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. I'm not happy with the repair response time, but I do appreciate the $25 credit to my account. I believe that is fair compensation. I do suggest that you make some improvements to your repair response time in the future. There is a reason that I have purchased an alarm system. It is to protect my home 24 hours a day. When it fails, my home is not being protected with the service that you provide. A quicker response to all of your customers would help all of us who pay for your service. 
Sincerely,
[redacted]

[redacted], I understand that previously with Vision Security that you were paying $[redacted] a month as it was stated on your agreement.  Also in that agreement it stated that amount may have applicable taxes which were never added to your account.  Your account was supposed to have been charged tax since the day it was set up but was not.  When NorthStar purchased Vision the billing error regarding the taxes was corrected.  However,  because of the confusion I have adjusted your monthly rate so that it is the $[redacted] after taxes are charged.  NorthStar has no control over if an account is to be charged tax that is something that is determined by where you live and state tax rates. I am more than happy to credit your account the appropriate amount of money that you were charged for the taxes with out your knowledge and that will go towards your monthly rate in February.  The amount is $[redacted] which will make your February bill only $[redacted]. If you have any other questions or concerns please feel free to let me know.  If you would like a copy of your agreement to review I would be more than happy to provide you with one. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Dear Mr. [redacted],NorthStar has recently been in touch with you regarding this situation. According to my customer service representative, you agreed to installation of a new honeywell 5210 panel all free of charge and we will activate your current service agreement at your new location.  Should...

there be any discrepancies please feel free to let us know. NorthStar would like to thank you for your continued business.Sincerely,NorthStar Alarm.

Ms. [redacted], You are responsible for buying out the remainder of your contract with NorthStar. [redacted] might be willing to assist you financially. You have previously been given the buyout amount. We would be happy to terminate your contract after having received the buyout. Regards, NorthStar Alarm Services, LLC

Dear Mr. [redacted], I am sorry about any misunderstanding that may have taken place. I do show we received a call in July of 2013 about cancelling the account. As I am sure you are aware we do require a written request to cancel at least sixty days before the end of any initial or renewal term to...

cancel the agreement. However, because of the situation we will agree to cancel the account and refund June's payment. If you have any further questions please do not hesitate to contact me. Sincerely, Melanie [redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

NorthStar would like to thank you for your business. Please allow 7-10 business days for the cancellation to take affect.Sincerely NorthStar Alarm.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Again I was miss-informed and told; this was a system check NOT a 60 agreement Also let me here the tape of m confirming the agreement, you will here me ask about my 30 day trial period for the video door bell.You all (NorthSrar)  swindled me in another contract with my knowledge.I do not Want your service, your un-trustworthy

Mrs, [redacted], I am sorry to hear about the problems you have been having in regards to you service with NorthStar Alarm to this point.  I was able to review your account in regards to the information that you provided.  I am showing that the sales rep that sold you the service was...

indeed an employee at the time of the sale.  I am also showing that we recently spoke with you about moving the system from your previous home were it was originally installed.  I see that the new homeowner was not interested in taking over the account and that we have since uninstalled the system to be moved to your new home.  We just need to set up a time for that to take place.  If you are not wanting to move the system you can either pay off the remaining balance on the agreement or you can have someone else take over the remaining months and we can install the system at a different location.  You can arrange a time for that to take place with our tech support team and they can be reached at ###-###-#### and they will get that set up for you. If you have any other questions or concerns please feel free to let me know and I would be happy to address them for you.  Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Ms. [redacted],We apologize that it took a complaint to the Revdex.com to get you a response. NorthStar will gladly help you out with the repair costs by sending you a check for $150. Please allow 5-7 business days for this check to be put in the mail.Sincerely, NorthStar Alarm

Ms. [redacted], We understand from your complaint that you have sold your home and will be moving into a 55+ community. We are showing that you have 14 months remaining on your agreement with NorthStar. However, because you will be moving to a new residence we have authorized the cancellation of...

your account effective 3/2/2018.  You are under no further obligation to NorthStar Alarm. Warm Regards, NorthStar LLC,

Dear Ms. [redacted],NorthStar has reviewed your complaint, we have attached the contract for your review. You signed up on 7/24/2012 for 39 months and in the contract there was a renewal clause for 36 months which happened on 10/2015. Your account is set to end on 10/2018. We understand that you went...

with a competitor in July 2016 after you had been told your account had renewed. NorthStar would be glad to come to a resolution on the remaining balance owed. We would be willing to settle the account for $1000. Your balance currently owed is $1430.73. Sincerely,NorthStar  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px Helvetica; -webkit-text-stroke: #000000; min-height: 17.0px} span.s1 {font-kerning: none}

Dear Ms. [redacted], I see Mr. [redacted] worked with Adam, a supervisor in our customer care department, and was able to agree on the following. We will send Mr. [redacted] a prepaid shipping label and he will return the new panel and translator that was left at the home. Once we receive the...

equipment back we will cancel the agreement and no further payments will be due. Please let me know if you have any questions. Sincerely, Melanie J[redacted]NorthStar Alarm

Ms. [redacted], NorthStar will honor your request to cancel the account.  NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because:
In regards to my  complaint #[redacted],against Northstar Alarms. My account has not been credited the 48.52. I am attaching the latest correspondence I received from them,along with my response. I would agree to your 75.00 arbitration fee , if need be. I don't  want to give them anymore money for a system that does not work, nor have they shown any interest in my complaints. I await further feed back from you. Thank you[redacted]Get Outlook for AndroidFrom: keith.g[redacted]@northstaralarm.comSent: Tuesday, March 7, 5:30 AMSubject: NorthStar Past Due Balance AlertTo: [redacted]Dear:  [redacted]Cr: [redacted]This email is to inform you that your account is currently  31-60 Days  Past Due.  Your current past due balance is $97.04 .Please contact our billing department at  1-800-775-7827   or go to  http://www.northstarhome.com/customer-login.php  in order to make a payment on your account. Thank you for choosing NorthStar to Protect your home!System AdministratorNorthStar Billing Specialist1-800-775-7827mike.e[redacted]@northstaralarm.com 
Sincerely,
[redacted]

Dear Ms. R[redacted], My records indicate the NorthStar system has been removed from your house and your account is cancelled. If this is not the case please let me know. Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar...

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

Revdex.com:I have reviewed the response made by the consumer in reference to complaint ID .[redacted],  and agree to arbitration in order to avoid this complaint being marked unresolved.

Complaint: [redacted]
I am rejecting this response because:
Hi :) I am incredibly sorry to bother you again but I have no idea what else to do about Northstar alarm. I have a complaint on file with u that has been "resolved" ..... only it hasn't because Northstar has not followed through with what they said they were going to do. My file number is [redacted]. I have contacted Northstar twice about reimbursement and they always tell me they are in the process of doing it......... they then tell me to check back at a later date. I just don't understand how no one in that company can ever follow through with ANYTHING!  I'm sincerely concerned now that these people are considering artists?!?!?!?!?!!? And I find it amazing how suddenly after I contact the Revdex.com things seem to at least START to happen............ again, i'm truly sorry to contact you again about this:(So greatful, [redacted]

Ms. [redacted],We understand you are having an issue with your agreement with NorthStar. After further research, your original 60 month agreement which started 10/4/2012, will end 10/4/2017. I have attached a copy for your review. On March 22, 2016 we lowered your monthly rate to $42.99 and in...

exchange you verbally extednded your agreement with Northstar for an additional 36 months from that date. Also, lastly we he have notes on your account that you switched to a competitor. We are sad that you have chosen to leave us, but we feel that we have lived up to our end of the agreement. Usually in this case, the competitor will offer to cover the remaining cost of service for the remaining months of service. Should they not agree to help you with this we would be glad to re-install our system and you may cancel your service with them.Sincerely,NorthStar

Mr. [redacted],NorthStar understands that you have had a few issues with your alarm system, and we are sorry to hear that you are not a satisfied customer. NorthStar will honor your request to terminate your agreement. However, if you would give us a second chance we would like to offer you a reduced...

monthly monitoring rate of $35.99. Please respond to which option you would prefer. Sincerely,NorthStar Alarm

Dear Mr. [redacted],Thank you for being a valued NorthStar customer, and thank you for fulfilling your initial agreement. We will honor your request to cancel the extension. Please allow 5-7 days for this to reflect on your account.Sincerely,NorthStar Alarm