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. Since my renewal was September 21, 2015, November will be the 3rd payment and will only have December, January 2016, and February 2016. I also do not want this to renewal after my last payment in February 2016.
Sincerely,
[redacted]

Mrs. [redacted], We are sorry to hear about the problems that you have experience with your equipment. We are showing that in April of this year as part of an upgrade and rate reduction you received an upgraded panel as well as a decrease in your monthly rate. In late October you once again called in...

regarding the screen being frozen on the panel and went through the trouble shooting steps over the phone with one of our technical support agents in order to try and resolve the issue without having to incur further cost to you by having someone come visit the home. After rebooting the system we were able to confirm that they panel was once again working.  The next time we spoke with you was mid-November once again about a different panel issue this time the panel was beeping, we sent you a brand new panel via mail that was pre-programed to work in your home. During the installation of that panel you were speaking with one of our technical support agents and were not able to get the new panel to power on, and the old panel would no longer work as well. The technical support agent set up a work order for someone to come to the home to diagnose the problem and explained that we allow 48hrs for them to contact you in order to schedule the appointment so they can request any equipment that may be needed.  At that point you requested the cancellation of your system instead of having someone come out to the home. You then spoke with someone from our customer care department who explained the reason for the 48hr period and then offered to call the tech to see if they had any appointments that day which you declined and still wanted the system cancelled. You then spoke with a Supervisor in that same department who explained the same details regarding having someone come out to the home. We are now showing that a tech has been to your home and replaced the faulty panel with a new working one and confirmed that they system was once again fully working.  Because the system was not working for a month while you were trouble shooting with our technical support team and then waiting for a field technician to come to your home we would be happy to place a 1 month credit on the account for the month of December to make up for the time you paid while the system was not working. Warm regards, NorthStar Alarm LLC,

Dear [redacted], We are sorry that we did not get back to you as you were promised. After further review of your account and situation, NorthStar feels that the free installation of your cellular upgrade in addition to a three months credit was a fair resolution. NorthStar will gladly add an additional 2 months credit for a total of 5 free months free monitoring. The end of your monitoring agreement is in April of 2018, which leaves only 10 months of paid service for your account. Should you be interested in upgrading your equipment at a discounted rate please feel free to contact one of our account specialist @ 844.822.7827 ext 2300.Sincerely,NorthStar Alarm

Mr. [redacted],NorthStar would like to thank you for your business. After reviewing your account we did receive your Notice of Cancellation, and will cancel your account as request. We apologize this was not handled differently. Please allow 5-7 business days for this cancellation to reflect your...

account.Sincerely,NorthStar Alarm

Dear Mr. [redacted], I would like to apologize for any misunderstandings that may have taken place. Our technicians are only licensed to install the NorthStar alarm, therefore, they are unable to reinstall any other alarm company's equipment. Sincerely, Melanie [redacted]Customer Care...

Manager, NorthStar Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

Dear Mr. [redacted], We believe this matter has been resolved. If you have any additional concerns, please contact our customer care department. Best 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.
Sincerely,
[redacted]i do believe that this company tricked me . This company basically stole money from me for 2 years and they should pay it back. I am eating my options for a law suit

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

Mr. [redacted], Thank you for reaching out to us about your concerns with your alarm service. We would be glad to remedy the issues that you are having with possibly alternate equipment that perhaps could better meet your needs. We will also gladly reimburse you for your false alarm fees that you...

have incurred. Please allow us to send out a technician free of charge to reassess your needs and retrain you and your family on the system. We will have a supervisor reach out to you to discuss. Sincerely, NorthStar Alarm

Mrs. [redacted],I am sorry to hear about the problems that you have had in regards to your account with NorthStar Alarm so far.  I was able to review your account in regards to the concerns that you mentioned and was able to work towards a resolution for your account.  I am going to be...

returning your account back to NorthStar so that you will once again be monitored and your account information managed by us.  I will also be happy to lower your monthly rate down to the discounted rate of $44.99. 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

Dear Ms. J[redacted], My records indicate this has already been taken care of with, Adam C, a team lead in our customer care department. If this is not the case please let me know. Thank you, Melanie J[redacted]Customer Care Manager, NorthStar...

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

Mr. [redacted], We are very sorry you have experienced some confusion in regards to your agreement length with NorhtStar. Before any customer is installed they are required to complete a telephonic pre-installation call to verify that the agreement details are set up correctly.  We were able...

to locate that call in regards to your account, and did verify that your account was set up under a shorter length instead of the standard 60 months. We have gone ahead and updated the correct length and will have one of our account managers contact you in regards to your request for cancellation. Warm regards, NorthStar Alarm Services, LLC

Mrs. [redacted], We are sorry to hear that you are wanting to cancel your service with NorthStar. Upon review of your account we are showing that you have already spoke with one of our account managers regarding cancellation and they were able to previously lower the amount of months remaining on...

your agreement.  We are showing currently that you have 16 months left on the account but that the manager approved to cancel the account in 60 days upon receiving a written notice from you. You reference a problem that you are having with your system but we are not aware of any problems that you have had and received a test signal as recently as 10.6.17, there is mention that you have removed the system from your home but that would be up to your discretion but would not mean the account would be cancelled. I have included a copy of your agreement which details the cancellation process.  Per the policy we require written notice of intent to cancel at least 60 days prior to the end of the initial agreement term or the account will renew for an additional 18 month at the same rate.  Because we never received written notice on your account it was renewed, however in an attempt to resolve the request for cancellation we have authorized the account to be cancelled after the required 60 day notice. You can send in a written notice via mail or you can send it to [email protected] in order for it to be processed.  If you are experiencing any problems with the system our on site technical team would be happy to assist you with diagnosing any problems that you are having. Warmest Regards, NorthStar Alarm LLC,

Mr. [redacted], I am sorry to hear about the experience that you have had with NorthStar so far.  I was able to review your account in regards to some of the problems that you mentioned you had experienced.  I am showing that we sent you a check in December of 2014 in the amount of...

$[redacted] to assist you with paying off your account with Monitronics in order to cancel the account with them.  I am also showing that because the system had removed the previously to us sending that amount to you we scheduled a technician to come out to your home and re-install the system because you elected to stay with NorthStar and confirmed that with one of our representatives in February 2015. I am not showing any further notes on the account in regards to your request to cancel or what other problems you may be having in regards to the system or your account.  I would be happy to further review your account and make sure we get everything taken care of if you could provide me with further information in regards to the problems that you may be experiencing. Best regards, Aaron

Ms. [redacted], NorthStar regrets losing you as a customer, however we will honor your request to cancel the agreement. Sincerely, NorthStar

Mrs. [redacted]We are sorry to hear about the confusion you have experienced in regards to the billing and charges regarding your service with NorthStar.  After reviewing your account we are showing that the payment date has been moved permanently per your request. I am showing that we do have a...

refund pending in the amount of $33 to be sent back to your bank account for the earlier charge in October, because that is being sent back to a checking account that can delay the refund process and take a little more time to be completed but it should be showing up in your bank account in the future. I am showing that you have a payment pending on the 12th of the month for the normal monthly rate as well as the $33 activation portion.  We have gone ahead and credited the account $70 that was offered to you originally and applied that to the balance that would be paid on the 12th. After the credit is applied you will have a payment of $29.49. Starting in November you will have your normal monthly rate each month as the activation will have been fully paid. Best regards, NorthStar Alarm Services, LLC

Ms. [redacted],NorthStar apologizes for the inconvenience that you may have suffered. We will gladly remove the charge for $260 of equipment. Thank you for your continued business, and please contact us if we can help you in any other way.Sincerely,NorthStar

Mr. [redacted], We are disheartened to hear you have had a frustrating experience with your move. Reading through your narrative, it appears the remaining issues surrounding the transfer of your system to your new residence have been resolved, and you were given a free month of service as well as...

new equipment at your new residence at no cost. We hope you are enjoying your new system, and apologize that the process was not as smooth as it should have been. However, we are unable to cancel your remaining contract term. If you experience any problems with the new system, please do not hesitate to contact our Customer Care or Technical Support departments for assistance. 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.
Sincerely,
[redacted]

Ms. [redacted], We apologize for the inconvenience and the delay of your refund. It usually takes between 7-10 business days for the transaction to take place. I've pasted the confirmation of the refund below. Response Description : APPROVED Date Time : 8/16/2016 3:34:27 PM PDT Merchant ID:...

[redacted] Transaction Type: eCheck Credit Total Amount $: 162.50 Name: [redacted] Company Name: [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 feel free to contact us again if it doesn't process in the next day or so. Best, NorthStar Alarm