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 would like to be contacted at the end of the 36 month period to discuss renewal in writing.  It is unreasonable for me as the client to remember 36 months from now to contact the business.  A representative coming to the house to discuss future business with this company is the preferred action.  I will decide at that time whether or not to continue service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did send NorthStar the paperwork they are describing. I was not contacted at all before being sent to collections. I was also told by NorthStar that the issue would be resolved when I sent in the doctor's note, which was sent back in September. I heard nothing since then which made me think the issue had been resolved and then, out of the blue, I get a letter from collections. 
Sincerely,
Rose L[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]

Dear Mr. [redacted], NorthStar has made arrangements to cancel your account. Our customer care department will be reaching out to you to finalize the cancellation, and to make arrangements for you to return or void the check you received. We apologize for the inconvenience. Warm...

regards, NorthStar Alarm Services, LLC

Mr. [redacted], We are sorry to hear about the problems that you have experienced with the cameras in your home. We were able to review the account details as well as those that you provided in your complaint. In an attempt to resolve the ongoing issues with the cameras we will have someone reach out to...

you in order to calculate a refund for the time the cameras are not working, they will also be able to remove the monthly charge for those cameras as well. Should you have any further questions they will be able to assist you with those as well. Warm Regards, NorthStar Alarm Services LLC,

Mrs. [redacted], I am sorry to hear about the problems that you have experienced in regards to your service with NorthStar.  I understand that you have moved and have some questions and concerns about cancelling the original agreement that you signed. I am showing that you have been a...

customer with NorthStar since July 11th of 2013 and that you called in April 15th of 2015 inquiring about cancelling your service with NorthStar because you were going to be moving.  During that conversation the NorthStar representative explained the different options available to you in order to cancel the agreement and also advised you to send in a written notice of cancellation, you stated that you would look into those options.  The next time you called in was September 28th stating that you had sold the home and would see if the new home owner wanted to take over the system. Your son then called in later that same day stating that you had moved to assisted living and would send in the written notice and proof of living. We did receive the documentation stating that on the 1st of October.  I will be processing the cancellation of your agreement with NorthStar effective the day that we received that notice and you account balance will be $0 and you will be under no further obligation to NorthStar. If you have any further questions or concerns please feel free to let me know and I would be happy to answer them. Best regards, Aaron C[redacted]Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:[redacted]@northstaralarm.com | w:www.n...⇄

Complaint: [redacted]
I am rejecting this response because: The salesman gave me false information. The salesman stayed that I had 4 says to cancel and that the trial period didn't start until the next business day. The call logs you have shows that there was contact on the 7th. This was said to me by a general manager and a salesman as both of them gave me the pitch. If it was only 3 says then they said 4 just to lock me in knowing that I would not be satisfied. As per the flaws in the system .They are there. Only half of my home is secured but I am paying full price. This has been a terrible experience and I am hoping that this can be corrected and the questionable business practices can be improved . I now understand why they have been ignoring my calls .Because they have me a date that was not truthful. 
Sincerely,
[redacted]

Mr. [redacted], The contract you signed with NorthStar contains an auto-renewal provision. That provision requires you to provide us with written notice at least 60 days prior to the expiration of the contract term. Unfortunately, we did not receive a notice of your intent to cancel so your account...

renewed. Although the contract is binding, as an accommodation, NorthStar has terminated your account and written off the outstanding balance. We hope that you consider NorthStar in the future for your security and home automation needs. Warm regards, NorthStar Alarm Services, LLC

Ms. [redacted], We are very sorry to hear that you are unhappy with the service, and understand your frustration about having been transferred to Monitronics. If NorthStar were to bring your monitoring back, would that resolve the concern? We want to ensure you have a pleasant experience with...

your monitoring service. Also, if you could attach the contract you have showing a 36 month term we will review it. Warm regards, NorthStar Alarm Services, LLC

Ms. [redacted],While NorthStar followed through with its standard collections process. We will honor your request to cancel the account with a zero balance. NorthStar will remove the debt from the collections agency. Sincerely,NorthStar Alarm

Company will be contacting customer this week to discuss payment options and removal of matter from collections. Sincerely, NorthStar Alarm Services, LLC

Mr. [redacted], We are showing that you previously filed a Revdex.com complaint on April 10th 2017 Complaint # [redacted] in regards to the same issue. In that complaint we are showing that the options related to you selling the home were explained to you, and that at that time NorthStar was waiting on the new...

home owner to complete the takeover of the agreement. For whatever reason the person who purchased your home elected to not take over the remainder of the agreement, which is within their right to do. It is also not NorthStar’s responsibility to ensure the new owner takes over the system. NorthStar is able to assist with the paperwork and the change in account information over to the new owner but we are not able to demand the new owner completes the paperwork. If the new owner of the home elects not to transfer the service into their name then the agreement remains in your name regardless if you have moved from the home. We are showing that as part of that process you were granted a 6 month billing hold where you did not have any payments on the account while the conversation with the new owner was taking place. Once it was determined the new owner would not be assuming the account and the 6 month had ended the billing resumed, and the 6 months were placed at the end of your original agreement. At this point on your account we are showing that you have a new residence in Florida where we could install a system, and continue with the remainder of your agreement. You may also be eligible for a full system upgrade where you would not be charged for the new system at the new location. If you are wanting to have the account at the previous home cancelled we are showing at this time that you would be responsible for the early termination fee of $321.93 based on the length of time remaining on your agreement. Warm Regards, NorthStar Alarm Services, LLC

Mr. [redacted],NorthStar would like to thank you for your business, we are sad to see you leave. We will cancel your account as requested. Sincerely,NorthStar

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,
Ana R[redacted]

Ms. [redacted], Safe Security instructing you to file a complaint with the Revdex.com to resolve the issue they caused for you is inappropriate. Their sales person should not have set you up with a new service without verifying the amount still owing to your prior alarm company. We...

are very sorry to hear that you have chosen to switch security providers. However, your contract with NorthStar does not end until October of 2019. We would be happy to reinstall your NorthStar system at no cost to you, and to take action against the individual at Safe Security who put you in this predicament. You should never have been duped into switching providers during your existing contract. Sales agents in this industry are trained never to put customers in this situation. If you would please send us the name of the individual at Safe Security who did this to you, we will take appropriate action. In the meantime, if Safe Security does not pay the remaining balance on your NorthStar account, they should have the decency to arrange to remove their system and refund any amounts you have paid to them.  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]

Mrs. [redacted],  After further review of your account with NorthStar we have elected to comply with the requested cancellation of your service.  Your account will be cancelled with a $0 balance and you will be under no further obligation to NorthStar.  We will send you a return label to send the equipment back to us and upon receiving that your account will be closed. If you have any questions or concerns please feel free to let me know and I would be happy to further assist you. Best regards, Aaron

Mr. [redacted], Per our conversation previously I have gone ahead and processed the cancellation request for your account.  You have a 0$ balance with NorthStar and you are under no further obligation.  If you have any further questions or concerns regarding your account 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: I do not trust that the system issues have been resolved.  I had been assured since December 2016 that the issue was resolved, but as of July 13th, even after receiving notice in writing on July 11 that the issues were resolved, they were not.  I request to be released from the contract and to have the system removed.
Sincerely,
[redacted]

Dear Ms. W[redacted], My records indicate the technician came to your home and the system is working as it should. If that is not the case please let me know. Sincerely, ?Melanie J[redacted]Customer Care Manager, NorthStar...

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