NorthStar Alarm Services, LLC

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]

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 would like to be contacted with confirmation once my account is officially closed.  You have all my contact information on file.  I will also need to receive an updated & final bill for whatever you have outstanding for me after this new resolution is put into effect.
Sincerely,
[redacted]

Mr. [redacted], We would be happy to have one of our account managers contact you to review your account information as well as send you a copy of your paperwork showing when and what was installed with the system.  We would also be able to have one of our field service  professionals contact you and arrange a time to come out to your home to walk you through complete use of the system to make sure that you understand and can operate the system.  We would also be happy to check into any upgrades that you may want to make to the system in order to better protect your home. Warm Regards, NorthStar Alarm LLC,

Ms. [redacted], NorthStar is very sorry to hear that your system has not been working properly. We will send a service technician free of charge to your home to ensure proper operation of your monitoring services, and a customer care agent will be reaching out to you to discuss further resolution...

to the issues you have been experiencing. Best regards, NorthStar Alarm Services, LLC

To whom it may concern, Please see attached phone call regarding complaint. Please also send to other party if requested. Thanks,

Ms. [redacted], We are sorry to hear that there has been some confusion regarding your request for the cancellation of your service with NorthStar. We were able to review the account in regards to the discount offer that was made regarding an extension on your account as well as the details of...

your original agreement with NorthStar. You spoke with Conor one of our account managers recently regarding your service and he was able to approve lowering your rate down to $29.99 as part of a 42 month extension on the account. The new agreement was emailed over to you to verify and sign if everything looked correct. I am not showing that has been signed yet so it would not be applied to your account. If you are not wanting to complete the extension and are just wanting to have your account cancelled currently we are showing that your original agreement started in July of 2014 and was for 60 months. That would put the end of the agreement in July of 2019. We would be happy to set your account to cancel automatically at that time as long as the payments on the account are current and there is no past due balance. If you are wanting to have the service and account cancelled immediately we are showing that you would be responsible for the early termination fee on the account which is currently $540.  If you agree to make a onetime payment of $540 then the account would be cancelled at that time and you would be under no further obligation to NorthStar. Warm 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 is satisfactory to me. I absolutely appreciate the decision which takes into consideration the customer in terms of the contract.
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]

Complaint: [redacted]
I am rejecting this response because:
I am willing to stay with North Star, although your company sent reps out and said that your company had bought out Monitronics. How many months do we have?  Can we start now, so my credit will not be hurt any further?  I was in the hospital for 3 weeks, and the check was cashed by my wife because it said nothing about why we got the check.  Monitronics now said that we have to pay $2200.00, as they came back out after you reinstalled your unit, saying that you had decided to not want to buy out my contract.  I will need your help in convincing Monitronics to hold me to the amount of the check of around $635.00.  If you cannot help me with this,   then I will have no other recourse, but to seek help from an attorney to chancel both companies as both companies lied to us.  You need to let me know how you want to deal with this, after all I am disabled, and can not afford to pay for 2 security companies.  But I do need a alarm system.  Thank-You [redacted]

We were supposed to receive reimbursement for $600 deductible. Northstar said they sent it out on Wed March 23. Its now April 1st and we have yet to receive it in the mail. We will continue to wait until further notice. Regarding cameras they were to install, we scheduled an apt for March 28. My husband took the day off. They didn't show up. My husband called the office just to be told that they did not have the equipment on hand and wouldn't until today Apr 1.
Thanks,
[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]

Complaint: [redacted]
I am rejecting this response because: If I did speak with a manager, I was not made aware of it. Every time, I was specifically told that managers were not available to speak with me, only supervisors.. I have called many times and have tried to explain what is wrong with the system. In addition, many reps or supervisors were very robotic and didn't really care as to what was going on with my situation, but were certain that I could not cancel and seemed more concerned about that. During the phone call with Spencer, I was told what to say, but was not told by spencer about the 60 month contract, which makes a difference; during the call, spencer and my husband were speaking as well as my son was speaking and running around all in from of my, and I was distracted and was really just wanting to get off of the phone because it was late and it was dinner time! Therefore I was not understanding and or not aware about the 60 month contactB of the 3 day cancellation fee because before spencer left, he left his phone number and a paper to which he did not explain about the 60 moth contract or the 3 day cancellation fee. I had no recollectionof half of what was asked of me and said during that call which is why I requested the call.  Once again, as I've mentioned many times, the system that you sold us we were told was going to work one way, and it has not worked that way. Therefore, because the system is not working the way we were told it would, not how I'm expecting it to, but how it's supposed to work and it's not, I feel that we were bamboozled and therefore am asking that the contract be cancelled with no fee. To be clear, we were told that the process of how the alarm would go off would be a certain way; it would do a 45 second countdown and that doesn't happen. Maybe once it happened which is so random proving that the system is faulty. Wewere told that we'd be contacted through the systems intercom if the alarm goes off after the countdown and that has maybe happened once. Instead, we get a call from northstar, because the alarm does no countdown but just goes off due to your system not working how we were told it would, which is frustrating and an entire process that I hate going through especially having a toddler to look after. We feel more scared of the alarm system than we do of getting robbed because should we not answer the phone, which had happened to me, the police will be called and potential fees will be charged. No one should have to go through that almost every time they open the door! I don't want anymore northstar reps in my home and I don't feel I should have to go through a "repair" tech already when we just got the system! No one should have to go through this which is why I feel that you bamboozled us into getting a faulty system and that the contract should be cancelled with no fee because of these reasons. Your customer service is awful and you clearly don't care about your customers. Your sales rep was pushy, and deceptive, and lied. To avoid not having northstar call us everyone we open the door, because your system doesn't work, we simply don't use it. So you northstar have a customer that is paying for something they don't use and you don't care about it! 
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 as long as I actually receive a check. Two weeks ago one of Northstars reps called my husband and said they were sending a check, but that didn't happen, so we'll see if they actually keep their promise. If I don't have a check by the end of the week, I'll recontact you.
Sincerely,
[redacted]

Ms. [redacted], Unfortunately, until your account is brought current there is not much we can do for you. If you will please bring your account current there will be no negative impact on your credit report. Regards, NorthStar Alarm Services, LLC

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.  Thank you very much to Northstar for making right on this situation. 
Sincerely,
[redacted]

Mrs.  [redacted], I would like to apologize for the confusion you have had with your Northstar account to this point. We were able to review your account in regards to what you stated.  When a customer is interesting in Northstar they are required to complete a pre-installation survey to...

verify some information about the system and the agreement that they are signing.  In that agreement the potential customer is asked if they have a previous alarm company, and if they understand that Northstar is not affiliated with that company.  Also that the potential customer is responsible for canceling the previous alarm company.  Your response to those questions was that you understood all of that information and that you were aware that Northstar was not affiliated with Monitronics.  Based on your answers during that survey Northstar entered into an agreement with you.  We also leave a copy of the agreement with you so that you can go over the information and if you have any questions or concerns you are given three business days to cancel the agreement.  Part of that agreement details that you may be required to obtain an alarm permit with your locale police department.  I would be happy to send a technician out to your home free of charge to make sure that you are able and comfortable using the system. If you could give us a call at ###-###-#### we would be happy to set that up for you. If you have any other questions or concerns please let me know and I would be happy to assist. Best regards, Aaron

Dear Mr. W[redacted], To cancel your agreement I would need documentation showing you sent the original letter or called on or before May 12, 2015. I would need that sent to the following address:NorthStar Alarmattn: Melanie J[redacted]1280 South 800 East, St. 200Orem, Utah 84609If you did call you can provide me with the date and approximate time of the call and I call search our call records. Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

Dear Ms. [redacted],NorthStar would first like to thank you for your business. We have reviewed your complaint and have found the following details. Our records indicated that you sent in your Notice of Cancellation and your account is set to cancel on January 15, 2017. We had a scheduled automatic...

payment of $44.99 that started declining in February. See attached screen shot of payments declined labeled "U83". We have also attached a screen shot of our notes in the attempt to notify you that your payment was past due. At a certain point we have to send our delinquent accounts to a 3rd party collection agency. This agency tacks on an additional fee as part of their standard practice. That being said. according to our records you owe us 12 months at $44.99 = $539 and 3rd party adds 30% which brings the bill to $701. We will gladly settle the account for $539, and will be willing to create a payment plan.Thank you for attention in the matter.Sincerely,NorthStar Alarm

Mr. [redacted], I understand the concerns that you have but I have again reviewed your account and the signalling and am showing that it has been a good signal going back several months.  However. because of your repeated requests to cancel the account with NorthStar I am able to offer you a one time 50% buy out of the remaining months on your agreement.  I am showing that you have 17 months remaining with the monthly rate being $[redacted] which would make the full pay off amount $[redacted] so a %50 buy out of the account would be $[redacted].  If you are wanting to make that payment to cancel immediately please feel free to let me know and I will be able to arrange for the cancellation of your account.  If you have any other questions or concerns please feel free to let me know and I would be happy to address them. 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.
Sincerely,
Steven C**