NorthStar Alarm Services, LLC

Mr. [redacted], We are sorry to hear that you wish to have your account with NorthStar cancelled. As a long term customer we do have the ability to provide you with a completely new system in your new home through our upgrade program.  If you are wishing to have the account cancelled we are...

showing that you have spoken with one of our account managers before in regards to that request. We are showing that the person who purchased your home was in the process of potentially taking over the account and placing it into their name, however we are showing that was never completed so the account has remained in your name. The service has remained on and active and that is the reason that you continue to be charged.  It is not up to NorthStar to ensure that the new owner of your home takes over the account that is something that you would be responsible for confirming, as such they would also be the person to speak with about paying for a system while they lived in the home. Currently we are showing that your account is past due for the month of November due to a stop payment. In order to resolve the issue if you would send in a written notice of cancellation we will go ahead and approve the cancellation of your account and credit off the past due amount that is owed. You can send that in either by mail, or via email to [email protected] regards, NorthStar Alarm LLC,

Complaint: [redacted]
I am rejecting this response because: this does not offer any resolution. I have contacted he billing company and was referred back to the company that holds the contract. This runnaround is exactly why the relationship needs to be severed. Please provide resolution, as this has been no help and a waste of time. 
Sincerely,
[redacted]

Dear Mr. [redacted], After further review of your account we have no record of you calling until after your initial End of Term. That being said if you get us a written notice of cancellation we will gladly terminate your account 30 days after the date of the letter. SincerelyNorthStar...

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Mrs. [redacted], We are sorry to hear about the problems that you experienced in regards to getting the system set up in your new home. We were able to review your account as well as the equipment that NorthStar had installed in your previous home. We are showing that as part of singing up with NorthStar...

you were provided with a Control Panel, Skybell Camera, Garage Tilt Sensor, Glass Break, and Door Lock.  We were also able to utilize some sensors that were already installed in your home in order to provide you with additional coverage.  The equipment that NorthStar installed was confirmed on the Form B that I have attached for your review. The equipment that was already in the home is not something that we would have been able to move to the new home because it was not part of the system that NorthStar put in the home. If a customer moves while they still have time remaining on their agreement the options available to them are explained in section 14 of your agreement. However, when you moved to the new home you elected to do the $199 move option that comes with all new equipment in the form of a panel as well as 6 points of additional security equipment to be installed in your new home. The equipment that was supposed to be installed was a Control Panel, Skybell Camera, and Garage Tilt Sensor. Once the on-site technician came out to the home he noticed that there was a system already installed in the home and in order to utilize those sensors he would need another piece of equipment call a translator to connect that system with your new control panel. While that piece of equipment was not listed as part of the 6pts to be installed the tech explained that in order to add that you would need to pay for that equipment. In order to make sure we get the system installed in the new home we would be happy to add the translator in addition to the Control Panel, Skybell Camera, and Garage Tilt Sensor so that we can utilize the security equipment that was already in your home in addition to the equipment that you selected. We also will place a 3 month credit on the account for the months paid while you did not have a system installed in the new home. I can see that a field technician has attempted to contact you in the past month but has been unable to reach you. If you could let us know what number is the best to reach you at we will provide him with that information in order to arrange a time to install the equipment at your new home. Warm regards, NorthStar Alarm LLC,

Complaint: [redacted]
I am rejecting this response...

because: As a customer I am unsatisfied with the options being given, they are constantly the only options ever given. Northstar always fail to give an true resolutions. I have had multiple issues with Northstar as mentioned in the last post. Northstar has plenty of chances to correct them and never has. The refund that Northstar is offering is no where near the amount of strees that Northstar has put me through. Furthermore, Northstar has had 1.5 years to send a technician to correct issues and never has. Only on 2 occasions and the second occasion it was someone who was not employed with Northstar, a college student, and a middle school student who was sent up my attic unsupervised. There was no work order, the "technician had no form of ID from Northstar, nor did they have the right equipment. Also, once again Northstar has just proven they don't even know their own contracts or customers or know anything about customer satisfaction. My contract is for 42 months as shown in the attachment, along with the pricing of $39.99. It was later scratched out because I was guaranteed to get two high quality cameras that took 1.5 years to get installed and for them to be DIY cameras. I had to call Northstar for months for them to change my pricing back to $39.99. Furthermore, when they sold it to Monitronics they raised the price which is not allowed due to Northstar's contract. Northstar has put my family through enough, they have put my family in danger by sending three "strangers" who are not involved with Northstar, they also sent a technician that made me feel uncomfortable due to the dispute he had with a employee that is no longer employed with Northstar. When I asked for new technician I was told I had no choice but to have Oscar since he was the only technician in the entire RGV. Once again, as a customer I am no longer satisfied. 
Sincerely,
[redacted]

Dear Mr. [redacted], I would like to apologize for the misunderstanding. Will you please send us a copy of your final invoice or total payoff with ADT so we can help you with that?Thank you, Melanie J[redacted]NorthStar Alarm

While NorthStar regrets you are having billing issues with your new provider, we have no ability to change the amount you are being charged by that company, as we have no control over their accounts. We are sorry we cannot be of more assistance. Please work out any billing issues with the new company. Regards, NorthStar Alarm Services, LLC

Mr. [redacted],NorthStar is sorry to hear that you are not happy with your service. We have reviewed the monitoring history and have provided an attached copy on two separate occasions dated 6/1/2016 and 10/13/2016. Let me please describe how the process works. 1- Once an alarm is tripped the...

signal is sent to the monitoring station.2- The monitoring station begins a listen in or "listen to follow" of the premise in the event of a struggle. This step begins within 5-10 seconds. If there is a struggle or distress then the authorities will be dispatched.3- The monitoring station will then begin a two way communication through the panel, if there is no response the agent will call the phone numbers on file.4-Once the account owner is on the phone they verify the passcode and verify the alarm, and send the authorities if necessary. NorthStar feels that the monitoring process is working as promised. We hope the explanation will help you understand the process does take time, and is being handled sufficiently. NorthStar would like to thank you for your continued business. SincerelyNorthStar 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.
Sincerely,
[redacted]

Mr. [redacted], We are sorry to hear that you have experienced some problems with an Alarm System. We are a little unclear when it comes to your account with NorthStar as all of the notes on your account indicate that you have not had a problem with the system, as well as your account with NorthStar...

dates back to 2012 and in your complaint you state the purchase occurred in August of this year.  Is it possible that you recently changed to a new company and your complaint pertains to a system they installed? Warm Regards, NorthStar Alarm LLC,

Dear Ms. N**, I am sorry for any misunderstanding that may have taken place. I show your account is cancelled and no further payments are due. Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar...

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

Mr. [redacted],Thank you for your business, as mentioned in a recent call with our retention manager, he stated that as soon as we receive your balance of contract we will gladly process the cancellation of your service with no further obligations. Should you have any questions please feel free to...

reach out to our retention department.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. Not a good co.I will let this complaint be resolved,but I still am not happy with the way they do business. 
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]

Dear Mr. [redacted], We apologized for for the misunderstanding. NorthStar has credited your father's bank account today. Please allow 7-10 business days for this to reflect on the account. Sincerely,NorthStar Alarm

[redacted],  We are sorry to hear that there has been some confusion regarding the billing on your account. We are showing that the account is still active and has not been cancelled, or turned over to collections. We are showing is it currently past due $163.77 for the last 60 days.  I...

am showing that we have attempted to withdraw the funds but it was declined by the bank.  If you would like we can have an account manager contact you and make sure all of the banking information is correct on the account so that the payment can process correctly each month, and we can avoid future past due calls and notification on your account. Best regards,

Mr. and Ms. [redacted], We are sorry to hear you have had difficulties with your NorthStar account. Having researched the account, we have determined that we received your notice of cancellation in a timely manner, and I have authorized cancellation of your account as of June 1, 2017, which was the...

date on which your account would have cancelled absent a verbal renewal. If there are any amounts due up to June 1, you will receive a final invoice, but will not be responsible for any charges after June 1, 2017. Warm regards, NorthStar Alarm Services, LLC

Mrs. [redacted], I am sorry to hear that you have some confusion regarding the end of your initial agreement term with NorthStar.  I was able to review your account in regards to the information you provided for the requested cancellation.  On the original agreement that you signed with...

NorthStar it does state that we require written notice 60 days prior to the requested date of cancellation.  If the notice is not received the account will be automatically renewed for the period of 18 months.  However, after reviewing your account I have gone ahead and submitted for your account to be cancelled at the end of the original agreement which is 1/20/2016.  At that date if your account is current and you have no past due payments the account will be cancelled and you will be under no further obligation to NorthStar. If you have any other questions or concerns I would be happy to further assist you. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Dear Ms. [redacted], Your account with NorthStar Alarm is cancelled and no further payments are due. Please let me know if you have any questions. Sincerely, Melanie J[redacted]NorthStar Alarm

Ms. [redacted], We appreciate you sending in the documentation regarding your mothers account. We have processed the cancellation per your request effective today. There is no balance on the account and your mother is under no further obligation to NorthStar. The equipment is hers to keep or remove...

whatever she would prefer. Warm Regards, NorthStar Alarm LLC,