NorthStar Alarm Services, LLC

Mr [redacted], We are sorry to hear about the confusion regarding the billing charges on your account. We are showing that you recently had a onsite technician in the home to resolve a problem with your skybell and that is where the charge came from. Any time an onsite technician visits a home...

there is a standard minimum fee of $35, however we have gone ahead and reversed the charge back to your account and you should see that in 7-10 business days. Warm Regards, NorthStar Alarm LLC,

Ms. [redacted], We sincerely apologize we were unable to correct the technical issues you had with your system. Your account has been cancelled with no further financial obligation to NorthStar. Best regards, NorthStar Alarm Services, LLC

Ms. [redacted], NorthStar has contacted the third party monitoring service in order to bring your monitoring back to NorthStar. This is being done a significant expense to NorthStar, but we are willing to do so because we want to ensure you are satisfied with your service. Again, we apologize for your frustration, but we have done what you asked of us because we value you as a customer. Best regards, NorthStar Alarm Services, LLC

Dear [redacted],NorthStar would like to apologize for your dissatisfaction with your service. We are sad to hear that you have had emotional stress in regards to system. Unfortunately, you signed an agreement that states NorthStar is not responsible for repairs to the area where the system was...

installed, after the customer chooses to cancel the remove the system. Sincerely,NorthStar Alarm

Dear [redacted], NorthStar apologizes for the confusion. We will be cancelling your account.  Please accept our apologizes as you have been a valuable customer. 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.
Sincerely,
[redacted]

Mr. [redacted], We are sorry to hear that you have moved and are wanting to cancel your service with NorthStar. We were able to review your account in regards to the details you provided.  We are showing that you have spoke with two of our account managers in regards to the move and desire to...

cancel the account. They have explained to you the contract details in section 1.1 that covers the cancellation policy as well as the auto renewal. At the time you spoke with them the account had already entered the renewal period and you had never spoken with anyone before regarding cancellation. Those representatives mentioned that we could move the system to your new home free of charge and should you move in the future also place a second free move on the account to move the system a second time if necessary. If you are not wanting to move the system to your new home and continue with the service, I have gone ahead and authorized a %50 buy out of the remainder of your agreement.  I am currently showing that you have 14 months remaining on the account which would place the pay off amount at $696.92 based on your current rate of $49.78.  I have approved to lower that pay off amount to $348.50 in an effort to make sure we get this resolved for you. You can make that payment at any time by contacting our billing department or by mailing in a payment to us as well. Once that payment has been processed and confirmed the account will be closed and your balance would be $0. Warmest regards, NorthStar Alarm Services, LLC

Mr. [redacted], We are sorry to hear about your desire to cancel your service with NorthStar in regards to your move. We are showing that we received the documentation showing that you moved on the 15th of Nov at which point the account was set to cancel. Since the documentation was received you...

have not been charged and therefore no refund is warranted on the account. Your account status is closed and you are under no further obligation to NorthStar. Warm regards, NorthStar Alarm LLC,

Mr. [redacted], I am sorry to hear about the confusion you have experienced in regards to your service with NorthStar.  I was able to review your account in regards to the verbal extension that you mentioned in your complain and am showing that it was sent to you in error and that you had...

not agreed to a verbal extension.  However,  I am showing that your account does qualify for some discounts and upgrades at this time.  If you are interested in more details about those you can reach out to our customer care department at ###-###-#### and they will be able to further assist you in that regard. 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...⇄

Ms. [redacted], We sincerely apologize that you have had frustration with the monitoring services of Monitronics, and that we failed to follow through on a promise to bring your monitoring back to NorthStar. We have reached out to Monitronics today, and they agreed to send your account back to us....

That process can take as much as 30 days, but we will ensure this occurs. Warm 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. Let me know who I need to call so that way they know that we agreed on this. Thanks,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They were deceptive when the salesperson told us the contract was for two years. I guessing whoever that person was is long gone.
Sincerely,
[redacted]

Dear Ms. [redacted],NorthStar would like to sincerely apologize for not cancelling the account in Oct 2016 as promised. It was truly a clerical mistake and we had all intentions of cancelling the account. Your account will be cancelled by the end of the work day today 12/5/2016 with no balance being owed. NorthStar would like to thank you for your understanding.Sincerely,NorthStar Alarm

Mr. [redacted], I am sorry to hear that you are wanting to discontinue your service with NorthStar. I was able to review the information that you provided as well as review our records on your account. After review we have gone ahead and authorized the cancellation request that you made. You are under...

no further obligation to NorthStar and your account balance is $0. If you have any further questions or concerns please feel free to let me know and I would be happy to further assist you. Best regards, -- Aaron

Mr. [redacted], We would hate to lose you as a valued customer. NorthStar would be glad to offer you a lower rate at $39.99, a free service technician, and put you on a month to month service agreement. So, if you choose to cancel your account there will be no cancellation fee. You would just need...

to give us a 30 day notice. We hope you choose to stay with us. Sincerely, NorthStar

Dear Ms. [redacted],NorthStar has reviewed you complaint and here is the summary. Your initial agreement was for $49.99 for 60 months which ends on May 2017. On April 11, 2016 you verbally agreed to a 42 month extension which lasts until 10/31/2017. That being said, we are willing to cancel the...

agreement on the original end of term date 5/2017 or be willing to lower your rate to $39.99 for 42 months. We appreciate your business and look forward to serving you in the future. Your original agreement is attached.Sincerely,NorthStar Alarm

Dear [redacted],NorthStar would like thank you for speaking with us today. We are understanding that you are out of town for the next few days. When you get back, please don't hesitate to call us so we can get this resolved. Please feel free to call 844.822.7827 ext 3203 and ask for...

Aaron.SincerlyNorthStar 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]

Hello [redacted], NorthStar Alarm is sorry to hear that you shut down your business. We would be glad to move the system to a new location, so you can still enjoy the benefits of the alarm system. currently, your agreement is set to end in 12 months. The total balance remaining on the agreement is...

$635.88. However, due to the circumstances we would be glad to give you the option to pay an early termination fee of $250.Sincerely, MattNorthStar

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]