NorthStar Alarm Services, LLC

Complaint: [redacted]
I am rejecting this response because:  My wish is for the contract to be terminated because of the business practices of this company.  I do not trust this company and therefore, do not wish to do any more business with this company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I appreciate the tone of Northstar's offer but I do not think it goes far enough. My records show that I was charged and paid  $67.10 per month from October 2016 through May 2017. As stated in my initial submission, the company failed to fulfill any of the promises made, and consequently, I made total payments of $536.80 for inadequate services. I request to be made completely whole and submit the following counter-offer:in addition to the offer made, I request refund of all monies paid to date. Since I am holding a Northstar check made payable to me in the amount of $671.50, I will cash this check and immediately submit a check payable to Northstar for the net amount of $134.70.With the approval of this counter-offer, I will consider this matter to be closed.Sincerely,
[redacted]

Dear [redacted],NorthStar has reviewed your account, and would be glad to help you out. After speaking with our Retention manager he mentioned that we will gladly switch out your outdated 2G Cell radio for new radio and get the technician out to your house at no cost to you. We will also gladly credit...

off the months of service that your system was not working. Should you have any questions regarding this resolution, please contact us at 844.822.7827 ext 1900.Sincerely,NorthStar Alarm

Dear Mr. [redacted],NorthStar would like to thank you for your business. We have cancelled your account and have requested a refund for $149.97 to be deposited back in your account. Please allow 7-10 business days for this to reflect your account. SSincerely,NorthStar Alarm.

Mr. [redacted], Once again, it is not NorthStar’s policy to ensure that a transfer is finalized.  If the correct documents and forms have been sent out regarding any change of the agreement once they have been sent we have to rely on the receiving party to complete them at which point they are automatically sent back. NorthStar cannot force a party to take over a customer’s current agreement. We can verify that we were in contact with Mr. [redacted] regarding the account via both phone as well as email. For reasons unknown to NorthStar we never received the documentation back regarding the transfer of service. At that time you were given multiple options to resolve your previous Revdex.com complaint such as the following.  NorthStar would have you sign a 6 month addendum (billing hold) and if the new potential account holders do not transfer it over to their name, the 6 months will be added to the end of current term of your agreement. NorthStar will give you a 3 month refund IF/WHEN the new account holders transfer the system into their name Based on all of the above information we are showing that the 6 months were added to the end of your then current term which now shows the account will cancel in November of this year. They were added after not receiving the agreement back regarding the transfer of the account.  However, in an attempt to resolve this matter NorthStar is willing to waive those 6 months as well as cancel the account effective immediately with zero balance on the account. That would mean you would be under no further obligation to NorthStar and that the account would remain closed 8 months prior to the end of your actual agreement. If you were to pay off the remaining months of the agreement it would be $398.24.  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.
As a result from talking to Jared P[redacted] from Northstar
Sincerely,
[redacted]

Ms. [redacted], I am a bit confused that you filed a Revdex.com complaint. There is a note on your account, dated August 21, 2017, that you were told your account would be cancelled, effective immediately, with no further action required by you, as soon as a written notice of cancellation was received...

from you. Please send the notice of cancellation as instructed, and NorthStar will cancel your account. Regards, NorthStar Alarm Services, LLC

Dear Ms. [redacted],NorthStar would like to thank you for your business, we have confirmation that the account has officially been transferred to the new homeowner and we have issued a credit to your bank account for $138. Please allow 7-10 business days for that to be applied to your...

account. Thank you again for your business. We wish you the best.Sincerely,NorthStar

Ms. [redacted], It appears this account was already cancelled, effective June 15, 2017, in accordance with your previous requests. This cancellation was effected more than a year earlier than the contract was due to expire as an accommodation.  There are several notes on your mother-in-law's...

account regarding the disrespect you have shown our Customer Care agents. We ask that in the future you treat our employees, and the employees of any company with which you have future dealings, with respect, as they are attempting to help you within the confines of the agreement and our policies.  Regards, NorthStar Alarm Services, LLC

Ms. [redacted], NorthStar has credited you for all charges incurred for the camera that is not working....

It appears the camera is not working because when you switched Internet providers, the new provider closed off "ports" that are required for the camera to work. According to the notes on your account, you have previously contacted your Internet provider and they refused to open all the ports needed to support the additional camera. We have corrected this issue by crediting your account for the camera which is not operable with your new Internet provider. However, NorthStar is unwilling to cancel your account completely due to the incompatibility issue caused by your Internet provider. If your Internet provider will correct the issue on their end, we will happily reinstall the camera and ensure it is working properly. Please contact our technical support department if you wish to reconnect the camera. Warm regards, NorthStar Alarm Services, LLC

Mr. [redacted], I am sorry to hear that you have not been using the alarm system that NorthStar installed in your home.  From what I was able to review on your account I am showing that you originally had the system installed at your home on August 5th 2011 and the original term of the agreement...

was for 60 months.  This was verified both on the paper work that you received a copy of as well as during a pre-installation survey that you completed.  Also it was stated that during that time your monthly monitoring rate of $[redacted]+tax would not increase. I am showing that your agreement ends on August 4th 2016 and the remaining payments you have come to a total of $[redacted].  However,  I am willing to offer you a reduced pay off of $[redacted] if you are wanting to cancel the system immediately.  You can call in to make that payment and once you send in a written notice of cancellation we will be able to cancel out your account.  If that is something you are wanting to do you can contact one of our customer care agents at ###-###-#### and they will be able to process that for you. If you have any other questions or concerns please feel free to let me know and I would be happy to further assist you. Thanks, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

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 have major concerns that my money will be taken and I will not receive resolution and continue to be attempted to be collected on. I need two things from Northstar:1. redaction if my information was reported to the credit bureau so that my credit is not impacted.  2. Written documentation that my account was terminated and paid satisfactory to Northstar. I am ready to pay the account in full per the agreement once I am assured I have both of these items. 
Sincerely,
[redacted]

Dear Mr. C**, I am sorry for any misunderstandings that may have taken place. To cancel the agreement we do have to receive the request in writing and it will cancel at the end of the current term. However, because of the situation I will accept this as your written request to cancel and I will...

cancel your agreement immediately.  Sincerely, Melanie J[redacted]Customer Care Manager, NorthStar Homep:[redacted] | f:[redacted]e:[redacted]@northstaralarm.com | w:www.north...⇄

Ms. [redacted], NorthStar received the documents requested, and I have authorized a credit to your account back to February, 2017. We are sorry for your loss. Warm regards, NorthStar Alarm Services, LLC

Mr. [redacted], I am sorry to hear about the problems that you have had in regards to the system that you have with NorthStar Alarm to this point.  I was able to review your account in regards to the length of the agreement as well as the false alarm fees that you mentioned.  I am...

showing that you originally signed your agreement with NorthStar on November 28th 2012 and that the initial term was for 60 months.  During that time NorthStar would monitor the equipment that was installed in your home, and in the event that an alarm was triggered we would notify the proper authorities to respond if needed. I am not showing and problems with the system that would have caused a false alarm, the false alarm fees are not charged to you by NorthStar they are charged by the city.  However,  If you would like to you can send us a copy of that false alarm fee and we will be able to further review to see if that is something that potentially we would cover for you.  You can either mail that to us at 2180 South 800 East, Suite 200 Orem, UT 84097 or you can fax it to us at ###-###-####. If you have any further questions or concerns please feel free to let me know and I would be happy to address them. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Mr. [redacted], We are sorry to hear your desire to cancel your service with NorthStar. We were able to review the notes and calls in regards to your cancellation requests. We do see that you spoke with Conor and Jake in regards to your desire to cancel and that you did send in a written notice...

to cancel the account. We were able to locate that notice as well as the date that it was received.  We have gone ahead and authorized the immediate cancellation of your account and you will have no further payments withdrawn from your bank. Warm regards, NorthStar Alarm LLC,

Mrs. [redacted], I am sorry to hear that you experienced some problems in regards to the service that you have with NorthStar.  I was able to locate and review your account in regards to the information you states.  I am showing that you have been working with a manager in our customer...

care department and that they were able to get everything resolved for you. They have also requested a field service professional give you a call to arrange a time to come out to the home and install those additional cameras. If you have any other questions or concerns please feel free to let me know and I would be happy to further review your account. Best regards, -- Aaron

Complaint: [redacted]
I am rejecting this response because:this is the same excuse I have received for the last 3 months. There is not a definitive timeline and this may take a year which is what it's left on the contract. As stated in my complaint I already complied with my part of the contract to terminate it.
Sincerely,
[redacted]

[redacted], I am sorry to hear that you have had a problem with your alarm service from NorthStar. I was able to locate and review your account in regards the the beeping that you mentioned you were experiencing.  I am showing that you were able to get in contact with your Technical Support...

team and that they arranged a time for someone to come out to your home.  I am showing that visit took place yesterday and they replaced the cellular chip inside the panel that was causing the problems.  They tested the entire system and found no other problems and everything should be working once again for you.  Because the issue has been resolved we will not be cancelling the account. If you are still having any problems with the system please feel free to let me know and I would be happy to further assist you. 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]