence on how immediately they respond to a request to dispatch.  I am showing that we did get information back about what they found at the home in regards to the break in so they did go out to the home.  I am also showing that we do have the correct police department on file to contact in the event of an alarm.  We do not determine that information but we do work with the city in order to get the correct contact numbers in relation to your address.  If you make a claim with your insurance in regards to the theft and send us a copy of that NorthStar will reimburse a portion of that. You can either mail that into us or email us a copy at [redacted]@northstaralarm.com for us to review. 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...⇄

Complaint: [redacted]
I am rejecting this response because:1. The technicians never came back and finished. It was not installed properly.2. A person came into my home, a break in, and the police were called and refused to come because your company failed to inform us we needed a permit. Again, faulty sales or follow through. Please check your records for the call and decline.3. Martin, in sales, cell ###-###-####, keeps promising he is sorry for the problems, lack of follow through, etc, and promised he would call his "manager" and close our account and refund us. This has never happened. He has called me twice and texted me as well.4. Martin also admitted that he checked the wrong box and we were in a 42 month contract, which he promised would be discontinued.
Sincerely,
[redacted] And [redacted]

Mr. [redacted], As I previously stated in regards to the problems that you had with your system we would be more than happy to review those false alarm fees to see if they were caused by our system.  If they were and we are able to determine that we are willing to either cover or reimburse you for those charges. If you could send those in I would be happy to look further into them. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Dear Mr. [redacted], I would be glad to honor your contract as stated on your contract. Please email me a scanned copy of the agreement in your possession to [redacted]. We are sorry for any inconvenience and will do our best to make this right. I look forward to the...

email. Sincerely,  Matt T[redacted]Compliance Manager

Mrs. [redacted], We are sorry to hear that you are wanting to cancel your service with NorthStar.  We were able to verify the details on your account and are showing that you have spoke with multiple supervisors as well as account managers in our customer care department. They have explained...

that based off your agreement that in order to cancel the account you would be required to pay the early termination fee.  However, alternatively they have offered to have one of our onsite techntians come out to the home to do a complete system inspection as well as retrain everyone on using the system.  Any time a customer signs up with NorthStar they are required to complete a quality assurance call which verifies that the customer understands the monthly rate as well as the length of the agreement. We would be happy to email you a copy of that completed call which verified both of those with you. In order to resolve the problems that you are having with the system we would be happy to send out a onsite technitian to complete that inspection, as well a retrain anyone on using the system. We would also be happy to apply a credit to the account for the time that you were not able to use the service.  We would be happy to have the onsite technitian give you a call to schedule that inspection at a time that works best for you so that you do not have to re-arrange your schedule or anything. Warm Regards, NorthStar Alarm LLC,

Mr. [redacted], We are sorry to hear about the confusion regarding the amount owed to cancel the account. In section 5 of your agreement it states that you agree to pay the Monthly Service Fee for the term of the agreement as outlined in section 1.1 which verifies the length as 42 months which you initialled  to confirm as the correct length. If you were to pay the remaining balance on the account it would be a total of $1,114.56. However, in an effert to resolve the confusion regarding what is owed, NorthStar will accept a one time payment of $800 to satisfy the account and cancel the remainder of the agreement. You can make that payment via phone with our billing department or by mailing in a check. Once the payment has been made the account will be cancelled with a zero balance and you will be under no further obligation to NorthStar. Warm Regards, NorthStar Alarm LLC,

Dear Ms. [redacted], NorthStar has reviewed your account. In May of 2016 you extended your agreement for 48 months to obtain a new camera. After you determined that the camera did not work to your needs. NorthStar willingly cancelled your extended agreement. NorthStar worked out an agreement with...

you to finish off the rest of your agreement which states on line 1.1 of the agreement that the contract will automatically renew if there is not notice of cancellation 60 days or greater prior to the end of term. When you were upgraded to the camera, you had already entered into an the extension period. You expressed interest in cancelling, and we informed you that it would be the remaining months times the monthly monitoring rate, and we lowered that rate by 25%.NorthStar feels that we did our best to cater to your requests. We are sorry that you are upset with outcome.Sincerely, NorthStar Alarm.

Complaint: [redacted]
I am rejecting this response because: I dont see HOW this company can lie cheat and upset someones credit rating and NOT be cited. Since The Revdex.com did all they can do I will persue further thru the courts.
Sincerely,
[redacted]

Ms. [redacted], We are very sorry that you have been experiencing problems with your NorthStar system. It appears we have reached a resolution with you. If you have any further concerns or problems, please contact our Customer Care or Technical Support departments. Warm...

regards,  NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because: we have talked with billing and are awaiting a phone call back
Sincerely,
[redacted]

Mr. [redacted], While NorthStar is disheartened that you are having trouble with the third-party monitoring service, any issues with billing should be directed to them. The customer care agents at NorthStar no longer have control over your account. If you believe the third-party monitoring service...

has compromised your credit card information, please contact them directly to discuss. Best regards, NorthStar Alarm Services, LLC

We have cancelled this account with no financial penalty to the customer.

[redacted]
Thank you for your  business, you have been a valued customer. NorthStar will honor your request to cancel your agreement and refund any payments that have been taken out after your end of term.Sincerely,NorthStar

Dear Mr. J[redacted], I am sorry for any misunderstandings that may have taken place. To cancel the agreement we do have to receive the request in writing and it will cancel at the end of the current term. However, because of the situation I will accept this as your written request to cancel and I...

will cancel your agreement immediately.  I see August payment has been submitted, if it funds I will refund the payment. This will not be reported negativity on your credit report. Sincerely, ?Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]e:[redacted]@northstaralarm.com | w:www.north...⇄

Dear Mr. W[redacted], I will let you know as soon as I receive the documents. If may be quickest if you can scan and send them though the Revdex.com that way we can have everything in one place. Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]e:[redacted]@northstaralarm.com | w:www.north...⇄

Mr. [redacted], We are very sorry you have experienced difficulties with your system. We have set up a time for a technician to visit your home to correct the issues and to credit your account. Please let us knkow if there is anything more we can do to ensure your NorthStar experience meets your...

satisfaction. Warm regards, NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because: although my...

signature was at the bottom I did not initial the area agreeing to a 60 month contract because I was lead to believe this part of the contract was optional. I believe someone forged my initals on your copy as the copy I have does not have initals.
Sincerely,
[redacted]

Dear Ms. [redacted], I would like to apologize for any misunderstandings that may have taken place. I show your account has been cancelled and no payments are due. Sincerely, Melanie [redacted]Customer Care Manager, NorthStar...

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

Dear Ms. [redacted],In the last few days a few of our team members were able to discuss with you the payment and technical issues. NorthStar will remove the past due balance and correct the monthly service rate to the correct value. Please allow a few days to reflect on your account. Also our technical support team was able to get your system working again according to our records. We thank you for allowing us to make this right. Thank you for being a NorthStar customer.SincerelyNorthStar

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]