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. BUT, by the way I DO NOT have an alarm service with another company and that is a lie.  I was told I have an alarm service with [redacted], but I actually don't, and I am looking into that.  I have no idea where that even came from.  But, thank you for cancelling my contract as requested over a year ago.  It's appreciated.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.
This response is also based on updated email from the company stating nothing negative was reported to the credit bureaus.  ----- Forwarded message ----- From: "Keith G[redacted]" <[redacted]> To: "[redacted]" <[redacted]> Subject: NorthStar Past Due Balance Alert Date: Tue, Jul 26, 2016 11:22 AM I have no document to send you, however, the only time that anything is reported to credit is when the account is cancelled and sent to a 3rd party collections agency. Your account was not near that point.
Sincerely,
[redacted]

Dear Mr. H[redacted], I can assure you your complaint against the sales representative has been passed on to our compliance committee and action has been taken with the sales representative. I am again sorry for the manner at which he may have entered your home. Your account has been cancelled and all personal information has been destroyed.Sincerely, ?Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]e:[redacted]@northstaralarm.com | w:www.north...⇄

Complaint: [redacted]
I am rejecting this response because: I never received any type of communication: phone, email, or letter from NorthStar  indicating that the contract was going into Auto Renewl. As requested in my initial email sent to [email protected] (which no one ever responded to) Please provide me documention where I executed a contract that outlines these details in paragraph 1.1.Additionally I did have a conversation with someone using the "chat" feature on the website and let them know I was going to cancel, they are the ones that told me to call and cancel 30 days in advance, which is what I did.In 60+ months of being a loyal customer I never received any type of communication from NorthStar, not a single "thank you card" or "refer a friend", or anything about my contract. I receive letters like this from my phone carrier and internet carrier all the time. I am honestly trying to make things right and ethical. I am familiar with Auto Renewals and with my current rent company, cellular phone company as well as my internet company the Auto Renewal is month to month. An 18 month auto renewal is very uncommon and the customer should be notified in advance (especially after a 60 month contract) that an 18 month additional auto renewal will be going into effect. Being a 60+ month loyal customer please can we please just cancel all services. 
Sincerely,
[redacted]

Ms. [redacted], We apologize for any inconvenience you have experienced, and for the issue with the monitoring rate on your account. We have cancelled your account, and will be reaching out to you to arrange for the return of the equipment which was installed in your home. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Not satisfactory due to the previous issues with the company but I will accept the resolution so that I can end my contract and account with them. 
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],NorthStar will reimburse you the $116.99. Thank you for being a NorthStar customer.Sincerely,NorthStar

Mrs. [redacted], I am sorry to hear about the frustrations you have had in regards to your service with NorthStar up to this point.  I was able to review the notes that you made in regards to the problems as well as the notes on the account.  I am showing that you were not billed for...

two months in Feb and Mar of last year, and in order to resolve the problems and not charge you all of the money at the same time per your request our billing department worked out a billing plan where you would pay a little extra each month until you were caught up and that you agreed to that resolution as satisfactory.  I am now showing that the past due amount had been paid so your account is once again current and up to date on billing. In regards to the sensor problems I am showing that you did call in about a problem with the basement sensor and at your request we sent you a replacement sensor under warranty at no charge.  The agent you spoke with mentioned that if you had any questions about getting it installed correctly that they could walk you through that process over the phone. that was back in August of last year.  I am showing that you did not call us again until this morning stating that the sensor was never installed.  We offered to send a tech out at the normal rate in order to install and test the sensor so that we could get it working but you did not want to pay the fee.  After reviewing the account we elected to waive the charge for the tech and send them out for free in order to make sure the system was working. I am showing that we have created a work order to have a technician to visit your home and that he will call you to arrange a time to complete the service at a time that is convenient for you.  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

Complaint: [redacted]
I am rejecting this response because: My billing totaled $[redacted] every single month when I signed up with Vision Security. It only changed without my knowledge when Northstar acquired the account. If you had intentions on changing my billing it could have been discussed for my, the customer, understanding, per my contract. As that portion of the contract was neglected by you, the provider, its clear the contract has been breached. I again would like you to cancel my service free of charge. Up charging me beyond what was agreed upon and provided to me by the original provider, Vision Security, is you, Northstar breaching my contract as I was NEVER notified before had. While your reasoning may be sound, the process chosen to collect was again a breach of contract. When a contract is breached by the provider, the customer is then placed in the position to decide if they would ignore the breach and continue the service. I chose to acknowledge the breach and again express my desire to NOT continue business with you. 
Sincerely,
[redacted]

Mr. [redacted], Your contract with NorthStar contains an auto-renewal provision, and explains the cancellation procedures. This term is standard in the security industry. It appears we have previously offered to cancel your account early as an accommodation. We have set your account to cancel in 60...

days.  Warm regards, NorthStar Alarm Services, LLC

Mr. [redacted], We are sorry to hear you remain dissatisfied with NorthStar. Please understand that the free equipment you were provided is done at a substantial cost to NorthStar. So the offer of a free months' service, coupled with free equipment, is a substantial financial benefit to you. We hope you have a better experience with us going forward. Regards, NorthStar Alarm Services, LLC

Mrs. [redacted],I was able to review your complaint in regards to the miscommunication regarding your monthly rate with NorthStar.  Before any customer is installed with NorthStar they must first sign a written agreement and then also complete a telephonic survey.  I was able locate your...

paperwork which verifies the Monthly Monitoring Fee of $51.99.  This is again verified during the survey where the NorthStar representative verifies the rate as $51.99 to which you responded that was correct.  I have attached both the paperwork and the phone call for you to review.I am showing that NorthStar has already credited your account for the past due amount because of the confusion. However, the cancellation of the account is not warranted as the information was verified twice before the system was installed in your home. If you have any further questions or concerns please feel free to let me know and I would be happy to further assist. Best regards, Aaron

Revdex.com:
I appreciate NorthStar's timely response. I understand that all options for moving with time remaining on the contract are outlined in the contract. However, at the time of the move and initial phone call to NorthStar, my copy of the contract was not readily available to me. Regardless of the situation, customers often rely on the company representatives to help them interpret the contract and inform them of all options when they call. I understand the transfer fee of $199 that I elected upon discovering all options during the second phone call after moving to Texas. The transfer fee was never the issue. The additional costs beyond that, time delays, and the customer service were the issues. That being said, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They may contact me at ###-###-####. I was not aware that a tech had already reached out, and am sorry I missed that call.
Sincerely,
[redacted]

Dear Mr. M[redacted], I am sorry for any misunderstandings that may have taken place. A technician will contact Ms. M[redacted] in 48 hours to schedule a time to come remove the equipment from her home. Once the equipment has been removed we will cancel her...

agreement and refund all money paid.
Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]@northstaralarm.com | w:www.northstarhome.com...⇄

Mr. [redacted],NorhtStar has recently been in touch with you to resolve the communication issue with your cell unit. We have your account set to cancel at End of Term which is May 21, 2017 as requested. Should you have any further questions please feel free to reach out to us.Sincerely,NorthStar Alarm

Ms. [redacted], We have arranged to have a service technician come to your house at no cost to resolve this matter. Please let us know if there is anything more we can do. Warm regards, NorthStar Alarm Services, LLC

Ms. [redacted], We are sorry to hear that you are having some problems in regards to your service with NorthStar. Upon reviewing your account we are showing that we recently had a technician out to you home in March who was able to test the entire system as well as go over some features and how to...

use those with you. He was able to confirm before leaving your home that the complete system was working. We are not showing you have mentioned any problems since that visit took place, however we would be happy to have one of our technical support agents give you a call to diagnose any problem, and if they are unable to resolve it over the phone we can send a local technician out to your home at no cost to you to make sure the problem is resolved. Warm Regards, NorthStar Alarm LLC

Dear Ms. [redacted],NorthStar has reviewed your situation and has chosen to cancel the account. We will remove the debt from the collection agency, and this should reflect on the credit report as a satisfied debt or be removed completely.Please allow 7-10 business days for this to be reflected...

on your account.Sincerely,NorthStar Alarm.