NorthStar Alarm Services, LLC

Mr. [redacted],NorthStar will terminate your account on May 15 2017 as we promised to cancel the account 30 days after notice.  Sincerely, NorthStar Alarm

[redacted], I was able to continue reviewing your account.  I am showing that you are correct we did send you a check for $[redacted] and that you did deposit the check into your bank.  That was the amount your informed us previously that it would cost to cancel your previous company and we were willing to help you do that.  However, it now sounds like you did not follow through and complete the cancellation and because of that you owe monitronics more money.  I am showing that you called and spoke with one of our customer care agents when you received the check and she explained to you what it was for and you told her that you would do that. I am more than happy to process the requested cancellation of your account if you are willing to pay back the $[redacted] that we sent you to help cancel the previous company.  I think that is more than fair because the funds were not used for the purpose that you were told.  I have attached your conversation with our agents so that you can review it where she explained to you what the check was for. If you agree to those terms please let me know and I will make the proper arrangements for you to do so. 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,
[redacted] we will pay this bill as full and final payment however I will tell anyone that listens about our terrible experience

Ms. [redacted], Your account has been cancelled. Please mail back the equipment to us. NorthStar Alarm

Dear Mr. [redacted], I am sorry for the misunderstanding. I have cancelled your account and forgiven the payments you have not paid.Please let me know if you have any further questions. Sincerely, Melanie J[redacted]NorthStar Alarm

Dear Mr. [redacted], I am sorry about any confusion that may have taken place. I show your account was cancelled and the payment that was taken out was refunded on June 2, 2015.   Response Description : APPROVED  Date Time : 6/2/2015 9:31:39 AM PDT  Merchant ID: [redacted] ...

Transaction Type: eCheck Credit  Total Amount $: 54.11  Name: [redacted]/Alex  Company Name: Alex [redacted]  Response Type: A APPROVED  Response Code: APPROVED A01  Authorization Code: [redacted]  Last 4 digits of Acc#: [redacted]  Entered by: [redacted]  Trace Number: [redacted]Please let me know if you have any further questions.Sincerely, ?Melanie [redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

[redacted], I am sorry to hear that you have experienced problems in regards to the billing on your account.  I was able to review the account in regards to the change of the monthly rate.  I am showing that on your original agreement it was for $[redacted] plus any applicable taxes and fees....

 The reason that the monthly amount recently changed was because your account is not being charged tax based on where you live.  However,  I have gone ahead and adjusted your account so that your monthly rate will be $[redacted] after the tax is applied going forward.  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:###-###-####

Complaint: [redacted]
I am rejecting this response because: this would be the third time that you have had to send a technician to my house to fix this one issue.  I cannot arm the system due to the fault. I would have to bypass the that sensor which would make the system usrless because if someone opened the door that zone would be disabled.  I had to wait five weeks to get someone to my house this last time after being told that would be out the next week because they needed to order a new lock because the one they brought with them was also not functioning apporopriately.  It has been 9 months since we transferred service for our new home and there has not been one full month of functional service on the system in that timeframe.  Obviously the technician has not had proper training on installing your systems and since there is no other technician that services our area the next step needs to be Northstar canceling our service WITHOUT penalty or our next step will be contacting local news outlets and an attorney.  I have kept all email communications I have had with employees there over this timeframe to show the lack of service.
Sincerely,
[redacted]

Dear Ms. [redacted],NorthStar has reviewed your complaint. We have attached the welcome call where you verified you understood it was a 60 month agreement. We have also attached a copy of the agreement you signed. NorthStar shows that based on your current agreement your contract expires in July of...

2018. NorthStar would be glad to work with you on lowering your current rate or getting your equipment upgraded. Please contact us if interested at 844.822.7827 and ask to speak with someone in Retention.Sincerely,NorthStar Alarm

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Mr [redacted], We have reviewed your complaint and have found the following. You completed the verbal extension on 2/25/17 with a retention agent named Tanner (see attached...

call) where you agreed to extend for 42 months with a $2 discount as well as a tech visit. The -$2 discount has been applied to your previous 2 payments however, the tech was never set up but can still be sent free of charge. Your current end of term date after the verbal extension is 8/31/2020. NorthStar believes that the verbal extension is legal, and will gladly send your tech out as promised at your convenience. Sincerely, NorthStar Alarm

Complaint: [redacted]
I am rejecting this response because: In that recording the employee doesn't state that the upgrade was for a new 60 month contract on top of the current one. That is never verbally stated. He only states that we are locked in the 49.99 for the new upgrade in our already existing 60 month contract. My husband was under the impression from the salesman it was just a free upgrade for the contract we were currently already in. I'm not sure how else I can be anymore clear in my response? He did not know we were adding on an extra 5 years to our existing contact. It was a huge mistake and misrepresentation of the salesman obviously and we are respectfully requesting to be let out of the remainder of this contract please. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You didn't reply to my complaint at all.   Legally my spelling is [redacted].  I spell my name [redacted] for all other purposes.Why does that even matter?  I'm asking you to deal with the problem not the spelling of my name...Also, your company stated when we signed up that they were a subset of [redacted], part of the company, just a different branch.  Which is a LIE. Every aspect of service has been a lie.  Do you look at your reviews? There are a massive amount of reviews having this SAME complaint.  I'm not the only one.  Giving you my [redacted] agent name will in no way solve my issue with your company, so I see no point.  Thank you though for your interest in that over solving the problem at hand. [redacted]  
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]

Ms. [redacted], I have attached the addendum you signed, as well as the confirmation call confirming your understanding that you had signed a 60 month extension in exchange for new equipment. We are confident you will enjoy this new equipment and your continued experience with NorthStar. Warm regards, NorthStar Alarm Services, LLC

Dear Ms. [redacted], NorthStar will gladly cancel the renewal, and will cancel your account after the initial term expires in June of 2018. Please send a written request to cancel the account end of term and we will process it for you. Thank you for being a NorthStar customer.Sincerely,NorthStar Alarm

Ms. [redacted], We are sorry to hear about your desire to cancel your agreement with NorthStar due to your move. We were able to review your account in regards tot he cancellation request as well as the notice that you sent in.  We are showing tha tthe notice has been processed.  The...

account is currently set to cancel in August of this year. We are showing that your original agreement with NorthStar was set up in August of 2014 and the initial length was for 42 months. However, when you moved you did a 6 month billing hold on the ccount. Those 6 months were then added to the end of your agreement making it 48 months in total. We would be happy to have some one contact you in regards to options to move the system to your new home, or to send you a copy of the agreement if you still want to have the account cancelled. In order to process the cancellation of the account you would be responsible for the early termination fee that would have to be paid to close out the account. 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.
Sincerely,
Devilla [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]

Mr. [redacted], NorthStar no longer has authority to make changes to your account. It appears your greatest concern has to do with your suspicion that your credit card has been compromised. Whether or not that is true, any such compromise was not effected by NorthStar. Your concern needs to be directed to the company which now holds your contract. We apologize for the inconvenience, and wish there was something we could do to assist you. Regards, NorthStar Alarm Services, LLC

Mr. [redacted], The billing department should be reaching out to you soon, if they have not done so already. NorthStar Alarm Services, LLC