This business is not BBB accredited.

NorthStar Alarm Services, LLC

Phone: (801) 373-7827 Fax: (801) 373-4027 View Additional Phone Numbers 1280 S 800 E Ste 200, Orem, UT 84097 http://www.northstaralarm.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for NorthStar Alarm Services, LLC include:

  • 324 complaint(s) filed against business
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for NorthStar Alarm Services, LLC include:

  • Length of time business has been operating
  • Response to 324 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

324 complaints closed with BBB in last 3 years | 137 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 98
Billing/Collection Issues 36
Delivery Issues 2
Guarantee/Warranty Issues 2
Problems with Product/Service 186
Total Closed Complaints 324

Additional Complaint Information

The company states they are anxious to resolve their customer concerns. Please contact the company directly at ben@northstaralarm.com. It is BBB policy to encourage consumers to attempt to resolve complaints with a company directly prior to contacting the BBB.

Customer Reviews Summary Read customer reviews

23 Customer Reviews on NorthStar Alarm Services, LLC
Customer Experience Total Customer Reviews
Positive Experience 20
Neutral Experience 1
Negative Experience 2
Total Customer Reviews 23

Additional Information

BBB file opened: April 24, 2002 Business started: 12/07/2001 in UT Business started locally: 12/07/2001 Business incorporated 12/07/2001 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DOPL - Professional Licensing
160 E 300 S 4th Fl, Salt Lake City UT 84111
www.dopl.utah.gov
Phone Number: (801) 530-6628

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Jason S. Christensen, CEO Mr. Adam Bailey, Director of Sales Mr. Ben Billinglsey, VP of Customer Experience Ms. Melanie Jenkins, Customer Care Manager Dan Noble, COO
Contact Information
Principal: Mr. Jason S. Christensen, CEO
Customer Contact: Ms. Melanie Jenkins, Customer Care Manager
Business Category

Burglar Alarm Systems - Dealers, Monitoring & Service

Alternate Business Names
Northstar Alarm
Products & Services

This company provides installation and service of burglar alarms and home security systems.

Industry Tips
Burglar Alarms

Customer Review Rating plus BBB Rating Summary

NorthStar Alarm Services, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of C.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1280 S 800 E Ste 200

    Orem, UT 84097 (801) 373-7827 (800) 775-7827

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/30/2015 Advertising/Sales Issues
7/27/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got this alarm system like a month ago and it has triggered the alarm once because the censor fell off because was not placed correctly called and technician was suppose to call me to schedule an appointment. He did but never showed up had to call again and was taken care of a week after. Now the system is not letting me arm it because supposedly both front and back doors are open when they are locked I called, they tried fixing it from their office didn't work and promised to have a technician call me to schedule an appointment to fix it, never called and all I want is them to let me out of the contract because their service is terrible and its been only a month I told them that and they said that I can't and if I do I will be responsible for payment of the rest of the contract which is 31/2 years.

Desired Settlement: All I'm asking is to have the chance to get out of the contract since its been only a month and there has been an issue since the very first week and they received the payment on time.

Business Response: Dear Ms. R***, 

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******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Ana R***

7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5 years ago we signed a contract with NorthStar under the impression that we could cancel at anytime per the verbal confirmation from the representative that was at our home. This was then confirmed again by the representative at our home a few nights ago. We were told the reason we sign a "5 year" contract was to lock in the rate for 5 years, but can cancel at anytime. We need to cancel this alarm. It has not worked properly in the 3 years we have had it, with numerous phone calls to them to fix. We do not receive calls back, or they ship equipment for us to replace on our own. We also have financially wasted thousands of dollars on something that doesn't work, and we can't continue to pay for. They want full payment for the length of the "contract". They also can not provide me any information or written documentation that states their cancellation policy, i.e. if cancelling homeowner is responsible for full payment for X months. They will not listen, or assist in anyway.

Desired Settlement: Cancellation of contract with no penalties, due to insufficient information and contradicting information from the company and it's representatives.

Business Response: Dear Ms. J****, 

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******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Melissa J****

7/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were verbally told we would have 60 days to try product and cancel service before the 60 days. We even asked if they would charge or fine us if we cancelled service within the 60 days. We were verbally told that even tough it doesn't say that in contract. Now we are told we are stuck in contract. This is not what we want. We want equipment removed and to end service without penalty immediate.

Desired Settlement: To have services ended and equipment returned without penalty.

Business Response: Dear Mr. W*****. 

I am sorry to hear you wish to cancel. I show you signed up on May 8, 2015 and on your agreement it states "You may cancel this transaction, without any penalty or obligation, within three business days from the above date." If you wish to cancel after the three day right of rescission you do have to pay off the remaining term on the agreement. If the system isn't working in some way we would be happy to help you fix it. Please let me know. 
Sincerely, 
?
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because: a letter with a post mark of Tuesday May 12 (with in the 3 days). Thought after they got the letter, someone from the company would come for equipment and cancel service. 

  After a while of getting no response we called and they said we were stuck in the contract. No talk of our cancellation letter being received. So we were not too worried about letter we sent because we were verbally told that we could have a 60 day trial. We were told we could have the trial of 60 days because we were NOT going to get the service till we were told we could have the 60 day trial. We did not need the 60 days because we did NOT ike the system from the very beginning,
  We did what we  were supposed to do and some where along the way lines got crossed and we should not have to pay for someone"s or something"s mistake.
  

Sincerely,

Aaron W*****

Business Response: Dear Mr. W*****, 

I do not show we received any letter from you nor a phone call within the three day right of rescission. If you did call or send a letter please send me documentation showing that so we can process it. 
Thank you, 

?
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because: I want to confirm that all I need to do is to send a copy of what we already sent . Also, to make it clear, how does the business want me to send the copy and to whom and what  address to use to ensure they receive document? 

Sincerely,

Reverend Aaron *. W*****

Business Response: Dear Mr. W*****, 

To cancel your agreement I would need documentation showing you sent the original letter or called on or before May 12, 2015. I would need that sent to the following address:
NorthStar Alarm
attn: Melanie J******
1280 South 800 East, St. 200
Orem, Utah 84609
If you did call you can provide me with the date and approximate time of the call and I call search our call records. 
Sincerely, 
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because: I want to receive a straight response making sure all I need to do is send copies of original document, sent out within the 3 day trial. I just have copies cause original documents were sent out to company on 5/12. Will copies be good enough? 

Sincerely,

Reverend Aaron W*****

Aaron W*****

Business Response: Dear Mr. W*****, 

If you called and stated you wanted to cancel or sent us your request to cancel on or before May 12, 2015 and can provide me with documentation showing this we will cancel your account. 
Sincerely, 
?
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because: I want to keep this case open till the documents I send to the company are accepted for the cancellation of service.

Sincerely,

Aaron W*****

Business Response: Dear Mr. W*****, 

I will let you know as soon as I receive the documents. If may be quickest if you can scan and send them though the BBB that way we can have everything in one place. 
Sincerely, 
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Representatives of NorthStar made false promises on the services they would provide under a contract. They promised a full security system. I received only a monitor on doors and no protection of break ins through windows in the home. I was expected to sign a contract before the system was installed and was dismayed to find myself paying $58.00 a month for only protection of my doors. They promised $2000 of equipment and I doubt the equipment installed is worth even $500. I was promised I was receiving a "promotional" offer and it would cost me $1 a day. In the end, the system provided is double the cost of true security system services in Raleigh, NC. I was told the equipment was all Honeywell products. The thermostat is not a Honeywell. I was told that a representative would come by the next day to confirm the system was working. No one came and I contacted the representative by cell with no response. I was promised a sign would be placed in the front of the home, a key deterrent in preventing break ins. No sign was installed. I contacted NorthStar rep and requested it be done and there was no response. No one came to install the sign. No one has provided me with manual on how to use my system. I was not shown how to use it. I thought the promised next day visit was the time I would be provided this information. Nothing has been provided. NorthStar sought a credit inquiry without informing me that they would inquire into my credit. Nothing was mentioned that a credit account would be started. The inquiry affected my credit report by measurable points on my FICO score. I believe the representatives engaged in false promises and deceptive tactics. The representatives are merely a group of college students working in the summer. The technician was not a security expert. I have sent by overnight, certified mail a cancellation of my contract that will be received within the 3 business days allowed by contract. I have revoked authorization for any payment for such lacking services.

Desired Settlement: I expect my cancellation of contract to be honored and no further attempts to obtain payment from my checking account. I expect NorthStar to remove the credit inquiry from my credit report for all three credit reporting agencies. I allow NorthStar 20 days to remove its equipment from my home and no date later than COB July 3, 2015. In doing so, I expect NorthStar to reinstall my existing thermostat and minimize all damaged caused by installation. Failure to do the following will result in me filing a complaint also with North Carolina State Attorney General's office as well as file a small claims action in Wake County, NC. The practices engaged by your company border on fraud and your company should not be allowed to continue doing business if you continue.

Business Response:

Dear Ms. S********,

I am sorry about all the issues you have been having with the system. I am sorry the equipment did not work the way you were told it would.

A technician will contact you in 48 hours to schedule a time to remove the equipment from your home. Once the equipment has been removed we will cancel your agreement, refund all money paid and remove any credit reporting.  

Sincerely, 

Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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7/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I had a full security alarm system installed to our home on 5/22/2015 the system was installed between 8:00-10:00 PM that night which was a Friday . We had the following installed; 2 smoke alarms, 2 door sensors, thermostat, wireless motion detector, and the main panel. Before we agreed to have the system installed I made absolutely sure that the motion detector would not be set off by our dog, I was told multiple times and it is also advertised on their web site that it is the "best pet friendly motion detector" it wouldn't get triggered by any pet 80lbs or less! The next day on Saturday 5/23/2015 my motion detector had been triggered twice within 4 hours by my dog who is not anywhere close to 80lbs. I was told by the representatives on Saturday to call tomorrow, Sunday 5/24/2015 to have someone come out and figure out what I can do since the other option of a sensor is not going to work for my home. However I was told on Sunday 5/24/2015 by another representative that I would have to call back on Monday because nobody is available to speak with on the weekends, well Monday 5/25/2015 is Memorial Day so the guy told me oh well you will have to call Tuesday 5/26/2015 then since it is a holiday no one will be there. On Tuesday I called and set up for a technician to come out, he came out on Tuesday night 5/26/2015 and moved the motion sensor down and had to move the two smoke detectors because he installed them 2 inches from another smoke detector and he had installed both new ones 4 inches away from each other doing additional damages to my home and said if it didn't work I could cancel that I had 30 days. The next day Wendsday 5/28/2015 the same technical had to come out again because the smoke detectors battery died and we where getting multiple errors after the technician left we left and armed the system in 40 minutes the motion sensor again was triggered. On Thursday 5/29/2015 the technicians supervisor Jake stopped by at 7:00 pm and I told him we still had problems with the motion detector he told me to contact him personally if it happened again, which I have on multiple occasions with no response! Every time Northstar calls to say the alarm was triggered I ask when someone can come take it back that I didn't want it! The representatives continued to give me the run around and today 6/22/2015 I was told I had 3 days to cancel my contract with them even though they gave me false information and conned me into a contract! Even still with all this I never had a chance to cancel since 3 days would have been Monday! And I couldn't speak with anyone if I had not been told 30 when the technician was here on Tuesday 5/26/2015 I would have told him to take the system and that I wouldn't want the service any longer!

Desired Settlement: I want the security system and everything it came with out of my home and I want out of the contract I was conned into. If Northstar will do that I will be willing to take a loss and let Northstar keep the first $100.00 payment .

Business Response:

Dear Ms. R****,

I am sorry about all the issues you have been having with the system. I am sorry the equipment did not work the way you were told it would.

A technician will contact you in 48 hours to schedule a time to remove the equipment from your home. Once the equipment has been removed we will cancel your agreement and refund all money paid.

Sincerely,

Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 

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7/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contact North Star Alarm Services in January asking when my contract would be ending. I was told the end of May and to call back at that time to cancel so that I would not be charged a cancellation fee. I called back in May and was told that they have no documentation of me calling in January and that my contract has another two years left!!!!! I have bundled a new security system with another company because I knew my contract was supposed to be expiring. When I tried to speak with North Star I was told to just contact my other provider and ask them to buy out my contract. This is unreasonable! I want North Star to end my contract like I was told at the end of May and not have to pay the cancellation fee. I would have never gotten another security system with a different company knowing that I had two years of my contract left.

Desired Settlement: I want North Star to end my contract like I was told at the end of May and not have to pay the cancellation fee. I would have never gotten another security system with a different company knowing that I had two years of my contract left.

Business Response: Dear Ms. J****, 

I would like to apologize for the misunderstanding. I have cancelled your account and I will refund the June and July payment you were charged, once July funds with us. 
Again, I am sorry for the frustration this caused. 
Sincerely,  
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jessica J****

7/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had SEVERAL issues with Northstar. We have been with them for 2 years. We signed a contract out of salesman pressure and deception. Our salesman told us that he was in the neighborhood upgrading keypads for our current provider at the time, ADT. He also stated that he was there to put up a new sign for us in addition to giving us new hardware. Other issues began when our keypad stopped connecting to the internet we had at the time. They told me it was not their problem and it would cost me money to have a repairman out. We had the keypad for less than a year! We also found out that our upstairs windows were NOT connected to the alarm system, even though it stated in the contract that we were to have full coverage of the house. I found this out when I opened all the upstairs windows while the alarm was set. Northstar did NOTHING to fix this for us. The installation man at one point drilled a hole into our wall then later said he would not be able to run a wire for me. So he simply put a lightswitch plate over the hole in our drywall! They were terribly unhelpful when we moved to the new residence. The installation people were not easy to work with and very very unprofessional. We quickly had problems with a door that kept setting our alarm off. I called technical support and they had the nerve to argue with me that nothing was wrong. FINALLY after begging them to send a worker out to the house, they still charged us to fix an issue that was caused by them during installation.

Desired Settlement: My wife and I would like to exit our current contract with this company and NOT pay the remaining amount. We believe this is fair because they have not provided adequate service that was stated in the contract. We also feel this way because they chose to hire a salesman who lied to our face and tricked us into signing a contract by using aggressive and deceptive practices. We have paid ALL of our monthly fees up to date but that this point we wish to not pay them any additional money and we would like to never do business with them again. It doesn't take long to check the internet for other claims against this business and it's unethical practices. This business has done NOTHING to help us with all of our issues.

Business Response: Dear Mr. W******, 

I am sorry for the issues you have been having. From what I can see your system is now working as it should, if that is not the case please let me know. I have removed the service fee, so you do not have to pay for the technician that recently came out. I have also credited you a month of monitoring so you will not have to pay for August. 
Sincerely, 
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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7/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Salesman came to the door saying Northstar had bought out our existing alarm company contract. (A LIE). Said new contract would be cheaper (A LIE). My mother is elderly and didn't understand. I am her son and didn't know what was going on. I happen to call there when tech was getting ready to install new system. I talked to him and he told me it was a local company and a cheaper rate (BOTH LIES). Something didn't seem right, so I drove there quickly. A copy of the contract was on kitchen table. The rate was $49.99, which is $14 more a month than currently paying. Tech let me talk to salesman. I told him I had to check things out before any installation. Called company to complain. CSR person (Ciera?) told me computer complaint system was down and would call me back to file it. Never did. Every level of this company has lied.

Desired Settlement: From reading other complaints, it seems like the only way to get the desired outcome is to file a compliant with the BBB. This company needs a third party to monitor customer relations and complaints. Especially with senior citizens.

Business Response: Dear Mr. M********, 


I am sorry for any misunderstandings that may have taken place. A technician will contact Ms. M******** 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******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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7/1/2015 Problems with Product/Service | Complaint Details Unavailable
7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2011 we had Northstar Alarm install a system the salesman said that NS. would take care of the equipment & any problems that may come up. We had some problems from the start. Whenever we came in the alarm would go off & the company would call us. Then it quit working & we called & they said there would be a $45.00 service call. I told them what salesman told us & they denied any knowledge of that then in 1-13 I stopped payments. & have been getting phone calls from them & 2013 Collection agency. They are still contacting me 3 or 4 times a month.

Desired Settlement: To stop all calls & letters of collection agencys. Clean up my credit reports Write off my account, they didnot hold up their end of bargain

Business Response: Dear Mr. M******, 

I am sorry to hear of issues you were having. Because of the stop payment your account has been sent to our third party collections agency, ********* ******** *** **********, and you are no longer with NorthStar Alarm.
Sincerely, 
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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7/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I SIGN AN CONTEXT WITH NORTH STAR AND AT THE BOTTOM THERE WAS A PAPER TELL YOU, IF YOU DIDN'T WANT THEIR SERVICE TO SEND BACK THE PAPER TO THEM IN THREE DAYS IF YOU DIDN'T WANT THEIR SERVICE AND I DID THAT, I TALK WITH SOME LADY ON THE TELEPHONE ABOUT, THAT I DID NOT WANT THEIR SERVIER, SHE TOLD THE TWO MEN THAT WAS OVER THE HOUSE,THEY CALL ME WANT TO COME OVER AND TALK TO ME ABOUT IT, I TOLD THEM THAT I DIDN'T WANT IT ,BUT MY SISTER WANTED, I WAS HAPPEN WITH THE ADT, THEY TALK ...........TOLD ME TO PUT MY EP IN THE BOX, I DIDN'T WANT TO , I WAS THANKING THAT THEY WAS GOING TO GIVE ME AN NEW CONTEXT WITH THE PAPER AT THE BOTTOM ,BUT THEY DIDN'T , THE FIRST CONTEXT WAS DEAD WENT I CANCER IT AND THEY DID NOT GIVE ME AN NEW ONE, BECAUSE I WOULD HAD CANCER IT TO. I HAD THREE DAY TO CANCER THE OTHER CONTEXT ALSO. THEY REASON THAT THEY DID NOT GIVE ME ANOTHER CONEXT THEY KNOW THAT I WOULD CANCER IT. THAT WAS MY RIGHT TO CANCER IT IF I DIDN'T WANT IT?

Desired Settlement: I SUPPORT TO GET TWO MONTH FREE AND 42 MONTH TO PAY FOR THE SERVICE. THAT I DID NOT GET.

Business Response: Dear Mr. P*****, 

I show your agreement is 42 months and I have credited you 2 months of monitoring. 
Sincerely, 
Melanie J******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/28/2010 when a salesman from Northstar Alarm knock on our door and sold us a five years contract for alarm system services. On 2/16/2014 our landline phone was switched to a wireless. We were not aware that with a wireless home phone , the alarm system will not work. We frequently get a FC Comm fail error on the alarm pad. On Dec. 2014 when someone called from Northstar alarm advising us to upgrade our alarm system due to the FC Comm fail. I decline the offer because we wanted to cancel the services and the end of the five years contract which is 4/28/2015. It wasnt until this time when I learned and realized that our alarm system was not quite functional but yet we continued to pay the monthly contract payment of $39.99. On 2/13/2015, I called Northstar Alarm notifying them that we do not wish to continue the services and we wanted to cancel the contract at the end of the agreement term which is on 4/28/2015. I spoke to someone and he told me to send a letter of cancellation. On 3/16/2015 , We sent a letter of cancellation of the contract ending on 4/28/2015. On 4/22/2015, We had to call Northstar Alarm to confirm if they receive our cancellation letter. They acknowledged that they received the cancellation letter and that they also send me a letter. We never received any lettter from them or any phone call. At this time Northstar refuse to cancel or discontinue our contract because we were told that we did not send our cancellation letter 60 days before the contract ends and that the Alarm services will continue for another 18 months. We will also need to upgrade our alarm system to a wireless and it will cost us $ 200.00 for the new equipment and installation and the new monthly payment will go from$39.99 to $ 44.99. We told them that we do not want to upgrade and we simply wanted to cancel the services. We were told that we dont have any option and an installer will come out. The installler called but we did not respond to his call. All we want is to completely cancel the services but Northstar Alarm refused. Since 4/28/2015 we completely stopped using our alarm system hoping that Northstar willl listen. On 6/1/2015 we received an email from Northstar informing us that our account was past due 31-60 days that our currrent balance is $79.98 despite of not using the alarm system . We think that we dont owe Northstar any money , and that we did what we could to cancel the services but its been refused by the company.

Desired Settlement: Contact the company to resolve the issue to close account and adjust the billing.

Business Response: Dear Mr. & Mrs. *********, 

I am sorry for any misunderstandings that may have taken place. Your account has been cancelled as of today and no further payments are due. Please let me know if you have any further questions. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had signed and agreed to a contract however a few years into the contract (2013 to. Be exact) I called to see how to cancel my contract and how to no longer have service. At this time the man explained that my term wound not end until the end of May 2015. I had him send me a copy of the contract, however the copy was so bad I am unable to read it. On May 20, 2015 I submitted my request to close my contract and have no more services rendered. On today's date June 18th I saw that my account had been charged yet again. So I called the company and at this time they proceeded to tell me that I needed to have turned my request in 60 days prior to the contract date of May 11th. At this time I am disgusted at the lack of information provided to me during my first call in 2013, because according to them the copy of the contract is well enough to see (however I fully disagree). Due to the lack of information during the initial call I am stuck with service I do NOT want for another 18 months.

Desired Settlement: I wish to have my request from May 20th agreed on and that service be terminated and no more bills posted on my account. I just want it to end, I do not want to be stuck paying an extra 18 month bill because an employee did not provide me the correct information on canceling the service.

Business Response: Dear Mr. *****, 

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 *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Samantha *****

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On April 27, 2015, I sold my house with the alarm system from Northstar. We were still under contract, but the buyer agreed to take over the contract for the remaining term, absolving us from any further responsibility. We had zero problems through May 2015 but on June 1, 2015, I received an email from Northstar stating I was 2 months behind on payments. I called on June 1 to ask why I received this email and I was told from a Northstar employee the problem was taken care of and there should be not further issue. But, the next day, June 2, I noticed a charge from Northstar in the amount of $54.11, which was normally the monthly fee, to which I was appropriately upset. I called and they were confused as to who I was and they had no record of said transaction. I talked to several people and no one seemed to have an answer.

Desired Settlement: I want the reimbursement of $54.11 and something in writing that says I am free and clear of said contract.

Business Response: Dear Mr. ****, 

I am sorry about any confusion that may have taken place. I show your account was cancelled and the payment that was taken out was refunded on June 2, 2015. 
  Response Description : APPROVED
  Date Time : 6/2/2015 9:31:39 AM PDT
  Merchant ID: ******
  Transaction Type: eCheck Credit
  Total Amount $: 54.11
  Name: ****/Alex
  Company Name: Alex ****
  Response Type: A APPROVED
  Response Code: APPROVED A01
  Authorization Code: *******
  Last 4 digits of Acc#: ****
  Entered by: ********
  Trace Number: ************************************
Please let me know if you have any further questions.
Sincerely, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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6/16/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5/14 I got a security system for my 93 yo mother who live alone. 4/15 someone came to her home saying they had to change her outdated equipment for her security system. They said they were moving from Utah to Fishers,In. They told her they needed a cancelled check from her, she said I was paying for her system and they assured her no money would be taken form her account. We soon discovered I was being billed for her first system and she was being billed by northstar. This is a big scam to change old peoples security systems and bill them a higher rate. Please look into this, I have heard this is done very often, I am just glad we caught it before too much time went by.

Desired Settlement: We want her old system back and a complete refund of the money paid to them.

Business Response: Dear Ms. ********, 

I would like you help you with this but I need a little more information. Will you please provide me with your mother's name and the address of where the system was installed to assist me in locating her account?
Thank you, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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6/16/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The installer hired by NorthStar is committing fraud by targeting elderly individuals making it seem as though a security system had been ordered and he had come out to do the installation. This was in fact not the case. No security system had been ordered. Not only this he did a subpar installation and left no details about how to work the system. He also lied about pricing and relied on my bad eyes and small handwriting to conceal the true cost. June 6th 2015 a man came to the door to install a security alarm. I allowed the man in the home assuming it was an order authorised by my POA. I suffer from a disorientation, severe memory loss, mental confusion and sickness related to an illness. I also have 50% hearing loss and macular degeneration in both eyes - legally blind. I have a carer, but the carer was not in that day in which Peter ***** happened to show up on. Unknowing, I allowed Peter ***** into my home and he installed a "security system" and told me it would be free and that I would pay only $15/month. Again, I assumed my POA authorised it because the man came to my home as if it had been ordered. He showed me where to sign (because I cannot see to read or the lines on which to sign without assistance) and took my bank details for direct debit. He wrote out the bank details in his own handwriting due to my inability to see what was on the bottom of the check. While he did, without an order to do so, install a "system" on the two doors in the house, the system itself was shottily installed. There are bare wires hanging loose and the system can't differentiate between the front, back, or if a window was open (even though there are no sensors there). Not only this he did not provide me with a passcode in which to turn it off or on with. He just installed and left. He did leave me with the receipt, but as I said no pass code (or if he did he didn't write it down on the form for passcodes and information). He also disconnected my phone line and unplugged my internet service that runs my tv. He left and set the alarm for me. Later the alarm went off around 9:30pm that same evening. I had no idea how to work the security system, can not see the buttons, and my phone was out of service. I endured the alarm until the police came out to affirm to the security monitors that there was no issue. Prior to that the alarm company called my sister for a passcode, but no one even knew she had a security system installed being the day prior she didn't have one at all. My state of confusion was very clear in that I gave the installer incorrect details for my security contacts that were registered with the security system operators. The sister and power of attorney tried to call me repeatedly, but the line was dead. So the Power of Attorney went out to my property at 10pm to find I had a security system again going off, but no password, no information other than a pamphlet with a bill inside with the name NorthStar Alarm Services installed by Peter *****. The number for Peter ***** was not answered when we called it. To end the alarm the POA opened the alarm and disconnected the battery. By this time my sister was again called and the police dispatched due to the alarm going off and no one being able to turn it off except the security system operators. My power of Attorney called the 1800 number for North Star which were closed at the time and was patched through to security dispatch who said they could take notes and send an emergency message. The POA was advised that this install was indeed done June 6th and the details for the incorrect name for the POA were registered as a contact at the incorrect phone number that was in fact my sister's number. The dispatch people apologised and were concerned for what had happened. They left a message to notify the company in regards to this suspected rogue installer. When the police arrived they took note of the installers name and advised working with the company to be sure this was not indeed just a very unethical employee. They also took note that if they were called out again they were not needed so that I could get some sleep. (This issue has been transcribed by the POA on behalf of the plaintiff)

Desired Settlement: Refund of any charges taken, disconnection of service and dissolution of "contract", and the fraudulently installed equipment to be removed from the premises while the POA is present.

Business Response: Dear Ms. ********, 

I would like to apologize for any misunderstandings that may have taken place. I show your account has been cancelled and no payments are due. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Devilla ********

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Northstar knocked on my 87 year old mother's house on a Saturday afternoon and talked her into purchasing an alarm system when she already had an active alarm system. I found out the next day and cancelled the contract within the 3 day grace period. I asked them to come remove their equipment which they did, but they refused to connect the previous system which was working fine. Now she has no working alarm system. I want them to reconnect what they disconnected.

Desired Settlement: I would like for them to reconnect the previous alarm system which was working just fine.

Business Response: Dear Mr. ****, 

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 *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:

That is inexcusable.  They dismantled the old system which is still in place, and even used the existing door contacts for their own system.  All they needed to do was reconnect the wiring they disassembled.

They apparently also removed the backup battery which was in the terminal box.  Also the wires on the AC power input, which was still plugged in, were touching, and the adapter got so hot it burned out, and could have potentially caused a fire in the house.

It is clear they have no intention of correcting their actions, so I want nothing more to do with them.

It seems to me that if they have the authority to dismantle a working system, it should be no big deal to reconnect it.

This just screams of incompetence and taking advantage of an 87 year old senior adult at $55/month monitoring, just so they can fill their wallet.

Beware of this company.

Sincerely,

Bryan ****

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I purchased NorthStar Alarm the sells person who's name is Mike ******* told us that if we wanted to cancel the alarm all we had to do was call the company and tell them to cancel it and we would have to pay one extra month to cancel this. When I called they said that I signed a 5 yr contract so I have honored this contract for five years now I've called some months ago to cancel it and they told me write a letter within 60 days before it expires. They got my letter May 13, 2015 saying to cancel it and now they said that they have renewed me for another 18 months because i didn't write them 60 day prior to the expiration date. I do not think this is right. I was already scammed thinking I was paying on a month to month bases when I purchased this. I just want them to do the right thing and let me cancel this because they said on May 18,2015 that they can not turn this system off and they were going to put this on my credit.

Desired Settlement: I want this company to honor my expiration date of June 7,2015. I do not want this service any longer and I do not want this on my credit.

Business Response: Dear Ms. ******, 

I am sorry for any misunderstandings that may have taken place. I show you called in January of 2015 and at that time you should have been told to send in your written request at least 60 days before the end of your term. My notes do not indicate if you were told that or not, therefore, we will cancel your agreement at the end of your initial term, June 15, 2015. No further payments are due. 
Sincerely, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Katherine ******

6/5/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On April 3, 2010, I moved to *** ******* *****, Raleigh, NC 27610. North Star alarm services was already installed and I was told by my Land Lord that I was required to keep it. I paid $39.99 a month through June 2012. The system kept going off in the middle of the night for unknown reasons. I was awakened many many times in the middle of the night to voices asking if everything was ok, and that they were getting a signal at the front door. I was extremely frightened, but I would get up every time to check the door and the door was always fine. I asked them numerous times to send someone out to check out the problem, but I was told that I would have to pay a service fee for them to come out. I told them that I could not afford to pay the service fee, so I stopped using the services altogether (stopped turning the alarm on), but continued to pay my monthly bill. I actually stayed on the phone on two occasions with North Star associates as they walked me through trying to fix the system. Each time I stayed on the phone for over an hour and the system still did not work correctly at the end of the call. The company then sent me, via mail, a big book on how to fix the alarm system myself. I am single female senior citizen, so I still wanted to have this protection service in place. I contacted another company about services. They came out and discovered that there was something wrong/defective with the sensor over my front door that was placed by North Star. I am a two time breast cancer survivor. Because of extensive medical treatment I, in past, got behind on a few medical bills. I was eventually able to pay these medical bills and also have a credit repair company to remove these bad debts from by credit report. Everything was repaired on my credit report except North Star Alarm companies reporting. They outsourced my account to an attorney’s office because they said I broke my contract by cancelling my services. I was told that I had to pay over $2000 for breaking the contract. I eventually stopped paying them because they refused to fix my defective device and I was paying for services that I was not able to use or receive, and that just wasn’t fair. I ultimately went with another company for alarm services. I made two or three $100 payments to the attorney who was handling this matter on behalf of North Star. I really couldn't afford to pay this monthly. The credit repair company advised me to stop paying them since they would not try to fix my services. The attorney’s office started and continues to call my home phone, cell phone, and work phone weekly (going on 3 years) demanding that I pay this North Star bill. I need this harassment to stop and I need this negative reporting to be removed from my credit report. No one should have to endure this treatment nor pay for services that a company refuses to make sure works.

Desired Settlement: A refund for monies paid for contract issues and repair on credit reporting

Business Response: Dear Ms. ******, 

I am very sorry to hear about the troubles you have had. My records indicate you called to get your system fixed and we did some troubleshooting over the phone and got it working, then we received your request to cancel. We would have been happy to send a technician if it wasn't working to replace the sensor. However, at this point because your account was cancelled in October of 2012 and sent to our third party collections agency we are unable to do anything with your account because you are no longer with NorthStar Alarm. 
If you have any questions you can contact Hillcrest Davidson and Associates at ###-###-#### they are the ones who have your account. 
Sincerely, 

?
******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### | f:###-###-####
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4-14-2015 ****** ** (Sales Rep from Northstar) was conducting a door to door sales presentation at the residence of ***** **** in Virginia Beach, Va. ***** **** is a Veteran of the Air Force, Current DoD civilian contractor and is disabled due to Traumatic Brain Injuries. Mr. **** was unfairly coerced into purchasing an alarm system by the high pressure sales techniques used by ****** *, despite that Mr. **** continuously informed the sales rep of his disability and over all confusion with the product. Mr. **** was told verbally (and I was told by the corporate office) that he has 3 days to cancel the services at no charge to Mr. ****. Mr. **** called the sales rep ****** ** repeatedly with in the 3 day period to cancel, as well as called the main corporate office. Mr. **** was given assurances from the corporate office that his contract would be canceled upon receipt of necessary documents which Mr. **** mailed to them. Since this time Mr. ****, Myself and Mr. ****'s Daughter have all contacted the corporate headquarters for updated information as to when the contract will be terminated and when the installed equipment will be removed and no one is able to answer these questions. It is requested that the BBB look into this matter in order to resolve the issue. This complaint is being filed by ***** ****** *****, Sgt USMC (Ret.) (Son-in-Law of Mr. ****) on behalf of ***** **** due to his aforementioned disabilities.

Desired Settlement: Termination of Contract and removal of installed equipment at no cost to Mr. ****.

Business Response: Dear Mr. *****, 

From my understanding of your statement you contacted the sales person ****** *dam within the three day right of rescission. Will you please send me a copy of your phone records showing when you contacted him? This way I can include that in your written request and we can get this taken care of for you and Mr. ****. 
Sincerely, 
?
******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### | f:###-###-####
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Co.removed our contracted security system saying it would be paid off. Installed theirs which worked for 1 wk. Never repaired new system. On 6/17/14, a representative from Northstar came to our door claiming their security system was superior to our Vivant's.They installed a Lynx Touch L5200 which worked for 1 wk. I called tech support and talked to *****. Not fixed. Called **** *******, Not fixed, I called ***** **** to tell him Vivant was still taking $ out of our bank account. He said he would put a check in the mail to us to cover the $55. Ck. never arrived. I also told him system not working. He said he would contact repair man. Repair man came and attempted to fix. Said we needed entire new system, he would contact co. to ask for this. Never heard from him or co. again. We then went to our bank to stop payment on Northstar and Vivant. These payments were coming directly out of our checking account. Bank said we would have to close that account and open a new one. We did this. Our account # with Northstar was *******. We had a contract with Vivant. Northstar removed Vivant's equiptment. ***** **** said Northstar would pay off our contract with Vivant. This did not happen. I received a call from Northstar last night(9/26/14 asking for our new bank account info. so they could continue taking $ out of our account. I explained the above info. to them and told them no. They said they would then turn us over to a collection agency and this would lower our credit score. This is all wrong on so many levels. We would appreciate any help you can give us. Thank you very much.

Desired Settlement: See Complaint Text

Business Response: Dear ****** *******, 

On behalf of NorthStar Alarm Services, I wish to apologize for the experience you have had with our sales representative and technical issues with the system. NorthStar received your equipment on January 29, 2015 and the account has been fully cancelled. NorthStar also issued a refund to your bank account on January 15, 2014 totaling $53.77. Again, we apologize for any inconvenience this has caused you and we hope this has resolved all concerns. 
Sincerely, 
******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### |
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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5/27/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sales representative - ***** ******, guaranteed that the alarm service could be cancelled when we sold our house and moved out of town. He provided a letter stating that he would pay the remainder of the contract if we were to move before the end of the 3 year agreement. Now that we have attempted numerous times to cancel the service, it is clear that the sales representative misrepresented the agreement and we are now stuck in a contract that will continue to bill us for services that we cannot utilize as we no longer live at that location.

Desired Settlement: Cancel contract immediately, providing written notice and email verification of the cancelled contract with no further billing.

Business Response: Dear Mr. ******, 

I am sorry for any misunderstandings, we will cancel your account and refund March April and May payments to the checking account we have on file. 
Please let me know if you have any further questions. 
Sincerely, 

******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### | f:###-###-####
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

5/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Northstar representative came to my house and told us our contract was up with our current alarm company and offered to upgrade our system. After signing the contact and having the alarm equipment installed we found out that our contact actually wasn't up for another ten months. We never would have signed a contract if we were given correct information. The rep clearly lied to us and deceived us. We are now being double billed for the same service.

Desired Settlement: I want out of my contract with Northstar and my money ($44.99) returned to me that was taken out of my account.

Business Response: Dear Ms. ********, 

My notes indicate your sales representative gave you money to pay off your other alarm company. If that is not the case please let me know as soon as possible. 
Sincerely, 
?
******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### | f:###-###-####
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********

5/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As with any other service in my home, I should be able to cancel the service when I move out of that home. Why should I have to pay for service I am not using and no longer have access to. I will not pay for the remainder of this contract ...period. They threatened my with collections. If the company had in fact cared about me or my situation, I most likely would have consider using them again and recommended them to friends. But now I will not. They use deceitful sales tactics, mislead consumers on price and do not demonstrate a concern for their customers. Everything a security system company should not be....a thief.

Desired Settlement: I would like to be released from the remainder of my contract. I no longer live at that residence and no longer have any use for that service.

Business Response: Dear Mr. ********, 

I am sorry to hear you are upset. When you move from the home we have a number of different options for you. 
1-You can pay off the agreement in full, which would be $536.88. 
2-You can move the system to your new home, assuming you are still within our service area.
3-The new home owner can take over your remaining agreement.
4-You can transfer the agreement to a friend or family member. 
Please let me know what option would work best for you.
Thank you, 
?
******* *******
Customer Care Manager, NorthStar Home
p:###-###-#### | f:###-###-####
e:*******.*******@northstaralarm.com | w:www.northstarhome.com | 
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5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with Northstar Alarm nearly 4 years ago on a 42 month contract. This contract expired in February of 2015. Instead of going into a month to month mode, they just (without notification) tacked on an additional 18 months of contract. When I called them cancel service (because we had a new provider install service) they advised me that I was committed to them for another year (plus). I told them I didn't authorize this additional contract. Their response was that I must of have "initialed" it on my original 42 month contract (nearly 4 years ago). After doing some research online, I see this is a standard practice for them along with a requirement that to cancel service you must also send in written notice 60 days in advance. Additionally you cannot do this ahead of time and keep it on file.

Desired Settlement: Want out of "contract". If we have to pay for 60 days additional service or something of that nature, that is fine but do not want to continue paying these people for an additional year plus

Business Response: Dear Mr. ******,

I show we have canceled your account and no further payment has is due. 
Please let me know if there is anything else we can assist you with. 
Sincerely, 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******

4/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: tried to cancel my service over a yr ago and they told my wife we had to summit in writing to cancel before they received our letter THEY automatic renewed my account and they tell my wife it was to late to cancel that we had to keep for 18 months finally this was brought to my attention by my wife today 04/20/2015 I tried to cancel they told me the same that I couldn't cancel until Nov, I have been paying for there service for over 5 years And I am sure they renewed my account when my wife tried to cancel on phone over a year ago, the letter was to stall until they could renew my account,

Desired Settlement: I want removed from there system, and make sure nobody else Is taken advantage of MAKE THEM STOP THIS PRACTICE

Business Response: Dear Mr. *******, 

I show your wife called in and asked about the term of the agreement and at that time we told her to cancel we have to receive a written request to cancel at least sixty days prier to the end of the term. She sent in the request to cancel July 28, 2014 making the end of the term November of 2015. However, because she called in before we will cancel your agreement early and no further payments will be due.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: April 26th 2013 Northstar Alarm went door to door offering a free home alarm system with low cost monitoring. The salesman explained that the install was completely free with no strings attached and that the monitoring was fixed at around $56/ month. At the time our home had a fully functional complete alarm system installed. The total install included only a new keypad, all other existing components in our home were utilized and compatible with their system (keypad). The installation was minimal. My wife and I told the salesman there was a possibility that withing the next couple of years we might have to relocate for work. He said it "wouldn't be a problem if we moved" and the cost to cancel the agreement would be minimal as we would only be responsible for the cost of the equipment installed roughly $500.00. In November of 2014 my family and I relocated to Arizona for work. I contacted Northstar after the sale of our house and informed them of the move and requested the service be cancelled because we would no longer own a home and need their services. I was told the cost to cancel the contract would be over $2,300.00. I asked for an explanation quoting the salesman that originally told us that moving would be no issue and that the cost of the equipment they installed was nowhere near the value of what they were charging me. They offered no explanation other than "thats just what it is" To date I have paid Northstar in excess of $1125.00 in service fees since the beginning of our service. The cost to cancel the contract under our circumstances is unfair given their investment into the install and the few parts involved. I was misinformed by their salesman and no have little confidence in their work and their unethical business practices.

Desired Settlement: Cancel the contract, I am happy to pay the cost of the unit they installed along with the cost of labor. All I want is a reasonable cancel fee as I was quoted by the salesman.

Business Response:

Dear Mr. ****,

I show when you called on October 15, 2014 about your move to Phoenix we spoke about moving the alarm system equipment to your new home and you stated you wanted to leave the system and get a whole new system in your home in Phoenix. At that time we talked to you about the cost and what it would take for the new homeowner to take over the agreement.

The new homeowner did not take over the agreement therefore; you are still responsible for the agreement signed. We are able to put new equipment in your new home at employee pricing which is $99 for a new panel and $35 to $70 depending on the sensor.

I will have a representative contact you to help figure out what we need to install and go over the costs.

Sincerely,

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:


I was misinformed by Northstar alarm as to the manner I was to transport my old alarm system. I had no choice but to leave the control panel in my old home as it was permanently Installed by their technician. I was also never informed that I would need to take the unit until we moved. The home I currently live in does not have an adequate system as my old home did therefore would need an entire system installed. They want me to pay for a new control panel and additional fees for sensors etc now to have an alarm installed, I have to emphasize my old home had the entire system installed beforehand with the exception of the control panel.( a minimal value). They are charging me on the premise that they installed the entire system in my old home of which they did not. Northstar has minimal investment into my last alarm system. To charge me a $2,300 fee to cancel this bogus contract is asinine, it does not encompass extenuating circumstances such as mine where an alarm system is preexisting, they are charging on the idea that they installed more equipment than they did, how else would they come up with such an astronomical figure.
Sincerely,

Jesse **** *

Business Response: Dear Mr. ****,

In order to help acheive a resolution, NorthStar will offer a thirty six (36) month addendum to the original agreement. This will be done in order to help provide you a system in your new home that is equivalent to the system you had in your previous home in Houston at no cost. This will allow you to avoid paying for the new equipment and installation fees associated with putting a system into your new home. 
I will have a representative contact you so we can send you the addendum and figure out what we need to install the new system in your home.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The offer is unacceptable, the last thing i need is to lengthen a contract with such an unscrupulous, irrational company.  I simply want a reasonable fee (as any reputable alarm company would offer) to cancel the remainder of my existing contract, the only other option I see is for Northstar to hand the account to collections in which case for principle's sake I will not entertain and we all lose. I have had enough of these charades and this kabuki dance. Northstar has yet to justify their cancellation fees as you have again avoided commenting on the exorbitant cost to do so. I want my contract cancelled as i originally stated. We have moved, I no longer have a home in need of an alarm! I want nothing to do with this company. 
Sincerely,

Jesse **** *

Business Response: Dear Mr. ****,


We are sorry to hear that you would not like to take advantage of the offer we have made to install a new system in your new home to take advantage of the remaining term you have with NorthStar Alarm Services. As stated on the Alarm Purchase and Monitoring on section 1.1 'this Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months.’  This makes the end of your current term October 31, 2018.

If you cannot or would not like to have service in the new home we can move the system to a friend or family member’s home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement.If you would not like to take advantage of any of the options that NorthStar can provide then the remaining balance would be required. The agreement will be completely cancelled upon the receipt of the remaining balance which amounts to $*******. Should you have any questions or concerns, please contact our customer service department at ***** ********.

Sincerely,

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  I give up, send your guys out to install the alarm this isn't worth the hassle and ruining my perfect credit.  Just to set the record straight forcing people to do business with your company will not keep your business afloat. you can contact me ************ to set up an appointment. consider this my 60 day written letter effective 2018 at the end of my contract term I am finished with your alarm monitoring and want no more of your service.


Have a nice day.
Complaint: ********

I am rejecting this response because:

Sincerely,

Jesse **** *

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A salesman came to our home claming out home alarm survice company was out of Buisness then proceeded to explain that we were no longer under contract with them due to a bankruptcy and that the company northstar had purchased out to buy contracts from there clients got us to write a letter explaining that we would move to them and no longer expect service from the old company.

Desired Settlement: To simply have them come and remove their equipment and no longer charge us.

Business Response: Dear Beverly *****,

After reviewing the records it seems you have been in contact with our customer care department. We recommend that you please send in a final invoice from your previous company so that we can insure you will not be under two agreements anymore, and so that you are not double billed by two companies. You can send a copy of the final invoice from the other alarm company to 1280 S 800 E Suite 200 Orem, UT 84097 or fax it to ************ or email it to *******@northstaralarm.com.
If you have any questions please contact our customer care department as soon as possible at ************.
Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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4/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was seeking alarm services for a new residence at the time. A friend referred a sales rep to me named Robert ******. At the time he was working for ADT alarm services. By the time he reached out to me I had already signed up with ADT through an authorized dealer, Save Haven end of October. Several weeks later, this sales rep contacts me and offers me a promotion that he says is a sister alarm company called NorthStar. He says he was working for both ADT and NorthStar at the time and that I could transfer my services to Northstar due to ADT's 6 month money back guarantee promise listed on ADT's website. He even wrote this in my contract agreement and I have records of his text messages. NorthStar even wrote the letter to send to ADT corporate along with an address to mail the equipment. Northstar then came to my house and removed the active ADT equipment to mail back which was received at ADT corporate on Dec 24th. The sales rep then said he had their company contact ADT and that I would receive my refund of the glass break equipment purchase of $300 along with the January service overlap of $58 from ADT within 7-10 business days. I never received this. On my contract agreement with NorthStar, Robert ****** wrote in and signed, "NorthStar will make sure ADT contract is terminated with no penalty or fees." This was also backed up by text messages which I kept for records. After not receiving my refund, I called ADT myself to find out they were not issuing me any sort of refund and that my monthly services were canceled but not my contract. Savehaven/ADT on January 5th finally terminated my contract but with a termination fee of $1,700. I presented this invoice to Robert ****** the sales rep and his regional manager Chad M. Chad then texts me saying he will have his lawyer send out a legal letter to ADT and instructed me to not to be in verbal contact with them. On March 24, Chad sends me an email stating that the lawyer is working on the legal letter to be sent to ADT and apologized for the delay. I then decided to proceed contacting with NorthStar corporate office to come to a resolution. That took about two weeks and customer service informs me that NorthStar will only refund me the $500 of the $1,700 only if I continue services with them. My other option was that they would cancel my service with them with no termination fee and refund me the 3 months of service which was about $155. This is my final attempt to reach out to NorthStar using the BBB in hopes of someone of more seniority will take this matter seriously as this is false information I was provided by their employee and written on my contract that they are failing to follow through with. The sales rep said that if ADT did charge me a fee that Northstar would buyout my contract in addition to reimbursing me the $300 equipment and 1 month overlap service. My next step is to look into legal matters and take this to small claims court if Northstar fails to negotiate to refund me the ADT cancellation fee. I have a lawyer on standby incase this resolution through BBB is unsuccessful. I have requested Northstar to remove the equipment from my home and still waiting on the sales technician to contact me to schedule a day/time. I was referred to BBB to make a final attempt of a resolution before I escalate to small claims court. I refuse to communicate further to their sales rep and regional manager as this has been an ongoing issue since December 9, 2014.

Desired Settlement: My desired outcome is for NorthStar to honor the agreement that their sales rep and regional manager promised me in writing. They said I would not be charged by ADT for the cancellation otherwise I would not have switched in the first place. I have since paid the $1,700 to Savehaven/ADT that I have proof of to avoid it being forwarded to collections. I am asking for the $1,700 reimbursement along with the $300 equipment and $58 overlap service that the Sales Rep promised me. At this point I will negotiate and settle with just the $1,700 since that was the only specific written in promise noted on the contract by the sales rep. The other $358 was promised through text message.

Business Response:

Dear Ms. ****,

I would like to help you with getting everything figured out. I show on March 18, 2015 we agreed to cancel your NorthStar agreement and our technician has tried to contact you to get the system removed but has been unable to.

Our copy of the agreement doesn't have anything about "NorthStar will make sure ADT contract is terminated with no penalty or fees." Can you please send me a copy of your agreement where that is written as well as a copy of all your tech messages with Chad M?

I am confident we can get this taken care of for you.

Sincerely,

?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

We have worked out the dispute and came to an agreement. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Joyal ****

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 02-11-2015, a Salesman from Northstar Alarm Services,came to my house saying that his alarm service was better and upgraded than the service I currently had with Skyline Security. The contract was for 60 months at $54.99 per month. When I mentioned that i was in a contract with Skyline Security until February 2016 he said that when his system was installed that I can contact Skyline Security and they would refund the money that was paid until February 2016. When I contacted Skyline Security and asked for the refund they informed me that Northstar was incorrect and selling their service was a fraud because I was already in a contract with another Security agency. When I called Northstar to cancel their service they said that I was past my 3 day right to cancel. They asked me to get a final invoice from Skyline Security and they would make a decision to pay Skyline or cancel my contract with Northstar. I received the final invoice from Skyline and faxed it to Northstar. They received the fax on 03-06-2015, and said that they would need a week to make their decision. When I called Northstar today on 03-13-2015 they said they to call back on Monday 03-16-2015 for their final decision. On 02-11-2015 I also gave the salesman a check for $54.99. I'm afraid that Northstar is giving me the run around and wants to charge me a late payment because I have no payment plan set up with Northstar. I hope they aren't setting up draft payments from my checking account. I hope its not too late for your agency to react on this matter. I feel that Northstar acted in a illegal manner, and dragging out this issue.

Desired Settlement: I would like Northstar to cancel my contract,return my check for $54.99,and pick their equipment

Business Response: Dear Mr. ******, 

I show your account is cancelled and a technician will be contacting you within the next 48 hours to schedule a time to remove the equipment. Once the equipment is removed all money paid will be refunded.
Sincerely, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Northstar Agent came to our house in May with a promise of upgrading our system. A Northstar Agent came to our house in May 2014 while I was deployed in Afghanistan, with a promise of upgrading our alarm system. The agent got my wife to sign a new contract for the upgrade. But we never received the promised upgrade since May. I just got back from Afghanistan, and I contacted Northstar to cancel our service and they told me we just signed a new contract in May to upgrade our system. So we can not cancel. I explained to them that we never received the promised upgrade upon which the new contract was based since May 2014. The customer rep that I talked to on the phone told me to send in a formal letter requesting the cancellation and they will review it based on the fact that we never received the promised upgrade upon which the contract was based. After sending Northstar the letter, we got a response that they will not cancel the contract. The promised upgrade upon which the contract was based, was not delivered. The agent got my wife to sign the new contract under false pretenses. We are paying for some upgraded service that we don't have and they refuse to cancel the contract. The old equipment has not been upgraded since the new contract was signed in May. As a result of this we've decided we don't want to continue with Northstar anymore.

Desired Settlement: Based on the fact that Northstar Alarm did not honor it's end of the contract to upgrade the Alarm equipment since May 2014, we seek full termination of contract from Northstar.

Business Response: Contact Name and Title: Melanie *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *****,
On April 24, 2014 your wife, Priscilla *****, signed a sixty month extension to get a new touch screen panel with cellular radio installed in your home. We tried to contact her multiple times by both phone and mail between May 1, 2014 and June 12, 2014 to get the panel installed, however we were unable to contact her. Because of this we would be unable to cancel the agreement before the end of the term.
We would still like to send a technician to install the system for you. There is an additional $5 a month fee for the cellular radio monitoring, therefore we would be willing to refund the $35 you have paid over the last 7 months for the cellular radio monitoring that you did not receive as well as send a technician for no charge. Please provide me with the best number for our technician to contact to schedule a time to install the new equipment.
Sincerely,
Melanie *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We did not initiate a contact to NorthStar Alarm requesting the upgrade. A NorthStar sales agent came to the house and presented it to my wife. And gave a promised date of doing the upgrade. No one came to do the upgrade as promised. There was no phone call from Northstar Alarm. My mother in-law is always home babysitting. NorthStar started charging us for the upgraded or additional services for the past 7 months even though they know they've not provided the promised upgrade. This is equivalent to stealing from us. We don't want any services from NorthStar Alarm anymore. Please cancel the contract.

Business Response: Dear Mr. *****,
Because there is a signed agreement we are unable to cancel, however, I have refunded the $30 you have paid for the cellular radio monitoring that you have not received. It is $30 and not $35 because December's payment was declined, so you only paid for it on June, July, August, September, October and November.
Our technician tried to contact your wife at ***** ******** multiple times and our corporate office called on May 27, 2014, June 6, 2014 and June 12, 2014. We also sent a letter on June 12, 2014.
Sincerely,
Melanie *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As indicated in my earlier response, we did not get any call from Northstar Alarm. The technician did not show up for the initial appointment to do the installation. But NorthStar Alarm started charging us for the service. Upon my return from Afghanistan in November, I called NorthStar to complain and still nothing was done.
Well, we have notified our bank to decline all payments to NorthStar Alarm. We have officially notified NorthStar Alarm that we don't want the service anymore.

Daniel *****

Business Response: Dear Mr. *****,
Your account is set to cancel at the end of the initial term, May 15, 2020. The new equipment was left at your house and a technician tried to contact you. We would like to get it installed, however even if you don't allow us to do so Ms. ***** is still responsible for the agreement she signed.
Sincerely,
Melanie *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The lies and false information from this company is amazing. I was home all day yesterday and I did not get any package from your technician. I went outside again this morning to check the door to see if any package was left there yesterday. And there is nothing. 7 months after tricking us to sign a contract that was supposed to upgrade the equipment and falsely charging us for the unprovided services.
As indicated in my last response, and officially communicated to you via mail, please cancel the service. We are not interested in your service anymore. I've already told my bank to decline payments.

Business Response: Dear Mr. *****, 

The equipment was left at your home the day your wife signed the agreement, April 24, 2014. Our technician tried to contact you or Ms. ***** multiple times in May of 2014 but was unable to reach anyone, then our corporate office tried to contact you or Ms. ***** multiple times in June of 2014. When we were unable to contact you by phone we sent you a letter on June 12, 2014 about getting the equipment installed. 
Again, I would like to send a technician to your home, I just need your permission to do so. 
Sincerely
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:
The lies and false information from this company is just amazing. From their earlier response to my complaint, Northstar Alarm claim they are are waiting to bring the equipment to do the upgrade since May 2014.

And from their last message, they claim some equipment was mailed to my house and the mail man left it in front of my door a few days ago. Which was another blatant lie. Because I've been home the whole time and didn't receive anything. Now they are claiming the technician brought the equipment with him back in April 2014 and left it at the house. Which is another lie. The fact of the matter is that, this company made my wife sign an extension to a contract under false pretense of upgrading our equipment. And for 6 to 7 months, they never did the upgrade and continued to charge us for the upgraded services. I came back from deployment to Afghanistan and called them to complain. And they promised to send someone with the equipment to do the upgrade but they never did. So we decided enough is enough and told them to cancel the service. But they refused and told us we have to pay for the whole 5 years if we want to cancel the service. Bottom line is we have already stopped all payments to this company effective December 2014. We are not interested in this company's service anymore. We got another company already.

Sincerely,

Daniel *****

Business Response: Dear Mr. *****, 

We have cancelled your NorthStar account, and no further payments will be due. 
Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is regarding a contract with Security Networks which was bought out by Vision Security which was then bought out by North Star Alarm. The contract was a 5 year contract with Vision Security which contained a buy out option if we moved to another residence. We went to settlement in August of 2014 and moved to *** ********** ***** ************ **** **********. We called Vision Security to find out the options we had regarding the contract and were told that we could move the contract to new house, have the new homeowner take over the contract or have a buyout option of a few hundred dollars. The new owner at settlement stated he would take over the contract which has not happened. So I called Vision Security today and was told that North Star Alarm has taken over the Vision Security Contract and the buy out was the full amount of $2013.00. This is not what I had agreed with Security Networks since I was anticipating a move after my wife retired from work.

Desired Settlement: Better buyout option then a full contact payment with no service on the contract since August of 2014. ( few hundred dollars )

Business Response: Dear Mr. ******,


We apologize for any miscommunication that has occured regarding the options for your account. As you are aware, on May 29, 2013 you agreed to a sixty (60) month agreement. According to this agreement, the full balance is required in order to terminate prior to the end of the term. Per your complaint, you indicate that Vision Security offered a discounted buyout amount. According to all notes describing communication between Vision Security and you, the customer, there is absolutely no indication on the account of a buyout option of only a few hundred dollars. The options presented to you were (1) the full buyout amount, or the full remaining balance under the agreement, (2) a discounted move fee of $199, or (3) transferring service to a friend or family member. 

At NorthStar Alarm Services, we understand that you have moved to a different home, and are no longer in the home at **** ****** *****. As I'm sure you understand, the initial term of an alarm contract is in large part to recoup the initial costs incurred to set up the new account.  For this reason, even if the customer moves from the home we are unable to cancel the agreement. However, we do have some other options available. If we have service in the area, the alarm system can be moved and installed in the customer’s new home for $99 move fee. If the customer no longer has access to the equipment we can offer you a discounted price on new equipment to be installed and monitored in the new home. If you cannot or would not like to have service in the new home we can move the system to a friend or family member’s home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement. If you would not like to take advantage of those options then the remaining balance would be required per the agreement you signed and your agreement would be completely cancelled upon the receipt of the remaining balance with amounts to $********. 

If you would like to take advantage of the options listed above, or should you have any questions or concerns, please contact our customer service department at ***** ********.

Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/26/2015 Problems with Product/Service | Complaint Details Unavailable
3/26/2015 Billing/Collection Issues
3/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and myself had two sales people come into our home and used high pressure sales tactics to have a sign for a 4 year alarm system, the contract was for a camera, two thermastats, two doors and a basement window coverage but the camera did not work well and either did the thermastats so they removed them but are still charging me a high price for monitoring my front door, back door, and one basement window. I have talked to a couple neighbors who were talked into the service and they are paying 29.00 for a service that I am paying 52.00 for and when I talked to the company about it they just tell me that is the way it is.

Desired Settlement: I would just like to pay the 29.00 like other customers with the same service, which is a fair price for the service I am receiving

Business Response: Dear Ms. ******, 

When you signed up for NorthStar Alarm your agreement was $***** a month. I show when the home automation and cameras would not work we removed them and removed the additional monitoring fee you were paying for them which lowered your monthly monitoring by $14 a month putting it at $*****.   
I am not sure the service your neighbors have, however $***** is a very good rate for what you are receiving. You have cellular monitoring with Rapid Response Monitoring which is one of the top monitoring companies in the country, your equipment is also covered under a warranty for as long as you have your agreement. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/24/2015 I received an automated call telling me that there was no signal from our panel to their system. A technician came out to replace the panel the following Tuesday. On 3/1/15 we set our alarm to the "away" status and left our home, a few hours later we returned and upon entering the home the alarm went off and we were unable to disarm the alarm system. The rapid response contacted us at 5:59pm to ensure that everything was alright, after confirming it was she told me she was unable to turn off the alarm siren. She then told me to wait on hold, while the alarm was still going off, while she tried to transfer to someone was able to help. With no luck, she returned on the line and proceeded to tell me that no on was available to help, at this point the alarm is still going off, I was put on hold yet again, transferred to her supervisor who also could not help with turning the siren off and was told to wait for someone to call. At this point I open the panel and disconnect it from the wall. At 6:15 someone finally calls back to walk me through the steps to turn the siren off, and the situation is fixed. My issue is not with the panel having the incorrect code programmed into it, my problem is that I had a 3yr old screaming because his ears were hurting from the siren and it took over 15 minutes for someone to tell me how to turn it off. That is unacceptable. I have requested to have our services cancelled multiple times for such atrocious service and complete dissatisfaction with the company as a whole. This is NOT the first time that we have had terrible service with this company. Last year they failed to cancel contract even with military orders, at one point I had planned on moving onto a military instillation and was told there was nothing that could be done except to put on hold and continue to pay, We uphold our part of the contract every month by paying for the service, they need to uphold theirs by giving the consumer exactly what is expected.

Desired Settlement: Cancel Service ASAP

Business Response: Dear Ms. ******, 

I show we recently replaced your panel with a new touch screen panel. If it is the new panel you are having issues with we would like to help you fix it as soon as possible. 
Regarding cancelling, to cancel your agreement you would need to pay off the remaining balance on the agreement. I show you have 19 months remaining so your pay off would be $******.
I will have a technician contact you to schedule a time to come out and replace your panel if needed.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/21/2015 Problems with Product/Service | Complaint Details Unavailable
3/21/2015 Problems with Product/Service | Complaint Details Unavailable
3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Northstar Alarm sales rep made an unsolicited personal sales contact at the home of my 81 year old parents. My parents suffer from Alzheimer's and dementia but live alone with assistance. (They happened to have a "ADT Alarm" system warning sign in front of their home.) The rep solicited my parents to "upgrade" their current alarm system and reportedly made statements that their current alarm system was outdated and/or non-functional. My parents placed a telephone call to me and I spoke to the representative. The representative indicated their current alarm system control panel was outdated and needed to be upgraded. It was my understanding he was a representative from their current security company and he was upgrading their system with a new control panel. The representative was made aware of the current alarm system contract that was in place. He de-installed the current alarm system and installed a new system that my parents cannot understand or operate. On 3/3/2015 my parents initiated an emergency panic alarm to the Cleveland Police Department through the new alarm panel. That caused a patrol car to respond to their residence. There was no emergency and they cannot understand how to operate the newly installed Northstar alarm system.

Desired Settlement: Immediate cancellation of the Northstar Alarm security system contract and removal of their equipment.Northstar was sent an email message within 3 business days of installation of the alarm system. The sales rep was also contacted and he stated and informed that the contract was cancelled.

Business Response: Dear Ruth ********,

On March 3, 2015, NorthStar Alarm Services received your notice of cancellation within the 3 day right of rescission period. This set your account to cancel. In order to fully cancel the alarm agreement, the installed equipment must be returned to NorthStar Alarm Serivces. A technician in our area can be dispatched to uninstall the equipment. He should make contact over the phone shortly to set up an appointment to pull the system from the home. 
We apologize for any inconvienience this may have caused and look forward to a quick resolution. Upon the receipt of the equipment from the home, your agreement with NorthStar Alarm Services will be completely cancelled out.
For further questions or if you have any other concerns, please contact us directly at ************. 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:801.705.0694
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to contact customer service for the past three days. When I call ************** the line is either ended or I get a message that states all circuits or busy. How can I expect a company to protect my home when I can’t even call and talk to a person or even get through on the line. This is ridiculous and I have never been more dissatisfied with any company that I have ever dealt with. Especially a company that I am paying my hard earned money to ($56.11 per month) and I can’t reach a customer service representative by phone. Not only can I not reach/talk to customer service when the representative or sales person came to my home I was told that the contract was only for 24 months. It was later that I found out that the contract was for 60 months. I have NEVER been late on any payment and right now I am in the process of moving and I can't reach anyone by phone and they DON'T even respond to emails. Northstar alarm service has been untruthful about their contract and the saleman gave false advertising. I have been paying them because I feel like I am trapped, but when I a paying Northstar alarm services like I am supposed to and I can’t even contact customer service and I can’t trust that my home is given being monitored I draw the line. Northstar alarm service claim to be 24/7 monitoring. How is that possible when you can’t even make a call.

Desired Settlement: I WANT OUT OF MY CONTRACT.

Business Response: Dear Ms. ****, 

I am sorry you have not been able to contact our customer care department, the best number to call is the number on your paperwork ***** ********. Our customer care department is open 6:00am  to 9:00pm mountain standard time. We have an answering service that takes messages when we are not open and we call them back the next day. 
I show both Glenna in our customer care department and Robert in our technical support department called you on Monday, March 9, 2015 to help you with your situation. If it wasn't taken care of please let me know and I would be happy to call you to help. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In regards to Alarm Contract at **** ******** ****** ***** ******** ****** *** *****I had a 60 month contract with NorthStar Alarm Services, LLC which I completed my contractual requirement with and had terminated at the end date of 05/2014. NorthStar Alarm Services, LLC continued to steal money from my bank account by automatically withdrawing funds after my contract had ended. I had the Wells Fargo Theft/Fraud department investigate on 2 separate occasions and they sided with me both times and NorthStar Alarm Services, LLC was ordered to reimburse me the money that they had stolen over a period of 6 months. Since this was not an isolated incident and I feared that they would continue to illegally steal money from my bank account (after my contract had expired) I had Wells Fargo put a permanent block on NorthStar Alarm Services, LLC from ever withdrawing funds illegally from me again. Apparently my intuition was correct because they tried to illegally steal from me again but couldnt because of the block on my bank account. I received a phone call from the NorthStar collection department on 01/09/15 in an effort to bully me into making payments after my contract had expired. When I explained my situation the person from NorthStar he stated that he would note on my account that I was refusing to pay. I said excuse me; I am not refusing to pay anything. I have fulfilled my contractual obligation to NorthStar and you are attempting to collect money on an account that has been terminated. I explained to him that I had fulfilled my 60 month contract with NorthStar and given written notice of termination well before their required 60 days and that I no longer owe anything to them. He stated that I would be turned in to a collection agency for the funds allegedly owed. After being found guilty of Theft/Fraud two times against me by Wells Fargo investigators, NorthStar Alarm Services, LLC continued to try and steal money from me by illegally withdrawing funds from my bank account and then bullied and harassed me when they are blocked from committing future thefts.

Desired Settlement: I want the Collection Department Supervisor and this harassing Employee fired for attempted theft from a former customer and I want a letter from NorthStar Alarm Services, LLC stating that my contract that ended on 05/2014 has been completely fulfilled and terminated no further funds are owed. Also, if the dishonest thieves and bullies at NorthStar Alarm Services, LLC make any attempt to tarnish my 850+ credit score I have the necessary documentation to take this to the next level.

Business Response: Dear Mr. *******, 

I am sorry about any misunderstandings that may have happened. I have cancelled your NorthStar Alarm agreement and no further payments are due. 
Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  Better Business Bureau,

 

The response by Northstar Alarm Service is acceptable however, I am not a satisfied customer.

 

It is completely unacceptable that I had to get the Better Business Bureau involved in order to get Northstar Alarm Service to acknowledge that I completed my contractual obligation to them and to get them to stop STEALING money from me. This should be a warning to any potential customers NOT to do business with Northstar Alarm Service. The company is run by crooks and they will continue to illegally withdraw money out of your bank account after your contract has ended even when you have followed all of THEIR requirements to ensure that your contract will not be renewed.

 

Sincerely,

 

Brent *******

Business Response: Dear Mr. *******,

Again we apologize for any dissatisfaction that has occured. Your account was officially cancelled out as of 1/26/2015. If you have further questions, please contact us at ************.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alarm and cameras were installed. Damage was done to my home during installation (7 holes in the walls) System has not worked in entirety since the install and no one will fix it or respond to take it out.

Desired Settlement: Come get the equipment and stop saying we have a valid contract

Business Response:

Dear Ms. *********,

I spoke with Chad, your sales representative, and it sounds like there are was a misunderstanding or a miscommunication.  I understand there were some issues with the installation with the cameras, which left holes in your walls; we would like to fix those holes. We would also like to replace the cameras that were installed with NVR commercial grade cameras and we would cover the price difference for those.

Please let me know when a good time would be for our technician to come out and put in the new cameras.

Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 

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3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband contacted Northstar Alarms to cancel our service on January 1st, 2015. He was told that we needed to submit a written notice and that our contract would be terminated within 60 days of receiving it. I, his wife, called today as it had been 61 days after sending the letter, to see if our service was to be terminated as we requested and was told that we missed the "60 day window" to cancel so we were automatically re-enrolled until August. Upon looking at our contract that we signed there is NO agreement to a 60 day written notice to terminate service nor is there a 60 day "window" to submit a cancellation. We trusted this company to be honest and are tired of being deceived by their vague terms, poor customer service, and lack of general decency for a family who is financially struggling and wants to end their service. If desired we can submit our original contract through scan and email, along with the written notice my husband submitted in January.

Desired Settlement: We would like to receive an apology from the company as well as a refund for the two month's service we paid after we initially asked to cancel our contract.

Business Response: Dear Brad and Jessie *******, 


We apologize for any miscommunication that may have occured in regards to our cancellation policy. As stated in the agreement under Terms and Conditions 1.1 "This agreement will automatically renew for successive eighteen (18) month renewal terms . . . unless the customer gives written notice of cancellation at least 60 days prior to the end of any initial or renewal term." However, the cancellations department has agreed to cancel your account sixty (60) days after reciept of the written notice of cancellation. Your written notice was processed on January 8, 2015. Therefore the account has been set to cancel as of March 8, 2015. 

We want you to know that it was NorthStar’s privilege to have you as a customer and we hope we provided you with the highest standards of customer service and security. Please let us know if you have any further questions or feedback about your experience with NorthStar.  At any time, call ************ or email our customer service department and we will be happy to assist you any way we can. 

Sincerely,

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/21/2015 Problems with Product/Service | Complaint Details Unavailable
3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had called throughout the year of 2014 checking on the end date of the contract as my contract does not have an end date. During my conversations with the customer representative. It was never mentioned that a written request had to be submitted 60 days prior. I called on March 5th to request verbally for contract to be cancelled. The representative advised that a written request was needed on February 26th. Requested for it to be cancelled since it was not mentioned to me and I was requesting cancellation 55 days prior to April 26, 2015. I spoke with a manager and she requested for me to send information in writing. She advised that it would be reviewed by them. I called the following week and the representative said my contract will continue for the next 18 months. I asked if my request for consideration had been received. She said they did receive; however, nobody had reviewed nor would the decision change because their contract states it. I asked her to review my contract and asked if she saw an end date listed. She said no but I should have none the end date since the contract was for 5 years. I asked to speak to a manager and she disconnected the call. I called right after she disconnected the call and no team managers were available. The representative said he would send a message. I called five times after that during business hours and their has been no manager to speak with. Every time the representatives stated they were sending a message to management and message was never send. I called on March 12, 2015 and the representative said he didn't show my calls and the only time a message was send to the manager was the day before and no other time. He stated the managers are busy hiring people and do not have time to return calls. This company is completely unprofessional. When I moved from Texas to Arizona they send somebody that didn't even work with the company to install my alarm system because they had no one working this area. The technician that came out works for COX cable company.

Desired Settlement: I am only asking for this company to honor my request for cancellation on April 26, 2015.

Business Response:

Dear Reina *********,

I want to apologize for the issues you have had with NorthStar Alarm Services. As you may be aware, we need to receive your notice of cancellation at least sixty (60) days prior to the end of any initial or renewal term or the account successivly renews for an eighteen (18) month renewal period. With that being said, the cancellation board has reviewed your situation and agreed to cancel your account on 4/26/2015. NorthStar will continue to provide you with 24/7 security monitoring and any customer service you need until that time.  When the aforementioned date arrives, NorthStar’s monitoring services will no longer be in effect. If you received this notice of cancellation in error, please call or email us as soon as possible.

On behalf of the NorthStar team, I want to let you know that it is our privilege to have you as a customer and we hope we provide you with the highest standards of customer service and security. Please know that we will continue to do so for the remainder of your term with us.

If you have any questions or feedback about your experience with NorthStar, please contact our customer care department at ***** ******** any time. 

Sincerely,

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Reina *********

3/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Alarm System from this company when I moved in to my new house. The sales representative and technical support representative on hand promised me upon signing the contract that my dog that weighed less than 40 pounds would not activate the motion sensor part of the alarm system that they were installing. I was told the alarm would not recognize any animals under 50 pounds. Every time I have tried to arm the alarm, my dog has set off the system. I have been unable to use the system since it was installed. I have requested via phone and email to stop services of the faulty system and they have refused. I have tried to change the settings to avoid the problem and it just isn't working as advertised and promised.

Desired Settlement: I would like my contract terminated immediately. I was deceived by a representative of the company into a long-term contract for a system that will not and does not work for me. I am not requesting any refund because I acted slowly in requesting termination of the contract.

Business Response: Dear Mr. *****, 

I am sorry to hear you have been having issues with your motion detector. We would be happy to send a technician out, for no charge, to look at it and replace it if needed, or we can also switch it out for a different piece of equipment.
I will have my technician contact you with in the next 48 hours to schedule a time to come out and take care of it for you. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:

I called the company weeks ago and was not given this option and I do not believe that the system will ever work as promised. Last time I was called, I was told that a technician would tell me over the phone how to fix the system myself. A sales representative and a technician made very strong promises to get my signature on a contract with no termination possibility and that has been held over my head every time I have sought assistance. Feel me once, shame on you. Fool me twice, shame on me. I am done being fooled. I would like my contract terminated immediately and am open to arbitration help from the BBB if necessary.

 
Sincerely,

Clayton *****

Business Response:

Dear Mr. *****,

As I am sure you are aware, on January 18, 2014 you entered in to a forty-two (42) month agreement with NorthStar Alarm Services. As long as your payments are up to date, your account will be cancelled at the end of your current term. After reviewing all notes on your account, it appears you were originally wanting to cancel due to a change in your employment status and also a move. With this in mind, NorthStar Alarm has many options to help our customers. 

As I'm sure you understand, the initial term of an alarm contract is in large part to recoup the initial costs incurred to set up the new account.  For this reason, even if the customer moves from the home we are unable to cancel the agreement. However, we do have some other options available. If we have service in the area the alarm system can be moved and installed in the customer’s new home for $99 move fee. If the customer no longer has access to the equipment we can offer you a discounted price on new equipment to be installed and monitored in the new home. If you cannot or would not like to have service in the new home we can move the system to a friend or family member’s home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement.

We understand that these times are financially hard for many of our customers. In order for us to keep our commitments we will unfortunately not be able to alter the terms and conditions of the agreement. However, we want to do all that is possible to be of assistance. If you are interested and can take the time to call in to speak to one of the representatives in our customer service department, NorthStar can provide you an addendum that will put your account on hold for three (3) months. During which time NorthStar will not expect any payments though services will still be provided, giving you the opportunity to put those payments toward other bills. Those three (3) months will be added to the end of your initial term extending it three (3) months. If you feel that putting your account payments on hold would help you in your financial situation, please contact us.

You have also indicated that there may be a technical issue with your system. We would like to be able to resolve this for you. As previously stated, NorthStar will gladly dispatch a technician to your home to help resolve any technical issues you are experiencing.

If you would not like to take advantage of the many options NorthStar has for you at this time, then the remaining balance would be required. The agreement will be completely cancelled upon the receipt of the remaining balance which amounts to $*******.  Should you have any questions or concerns, please contact our customer service department at ***** ********. 

Sincerely,

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:

I was mislead by a sales representative and a technician in my home at the signing of the contract. Northstar Alarm Services has violated their portion of the contract and I would like the contract voided and terminated immediately. 

Sincerely,

Clayton *****

3/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: North Star Alarm Co, Orem based business does alarms all over the western states. My mother passed away Jan 7th, 2015 and I contacted North Star Alarm and notified them of her death and that we needed to shut off the alarm, and close the account #******* ** , at; **** ****** ***** *** ********** *** ***** They said they needed a copy of the death Certificate and so I sent that to them and also mailed them letters that I wanted the account closed. They acknowledged that they received the Death Certificate. and letters on the phone and then continued to bill my moms account for a contract she signed to 2018. After reviewing this company on line, I noticed that this is their "MODIS OPERNDI " (if spelled right) I need help!!! The alarm was still armed and we have received notices from the local Police Dept. that the alarm has gone off twice randomly and we have been billed $10.00 for ea false alarm.

Desired Settlement: Close the account, stop billing my dead Mother, send a letter that the account is closed. and want no other correspondence after the account is closed.

Business Response: Dear Mr. ******, 

I am sorry to hear of the passing of your mother, her account has been cancelled and no further payments are due.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Art ******

3/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get Northstar to stop sending me bills for alarm monitoring at my former address, that I moved out of in August 2014, and they will not stop. Northstar claims the my contract automatically renewed and I will have to pay till March 2016.My contract ended September 2014 and I notified them, in writing and via phone call, to stop services November 2014.I am disabled, on a fixed income, and can't afford to continue paying for something I am not receiving.

Desired Settlement: Stop the billing and contract and consider everything done. I have paid through October 2014 so I paid for 3 months that I wasn't living there

Business Response: Dear Kevin *******,

On June 16, 2009, you signed a sixty (60) month agreement with NorthStar Alarm Services. You initialed next to Terms and Conditions 1.1 which states, "The initial term shall be sixty (60) months. This agreement will automatically renew for successive eighteen (18) month renewal terms."  Normally, all NorthStar customers are held to the terms and conditions of their agreement, in which case your current agreement would not cancel until March, 2016. However, in order to seek a resolution and after reviewing your account, NorthStar is willing to cancel your account as long as all past due payments are made.  Your account is currently 90 days past due. Therefore, NorthStar Alarm Service agrees to cancel your account upon the receipt of $****** which is the current past due amount for three months. 
If you have any further questions, feel free to contact our Customer Care Department at ***** ********.
Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Alarm stopped working 10/24/14 and it is still not working properly after 3 trips from technician, and on-going communication errors called NorthStar 10/28-- system not working sent technician that same week who was unable to fix it "due to electricity problems". Bought the house in 06/2014 and had electricity upgraded. So that was not the problem. Came back to fix and move the device and still had the same issue. North Star then stated that they would send the same technician out with new Product. They did do that. But it still was not working properly. 12/02/2014 I spoke to customer service representative, Patrick, and he said he would get back to me in about a week regarding the problem. 12/17/2014 I called Northstar, after not hearing from them for 15 days, and they are still trying to get a tech to my home to fix my system. Patrick was unavailable, and the new representative, Danny, stated he had did not know why Patrick did not get a hold of me. I have emails from Patrick and Danny.

Desired Settlement: I would like to end my contract with them.

Business Response: Contact Name and Title: Melanie *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Ms. ********,
I first would like to apologize Patrick didn't call you back. I show you spoke with the supervisor in customer care Danny and he let you know we would get the issue fixed. Our service manager, over our technicians is aware of your situation and is doing his best to get it fixed. However, we have tried to send a new technician to your home and we have been unable to get a hold of you to do so. We have had to cancel the service ticket because we have not been able to get a hold of you to schedule the service. If you will provide me with the best number to get a hold of you I will give it to the technician to schedule a time for him to come out to fix your system.
I also show we have credited off the last three months of service due to the issues you have had so you haven't had to pay while you have been having these issues.
Sincerely,
Melanie *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have given NorthStar Alarm System my cell phone number and my work number, and have told Danny and Patrick that is where they can reach me Mon-Fri during Business hours
They had their technician call me after 7:00pm and 9:00pm, which is extremely inappropriate... after business hours.
Danny then stated that it was marked as urgent and they wanted to come out the next day between 11-1pm.
It wasn't even a 24 hour notice I could not take off from work with such a short notice.
Also, I stated to Patrick and Danny that because I have taken off from work three times previously I cannot do so again. So I need at the very least a 48 hour notice.
Again, I spoke to Danny on 12/18 and he stated he would have a technician call me within business hours and to date 01/06/2015 they have not.

Business Response: Dear Ms. ********, 

I am sorry our technician contacted you at a time you did not find acceptable, he was told it was an urgent situation and that he needed to contact you that day, which is also the reason he tried to schedule so quickly. From what I understand you have requested we only contact Albrie ******** regarding this situation. I called Albrie on January 22, 2015 and he told me he was in a meeting and would call me back. I have not heard back from him to this date, however, I do want to get this station fixed. Would you like me to have our technician contact Albrie or you to schedule the appointment? 
Thank you, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have spoken to several different people, Adam, Chad, Patrick, and Danny.

I have called multiple times, trying to figure out why one customer service representative will say one thing, and I will call back and another customer representative will say something different.
I then talked to Patrick who said that Danny has written in my file that I was going to pursue litigation 12/18/2014.  I called and spoke to customer service representative who did not have that notation and said that Matthias a technician called me on 12/23/2014, spoke to me and I said that I was going to call back and reschedule. I then said to that representative that was untrue and pulled my cell records, that call never happened. He then said that he was mistaken and that the Matthias called and left a message.
I asked Patrick why these phone calls even would have taken place if I did indeed tell Danny I was pursuing litigation, which I did not do. He did not have an answer.

After the back and forth with a company that CLEARLY has some communication errors  and makes huge mistakes when, and quite honestly IF, they make notes on an account, I changed the contact person to my father, Albrie ********.  The stress, lack of communication, and dishonesty by this company is more than a single mother can deal with. I picked Northstar to keep my son and I safe in a neighborhood that isn't the greatest.  

**Albrie called spoke to Melanie on 02/05/2015 who said that a technician would contact him within 48 hours. To date, 02/10/2015, MORE than 48 hours later they have again failed to follow through on what they said they are going to do**  

My alarm stopped working in OCTOBER 2014 and I am still dealing with this.

The working relationship that Northstar has been drastically damaged, and is un-repairable.  Norhtstar needs to end this contract.
Sincerely,

Marissa ********

Business Response: Dear Ms. ********, 

My records indicate our technician, Mathias, was at your home February 17, 2015 and was able to fix your system. If this is not the case please let me know. 
Thank you, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Complaint: ********

I am rejecting this response because:
5 months later after the system stopped working, a technician did come again for the fourth time on 02/17/2015. 

My father reported to Northstar Alarm that it appeared to be working and that we cannot truthfully be sure if it was, as this was the fourth time someone has tried to fix it.
5 months and 4 technicians later the next morning 02/18/2015 my alarm pad froze after I disarmed it. It unfroze, I rebooted it.
The front door lock still does not lock automatically with the keypad.
It still does not work properly. 
5 months and 4 technicians later Northstar needs to end this contract as they have failed miserably on most, if not ALL attempts, to make anything about this situation right. 
Sincerely,

Marissa ********

Business Response: Dear Ms. ********,


We would like to apologize that our efforts in resolving your concerns have not been satisfactory to you. It is unfortunate that we are just now hearing about further technical issues with your account. According to our records, on February 17 our technician reported the system was fully functioning and all the service was performed for your system. This was verified by Albrie ******** over the phone. In your message reply to NorthStar you have mentioned that the system seemed to fail again the next day, however we received no such indication from you and therefore are unable to assist with the issue. NorthStar has continually sought a resolution to your concerns with the system and according to our records, nothing seems to appease you. Therefore, NorthStar will accede to your demands and terminate the current agreement with the hope that this will resolve your concerns. Your agreement with NorthStar Alarm Services will be terminated upon the receipt of the equipment listed below :

1 - L5200 SIA Panel w/ cell and Wi-Fi Module
1 - 5834-4 Keyfob
1 - 5808W3 Wireless Smoke Detector
1 - RE224GH GE Translator
1 - Z-Wave Module
1 - Nickel Z-Wave Door Lock 

If you have any further questions, please contact our Customer Care department at ***** ********.

Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Marissa ********

3/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When trying to set the alarm before leaving the system would not set. I called and talked to customer service and they set me up on some app so that i could set the alarm again I entered the code and the unit did not set. I called back and someone was suppose to call me to fix this but failed to do so. When getting back home from being out of town we where home for about 3 hours I went out into the backyard and back into the house the system went off I tried using the codes again to disarm the unit and again our codes do not work. I tried pulling the unit open to get to the battery inside and ended cutting 2 fingers. I then got a hammer and screwdriver and was able to get the front off to get the battery out. I have had to call this company several times with issues regarding the alarm not working properly and am given the run around with tech support or what not. I have asked them to come and remove their equipment and cancel the contract based on that fact that they have not fulfilled their end of the contact. I pay my service on time every month and would expect to have a system that work when it is needed.

Desired Settlement: Would like the company to cancel my contract with them based on them not fulfilling their end of the contract and a letter letting me know the contract has been canceled and no additional charges will apply. They are welcome to come and get their equipment and we will both part ways.

Business Response: Dear Mr. ********,

We would like to apologize for the recent technical issues you have experienced with your panel. After reviewing the account notes and previous system history, it is unclear why the codes you entered into the panel were unable to disarm your system, however it appears that the system is working properly. NorthStar does not keep a record of your panel's master code, and we do not change these codes unless a request is made by the customer after providing the verbal passcode (often times NorthStar still does not change the code remotely, but walks the customer through this process over the phone, at their panel.) At this point, in order to remedy any issue that may have occurred with the panel, NorthStar is willing to send out a technician free of charge to do a diagnostic test on your system and if there are any technical issues we will make sure those get fixed. As compensation for the recent difficulties, NorthStar will also give you one month of free service. 
A work order will be created so one of our technicians in your area can call you and schedule a time to come out and perform the diagnostic and service of your system. 
Sincerely, 

Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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2/24/2015 Problems with Product/Service
2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is my second BBB complaint on this business. I have changed my email address and can not recover my previous complaint information. This business provides alarm services that have been substandard at best. the service does not work continuously and I am tired of calling to have them check why me service is not working correctly. It was agreed after my first compaint that they would stop my service at the end of my contract time after I submitted a written request for cancellation of the service. I submitted the written request, and waited until my contract ended which was december 2014. When I called to ensure that the service would be cancelled they are telling me that they never received my letter, and they are restarting a new contract for 18 months! this is unacceptable, All I want is for them to discontinue my service with them as agreed to in my previous BBB complaint. They now state they have no record of my previous complaint and are attempting to make me keep the service for an additional 18 months.

Desired Settlement: I would like for Northstar Alarms to cancel the new 18 month contract that they have erroneously started over after I have followed the agreed resolution process and sent them a written cancellation request. I no longer wish to have their Alarm services which are inadequate! Please help!!!

Business Response: Dear Mr. ******, 

I am sorry about any misunderstandings that may have taken place. Your account with NorthStar has been cancelled and no further payment is due. 
Sincerely, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a 88 year old World War II Veteran with many disabilities. At the time of the contract with Northstar I was 86 years old. Their salesman explained the contract to me when i signed up and assured me that I would have no problem canceling my contract if need be in the near future due to my age and health conditions. He never mentioned anything about the contract being for 42 month and that I could not cancel during that time, he just continuously reassured me that if at anytime I needed to cancel I could. I had explained to him that I would be selling my house in the near future due to health issues (unfortunately, due to health issues, I was needing to enter an assisted living facility) and he said that they could just transfer the contract over to the new owners if they wanted to keep the services with the house and if they did not it was not a problem. The Northstar representative filled out the whole contract and just had me sign and initial were he had pointed at. I trusted what he had told me. On 06/29/2014 I sold my house, I called Northstar to cancel my service because the new owners chose not to keep the alarm system with the house. I was told bluntly that I could NOT cancel my service and if I tried to that I would now owe them $750! I couldn't believe what I was being told, I explained to them that there must be some misunderstanding and that the representative had reassured me that when I sold my house and had to go into the hospital that it wouldn't be a problem. The person on the phone told me I must have been misinformed and that I had to keep paying the $36.99 every month until I had paid the 42 months or I would be charged automatically for the $750 for not finishing. I explained this couldn't be, that I had sold my house and was now in a assisted living hospital and that the gentleman that set my system up reassured me that due to my age and ailing state of health that when I needed to end the services it would be no problem, it was one of the main questions I asked (several times) during the time he came to my house. After several phone calls, I have been left with the same results. They are automatically billing my checking account for $36.99 every month and I was told that if I cut this auto transfer off that they will put me in for collections. I have NEVER been lied to like this before in my life, and with such boldness on their part. I feel like the salesman preyed upon my age and disabilities by purposely omitting the parts of the contract that stated I could NOT in fact cancel, mostly because this was a direct question I asked about. Thank you so much for your time and consideration. I would appreciate any help I can get in getting this matter cleaned up and my money refunded from 06/29/2014. Their unit is in a box ready to be returned. I can not express my disappointment enough in the way they have handled my situation. I hope that other seniors do not fall prey to the salesmen that will lie and reassure them in the way that my salesman did me and I am saddened by their utter disregard and the disrespect they have given to me as a senior and a veteran in general. (My granddaughter has typed this out and filed my complaint for me)

Desired Settlement: I wish to be reimbursed for the payments that were continuously taken out after I cancelled my services.

Business Response: Dear Mr. ******, 

Your account with NorthStar Alarm has been cancelled and $****** was refunded to your checking account ending in **** on January 30, 2015. Please let me know if you do not see that refund by February 6, 2015.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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2/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company charged my credit card without consent. I regrettably did business with Vision Home Security Services. After terminating my contract after the term expired,Vision repeatedly charged my credit card for three months after non-renewing my contract. After multiple calls, and opening grievances with three state attorney general offices (transaction involved three states since we moved States and the business is located in the third) Vision finally refunded our three months of charges. This is important because now this company, Northstar with the same address, is charging my credit card the same amount of $47.99 and at the same interval if the month. Please stop this company and its predatory techniques. Thanks, Mark

Desired Settlement: Refunding my card and never charging me again.

Business Response: Dear Mr. ******, 

I am truly sorry you were charged. There was a merger with Vision Security and NorthStar Alarm and for whatever reason your account did not show as cancelled when we transferred the name on it. However, it has now been cancelled and once the $***** funds it will be refunded to your visa ending in ****. Again, I am sorry you were charged when you were already cancelled and I can ensure you this will not happen again.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since we have had this alarm system we have had nothing but problems, I have called 11 times telling Northstar that the alarm is not working ( when the alarm goes off Northstar never receives it that it went off ) they quote on quote " fix it " but then I have to call again shortly after to discuss the same situation every time. Thank God that it wasn't someone actually breaking in to my house because I just let the alarm go off for almost ten minutes, that is plenty of time for someone to rob me or worse harm everyone in my house. Northstar is supposed to send me text messages every time the alarm goes off or for any other issue like low battery levels throughout the house and well my low battery sign has been on for over a month and I don't know where it is in my house. It has been very poor service from Northstar ever since the day we signed up and I don't wish this service on my worst enemy because someone could seriously get hurt or killed because of faulty alarm system.

Desired Settlement: I wish to be finished with this contract for good, nobody should have to go through this.

Business Response: Dear Mr. ******, 

I am sorry for any trouble you have had with your alarm system. I show it was fixed on January 30, 2015. If this is not correct please let me know. 
I have also credidted off February's invoice for the trouble you had. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Northstar claimed they were affiliated with ADT and wanted to upgrade my system. They also claimed that they would buy out the contract with ADT since they were affiliated. It turns out they are not affiliated. I am now having to hassle with ADT wanted to send me collections or put a lean on my house. Northstar will not ADT unless I have an invoice and ADT will not send me a bill. Mean time my credit it going to get ruined.

Desired Settlement: I want my service disconnected- without contract fees. I should not have to hassle with this since they lied to me.

Business Response: Dear Ms. *******, 

I am sorry for any confusion that may have taken place. We are willing to help you with the remaining balance of your current contract another company, but we do need to receive a copy of your final invoice with them to help you with this. I understand you have called us numerous times and on each call I see that we have asked you to send in a copy of this invoice. As of today, we have not received a copy of this final invoice. Because we do not have your security information for your account with the previous company, it is not possible for us to call and obtain this documentation from them. We do need your assistance with this portion of the process. To be sure you understand that NorthStar can't cancel your previous account for you we asked  "Do you understand that NorthStar is a different company, and not acquiring, merging, or associated with ADT?" and "Do you understand that you are solely responsible for canceling any existing alarm agreement in order to avoid paying two bills?" in your initial Welcome Call. I listened to this recorded call and we did indeed verify this with you on that initial Welcome Call. Please send the final invoice to us as soon as possible, so we can get this resolved for you. I have included a copy of this call for you to review. 
Sincerely, 
?
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a security system installed in July 2006. The security consultant, Adam, said we can cancel anytime after 36 months with no extra charge. We purposely had this conversation because at the time we weren't sure how long we would be in this house since we are getting ready for retirement. We decided to cancel in November of 2014. We called several times and left messages, but did not receive a return call. In December we sent a letter and today I called and finally got a hold of a customer service representative. She said I can only cancel once a year, in July, and they need a letter 60 days in advance. We have tried to work this out with the company, but the representatives on the phone will not allow us to speak to a manager. Therefore, we have to continue to pay on a system that we no longer use. I have reviewed the Notice of Cancellation that I received at the time and it does not state that I can only cancel during a specific time frame, once a year, and/or that I must give that cancellation 60 days in advance. We were a customer for eight years and at the very least they should allow us to speak to a manager to figure this out. Product_Or_Service: Security System

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to cancel my contract and not have to continue to pay for this service until July 2015.

Business Response: Dear Ms. *******, 

I am sorry about any confusion that may have happened. We will cancel your account 60 days after you sent in your request to cancel. Therefore, your account will cancel at the end of January and you will no longer have any payments withdrawn from your account. 
Please let me know if you have any further questions. 
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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1/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Northstar sales representative sold me an alarm system to replace an ADT system. I have sold the residence for which the system was installed. The buyer of the residence did not want the alarm system. Now, I am living with family in a home that I do not own. They already have an alarms system installed in their home. I contacted Northstar to report I was moving and inquire on my options for cancellation. The first customer representative I spoke with stated their service was not offered in the town I was moving to, but I would still be responsible for the remaining amount on my contract. The customer rep forwarded me to his supervisor, Melanie *******, who claimed the service was available in my area. Regardless of the availability, I still do not own a home. I paid my bill on time every month, and would have continued to use their service if I still owned a home. However, Northstar is claiming I must pay for a service for which I cannot use. A customer service representative, Melanie *******, allowed me to sign a six-month hold on the account in the hope I would own a home by that time. I still do not own a home. Ms. ******* reported that I would be able to sign another six-month hold if needed at the end of the first six months. After seeing that a monthly invoice was automatically deducted from my bank account I contacted Northstar to follow-through on their claim. Northstar claimed I had to pay another six months worth of service before I could sign an additional six month hold. This was not reported to me by Ms. ******* or anyone from Northstar when I signed the original six-month hold. This policy is not included in the addendum I signed on June 25th, 2014. According to Northstar, I must pay six months for a service I cannot use for the privilege of putting a hold on my account in the hopes I own a home by the time that hold expires. I have been mislead with false information and hidden policies by the custormer service representatives. I have also been charged for a month of service for which I did not receive.

Desired Settlement: Termination of contract.

Business Response: Dear Mr. *******, 

I am sorry about any frustration NorthStar has caused. Normally you can not do two 6 month holds on your account in the initial term of your agreement. However, when I spoke to you in June of 2014, if I remember correctly, we did talk about doing another one if you were not in your home. We would be able to do another 6 month hold on your account but after this 6 months we would not be able to do it a third time. 
I will email you another hold, I just need you to sign it like you did with your first one. Your password will be the same password you used with your first one. If you have any questions please let me know.
Sincerely, 
Melanie *******
Customer Care Manager, NorthStar Home
p:************ | f:************
e:***************@northstaralarm.com | w:www.northstarhome.com | 
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1/13/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company did not provide services and did not return phone calls to fix the problems. I have had bad service with the alarm system starting July 2014 through September 2014. The alarm started acting strange. We called and could not get someone to come to the house or send equipment/battery. The alarm system was sending out low battery signal and the alarm was setting itself off with a different alarm that was not sending it to the company office. We called the office time after time for three months or more and nothing was done. The office kept saying someone would call us back,but no one never did. The alarm people did call at times to tell us about low battery signal, but would not come fix the problem. We could not set the alarm system for fear that it would keep going off and would cause panic and stress. The system was not doing what we were paying for. At the end of all the frustration, we had to get another company to install an alarm system that provided us with security. I do not feel like we are responsible for paying $759.05 for an Alarm Services until 2016 when we have another company. We tried to cancell over the phone and in writing with Northstar.We had been with them for five or more years. All calls should have been recorded.

Desired Settlement: Not to have to pay this $759.05 for a final invoice of 19 Months at $39.95. Customer# ********* invoice# ******

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *****,
I am sorry to hear you wish to cancel your agreement with NorthStar. I show we have called you multiple times to upgrade your account however, every time we call we leave a message and have never heard back. If you system hasn't been working we would get your system working and refund the months it wasn't working however we would not be able to cancel before the end of your current term June 30, 2016 without the full pay off of $******.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
If there was a contract North Star broke it, By not providing services.All ALARM Companies provide the same service. All I wanted them to do is what I was paying for.THEY HAD THREE MONTHS, OF BAD SERVICE AND DISREGAUDING ME AND MY FAMILY. I should not even have to pay $******.

Business Response: Dear Mr. *****,
Because we did try to contact you multiple times we would be unable to cancel your agreement without the full payment of $******.
Sincerely,
******* *******

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed a contract on 7-9-12 for 5 years of home security. on 6-2-14 we moved to a retirement community in Clio, MI. We no longer needed a security system so we called Northstar and wanted cancell the contract for a lump sum amounting to 3 or 4 months of service. Northstar would not agree. We want out of the contract but Northstar does not want to negociate with us.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. ******,
I understand you have moved to a retirement community; however you are responsible for the sixty (60) month agreement you signed on July 9, 2012. The way to be released from the agreement is either to pay off the remaining balance of the agreement, $********, or the new homeowner can take over the your agreement.
Let me know what option would work best for you.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
that is too long 60 months . I purpose a lump sum payment of 4 months to settle this issue . northstar is not trying to settle this issue . I do not belive northstar wants to settle . they are using seniors to subdissize their business .

Business Response: Dear Mr. ******,
I am sorry you feel that way; however I can ensure that is not the case. When we install a system in a customer's home there are a lot of costs that go into it. This is the reason we are not able to just cancel the agreement or accept a payment of 4 months to settle the account.
However, if the new homeowner or a friend or family member wishes, they can take over the agreement and it will release you from your agreement.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have already paid over 960$ and that is more than enough to recoup your investment .
would you give me a estimate on how much you will settle for !!

Business Response: Dear Mr. ******,
We would not be able to cancel the account for anything less than the agreement amount of $********.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I (we) are not prepared or are able to agree to your demands for the sum you suggested .I think we will have to go to arbition.

As a middle ground offer, we would be willing to pay 8 months of service (roughly $320) in order to cancel contract and no longer be liable.

Business Response: Dear Mr. ******,
Again, because the agreement is within the initial term of service we would not be able to cancel the account for less than the remaining balance of $********.
Sincerely,
******* *******

Business Response: Mr. ******* ******,
Because you are within the initial term of service normally the full balance of the agreement would be required to cancel. Due to the situation NorthStar would be willing to offer you a lowered payoff for 75% of the current balance equaling $********.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept , I would agree to a pay off of 50% . thank you

**** ******

Business Response: Dear Mr. ******,
Because you are within the initial term of service we would not be able to cancel your agreement with anything less than 75% of the current balance. As said before, normally we are unable to cancel without the full balance; however, we are making an acceptation for you.
Sincerely,
******* *******

Consumer Response:  
Complaint: ********

I am rejecting this response because:  I do not like it

Sincerely,

******* ******

1/12/2015 Problems with Product/Service | Complaint Details Unavailable
1/5/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
1/2/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company filing a collection against me. I had their service but had to move from the home and was unable to continue the service provided in writing. Northstar installed an alarm system in a home I was living in but did not own in 2012, I informed the rep at the time that I did not own the home and would be moving within 2 years. the rep indicated that would not be a problem when I did move I notified them in writing that i moved to discontinue the service,and I could not use the service anylonger. The person I spoke with told to provide it in writing and they would get back with me. On 12/17 I received a call from a collection company indicating Northstar and sent my account to collection to cancellation of service. The collection Agency was etremely irate with me telling me I had to provide them with my credit card number to pay them and telling how much credit line I had available it was terrible how they talked to me and trying to force me to do something.

Desired Settlement: Northstar to remove me from a collection

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Ms. *****,
I would like to help you with this however I need more information from you. Will you please provide me with the address the system was originally installed at?
Thank you,
******* *******

12/30/2014 Problems with Product/Service
12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Spoke with finance department I was suposse to recieve 332.00 dollars did not get copany took past payment still waiting for check Sales representative stated that the company would pay Adt off and this was a untruth. None was recieved.

Desired Settlement: To end the Northstar contract untruths told by staff . Poor management and comunicatin as told to me about refund for ADT!

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *******,
We received the documents you sent us showing your final pay off with your previous company was $****** so we have credited your NorthStar account $****** and sent you a check for $******. The check was sent on December 3, 2014. Please let me know if you have not received it.
Sincerely,
******* *******

12/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was lied to and mislead by the door to door sales man about the alarm system. I have not rec'd the service or customer service promised. The original sales man, *****, told us that our old alarm system would be paid off by Northstar without us having to mail in any further paperwork. He set up our billing date to be the 1st of the month and told us that we would get a prorated 1st billing cycle. The service was installed on 9/8/14. On 9/19/14 I called in because we were billed on the wrong date and for the full amount of $45.99. I have called this company on 9/19/14, 10/10/14, 10/17/14, 10/22/14, 11/04/14, 11/05/14, and 11/10/14. Due to billing date, amount issues and my old company being paid off. I am very dissatisfied with the service of this company and the misleading information it's employees give out

Desired Settlement: I want the service cancelled with a cancellation fee and my money refunded for the 3 months of service I had had.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Ms. ******** **********,

I'm sorry for the problems you have had paying off the old agreement. We are willing to help you with the remaining balance of your current contract another company, but we do need to receive a copy of your final invoice with them to help you with this. I understand you have called us numerous times and on each call I see that we have asked you to send in a copy of this invoice. As of today, we have not received a copy of this final invoice. Because we do not have your security information for your account with the previous company, it is not possible for us to call and obtain this documentation from them. We do need your assistance with this portion of the process. To be sure you understand that NorthStar can't cancel your previous account for you we asked "Do you understand that NorthStar is a different company, and not acquiring, merging, or associated with Monitronics?" and "Do you understand that you are solely responsible for canceling any existing alarm agreement in order to avoid paying two bills?" in your initial Welcome Call. I listened to this recorded call and we did indeed verify this with ****** on that initial Welcome Call. Please send the final invoice to us as soon as possible, so we can get this resolved for you. I also see that on 11/10/2014 the promised credit for $22.99 for the prorated payment was applied to the account. Again, I'm sorry for the experience you have had so far and we want to do all we can to help you resolve these issues.

Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I no longer want them to pay off my old contract. We were not instructed at the original meeting that a final invoice was needed by the tech or sales person. I have mailed in a request to cancel and the only thing I want is our money back. They can have someone pick up the key pad or send a postage paid box for it to be returned. The customer should not have to call as often as I have had to for the payment date to be corrected, because I'm sure if you listened to the tape you heard the billing date was suppose to be the 1st and not the 15th. What we want is our money back and it be out of this contract. There really is nothing else Northstar can do for us. I mailed, emailed and faxed our request to cancel.

Business Response: Dear Ms. **********,
As I am sure you are aware there is a signed agreement and we would not be able to simply cancel it however, we would be able to help you pay off your previous alarm company. All we need to help you with that is a copy of your finial invoice with the previous company.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I no longer want you to pay off the old company. I no longer want your service. We just want to be out of your deceiving contract.

Business Response: Dear Ms. **********,
The way to cancel the current agreement would be to buy it out, which would be $********. You can send us a check or call and make the payment over the phone.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with that. I don't under how a ompany can lie and mislead the consumer and we have to pay for it.

12/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been pay for services for a house alarm that I have not recieved since 2010. They refuse to stop auto payment. Since my alarm system is installed I don't know the model number nor am I aware of the date in which I started paying for the service I think since 2010. I have a home alarm and I have no phone so the alarm cannot communicate with Northstar. I never had a phone in my home. Northstar is saying that I had a phone at one time but I didn't

Desired Settlement: I do not want to pay any more because I do not have this service with them and I never feel that they have never provided the service. I understood that if the alarm was not communicating they would get in touch with the home owner and ensure they are receiving the service they were paying for. That did not happen

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *********,
I am sorry to hear you want to cancel. Ms. ******* **** signed a sixty (60) month agreement on August 11, 2010. To cancel before the end of the current term the agreement would need to be paid in full which would be $******.
Regarding the land line in your home, I show we originally installed a cellular radio which would not require a lane line to send signals. However, on August 26, 2010 the cellular radio was removed and we received signals from your alarm system though a land line.
I will set the account to cancel at the end of the current term; if you do not wish to cancel it please let me know.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
I respectively request that our contract be terminated based upon services not rendered by your organization. I have diligently paid the amount agreed upon since 2010. My home alarm has had no connection due to lack of cellular service. Prior to signing our contract, the North Star salesman insisted that North Star would be cellular capable within a short amount of time so we signed up as we did not desire to have to have a landline installed just for our alarm system. At one point, North Star said that there was cellular service provided by your organization but that the cellular device was removed and our household was to get a landline phone. I was informed by your organization that phone services provided by Vonage (an Internet phone provider) would not work with your alarm system. We were then informed that North Star would be providing another type of cell service that would make our home alarm work properly, the new cellular device was never provided to our home. . Due to this fact we have been paying for over 3 years but there was never service provided by your organization.
It is evident that I have always kept my and of the contract by providing the proper amount of funds agreed upon for a home alarm. As a consumer, I feel that your company failed to provide a service, therefore your organization has received funding from my personal account for years without services being provided. This is just bad business practice. I am not asking to be reimbursed for services not rendered, but am respectfully requesting that our contract be terminated immediately with no cancellation fee.

Business Response: Dear Mr. *********,
We will agree to cancel your agreement as of today and refund the payment that was submitted today once it has funded. A letter was sent yesterday stating it would not cancel until the end of the initial term, you can disregard that seeing it was sent before the decision to cancel was made.
Please let me know if you have any further questions.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that the company is canceling our contract

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unsolicited sales call at my home. Salesman misrepresented purpose of call and falsely described recent home burglary in neighborhood. A saleman arrived unannounced aour home in early evening. His opening statement was "Iam he to upgrade your alarm system." He identified himself as representing Northstar Alarm Service, but his manner and his knowledge regarding our Monitronics Alarm (type, age, monthlfee)induced me to believe he was talking about upgrading the existing Monitronics system. He stated (falsely)that a recent home burglary in my neighborhood was successful because the burglar cut the telephone line.(A check of local PD records shoed no such recent evenn our neighborhood. I foolishly accepted the misrepresented "upgrade", signed the contract, and the "upgrade" was installed that ebening. A few days later I got a call from Monitronics wanting to know why I had cancelled my service contract with them. I had NOT. In telephone conversation with Monitronics I learned that thehad been notified by someone to terminate my service. I contted Northstar customer service; protested the misrepresentaation, and askedhat the contract be voided due to misrepresentation. A number of "customer service reps" were eventually involved, onof whom represented herf as the salesman's supervisor. I was refused contact withj the salea manager, and the reps refud to give me tha name of the firms CUO VP in charge of sales. My request that the contract be voided was denied, reportedly because in a recorded telepjone conversation with my wife at the time of contract signing she was told specifically that NorthStar did not represent any other company. The record was played back to her. She acknowoledgesd that she said she understood. However, my 79 year oldife and I both believed we were contracting an "upgrade" of "existing" system. I cancelled the automatic payment by my bank (which I wasot aware I had authorized) and have subsequently paid nby check, each check clearlly marked "under protest". When I asked Northstar "custiomer suce" in an email ifhey continue their "piracy policy" of misrepresenting "upgrades" the reply was to the effect that they attempt to offer their "service" to all. The salesman was NOT there to "upgrade" an existing system, and he lied about the alleged recent burglary in my neighborhood. I waa fool to sign the contract. If the salesman had beenonest, I might well have acceptethe contract. Because hwas not, I have no confidence in the honty of NorthStar and object strongly to having their system in my home. If I have to continue to pay for it I will, but isn't it shameful that a mar corporation values its integrity at less than $55.00 per month?

Desired Settlement: Immediate termination, without further charges, of the 60 month contract, and removal of the NorStar equipment from home.

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *********,
I'm sorry for the issues you have had so far. We would like to help you in every way we can. If you have a balance with your previous alarm company we would like to help you pay that off. We would just need a copy of your final invoice with them.
Regarding phone lines being cut, if your system was though your land line, if someone were to cut the line the monitoring station would not receive signals. However, your new upgraded system does not go through a land line therefore you do not have to have to worry about the line being cut.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The business DID NOT RESPOND to my report that the salesman misrepresented the threat to my home security by falsely stating that recently in my neighborhood a home burglary was successful because the burglar cut the telephone line. NO such burlarly in our neighborhood occured recently. This misrepresentation: 1. Improperly influenced my decision to accept the "update" that was offered. 2.Once recognized as a misrepresentation, caused me to intensely distrust the company that employed such persons. 3. Aggravated my distrust when, in telephone converssations with Customer Service Representatives, I detected other misrepresentations amd evasions.

Business DID NOT RESPOND to my assertion that the "purpose" of the salesmans visit to my home was to replace my Monitronics home security system with a Northstar system. I should have recognized that purpose at the time, and was foolish to accept his intent to "upgrade" my existing system. I foolishly did not recognize the fact until "someone" called Monitronics and cancelled my service with them. My following action confirmed the deceitful practices of Northstar.

I am extremely uncomfortable having Northstar in my home and having access to my coming and going. Northstar's presence contract prevents me from engagiong a firm I can trust because I cannot afford to pay two systems.

I repeat my claim that Northstar, by misrepresenting facts, negated the contract. I want the contract terminated immediatley with no further payments due and with Northstar's equipment removed from my home.

An apology from the official responsible for sales would be appropriate, but is not expected.

Business Response: Dear Mr. *********,
I am sorry you feel the salesman misrepresented the threat to your home security by stating that recently in your neighborhood a home burglary was successful because the burglar cut the telephone line. This is a very common occurrence and he was misinformed.
We would not be able to cancel your agreement without receiving the remaining balance in full, totaling $********. However, as I said before, we would be happy to help you with the balance with your previous company.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Northstar is responsible for false statements made by its sales persons. When the false statement influences the prospective customer's decision to sign a contract, the contract is improper.

Ms. ******* wrote that the salesman had been "misinformed". That is an admission, by Northstar, that the statement is false. In my opinion it was a deliberate and unethicalsales misrepresentation.

Interesting to me that Northstar's response was made by Ms. *******, with whom I have had several Email and telephone exchanges. Interesting also that her position in the comopany changes so frequently. At one time she called herself a "customer service representative". At another she alleged that she was the "person responsible for supervising the salesman. At yet another she said she often "sits on the board that reviews customer complaints.

The refulas of Ms. ******* and other customer service representatives I have dealt with to name the official responsible for the sales department or to give me the name of the CEO leads ssme to beleve that company official outside the Customer Service Department has ever been made aware of my assertion that the salesman misrepresented the purpose of his visit and the local threat to home security.

Northstar should not be concerned about Monitronics charging me for cancellation. Aware of the circumstances.
From this and all previous contactsa with Northstar personnel, I am forced to one of two conclusions. Either: 1. Northstar Customer Service is attempting to cover up thlis indication of corporate misconduct by failling to report it to higher management, or, 2. The misrepresentation was a deliberate corporate sales policy which Northstar will not admit.

The present situation is that I am using a home seculrity system monitored by a company I have every reason to distrust; that has a customer department manned by persons whose word I cannot trust.

I have paid the monthly "service charge" or "monitoring fee" promptly (once by withdrawal from my account and subsequently by mailed check) only because of the implied threat of collection action. Each check has been noted as paid under protest.

If Northstar's corporate officers are ethical business persons, they will surely terminate the contract without further charges or refund and remove the offensive reminder of this unpleasant occurance from my home. I ask nothing else.

Business Response: Dear Mr. **********,
As stated before it is very common for burglars to cut phone lines before trying to enter a home to prevent the alarm system from sending signals to the monitoring system, however, this would not work with your NorthStar alarm because your NorthStar alarm has a cellular radio in the panel which means it sends signals independently from your home phone.
Regarding my position in the company, I am the customer service manager and have never claimed to be anything I am not. This position covers a lot of different areas within the company.
I can assure you that I am not the only one who knows about your situation and I have personally discussed it with the director of operations.
Any misrepresentation that may have occurred was not deliberate and is not a taught sales policy here at NorthStar.
With all of this being said we will agree to cancel your agreement with NorthStar once we receive the equipment installed in your home back. We will send you an email to ************@aol.com with a shipping label for you to use to send the equipment back.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I acceptt the proposed resolution provided Northstar executes the proposal with reasonable speed.

12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Contract automatically renewed after term with no notification unless contacted in writing to not do so. Unreasonable to expect after 42 months. I purchased the system somewhat over 42 months ago for an initial contract period of 42 months. I have not been dissatisfied with the product but did want to change to a system used by my daughter as it could be controlled by cell phone. I sought to change to the new system and called Northstar to see about cancelling, but the cancellation cost was too high. So I decided to wait to get the new system. When I was sure enough time had past that the 42 months was complete, I got the desired system installed and then called NorthStar only to find that they automatically renewed my system without notifying me that my original term was done. Now that want $810 to cancel. I told them I could not afford that and I am now so dissatisfied with their business practices that I would not use them even if they offered the system for free. So I said I would continue to pay the monthly fee until the contract expired. Even then I have to send a letter telling them not to automatically renew. I believe that this business practice (automatically renewal without notification) takes advantage of senior citizens in that it is not reasonable to expect someone to remember after 42 months to send a letter to the company to tell them not to renew.

Desired Settlement: NorthStar should allow cancellation of the contract without fee. NorthStar should also notify their users that automatic renewal is about to take place so that users can either upgrade or cancel their service prior to the automatic renewal kicking in.

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. *****,
I am sorry to hear you went with another alarm company. NorthStar also offers the ability to control your system though a smart phone and I can assure we would be able to offer it to you for less than you are paying for it with the new company. However, if you do not wish to upgrade with NorthStar you can cancel early by paying off your agreement in full, $******, or you can continue to pay your monthly monitoring rate until the end of your term, March 15, 2016.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This company failed to notify me of the automatic extension. I have paid a full term (42 months) so they are whole financially, but I am suffering. At least they should discount by 3/4 my remaining contract.

Business Response: Dear Mr. *****,
We will accept 3/4 of your remaining agreement as pay off, as long as it is paid all at once. Therefore, the amount to cancel your agreement would be $******.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I reluctantly accept the resolution proposed by the company although I firmly believe they could reduce the owed amount as they have no additional investment to recover and this represents pure profit without any additional expense on their part.

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am being billed for Services that I request cancelled and North Star is attempting to extend my contract. In Aug 2014, I call North Star to suspend my services that was not in use. I was told that my contract was automatically extended and that I must put my request in writing to discontinue services. On Oct 14th 2014 I sent an email to discontinue my services. It was obviously recieved because there were no errors on sending. At the end of October someonce came to my home to upgrade my equipment. I refused and told them I wanted the equipment out of the house. I was told this would be forwarded. I signed a file to that affect. On Nov 6 2014 I was charged $54.11 via automatic deduction. I called and spoke to ****** at North Star and disputed the charges. She asked me to forward a copy of the email sent in Oct which I did and she confirmed was received in Oct when she searched. She indicated that she was forwarding my complaint. Instead of a refund, I received a letter yesterday stating that North Star thanking me for my letter but that they are extending my contract to 2016. I called Customer Service today and was told by **** and ***** (****'s supervisor) that they "will not hold me to my contract" but that I will have to pay for another 60 days. I want North Star to: 1. Cancel my services. 2. No further Billing. 3. Refund my $54.11 from Nov 2014 and the $35 Stop Payment charged by the bank. 4. Never approach my for any services now or in the future in any form of communication.

Desired Settlement: Refund my $54.11 from Nov 2014 and the $35 Stop Payment charged by the bank.

Business Response: Contact Name and Title: ******* *******
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear ******** **************,
I show your original request to cancel was emailed on October 14, 2014. As I'm sure you are aware you signed up with NorthStar on May 21, 2009 for a forty-eight (48) month agreement that automatically renews for eighteen (18) months unless the customer or company gives written notice of cancellation to the other at least sixty (60) days prior to the end of any initial or renewal term. This would make the end of your current term May of 2016, however we have reviewed your request and agreed to cancel your account sixty (60) days after your original request was sent, making the end of your term December 2014.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
North Star Alarm does a very good job of hanging onto their customers, even those who do not want their services any longer. When I spoke with their representative in August to cancel my service, the only things I was told were:
1. That I had to send my termination request in writing because I cannot cancel the service with a phone call.
2. I could not cancel then because my contract ended in Oct 2014 since they automatically extended it.
Please note, this all started because I originally called to suspend my services for a few months while I dealt with a number of issues, not the least of which is that the alarm kept going off when not in use. Because of the way their representative handled the call I decided I no longer wanted to do Business with them. A copy of my contract was suppose to be sent since I did not have it.
No one from North Star contacted me upon receipt of my cancellation notice. In fact, when I spoke with ****** in Nov, she initially told me they did not have it. Once I forwarded her the email, she was able to find it. Any ethical business would have responded to me and note that I had to give 60 days notice. No one ever said anything about that until my last call in Dec 2014.
Instead I received a letter thanking me for the receipt of my cancellation letter telling them I no longer want their service, but then informing me that not only am I not able to terminate their service but that I will be having it for another 18 month. The insanity of it is mystifying.
I do not use or want North Star's service. I have been attempting to get rid of them since August 2014. No more. I will not accept any compromises because I feel that as a customer I have not been treated ethically.
*. ***** **************

Business Response: Dear Ms. **************,
I am sorry you feel this way. I show your December payment declined however, we will just cancel your account and not require the December payment.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I just want them to go away. I do not have any more time to spend on their unethical business behaviour

12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company seems unethical. Shady sales practices, terrible customer service, unusual contract, FICO score must be a minimum of 650 to stop autopay. The company seems very shady. They sell their alarm service door to door. Very pushy with a price seemed flexible--they negotiated the price as if I was purchasing a car. Asked for bank account info right away and I was unable to log on to their website to make my payments. I was never told when I set up the service that I wouldn't be able to ever get out of the contract with out paying the rest of my payments even though I was disconnecting service. They do not offer a penalty to terminate the contract, you must pay (in full) the remaining months of your contract. I was never told that this would show up on my credit report like a line of trade. It shows up like a loan on my credit report. I have been with the company about two years now. I had an issue with my alarm panel and they would not come out to fix it without charging me a fee (for their equipment that is malfunctioning). I am changing bank accounts and needed to stop auto pay and they make you sign a form saying that you meet the following requirements; maintained service for at least three months (ok), maintained consistent payment history for time as customer (ok), have a minimum FICO score of 650 (seriously?). I find it ridiculous that my credit score defines whether or not I can discontinue auto payment. The company website never works and I can't seem to ever log in to see anything regarding my account with them. I call them about it and they state that they are aware of the issue but no answer as to when it will be working. This is truly one of my worst mistakes and I dislike the company's business practices/customer service. I have complained before and they state that if I don't like it, I can buy out my contract or stop paying and let the account go to collection. I am very dissatisfied with this company.

Desired Settlement: I would like to terminate my contact with the company.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Mr. ***** ****,

I'm sorry about the frustrations you have had with your payments on the account. The representative does have some flexibility when initially setting up your account. When an account is set up our representatives are able to adjust monthly rate, term length, and equipment given to fit each individual customer's needs. In that initial set up we de verify verbally in a recorded welcome call and in section 1.1 of your agreement what your length of term will be. In regards to credit reporting, the agreement in the Acknowledgements section right above your signature states in bolded letters, "CUSTOMER AUTHORIZES THE COMPANY TO CONFORM THE CUSTOMER'S CREDIT RECORD AND TO REPORT THE CUSTOMER'S PAYMENT PERFORMANCE UNDER THIS AGREEMENT TO CREDIT AGENCIES AND CREDIT REPORTING SERVICES." Because you have never been late on your monthly payments we have reported your account as current each month with us. We received a call from you regarding switching to paper billing and the representative immediately voided the next monthly automatic payment to give you time to return the paper billing request form. Looking at your account you meet these requirements and so if you send in that form we would be happy to switch over your account. As far as the website I know that last year there were some issues with customer logins do to the fact we were switching to a new provider. At this points the customer login for billing are functioning correctly. I see we have a username set up for you. If you need to reset your password or having other issues please call our customer care department and we would be happy to help you. We can also set up payments over the phone for you at no cost if you wish. Again, I'm sorry about the frustrations you have experienced up to this point.

Sincerely,
******* *******

12/3/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Continued collection of fees even though service not being provided. Requesting termination of contract. In May of 2010, my wife and I agreed to a four-year agreement with NorthStar Alarm Services. In 2014, this contract automatically renewed for an additional 18 months, with the new termination date of November, 2015. Sometime in late July or August, 2014, NorthStar lost the ability to communicate with our unit, which wasn't discovered until their monthly test of the system on August 25, 2014. According to the technician that called us, this was likely because Comcast (phone provider) had upgraded their system from analog to digital, meaning that our system could no longer communicate. Through the course of several phone calls from August 25, 2014 to September 1, 2014, we requested that NorthStar either restore service or cancel our contract, since they were no longer providing alarm services as agreed to under the contract signed on May 7, 2010. NorthStar stated that our only option was to pay for an upgrade to cellular service and extend the contract, and refused to cancel the contract. We are not interested in upgrading the service and simply want no further billings. On September 5, 2014, we sent a formal, written request for cancellation to NorthStar. Customer service representative ****** with NorthStar confirmed on September 26, 2014 that this request had been received on September 5, 2014. ****** stated that NorthStar had decided to continue collecting monthly fees, even though no service was being provided. NorthStar intends to continue collecting monthly fees of $39.99, at least to the completion date of the renewal contract in November, 2015, an additional $519.87 for no service.

Desired Settlement: We are simply seeking cessation of the contract and no further billings. Service is not being provided, and therefore it is not appropriate to continue collecting money. Because the original contract term of four years was completed, NorthStar has been reimbursed for the cost of its equipment. We have reasonably requested to no longer be billed by NorthStar, which has been refused by them. Section 12.5 of the contract allows NorthStar to cancel the agreement in the event of a loss of signal (which has happened), and accordingly we request that they cancel the agreement.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. ********* ****************,

NorthStar is willing to send a technician to your home to attempt to reconnect the phone line to your system at no cost. It is possible because of changes made by your phone company that they will not be successful in getting your system to communicate or that if he is successful, that phone company would again make changes, and another technician would be required, for which a fee would be required. Because it is the customer's responsibility to provide a compatible telephone line we are willing to allow you to continue with your current service through the phone line, but a telephone line that supports your signals would be required as specified in your agreement (Section 7 of the agreement).
NorthStar is also willing to upgrade you to cellular service. If you would like to extend with us for 36 months we are willing to waive the cost of the equipment (Our newest touch screen panel), waive any additional monthly fees, and any service fees. If you would not like to extend we can discount the equipment to $99 (retail price of $700), the monthly monitoring would only increase $5 to $44.99 (the cell monitoring cost for new customers begins at $69.99), and we would also waive any service fees for the technician to come out to the home. If you would rather not be monitored and cancel just cancel the service then the remaining balance would be required.
We are willing to monitor your system and I have provided you many options here. Just let me know which you would like and I will set it up for you. NorthStar did contact you promptly when signals from the system were not received and Section 12.5 of your agreement does allow NorthStar to cancel if:

"connection wires or other Equipment are destroyed by fire, catastrophe or by any other means, or are so substantially damaged it is impractical to continue service; or in the event that Company is unable to either secure or retain the connection or privileges necessary for the transmission of signals between the Customer's location and the Company's Monitoring Facility and the police department of other emergency contacts for any reason or any cause whatsoever."

Because the phone lines are not damaged, and we have provided you practical ways to continue monitoring we will not be able to just cancel the agreement.

Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This complaint has NOT been resolved. It is puzzling to me that it took a complaint to the BBB for the business to finally offer the logical and reasonable option of sending a technician to our home to attempt to reconnect the phone line. This simple possible solution was NEVER offered despite over 5 separate phone calls to NorthStar in August and September 2014; the only option offered was the upgrade to cellular service.

On October 23, 2014, I attempted to call Ms. *******, but was told that she was on leave, and was directed to her voice mail. As of the date of this response, I have not received a return phone call from anyone at NorthStar.

Business Response: Mr. ****************,

I attempted to call you today, but was only able to leave a message. Your account has been noted that if you would like technician to come to the home to attempt to reconnect the phone line we will send one at no cost as indicated in the previous reply. You can call me at ************, email me at *************@northstaralarm.com, or reply here if you would like me to set up a work order to have a technician come to the home. If I am out of the office any of our customer care representatives are authorized to help you set up this work order via my note.

Sincerely,
**** ********
Customer Care Supervisor

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
On November 11, 2014 we reluctantly agreed to pay the remaining term on the contract, in return, NorthStar has agreed to provide us a written receipt notifying us that our contract is closed and that no further fees will be collected. As of the date of this response, we have not received this written receipt, but we needed to post a response before the response period passed.

While we accept this resolution, we remain very disappointed with NorthStar's customer service and approach to this matter, specifically continuing to collect fees for non-functional equipment and providing no option to redress the matter other than incurring additional expenses and length of contract.

Frankly, we are surprised that this kind of contract is even legal. We understand that under the initial contract, NorthStar rolls the cost of its equipment into the monthly fees to reduce the upfront costs, but since we were in a renewal term, the costs had been paid for. For others reading this, we strongly urge you NOT to sign the contract as is, specifically we would recommend that you not agree to automatic renewals of service and that you insert a clause that allows the contract to be terminated immediately for lose of service not resulting from the ownners negligence. As we stated above, we remain profoundly and deeply disappointed with NorthStar Alarm Services, and feel that their approach to business is predatory and deceptive.

11/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales rep never fully explained contract and refused to give "form C", which explained consumer's right. All attempts to cancel services failed. purchased on 10/07/2014. problem stated on 10/09/2014 when several calls to the sales rep, **** ****** were not returned. Call NorthStar to ask about consumer rights to cancel and was told to that I could not cancel because a written cancellation would need to be received by 10/10/2014. Thus, a written cancellation was faxed. Rep called on 10/11/2014 to inform that the 3 day cancellation had expired and that the written cancellation was not received in time. I asked, why didn't I receive Form C? Rep asked what was Form C? I stated, a form about the consumer's rights with this alarm service... Rep hung up! I called several times, but am only told that if I do not make payment automatically then the account will be sent to collections. Account *******, 1st payment of $159.00 was charge 4 times, had bank issue fraud alert and stop all future payments.

Desired Settlement: Cancellation of contract and return equipment.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Mr. Phineas Cody,

I'm sorry for the misunderstanding on your account. Looking at the notes on the account I see that we at the corporate office never received a call within your first 3 days of service. The first call we received from you was on October 20, 2014 to inquire about a hold on your debit card. We informed you that we had no such hold and asked you to check with your bank.
In regards to the Form C, this form is optional within the initial paperwork, but on every account we do conduct a quality assurance call. In your call we asked the following questions:

"It looks you are currently being monitored by ADT, is that correct?

Who do you pay your bill to?

Do you understand that NorthStar is a different company, and not acquiring, merging, or associated with ADT?

Do you understand that ADT is not going out of business?

Do you understand that you are solely responsible for canceling any existing alarm agreement in order to avoid paying two bills?"

These questions verify the same information that is verified in the Form C. In regards to your written notice of cancellation I don't see that we received any written notice you would like to cancel prior to this filing with the BBB. Again, I apologize for all the trouble you have had with the account and in light of the misunderstandings and we will cancel your account with no penalty. A technician should be contacting you to pull the system from your home.

Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Northstar has agreed to cancel this account without penalties.

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were over promises and tried hard to work with North Star Alarm by having them come back several times to make the system work. Bottom line........ North Star Alarm only gives you 3 days to test a complex system and is more than willing to work with you to get you past the 3 days on a system that just doesn't perform as advertised as we see it.

Desired Settlement: I wish IU had checked the BBB web site before we signed this contract. Now it will take over $2000 to get out of a product we do not like at all. We want BBB to get us a refund and odds are that will not happen so this message is for you, DO NOT SIGN THAT CONTRACT! ****.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ************
Contact Email: ***************@northstaralarm.com
Mr. **** ********,
I apologize that you have had technical trouble with your system. I do see we have sent out a number of technicians to assist you with your cameras. Because of that trouble I would like to offer you a credit of $***** to cover two months of service. If you are still having trouble with the system please let me know and we will be happy to send out the technician at no cost.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We are still stuck with a system that doesn't work very well for 5 years and with a company that treated me like trash on the phone. The entire reason to go to a security camera system was to feel more secured at home. And we don't.

I would much rather have this company have a F+++ rating on BBB than to accept money as a bribe to make them feel better. If they want me out of their life they can take the stupid system back. I am willing to NOT ask for the $600 bucks I gave them as a lesson to look someone up on BBB before I sign.

****

Business Response: Mr. *********,
Again, if the cameras are not working properly we will send a technician to your home at no cost. If you would rather not use the camera portion of your security system we can refund what the amount paid for those cameras and lower your monthly monitoring by $4. We are willing to do what we can to get the system working properly and provide you with peace of mind. Please let me know if you would like me to set up a technician to come out to the home.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Grant it, I trusted a sales person that I have known for several years now in signing up with Northstar and I should have looked them up on the BBB before I did sign the dotted line. I also should have been less nice-guy each time they came back to fix the system. If I had it would have been on record that I was not happy with the results. There is a lot of things I would have done different with Northstar if I had known they would have been this poor about talking on the phone to get this resolved, but here we are now.

Northstar has a poor reputation with the people I talked to after the fact and they want to hold me to a contract on a system that just doesn't perform very well. Sort a like a cell phone company. But what is different?

$ A cell phone can be used for security, right?
$ Northstar is my security for my family, right!
$ Northstar contract says I had time to cancel, but they were still working on it after this deadline, right!
$ When the tech left the last time and we still had problems I called to talk to my sales person and he recommended I call the service center, right!
$ I started the process to cancel after I gave Northstar several tries to fix the system, right!
$ Northstar asked me to get someone like a family member to take over the contract. Why would I send a family member a security system that doesn't work very well?
$ Ok, I am being forced to use a security system that just doesn't work very well, right?
$ So Northstar 1st wanted me to take some money to shut up, right?
$ Now Northstar wants me to take the camera's off my house because they don't work very well and lower my cost by $4, right?
$ So I left Monitronics for a security system that was SOLD AS better security system and so far it has not proven to be one, right?
$ If I am not satisfied and Northstar has not been able in a reasonable amount of time not make the system to perform as advertised then why am I being forced to stay in the contract, right?
$ Northstar says in commercials they are our security professionals (or something like it), right?
$ Why would a security professional want me to keep any system that has proven to not work very good, is not Northstar more interested in my family safety than they are a contract?

If I did accept a resolution then Northstar would have a good mark on the BBB so I see it as a bribe, pay me and I will stop saying you suck. As I have said before, if Northstar wants me to continue to pay them a monthly fee on a system that sucks then I would much rather see them have a very poor mark on the BBB so others are warned before they sign up with Northstar.

Also now it is personal, as I said before! I want nothing to do with Northstar! Let me repeat that again. I want nothing to do with Northstar! I have offered Northstar to keep the $600 cash I gave them as a lesson learned. I want out of the contract, I want nothing else BECAUSE they want $2000 to get out of a contract that Northstar has not fulfilled. We know they have the power to let me go. I called and was nice about it, I want out of the contract because your system does not perform well, now we say suck. Let me repeat this, I want out of the contract. You know why, but why do I have to pay Northstar to get out if they did not perform? This does not make any sense!

Maybe a law should be put into place that says companies like Northstar or cell phone companies cannot perform as advertised then we the public should be released of the contract and paid in full the monies they have took for services due to their failure!

So how bad is Northstar?
URL: http://besthomesecuritycompanys.com/companies
They are at the bottom of the page if you want to look them up. A score of 4.8 out of 10, that is not too good if you are looking for an alarm company to protect your family.

So the BBB asked for a solution on this complaint and I have listed it. Northstar also has the power to make me stay as a unsatisfied customer paying them a monthly fee on a system that sucks. If they pick this option then so be it. They will have a very bad mark on the BBB website from a guy that would not accept a bribe to stop talking. I would be more than happy to put a sign in my frontyard that says "DON'T USE NORTHSTAR, THEY SUCK!" I also have access as does any other consumer to add to the anti Northstar stuff on the web. I am sure I can get enough people that will not sign up with Northstar to make up the $2000 they wanted me to pay to get out of a contract on a system they have been back to work on several times. Which the guy says the same thing on why it is not working and he test and it is not the reason. If you have tired a few times and what you are doing is not working then it has to be the system or the tech or both. Seems to me it is a losing battle if I pick one or the other.

Now after all that, now let's talk about how I was treated on the phone when I called to complain. Na, it aint worth it. What was said was said and as I said I am to the point I just don't care. I should have gone with *** or some other service.

The ball is in your court ******* *******. Do you want to keep this unsatisfied customer for the next 5 years or do you want to rip up my contract on a system that sucks? You can keep the $600 cash I gave your company, unless you feel real bad about how poorly this has turned out and you can give me my $600 back so I can get another security system.

****.






Business Response: Mr. **** *********,
I'm sorry that you feel NorthStar isn't concerned with the safety and security of your family. I can assure you that this is not the case. We do not want you to pay for a system that is not working correctly which is why we have credited you for time in which you indicated this was the case. We also offered to send a technician to your home to fix the problem at no cost, which you have declined. These offers were not just 'bribe(s) to stop talking' as you have said, but were attempts to compensate you for the time in which you indicated the system wasn't working and then also to remedy the problems you were experiencing with the system.
Most NorthStar customers are extremely satisfied with their service, which is not surprising since we use Honeywell equipment, which is one of the oldest and most respected companies in home alarm equipment. Your monitoring history shows that we are receiving your periodic test reports and there have been no trouble signals, communication failures, power failures, or false alarms. This indicates to us that the monitored doors and windows along with the motion detector and glass break detector all seem to be working correctly and protecting your family as advertised. I even see in your history that we were able contact Melinda about an alarm on your garage door over the two-way voice feature included on the panel. She verified your verbal password and indicated that everything was fine and that police dispatch was not necessary. This is another example of the system working correctly to protect your family.
In fact, the only technical trouble I can see on the account is with the cameras. Again, we have offered to send a technician to fix those cameras. Because in your first reply you showed no interest in attempting to have those fixed, we offered to remove those cameras and reimburse you for the cost of those. The cameras are one portion of a larger system designed to contribute to the safety and security of your family. I'm sorry that the trouble you have had with the cameras has rendered the whole system worthless in your eyes. We have many customers who have the cameras and are satisfied. We also have many customers who have a systems similar to yours, but without cameras and are also satisfied.
NorthStar is ready and willing to do all we can to offer you the security and peace of mind you were promised and we believe that we can provide that to you. With that being said, your correspondence indicates that you have no intention in coming to any resolution besides cancellation. In light of this, I have had your account reviewed and NorthStar has agreed to cancel your account. A technician will be contacting you to pull the equipment from your home and the $300 you paid for additional equipment will be refunded. We are sorry we could not come to a mutual understanding regarding the account and I'm sorry to lose you as a customer. Please let me know if you have any other questions or concerns.

Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I accept and glad to be done with this to the point
***With that being said, your correspondence indicates that you have no intention in coming to any resolution besides cancellation. In light of this, I have had your account reviewed and NorthStar has agreed to cancel your account. A technician will be contacting you to pull the equipment from your home and the $300 you paid for additional equipment will be refunded.***

I don't even want to comment on what was said in the response by North Star.

Please send someone out and remove the system so we can get a better one installed and with a company that will listen to customers. -****.

10/31/2014 Advertising/Sales Issues
10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A/C# ******* at **** ******* ******** ** was set up in my name without my signature and agreement. I have called and written and have had no response. My name was signed to a contract (a/c# *******) for service at **** ******* ******** ** on 8/28/14. **** ****** for Northstar took the signed application fully knowing that I did not sign it and authorize it. I have contacted Northstar several times and they have not called me back. I have also written a letter to the manager ***** ***** and *** ***********, Director of Operations and no one has called me back. Northstar used my name and date of birth provided by tenant at **** ****** to get a credit approval and set up this account in my name. I did not give my permission for a credit check, nor did I sign or authorize a contract in my name.

Desired Settlement: Remove my name and social security number from the contract for a/c *******. I did not sign it, review it or agree to it. I am not responsible for it.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: *************
Contact Email: ***************@northstaralarm.com
Dear Ms. ***** *******,

I'm sorry for the trouble with your account. I see that we did have a representative call and leave a message for you on October 17, 2014 to attempt to resolve this with you. Regardless, your name and social will be removed from the account and we will switch it solely into *****'s name. I will get that done effective immediately and you will not be held responsible for the agreement. Please let me know if there is anything else we can do.

Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Dear Ms. ******* ******* thanks for providing this response. Unfortunately I never received a call from your company and I have called on several occasions. I am however satisfied that my name and social security number will be removed from the account. I do have my credit reports monitored so I will keep a check on this. Thank you again.
Sincerely,
***** *******
***** ********
Email: ****************@yahoo.com

10/27/2014 Problems with Product/Service
10/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a contract with NorthStar for property located at **** ******* *** in **** ****** ****** The property has been sold, I have no further use for the alarm system and the new buyer did not wish to continue the service. I have called NorthStar twice and written them two letters (one of which was certified)in an attempt to settle my account and pay the final balance. Other than a final figure I was quoted by phone, I have gotten no response from them. I am beginning to believe this is SCAM operation. Any assistance you can provide would be deeply appreciated. My customer number is XXXXXXXXX.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a final billing and cancellation of the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ***** ******** I'm sorry for your frustration. I see here we emailed you the final invoice to *********@swbell.net on August 26, 2014 and also emailed one to your daughter on September 30, 2014 per her request. We also received and processed your written notice of cancellation September 2, 2014. Your account status is now 'Cancellation Pending' and will be completely cancelled upon receipt of your remaining balance $1619.55. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received an e-mail invoice from NorthStar and I do not have a daughter, so I do not have any idea who would have requested it on September 30. That being said, a final invoice has been received and has been paid. Your assistance is greatly appreciated because they would not respond to my requests. Final Business Response /* (4000, 9, 2014/10/20) */ Mr. ***** ******** The payment of $1534.70 has been received. The account is now paid in full and had been completely cancelled for you. Please let me know if there is anything else I can do. Thank you! Sincerely, ******* ******* Final Consumer Response /* (2000, 11, 2014/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2014 Advertising/Sales Issues
10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company will not allow contract termination and continues monthly billing after written notification of termination. I signed a 5-year contract with North Star in July 2007. The contract auto-renewed in July of 2012, although I received no written notification of the contract renewal. I attempted to cancel the service in August or September of 2013 and was told I couldn't cancel till July of 2014, based on the auto-renewal. I called on August 11, 2014 and was told I couldn't cancel the contract without giving them written notification. I immediately sent an email to cancel the service.I was subsequently charged the $39.99 monthly fee in August, and then again in September. On September 19 I called to ask for a refund for those two months. I was refused. I was told the company had to "decide" whether or not I could cancel. I asked why they were allowed to decide whether or not their customers could cancel, I was told I had automatically agreed to an 18-month renewal (not a year as I was told previously). When I asked why it took 60 days to process a cancellation request, they said it was because it had to go through "all the departments" at the company. Although all the customer service reps have been courteous I have been given different information from different representatives. The auto-renewal system is dishonest; courteous businesses communicate with their customers about contract renewal, especially when there has been no contact between the company and the customer for five years. A 60-day cancellation process is unacceptable. The company's attitude has been that I am in the wrong, and they have not offered any solutions to the problem. I have been a customer in good standing during the entire length of the relationship, and instead of rewarding my loyalty when I no longer have need for their service (I haven't lived in the home for two years), the attitude has been, "sorry about your luck."

Desired Settlement: I would like a refund for the $480, which is the amount of money I have been charged since my first attempt at cancellation.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Ms. **** ****,

I'm sorry about the misunderstanding. In section 1.1 of your original agreement, signed June of 2007 states: "This agreement will commence on the date the product is delivered to Customer. The initial term shall be sixty (60) months. This agreement will automatically continue for successive eighteen (18) month renewal terms unless the Customer or Company gives written notice of cancellation to the other at least 60 days prior to the end of any initial or renewal term."

We received a phone call in April of 2013 regarding cancellation because you would be moving. At this time your current renewal term ended in January of 2014. The representative offered to move the system or transfer the system to the new homeowner, which you refused. The representative then advised you to send in a written notice of cancellation so it could be set to cancel at the end of the current term. We received no written notice of cancellation from you. We received another call from you in August of 2014 regarding cancellation. Because we had not yet received your written notice the account had again renewed until July of 2015. Again, the representative advised you to send in your written notice of cancellation.

We received your written notice on August 11, 2014. Your cancellation request was reviewed and because you had called in previously NorthStar then the cancellation department determined that an exception to the agreement could be made in your case in which you would only be held to the sixty day notice required rather than the full renewal term which would have ended July of 2015. Your last payment was paid on September 16, 2014 and your account has been completely cancelled. Because of the terms of the agreement we must deny your request to have the previous months refunded.

Sincerely,
******* *******

10/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to complain about a security system by the name of North Star that provided false information and mislead me to believe that they were taking over for the alarm system I already had, called Vivint. They (Northstar) told me that Vivint was being sued by the federal government, because they were not answering when alarms went off, so north star was taking over that company and that everything would remain the same, same alarm code and codename, same price. I never would have changed systems if not for this information. Then I found out I was still being billed by Vivint plus by North Star. I contacted other people and they were having the same problems with billing. Supposedly a form letter we were given by north star to send to Vivint was going to take care of problems like that, apparently it didn't. My daughter and son in law also heard these allegations from North Star and are signing this letter. I am terminating my service with North Star since they mislead me and gave false information I feel validated in breaking the contract.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Ms. *******,

I apologize about the misunderstanding between yourself and our representatives. Your account has been placed on a pending cancellation status and a technician has been sent a work order to come remove the NorthStar service from your home. Once the system is removed your account will be completely cancelled.

Sincerely,
******* *******

10/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Service switched from ADP to NorthStar. Sales rep (***** ******) showed up at door on 9/17. Represented self as from ADP, the security service I've been using. Thought I was getting free upgrade from ADP. Instead, I was switched from ADP to NorthStar, and at higher monthly rate. Upgrade done on 9/17, then I realized that switch had occurred. NorthStar notified on 9/18 that I want to discontinue service. I consider this to be a twist on the old bait and switch. This really strikes me as being rather dishonest. As I said, sales rep showed up at door--I did not call, email, request service, or request that sales rep come to my home.

Desired Settlement: I'd like new equipment removed from my home and the old equipment restored as before. So, to reiterate, all new equipment removed and all old equipment reinstalled. Also, that all billing information be removed and no money be taken out of my checking account, since I am now stating that that was not agreed to in good faith and under false pretenses on my part.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Mr. ******* ******,

We have received your written notice of cancellation and a technician has been assigned to contact you to pick up the equipment. I have submitted the refund for your initial payment of $104.99 to be returned to your bank account and you should receive that within 7-10 business days. The technician will remove the NorthStar equipment, but because our technicians are not familiar with the install practices and procedures of your previous company and they would not have access to test monitoring and verify everything is working correctly the technician would not be able to reinstall the old equipment.

Sincerely,
******* *******

10/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/13/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a door-to door Salesman representing NorthStar Security Systems on July 28, 2014. I expressed that I did not have time to talk because I had just arrived home, but rescheduled to speak with the representative on Saturday, August 2, 2014. The Salesman returned on this date and explained that the company was offering a special value on a new wireless security system for customers who had previously installed ADT security systems that were out of date. The Salesman stated that this promotion was only offered to homeowners in my neighborhood. He informed me that the company was new to the area, however they had a local office in the area and were approved with a B rating through the Better Business Bureau. I was told that the only expense that I would be charged would be $48.99 per month for monitoring. He also stated that he would contact ADT Security and cancel my services through them because he did not want me to be pressured into staying with their company. If all of this did not alert me that this was a scam, I should have known it when he stated that the system had to be installed on the same day as the visit in order to get the promotional value. I had it installed and five days after completion, I was charged $147.99 (08/06/14)for the installation fee and first month monitoring. I called the Salesmen to report that my account had been drafted. His response was that he would contact the office and have the money refunded to my account or in the form of a check within a week. I have as of yet not received any refund. I have been lied to by this company and I am not even sure what can be done at this point because the terms of the contract that I agreed to is for 3 years. I called ADT Security to check to see if they had been contacted by this company concerning my decision to cancel, ADT explained that no one had called. I have been searching on the internet over the past two weeks and saw nothing but complaints about this company being a scam and rip off!!! Product_Or_Service: Honeywell Alarm System

Desired Settlement: DesiredSettlementID: Refund I would really like to get out of the contract with this company, return all of their equipment and return to ADT Security where I have been a customer for the past 4 years. I do not trust them because I was lied to about their product as well as services. I cannot assure that my home which is a valuable asset to me is protected by this company.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Ms. *****,
I am sorry about any misunderstandings that may have taken place. We certainly do not want you to have to pay for two alarm companies. Therefore, if you will send in a copy of your agreement with ADT and a final invoice with them we would be happy to help you with that.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Hi Ms. *******,

I thank you for your response. The billing with ADT was not in question. My complaint centered around being charged $147.99 for installation fees by North Star. I was not expecting to receive my first bill of $48.99 until 09/18/14. I have not received any statements or follow-up information from North Star other than a certificate. Being that my account has been drafted, I was seeking reimbursement of that amount.

Business Response: Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Dear Ms. *****,
The initial payment of $147.99 is the initial amount required to activate your service. Your agreement indicates that the initial payment would be $147.99. Section 3 of the agreement states "Customer agrees to make the following payment prior to the installation of the system." This payment is drafted 2-5 days after the installation of the system and this is confirmed with you in two verbal phone calls. One before the installation of your system and the other immediately after the installation of the system. Those calls were recorded and if you would like copies of them I would be happy to send them to you. Again, if you were billed by ADT since you signed up with NorthStar please send us that agreement and final invoice and we will reimburse you.
Sincerely,
******* *******

10/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We made clear to salesman we were moving in 12-18 mos. He assured us we would be on month-to-month billing, no contract. Moving. 60 month contract. Salesman first misrepresented service as an upgrade to existing service. Since company name had changed from Brinks to another name, we thought we were dealing with the same company. While signing the paperwork we became aware it was a different company but went ahead as salesman assured us more than once that we would be able to continue on month-to-month billing basis, as we had been with Brinks, rather than beginning a new contract. It turns out that somehow we got locked into a five year contract without realizing it. This was in May 2013. We have sold our house and are moving next week. We are stuck for 3-1/2 more years, and from complaints we read today, it appears that after the five year contract is over people have been obligated for another 18 months somehow, which implies that we may be on the hook for more than the $1760 remaining in this supposed fraudulently acquired five-year contract.

Desired Settlement: Release from fraudulently set-up contract.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Ms. **** ****,
I'm sorry for the frustration you have had with your move. We have reviewed your account and because of the misunderstanding we will be waiving the $99 move fee to move the system to your new home at no cost. We will also upgrade you to our newest L5200 touch screen panel and reinstall the other wireless equipment from the system in your previous home along with three standard door sensors. There will be no fee for equipment. Thank you for giving us an opportunity to help you with this situation.
Sincerely,
******* *******

10/10/2014 Problems with Product/Service | Complaint Details Unavailable
10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales rep totally misrepresented terms of payment. Has made himself totally un-reachable. Sales rep, ******* ********, used deceptive and false enticements to secure my agreement to accept signing on to a five year commitment for this service. Specifically, he told me that the first six months would be gratis and that he would be the one who was responsible for making those payments, 'out of his pocket'. Additionally, when I checked my bank statement the day after he was here, there was a charge already paid to Northstar for $74.99. His assurance that I would not be charged for the first six months for the $40.00 a month service not only didn't happen, it was less than 24 hours before I was assessed a bill payment which exceeded by $34.99 the promised monthly amount. As for the installation, there are features of this new system, which was already pre-wired from an earlier installation, that aren't working and all attempts to reach Mr. ********, if that is even his real name, have gone un-responded to. While he was here, he told me he was a former baseball player and apparently the singular talent he learned from that was how to hit and run.

Desired Settlement: There is a totally bad taste in my mouth about the agreement I made with Mr. ******** that I want it to all just go away. I truly believe he took advantage of me with outright lies and false promises which he had no reasonable expectation of fulfilling. It was simply a case of 'tell him what he wants to hear' no matter how fanciful it compares to the reality. I want out of this contract and to be made whole for the excess I have already been charged, $34.99.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Mr. ****** *******,

I'm sorry for the situation with the representative. I have reviewed your welcome call and the representative did indicate that he would be sending in a check for $*** in lieu of your account being drafted. Again I'm sorry for the frustration this has caused. I will be crediting your NorthStar account $*** today to fulfill the promise made to you by the representative. Thank you for bringing our attention to this situation and thank you for your patience with this matter.

Sincerely,
******* *******

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called and said they need to upgrade equipment but I must either sign a new contract or pay for an alarm that will not work. Contract ends in June I no longer live in this residence in El Paso, but when I moved they refused to cancel my service, so I still pay every month. I think the contract ends in June 2015 (I had better find out for sure, other complaints about this company say they will automatically extend for 18 months if you do not notify them 60 days before the contract ends). A friend will be living in the house. They called yesterday to say they need to upgrade the equipment, and needed to come by for more information. When I asked what information would be needed they said I would have to sign a new contract. I told them I don't want a new contract. Apparently my options are to pay for the upgrade, or continue to pay for an alarm system that will not work. I suggested to them that this was not ethical, and that I just want them to continue the service for the rest of the contract, since I am paying monthly until the contract ends. They said I need to call them back and tell them what I am going to do, but they would not budge about the need to sign a contract, pay for an upgrade or keep non-working service and continue to pay. I think this is a scam--I am not clear why they need an equipment upgrade, but if they do it should be included in the cost of the system, without having to extend a contract (by the way, even though they say the contract can be a "short" as three years, my understanding is they only have 5 year contracts).

Desired Settlement: I want them to upgrade the equipment if that is really needed, and end my contract when it terminates after the 5 years are up. I do not want to sign a new contract, and I do not want to pay for service that doesn't work.

Business Response: Contact Name and Title: ******* *******, Customer Care Manager
Contact Phone: ***** ********
Contact Email: ***************@northstaralarm.com
Ms. ****** ****,
I'm sorry for the experience you have had. Looking at the monitoring on your account I see we are still receiving your periodic test report showing that the system is still communicating. If your friend is moving into the home then it should be working properly. Your equipment is under warrantee, so faulty equipment costs are covered throughout your time with us. If the friend moving into your home has any issues with the system please just ask them to call in and verify the verbal password. We would be happy to help them. You are correct that your current end of term is June 2015. I will accept this as your written notice of cancellation and set your account to automatically cancel on May 31, 2015.
Sincerely,
******* *******

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

10/6/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** ********* rep.for North star knocked on door on 5/13/2014.Came in and said he notice the Vivint sign and he stopped by because they were upgrading from 2g to 4g because neighbors were having trouble with the 2g.I told ****** I wasn't having trouble and was satisfied. He said Vivint had filed bankruptcy. It was when I received my bill from vivint I called Vivint and told Shelby what I was told and she assured me that was true I sent North star a cancelation note,they refuse it and actually saying I'm lying about the situation. Now they are calling me threating to turn it over to collection.I have a very bitter taste that they allow their reps.to totally mislead, then try and force you with something you don't want.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I had Vivint to come and continue their services with whom I'm very satisfied with. All I ask and pray is North star cancel contract and leave me along.l have learned a valuable lesson.

Business Response: Initial Business Response /* (1000, 5, 2014/09/29) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******** I am sorry about any misunderstandings that may have taken place and we are sorry you no longer wish to have NorthStar's Service. Your account has been reviewed and NorthStar has agreed to cancel your account provided you return the NorthStar equipment. Please mail the equipment to: NorthStar Alarm Services 1280 South 800 East, St 200 Orem, UT 84097 Thank you for your patience with this matter. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 8, 2014/10/03) */ I'm satisfied with resolution .Thank you so much

9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SET UP 60 MONTH CONTRACT IN 2010. WAS TOLD WE COULD OPT OUT AFTER 36 MONTHS. CALLED AND TRIED TO OPT OUT, SAID WE MUST PAY FULL BALANCE OF CONTRACT. IN JUNE OF 2010 WE SIGNED UP THROUGH SALESPERSON WITH NORTHSTAR ALARM SERVICES ON 60 MONTH CONTRACT WITH PROMISE WE COULD OPT OUT IF WE WERE NOT SATISFIED WITH THE SERVICE OR AFTER 36 MONTHS WITH NO PENALTY. NEVER HAD TO USE THEIR SERVICE UNTIL ABOUT TWO YEARS AGO. THEY WERE VERY SLOW AT RESPONDING SO WE DECIDED TO CALL IN AND SEE WHAT OPTIONS WE HAD. WE LEARNED THAT WE HAD TO FULLFILL THE ENTIRE 60 MONTH CONTRACT UNLESS WE BECAME SEVERLY DELIQUENT IN OUR ACCOUNT AND COULD OPT FOR EARLY TERMINATION BUT IT WOULD AFFECT OUR CREDIT SCORE. WE LATER LEARNED THERE WAS PENDING LITIGATION AGAINST NORTHSTAR FOR FALSE ADVERTISING OF CONTRACT AND ATTEMPTED TO CONTACT THEM AGAIN TO SEE IF WE COULD OPT OUT. STILL THE SAME ANSWER WE HAVE TO FINISH A 60 MONTH CONTRACT. THEIR SERVICE IS HORRIBLE, NO LOCAL SUPPORT, THE HARDWARE IS NOW VERY OUTDATED, NO OPTION FOR UPGRADE AND NOW WE ARE STUCK PAYING ON A CONTRACT THAT WE ARE NOT CONFIDENT WILL EVEN WORK EFFECTIVLEY IF THERE WERE A BREAK IN. THIS IS SUCH AN INJUSTICE TO HARD WORKING PEOPLE WHO WANT TO PROTECT THEIR INVESTMENTS WITH OUT DATED AND MUNIPLITIVE CONTRACT "FINE PRINT" TERMS. PROBABLY NOTHING LEGALLY THAT WE CAN DO AND DON'T HAVE THE MONEY TO HIRE AN ATTORNEY OVER SUCH A SMALL REMAINING AMOUNT, BUT I WANT OTHERS TO KNOW EXACTLY WHAT KIND OF POOR SERVICES NORTH STAR OFFERS.

Desired Settlement: ABOSLUTION FROM CURRENT CONTRACT WITHOUT PENALTY

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, It is an unfortunate situation that you feel you were taken advantage of by our sales representative. After reviewing the situation in greater detail, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that you agreed to. This contract clearly states all terms of the agreement, including contract length, cancellation policy, and possible applicable service tax. The agreed monthly amount is $45.99. There is also an applicable service tax in the state of Arkansas, making the total monthly cost $50.36. The second item I would like to point out is relating to the face of the contract. In the contract terms, NorthStar Alarm decided there were two areas that the customer needs to understand above everything else. Next to these topics, we require the customer to sign their initials, to indicate they have understood that section of the contract. You initialed next to the monthly monitoring amount, as well as the term of the contract. Very clearly it states: "This agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. initials" Also, bolded in order to stand out, the contract states: "Customer acknowledges that prior to signing this agreement customer has read and understood this agreement." The third item is also relating to the contract. At the bottom of the contract, NorthStar makes available a three day right of rescission. The customer has the ability to not only use the system and see if it suits their needs, but also to review the contract for a three day period. If the customer is not satisfied with the system after three days, they have the right to cancel their agreement without any obligation. Lastly, we also have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes monthly rate, contract term, and other things. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. However, you are eligible for an upgrade, if you are interested you can contact an account specialist at (XXX) XXX-XXXX. Sincerely, ******* *******

9/22/2014 Billing/Collection Issues
9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their fine print forced us into 18 more months of service We signed a contract for five years and five days past the end of our term they automatically extended us into another 18 months and will not let us out. They say they need 60 days WRITTEN notice to cancel the contract. What is this 1970? Every other service company takes cancellations over the phone and absolutely nobody forces you into 18 more months that you don't want.

Desired Settlement: I want out of this contract.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, I show your account with NorthStar was cancelled on August 21, 2014 and your August payment was refunded to you. Please let me know if you did not receive that refund. Sincerely, ******* *******

9/17/2014 Advertising/Sales Issues
9/17/2014 Advertising/Sales Issues
9/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Automatically re-enrolled us for 18 months AFTER our 5 year contract was up and we informed them we were moving and not using them anymore. We became customers in late Nov/early Dec 2008. When we signed the contract 5 years ago they had us initial that 60 days before our contract was up, if we did not let them know in writing that we wanted to terminate the contract that they would re-enroll us for another 18 months at 39.99 a month. We were assured we would receive some kind of notice that the 60 days was near. During the installation of our system the technician drilled through our bathroom pipes in the wall. We were without water and had to incur costs to fix it ourselves as the local manager apparently did not contact the main office. We had to hire a plumber to use a shark bite to repair the piping...and use blow dryers for days to dry out the wall before it was closed up. We should have cancelled there and then but we were trying to help out our relative who was just employed by them and was trying to reach his numbers for a Christmas bonus. During the five years we rarely had the system on or used it..but we knew we had signed a 5 year contract and we wanted to uphold our end. We never missed a payment. We never received any kind of notice that our contract was nearing it's 60 day end and at the beginning of Nov. 20 2013 we sold our house and I knew our 5 years was up at the end of Nov. so I contacted Northstar to let them know we were moving and that we would pay the remaining 5 year contract balance but that we wanted to cancel since we were moving. After SEVERAL phone calls we were informed that we were required to pay another 18 months since we didn't notify them 60 days BEFORE the end of our contract. They wanted to come out and install the system into our new house and I told them there was NO way since they had burst the pipes the first time. I also told them that I never received any notice I was nearing my 60 day cut off and that since we never filed a complaint when we had to fix THEIR mistake during they should allow us to cancel since we WERE cancelling BEFORE the contract end date and we were willing to pay THROUGH the original contract even though it was a month without service. I got no where...spoke with several people and they all basically told me so sad too bad..I was on the hook for another $719 even though I would NOT have a system installed. I have already paid this company over $2400 and they continued to take out 39.99 for another 6 months after my 5 year contract was over. Honestly...in 5 years who would remember when 60 days before the end of the contract is? This is a dishonest way the company ropes their customers into paying even more money. If they want that 60 day clause in the contract they need to live up to their end and send a notice 30 days before they automatically re-enroll their customers. Sneaky and deceiving. Completely dishonest practice. I will never use this company again and I will discourage anyone else from using them as well.

Desired Settlement: I do NOT want to pay them another 479.88 for services I am no longer receiving since they already have taken out more than 250$ for services I have not received since my original contract ended.

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ****, I would like to help you with this but cannot locate your account. Will you please provide me with the address the system was installed? Thank you, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are completely cancelling and not asking for anymore money. Wish I had been transferred to ******* ******* the customer care manage sooner. She was very nice and handled it to my complete satisfaction.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract with co. Told in 11/13 would end 8/14. Told 7/5/14 contract until 2018. Home/equip. flooded 10/31/13. Co. said w/ be billed even no home. In November called company and told them home, equipment, neighborhood flooded and services no longer needed. Told in contract until August 2014 and would continue to be billed. Got call today indicating now in contact until 2018. Told company that we have no home to secure since October 31, 2014, that they are being demolished. Was told again we are under contract but I reminded them I was told in November contract was up in August 2014.

Desired Settlement: For sums charged since 11/14 to date for services not received because of no equipment or home and that the contract end immediately.

Business Response: Initial Business Response /* (1000, 6, 2014/08/21) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, I am sorry to hear about the flood in your home. At this time we have two options for you. First, we can get you equipment for you new home, equivalent to what you had, for no charge. If you do not wish to have an alarm system in your new home, we can offer you a discounted pay off of *** of the remaining balance of your agreement totaling ********** Please let me know what option would work best for you. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 8, 2014/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our home flooded 10/31/13 and we contacted company to let them know and that the was equipment lost in flood. We were told if we sent a letter to company indicating that services were not needed the contract would end. We have sent 2 letters and had several phone conversations with company. No supervisors ever called us back as phone folks said they would. We do not feel as though we owe the company but that the company should repay us for monthly payments we've made since our loss plus the mental and financial hardship this has caused us. Final Business Response /* (4000, 10, 2014/08/29) */ Dear Ms. *********, We would like to get a monitored alarm system in your home for no charge to you. If you will not allow us to do this we will accept a discounted buy out of the agreement of ********** Sincerely, ******* ******* Final Consumer Response /* (4200, 12, 2014/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Complaintant does not accept proposed resolution because the Business is at fault and owes Complaintant for monthly payments the Business received from November 2013 to date. The Complaintant did as Business requested and sent several faxes since November 2013 indicating product had flooded along with Complaintant's home and services were no longer needed and per Business the contract would end.

9/15/2014 Advertising/Sales Issues
9/12/2014 Problems with Product/Service
9/11/2014 Problems with Product/Service
9/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Alarm service placed, contract for 2 years only. They claim I initialed for an automatic 18 month renewal. Have just contacted my bank, stopping payment for further alarm services. I had called Northstar Alarm at the end of April, telling them that I would be relocating, and that I was cancelling service. They told me that they would do so. The contract was for two years. The salesman told me that if I wanted to contract for longer, the monthly rate would be locked in for that time. I knew that I would be relocating sometime soon, and would not need the service for much longer that that. He told me that didn't matterI could transfer the service to the new owners. I said no, I only wanted a two year contract. Since then, my account has been charged every month from May forward. Shame on me for not noticing this. When I spoke to a representative this morning, he indicated that nothing could be done, as I had initialed a clause saying something to the effect that there was an automatic renewal for 18 months. This was never explained during the initial contract signing, nor was it explained when I called to cancel the service. This morning I called my bank and put a stop payment on this account, as they have the account number and routing number.

Desired Settlement: For the four months since I have moved from my previous residence, I have been charged 179.80. They say that I need to continue payments through July 2015. I have excellent credit, and they have no right to damage this.

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ********, Your account was cancelled as of August 19, 2014. Please let me know if you receive any further billing. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response, although they should have offered reimbursement of payment for three months when no service was provided. However, I should have found the automatic withdrawals from my account earlierthat was my responsibility. This company bears watching; complaints about their service are many, for the same issues that I encountered. It seems they take advantage of people relocating. This should be addressed in the contract, and explained in detail when the customer is signing. Like, before the system is even installed! Also, their customer service people need a more ethical code of conduct. It seems as if their hands are tied, and they must stick with the party line: "But you initialed that clause, and you must pay for the extra year that the contract states, even though you have relocated." (I spoke to 2 customer service representatives, with no immediate supervisor available). I would never work for a company who dictated that kind of response from its employees. I hope that this company can find a way to better serve the customer, rather than itself.

9/4/2014 Advertising/Sales Issues
9/1/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: They charged an account without permission. The only option I am allowed is for the account to be credited and the month to be waived. They charged an account without permission. The only option I am allowed is for the account to be credited and the month to be waived. Since I am no longer able to trust this company I asked to cancel my services. I was told that my contract was auto renewed and that to cancel my services I would have to pay over $1000.00.

Desired Settlement: I want to cancel my contract and services without having to pay extra fees. I do not want any money from this company but I no longer want to use their services. I can not trust a company to monitor my home security when I can not trust them in any other way. I feel as though I am being trapped into using them because all they want is money.

Business Response: Initial Business Response /* (1000, 5, 2014/08/21) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I would like to apologize for the charge to your account. I do show we refunded the payment on August 14, 2014. We also, removed the credit card numbers we had on file so we no longer have access to those. At this time we cannot cancel your account without the agreement paid in full. Sincerely, ******* *******

8/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: northstar rep misrepresented himself as someone from my current alarm co.he talked his way in and i feel like i was a victim of a con by his methods He told me my current alarm could be cut from phone wires by a burguler . if i kept their sign out i could have a newer alarm installed free. then said it was a 60 month contract. and after i got talked into signing psapers i did not feel comfortable he said they would be their that eve to install. it was 7:30 pm . I had to work early the next day and wanted to have it done on my day off. they said it had to be done that night and it would not take long. the tech was there until 10:30 pm and used my current alarm motion detectors and door chimes.he did not seem like he knew what he was doing. now my 1 motion sensor does not work according to them even though it lights up as usual and will send me one so i can install they will tell me hoe on the phone or i pay 35.dollar service fee and they just put it in June 20th 2014. I called to cancel but i would still have to pay for it anyway. I would like to get out of the contract as it was not free installtion for the alarm . the 60 month contract pays for it and i cant fet out. if you cannot help me i am going to write a letter to cancel it at 60 months because after the fact i read thing that other people were conned the same way and cannot get out of the contract. I would like them to be stopped so other trusting people are not cooned into this service. thank you ******* ******

Desired Settlement: The price of the total of $3252.02 Take their stuff out of my house at no charge to me. And $500.00 toward a new one since they destroyed my old one and the $144.00 i had already paid my alarm co for this year.and no charges for any of this to me.I feel they have devious ways of getting into homes and someone who looks trustworthy and really is just being employed to be a con.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry you feel you were taken advantage of by our sales person. I would be happy to send a technician for no charge to replace your motion detector. I will have him contact you within the next 48 hours to schedule a time to come out and install it. I will also waive one month of monitoring for the trouble you have had. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still feel I was misled by their rep who came to my house.He said the installation was free if the sign was up and stated it was solar which it is not.the contract is 5 yrs and i need to cancel before the 5 year date or the will auto renew and will not let me out of the contract. I would prefer not to have a 5 yr contract and it is paying for the installion in that way so that was misrepresented. I would prefer they take the system out let me out of the contract and give me 500 dolars toward a different system sice my old one is destroyed. If they will not agree with this not chargeing me for 3 months verses 1 month would be preferred as i had already paid my whole year with my previous company and I will be writing a letter to cancel in 5 years and want verification of it when sent plus assuring me i do own the system they put in after 5 years. the motion detector is in but I just got the letter from the bbb yesterday. I set up the app last week and had called northstar that i should not be charged since i had not had the system for 90 days and they said it was covered in the 90 days but really it was covered becaus i made a complaint to the bbb. The first time i contacted them which was 2 weeks past installation of the system and they called and said my motion detector was not responding and needed another that I would have to pay for a tech to install. I cannot trust a company that tells me different things andlying. thankyou for your help bbb Final Business Response /* (4000, 9, 2014/08/11) */ Dear Ms. ******, I show my technician was able to install and program the motion detector in your home on August 1, 2014. Regarding your agreement, I will accept this response as your request to cancel and will set your account to cancel at the end of your initial term, June of 2019. Once the aforementioned date has arrived the equipment will be yours to do with what you wish. I am sorry you were told if your motion detector wasn't working you would have to pay for a technician to come out to replace it, within the first 90 days any service that is needed for faulty equipment is done at no charge to the customer. If you will send me documentation showing what you had to pay to your previous alarm company to cancel we would be willing to help you with that amount. Sincerely, ******* *******

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was lied to about automatic payments coming out of my account When I signed up with Northstar alarm company I was told the first payment had to be an automatic withdrawal and after that all i had to do was call and change it to paper billing. I called today to change it to paper billing and they told me I couldnt for three months and there was nothing I could do about it. I told the CSR that i was not told that at the time of installation and she said the representatives dont always know that when they come out. I believe its false advertisement and I dont want to be associated with this company.

Desired Settlement: I would like to cease all business with this company. I no longer want their service.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I am sorry for any misunderstandings that may have taken place. In reviewing your account I show that another alarm company came by and tried to switch you over to their company. I show when you called to cancel to go with their company we offer to lower your rate with NorthStar. We will work with you as much as we can, however we are unable to cancel your agreement without the agreement being paid in full. Sincerely, ******* *******

8/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My alarm has gone off 4 times & we have never been contacted. 1 time my teen was alone this put my child in harms way. In the past year our alarm went off 4 times and we were never contacted. I called the company saying because they didn't live up to their contract I would like out. The person troubleshooting asked me to set the alarm and then he told me to turn the alarm off and it didn't register. Then he told me that the alarm needs to go off for more than 30 seconds. The 30 second test did register. I was unable to find anywhere that the alarm needed to continue for 30 seconds. The Sales person never said anything about the alarm needed to ring for more than 30 second. The sales person did say that this system was better than the system we left. Boy, was he wrong. With the other company the alarm rang for a second and we would get a phone call. I've seen the police pull a sawed off shotgun from our neighbors house. When I left my teen home alone and the alarm went off and no phone call. To me if my teen was harmed it would be Northstars fault. The asked for the job to protect me and my family and they dropped the ball. They guaranteed that this system is better than the one we left, you talk about your bs sales tactics. during the test with the person trouble shooting he told me to set off the alarm and then he told me to turn it off when that test failed and it didn't register on his end he changed the rules of the test and added the 30 seconds. For a year we never received a call because they didn't provide the service they said they would. But, do they feel they should pay me back everything I've paid, no, I asked for it back. Then why should I be held to the contract they missed represented themselves. Before I sent this I decided to confirm this with ******* ******* of Northstar. I feel she lied to me saying that this system works better than my last system and that she would be very comfortable leaving her son home alone and if the alarm was going off and was forced with a gun and with the alarm making a loud noise that he would turn the alarm off with the secret code. Which makes me wonder how secret is this secret number if everyone in the country uses the same secret code. Which make me argue again; how can a 30 second delay be better than a system that makes phone calls the first second the alarm goes off. And easily proves my point to ******* that she has to be lying to save face when she say this system is better. She also confirmed to me that there is no mention of the 30 second delay in the contract and said that they don't need to mentioned this. They also said there is no record of the system going off 4 times because it didn't go for more than 30 seconds. I would like to point out that because I was never told about the 30 second delay written or verbally their machines are flawed because it didn't show record of the alarm going off 4 times in the past and once today during the first test today. I think that ******* is either told to tell customers that this system is better than a system that starts making phone calls the first second the alarm goes off or she says it to save face. Can she really believe what she is saying, that she really believes this system is better? Can we trust her? How can we?

Desired Settlement: released from their worthless contract.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, I am sorry you were not originally informed of the 30 second dialer delay. We have done more investigating and have found it is not a hard coded rule and we can remove the dialer delay completely in programming. We also offer Advanced Protection Logic; Advanced Protection Logic, or APL, is a function that protects against a "Smash and Grab" burglary. With APL enabled, an alarm will be reported even if the system is damaged during the entry and communications delay times. I will have a representative from my technical support department contact you to remove your dialer delay as well as set up the APL on your panel for no charge. Sincerely, ******* *******

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 7 days my alarm has gone off randomly, I have had the worst service ever, and I have a parent in hospice care.I got no help on the phone. They came to me offered me a alarm system half off, I have had it go off randomly for 3 times in 7 days, Worst customer service ever, I was placed on hold for 30 minutes trying to get help, finally got some one on the phone and he had no clue how to help, took another 30 minuets to get a tech on the phone and they wanted to charge me 35 dollars, which i fought and one, My mother is in hospice care and dying, she does not need to hear that go off for over 2 hours waiting for help to shut it off, i finally talked to some one and they gave me a free month and no service fee, but wow it happened again this morning, took another 30 minutes on phone no help to shut it off, after 25 min it turned off, this is not acceptable, I ask twice this week to speak to a supervisor, never got one, left message no return call. Not Happy

Desired Settlement: I want out of my contract with them Period bottom line and If I can't then I want a year free, I feel that is fair. I would rather cut ties with them

Business Response: Initial Business Response /* (1000, 5, 2014/08/01) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, We spoke on July 16th and July 17th and I was under the impression we were getting this taken care of. Since then I show the technician went out to your home on July 29th and was able to fix the problem. If this is not the case please let me know as soon as possible. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the only reason he showed on July 29th, 2014 because 2 weeks had gone by and never heard from you or the tech, and then I called on that day was put on hold for over a hour again, I had to hang up and then when i pulled in to my drive way at 5:20 the tech was there, no one called me or helped me until that day i called you back, I am sorry but this is surely not over, for the amount of money I am paying you, and the service that i am getting, this is not okay,, I fell like you have broken the contract, and i feel that i should be let out, I am not recieving the services I am entitled to or the customer service i am entitled to. Therefore in my own personal opionion you should not be in business you should have you licensced revoked.2 months of free service is not good, and you were also to pay off my old alarm company which you never have because nobody has called me back for the amount due, you broke the contract,!!!! Final Business Response /* (4000, 13, 2014/08/21) */ Dear Ms. *********, We have done everything we can do to make sure your system is working as it should as well as compensating you for any down time you have experienced. If you call your other alarm company and request a copy of your agreement and final bill they have to send that to you, it is your right to know. Please let me know if you need my assistance in getting this information from them. I would not be able to call myself, because I am not on your agreement, but I would be happy to conference call them with you on the line. Sincerely, ******* ******* Final Consumer Response /* (2000, 15, 2014/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will call my old alarm company and demand they send my my final bill and contract, as i am assuming you are going to pay it like you said, just so you and I are on the same page, I hate your company i will not tell any one about you, and I will never resign a contract with you, As far as I am concerned it would of been in your best interest to just cut the contract and so you did not , I will be your customer from ****, and I will make you sorry that you did not drop me. so i will get the bill call your with all the info and then we will go on about life,

8/22/2014 Advertising/Sales Issues
8/22/2014 Advertising/Sales Issues
8/22/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Fast Sales Pitch. Sales Person gave me $500.00 to payoff my prior alarm company. The amount above is what I owe to my other alarm company. On July 12, 2014. I had a sales pitch about switching alarm company. Northstar has told me that they offer a better service than my previous alarm company Monitronics. I have done business with them for 3 years or more. The technician who came into my home to install Northstar equipment I feel he did his job very well. I was also asking about a webcam. Howerver, the webcam would not work with my ISP, the speeds were to slow to make the webcam operatable. The technician suggested that I just keep the webcam until myISP provided higher upload speeds. When I was on a phone call with Northstar I explained to them that I no longer wish to have there service. So I called Monitronics and spoke with a customer service advocate. We did a 3 way conference call. I was told by Northstar that I could not cancel because I should have gotten out of the contract during a 3 day grace period. The advocate explained to Northstar that since I am a senior that I have 30 day cancel contract to them. Northstar refused to listen to my advocate. I aske Nortstar to please have the sales rep contact me so I may return the $500.00 to him. I got no reponse back from the sales person they left him messages on his cell phone and I did not hear from him. Northstar told me that they are making me out a check to pay off my balance to Monitronics. I told them not to bother. As I wish to cancel with Northstar. Monitronics has come back today July 31, 2014 to reestablish my account and install there equipment in place of Northstar's equipment. I called today to Northstar asking them where I can mail the cashiers check to. They told me to make it out to the Sales Rep and give the check back to him. They are also telling me that I am still liable for the contract and refuse to let me out of the contract. I simply went to my credit union and changed my debit account with a new card. The credit union assured me that they cannot withdraw any funds. I believe I was duped by the sales pitch and had gotten the system installed . It has taken since July 31, 2014 to resolve this situation and I am still liabile for there contract. They said they would send it to collections if I did not pay on the account. I had invited them to do so. So I am waiting for the Sales Rep to show up at my door to collect his $500.00 cashiers check and to also take there equipement back. I believe this was a fast sales pitch and I was scammed into taking ther install because it was a better service that my previuos company ahd. They told me my equipment was outdated and that theres was faster. They asked if I had a Honeywell system box and I ask what difference does that make. Then the person with whom I have been speaking with at Northstar would not listen to me and said they would offer me prduct inhancements if the webcam would not work. It is an on going process to see if the Sales Rep shows up.

Desired Settlement: All I was asking is for Northstar cancel my service and pickup there equipment and for me to give them back the$500.00 they gave me. I have had no success with any of my requests.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, We will agree to cancel your NorthStar agreement. You will be receiving an email with a return shipping label to return the equipment. You can mail the cashier's check to ***** ***** XXXXX ***** *** *** ***** ************ ** XXXXX. Once the equipment has been returned and ***** receives the cashier's check your account with NorthStar will be cancelled. Sincerely, ******* *******

8/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Northstar did not reconnect service after 8 phone calls, did not call back to schedule service. They now want full payment for new 5 year contract We have been North Star customers since July 2007, during this time we have always paid on time and have been generally pleased with your service. In April of 2014 we had new windows installed that caused our wiring for the security system to be disconnected. During the months of May and June we called for service a total of 8 times. Each time we left information to call back to schedule an appointment for assist to re-connect our system. Each time we were told that someone would call back and this never occurred. We were without our home security during this whole time. The whole purpose of having your service is to protect our home and our family. We found this service totally unacceptable and during the last 2 or 3 calls we requested a call from management. This also never occurred. During the beginning of this process of 8 calls a new contract arrived and *** ******* signed this contract for an additional 5 years. He signed this contract in good faith that our home would be protected. Since we now were without home protection for about 8 wks we made the decision to go with another provider. When we called to cancel your service we were told that that we would have to pay for the entire 5 year contract. We find this completely unacceptable and are now writing this letter as phone calls have not produced any kind of action. We would like to discontinue the contract due to lack of adequate service without additional payment. Please get back to us as soon as possible.

Desired Settlement: We want to discontinue the new 5 year contract signed on 5-23-14 with no payments due.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, I am sorry for any frustration this may have caused. I show we spoke with you on May 23, 2014 about upgrading you system. Our technician tried to contact you several times and was never able to get a hold of you. We would be happy to credit you for the time you have been waiting for service, and would like to get the new system installed. If you do not wish to do that we will agree to cancel your account at the end of your current agreement, July 15, 2015. Please let me know what option will work best for you. Sincerely, ******* *******

8/19/2014 Advertising/Sales Issues
8/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am 83, was sold this product by a door to door salesman. I DID NOT know I was signing a 5 yr contract. I'm moving to a nursing home. I am helping my father fill out this complaint. He is 83 and was sold this product by a door to door salesman. My dad is a very trusting man and was unaware he was signing a 5 year contract. He does not and never has used nor knows how to use the alarm. My main complaint is that I called AND put in writing as requested that he is moving and we were cancelling the service. I also put a stop payment on their monthly withdrawals. When it was rejected, they just changed the name and put it through again, which I of course am disputing. Now they tell me they need to know where he is moving in order to cancel the service. No way am I telling them where to find my dad. I find their sales techniques very dishonest. I believe they prey on the elderly to sell their product and then tell you that you are stuck with it!

Desired Settlement: We just want them to stop debiting our account for the monthly fee, as my dad is moving to a nursing home next week. They tell me I must tell them where he is moving, but I refuse to do so.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, I am sorry you felt you were taken advantage of; we have steps in place to prevent situations like this one. However, I do show we received your request to cancel and we will cancel your agreement with NorthStar Alarm once the system has been removed from your home. A technician will contact you within 48 hours, if he hasn't already, to schedule a time to remove the equipment for you. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unauthorized Renewal and debiting of funds (even after submitting a letter of cancellation, and them refunding my account). I called the company in December 2013 to inquire about being released from contract. I was told at that time that my contract expired in April 2014 and if I wanted to end it, I would need to write a letter to cancel my contract and pay the remaining balance. Being given that information, I decided to stay in contract until April 2014 which is when it would expired. In the early part of 2014 (February/March) I was contacted by a representative that advised me, my contract was due to expire in April and asked if I wanted to renew. I told the gentleman that I had gone with another company back in December and I would not like to renew. He then thanked me for being a valuable customer and said good bye. I noticed in June that my account had been debited $44.99 by Northstar in both May and June (unauthorized by me since I assumed my request to not renew had been honored). I then made a phone call and spoke with ****, Monday, June 23, 2014 and asked to speak to a manager. I was told that her supervisor was in a meeting and I could hold for an hour or receive a call back. Needless to say, I did not hold nor did I receive a call back. I called again at 4:10p and spoke with ***** who was completely rude and unprofessional! I asked ***** on at least four (4) different occasions to speak with his manager and he continued to loud talk and over talk me. After telling him that he was only telling me what "should have been told to me" opposed to what was "actually told to me" and advising him that I am in the company of an attorney, and will take this as far as I need it to go, he then referred me to *****. I told ***** the situation and found it quite amusing and yet perplexed that every call had with or by Northstar was notated with the exception of the call I received by the representative that called asking about the renewal. I was told that I would need to cancel via writing a contract that I did not authorize to be renewed. I did exactly that on the same date: June 23rd, and was later refunded $44.99 on July 1st, only to go through the same exact scenario on today, July 18th after noticing that they debited my account $44.99 on July 17th. I called Northstar and again, was treated the exact same way, had to beg to speak with a manager/supervisor, placed on hold for 2 seconds and was told they were unavailable to speak with me and transferred me to voicemail. This company has the most RUDE AND UNPROFESSIONAL EMPLOYEES when it comes to disputes. They continue to debit my account of $44.99 by changing the ID number when submitted to the bank. They are sneaky, and should not get away with treating people the way that they do.

Desired Settlement: I simply want them to stop debiting my account and to cancel my contract as requested for the 2nd time.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry for the way you were treated. I have reviewed the phone calls and further action will be taken. As for your account, I show we received your written request to cancel on June 23, 2014. We will agree to not hold you to the full term of your agreement, but to cancel it 60 days from when we received your written request. Therefore, your account will cancel after you pay your August 16th payment. Sincerely, ******* *******

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Had service installed. Declined service in timely fashion.NorthStar has not removed equimpment from home.Holding me liable for equipment. Door to door rep. for North Star came to home in April 2014 to offer trial promotion for alarm system. System was installed in which I had five days to cancel. I did so in accordance with contractual agreement. I was contacted once to set up removal of equipment. I was contacted once by technician to set up date and time. I returned contact later that month to no avail. I was told Techician is no longer in the area and he would return contact. I have contacted North Start several times each week since May 1, 2014 and was told that a technician would call me back with in 24 hours to set up a date and time to no avail. Mind you I am calling the corporate offices at P: ************ and getting these responses. I have consistently contacted North Star on a weekly basis in efforts of getting this equipment removed because I cannot afford the monthly charges. I certainly cannot afford 800.00 dollars for equipment and do not want to be harmed as a consumer. In consistently doing dilligence, I contacted North Star on Friday 05/09/2014 and scheduled an appointment with a customer service representative for the equipment to be removed from my home on May 14, 2014. Needless to say the Techician (*** - phone number X-XXXXXX-XXXX) was a no call no show after I had taken off work and used annual time to accomodate the return of their equipment. I then continued to call and get the same canned responses that this situation will be handled and the Technician will contact me within 24 hrs to no avail. I left a message for a "****" who I was told is a Manager with North Star. I was left a message by **** with no contact stating that the Techician tried to reach me and could not which is not true. I cannot get **** on the phone or any person in management or have anyone in managment identified to direct my consumer concern and get this matter resolved. I was told yesterday that I will not be held liable for the 800.00 dollars as I have done my due dilligence to resolve this matter and that I would receive an email to that effect. I have not received that email to date. In closing, North Star has not been truthful and is attempting to harm me as a consumer when I have operated within the guidelines of the contract that I signed with them regarding cancellation of services and the attempts to return their equipment. This company is decietful and displays predatory behavior in extracting profits from consumers. I am asking that is complaint be investigated and substantiated against them for unfair business practices. I ask that I not be held liable for this equipment, my credit report not be affected and that I receive assistance resolving this matter.

Desired Settlement: I want North Star to remove their security equipment from my home located at XXXXX ********* ******** *** XXXXX and that I not be held liable for 800.00 dollars and any other collection fees associated with this transaction. I also request that my credit report not be impacted by unfortunate trial.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, My records indicate the equipment was removed from your home on July 22, 2014 and your account with NorthStar has been cancelled. Therefore, you are not responsible for the $800 equipment fee and we will not report on your credit. If you have any further questions please don't hesitate to contact me. Sincerely, ******* *******

8/15/2014 Advertising/Sales Issues
8/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sales representative preyed on my 80 year old, early Alzheimer mother and convinced her to enter into a contract. She did not understand contract. My mother was convinced by a high-pressure sales rep to enter into a contract for alarm services. She was not aware of the cost or the term of the contract. She is suffering from early Alzheimer's and is easy prey for unscrupulous sales people as was the NorthStar representative. They are charging her more than $51/month. She has no copy of the contract and no appreciation for what services NorthStar provides. Looking through her bank statements, apparently the service started in May 2014. The only documentation I can find is a letter from NorthStar dated May 16, 2014. It states she should have received a copy of the Alarm Purchase and Monitoring Agreement and the Installation Completion Form. She has neither of these items. We called the company to inquire what services were provided and learned that their services are useless. They claim to be a security service; however, there are no sensors installed on the doors or windows. The installation only consists of a box on the wall and two signs in the flower bed. There is no literature on how the system is to work. There is no account number listed on the memo. My mother would like to cancel this "service" in its entirety.

Desired Settlement: Removal of the equipment, termination of the service and contract.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, I would like to help you with this; however I need a little more information from you. Can I get your mothers name and address to pull up her account? Thank you, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Northstar response is to request more information, which I will provide. However, the response does not address the fundamental issue of my 80 year old mother with early stage Alzheimer's being taken advantage of by a shady salesperson who signed her up for a security contract that she doesn't want and can't afford. Final Business Response /* (4000, 13, 2014/08/12) */ Dear Mr. *******, Thank you for providing me with the information to identify the account for your mother. I am sorry you feel your mother was taken advantage of. I show we have cancelled her agreement with NorthStar and are in the process of refunding all the money she paid to her checking account we have on file. Sincerely, ******* ******* Final Consumer Response /* (2000, 15, 2014/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept the response provided they follow through with it. NorthStar has removed their box and the signs from my mother's house but has not refunded any money and have charged her account as recently as 7/17/14.

8/15/2014 Advertising/Sales Issues
8/13/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Northstar does not provide services in my area. They tricked me into signing a contract and charging me and not providing services. I purchased monitoring services from Northstar Alarm services back in 2011. I told them at the time I would be moving to Iowa. They told me that is okay and that the service can follow me. As a result I signed the contract and purchased the service. When I moved a year later I called to transfer my service. My account was in good standing at the time. Northstar advised me that they do not offer services in my area in Iowa. They then advised me I signed a contract and that I still need to pay for the service even though they could not offer me the service. They are now sending debt collectors after me, relentlessly for over $1000.00 they say I owe. The debt collector told me today that its going on my and my wife's credit. We are not getting service that they promised, I don't understand why they are forcing me to pay a debt and ruining my credit when they are not providing any services.

Desired Settlement: NorthStar alarm service is sending collection agents after me for a service they cannot provide to me. I am not using the service and should not be force to pay for a service that they cannot provide to me. They should either provide me the service (in which case I will pay) or dismiss the debt as there was no services rendered constituting an obligation to pay for the debt.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, In order to appropriately respond to your concern, please provide more information to identify your account. Your old address where the system was installed will be sufficient. Thank you, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) This issue has been resolved by ***** ********* Thankyou

8/13/2014 Advertising/Sales Issues
8/8/2014 Problems with Product/Service
7/31/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Said NS same as ADT; update; accepted 2 other cancellednot me; sold & installed same day; ignored uninstall requests; not discuss $ w/neighbors Problem Date(s) 6-13-14 Purchase Date: 5-19-14 Model No. NA Order No. ******* Account No. Sales Rep: ***** Payment Amt. Bank Draft $157+ Payment Method: Bank Draft Cancellation sent to NS on 6-13-14 Over 10 e-mails on Cancellation and other problems Wife is 74; husband is 79. Family member HAD SERIOUS ILLNESS for 2 wks. I WAS IN Hospital ER WITH MEDICINE ALLERGY REACTION DURING THIS TIME. 1st Prob IMMEDIATELY after signing contract at 8 p.m. or later, Salesman received a call after signing & asked ifs guys could come by about 8:30 p.m. We did not realize they were installing the system immediately. 3 neighbors discussed they did not realize salesman was not with current company & service phone calls were not responded to. E-mails were not welcomed by NS. ***** called to ask if I mailed the letter to ADT he gave me. I began doubting our actions and his information. I checked the bank & Star had drawn over $150 on 5-28. I learned next that Vivent had attained cancellation of NS for 2 neighbors. NS's comment was that I had a shorter contract with ADT; I do not like that they knew my business & I said we 3 should receive equal treatment in cancellation request. I called NS but did not contact salesman; he called me to complain that I did not call him first... Some NS wiring had been completed inside my garage and I had specified not to use that outlet. 6-18 brought ** Rep who said he knew nothing of cancellation requests.) A Vivent salesman walked up my driveway & talked rather rough talk to salesman & me. Threated cops. Someone called cops who came & talked to ********** I then leaned that Vivent salespeople were angry with NorthStar because it was their territory. The man kept telling me that I was his customer. I am not. I do not need this conflict and told him so. Again, even more reason I do not want NS system or people in or near my home unless they are getting their equipment. Basically we feel that the salesman violated the contract when he (1) mislead us terribly in not explaining he is not part of ADT Alarm Company, (2) requested that we not talk with our neighbors about any pricing he offered for the NorthStar system, (3) asked if the men could "stop by" and then they immediately started installation, (4) rushed our decision, (5) never returned my call to him concerning breaking the contract even though two other neighbors broke NorthStar contracts, (6) allowed me to sign parts of the offer while my husband signed other parts, (7) ignored our estimate of needing a $40 bill, (8) did not call attention to the Notice of Cancellation and time period. A telephone call was to do that. Further complaints: The confrontation with the Vivent company's salesman could reasonably create problems and did result in a police call to my home. I notified our **** ***** Police Department's Community Relations to be on alert for any other conflict regarding NorthStar. We also removed S sign from our front yard as we do not wish to have any more conflict. I called NorthStar and asked to discuss my problem with management. They will not tell the customer who owns NorthStar (***** person did finally tell me, but people at the 1-800 number will not. Currently (7-4-14) not one piece of equipment has been taken out of our house; ******** at the 1-800 number yelled at me over my demand to be treated like my 2 neighbors and be released from any contract & have a refund so I can continue my renewed contract with ADT.

Desired Settlement: Refund any money customer has been out. Remove all NorthStar equipment Do no use bank draft on ****** account at PBN/Reliant Bank. Repair garage outlet NS used when told not to Once NS equipment is out, no contact with ****** family for any reason Letter of apology and statement of No Contact as above Apology to ADT and pay any cost of reinstatement charged the ****** family.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, It is an unfortunate situation that you feel you were taken advantage of by our sales representative. After reviewing the situation in greater detail, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that you agreed to. This contract clearly states all terms of the agreement, including contract length, cancellation policy, and possible applicable service tax. The agreed monthly amount is ******* There is also an applicable service tax in the state of Arkansas, making the total monthly cost ******* The second item I would like to point out is relating to the face of the contract. In the contract terms, NorthStar Alarm decided there were two areas that the customer needs to understand above everything else. Next to these topics, we require the customer to sign their initials, to indicate they have understood that section of the contract. You initialed next to the monthly monitoring amount, as well as the term of the contract. Very clearly it states: "This agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. initials" Also, bolded in order to stand out, the contract states: "Customer acknowledges that prior to signing this agreement customer has read and understood this agreement." The third item is also relating to the contract. At the bottom of the contract, NorthStar makes available a three day right of rescission. The customer has the ability to not only use the system and see if it suits their needs, but also to review the contract for a three day period. If the customer is not satisfied with the system after three days, they have the right to cancel their agreement without any obligation. Lastly, we also have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes monthly rate, contract term, and other things. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. I would like to apologize Vivint tried to bully you, we are not associated with Vivint in anyway. We do not want you to have to pay for two alarm companies, therefore, if you will send us a copy of your agreement with ADT and a final pay off invoice from them we would review it and let you know what we can do to help you with that. Sincerely, ******* *******

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Being charged for services that are not being provided and out of service for sometime already. We purchased the system back in August 08 2008, account #XXXXXXXXX with initial payment of $49.70 then $45.99 monthly then somehow not it is $49.78. sales rep at the time never mentioned anything about automatic extension of contact being extended after 60 months. System has not been working for a few months already maybe even more. Since they only installed a panel and none of their equipment on the doors or window that was from previous system. A few calls had been made to schedule a tech to come out and try and fix it. Once a tech came out and fix it. Shortly after that it went right back to it not working again. It was hard to try and meet someone after hours or just not convenient for us. I then called Northstar to let them know I no longer wanted their services, since by this time I knew contract was over 60 month. Not only that but also to let them know that their equipment never worked again. At the time I spoke with "****" manager at the time said for me to send in an email to *******@northstaralarm.com, address email to Cancellation Board, along with account#, address, contact #, name. When I called back at a later date since I noticed that Northstar was still charging me for service that was not being provided. I then talk to another manager at that time "****" because **** was not there that day, he then tells me that my request had been received, however that there is a Term and Conditions;1.1 that says if a request for cancellation has not been received 60 days prior to the end of any initial or renewal term it will automatically continue for 18 months. I don't understand how both of their managers tell me or not tell me the same information. Not only that, but as Northstar had no concern about or even knowledge that their equipment was not even working. Their main concern was to get their money for services that are not being provided. The contract is a bunch of bull. I then called again to find an out how I can get out of a ridiculous contract and they said just pay the remaining of 18 month. So I am stuck paying for 18 more month that system hasn't even been working. I just want out of this ridiculous contract.

Desired Settlement: I just want a refund starting the day I called to request my cancellation to now and I want out of this ridiculous contract, since I am not getting any services. Not only that but if we are talking out of contract Northstart is only to charge me $45.99 according to the contract. But they have been over charging me $49.78. Means they been over charging me $3.79 for sometime already.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry for any misunderstandings that may have taken place. First thing I would like to touch on is your monthly monitoring. I do show your monthly monitoring is $45.99 a month, there is also an applicable service tax in the state of Texas, making the total monthly cost $49.78. Therefore, the $3.79 you mentioned was tax required by your state as stated in section 5.1 of your agreement. Regarding your system not working, I do show we have been receiving signals so the communication is working. As a result we were not aware you were having issues with your system. With that being said, we will accept your written notice to cancel and cancel your agreement early. Your agreement will cancel 60 days from when you sent your request. Your request was sent on May 21, 2014, so your last payment will be July 16, 2014 and monitoring will be cancelled August 15, 2014. Sincerely, ******* *******

7/10/2014 Advertising/Sales Issues
7/10/2014 Advertising/Sales Issues
7/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Northstar renewed my contract without letting me know. Northstar renewed my contract without letting me know, they say that 5 YEARS ago i was supposedly told it would renew automatically without letting me know. and that i would need to send in a letter 60 days prior to the end of my agreement. The sales rep never told me that, or gave me an option to do that.

Desired Settlement: I want out of my contract right now.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, I am sorry to hear you want to cancel. As it states on section 1.1 of your agreement "This Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. This agreement will automatically continue for successive eighteen (18) month renewal terms unless the Customer or Company gives written notice of cancellation to the other at least 60 days prior to the end of any initial or renewal term." You signed up with NorthStar on June 13, 2009 and we received your written request to cancel on June 2, 2014. Therefore, your account is set to cancel at the end of the current term, December 31, 2015. Sincerely, ******* *******

7/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Contract for monitoring service auto renewed for 18 months. I was not notified auto renewal was forth coming. I take issue with the practice that no correspondence was attempted to notify us auto renewal of our service was about to take place. 18 month renewal and 60 day written notice to cancel is much more than other companies require. Customer Service made attempt to pause service to help ease cost temporarily, but that is not an acceptable solution.

Desired Settlement: Auto renewal nullified.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, I am sorry to hear you want to cancel. As it states on section 1.1 of your agreement "This Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. This agreement will automatically continue for successive eighteen (18) month renewal terms unless the Customer or Company gives written notice of cancellation to the other at least 60 days prior to the end of any initial or renewal term." You signed up with NorthStar on June 9, 2009 and this is the first request we have received from you in writing to cancel your agreement. Therefore, we will accept this as your written request and your account will be set to cancel at the end of the current term, December 15, 2015. Sincerely, ******* *******

7/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Contract was not represented properly at the time of purchased. Told I was signing a contract for 5 years. never mentioned extension clause. Had a contract for 5 years never told that if I didn't terminate the contract in writing before the contract expired they had the right to extend it in 18 month icraments.I purchased the system in August of 2007. They extended the contract without notice in August of 2014 and then re-extending it again in February again without notice which take me through August of 2015.I was told that that was what I signed if I had known that I would of stayed with ADT. I didn't have that with ADT.

Desired Settlement: I'm seeking $79.98 for what they have withdrawn from my account for May and June. I requested in writing to terminate my service because I do not require the service any longer I'm moving. I requested in writing to not have any more money taken from my checking account the middle of April 2014 and it was still taken out of my account which came out the end of April and the end of May. I was also told that if I cancelled the withdrawal they would send it to collections and report me to the credit bureau. I was also told that I had to buy out the remainder of the extension which is $559.86 which should be waved

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, If you are interested in having us install a NorthStar alarm system in your new home at no charge to you, please contact our customer care department at (XXX) XXX-XXXX and request to speak with an account specialist. They can provide you with more information about the free installation offer and set upwe want to help secure your new home and make it as hassle-free as possible. If you cannot or would not like to have service in the new home we can move the system to a friend or family member's home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement. If you are moving out of our service area you can provide us with documentation showing this and your account will be cancelled 60 days from when we receive the document. Please let me know what option would work best for you. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with this I think that the way they want to hang on is not fair nor would I subject any of my friends or family with this security company. I agree to the terms when I bought this service for 5 years when the 5 years were up they never requested any update nor offered any updates to the system. I have the paper work that I signed and no where dose it state that if I didn't cancel that they would add another 18mo. In the seven years that they were my provider they didn't update my system nor even check the system.I'm moving and I don't require the system I don't feel I have a contract with them so for me to tell them where and when I am moving is an invation. Final Business Response /* (4000, 9, 2014/07/01) */ Dear Ms. *****, We will agree to cancel your agreement with NorthStar Alarm. You will not see any more payments from your checking account withdrawn by NorthStar Alarm. Please let me know if you have any further questions. Sincerely, ******* ******* Final Consumer Response /* (2000, 11, 2014/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: NorthStar sold alarm system service based on the current alarm. Were thinking of moving were told they would cancel the contract but now won't do it NorthStar sold my wife and I and alarm service monitoring based on our old alarm and we were thinking we would move eventually and asked if we move we could be let out of the contract. they said they would let us out of the contract. 3 years later we moved and they will not let us out of the contract. We have called, explained and sent a letter but won't even consider it.

Desired Settlement: cancelation of the service and a refund with monthly fees since we moved and asked to cancel service the first time going back about 12 months.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, I would like to help you with this however I would need the address of the residence the alarm system was originally installed to pull up your account. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) After making clear that we would not be quit about it on social media and pointing out that numerous customers were online and accessible and several days of dropping SEO ratings they called me and took care of the project they want the sales guy had explained to us to begin with. that being said though really 200+ complaints...?

6/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They are failing to upgrade my system as promised in the signed contract. They will not return my emails. Our contract was almost up, and i was undecided on whether i wanted to stay with them. They kept hounding on the phone to renew. Then they sent a sales rep to my house. He said that they needed to upgrade my system since i don't have a land line. I resigned for 5 more years and to get the upgraded system. I was told i would be called in a week. It has been over a month with no contact whatsoever. I have emailed them with no luck. I don't call them because i only get the run around, and nobody actually helps me. I don't feel safe with the system. They need to honor their contract or let me out of it. I am tired of their games. I am also supposed to be able to sign up online to monitor my account, however i have tried several times, including with them on the phone and i still can use that feature either. Please help.

Desired Settlement: I would like out of my contract. They have been nothing but a pain. I have not had a land line for 3 years and they have said nothing about me needing one, until it was time to renew my contract. Then all of a sudden i needed an upgrade. This company is nothing but a scam, and i want out of my contract so that i can sign with a company that will actually protect my family and not just take my money.

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ****, My records indicate the new system was installed in your home on June 11, 2014. If this isn't correct please let me know. Thank you, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes it was FINALLY upgraded after a month and a half of emailing and calling. However i have still not been credited for the upgraded monitoring fee that i was charged for in May. Customer rep **** ** told me he have that credited, as i did not have the upgrade yet. When i signed the new contract i gave the guy my new phone number, evidently the only thing you guys cared about was making sure i was getting charged more. My phone number was not updated which is why it took so long to get the upgrade. Please refund my monitoring charge for May. Moreover, i have been paying for monitoring service for a couple years now with no land line phone and nobody called me or emailed me or anything to let me know that it as connecting with the monitoring people, what was i paying for??? The only calls i got were as soon as my contract was coming up, i started getting harassed to renew my contract, and finally you sent someone to my house. i want credit for my monitoring services for at least the last year. Thank you Final Business Response /* (4000, 9, 2014/06/25) */ Dear Mr. ****, We will credit you two full months of monitoring for the time you waited for a technician. This credit will cover July and August , so you will not see a payment come out of your account for those two months. Again, I am sorry it took a while to get a technician. Sincerely, ******* ******* Final Consumer Response /* (2000, 11, 2014/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the two months of credit. But i want you to know that when my contract expires next i will not be renewing. Thank you

6/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: System installed, then not monitored. What are we paying for??? Has NorthStar system installed in 2010. Things seemed okay, used key fobs to arm and disarm system. Feb 2014, noticed an error on key pad 'FC'. Called and talked with tech service and they reported that the system had not made it's monthly 'ping' to the call center, hence was showing a communication failure. Asked them when the last time a 'ping' went through and they told me the last time there was communication with our system was April 2013. So we tested the alarm and it was not received in call center with the tech on the phone. So our home was not being monitored for 10 months. NorthStar never even TRIED to contact us about the system not in contact with them. I was transferred to customer service where I said I'd like the 10 months of payments refunded since we were paying for monitoring which they weren't doing. I was informed that the company is not REQUIRED to monitor the residence. NorthStar by contract is only REQUIRED to ATTEMPT to monitor the residence and that they would not refund the payments. Our options were to pay off our contract, keep making monthly payments or be in default and sent to collections, or we could upgrade our system which would "communicate more effectively" by extending our contract for an additional 36 months after the time we had left. I was told the only way to get any sort of refund was to sign a 5yr contract to start after my current contract ended. If I signed, they would credit the 10 months of no monitoring to my account. So, be wary of NorthStar!! Taking money and not providing the service they're paid for!!!

Desired Settlement: Perfect world: refund all my money starting from 5/13 until present and cancel rest of the contract. Would be content with just having NorthStar cancel our contract and everyone going their separate ways.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, I am sorry you have had some complications with your alarm system. We will refund you 10 months of service, totaling ******* to the checking account we have on file. You should see that refund in the next 3-5 business days. Also, we would like to get your system fixed therefore; we will provide you with a new touch screen panel for no charge with a 36 month agreement. With this your monthly monitoring rate will not change. Please let me know the best email address to send the agreement to so we can get the new panel installed. Sincerely, ******* *******

6/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: No way to cancel an initial contract - must pay FULL balance or transfer service. Signed a 5-year contract with Northstar Alarms in June 2011 on a house that is being sold June 2014. Buyers do not want to assume the service and we're moving to a location with a security system already in place, so the service cannot be transferred. After calling customer service and speaking with a representative and the manager, there is no option for early termination. The contract MUST be paid in full. Company is requesting that we pay for services for the remaining 2 years of our contract. These are services the company will not be providing or earning, and therefore should not be paid. From a purely accounting aspect, this is considered "unearned revenue" and considered a liability on the company's financials until they provide the service. As they will not have to provide the service, they will benefit from writing this off as a Gain, which improves their bottom line. (I'm a CPA; the financial aspects alone are unethical.)

Desired Settlement: I would like to cancel my contract without paying the full remaining contract price, as they are not providing any services. I'm willing to pay a penalty, as I'm cancelling a contract, but 100% of the remaining contract is unreasonable and inappropriately inflates the company's income.

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, On May 25, 2011 you entered in to a sixty (60) month agreement with NorthStar Alarm Services. As stated on the Alarm Purchase and Monitoring on section 1.1 'this Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months.' This makes the end of your current term May 31, 2016. As I'm sure you understand, the initial term of an alarm contract is in large part to recoup the initial costs incurred to set up the new account. For this reason, even if the customer moves from the home we are unable to cancel the agreement. However, we do have some other options available. If we have service in the area the alarm system can be moved and installed in the customer's new home for $99 move fee. If the customer no longer has access to the equipment we can offer you a discounted price on new equipment to be installed and monitored in the new home. If you cannot or would not like to have service in the new home we can move the system to a friend or family member's home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement. If you have questions or would like to discuss these options further please call our customer care department at (XXX)XXX-XXXX. If you would not like to take advantage of the above options then the remaining balance would be required. Per your written notice of cancellation the monitoring on the system is no longer in effect as of May 31, 2016 and agreement will be completely cancelled upon the receipt of the remaining balance which amounts to ********** Should you have any questions or concerns, please contact our customer service department at (XXX) XXX-XXXX. Sincerely, ******* *******

6/25/2014 Problems with Product/Service
6/25/2014 Advertising/Sales Issues
6/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought their security system. I was told I had a 2 week guarantee and could cancel with no obligation. I had an ADT system installed and they removed it. I was most interested in the video and door lock. After trying a few days, I decided to cancel because the video was not video..it was only a screenshot every several seconds. The door lock also did not work correctly.When I called to cancel I was told I had to have cancelled within 3 day and I was on the 4th day. I had to argue and prove that my contract said 2 weeks. About 10 days later, at 7pm, 2 guys showed up from Northstar to get their equipment. No notice or arrangements. They removed their equipment from the walls and said they would not put the previous equipment back up. The worst thing though was that when Northstar installed, the tech either took with him or threw away our old deadbolt (the only lock on our front door). These guys took their lock and just left the big hole in our door. We were unable to lock our door at 7pm in the evening. I told the guy "you can't just leave us with no door lock" and I was told "its our equipment, can't help you." They were extremely rude. I had to insist on getting one of them to sign a receipt for picking up the equipment for proof.I had to go to lowes and buy a new deadbolt to install.also, when they removed their equipment, the wire bundle that came out of the wall to the control box was hanging out, they just shoved it into the wall and it fell so someone will have to fish it out. Product_Or_Service: alarm system

Desired Settlement: DesiredSettlementID: Other (requires explanation) they should reinstall my equipment or pay for it.

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, I do show your account with NorthStar Alarm is cancelled. Regarding your door lock, if you can send me a copy of the receipt for the replacement deadbolt we will send you a check to reimburse you for the deadbolt. The reason our technician did not install your other system was because they are not licensed to install other alarm companies systems. Thank you for bringing this to my attention to give us a chance to make this right. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their offer to refund the price of the deadbolt which was about $69 even though it will cost me about $200 to get my ADT security system reinstalled.

6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was under the impression I was dealing with the same company that installed my alarm system and that they had changed their monitoring company. A man named ****** came to my house and stated that I had an alarm system, with no signs or stickers on my house to show that I did. I thought because the way he talked and knew I had a system, that he was from the same company that installed my system. He came in the house and inspected the system and said it was an old one and needed to be replaced with a new updated one. He said I needed to write a letter to the monitoring company to cancel their service and it would be no problem. I was under the impression that they had changed the company they do business with and I had to do the same. They installed a new updated touch screen panel and I thought everything was fine. I did not know there was any issues until Saturday May 31,2014 I received a letter from Safe Home Security saying my monitoring contract with them was not over till 3/13/2015. I then discovered that I would be billed every month from each company for $39.99 for the service. Once from Northstar and once from Safe Home Security whose system I no longer have installed. When I contacted Northstar with the problem they said that they would give a message to the salesman, ******, and he would contact me. He returned my call on Monday June 3, 2014 and told me that there was nothing I could do, I needed to call Safe Home and be stern with them about letting me out of my contract cause I only had nine months left on it and he would help pay whatever was needed to do that. He restated that my system was old and they should have come to check on it at least once a year. He told me to say whatever I needed to get out of the contract and be stern with them. When I called Safe Home I told them what had happened and what I was told and he recommened I contact you. I am sending a letter to Northstar to cancel and what happened but I got the impression that not much would be done when I contacted them unless I sent the letter Im sending with an invoice from Safe Home with the balance I owe them.Then I have to wait. They did not say how long. I see it as a simple and easy fix But ****** said he can't take their system out cause I signed a contract. But I did not know there was a problem until after the three days it states in the contract.

Desired Settlement: I want Northstars system taken out and the Safe Home one, which the guy who installed Northstars left, reinstalled and working.I want to be assured that there will be no further charges from Northstar taken from my account because it is set up for automatic payment.

Business Response: Initial Business Response /* (1000, 6, 2014/06/17) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I am sorry for any misunderstandings that may have taken place. We will cancel your NorthStar Alarm agreement and a technician will be contacting you shortly to schedule a time to pick up the equipment. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 8, 2014/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because it is the right thing for them to do. Thank you.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Have not lived up to their end of agreement since day one. They will not perform corrective maintence at any of my request. Will not accept payments. They have not lived up to their end of the agreement since day one. The agreement was simple; I pay my monthly bill and they provide 24/7 monitoring and technical support. The very first night it went off due to a bad sensor. It took a few weeks before a technician came out to repair and reprogram the unit correctly as it was not installed properly from the beginning, so he said. A week later it happens again. I called and they said a tech will be out the following week. I cancelled some plans to make sure I was home on that day all day. He never showed up and when I called they informed me that the tech did show up but nobody answered the door; I worked in the front yard all day because I did not want to miss him, HE DID NOT SHOW UP. I requested that another tech be sent to my home to repair the system; again. Now during this lengthy waiting time I had decided not to pay that month's bill as I did not feel obligated to keep my word as North Star was not keeping theirs which, in my lawyer's opinion is nothing more than a breach of contract on north stars part. So after the tech did not show and I called and they said he did, even though he didn't, they informed me that due to company policy they cannot send out a tech at that time until my account is caught up. So I payed the month that I decided to miss and its late fee as well as that current month. They said a tech will be sent to my home the following week. A tech still to this day has never showed up and this was almost 5 years ago. So after numerous aggravated phone calls, threats not to pay, actually not paying resulting in late fees which I always paid in full on top of the normal monthly's that I missed to catch up the account balance to see if maybe then I could get someone out to fix it. I even called and told the representative exactly what was wrong with it one time and what did north star do,, they mailed me the parts to fix it myself but yet they still want to charge me the full monthly amount without even providing the service that they promised in the flyer that the salesman handed me in the beginning; which I'm pretty sure is nothing short of False Advertisement. For the last year (2013-2014) they seem like they don't even want to accept my payment. I always mail out the payment with plenty of travel and process time to avoid the late fee and then they won't even cash the check until after the due date which results in them charging me a late fee. There have been times where they said that they never received the check; so I have to contact my bank and put a stop payment on a potentially lost check which results in a $31 Altura cancelation fee (costing me more money). My bank has said every single time that northstar did receive the check based on their tracking system; North Star just didn't cash it. I use online bill pay so my bank sends them the check. I believe North Star is lying to me as I'm going to believe my banks word over theirs given their track records with me. I believe that North Star is intentionally lying to me in an attempt to milk more money out of me in the form of late fees. I've never received any phone calls about any attempts to make repairs, only phone calls saying "you owe us money". How do I owe North Star money? How do they figure that I owe them but they don't owe me anything with all the late fees and cancellation fees that I have had to endure between them and my bank(s) over the last 5 years? Not to mention the faulty system that they installed and will not fix.

Desired Settlement: I just want to be able to easily pay my minimum monthly payment in paper check form as I do not and will not give them a card again so they can charge whatever they want whenever they want. Then I can get rid of North Star for good and they can stop attempting and lying about me being sent to collections and ruining my good credit that I have worked so very hard to EARN....... I only owe a few hundred dollars... Maybe the few hundred that I owe will be waived after this is read by someone who actually cares about their customers. That's the least North Star could do after all that they have put me through....

Business Response: Initial Business Response /* (1000, 5, 2014/06/10) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, I am sorry for the trouble you have with the technician. I show we tried to contact you multiple times to make sure the system was taken care of however; we were never able to get a hold of you. Regarding payments, I show you have only had to pay 2 late fees in the last year (2013-2014). I can assure you we process your check within 24 hours of when we receive it. After reviewing your account it has been decided we will not hold you to your full term, and we will cancel your agreement on August 15, 2014. Therefore, you will only owe one more payment and I show you overpaid by ***** with your last check so you only will owe ****** on July 16, 2014. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I except the terms. My wife and I are as happy as can be expected. Thank You.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Filed an original complaint on May 30 2012 about inappropriate sales practices and contract issues. Still cannot cancel because of contract extension. I had originally filed a complaint on May 30, 2012 about being lied to by the salesperson about being able to cancel the contract at any time with no fees upon termination as well as other lies that the salesperson told us. The company responded and would not let us cancel at that time but did reduce our contract term from 5 year term to a 4 year term. I called today May 30,2014 to cancel the contract and was told that we cannot cancel because we did not give written notice to the company and therefor the contract is extended for another 18 months. This is unacceptable as I have been trying to cancel the contract ever since 2012 when we were lied to. At the very least that complaint is in writing and was responded to by Northstar. Therefor we did give written notice and should be able to cancel our contract now. We also have had issues with the service once we moved and had the alarm go off, the Northstar responders sent the police to the OLD address!! This caused a delay in the response time. We do not want to do business with this company any longer and just want out of this ridiculous contract. The company can even come and remove the equipment if that is required.

Desired Settlement: Full cancellation of the contract with no penalties or fees.

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, When we spoke on June 10, 2014 I agreed to cancel your agreement at the end of your current term, July 31, 2014 as long as you sent in a written request to cancel. You set me that written request and your account is set to cancel July 31, 2014. Please let me know if you have any further questions for me. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cancellation on 7/31/2014 is acceptable. Thank you for the response.

6/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I WAS LOCKED INTO A 5 1/2 YEAR CONTRACT WHEN I BOUGHT MY HOME. THE SALES REP TOLD ME IT WAS A 2 YEAR CONTRACT. APPARENTLY IT RENEWED ON ITS OWN. I WAS LOCKED INTO A 5 1/2 YEAR CONTRACT WHEN I BOUGHT MY HOME. THE SALES REP TOLD ME IT WAS A 2 YEAR CONTRACT. APPARENTLY IT RENEWED ON ITS OWN WITHOUT MY APPROVAL. I AM IN THE MILITARY AND RECENTLY BOUGHT A NEW HOME AND RENTED OUT MY PREVIOUS HOME. I NO LONGER WANT THE SERVICE AND NEITHER DOES THE TENANT. WHEN I CALLED THEM TO CANCEL MY SERVICE THERE IS NOT EVEN AN OPTION FOR AN EARLY TERMINATION FEE. THEY SAID I WOULD HAVE TO PAY THE REMAINDER OF THE CONTRACT IN FULL. WHICH IS $630!!! I DONT USE THE SERVICE. I CANT GET OUT OF THE CONTRACT WITHOUT PAYING FOR THE WHOLE THING ANYWAY. THIS COMPANY IS A BUNCH OF CROOKS AND I WILL TELL EVERYONE I KNOW TO STEER CLEAR!!!!!

Desired Settlement: CANCEL MY SERVICE! I DONT NEED OR WANT IT AND I NEVER AUTHORIZED AN EXTENSION OF MY CONTRACT.

Business Response: Initial Business Response /* (1000, 5, 2014/06/05) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, I am sorry for any frustration this may have caused. When we spoke on May 19, 2014 I asked that you send me a copy of your PCS orders so we can get this taken care of. I would still like to help you and am requesting a copy of your orders so they can be reviewed. Thank you, ******* *******

6/5/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service
6/3/2014 Advertising/Sales Issues
5/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: completed service agreement 60 months of payments for 60 months of monitoring. They automatically renewed without notice. stated that I needed to inform them 60 days in writting to cancel service. never was told that nor could I find that on my agreement.

Desired Settlement: zero dollars just cancel my service.

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. **************, I am sorry to hear you want to cancel your NorthStar Alarm agreement. I show we received your written request that was sent on April 16, 2014. As it states on section 1.1 of your agreement "This Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. This agreement will automatically continue for successive eighteen (18) month renewal terms unless the Customer or Company gives written notice of cancellation to the other at least 60 days prior to the end of any initial or renewal term." Therefore, your agreement is set to cancel at the end of the current term which is October 31, 2015. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It seems that NS lives up to it's POOR reputation for customer service even after the customer in full earnest in completing the original agreement terms. Not to mention that I was over paying by 50% for the type of service I was receiving for my basic alarm monitoring. I major reason I had originally NEEDED to end services was the birth of my first child. I needed to count every penny spent. Now you've lost a customer for life. This is how you keep your bills paid and your sub par trained employees salaries because I cannot see how your getting any new customers from treating loyal customers this way. There is no middle ground for me in this matter. NS uses deceptive business practices. I honored my service agreement of 60 months. During my last few months, I contacted NS regarding my intentions of canceling. Not one representative of NS stated that I needed 60 days in writing. I will not give them one more penny on principal.

5/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Moved out of house with system, new owner didnt want. won't let me out of my contract. I moved into a house in 2012, had alarm system installed by Northstar. Moved out in June of 2013, leaving the alarm system for the new owners if they wanted to take over the contract, as Northstar said the new person who bought the house could take over contract. House sold, new person did not want to take over contract and would not allow anyone in the house to take out the old system. Wrote company a letter asking to be released from contract, but they would not let me out saying i had a legal contract with an obligation to pay the whole 5 years of the contract. They keep trying to get me to put another alarm in my new house, and want to charge me for that work on top of that (something like another $200.00 to install another system). I am sure they would probably want me to pay an extra two years for the system too. I understand that I signed a five year contract with this company, but since I no longer have the sytem and the new people want it and since I have paid on the system ($39.99/month for two years - I am sure the thing is paid for by now, icluding the labor to install it), I think that they should let me out of the contract. They were still monitoring the alarm device and guess what? A couple of days ago someone set off the alarm system and they emailed me and called me and called my house and my contacts. I had to write them a letter to tell them not to monitor the system any more and they still refuse to let me out of the contract. It is ridiculous.

Desired Settlement: LET ME OUT OF THE CONTRACT!

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry for any frustration getting the alarm system moved has caused. We would be willing to void your current agreement, if you agree to sign a new sixty month agreement at your new location and we will provide you with all new equipment. Please provide me with your new address and best email address to send the new agreement to so we can get this going. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already told you that in my new neighborhood I do not feel like I need an alarm system. I also have two dogs that are a pretty good alarm system. I in no way, shape or form would ever sign another sixty month agreement with your company. You obviously did not look at all the correspondence between myself and your company, or you would have known that I did not want a new system. And, if I did, I would NOT get it from your company. I plan on telling anyone who is thinking about getting an alarm system to steer clear of your company. As I explained before, I left the alarm system in the old house to see if the new owner would take it over. She would not, but she would also not allow me to have anyone go in the house and remove the system. Since that is beyond my conttol I thought there might be some common sense in your company to let me out of my contract. But all you wanted to do was install a new alarm system and LOCK me into another 5 year contract. I am assuming that since I have paid 39.99 a month for two years that the system is more than paid for, along with the time of the personnel who installed it. The only solution to my complaint is if you let me out of my contract, period. Final Consumer Response /* (4200, 11, 2014/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is another issue I am having with your company. I called two months ago to ask for you to start sending me paper bills. I asked then if there was a service fee for a paper bill. They said there would not be. I got my first paper bill a month ago, addressed to the wrong address so it had to be forwarded to me, and it was just the straight 39.99. NOW I get my new bill and it has a $2.00 service fee for sending me a paper bill. I think that this action by your company is retaliatory for my complaint to the Better Business Bureau. I called to dispute the charge and you maintain that EVERYONE who gets a paper bill gets charged $2.00 per month. I would like proof that this is the case, as I said, when I asked about it I was told there was no fee. Final Business Response /* (1000, 20, 2014/05/27) */ Dear Ms. ******, I am sorry about the misunderstanding on the paper invoicing. The first invoice you received had been created before you were put on paper invoicing, therefore the $2.00 billing fee was not applied. However, after that invoice you were put on paper invoicing therefore, the $2.00 billing fee was in effect. In section 5.1 of the agreement it states "In the event paper invoicing is authorized, Customer agrees to an additional service charge of $2.00 per month." Also, on the paper you signed to be put on to paper invoicing it states "I understand invoices are mailed 3 weeks prior to the invoice due date, payments are due every month, and a $2.00 billing fee will apply to all paper billing invoices." Sincerely, ******* *******

5/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 15, 2014, a sales rep from Northstar Alarm came to my house and told me he was upgrading the equipment for my current alarm company (Protection 1), so I let him in. He informed me that because my house had been used to advertise the Protection 1 system, I would receive the new equipment free of charge. Regrettably, after a lot of fast talk, I ended up signing a contract with Northstar, a company with one of the lowest ratings in the alarm industry. I take responsibility for the fact that I let my guard down. I have turned down other alarm companies that came knocking, because I needed to research their product first. However, the representative from Northstar was not truthful about what he was doing (I have read similar complaints about Northstar from other consumers), so I was caught off guard and also allowed the three-day cancellation period to expire. You live and you learn. It would be great to get out of the contract, but I am not sure I can. I called and talked to a Northstar rep and explained what happened, and that option was not offered. However, I want to warn other consumers about the company and spare them the embarrassment of being scammed.

Desired Settlement: DesiredSettlementID: Other (requires explanation) If there is a way to get out of this contract, I would like to know.

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, It is an unfortunate situation that you feel you were taken advantage of by our sales representative. After reviewing the situation in greater detail, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. We have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes monthly rate, contract term, and that we are not taking over, merging or associated with any other alarm company. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. However, we do not want you to have to pay for two alarm companies, therefore if you will send us something showing your final pay off with your other alarm company we would be able to review it and let you know what we can do to help you. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ms. *******, Thank you for the form letter. Having a sales representative gain entrance to your home by lying is not example of quality assurance. None of the checks for "quality assurance" that you mentioned in the second paragraph would have taken place if your sales rep had been honest. I know from other complaints filed with the BBB and comments about Northstar on the internet that I am not the only person who has been a victim of your dishonest sales tactics. Northstar does not have the lowest ranking for home alarm systems because of its great work. Thanks for nothing. I will be sending a copy of my April bank statement to show where I had to pay for two alarm services for the month of April. Final Business Response /* (4000, 9, 2014/05/27) */ Dear Ms. *******, I again, am sorry you felt you were lied to. I will watch for your letter and will make sure it is taken care of quickly. Sincerely, ******* ******* Final Consumer Response /* (2000, 11, 2014/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied that Northstar has made efforts to understand my complaint. I was contacted by two different persons from Northstar and the representative who came to my home. I got no where with the rep, but I need to move on from this issue. I will, for sure, be cancelling my contract with Northstar when it is up for renewal. I made it clear to the rep who called me that he should state up front that he is from Northstar. Hopefully, Northstar will train their representatives to do this. Also, I sent Northstar proof that I had to make a payment to my previous alarm company for the same month that my service began with them. Hopefully, I will be reimbursed for that month.

5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Confirmation of contract cancellation and being told different things by different people at the company when I call. I called NorthStar to cancel my subscription services due to the fact that I do not live at that property anymore. It is a rental property now. I was told I could not until June of 2015. I was not happy that they had renewed my contract for a 3 year term automatically, but figured that part was my fault for not reading the contract closely before signing. I asked how I would go about canceling the contract and I was given a fax number and an email address that I could send a letter stating that I wanted to cancel the service at the end of the contract term, why I wanted to cancel the service, and contact information. I provided all of that information by fax or email and was not given any confirmation that the contract was to be canceled at the end of the contract term. I would ideally like the contract to be terminated immediately as I feel it is egregious to extend contracts for additional 3 year terms without the ability to get out of the contract, especially in a residential situation where people may have moved during the contract term. After I did not receive a confirmation response back, I called again and this time I was told that I needed to go online and fill out the cancellation worksheet. This worksheet doesn't exist. I do not know what type of scams this company is running, but I should be able to cancel my service if I need and/or want to. If I am forced to keep the service until the end of the term in June 2015 then I will abide by that decision, however, I want to be assured that at that time, no contract extension will continue and I will not continue to be charged for the service. I have been told two different ways in which you are supposed to ask for cancellation of service, which leads me to believe that they are running a scam to get you suckered in with their service with no real way to cancel it aside from going to my bank and telling them to refuse to allow payments from that company to go through my account anymore. That will be my next step if something is not done immediately to take care of this situation.

Desired Settlement: I would like to have my service terminated at the earliest possible date without being charged an early termination fee. If that is not possible, then I want written confirmation from the company that the service will be terminated at the end of my contract term of June 2015 and that no further payments or contracts will extend past that date.

Business Response: Initial Business Response /* (1000, 5, 2014/05/07) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I would like to help you with this however I need more information. Can I please get the address of the residence where the alarm system is installed? Thank you, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) *******, The address of the residence is **** ***** *** ************* ** XXXXX. I have confirmation in my inbox of when I sent an email to your company and a confirmation that the fax of my letter was submitted successfully, but yet I received not response to either. Thank you, ***** ****** Final Consumer Response /* (4200, 11, 2014/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still the own the property at **** ***** *** Right now it is rented out to a renter who signed a 2 year lease until June 2016. I was told when I called that she would not be able to take over the contract because she is not a homeowner but why does it matter if she is the one living there? If she would like to take over the contract, which I have spoken with her and she would, why could she not do that. Also, I was originally told our contract would end June of 2015 because that is when we initially signed up for service. Why now would it go until the end of September 2015? If it extended for an additional 3-year period as I was told then the contract would expire in June of 2015 not September 2015. Because I think 3 year contracts on services such as yours are ridiculous I do not wish to move your service to my new home and get caught in this same situation again. If the renter cannot take over service for the time that she is living in the home which covers the remainder of our contract term, then please provide me with the language in the contract that shows that she will not be able to do that. Also, please confirm that our initial contract was a June term and will NOT go until September 30, 2015 as that is an additional 3 months longer than my understanding of the contract term. Thank you, ***** Final Business Response /* (1000, 24, 2014/05/27) */ Dear Ms. ******, On the top of the agreement in the first box, that your name is in, there is a check box that says "Homeowner: Yes/No", if No is checked the system cannot be installed. Your account is set to cancel on September 30, 2015. At that time monitoring services will no longer be in effect as the term of your agreement with us will be complete. I will also mail you a letter on letter head stating this. Sincerely, ******* *******

5/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told this alarm contract was for a year. It ended up that he signed me up for 5 years. I can not use their service where I have moved I have had trouble canceling my service with this company. Their service was misrepresented as being a 1 year contact to me and it ended up being a 5 year contract. The rep came to my door and said a bunch of peoples homes were broken in to and they were out in the area because of that. I was lied to and am now stuck in this contract. I have saw online several people complaining of these same practices. After I told them I had moved out the alarm continued to go off and I have received several calls asking if I want policy dispatched. I would never recommend ever singing up with this company.

Desired Settlement: To cancel my contract I can no longer use this service and my family/friends do not want to take over this misrepresented contract.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, It is an unfortunate situation that you feel you were taken advantage of by our sales representative. After reviewing the situation in greater detail, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that you agreed to. This contract clearly states all terms of the agreement, including contract length, cancellation policy, and possible applicable service tax. The agreed monthly amount is $50.99. An additional one dollar per month fee was added for using a credit card to automatically make the monthly payment. A two dollar per month fee applies if the customer chooses to be on paper billing. There is also an applicable service tax in the state of Texas, making the total monthly cost $55.18. The second item I would like to point out is relating to the face of the contract. In the contract terms, NorthStar Alarm decided there were two areas that the customer needs to understand above everything else. Next to these topics, we require the customer to sign their initials, to indicate they have understood that section of the contract. You initialed next to the monthly monitoring amount, as well as the term of the contract. Very clearly it states: "This agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. initials" Also, bolded in order to stand out, the contract states: "Customer acknowledges that prior to signing this agreement customer has read and understood this agreement." The third item is also relating to the contract. At the bottom of the contract, NorthStar makes available a three day right of rescission. The customer has the ability to not only use the system and see if it suits their needs, but also to review the contract for a three day period. If the customer is not satisfied with the system after three days, they have the right to cancel their agreement without any obligation. Lastly, we also have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes monthly rate, contract term, and other things. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. However, if you have moved we do have some options available. The system can be moved and installed in the your new home for $99 move fee. If you no longer has access to the equipment we can offer you a discounted price on new equipment to be installed and monitored in the new home. If you cannot or would not like to have service in the new home we can move the system to a friend or family member's home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement. If you have questions or would like to discuss these options further please call our customer care department at (XXX)XXX-XXXX. Thank you, ******* *******

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company is not honoring their cancelation policy and agreement made between us and the authorized rep, ID# XXXXXXXX At the time we signed an agreement with ****** ******* ID#XXXXXXXX, we expressed that we might be moving to Alaska in less than 5 years. ****** repeatedly assured us that if we were to move to an area without Northstar service that we would be able to cancel the service contract with no fees. We have repeatedly asked for service to be cancelled. We do not want to be paying to finish out the contract or be paying any of the fees associated with canceling the service early because the Northstar sales agent assured us we would not have this problem when we signed the contract 5/20/10. Phone calls have been made to customer service in October 2013, January 2014 and again in March 2014. A signed letter was sent on March 24, 2014, requesting the same thing and I did not receive any response. I have asked to be contacted by them both by phone and mail and have only received an email response on April 10 telling me again to pay fees and they will end my contract May 31, 2015. I have copies of the emails, signed letter and email responses from them. First letter signed and sent 3/24/14: Attention Cancelation Dept: This letter is to cancel the alarm service at **** * **** **** ******** *** We have moved out of state from ******** to ********** ******* At the time we signed an agreement with ****** ******* ID#XXXXXXXX, we expressed that we might be moving to Alaska in less than 5 years. ****** repeatedly assured us that if we were to move to an area without Northstar service that we would be able to cancel the service contract with no fees. We have moved out of Colorado in October 2013 and there are new owners in the house as of March 2014. We will no longer be paying for the service at that address effective March 2014. We will not be paying to finish out the contract or be paying any of the fees associated with canceling the service early because the Northstar sales agent assured us we would not have this problem when we signed the contract 5/20/10. I need to be contacted ASAP in regards to this. My new address is **** ******** *** ********* ** XXXXX. My phone number is (XXX)XXX-XXXX. I can provide proof of the home sale if needed and information about the new owners, however, I believe they are NOT interested in the alarm system. Thank you for your prompt attention to this matter. I have repeated been on the phone with customer service and feel this matter needs to be addressed quickly. I would also like it to be noted that the agent I spoke with in October 2013 did not "advise me" of the things she noted in my account that she did. I was told send and email and someone will get back you me. Nothing about transferring service or needing to send my signature to anyone. Thank you, *** ******* XXX-XXX-XXXX email response received on 4/10/14: Dear ******** *******, I want to thank you for your letter. The purpose of this email is to inform you that as long as your payments are up to date, your account will be cancelled at the end of your current term May 31, 2015. If you are interested in having us install a NorthStar alarm system in your new home at no charge to you, please contact our customer care department at (XXX) XXX-XXXX and request to speak with an account specialist. They can provide you with more information about the free installation offer and set up-we want to help secure your new home and make it as hassle-free as possible. If not, we want you to know that it was NorthStar's privilege to have you as a customer and we hope we provided you with the highest standards of customer service and security. Per your written notice of cancellation the monitoring on the system is no longer in effect as of April 7, 2014. To completely cancel the account prior to the end of your current term please send in payment for the remaining balance in the amount of ******** Please let us know if you have any further questions or would like to discuss further options regarding moving or transferring the service.

Desired Settlement: I am unable to cancel the autodraft they have on my bank account. I want the contract cancelled with out having to pay out the last 15 months since we have sold the home and can not use their services. If there was Northstar Alarm service in Alaska, I would be quite happy to transfer it to our new home. Up until this point I was very happy with their service. I have no options to transfer it to my new home however and therefore they need to honor the agreement that their authorized representative made with us regarding moving. They have been charging us and plan to continue to bill us thru May 2015. I want the 15 months of service fees cancelled and the ones I already paid refunded. They have already charged my account $39.99 for 3/14 and 4/14 and plan to charge us 13 more payments of $39.99 for a total of $599.85

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, On May 21, 2010 you entered in to a sixty (60) month agreement with NorthStar Alarm Services. As stated on the Alarm Purchase and Monitoring on section 1.1 'this Agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months.' This makes the end of your current term May 31, 2015. As I'm sure you understand, the initial term of an alarm contract is in large part to recoup the initial costs incurred to set up the new account. For this reason, even if the customer moves from the home we are unable to cancel the agreement. However, we do have some other options available. If we have service in the area the alarm system can be moved and installed in the customer's new home for $99 move fee. If the customer no longer has access to the equipment we can offer you a discounted price on new equipment to be installed and monitored in the new home. If you cannot or would not like to have service in the new home we can move the system to a friend or family member's home instead. The system and the remainder of the term can also be transferred to the new homeowner at no cost if the new homeowner agrees to the arrangement. If you have questions or would like to discuss these options further please call our customer care department at (XXX)XXX-XXXX. If you would not like to take advantage of the above options then the remaining balance would be required. Per your written notice of cancellation the monitoring on the system is no longer in effect as of May 31, 2015 and agreement will be completely cancelled upon the receipt of the remaining balance which amounts to ******** Should you have any questions or concerns, please contact our customer service department at (XXX) XXX-XXXX. Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am disappointed in your decision. We were lied to by one of your sales reps, ****** *******,employee ID#XXXXXXXX. Phone # XXX-XXX-XXXX. I asked him specifically about leaving Northstar Alarms service area and he assured us if we were to ever move out of your service area we would be able to cancel our agreement without penalty. Most reputable companies have policies like this and don't extort money from from their customers when they can no longer use their services. We trusted what ****** had told us to be true and never would have signed the contract if it wasn't. Also, the initial cost of our account set up was recouped a long time ago.

5/1/2014 Advertising/Sales Issues
4/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They are breaching the contract and not sending me a paperbill that I pay extra for causing me to pay late fees, When I originally signed my contract last summer I signed up for paper billing paying a few extra dollars but able to keep them out of my bank account. They will not send me a bill for two months and call me looking for payment. When I explain to them that I have not received a bill and pay extra for one they "look into the matter" and send me one. I will receive an invoice for two months service and then not receive a bill for another two months until I get another phone call and then they claim to "look into it" again. They are breaching the contract and not allowing me to cancel my service because they cannot hold up their end of the contract.

Desired Settlement: I want out of the contract free and clear they can come and take their lousy equipment back I can find better service elsewhere that will actually bill as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, I am sorry you are not getting the invoices we are sending you. Monthly invoices are automatically send 2-3 weeks before the bill is due. We are sending yours to **** ******* *** ******* ** XXXXX, please let me know if this isn't correct. Regarding the late fee's I show that we have credited off any late fees you have been issued, therefore you have not had to pay any late fees. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/04/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept for now, provided that I continue to receive bills. Thank you for your help and assistance.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before installing their alarm system, they removed my ADT alarm system and took the equipment with them. I cancelled the Northstar contract within 3 business days as required under the contract. They will not return my ADT equipment. They told me they did not take the ADT equipment. They absolutely did take the equipment and now ADT wants to charge me over $900.00 to replace the equipment. Product_Or_Service: Home Alarm System Account_Number: Account # *******

Desired Settlement: DesiredSettlementID: Replacement Either replace the ADT equipment or refund replacement cost.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I spoke to the technician and he said he left the equipment in the back alley way. Our technicians are not allowed to take other companies equipment and are instructed to leave it with the customer. Sincerely, ******* *******

4/16/2014 Advertising/Sales Issues
4/11/2014 Advertising/Sales Issues
4/9/2014 Advertising/Sales Issues
4/9/2014 Problems with Product/Service
4/8/2014 Problems with Product/Service
4/7/2014 Advertising/Sales Issues
4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am placed in collections and do not have a contract with this company. I signed a contract with this company. To cancel an extension of this contract at the end of the term I mailed a cancelation letter like they requested. They claimed they never received my letter and extended my contract 3 years. They attempted to continue to take money out of my account. They refused to cancel this extension like I requested using the method they requested so I got an attorney. The attorney told me they do not have a valid contract, no worries, and he sent them a letter. They agreed to close the account. A few years later they showed up on my credit report claiming I was in collections and over 120 days late. I contacted them and got it removed. Now a couple years later they are back on my credit report, the credit bureaus refuse to remove them, I contacted Northstar and they do not have enough information on my account to know why I would be "in collections." They continue to report invalid information to credit bureaus and continue to attempt to put me in collections even though I paid the contract I had with them, canceled the extension, and had an attorney contact them.

Desired Settlement: I'm requesting them to stop harassing me and to remove themselves from my credit report and take me out of collections. They need to fix what ever problem makes them continue to keep harassing me and ruining my credit every few years.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, I am sorry for any confusion that may have taken place. I show on August 12, 2009 we sent you the following letter: "Dear Mr. & Mrs. *********: This letter is in response to your request that a confirmation be sent concerning the correction of your credit report. We apologize for reporting your credit as in Collections and have taken the necessary actions to get it fixed. You should never have been reported as being delinquent. It has been reported to the credit bureaus as a mistake and will be fixed with Trans Union within the next week, and the other two within the next month. Once again we apologize for the mix up. We would also like to confirm that we are using your fax as your written Notice of Cancellation. Unfortunately, however, as your contract states written notice was to be received "at least 60 days prior to the end" of the term. Our contract with you began on August 26, 2006 and as such written notice was to be received by June 27, 2009. As it stipulates thereafter your contract has been renewed for 18 months and the term is therefore February of 2011. If you have any further questions please contact me at X-XXX-XXX-XXXX. Sincerely, ******* ******* Customer Care Supervisor" The last payment we received from you was on January 13, 2010. This is the reason your account was sent to collections. If you would like to remove it from collections and cancel your account as paid in full you would have to pay off the remaining balance of ******** Sincerely, ******* *******

3/28/2014 Problems with Product/Service
3/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I mistakenly signed up for NorthStar, not realizing I had months left on my contract. My son helped me cancel the contract. They are making calls. On January 28 I signed up for NorthStar to replace my existing security system, not realizing I had months left on my current system. On January 29 my son helped me cancel this contract. I checked and verified that they had received my fax. He removed the NorthStar equipment and restored my Security Networks system. On February 11 they came and picked up all their equipment...I have a signed receipt for this. In the past week I have received 2 automated phone calls (early in the morning) telling me that they are showing unwanted activity in my home. Both times I responded with a "No" at a certain point. This morning I stayed on the line and let the representative know that I do not understand what this is all about. She didn't seem to know what to do about it! I was angry!! In the first place....I am old, and I feel that I was taken advantage of by the salesperson who should have informed me of the remaining time left on former contract. I will never again make a decision like this without contacting my son. I feel that they are running a scam!!

Desired Settlement: Simply to be taken off their books!!!

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry for any misunderstandings that may have taken place. I show your account is cancelled and you will no longer receive any calls from NorthStar Alarm. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/25/2014 Problems with Product/Service
3/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Have tried numerous attempts to cancel and make final payment which they say they never received , talked to many different management personal I had a 3 year contract with northstar alarm services in which I've had continued billing problems, so husband and I decided to cancel our remaining contract and pay the remaining balance in full. We sent a certified letter with our cancellation notice and a check for the remaining balance only be told two weeks later that they have not received it. We have a copy where they signed for the letter and wanted us to make payment over the phone with debit card . Needless to say after all the problems with this company i sure don't want them to have my debit card information !! I have called and talked to numerous people to try and get this taken care of any keep getting the run around !! I am so upset over this company and the lack of customer service !! I am trying to do the right thing and pay my remaining balance and cancel my service and they can't seem to find the numerous letters and emails and check i have sent !!

Desired Settlement: I just want the company to cancel my account and let me pay balance like i have been trying to do for past month

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Contact Name and Title: ******* ******* Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, I show the check you sent was processed on February 21, 2014 and your account is paid in full and set to cancel at the end of the current term, December 15, 2014. If you would no longer like to be monitored please let me know and I will cancel it immediately. Sincerely, ******* ******* Initial Consumer Rebuttal /* (2000, 7, 2014/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/13/2014 Advertising/Sales Issues
3/13/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Northstar Alarm removed two payments from our bank account for the month of January 2014. January 28, 2014 Northstar Alarm removed two payments from our bank account. This put our bank account at $0 and we needed one of the payments put back in immediately. The company told us on January 29, 2014 that they would put the money back in our account that day and failed to do so. We have now been left without any funds in our account for 4 days and they have failed to respond to our emails.

Desired Settlement: We want the money refunded and I want our contract voided. We do not want this company to have access to our bank account ever again.

Business Response: Initial Business Response /* (1000, 5, 2014/02/12) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry for any issues this may have caused. I show the money was refunded on February 6, 2014. Below is information for the refund: Response Description : APPROVED Date Time : 2/6/2014 9:33:09 AM PDT Merchant ID: XXXXXX Transaction Type: eCheck Credit Total Amount $: 49.99 Name: ******* ****** Response Type: A APPROVED Response Code: APPROVED *** Authorization Code: XXXXXXXX Last 4 digits of Acct#: **** Check Number: *** Entered by: ********* Trace Number: ************************************* Sincerely, ******* ******* Initial Consumer Rebuttal /* (3000, 7, 2014/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is February 13, 2014 and the money has just entered our bank account this morning as pending. That is two weeks later than customer service told me the money would be deposited. The company still has not responded to over 8 emails regarding cancelling my contract. I do not feel comfortable with the company having access to my bank account. This is not an unreasonable request due to the negative impact on my finances when the company removes more than they are authorized to from my account. They have not followed their part of the contract once they removed more than one payment from my account. Also, ignoring a customers emails is a poor way to handle customer service. Final Business Response /* (4000, 9, 2014/02/20) */ Dear Ms. ******, I show when you spoke with my customer service representative last week he let you know we would happy to help with any overdraft fees if you will send us documentation showing the amount of those. I also show you spoke about being on paper billing and he sent you an email with the paperwork to be put on paper billing. Once we receive that back you will be taken off automatic billing. I am sorry you haven't received any replies to your emails, the reason for that is because we are working through the BBB. Regarding cancelling, to cancel your agreement you would have to pay off the remaining balance. Sincerely, ******* *******

3/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Their services has been beyond lacking, refusal to stand behind their product& now will not cancel their contract. Their alarm doesn't work, never has I received this product in June of 2010, shortly after the sensors started falling off of the walls. I called and they told me because the sensors are in home I am responsible for fixing them the best way I can. Now Jan 2014 I am calling back they are telling me that I am lying about the situation and that there is a service agreement. I also tried to call and have a tech come out, they stated that the tech would call in 2 days and schedule an appointment which never happened. When I call back in the nasty representative(***** *) says that I am false in my accusations and some one has tried to call which is completely false as there is always some one at my phone to answer a phone. I do not have time for phone tag, to sit on hold for hours, or to be insulted. I am tired of paying for a service that I am unable to use as it is frequently going off for no apparent reason resulting in the police being called out for no reason. Also when I spoke with some representative in Jan he stated that the machine had not even been reporting to their systems for at least a month. Which he says is "probably" why it randomly goes off at 2am. This company is in the business of safety and has made me feel the complete opposite of that. They are in it to rip me off. I will not recommend them to anyone based on their arrogant, rude, practices. I would just like to have my contract voided out so I no longer have to pay for services that have never properly worked.

Desired Settlement: Contract cancelled and no further payment from me. I would like for them to come and get ALL of their non working equipment and to be done with them.

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, I am sorry for any misunderstands that may have taken place. I show we tried to send a technician to your home to fix your system; however he hasn't been out yet, so I will make sure he contacts you today and we will credit off your March payment to say sorry for the time you have waited for the technician. Because we are willing to send a technician to fix your system and credit you for the time you have waited, we would not be able to cancel your agreement without payment in full. Sincerely, ******* *******

3/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Manager gave false information to a Senior Citizen. Scammed into changing alarm carrier & system. January 23, 2014: A Northstar Manager named ***** ******* apparently noticing the alarm sign in my front yard informed me that my current alarm company was no longer monitoring home alarm systems. In which I was scammed into purchasing a new alarm system costing me $151.99. Then he wrote a cancelation letter to my current alarm company and had me sign it and which I provided the envelope and stamp and he mailed it. February 10,2014: My prior alarm company called about the cancelation of service letter that they received, wanting to know the reason for canceling the service. I told them that a Northstar Rep. told me that my current alarm company was no longer monitoring home systems. They said that this was misinformation and I was scammed. My prior alarm company rep. made a conference call to Northstar rep. in order to cancel the contract. Northstar rep. would not agree to cancel the contract during the conference call and said they would call me back personally. I have not received a call from Northstar as of yet. My prior alarm company suggested that I make a complaint to the BBB on Fraud and Elderly abuse. They also said to write a letter to Northstar canceling the contract and refund my money for the fraudulent information given to a elderly person.

Desired Settlement: Contract cancelation, refund of $151.99 and removal of equipment from home.

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com It is an unfortunate situation that you feel you were taken advantage of by our sales representative. After reviewing the situation in greater detail, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that you agreed to. This contract clearly states all terms of the agreement, including contract length, cancellation policy, and possible applicable service tax. The second item I would like to point out is relating to the face of the contract. In the contract terms, NorthStar Alarm decided there were two areas that the customer needs to understand above everything else. Next to these topics, we require the customer to sign their initials, to indicate they have understood that section of the contract. You initialed next to the monthly monitoring amount, as well as the term of the contract. Very clearly it states: "This agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. initials" Also, bolded in order to stand out, the contract states: "Customer acknowledges that prior to signing this agreement customer has read and understood this agreement." The third item is also relating to the contract. At the bottom of the contract, NorthStar makes available a three day right of rescission. The customer has the ability to not only use the system and see if it suits their needs, but also to review the contract for a three day period. If the customer is not satisfied with the system after three days, they have the right to cancel their agreement without any obligation. Lastly, we also have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes monthly rate, contract term, that we are not representing any alarm company other than NorthStar Alarm and other things. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. However, we do not want you to have to pay for two alarm companies therefor if you will send us documentation showing your monthly rate and how much longer you have with your other alarm company we would be happy to help you with that. Sincerely, ******* *******

3/11/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: NorthStar operates under the guise of deceptive contract renewals. They renew contracts for 18 months, with no notice, and require 60 days to cancel. NorthStar Alarm operates under the guise of a reputable company, however their contractual practices are both deceptive and unusual. They require a 3 year contract to begin services, but what they do not tell their customers is that unless you provide a written cancellation request, they will renew your contract for an additional 18 months and continue to do so until stopped. While in the new 18 month contract, you are not eligible for cancellation unless you move outside of their service area. Even if you do move outside of their area, they refuse to cancel your contract for 60-90 days, stating that "cancellation times vary based on the number of cancellations they receive". Essentially, they are claiming that it will take them between 60-90 days to enter your cancellation, and that in the mean time you are still required to bill you for the services received. Their customer service is absurd, and they refuse to provide any kind of support when you call. They are both deceptive and unrelenting, a very frustrating combination.

Desired Settlement: I have cancelled the contract on a house that is no longer covered by them. I had no prior notice that they were renewing the contract, so I did not consider myself covered by a contract nor could I have fathomed that I would need to allow for any cancellation period. Your services are no longer needed. You have collected nearly $3,200 from me over the period of 6.5 years, please accept that I have no further need for your services and drop the petty bullying for the remaining $130 that you are trying to get out of me. I would like a refund of the $43.29 that I was charged for February 2014 and I would not like to be charged for March or April as I was told today that I would be.

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ****, I am sorry about any misunderstandings that may have taken place. I do show your account has been cancelled and your February payment was refunded on February 6, 2014 to the checking account ending in ***** Please let me know if you have any further questions. Thank you, ******* *******

3/6/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Came into my home under false pretense. City office reports they had no license or permit for door to door sales. Changed my existing alarm service. Came to door and told me they had noticed my alarm sign ourdoors and had come to switch out my keypad. Quickly cut loose existing keypad and installed theirs before paperwork produced. When asked if company was changing their name, they said no, this is a different company...that Northstar would now be monitoring my alarm system. I was filling out paperwork before I really realized this fact. I felt helpless, because they had already taken out my keypad. I realize, now, that I was old too soon and smart too late. Because I was home alone and there were two young men in my house, I was fearful of demanding that they leave. Besides, they had already disconnected my system and cut the wires to my present alarm system. They did not replace the window and door sensors previously installed by Vivent so they are using Vivent's equipment. This all took place on Oct. 1, 2013. The account number on paper says XXXXX. The young man's name was ***** ******** The monthly payment is $49.99 per month which is an automatic draft on my bank account. I certainly hope I have learned to never let such as this happen to me again. I appreciate your helping me to discontinue this service so that I can go back to Vivent.

Desired Settlement: I want them to come and pick up their equipment and I wish to restore my alarm system to Vivent. Vivent was the company I was using before Northstar came and disconnected.

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, It is an unfortunate situation that you feel you were taken advantage by one of our seals representatives. After reviewing the situation in greater detail, it is been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. These steps are taken in order to prevent situations of misunderstanding such as the one that you experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that you agreed to. This contract clearly states she is signing a NorthStar Alarm agreement as well as all terms of the agreement, including contract length, cancellation policy, and possible applicable service tax. The second item I would like to point out is relating to the face of the contract. In the contract terms, NorthStar Alarm decided there were two areas that the customer needs to understand above everything else. Next to these topics, we require the customer to sign their initials, to indicate they have understood that section of the contract. Ms. ****** initialed next to the monthly monitoring amount, as well as the term of the contract. Very clearly it states: "This agreement will commence on the date product is delivered to Customer. The initial term shall be sixty (60) months. initials" Also, bolded in order to stand out, the contract states: "Customer acknowledges that prior to signing this agreement customer has read and understood this agreement." The third item is also relating to the contract. At the bottom of the contract, NorthStar makes available a three day right of rescission. The customer has the ability to not only use the system and see if it suits their needs, but also to review the contract for a three day period. If the customer is not satisfied with the system after three days, they have the right to cancel their agreement without any obligation. Lastly, we also have a quality assurance process to ensure verbally that the customer understands what they have agreed to. After the agreement has been reviewed and signed by both parties, a call takes place between the local office and the customer. The local office then verifies all pertinent information relating to the contract. This includes verification that we are not taking over or merging with any alarm company as well as, monthly rate, contract term, and other things. Another call very similar to this one is placed after the installation of the system. This call verifies the same things, as well as ensures that the customer was properly trained on using the system. These calls are placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. There are checks put in place that until these calls are made, the account will not be finalized. Through the examples stated above, NorthStar has made all attempts available to us to ensure that the customer fully acknowledges the terms of the contract. For this reason, we are unable to rescind the agreement that has been made. However, we do not wish for you to pay for two alarm companies therefore if you will send us something showing how much longer you have with you other company we would be able to review it and let you know if we will release you from your NorthStar Alarm agreement or if we will help you pay off your other company. Sincerely, ******* *******

2/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Was tricked into signing a perpetual contact of adhesion. They refuse to terminate a 5 1/2 yr old contract and threaten to send to collections. We upgraded our current alarm system with their keypad and monitoring which was not anything great. The salesperson told my husband it was an 18 month contract. Later we found that what he signed was a 5 year contract. When we chose to cancel our service about 4 years in, because we no longer used the alarm, and it was malfunctioning. We learned that it was a 5 year contract. It was frustrating because the The keypads they sold us, did not work anymore.. They state I need to pay for a repair it. out of pocket. I dont want the alarm, nor the service so why would I pay to repair it? We were told we were bound for the full 5 years of payment. I think it is awful that Northstar Alarm company makes you sign a contract when all they gave you was a new keypad on your existing alarm (and took the old keypad from us) and if you dont read it carefully you are bound to a minimum of 5 years. WAIT it gets worse, and then the fine print states if not notified prior to 60 days before end of term you are automatically extended for 18 months. We had notified them well in advance 8 months prior to cancellation of the 5 year required contract. A year goes by and then realized they were still taking out every month from our checking account. We called to have it reversed. They indicate we didnt follow the appropriate protocal and we are stuck for another 18 months. Seriously? We then sent in via the appropriate protocal. We also called our bank and had them stop the payments. Five weeks later I get called about missing a payment. They state they wont consider a cancellation request unless the account is current. We were current as of the date of the cancellation request, AND that the email and fax we sent the cancellation request to ( told to us by their employee 5 weeks ago was incorrect for their Cancellation Department, and that we need to do it again! ) It is ruthless business practice

Desired Settlement: May 2008 I upgraded the home alarm system with their keypad and monitoring. The salesperson "Devin" told me it was an 18 month contract and rushed me through the sales process. Later found that what I inadvertantly signed was a 5 year contract. When I chose to cancel our service about 4 years in, because we no longer used the alarm, and it was malfunctioning is when I learned that it was a 5 year contract. It was frustrating because the The keypads they sold us, did not work anymore. They stated I needed and could pay for a repair out of pocket. I dont want the alarm, nor the service so why would I pay to repair it? We were told we were bound for the full 5 years of payment. I did continue to pay the additional term of that agreement automatically through my checking account. I think it is awful that Northstar Alarm company makes you sign a contract when all they gave you was a new keypad on your existing alarm (and took the old keypad from me) WAIT it gets worse, Six months AFTER the 5 years had passed I realized that they were still taking deductions from my bank me even though I had called them to cancel a year prior. When I called at that time Dec 2013, I was informed that the fine print states if not notified prior to 60 days before end of term you are automatically extended for 18 months. I had notified them well in advance, 8 months prior to cancellation of the 5 year required contract. Apparently the two documented conversations with their customer service reps telling them I wanted to cancel was not enough. They indicate we didnt follow the appropriate cancellation polic and were now locked in for an additional 18 months, which was about a year longer now. Seriously? I then sent in via the appropriate protocal. Email and Fax on Dec 2 2013. I also called my bank and had them stop the future payments. Five weeks later I get called about missing a payment. They state they wont consider the cancelation request unless the account is current. I was current as of the date of the cancellation request. The rep then tells us that the email and fax sent in December which was told to us by their employee 5 weeks ago was actually an incorrect contact for their Cancellation Department. They stated that we need to do it again! ) It is ruthless business practice. Please warn others about the deceptiveness of this company and help us to end our contract from this company withouht them being able to send us to collections.

Business Response: Initial Business Response /* (1000, 6, 2014/02/03) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ********, I spoke with your wife on January 29th and we worked this all out. If you still have any issues please let me know. Thank you, ******* *******

2/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is ****** *********. I want to cancel my contract with Northstar because of false pretense. They said they were locally which is not true. I am being charged double monthly for two contracts.

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, I am sorry for any misunderstandings that may have taken place. Our corporate office is in Utah, however we do have technicians in your area. My records indicate you signed a sixty month agreement on September 25, 2013, therefore we would be unable to cancel your agreement without payment in full. However, if you are paying for two alarm companies we would be happy to help you with that. If you will send us documentation showing how much you owe your other company to cancel as well as documentation showing how many months you paid for two alarm companies we will help take care of it. You can, mail, email or fax that to our sales support department: Mail: NorthStar Alarm Attn: Sales Support 1280 South 800 East St. 200 Orem, Utah 84097 Email: ************@northstaralarm.com Fax: (XXX) XXX-XXXX Thank you, Final Consumer Response /* (3000, 11, 2014/01/21) */ Final Business Response /* (4000, 13, 2014/01/30) */ Ms. *********, As I said before my records indicate you signed a sixty month agreement on September 25, 2013, therefore we would be unable to cancel your agreement without payment in full. However, if you are paying for two alarm companies we would be happy to help you with that. If you will send us documentation showing how much you owe your other company to cancel as well as documentation showing how many months you paid for two alarm companies we will help take care of it. You can, mail, email or fax that to our sales support department: Mail: NorthStar Alarm Attn: Sales Support 1280 South 800 East St. 200 Orem, Utah 84097 Email: ************@northstaralarm.com Fax: (XXX) XXX-XXXX Thank you,

2/17/2014 Problems with Product/Service | Read Complaint Details
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