This Business is not BBB accredited

NorthStar Alarm Services, LLC

Phone: (800) 775-7827 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.

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Reason for Rating

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

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • The business is in the process of responding to previously closed complaints.


Customer Complaints Summary Read complaint details

304 complaints closed with BBB in last 3 years | 132 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 97
Billing/Collection Issues 32
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 172
Total Closed Complaints 304

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

1 Customer Review on NorthStar Alarm Services, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: April 24, 2002 Business started: 12/29/2000 Business started locally: 12/29/2000 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, President Mr. Adam Bailey, Director of Sales Mr. Ben Billinglsey, Operations Manager Ms. Melanie Jenkins, Customer Care Manager Dan Noble, COO
Contact Information
Principal: Mr. Jason S. Christensen, President
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

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)

4/21/2015 Problems with Product/Service
4/16/2015 Problems with Product/Service
4/4/2015 Problems with Product/Service
3/26/2015 Problems with Product/Service
3/26/2015 Problems with Product/Service
3/26/2015 Problems with Product/Service
3/26/2015 Problems with Product/Service
3/26/2015 Billing/Collection Issues
3/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/21/2015 Advertising/Sales Issues
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/21/2015 Billing/Collection Issues
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/21/2015 Problems with Product/Service
3/19/2015 Problems with Product/Service
3/19/2015 Problems with Product/Service
3/19/2015 Problems with Product/Service
3/10/2015 Billing/Collection Issues
3/10/2015 Problems with Product/Service
3/7/2015 Problems with Product/Service
2/24/2015 Problems with Product/Service
2/11/2015 Problems with Product/Service
2/11/2015 Problems with Product/Service
2/11/2015 Billing/Collection Issues
2/11/2015 Problems with Product/Service
1/30/2015 Billing/Collection Issues
1/30/2015 Problems with Product/Service
1/30/2015 Problems with Product/Service
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 Advertising/Sales Issues | Complaint Details Unavailable
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,
******* *******

12/2/2014 Problems with Product/Service | 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
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

10/22/2014 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 Advertising/Sales Issues | Complaint Details Unavailable
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,
******* *******

10/16/2014 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 | 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,
******* *******

10/13/2014 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,
******* *******

10/10/2014 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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Additional Notes

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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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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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,

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

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: 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, ******* *******

8/22/2014 Advertising/Sales Issues
8/22/2014 Problems with Product/Service
8/22/2014 Advertising/Sales Issues
8/21/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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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Additional Notes

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 Problems with Product/Service | Read Complaint Details
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Additional Notes

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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Additional Notes

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, ******* *******

8/18/2014 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.)

8/15/2014 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
8/15/2014 Advertising/Sales Issues
8/13/2014 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

8/8/2014 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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Additional Notes

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 Advertising/Sales Issues
6/25/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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 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, ******* *******

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

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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Additional Notes

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, ******* *******

5/26/2014 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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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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Additional Notes

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 Problems with Product/Service | Read Complaint Details
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Additional Notes

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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Additional Notes

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, ******* *******

3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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 Advertising/Sales Issues
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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Additional Notes

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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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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Complaint: Northstar alarm failed to provide services. We felt unsafe in our home after finding out that a house in our neighborhood was broken into. We had paused our service because we sold our house for six months and one of NorthStar techs from Fresno came and picked up the equipment until we moved to our new house in a few months. We filled out the supplemental form and put the date we want service to start including our home address and phone number. When we moved in early November we contacted NortStar to schedule the installation since no one had contacted us. We were told the tech would mail the equipment to us then after we receive it we would call to have an installer from Sacramento come to install it. For the last month and a half we've been waiting for the system to come in the mail. We have been calling every week to find out what's going on because we have yet to receive the equipment. Every time my wife and I have called which has been over 5 times we get told that the equipment is on its way a week ago a customer rep contacted the tech again asking the status and he told him he forgot to mail the equipment out. The tech was supposed to mail the equipment on 12/15 and he never did because when we called we were told the tech was getting ready to print the mailing labels. Then when my wife called to find out what's going the rep on the phone was not listening and told her there was no supervisor or other employee she could speak to. Which made my wife irate this is very ridiculous that we've been waiting to get our alarm service to the negligence of your company. We live in a brand new home and neighborhood and already someone in our neighborhood has gotten their house broken to. I don't think is fair to us as their customer to have to wait so long obviously it goes to show that their company doesn't care about their customers safety which is their supposed mission that they say constantly when you are on hold for customer service. We have made efforts to get the service and it seems that the customer reps on the phone could care less even when we explained several times that we needed our service asap due to the break in and not feeling safe. In addition one of their customer reps didn't care that they hung up on my wife. We don't feel safe in our home after the break in of another home in our neighborhood. It is apparent their company has not done their due diligence to ensure we get service therefore this is breach of contract and we have the right cancel our contract with no additional fees for early cancellation. We finally got the system and we had to call several times again to get an appointment for the installation. We were told we would be contacted in 24 hours and no one contacted us. This is poor service and we no longer want their service nor do I think they should be in business period.

Desired Settlement: We would like to be released from our contract because they have breached the contract. We will return any equipment that was finally sent to us a week ago after waiting almost two months. In addition, if they refuse we will file a group lawsuit with other clients that have had the same issues with them.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. and Mrs. *******, I am sorry about the delay in getting the equipment to you. I will credit your NorthStar Alarm account 3 months for the delay, therefore, you will not have another bill due with NorthStar until May 1, 2014. I will also credit your NorthStar account $99 to credit you for the move fee you paid in May 2013. You can contact the technician in your area, *******, at (XXX) XXXX-XXXX and he can schedule a time to come install the equipment in your home. Sincerely, ******* ******* Final Consumer Response /* (3000, 7, 2014/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not trust this company with our safety considering the way we have been treated. The contract has been breached and we want to cancel the contract. The equipment that we finally received will be returned to the company Final Business Response /* (4000, 9, 2014/01/30) */ Dear Mr. and Mrs. *******, I show you signed up in January of 2013 therefore; we would be unable to simply cancel your account. However, I do show we have credited your account $242.97 and the technician is waiting to hear from you to schedule a time to come out and install your equipment.

2/7/2014 Problems with Product/Service
2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company representatives had me sign a 3 year contract in May 2008. I tried to cancel today January 17, 2014 and was told my contract auto renewed. The only correspondence from them about this was in summer of 2012 saying I was eligible for an upgrade, nothing mentioned about extending the contract. Apparently there is a place on the original contract where they had me initial which locked me in for auto renew but I was NEVER told this. Their customer service person was the most rude person I have ever encountered on the phone.

Desired Settlement: I want them to allow me to cancel my contract this month, not 10 months from now.

Business Response: Initial Business Response /* (1000, 5, 2014/02/03) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, I show you signed up with us May 15, 2008 with a thirty-six (36) month agreement that stated "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." Your written notice of cancellation was faxed to us on January 17, 2014, therefore your account is set to cancel May 31, 2014. I see you wanted to cancel because you were looking at going with another company. I am positive we would be able to offer you what they offered you, possibly for less. If you are interested you can call **** at (XXX) XXX-XXXX and he would be happy to go over your options with you. If not, your account will cancel May 31, 2014. Thank you, ******* ******* Final Consumer Response /* (2000, 7, 2014/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel that the way the contract was presented was unclear. The 36 months was highlighted and initialed because they stressed that they were not requiring a 60 month contract as was printed. I admit to not reading the small print, but there should not be small print that extends contracts automatically without notification prior to the automatic extension. The only correspondence ever received was notification of an eligible upgrade with no mention of renewing the contract. To say you are continuing to provide monitoring services when your equipment has been removed is ludicrous. What are you monitoring?

1/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Man came to our home appt 2 yr ago ( not sure when exactly ) because man seen our sign with ADT as our alarm system. He told us that he could replace ADT with their system at no charge. Being unhappy with ADT of no calls when alarm went off. The papers were done. We were told our payment was $ 29.95 ( I believe ), on our bank statement was more than what it was suppose to be. When I called about it to the man that had signed us up, after telling us to call with any problem, I never could never even get a returned ph call after leaving him many, many messages. I finally called office & asked them about the charge and was told the extra charged because of our city tax. U complained to no avail. I had to let it go. Back in March we changed banks. I call all our bills that I pay online and gave them our new bank info. Around the same time my husband had to have 5 bipasses. I never really looked at bank statements because of my husbands surgeries. I started getting ph calls about our service. I called company back and was told our payment was rejected by our bank. I told the man there was no way. He quoted to me a bank account # that I was suppose to have authorized for payment to come out of. I told them that was our OLD account and that I had called and gave them new info. The man comments to tell me I owed over $ 200.00. I told them they were penalizing me for their mistake and I was told again the the number they had was the one I had authorized. I kept telling him no. I asked to speak to a supervisor, the man kept talking over me. Finally he told me I didn't need to talk to one because they would tell me same thing. This continued to happen. Everytime I called in I got same treatment. The last conversation we had I talked to a lady and she started telling me same thing. I asked again to talk to talk to supervisor. I was put on hold a woman came on phone. I asked her if she was supervisor. She stated she was. So I go through the same story again, after SO many times, finally my husband said it. Product_Or_Service: Security system

Desired Settlement: DesiredSettlementID: Other (requires explanation) (1st email don't work) (2) I wanted to also say when we signed paper we were told it was a 2 yr contract. When all this took place I told them as soon as our 2 yr contract was over I was getting a different company I was told I did not have a 2 yr contract that it was 5 yr. I want to be released from this company. Everything they have told us has been nothing but lies. Everytime we have tried to do we get kicked in the teeth. I have been talked to so bad by this company as all the way o

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, I am sorry about this misunderstanding and confusion. I would be happy to credit off the past due, reactivate your system and continue your agreement with NorthStar. To do this I would just need your new, correct checking account information. If you would like to call me directly at (XXX) XXX-XXXX extension *** I would be happy to do this for you. Sincerely, ******* *******

1/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Am writing to you to tel you that a representive from North Star Security system misled me into signing a contract with them when I already had a contract with Vivant Security. I am trying to get this resolved so I am not in a double contract. I would like to get this resolved so North Star can no longer withdraw fees again. Please help me get this resolved so (termated ) with North Star.

Business Response: Initial Business Response /* (1000, 5, 2014/01/15) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. Harring, I am sorry about any misunderstandings that may have taken place. We do everything we can to make sure every customer fully understands the agreement. However, I do show you sent back your equipment and we are not able to monitor your account, therefore we will cancel your agreement with NorthStar immediately. Sincerely, ******* *******

1/30/2014 Advertising/Sales Issues
1/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Dear Sirs ,please send me information on Northstar alarm systems so I can cancel a contract my Father sigend because they told im they had bougth out Vivint the alarm systems he is currently under contract with. I have emailed Northstar for the same information. I have put a stop payment on any charges they send to the bank. I have contacted Vivint and have been told that Northstar is doing this to may people to get their business. Thank You ******* ******* **************@yahoo.com My Father is ***** ******* **** ********** Waco Texas XXXXX.

Desired Settlement: cancel a contract

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com It is an unfortunate situation that you feel your father was 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 feel your father experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that ***** ******* 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 $39.99. There is also an applicable service tax in the state of Texas, making the total monthly cost $43.29. 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. ***** ******* 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, both attached, 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. Final Consumer Response /* (2000, 11, 2013/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will get a copy of his Vivint contract to send to you. However you need topick up you equipment. Thank You ******* ******* Final Business Response /* (4000, 9, 2013/11/11) */ We do not want Mr. ******* to have to pay for two alarm companies, therefore, if you will send us a copy of his agreement showing he is still with Vivint until 2015 we would be able to cancel his NorthStar Alarm agreement. Consumer Response /* (2540, 18, 2014/01/17) */ Dear sirs, I have complied with what Northstar wanted to cancel my fathers account by sending them his contract with Vivint, but they try to continue to debit his account each month. I have had a stop payment on this since day 1. Thank Yo ******* *******, Business Response /* (2600, 20, 2014/01/20) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, The reason we have not cancelled your fathers account is because the documentation you sent stated your father signed up with APX Alarm, now called Vivint, in July of 2007 for a sixty (60) month agreement that automatically continues from year to year after the initial term. Therefore, his agreement could be cancelled as soon as July of 2014, and NorthStar would be willing to help him with the cancellation fee for that. We would just need a copy of the final invoice to do that. We would also be willing to help with the months he has paid two alarm companies; we would just need a copy of his bank statement showing the two charged each month. Please send these over as soon as possible to get this taken care of. Thank you, ******* *******

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ask help in getting out of a contract with Northstar. To me, in netrospect, I feel I signed under false promise on their representitive part. In March 2012, ****** A (representitive of Northstar) came to my home & offerred home monitoring at a low price than my current company (Vivint) as I remember, he stated all it would take to change companies was to fax a letter to Vivint stopping service & he would take care of it. I agreed to that and the system was installed. As you can guess, that is not the way things turned out. I soon realized I was being charged (via EFT) for both services. I remember calling both companies to work this out, this billing/service mess however I am unable to locate my notes in voncersations I do not believe I evver received my written follow up from either company. I have a work order from Vivint from 9/26/12 changing monitoring system back to Vivint again, I can't find notes re: this decision but I do know I continue (to this day) to be charged (via EFT) for both service, when though I have not had Northstar since 9-26-13. I have experienced an extreme emotional condition, and am recovering now am in treatment. My memory of details is poor as is my documentation. However, I feel Northstar did not work line up to their representitives initial claim of service and wish to stop payment to them without harm to me financially. I am on a fixed income & hurtful financially, and extremely difficult to deal with.

Desired Settlement: My resolution to this is to continue with Vivint as their equpments currently in place. Please advise/assist me in this Northstar problem.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry about any confusion that has taken place. I show when we talked to you on June 19, 2012 we asked you to send in something showing your finial payoff with your other alarm company and we would be able to help you with that. I would also like to point out a document you signed called 'Form-C', attached. In the Form-C, NorthStar Alarm goes over seven points to insure the customer understands the following; 1. They are entering into a new alarm monitoring agreement with NorthStar Alarm Services. 2. NorthStar Alarm Services is not affiliated, acquiring, or associated with their previous or existing monitoring company. 3. The new agreement with NorthStar Alarm does not replace, cancel or void any other alarm agreement with any other company. 4. They are solely responsible to cancel any previous or current alarm agreement with any other alarm company. 5. They accept full responsibility for any outstanding financial or contractual obligation with their previous alarm company. 6. NorthStar Alarm and its representative cannot, will not, and have not called, mailed, faxed or communicated with their previous or existing alarm company reading their alarm agreement and cannot, will not, and have not cancelled their current alarm agreement on the customers behalf. 7. The representative has clearly and satisfactorily answered all of their questions regarding switching their alarm service to NorthStar Alarm. For this reason, we are unable to rescind the agreement that has been made. Final Consumer Response /* (3000, 7, 2013/12/23) */ See Attached Final Business Response /* (4000, 9, 2014/01/03) */ Ms. ******, Thank you for sending in the documentation showing you were still with another alarm company. I understand you were with another company and there was a misunderstanding. We do everything we can to make sure misunderstandings like the one that took place don't happen. 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 call is placed by an hourly compensated NorthStar employee, unaffiliated with the sales representative. One of the questions asked in this call is "Do you understand that you are solely responsible for cancelling any previous or current alarm agreement with any other alarm company?" To this you answered "yes". However, we understand you were with another alarm company and have gone back to them. Therefore, we will cancel your NorthStar Alarm agreement once we have received the equipment installed in your home back to our corporate office. NorthStar installed the following equipment: Lynx Plus Panel 2 Door/Window Sensors Key fob You can send that equipment to: NorthStar Alarm Attn.: ******* ******* 1280 South 800 East, St. 200 Orem, Utah 84097

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We sold our house in Sept 2013, but Northstar insists we are contractually required to pay for the alarm system through Feb 2015 or we risk default. On August 10, 2007, we signed a Purchase & Monitoring Agreement with NorthStar Alarm Services for our house at 2140 Newton St. in Denver, CO. The initial term was for 36 months, and the contract automatically renewed for 18 months if the company didn't receive notice of cancellation. The monthly payment owed under this contract is approximately $45.00, and it is paid via automatic debit from a credit card. In 2012, my fiancé (the contract is in his name) moved to California, so we rented the house. We kept the alarm during that year. When I also moved to California in 2013, we decided to sell the house; it went under contract in Aug 2013, and the final sale occurred in Sept. 2013. My fiancé contacted the company about canceling the account in August 2013 and again in October 2013. He noticed that his cancellation requests had not been heeded as the charges continued in November and December 2013. (It should be noted that, while the contract requires written notice of cancellation, he was not informed of this when he called and, thus, no written notice was sent to the company after those calls). I contacted NorthStar on December 16, 2013, and was informed that we could certainly cancel our account--but we would still be responsible for the remaining contractual term, which didn't end until Feb. 2015. When I informed the representative that we had sold the house, she stated that the only way we could get out of the remaining year-plus on the contract was if the new owners wanted to take over the term. When I questioned the legality of a services contract that survived the sale of the house itself and requested that a copy of the contract be sent to me, I received an incomplete copy of the contract. I requested a complete copy and received no response. On December 19, 2013, I called again and again received an incomplete copy of the contract. Without seeing the entirety of the contract, I do not even know if there is anything in the contract that addresses this situation. I cannot fathom that it is legal--let alone in good conscience or a good business practice--to enforce a services contract tied to a property (such as a house alarm system) when the individual no longer owns the property. If NorthStar has its way, we will have to pay over $500 for an alarm system tied to a house we no longer own. ** We have no account number - the account is identified by the home address.

Desired Settlement: I am requesting that NorthStar allow us to close our account effective immediately and that we not be responsible for the remaining term as we no longer own the house. Quite frankly, we should request a refund from October 2013 on as my fiancé called and informed them of the sale of the house and the request to close out the account at that time. However, we simply request that we not be billed for any additional months (the December 2013 payment has already been automatically debited) and that the account be closed.

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, If you can send us documentation showing Mr. Comstedt moved to San Fransisco we would be happy to cancel the agreement he sign with NorthStar Alarm. Thank you, Final Consumer Response /* (2000, 11, 2014/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution as it is nearly what I requested (I had requested that the contract be terminated effective Dec. 2013, and we were charged for Jan. 2014 (while this complaint was pending)); thus, I find the company's response satisfactory. What is not satisfactory, however, is the fact that it took the filing of a complaint with the BBB to get this situation addressed. It should not have had to progress this far--the customer service representatives with this company should have (a) been able to produce a complete copy of the contract when explicitly asked to do so and (b) been able to cancel the contract when the situation was explained to them just as it has been set forth here. Final Business Response /* (4000, 9, 2014/01/15) */ Dear Ms. ******, Thank you for sending that documentation. Mr. Comstedt's agreement with NorthStar Alarm has now been cancelled and no further payment will be required. Sincerely, ******* *******

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When sales reps explained the contract, did not fully disclose their auto renewal policy. I purchased a 3 year 3 month contract for home alarm service from Northstar. I was lead to believe and understand by the sales reps of this company that I was only required to obligated to stay in that contract for that 3 1/4 yr and I could anytime after that without paying any fees or having any other monetary obligations.

Desired Settlement: I signed up for the service on June 18, 2010. I called today to stop the service today on 11/21/2013 and was told by the phone rep that my contract was automatically renewed on Sep 18, 2013 and that I would be obligated to continue to pay monthly untill March 1, 2015. This is wrong. The sales reps that dicussed this with me and signed me up for this program distorted the contract and led me to sign a misrepresentation of the what I asked for. I ambeing held hostage to past what I thought I am responsible for. I would never have obligated myself to be obligated to a contract automactically. I think this company should have sent out a notice to renew before signing me up without me knowingly being committed.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. ********, I am sorry to hear you want to cancel. I would like to help you in every way I can. I show you want to cancel for financial reasons, and we would be able to help. We can put your payments on hold up to six months to give you a financial break from the alarm payment, but we would still monitor your account. Please let me know when I can send you the paper work to do this. Thank you, Final Consumer Response /* (3000, 7, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) when I talked to the phone rep about this he said i could be put on hold, but I would still have to pay that money for that hold period and it would be 47.00 per month on hold. Like I said this is a bill I would have canceled had I known about the auto renewal not being cleared with me first. Furthermore technology is better today. Final Business Response /* (4000, 9, 2013/12/23) */ Ms. ********, I am sorry about any confusion. We can put your payments on hold for up to six months and you wouldn't have to pay during that hold time. It would just extend your current agreement for the time of the hold. Would you like me to mail or email you the paper work to do this?

1/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Renewed service without notifying and then not responding to cancellation requests. First email sent to *******@northstarAlarm.com Nov 4 Hi, "..... I wanted to cancel my Northstar Alarm services effective this month. We were to use your services for 5 years. 5 Years were completed in Sept of this year. We have not received any notification for renewal of service and would like to cancel. I spoke with one of your service representatives about this and he mentioned 'Automatic Renewal'. I was completely taken aback because as per my information, there has to be some kind of notification from you prior to your extending the contract. Please call me or send me an email and we can settle this. I am ready to pay for the services used since Sept of this year to End of Oct. ** -- 2nd email sent: Nov 10th Hi, Can you please reply to this email I sent! I want to resolve this issue as soon as possible. Thanks. ** ---- 3rd email sent: Nov 19th to service#@northstaralarm.com *******@northstaralarm.com Hi, Can you Please respond! *** **

Desired Settlement: Want the account with Northstar Alarm services closed without any dues.

Business Response: Initial Business Response /* (1000, 7, 2013/12/09) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, I am sorry you wish you cancel. I show you spoke with someone to lower your rate. We would be able to lower your rate we would just need to speak with you to do this. To just cancel you would have to pay off the remaining balance on your agreement. You have fifteen months left on your agreement so your payoff would be $730.50. Please let me know which option would work best for you. Thank you, Final Consumer Response /* (3000, 9, 2013/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact is that Northstar Alarm renewed the contract without notifying me. How is this legal? Any contract extension has to be at least notified. I spoke with a person about rates and left a message later and asked him to call back but got no response! See ****************************************************************** See http://besthomesecuritycompanys.com/company/northstar-alarm There are many other people complaining about the same thing! After being a customer for 5 years, is this the kind of thing you expect? Final Business Response /* (4000, 11, 2013/12/23) */ Dear Ms. *******, I am sorry you wish you cancel. I show you spoke with someone to lower your rate in November and we have tried to contact you again. We would be able to lower your rate we would just need to speak with you to do this. To just cancel you would have to pay off the remaining balance on your agreement. You have fifteen months left on your agreement so your payoff would be $730.50. Please let me know which option would work best for you.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Tried to cancel contract at expiration but was told that it automatically renewed for another 18 months. To Whom It May Concern: I am filing this complaint because I have tried to resolve this issue with NorthStar Alarm Services and they won't do anything to resolve this. The following letter is what I sent to their cancellation department for the second time on September 16, 2013, and received a past due notice on October 19, 2013: "**** ******** **** ********* Ct. El Paso, TX XXXXX XXX-XXX-XXXX August 29, 2013 NORTHSTAR ALARM SERVICES Attn: Cancellation Board 1280 South 800 East, Suite 350 Orem, Utah 84097 XXX-XXX-XXXX To Whom It May Concern: My husband ******* and I signed up for your service with Representative, ****** ****** in 2010, and we were hesitant because we wanted a company that had cameras. He assured us that NORTHSTAR would be getting cameras in the near future and, since we were a model home, we would get new equipment to try when it came out. I have called on many occasions asking about this and was told by customer service that we would not get any new equipment to try. We could pay for the equipment or wait until the contract expired to see about upgrading. My husband and I are very disappointed that the company did not stand by the word of their Representative. I called to ask about this issue again a year ago and was told the same thing. My husband and I decided that when the contract expired, we would cancel the service. I contacted NORTHSTAR on August 26, 2013, and spoke with Customer Service Rep, ****** who said that my contract had expired August 21, 2013, and since I had not sent in a written notice to cancel, it renewed for another 18 months. I explained that I was calling because the contract, which was for 39 months, would expire in September and he told me that it had renewed and it would now expire in February 2015. I explained that I was not satisfied and wanted to speak to a supervisor. He said he could transfer me to ****, who is the Rep for my area. I had to leave a voicemail for **** to call me back. In the meantime, I called back and asked for the Retention Department and was put on hold. **** came on the line and he gave me the information about sending in a written notice of cancellation to the Cancellation Board. This letter is my written notice of cancellation. The reason for the cancellation is that we never got what we were promised. I counted the 39 month contract to expire in September 2013. I am requesting a confirmation letter concerning this matter. I can be reached at (XXX)XXX-XXXX or at **************@yahoo.com and look forward to receiving a confirmation letter and then cancellation authorization. Sincerely, **** ********" I called NorthStar again today after I received a past due notice and was told once again that my contract would not expire again until the end of 18 more months. I have not received any letters, calls, or emails concerning this matter. I no longer want their services and paid for 39 months which expired this year in September. I do not want my contract renewed for another 18 months. I have expressed my dissatisfaction on many occasions with the company. I have spoken to ****** ****, and ****. I am just getting the run around. I requested to speak to higher management and was told that **** had reviewed my account and that I would have to pay for another 18 months. I refused to pay and was threatened that it would go against me on my credit report. I want this issue resolved. I no longer want to deal with this company. I hope that the BBB can resolve this issue and I will not have to deal with this company ever again. Sincerely, **** ********

Desired Settlement: The settlement I am seeking is the cancellation of the contract and no further contact or bills from this company.

Business Response: Initial Business Response /* (1000, 7, 2013/11/06) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. ********, I am sorry for any misunderstandings that took place. I understand the sales representative told you that you could get cameras, however our records don't show anything about getting them for free. Section 8 of your agreement states "Additional Detection Devices Available. Customer acknowledges that (a) Company has described herein the Equipment and services available to Customer, (b) Customer desires and has contracted for only the Equipment and services listed herein, and (c) additional detection devices are available and may be obtained from Company at an additional cost to the Customer." Therefore, we cannot just cancel your agreement; however we would be able to get you cameras for no charge with an arrangement to extend your agreement. Please let me know when we can get that taken care of for you. Thank you, Final Consumer Response /* (3000, 9, 2013/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response from this business. I no longer want their service. I was stuck with their services for 39 months under contract. I faxed them my letter of cancellation, as per ****. I have spoken to ****, ****, and ****** I want my contract cancelled with no additional charges, no additional equipment/cameras and no further contact from this company. Sincerely, **** ******** Final Business Response /* (4000, 11, 2013/11/22) */ I am sorry to hear that. Your account is set to cancel at the end of your current term, which is February 28, 2015. When you signed up in *** of 2010 you signed for a 39 month agreement that will automatically renew for successive 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. My records indicate you faxed your request on August 16, 2013, therefore the end of your term is February 28, 2015. Consumer Response /* (3000, 19, 2013/12/26) */ To Whom It *** Concern: I am resending in my rebuttal to my complaint against NorthStar Alarm. I am not satisfied with their response and am still seeking an end to doing business with them. I am still adamant in wanting my contract cancelled. I followed thru on my obligation of a 39 month contract and sent in a cancellation request to settle this amicably. I have continued to get the run around. I just received another letter demanding payment or be sent to a credit agency. I am wanting my contract cancelled, no further payments requested or any other contact from this company. Please help. Sincerely, **** ******** Business Response /* (4000, 21, 2014/01/06) */ Ms. ********, We would be happy to get cameras installed as you have requested. We would provide them to you at employee pricing or we can extend your agreement and you can get them for free. However, as said before, we cannot just cancel your agreement without payment in full. Consumer Response /* (4200, 23, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom It May Concern: Thank you for your response. I am still not satisfied with the company's proposed resolution. Surely, there has to be some recourse for a company that deceives its customers. Is there no one in a higher position with NorthStar, such as CEO, who can address my dissatisfaction? I would like someone in a higher position, at NorthStar, to handle my complaint. I have fulfilled my obligation to this company for 39 months. I no longer want there services. Cancelling my contract is what I am asking for. Sincerely, **** ********

1/13/2014 Advertising/Sales Issues
1/2/2014 Problems with Product/Service
12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This letter is to inform you that some shady, lyime crap concerning North Star Alarm Services happened to our family. Sales person representing North Star came and informed us Honeywell and vivint Home Security have been bought out and are here to replace monitor control unit by subcontractor with their equipment, sales person made call to his boss informing, they informed me they did buy out Vivint and everything is good. So I let them and since Vivint contract was few months to expire to sign up another two years since it was same company. Did so! Vivint Home Security notified me they were not bought out and a lot of complaints of fraud from North Star has flooded them. 1) Our credit union (ISU Federal) was authorized to withhold payment after debit card was compromised. 2) I am cancelling contract with North Star. 3) Filing complaint with Utah Better Business Bureau 4) Filing complaint with Division of Consumer Protection. 5) Informing North Star to get their equipment out of our house.

Desired Settlement: Informing North Star to get their equipment out of our house.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ 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 agreed monthly amount is $42.99. 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, changing alarm companies 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. Therefore, if you would send us a copy of your final balance with your other alarm company we would be happy to help you pay it off. Thank you,

12/27/2013 Advertising/Sales Issues
12/26/2013 Advertising/Sales Issues
12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent letter to cancel, one told me they did not get it, another told me they did not get it in time to cancel... I sent a letter to cancel this system, they told me they did not get it and another told me i missed the deadline to cancel. I had a break in and the neighbor said the alarm went off for about an hour. So this tells it was set. They tell me they never got a response from the system...I quit paying and after 3 years they turn it into my credit rating...They send people door to door and these people have no idea about the system...3 other people in my area got this also and all have tried to cancel and had the same problem...They need to refund all the money and quit turning this in. They are the ones that has a bad rating with BBB .

Desired Settlement: Get this off my ratings and quit bothering us for their faulty system. Should give back our money....I will go get the other people and see if they want to take legal actions..They will also check their ratings..All we wanted was security and did not get this from you....You do not even have a base in this area to be hooked up to police or fire department to get home owners the quick help needed......

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *********, I am sorry about any confusion that may have taken place. You signed up with NorthStar in June of 2007 for a thirty-six (36) month agreement. The agreement you signed states "This agreement will automatically renew 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 sent in your notice of cancellation in July of 2010. Therefore, your agreement would cancel at the end of the current term which was December of 2011. However, the last payment we received from you was your July 16, 2010 payment so your account has been sent to collections.

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alarm system installed without permission from owner of home. On the day my son died(who was the homeowner),I found out that the girl that lived with him put the alarm system in.She repeatedly set it off when my family met me there to grieve.I called Northstar to try to turn it off.They would not and told me I had to take over the 5yr contract to be able to turn it off.I live 200 miles away and did not plan on returning to his home after his death.Bills keep on coming and I have never been back.How do I stop these thieves from torturing me?October 17,2012 was the day I was forced to have the system in my name.

Desired Settlement: I just want them to cancel my contract.Northstar will not even contact the new homeowners about the system installed in their home.I was in no mental shape to be signing contracts and being threatened by this company.They took advantage of me by damanding this contract.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com I am sorry you feel you were taken advantage of. I would like to present what my records indicate to help clear up any confusion. When this agreement was originally started both ***** ******** and ****** ****** signed the agreement, attached. Therefore, when ****** ****** passed ***** ***** ******** was still responsible for it. My records indicate on October 17, 2012 you called and requested your name be put on the contact list and asked to have full access to the alarm system. We informed you we cannot give you full access unless you took over the agreement, which would remove it from ***** *********** name and responsibilities and put it in your name and therefore you would be responsible for it. At that point I show you were upset and hung up on the customer service representative you were speaking with. On October 29, 2013 you called in again and requested to take over the agreement, at that point we emailed an electronic agreement for you to electronically sign, attached. You electronically signed the agreement that day, October 29, 2012. We also sent a technician out, per your request, to show you how to use the system. As your signed agreement states, "This Agreement will commence on the date product is delivered to Customer. The initial term shall be fifty-five (55) months." To cancel before the end of your current term you would need to pay the remaining balance of $2,106.57. Final Consumer Response /* (3000, 7, 2013/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The house was sold without my knowledge back in July or August of 2013. I live 3 hours away. The system was never turned on and still is not on. Northstar needs to visit 1317 Westvale Dr. in Nashville to show the owners how to use it. They cannot charge me for absolutely NOTHING!! What am I getting for thousands of dollars??NOTHING!!!!,but harrassement.Oh, by the way, ***** signed the contract. My son told me he didn't. Holly needs to pay the balance not me. She forged his signature! That needs to be checked out. Final Business Response /* (4000, 9, 2013/12/09) */ I understand ***** ******** signed the agreement, however when you signed the agreement that removed all responsibility from Holly. If you do not have access to the home we can help you get a system in your home, or in a home you would use it. Please let me know the address of the home you would like the system moved to. However, we cannot just cancel it because you are in an agreement.

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to move all elements of alarm system to new house and at the same time continue to charge full fee for 3 years. ($39.99 X 36 months). When we were sold the Northstar alarm system, we signed a 5 year contract never mentioning the 18 month clause. When we moved across town, only a part of our detection devices were moved. One, no smoke alarm despite complaints to have it installed. They continued to charge $39.99 per month. They have threatened to turn us over to a collection agency. I refuse to give them my new credit card and or checking account information. They are cheaters and and are dishonest! They even want me to pay a second time to have the missing smoke alarm installed! All I owe has been paid in full, but I've not received the service. Problem Date-04/13/2010 Purchase Date-07/15/2008 Model ****** V15 Order #s ? Acct.#s-XXXXXX Sales ********** ***** Payment Amt.$39.99/ month Payment Method-initial payment was a check, then monthly payments on VISA Credit card.

Desired Settlement: We never had a smoke alarm for 3 years and would request a refund of half of what we have been paying.(We have had the burglar alarm but not the smoke alarm). I have read many of the reviews about Northstar and agree this company has had enough complaints to be "put out of business"!

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********* I have reviewed your complaint and the notes on your NorthStar account. From what I can see this has already been taken care of. If that is not the case please let me know. Thank you, Final Consumer Response /* (3000, 11, 2013/11/25) */ Final Business Response /* (4000, 13, 2013/12/06) */ Mr. *********, I am sorry the smoke detector was not originally reinstalled. I show it has now been installed. Your monthly monitoring rate of $39.99 covers the monitoring of the system whether you have a smoke detector or not. Therefore, we will not be able to refund anything.

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had an alarm system installed 3 years ago by Monitronics. In Aug. a man named ***** called and told me he was updating our system. The technician came and installed a completely new system called Northstar, from Orem, Utah. Different company, different charge. What I questioned the Northstar logo they said they were changing names. This whole transaction was a lie, and I need to be released from the contract I mistakenly signed. I have had Northstar equipment removed, and monotronics reinstalled. Please take care of this for us.

Business Response: Initial Business Response /* (1000, 7, 2013/12/05) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com I am sorry for any misunderstandings that may have taken place. We do everything we can to make sure each and every customer fully understands their agreement. However, I do understand there was a misunderstanding. Therefore, we will cancel your NorthStar Alarm agreement once we have received the equipment NorthStar installed in your home. You can send that to our corporate office: NorthStar Alarm Services 1280 South 800 East, Suite 200 Orem, Utah 84097

12/23/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: To whom it may concern, to Northstar alarm serv. I ***** *****, account holder RXXXXXX wishes to cancel this account with NorthStar service. Due to the fact that I was misinformed by Northstar Representative on 7-9-13, he said that he was to upgrade the moniter, instead he switched the system from Vivint Alarm Serv. to NorthStar system. I was currently Vivint customer, now because of this action I am not able to allow 2 alarm services to withdraw from my account. therefore I have informed the bank not to pay out on the account with Northstar, I wish to discount this account, I also request that the monies that was withdrawn from my bank account be reinstated to the account.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com I would like to apologize for any confusion our sales representative may have caused. I have reviewed your account and see we have requested documentation showing you are still in an agreement with another alarm company, and for how much longer. As soon as we receive that we would be happy to either pay off your other company or cancel your NorthStar Alarm agreement. Please send that to us as soon as you can so I can help you take care of this. Thank you

12/23/2013 Advertising/Sales Issues
12/23/2013 Advertising/Sales Issues
12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: On Sept. 27, 2013 ******* ****** came to my house to upgrade alarm system- he came at our dinner time and I had my hands full with my grand kids and he asked to come in and that it wouldn't take long. He was very nice man and apologized for the interruption. ( it did take a while. ) He said everything would stay the same just change out panel. I didn't realize he wasn't with Vivint until he ask I write a letter to cancel with them. He wrote the letter and I signed it. We should have called Vivint and we would have realize I have a contract with Vivint until 2015. Now I'm out of $161.74 dollars that I would like to have back! I feel like I was taken advantage of- I did have some problems with the system (Red zone) that took some time for someone to come by to fix. (On a Sunday) I want to cancel my contract with Northstar Immediately! Northstar is no longer authoris to withdrawl funds from my bank account. I' am not going to pay for two services! Had we made that call to Vivint this could have been avoided. Please pick up your equipment. I' am filing a complaint with the Better Business Bureau. If you need to contact me you may do so via mail. No phone calls.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com I am sorry for any misunderstandings that may have taken place. We do not want you to have to pay for two alarm companies therefore we will cancel your NorthStar Alarm agreement and refund the $50.87 you paid once we receive the equipment back. You can send the equipment back to: NorthStar Alarm Services 1280 South 800 East, Ste 200 Orem, Utah 84097 Thank you,

12/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Extended contract based on fine print in contract without any secondary notification. DON'T USE NORTHSTAR!! 7/30/2013 called to cancel our contract, 7 days after end of initial contract. I was told it is not possible as it was automaticly renewed for additional 18 mos. without a 60 day notice (as stated contract). In order to cancel contract and discontinue service we would have to pay off the remaining 18 mos. that had automatically renewed. Yes it was our lack of being on top of our end of initial contract date and I can understand paying a penalty however we received no notice that our contract was ending renewal and we would need to contact them at least 60 days prior to end of contract to keep from renewing automatically for an additional 18 mos. We fulfilled the original 5 YEAR contract, you would think that as a courtesy to someone that has stayed with the program for that long that would be gracious enough to allow you to cancel after 60 days notice and no longer burden a consumer with a payment of $45 per month. With salaries decreasing and cost of living increasing I am extremely offended. I mailed my notice of cancellation in July 2013, we just received a call from NorthStar today, 11/11/2013. Wow, it took 4 mos. for them to contact a customer. I guess they aren't worried about their service since we are on the hook for 14 more mos. I'm not sure why they called, they offered on solutions of accommodations of any kind. MY ADVICE: DON'T CHOOSE NORTHSTAR. And if another company has an automatic renewal, DON'T, unless they are willing to take that out of their contract. While they have the right via "fine print" to get away with this, they are clearly more interested in getting their money than gaining the confidence and respect of their patrons.

Desired Settlement: Release from contract/payments after giving 60 days notice beginning today Nov.11, 2013 NOW, not in the future.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ******, I am sorry you want to cancel your agreement with NorthStar Alarm. As I am sure you understand, the agreement you signed states "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." I show you sent your request July 31, 2013, therefore your agreement is set to cancel at the end of the current term, January 31, 2015. To cancel before this you would have to pay the remaining balance on the agreement, $629.86. I understand that these times are financially hard for many of our customers. If you are interested we can lower your monthly rate. To do this I would ask you call in and speak with ****, in management, and he would be the one who could assist you with this Thank you, Final Consumer Response /* (3000, 7, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I do not accept the response, I am now working with the manager, **** ****** and he returned my call after working with our case further to provide us with other options. Although not satisfied, we appreciate ****'s attitude and efforts to go beyond that of anyone else at Northstar.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged a Fee for Cancellation of contract and some other possible fees. They are stating a contract was set up with my name & social security number, but they don't even have my social security number on record. (How can a contract be set up if they don't have a social security number to do this?)

Desired Settlement: I would like balance of about $2,800.00 to be removed as being owed & this issue taken off my credit report.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com This account has been sent to our third party collections agency Hillcrest, Davidson and Associates due to nonpayment. Therefore, you would need to take this up with them. Hillcrest, Davidson and Associates 715 N Glenville - Suite 450 Richardson, TX 75081 (XXX) XXX-XXXX However, when we spoke with you in February of 2009 you informed you we have a signed agreement with your name on it and you were instructed to take this up with your sister, which is still our stance today. You also informed us you were going to send in a letter explaining the full situation, which to this date we have not received. Final Consumer Response /* (3000, 7, 2013/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I would like to receive a copy of the contract and detailed documentation showing exactly what kind of fees I'm being billed for. This whole issue started when a North Star Alarm sales person showed up to the home of relatives where I used to live. He somehow convinced someone in the household to get this alarm system, but the sales person asked who had the best credit in the household and that's how my name ended up on the contract. (I was not in the house at all during this transaction, when the sales person used my name without my permission to set up this contract.) He deceived someone in the household, making them believe it was okay to use my name for this transaction. As soon as I found out about this, I called to cancel this contract. Then apparently I was too late to cancel before any penalties. When I spoke to one of your representatives, they stated a contract is set up by using a social security number, but you don't have my social security on record.) Therefore, I would like to get this balance removed and issue taken off my credit report. Final Business Response /* (4000, 9, 2013/11/27) */ When we spoke with you in February of 2009 you informed you we have a signed agreement with your name and social security number on it and you were instructed to take this up with your sister, which is still our stance today. I have attached a copy of the agreement for you to review.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I want to cancel the contract. Because I did not give a 60 day notice prior to the original contract, they refuse to cancel and added another 18 mos. I entered into a contract on 7/2/08 for 5 years of service with Northstar Alarm. I called to cancel the contract June 20, 2013, talked with ****, who explained that all I needed to do was to write a quick note asking to cancel and fax it to XXX-XXX-XXXX. I completed that task on that day. Two months later I received a phone call from ***** asking me where my payment was. I questioned him as to why I needed to make a payment since I had cancelled the service. ***** then told me that I had to give a 60 day notice prior tot he ending of the original contract or it would renew automatically for another 18 months. I don't know why **** didn't explain that to me in June? I then explained to ***** that I don't have a home phone line and that they are not even providing service for me - to which he stated that it didn't matter - the contract was the contract. So I don't want to pay for something that I'm not getting and I've tried to talk with the Supervisor and get the same responses. I continue to get calls about being late - they threaten to turn me over to collection. I think this is horrible that they can continue to charge me without providing service. Which I don't want the service anyway.

Desired Settlement: I am seeking for Northstar to cancel my service as of the effective date I ask for and to rectify any credit damages that they have reported. The very least that I will accept is to pay for the 60 days (notice period, which is $79.98 and they cancel my contract and rectify any credit damages that they caused.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I am sorry about any confusion that has taken place. In reviewing the account I show when you spoke to **** he informed you your account had already renewed but we would be able to get your system working with a cellular radio. We would be happy to help you get your system up and running again so you can use it. However, you are already over 150 days past due so we would have to work something out with that first. If you would be willing, we would be able to get you a new touch screen panel with a built-in cellular radio, keep your monthly rate the same and forgive the past due if you would be willing to extend your agreement for 36 months. Please let me know when I can do this for you. Thank you, Final Consumer Response /* (2000, 11, 2013/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this Resolution with great dissappointment. I do feel that NorthStar does not keep their customers informed - they are only concerned with their retention rating, which is very sad. Final Business Response /* (4000, 9, 2013/12/16) */ Dear Ms. *****, If you will make a payment for $79.98 we will cancel your account. Please call our customer service department at (XXX) XXX-XXXX to make that payment. Thank you,

12/13/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: He told my wife ****** was no longer in business and they were taking over On August 19 ***** came to our door talk to my wife *** saying that ****** had too many lawsuits and Norstar was taking over their business my wife not knowing what to do called me from out-of-town ***** told me he was from Honeywell and he was only changing the box that the boxes were catching houses on fire I ask him if he was changing our service and he said no just the box after our conversation need told my wife that I said it was okay and had her sign a new contract with Northstar and a notice to ****** to cancel our Service he lied about the whole thing ****** contacted me and ask why I canceled my service I told them I didn't

Desired Settlement: I would like for them to cancel this contract they falsely had my wife sign

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com It is an unfortunate situation that you feel your wife was 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 and your wife experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract that xxx 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 $49.99. There is also an applicable service tax in the state of Texas, making the total monthly cost $54.11. 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. Your wife 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. Final Consumer Response /* (2000, 11, 2013/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Where would you like for me to send copy ? Final Business Response /* (4000, 9, 2013/11/27) */ I am sorry you feel your wife was taken advantage of by our sales representative. As I stated before, it has been confirmed that all levels of quality assurance had been performed as voluntarily outlined by NorthStar Alarm Services. However, I also understand you are under an agreement with two alarm companies therefore, if you will send us documentation showing you are still under an agreement with your other alarm company, and the equipment NorthStar Alarm installed in your home we will cancel your NorthStar Alarm agreement.

12/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: 5 year contract signed by my mother-in-law when she was 89 for 5 years. She had to move out of her house and they won't cancel the contract. In 2011, my mother-in-law, ***** ********* signed a 5 year contract when she was 89 years old. At the time we felt that the salesperson took advantage of a hard of hearing elderly person who did not fully understand that she was signing a 5 year contract. Who would ethically have an 89 year old sign. 5 year contract? In June she had to move to assisted living and North Star refuses to cancel her contract. They say that we either have to pay it or transfer it to a family member. Even if she died they would not cancel the contract. We think that this is grossly unethical, and that they should not hold her to the contract. We are quite certain that she did not understand that this could not be canceled, and again feel like they took advantage of an elderly person.

Desired Settlement: We sent them a letter back in June with POA papers to request cancellation of the service. We want them to break the contract as of June and forget the $99.98 they say is overdue.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *********, I have reviewed your mother-in-laws account and I do understand she has moved out of her house. Because of the situation at hand we would agree to cancel her agreement if she will send the NorthStar Alarm equipment back to our corporate office, 1280 South 800 East, Suite 200, Orem, Utah 84097. Once we have received the equipment back we will cancel her account and stop reporting her past due. Thank you,

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Northstar is trying to charge me for the three months I was waiting for their service tech to fix my alarm. Northstar is the worst company I have ever done business with. I signed their contract when their salesman put my wife and I in a high pressure situation (at age 21). That was my mistake as I didn't read the fine print. They allow no early exit whatsoever. The alarm service was purchased for my wife to fell secure while I am in Alaska (commercial fisherman) but it's not being used because the cats set it off. The company claims nothing under 60 pounds will trip the alarm. . . I had an issue with the alarm connectivity last winter and it took three months of calling and waiting on no-shows for us to finally get our alarm working again. Their sub-contractor "tech" tried to charge us for two visits that he was late on. First time he was 2 hours late The second time he didn't show up at all. The third time he showed up a day late. He never called once to tell us he would be late which wasted my time on four occasions (3 no-shows and the fix-it day). Northstar tried to get me to pay them a no-show fee because we weren't home for the two times he was late and now wants to charge me for the 3 months I went without service. I want out of my contract. They did not live up to their end so how can I ever feel safe having a company like that "protecting" my wife. . .

Desired Settlement: Cancel contract

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ******, I am sorry about the trouble you have had. I have reviewed the notes on the account and I show we did not charge you to send the technician. I show the technician was able to fix your system, if this is not correct please let me know. I will also credit you two months for the inconvenience you had with the technician. Again, if your system is not working please let me know as soon as possible so we can get it corrected. Thank you,

11/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Sales person lied to me when I asked for clarification about contract terms in 6/12. Had he told me the truth, I would have never signed. Fraud. I was happy with my Northstar alarm service until today. However, I was just informed by them that thier salesman lied to me when I got the system installed in 6/12. I specifically asked him what would happen if I moved during my 42 month contract and could not transfer my contract or take my system with me due to reasons beyond my control. He led me to believe it would not be a problem and there would be flexibility in that circumstance. I have put my house up for sale and called Norhtstar to confirm this today, but was informed that I would have to pay the entire contract instead of what my initial salesman told me. No flexibility was offered whatsoever. Before I signed, I read the contract carefully and asked for clarification on this circumstance specifically because I knew I would be moving at some point in the future. I was satisfied with the salesman's clarification at the time. Only today did I find out I was lied to. I would have never signed had I been told the truth. I will report this to Texas authorities and BBB. This is fraud.

Desired Settlement: Cancel my contract or live up to what I was told by the salesman.

Business Response: Initial Business Response /* (1000, 5, 2013/11/11) */ 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. As it states in section 14 of your agreement "If Customer moves from the Premises, Company may, at its sole discretion, move existing System or re-install System at a new residence if the new residence is within Company's existing service area. A $99 fee, excluding additional materials or replacement parts, shall be payable by Customer to Company to move and re-connect the System." If you do not wish to move the system to your new residence and the new owners of the home the system is in would like to take it over, as long as they qualify, they can sign for the remaining of your agreement and you would be released. Please let me know which option would work best for you. Thank you,

11/28/2013 Problems with Product/Service
11/25/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sales rep used slanderous accusations against my current alarm company to gain my business. Copy of original email sent (including date): From: ***** V <*********@yahoo.com> Date: September 14, 2013 at 12:40:34 PM PDT To: "*******@northstaralarm.com" <*******@northstaralarm.com> Subject: Request for immediate cancellation Reply-To: ***** V <*********@yahoo.com> RE: Act#XXXXXXXXX On 9/4/13 a representative from your Fresno office ******** ******* came to my door soliciting your company's services and said that he noticed that I was currently a Vivint customer from my yard sign. He had an iPad with him and asked if I had a panel that looked like the one on his iPad. I said yes. He told me that my panel has been under recall because they are a potential fire hazard. He asked if Vivint had informed me of the recall. I said no and asked how long they had been under recall. He said that they have been under recall for a while and and they have found that Vivint hadn't been informing their customers as they are required to do by law. I immediately doubted my family's safety under Vivint's watch and spoke with ******* about the services Northstar offered and later agreed to sign an agreement. Today (9/14/13) I contacted Vivint to discontinue my service with them and was asked by an account specialist the reason for my decision. I told them that I had been informed by another company that my particular model of panel was under recall and their company failed to inform me. He said that Vivint's panels are not under recall and that, just the opposite was the case for my model of panel, my panel was actually rated one of the highest for safety. He asked me to provide him with a web address to where the information was located so that he could investigate it for me. I went online and guess what....I can't find ANY recalls related to ANY of Vivint's panels! Needless to say I am thoroughly infuriated that a company would go to such great lengths to misrepresent the facts in order to gain new customers! Any company that is so desperate for customers that would use slanderous claims against another company is NOT a company I want to do business with!! And if I can't trust your company's integrity, how the heck am I supposed to trust you with my family's safety? For the above reasons I am demanding an immediate cancellation of my account with your company, including a refund of $44.99. In addition, once the account cancellation has been completed and the refund has been issued, I want my phone number placed on your company's Do Not Call List. ***** ****** XXX-XXX-XXXX *end On October 1st, I emailed Northstar again: I have yet to receive a response from your company. The fact that I haven't received acknowledgement from your company furthers my frustration. ***** *end On October 2nd I called Northstar and got ********** ***** acknowledged that the company had in fact received my emails and that he had it in front of him. He said that no one could call me because I had put within my email to be put on the Do Not Call List. I informed him that A)the Do Not Call List does not apply to customers with active accounts, and B)my request to be put on their DO Not Call List was to take effect AFTER my account had been cancelled which was clearly stated in the email. I asked ***** if NOT receiving any acknowledgement from Northstar meant that my account had been closed. He said no that it was still active. I asked to speak with a supervisor or manager. He said they don't have those. I asked to speak with whoever was his superior then. He said there wasn't anyone. I asked him who handles client problems that he can't solve. He said they each solve their own. So I told him that he needs to solve this then because I wasn't happy. He said I just have to wait 60 days. I asked what I am waiting 60 days for. He said for this to be closed. I asked again for a supervisor. ***** placed me on hold and then transferred me to a 'supervisor voicemail'. I left a message and STILL haven't heard from anyone.

Desired Settlement: I want my contract voided and my account closed IMMEDIATELY! In addition, I want the $89.98 that has been charged to me, to date, refunded along with any other charges that occur after this complaint is submitted and until my account is closed. I also want an address to send back the equipment that the installer put in, if Northstar wants it back, and I WILL NOT pay for postage! If Northstar does not want their equipment back, I want that in writting. I want all further communication between Northstar and myself to be through email.

Business Response: Initial Business Response /* (1000, 7, 2013/11/06) */ 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. When the sales representative mentioned your panel being recalled he was referring to the "2GIG Technologies Recalls Modules Used In Go!Control Panels for Home Security Systems Due to Fire and Burn Hazard" link below: http://www.cpsc.gov/en/recalls/2012/2gig-technologies-recalls-modules-used-in-gocontrol-panels-for-home-security-systems-due-to-fire-and-burn-hazard/ If you are paying for two alarm systems we would be happy to help you pay off your other company, but we would not be able to cancel your NorthStar Alarm agreement. Final Consumer Response /* (4200, 13, 2013/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not do business with Northstar Alarm because they used slanderous claims against another company to scare me into doing business with them. I am not sure how much more clear I can be. Final Business Response /* (4000, 11, 2013/11/22) */ Again, I am sorry you feel you were misled. However, as I said before if you are paying for two alarm systems we would be happy to help you pay off your other company, but we would not be able to cancel your NorthStar Alarm agreement.

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Rep misrepresented himself as with my current alarm company & said he was there to upgrade my system, change my sign & billing info. On April 22,'13, Northstar Alarm Services Rep, ****** ********** came to my door stating that he was there to upgrade my current Monitronics System, change out my sign to a Northstar Sign,& put everything under Northstar now. I asked if he was w/Monitronics because they've switched names before & if that's why he was there. He said: "Yes". He made it sound like it was something that I had to do in order to keep my current monitoring going. I went thru the installation process & changed out everything per him being, I thought, w/my current company. In August, my finances changed & I discussed it w/my daughter. She then looked at my bank account statements & asked why I'm paying for 2 alarm services. I said: "No, I was upgraded & that a former Monitronics guy came by to upgrade me to NorthStar because he said they switched names. She informed me that I had been scammed & started calling & writing letters in my behalf because it has me disgusted that I was loosing all of that money, $49.99 a month and $100 for upgrade installation, plus paying for my Monitronics service, only $34.99...longtime customer. My daughter, *******, called in my behalf on August 23,'13, & spoke with Rep. **** regarding terminating my account because I had been scammed into this contract. ***** in the Cancellation Dept, stated that is was no problem to terminate & all I needed to do was fax a letter stating that I wanted to cancel along w/proof of my current Monitronics contract. He said as long as I show that I am still bound in contract w/them then it would be no problem to cancel. She also asked **** if I would be charged any further once they receive the information. He said I wouldn't & he also mention that I could be reimbursed for the double months of monitoring from NorthStar. Lastly, he said to fax the information attention: ********/Cancellation Dept. I was happy w/the way that conversation went. However, on September 1,'13, after my daughter received the proper paperwork from Monitronics, she sent a letter stating all of the above, current contract bound, & how she spoke w/Monitronics about this problem as well by fax which was confirmed as received. They stated that since Northstar took all of my equipment then they should be responsible in recovering new equip that's compatible w/Monitronics or if their equipment is then they should leave it there. My daughter expected communication back no later than October 1,'13, to give them time to process the cancellation & issue a refund check. I heard nothing back & continued to be billed. On October 4,'13, ******* called Northstar back & spoke with Rep ****, who stated that they never received the 1st letter & that I'm continuing to be billed. She said to resend the information, w/no apologies, & once they receive it then in 5-10 days it should be resolved. My daughter resent everything to ******** again & called after sending & receiving another confirmation that it was received but was transferred to ********'s voicemail. She asked for a return call which was also noted on the cover page of the fax. On October 8,'13, ******* called Northstar back again, since they never returned her call. She spoke ****** & asked to be connected to ********. He said she wasn't in, but he would give a note to her about the account. ******* asked to speak with ********'s Supervisor. **** transferred her to a Supervisor Line & ******* left my & her name, contact info, & a brief problem of my account & not receiving any follow up communication about my account. No communication was received, so ******* called back on October 11,'13 spoke with Rep ***** & asked for ********. He wouldn't connect ******** to *******, but did state that they received my faxes & that it wasn't sufficient to cancel. He said I need a FINAL INVOICE from Monitronics in order to have my acct cancelled thru them. They are manipulating & taking advantage of Seniors. They know me by (XXX)XXX-XXXX, **** ****** & my security code.

Desired Settlement: I'm seeking to cancel and resolve this issue by receiving my reimbursement of $49.99 a month from April 2013 and $100 for installation, plus possibly paying for changing out the system to be back compatible with Monitronics, which I didn't include in the dispute amount. I have no idea what that might be. I just need extra help in getting this matter resolved. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2013/11/06) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. ******, I am sorry for any misunderstandings that may have happened. I show we received your letter and have cancelled your account and refunded $320.94 to your checking account ending in 1427. If you don't see this refund by November 8th please let me know so I can put a trace on it. Thank you,

11/19/2013 Advertising/Sales Issues
11/19/2013 Advertising/Sales Issues
11/19/2013 Advertising/Sales Issues
10/29/2013 Advertising/Sales Issues
10/28/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Have made complaints to the customer service and in writing. I want to cancel, feel I am receiving a run-around. On July 1, 2013, I was solicited at my home for their Alarm Services. On the same day a technician installed the system. I feel I did not have the chance to fully review your services and my right to cancel within the 3 day period was not properly honored. From the installation I have holes in my wall that are not being used by the equipment (I had freshly painted within the last year and a half). My billing statement for September was received September 17, 2013, the statement date and due date listed on it are September 16, 2013. I did place a call to your customer service regarding my statement which I am charged $2.00 for and was told to just pay as soon as possible. I am not satisfied and wish to cancel at this time. Please inform me of your cancelation procedures. On September 27, 2013 I received another bill for 2 months of service. Most of the above was included in my letter to Northstar Alarm.

Desired Settlement: Cancellation of their services.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I am sorry for any misunderstandings. I show you signed a sixty month agreement with NorthStar on July 1, 2013; therefore the end of your current term is July of 2018. To cancel before the end of your term we require the remaining balance of the agreement. Regarding the $2 billing charge, as it states in section 5.1 of the agreement "In the event paper invoicing is authorized, Customer agrees to an additional service charge of $2.00 per month" Please let me know if you have any other questions.

10/28/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: There was a fire at my house 8/24/09. Northstar has continues to bill and renew a the contract even though they have no equipment at my house. I have asked for them to cancel my contract they refuse to accept saying they dont get my faxes. I asked for them to reinstall the system and they refused. They automatically renew the contract knowing I have asked for it to be cancelled and they asre not providing any service. Their only concern is keeping the billing going. No matter waht I say or what services they can or cant provide.

Desired Settlement: I am asking for a refund for the amounts that have been billed while they were not providing me service. I am tired of talking to them on the phone and faxing documents. I have instructed my back to stop allowing them to bill me. Now i am ready for a fight. All of my requests have been ignored and billing continued. Now I expect them to drop their billing, refund my money and pay me for my time in dealing with this nightmare.

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. *******, I am sorry to hear about your home. In reviewing the notes on your account I do show where you called November 12, 2009 and informed us your house burned. However, I do not see any notes regarding you calling to get the system reinstalled. I show we received your written authorization to cancel your account September 5, 2013. Although you are already in your renewal term we have cancelled your account for you and credited off the invoices you haven't paid. Final Consumer Response /* (3000, 7, 2013/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not talk about the dozens of phone calls and requests I made. " if you have no equipment in the house, how can you keep billing me" , " when will you refund the money you took from my account while you we're not providing me a service", " you must receive the cancellation notice in writing? Ok I sent it," next month you billed again and again for years. Talking to you on the phone did no good. The only thing that stooped the billing was recording a conversation with your rep and playing it to my bank. Refund the money you took from me Final Business Response /* (4000, 9, 2013/10/10) */ Mr. *******, In reviewing your account I have notes you called in on November 12, 2009, March 6, 2012 and we didn't hear from you again until 2013. We would be happy to install a new system in your home and workout something for the time you went without service, however we would not be able to refund anything at this time. Thank you,

10/18/2013 Problems with Product/Service
10/18/2013 Problems with Product/Service
10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They renewed my contract for an additional 18 months because I did not give them 60 days notice for cancellation. Upon a door to door solicitation, I had Northstar Alarm Services install an alarm system in my house at **** ****** Lane, Denton, TX, XXXXX on August 18th 2008. It was at that time that I signed an 5 year agreement for their services. I moved out of the 3319 Oriole house in August of 2011 and called Northstar to see if I could cancel their service or at least lower my rate. They said that there would not be a rate adjustment until I had 1 year left on my contract, so I called back in August of 2012 to ask for a rate adjustment. They said they could only adjust my rate if I extended my contract, which I did not do at that time. I called them back the first week of August 2013 to ask for a cancellation of my service and they told me I needed to submit a written cancellation request. I faxed them a cancellation request on that same day. I called 2 days later and they said they would not cancel my service until the end of my renewal contract (an additional 18 months) since I did not give them 60 days notice prior to my renewal date of August 18th. I told them once again that I no longer live in that house and that I no longer need their services. I was told to fax a copy of a utility bill to confirm my new residence, so I did that same day. I called back the next day and they said it was being reviewed. Over a 2 week period I spoke with approximately 3 different supervisors and 4 different customer service reps. I was repeated given the run around about who actually could amend the contract and also waited for a return call from a supervisor for over 2 weeks before I had to call back in to discuss my request. My most recent conversation was with ***** ** on September 5th. He told me that it was up to the cancellation department as to whether or not my contract could be amended. Then later said that he actually had the power to amend my contract, but was choosing not to do so simply because I had not given them 60 days notice. My cancellation request was submitted 2 weeks prior to my actual renewal date, but obviously not 60 days prior. They have locked me into an automatic 18 month renewal contract for an alarm system in a house I no longer reside in. I have paid Northstar Alarm Services approximately $3000 over a 5 year period without missing a single payment. I simply want out of my agreement with Northstar Alarm Service. Thanks.

Desired Settlement: I do not want my contract renewed and therefore, do not want to pay them another $900 over the next 18 months for a service I no longer need or want.

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. **********, I am sorry for the misunderstandings and confusion. I have reviewed your account and see you called in 2011 to inform us you were moving, and we received your cancellation authorization on August 6, 2013. Therefore, we will cancel your agreement 60 days after we received your authorization, once October's invoice is paid.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They failed to cancel my service after repeated attempts to do so. Do not return phone calls. I had called to cancel monitoring services last year when I was under financial stress. They said my contract had 3 more months left. I disagreed, but they still continued automatic withdrawl. Once my contract was over, I called to inform them I no longer needed service as I was moving to a safer neighborhood. They replied that my contract automatically renewed for another 18 months and that I would have to submit a request to cancel early. I've faxed the request twice with no response. I've emailed them to let them know I was no longer going to pay. No response.

Desired Settlement: Stop service immediately. Pay back the sum from when I sent my request to cancel service 3 months ago.

Business Response: Initial Business Response /* (1000, 5, 2013/09/27) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ***********, I have reviewed your account and would like to clarify a few things. On August 26, 2009 you signed an agreement with NorthStar Alarm for thirty-nine (39) months. On this agreement it also states "This Agreement will commence on the date product is delivered to Customer. The initial term shall be thirty-nine (39) 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 renewal term stated in November of 2012. We received your written notice of cancellation on July 12, 2013, which set your account to cancel at the end of your current term, May 31, 2014. However, because you called in 2012 we are willing to waive the renewal term and cancel your agreement 60 days from when we received your written request. Therefore, your account will cancel September 30, 2013, and no more payments are required.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NorthStar Alarm Services, Inc. is still billing me for alarm monitoring services at a home after being notified that I no longer reside there. On, August 23, 2013, my residential property was sold and Northstar Alarm Services was contacted. I clearly and explicitly advised the customer service representative that I have moved from the location, and that I no longer reside there. I requested a final bill to close out my account. The representative stated that because I signed a contract that they would have to continue to bill me for alarm monitoring services even though I was no longer there. Unacceptable!! The representative advised me to fax a letter to the cancellations department and they would decide if services would be able to be stopped on the account. I have not faxed over any correspondence to the cancellation department until I receive something in writing from this deceptive company stating that billing will be stopped on the date of contact, which was 8/23/2013.

Desired Settlement: Account closed as of the date of contact 8/23/2013 and issuance of final bill.

Business Response: Consumer's Final Response /* (-5, 17, 2013/10/11) */ This is obviously a fraudulent practice and I will notify the states Department of Security for this company and file a formal complaint. In this company's response, they have stated that they will continue to provide home monitoring services to an address that I have stated that I no longer reside. WOW! UNBELIEVABLE! I plan on escalating this issue!

10/10/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: On 7-22-13 a representative from NorthStar came to our home, a smooth talker that talked us into changing companies. Saying our system was out dated, and they were reclaiming customers. NorthStar should not bother people already have a security system. esp senior citizens. I want to cancel their system, so far I have talked to several people and gotten no where. Also the representative has not returned calls. He said I could call any time and he would answer questions.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *******, I would like to apologize for any confusion our sales representative may have caused. I have reviewed your account and see we have requested documentation showing you are still in an agreement with another alarm company, and for how much longer. As soon as we receive that we would be happy to either pay off your other company or cancel your NorthStar Alarm agreement. Please send that to us as soon as you can so I can help you take care of this. Thank you

10/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was promised by the salesman an alarm system for $39.95 a month and they would pay off my existing contract with vivint. Neither happened. This has been the worst experience I've ever been a part of. A group of salesmen arrived at my home promising a less expensive home alarm service. Said they would pay off the total contract amount owed to our current provider (Vivint). And our new monthly charge would be $39.99 with a 48 month contract. The total charges would be $43.29. I was asked to to have a verbal recording with North Star where as they confirmed the equipment to be installed and the amount per month. I confirmed 39.99 per month. The installer arrived a day later and installed more equipment than agreed upon. I was at work and my wife was home. The amount was incorrec as well. The installer removed what I did not agree to and we agreed on $39.99 again. When I looked at my bank statement there were two charges, one for 43.29 and an additional 10.00. I called and they said we are supposed to be billed 49.99 per month after much discussion they apologized and said that it is noted that we are only supposed to pay 39.99 per month and that next month they would adjust our statement and would deduct $10.00 from next months statement. The representative was Brice. Then we received a call from Vivint saying we were passed due on our acct. We explained we changed companies and they were going to pay off the rest of our contract. This did not happen. I again had to call North Star and they then said to have the company send us a final invoice fax it to them and they would take care of it. My complaint is that we had to make multiple phone calls to this company to get what was promised and not all the issues have been corrected yet. I am reporting this company due to failure of contract agreements. I am very upset with this company's breech of contract. I have spent a large amount of time calling and having to demand what was promised. The customer service department dances around the issues. I have made multiple calls to Northstar to insist and argue and complain to representatives just to get what was agreed to. I also would like to report the sales person his name is ******* ******* phone XXX-XXX-XXXX.. North Stars customer service number is XXX-XXX-XXXX You will be able to access our acct by giving them our address... **** E ******* St , Grand Prairie TX 75050 and the pass word on the acct. is ****** If you have questions please feel free to contact us and I am sure you will be getting more complaints about this company in the near future..

Desired Settlement: What I am asking to resolve this issue in lew of the the broken contract agreements is to be released from our contract which was signed 8/13/2013. As well as being reimbursed for the amount of money I have paid Northstar at the time these issues have been resolved.

Business Response: Initial Business Response /* (1000, 5, 2013/09/10) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry about the trouble you have gone through. I show the billing mishap has been fixed and your monthly rate is $39.99 plus tax. Regarding paying off your agreement with the other company: we have received the balance you sent us, thank you, and a check for $180.30 is being sent to you tomorrow, September 11, 2013. We will also be giving you a month free of monitoring for the trouble, so you will not see a payment for September come out of your checking account. Again, I am sorry about the trouble, Final Consumer Response /* (3000, 7, 2013/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) please insure that the amount of months the contract is agreed upon is 48 months and and not 60 months. The customer service rep I spoke with said it was a 60 month contract and I only agreed to a 48 month contract. If you state that this is noted I will agree to accept your response. I did speak to a rep that said they would correct this error but I have not heard back or seen the contract length corrected. Thanks, Mr. ****** Final Business Response /* (4000, 9, 2013/09/24) */ I show your agreement is for forty-two (42) months (3.5 years).

10/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Customer service Northstar- **** 7-31-2013 customer Service Northstar - ***** 8-1-2013 We have contacted Northstar twice to complain about their representative ****** ********** that he informed us that Northstar was taking over for Vivint security systems. Their tech installed Northstar's system in our home. ****** also lied, he told us that he was going to give us a $40.00 check to make our first payment to Northstar, which didn't happen. He was also going to contact Vivint security systems that they had taken over their account. He didn't do that either. So we have been making double payments since June, 2013. We also contacted Vivint and was told that they didn't take over. So we had Vivint's system reinstalled. We don't want to be with a company and misleads their customers. We've been with Vivint for 3 years Northstar used Vivint's motion detector and or door alarms.

Desired Settlement: Cancel contract. misled under false pretenses that they had taken over our previous alarm system.

Business Response: Initial Business Response /* (1000, 5, 2013/08/22) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. and Mrs. *****, I am sorry about the misunderstanding; I show your account is set to cancel as soon as the NorthStar Alarm equipment is removed from your home. A technician should be contacting you, if he hasn't already, to schedule a time to remove the equipment for you. Once that equipment has been removed we will refund the money you have paid us. Final Consumer Response /* (3000, 7, 2013/09/05) */ see attached Final Business Response /* (4000, 9, 2013/09/18) */ Dear Mr. and Mrs. *****, I am sorry the technician hasn't contacted you. I just got off the phone with him and he promised me he would contact you today.

10/4/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Requested to cancel services, but keep getting billed. I kept getting bills even though my contract was for 39 months. I had numerous issues with their services and told them at the end of my contract I didn't want to renew. At the end of the contract which was in mid July they started sending me bill again in August. NorthStar said I needed to fax in a letter requesting my services be terminated. Additionally I had services that were not rendered earlier in the year and issues with the alarm system that they said they would credit be half a months worth of services. I faxed them a letter requesting to cancel my account and credit the half month worth of services towards the 40th month that I wanted canceled. No one told me I had to send a letter to cancel my services when I complained about leaving months before my contract was up. Knowing that their services are awful I did take a picture of the fax showing that it send everything okay on my iPhone. I can send that if you need it. I want the entire charges dropped and don't ever want to do business with them again. I also sent them multiple e-mails about their poor services and outlined in detail how they could improve them. I never got a response to a single e-mail sent. They are simply a horrible business, especially for an alarm company. If you would like those e-mails, I can send them too.

Desired Settlement: Personally it would be nice to get half my money back for the services they offered since they were so awful. $700.00. I feel like I just paid to have the idea of an alarm service rather than one that worked on my behalf 100% of the time. I would be perfectly fine however if they just stop billing me and expunge this $98.98 bill that shouldn't even be coming to me, which keeps increasing for services that I don't want anymore. Contract is over! Thanks for listening and for your support. :)

Business Response: Initial Business Response /* (1000, 7, 2013/10/02) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. *********, I am sorry you didn't get a response to your emails. I will be sure to pass on this information to the people that need to know things like this. I have reviewed your account, and we have cancelled your account and you do not owe NorthStar any further payments. Final Consumer Response /* (2000, 9, 2013/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Not honoring military orders to get out of contract. When the contract for services was initially signed we were informed that the contract was for 2 years, after moving and having the service installed in our new home I was informed that it was actually a 5yr agreement. In April my husband had come down on TCS orders, I faxed the orders and a request for cancellation to Northstar on August 12. On August 13 a rep confirmed they had received the said orders and they would have to be reviewed. Aug 16th still no work from NorthStar, the rep I spoke to told me that because they were only temporary orders the best they could do was put our services on "hold". I asked to be transferred to a supervisor, ******* ******* came on the phone and I explained that my husband was already overseas, we do not have a date of return as this was a no notice deployment and that he was initially only supposed to be gone a month. ******* said she would talk to her supervisor and get back with me. A week later, Aug 22, ******* leaves a voicemail saying that now the best she can do is put our account on hold for 6 months. Not only did they falsely inform us of our contract timeframe, and our home is not fully secure because they refused to issue new hardware when installing in the new home, but now they are refusing to cancel our agreement with proper military orders. I have tried calling multiple time and now my calls are no longer being returned.

Desired Settlement: would like our agreement canceled

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, As you stated you sent us TCS orders, those orders state your husband will be gone for 6 months. I understand that those orders changed and you have not received new orders, however, like we spoke about, NorthStar will put your account on hold for 6 months, and if you receive new orders within those 6 months those will be reviewed, and we will either extend the hold or cancel the account. If there is equipment that should have been installed, missing from your home we can send a technician to your home to take care of that. Please let me know what is missing so we can get that fixed as well. Thank you.

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Company targeted my mother ***** ****** after the recent death of my father to strong arm her into signing a 60 month contact for security service. Salesman used unethical practices targeting my elderly and recently widowed mother to sign a 60 month contract for an alarm system. My mother already had an alarm system from another company and was not aware of what they were getting her to sign. We sent in a cancellation within the 72 hours but the company has still pressed forward to try and extract money from her bank account. We want a confirmation that the company will cancel the contract as required by law and will cease and desist from trying to extract money from her account. The contract was written on 8-12 and the cancellation was faxed in on 8-15 and we have proof of the Fax going though to their Fax number as well as phone calls they we made to confirm that they did receive the cancellation.

Desired Settlement: We want NorthStar to remove their equipment ASAP and follow the LAW with regard to the Cancelation to the contract and to cease and desist from any attempts to try and extract money from my mothers bank.

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ 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 feel your mother was treated. I show her account is set to cancel as soon as we receive the equipment back. A technician should be contacting her today, if he hasn't already to schedule a time to remove it for her. Once the equipment has been removed any money your mother has paid will be refunded. Thank you for your understanding.

9/30/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I sold my home and Northstar refuses to transfer the remaining months of my contract. They said they would auto renew it, unless the new owners renew. When I signed the contract, I asked what happens if I sell my home. They told me the new owner could resume the rest of the contract without an issue. Now, they are refusing to stop charging me, unless the new owner signs a 3-5 year contract with them. The new owner has agreed to resume the remaining months left on the contract, but do not desire to sign a new contract. Northstar informed me that they will automatically renew my contract and continue charging me, unless the new owners sign a new contract with them. They will not service the panel, and they will not end my contract. Their customer service is atrocious, and they have done nothing but lie about the situation. They are unethical, and trying to trap people into using their services. I have disputed their charges with my bank, but I will have to do that on a monthly basis, unless they stop.

Desired Settlement: I want the last payment of $39.99 refunded to me, as well as the company to stop charging me moving forward.

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I am sorry about the misunderstandings and confusion. If the new home owners of your home would like to take over your agreement for the remaining three months of your agreement they can do that, and we will, and do, service the equipment in your home. If they would like to just pay for the next three months they can do that as well. Please let me know if they want to sign an agreement for three months or keep the agreement in your name and pay for the last three months, and I will be happy to do that for them. I can be contacted at (XXX) XXX-XXXX extension **** from 7am to 3pm mst. Thank you, Final Consumer Response /* (2000, 12, 2013/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the company does not charge me moving forward, I am happy with their response. Final Business Response /* (4000, 10, 2013/09/26) */ It looks like there have been more misunderstandings and confusion. If the new homeowners would like to take over your agreement for the remaining three months we would have them sign a new three month agreement, or if they do not want to sign a new agreement we can keep the agreement in your name and they can just pay for the service. If they want a new panel they can sign a new 60 month agreement and we can get them a new panel for no charge. However, I do understand your frustration and want to apologize you were not able to speak to a supervisor. I am one of the people who receives the voice mail messages and for whatever reason I never received a voice mail from you. Therefore, we will cancel your agreement as of today and if the new homeowners would like to use the system they are welcome to call us and we will honor what I went over above.

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company failed to properly communicate with me regarding the automatic renewal of the service until there was an issue with the cancellation. The initial contract stated that the service would be for 39 months and may be renewed for 18 months after the initial contract. However, the company didn't inform me of the automatic renewal and I never received any notice of the automatic renewal until I contacted them for cancellation. I was told that the renewal was automatic and I would have to pay for the remaining 12 months of the 18 months automatic renewal. I never received the copy of the contract until recently when I contacted them for cancellation. The sales representative I spoke with before the service started told me that I would receive the copy of the contract after the installation but never received the copy of the contract until there was a dispute about the cancellation. I told them that it was their responsibility to properly and formally inform me of such renewal before it started. I was aware of the initial 39 months but they should have communicated with me as such in the same manner they require written notification before cancellation. I want to cancel the service because I wasn't completely satisfied with the service but had to wait for the initial 39 months. I have now entered into a new contract with a different company and can't afford to pay the $479.88 they are asking for before cancellation.

Desired Settlement: I will like the service contract be cancelled immediately and no payment required before the cancellation.

Business Response: Initial Business Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, I have reviewed the notes on your account and do not see any time that you called in because you were not satisfied with the service. We would be happy to do anything we can to help you be fully satisfied with your NorthStar Alarm service. I understand you changed alarm services however, I am confident we would be able to offer you the same thing you received from your new alarm company if not more. We would be happy to help you in any way we can to get the NorthStar Alarm system back in your home and upgrade it to match the current services you have been receiving. Final Consumer Response /* (4200, 15, 2013/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am currently with a new service provider for a period of 24 months and switching again will not be a good idea except if you are ready to pay the cancellation charges for the remaining 23 months to my new service provider. If I had known that there was an automatic renewal, I would not had signed up with the new company. However, if you can pay off the new company, we can work out the renewal term. Please let me know your decision soon because I can not afford to be paying for two services at the same time. Final Business Response /* (4000, 17, 2013/09/11) */ We would not be able to pay off the other company seeing that you were with NorthStar Alarm first. I would recommend informing your new company that you are still under an agreement with NorthStar Alarm and see if they will release you from your agreement with them.

9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with this company prior to moving to this address a few years, I had my service moved with which there were several issues connected with the move. Red flag. Despite the problem I resigned to continue service with the company. They installed a keypad and a battery back up to an existing system. The system has consistently given false alarms. I've allowed Northstar technicians in my home on more than six occasions to attempt to fix the problem. The problem went from one location to another. I NO LONGER HAVE FAITH IN THIS COMPANY OR THEIR ABILITY TO RESOLVE THE ISSUE. It is not okay that 2 out of 3 times, on a good day when I leave home, I receive calls from the company an "interior sensor alarm" is going off in my home. First two times, I had to leave my job to make sure things were okay, now I just have to disregard the alarm. What happens when there is a "real issue" and I'm not home?! In conjunction with filing this complaint I have talked to them only to be told they would send another tech to my home. REALLY! I REFUSE TO BE INCONVENIENCED OR BULLIED BY THIS COMPANY ANY LONGER. As a consumer I have a right to have goods or services (for which I pay) to be delivered in timely manner! I was told in speaking with a supervisor on yesterday that they will turn my account over to collections if I break the contract, and collect whats left on the contract. They have already broken the contract when in the course of 90 or more days they have been unable to resolve the problem or make good on the service. I have already paid TOO MUCH for a service I have yet to receive. To make matters worse, the phone operators can only give me the same supervisor Ms. *******, twice, at what they say is their Corporate Office and there is apparently no one in the company higher than her.(The contact/complaint dates requested are approximate and DO NOT contain them all) Product_Or_Service: Home Security Service Order_Number: NA

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this contract terminated as I no longer have faith in this company, their goods or services. I want a refund of any payments removed after this day (7/16/13) as I will be forwarding by fax a copy of an attached letter requesting they discontinue this service. Thank you in advance for your help with a peaceful and fair resolution.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/31) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ****, We would be happy to credit you for the time your system hasn't worked. We would also like to send a technician to your home to fix the system. I understand we have tried to send a technician before so, if you will work with us, we would be willing to cancel your NorthStar Alarm agreement if our technician cannot fix your system within two weeks of when you agree to let us send him to your home. Please let me know when we can send him to fix or replace your system. Thank you. Consumer's Final Response /* (4200, 15, 2013/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They keep submitting the same resolution, I submit the same resolution. Business' Final Response /* (4000, 13, 2013/09/05) */ We have made a comment to provide you with a working system and would like an opportunity to do so. For this reason, we would like to send the technician to fix or replace the system. I have included a copy of the recent sixty month agreement you signed.

9/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Aggressively pushed into purchase and subsequent purchase contract with company for 5 year term. Was under physical/mental duress when initiated. In 2008 I was cohered into the purchase of Northstar alarm system while seriously ill and heavily medicated. The door to door sales person was adamant, aggressive and completely misrepresented the terms of the agreement I was signing with the company. I was not instructed that it was a 5 year agreement and when on multiple subsequent occasions, including the day after I signed said contract, I contacted the Northstar I was told that I would need to fulfill the 5 year contractual agreement or face subsequent legal and credit action by the company for defaulting. I repeatedly contacted the company to follow up on this, again confirming there was no early termination to this contract. In early 2013 I contacted the company to finalize the terms of the cancellation as the contract was to expire in May 2013. They stated that they needed a written letter with a signature from me stating that I wished to terminate the agreement and that it would terminate on its own at the end of the "current term" which was to be approximately May 2013. I wrote and mailed subsequent letter and when I continued to see debits from my account I contacted Northstar again. The customer service representative went on to state that they had no record of ever receiving the termination letter and as such the contract "auto-renewed" for another 18 month term. At no time in the 5 year period of calling to terminate this agreement was I told that it would "auto-renew" it was constantly portrayed to me as a minor formality that they have this signed document on file. Now they state that I am required to fulfill the terms of this "automatic renewal" and provide a written notice a minimum of 60 days prior to the termination of the contract in order to stop debits from my account at the end of the contract term. It was made known to me by the customer service representative that this was a common occurrence, his suggestion was to sign up with a new alarm company and have them pay our termination fees, stating this was a "common practice" in the industry. I feel extremely taken advantage of and as if I was repeatedly lied to by omission so that they could lock me into further fees and contractual obligation. I feel that they have been extremely unethical in their business practices, especially concerning the fact that they have well documented my lack of use of their services for over 3 years now. I just want them to cancel my current contract and discontinue charges to my financial institution. I am obviously willing to accept the terms of the original contract but feel as if this "automatic renewal" is an outrage.

Desired Settlement: cancellation of contract and discontinuation of services effective the end of the original contract period. Refund of all charges after the end of the original contract term.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/04) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ****, I am sorry about the misunderstanding and I understand you have called in the past to cancel. Therefore, we will cancel your agreement today and no further payments will be due. Thank you,

9/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was given false info from a customer service rep on the end date of my contract. As a result, my contract was extended without permission for 18 mo. Account: *** W **** St Austin, TX 78751 I called in April 2013 asking for cancellation date and address. Representative (******) stated my contract ended July 2014 and gave my termination information. I called in July 2013 to re-confirm and was told my 5-year contract had expired on July 3, 2013 and it was automatically extended 18 months without my signature or permission. I explained the situation to the representative (*****) and was told all of this is documented in my account. I sent in cancellation notification that day - it was received on 7/6/13. I want my policy cancelled immediately and I will not honor any future contracts with NorthStar Alarm as of receipt of the letter on 7/6/13.

Desired Settlement: I want my contract severed - effective immediately.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/14) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. ********, When I spoke to you in April you informed me you wanted to cancel unless we could send a technician to your home for no charge, which I show we did. I also show we upgraded your panel for no charge. When sending the technician and upgrading your equipment we incurred costs, there for we are unable to cancel your agreement for no charge. I can, however, offer you a $299 payoff to cancel early. Consumer's Final Response /* (4200, 11, 2013/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's fine. You have my letter that was received on 7/6/13 that states I want my policy cancelled. Obviously since you are unwilling to do the right thing for your customer and cancel immediately due to your rep's error, then that will have to apply EFFECTIVE JULY 1, 2014. Please confirm that the end date for my NorthStar contract is noted as JULY 1, 2014 and that you received my letter of termination to this effect on 7/6/13. I need this in writing from NorthStar ASAP. Business' Final Response /* (4000, 13, 2013/09/03) */ Ms. ********, Your account is set to cancel on July 15, 2014; therefore your last payment will be due May 16, 2014. I have also mailed you a letter with this information.

9/19/2013 Advertising/Sales Issues
9/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Deceptive sales method, Salesman misrepresented himself, as he worked for our current provider, and the service to be provided. On August 1st, 2013 ****** **** knocked on my front door. He introduced himself saying that he was from our provider & that the provider had changed names. He asked about our equipment and showed me a picture of my equipment that I recognized. At this point, he stated that my panel was old 2G technology and we needed to be upgrade to 4G technology. He said we were a promotion house and all we would have to pay for was the activation fee of $99 and the first months service plus fees on our new equipment for a total of $153.11 which we expect the $153.11 to be fully refunded within 30 days. After the refund, Northstar can pickup their equipment or provided a prepaid Fedex or UPS shipping label for us to return the equipment. ****** then stated that APEX had provided the equipment and sold our monitoring service to Vivint, so we would need to write a letter to APEX letting them know their equipment had been removed and was available at our home. He then provided the wording of the letter to my wife and the address for the letter. Reviewing my copy of the contract, the cancellation date is hard to see and takes an effort to see any part of the date and some imagination to even guess the actual date. We have been in contact with our provider Vivint, who has us working with their scam department. We have no intention of paying Northstar, have contacted our bank to put a stop payment on all drafts from Northstar.

Desired Settlement: Full refund of the $153.11 within the next 30 days, full release from the contract without penalty, cancellation of all automated bank drafts and no reports to any credit agency. refunds paid beyond the specified 30 days to pay an additional 0.5% compounded daily interest.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/04) */ 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. The fourth item I would like to point out is a document called 'Form-C', attached. In Form-C , NorthStar Alarm goes over seven points to insure the customer understands the following; 1. They are entering into a new alarm monitoring agreement with NorthStar Alarm Services. 2. NorthStar Alarm Services is not affiliated, acquiring, or associated with their previous or existing monitoring company. 3. The new agreement with NorthStar Alarm does not replace, cancel or void any other alarm agreement with any other company. 4. They are solely responsible to cancel any previous or current alarm agreement with any other alarm company. 5. They accept full responsibility for any outstanding financial or contractual obligation with their previous alarm company. 6. NorthStar Alarm and its representative cannot, will not, and have not called, mailed, faxed or communicated with their previous or existing alarm company reading their alarm agreement and cannot, will not, and have not cancelled their current alarm agreement on the customers behalf. 7. The representative has clearly and satisfactorily answered all of their questions regarding switching their alarm service to NorthStar Alarm. 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, changing alarm companies 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. However, we do want every customer to be fully satisfied, therefore we will cancel your account and refund all the money paid as soon as we receive the equipment back to the corporate office. I have included a shipping label for you to use to send the equipment back. Thank you, Consumer's Final Response /* (2000, 7, 2013/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the solution is not the "How" I wanted it resolved, the solution does resolve the complaint.

9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company renewed contract with our consent, even after we had given verbal notice on 3 occassions as well as written notice. Spoke with Customer service rep regarding the status of my cancellation of service on Aug X XXXX, and I was informed that I had been renewed. I was suppose to be done with the contract at the end of Aug 2013. On June 25 2013, I spoke with ******* the rep for my third time regarding cancelling my account. At that time I was advised that all I needed to do was send a faxed letter that day and my services would be cancelled at the end of my term and that I would recieve a cancellation confirmation. So I followed his instructions and submitted the written notice that day. Again this was my third verbal to date, per their records. I initially called to cancel 3 years earlier (per their record) but was told I had to finish out my contract. I called again in May 2013. To date I have not had any confirmation of cancellation, nor has the company ever attempted to contact me in any manner to offer support, or attempt to keep my business. I called North Star on Aug 2 2013 to confirm my cancellation, and had to speak with Bryce, the manager, on why I was not cancelled. He informed me that I was indeed cancelled at the end of the renewal period that I am now under, which end 18 months from now. He went on to explain that they have all my cancellation attempts on file, but since my written was submitted after the 60 days notice, I am now in renewal. So let me get this straight, I have told you three times that I want to cancel, but because of a loop hole, you are going to renew any way. This just seams like corrupted business pracatice. Again, NO ONE explained that on any of my phone conversations with North Star when I tried to cancel previously. There was no customer service. In fact they had a bully approach on why they will continue to draft my account. Looking at the LONG list of conplaints, I am not the first to have this EXACT issue.

Desired Settlement: I would like the company just to cancel my account in Aug 2013 as agreed upon, and waive the $735.93 dollar renewal contract that I DID NOT ASK FOR. I have fullfilled my 5 year contract, and would like this to be over.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, I am sorry about the misunderstandings and the confusion. I have reviewed your account and I do show that you called in about cancelling before the end of your initial term. Therefore, we will accept your notice of cancellation and cancel your account today. Again, I am sorry about the frustration the misunderstandings may have caused. Consumer's Final Response /* (2000, 7, 2013/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the companies response, and am anticipating a confirmation of cancelation. Please send a confirmation of cancelation to the email address provided on my fax cancellation request dated in June.

9/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales agent lied about company moving security system we moved. We had for sale sign up when we signed up for service. Sales agent, ******* ******* knocked on our door to sell us a security product. It was good deal, but we were in the process of selling out house. The sales agent promised us that the company would move the alarm system free of charge two times before charging. We have since sold our house and the company is not willing to move our service without charging.

Desired Settlement: I am seeking a refund for the change of address and to get out of the security contract. I don't want to place the security of my family in a company that doesn't place value on truth.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ******* *******, Customer Care Manager Contact Phone: (XXX) XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ****, I am sorry about the confusion; looking at the notes on your account I show that we have authorized to move your system for free. If you can call us at your earliest convenience we would be happy to set that up for you. Thank you, Consumer's Final Response /* (3000, 7, 2013/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response has come after we moved and we left our system in the old house. It is now too late. The buyer of our house did not assume out contract and we cannot pay for a system we no longer have.

9/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Salesperson told wife that Northstar had bought previous alarm company and he was just updating equipment. We are now charged 2 payments a month. On 6/13/2013, ****** ********* came to my home and spoke to my wife about our current alarm company, Vivint. Mr. ********* identified himself as a representative of Northstar alarm company. Mr. ********* informed my wife that Northstar had bought out Vivint and that he was going to update the equipment to Northstar equipment. That same day, Mr. ********* and a co-worker, **** ******* removed all of Vivint's equipment and replaced it with Northstar. Mr. ********* and Mr. ****** took the Vivint equipment with them. On July 17th, 2013, I noticed that an electronic payment was made to Vivint and Northstar in the amount of $44.99 each. I phoned Vivint and was told that they were not bought out by Northstar and that this is a common practice of Northstar. I also spoke to Northstar and they informed me that my wife was lying to me. Also, on 7/23/2013, Northstar removed another $44.99 electronically from my account. When I phoned them again, they said it was for a payment that was due 3-5 business days after installation in June, but the payment was declined. This is untrue as 1. I have the money in the bank to cover $44.99 and 2. my bank has overdraft protection and they phone if this happens.

Desired Settlement: I want Northstar to cancel my contract and come get their equipment from my home. I also don't want them to charge me one more penny for my trouble.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ 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 and your wife 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 your wife 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 $44.99. 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. Your wife 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. The fourth item I would like to point out is a document called 'Form-C', included. In Form-C , NorthStar Alarm goes over seven points to insure the customer understands the following; 1. They are entering into a new alarm monitoring agreement with NorthStar Alarm Services. 2. NorthStar Alarm Services is not affiliated, acquiring, or associated with their previous or existing monitoring company. 3. The new agreement with NorthStar Alarm does not replace, cancel or void any other alarm agreement with any other company. 4. They are solely responsible to cancel any previous or current alarm agreement with any other alarm company. 5. They accept full responsibility for any outstanding financial or contractual obligation with their previous alarm company. 6. NorthStar Alarm and its representative cannot, will not, and have not called, mailed, faxed or communicated with their previous or existing alarm company reading their alarm agreement and cannot, will not, and have not cancelled their current alarm agreement on the customers behalf. 7. The representative has clearly and satisfactorily answered all of their questions regarding switching their alarm service to NorthStar Alarm. 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, changing alarm companies 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 would be happy to help you pay off your other alarm company so you are not paying for two alarms. To do this we would just need a copy of your final invoice with them. Consumer's Final Response /* (3000, 7, 2013/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry you allow your representatives to take advantage and overwhelm women who are home alone with two kids while your scammer is committing fraud. My wife an I have no choice but to continue with litigation against Northstar. At this time, you may come and pick up your equipment from our home. We have also put a stop payment at our bank for any Northstar billing. We will also proceed to file a police report and contact all local media about your scam. We have also contacted the Utah Attorney Generals office about your scam. It's real easy to have checks in place, but when your scammer flat out lies that you have bought the other company a then he proceeds to steal the other companies equipment, there is a problem with that. I would love for you to pay the other company off, but you cannot be trusted at this time. Business' Final Response /* (4000, 9, 2013/08/23) */ 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. A section of this call goes as follows: "Are you currently being monitoring by any alarm company?" If the customer answers yes: "What company are you with? Do you understand that NorthStar Alarm is not acquiring, merging, or associated with (insert company name here)? Do you understand that you are solely responsible for canceling any previous or current alarm agreement with any other alarm company?" If the customer answers no to either of the previous 2 questions, the agent thanks the customer for their time and asks to speak with the sales representative, at the point the install cannot proceed. If you can send us documentation showing you are still with another alarm company and how much longer you are with them we can cancel your agreement with NorthStar Alarm.

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on 7/25/13 attempting to cancel this service. Customer service said I would still be responsible for a 5 year contract equaling $5,000. I called on 7/25/13 attempting to cancel this service. Customer service said I would still be responsible for a 5 year contract equaling $5,000. I asked for s Supervisor. I was told "They were on a very long call." I was put into a voice mail and have not had a call back. No resolution.

Desired Settlement: I am asking for a refund of the $100 deposit and any monies that have been debited from my account.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/13) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, I would like to apologize you haven't received a call back; I do show a supervisor called and left a message. My records indicate you signed a sixty (60) month agreement on July 8, 2013. If you would like to cancel early you would have to pay off the remaining balance of the agreement. However, we would be happy to help you in any way we can to make sure you are satisfied with your alarm system so you can continue to use it. Please contact our customer care department, (XXX) XXX-XXXX at your earliest convenience so we can help you with your service. Consumer's Final Response /* (3000, 7, 2013/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has terrible customer service. The door to door salesman for this company would not leave our home after we informed them we did not want to buy anything, and to please leave the premises. They informed us that they weren't selling anything and the services were free. Not only was this false but they would not leave our home until we would accept their services. They did not go over the paperwork in an informing manner of any kind. Basically just , sign here and here and were done. Their was NO discussion of there being a contract and a 5 year one at that. We had these services for two weeks before we decided to cancel. We have made several calls an gotten no response from a supervisor. They said we would have to pay the 60 months in full to cancel. That's 3000 dollars for a service we had for 2 weeks that was suppose to be "free" that we didn't want in the first place. I've gotten more run around with this company trying to cancel than I've ver experienced with ANY company. I left voicemails for the supervisor and never got a call back. All I want is for the service to be cancelled. There should be a 30 trial to make sure a customer is satisfied with their services before they are committed to a 5 year contract anyway. I do not want to be charged for any cancellation because they've not been the slightest bit helpful in any of this process. Business' Final Response /* (4000, 9, 2013/08/22) */ 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, 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.

9/4/2013 Advertising/Sales Issues
9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My alarm system does not work. I have called several times to have them repair the system. the alarm system does not work all the time. sometimes I can not turn it on prior to leaving my house. I called to cancel the service and was informed that I could not cancel it because the contract automatically restarts if I do not provide a written cancellation notice. My current service restarted in June 2013 and I was told that I cent cancel it until December 2014. So I have to continue paying for a service that does not work.

Desired Settlement: Allow me to cancel the service and stop paying for something that does not work.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, Your alarm system is programmed to send a monthly test signal to inform us that it is still on and working. Our records show we have received your test signal every month. I also see that you called in on April 20, 2012 and said your system wasn't working, however you were not home and said you would call back when you got home, and we never heard back from you. We would be happy to send a technician to your home for no charge, and talk about compensation. Please call our technical support department, (XXX) XXX-XXXX option 2, to set up a time to have the technician come to your home. Thank you, Consumer's Final Response /* (2000, 7, 2013/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept this resolution if the technician can fix my system. I will call the technician to set up a time for the service call if the problem is not resolved I want the service cancelled immediately.

8/29/2013 Problems with Product/Service
8/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Service has not been used in over 2 years. Company was unwilling to cancel service and has now automatically renewed service for additional 18 months. Service contract was entered into on 6/30/08 for a duration of 5 years. Home phone (which was necessary for service to be provided), was disconnected summer 2011, and all billings were paid subsequently. Contacted company May 2013 to request cancellation of contract. Was advised at that time that cancellation must be done in writing. Hard copy letter was sent requesting contract cancellation on May 25th, 2013. Contacted company again on July 20th after further billings commenced and was advised cancellation letter had not been received. Sent second cancellation letter by fax same day. Contacted company again July 25th, and was advised neither mailed or faxed cancellation letters had been received. Also advised that contract had been automatically renewed for additional 18 months after completion of original 5 year contract.

Desired Settlement: The only thing we would like would be for the contract to be cancelled and for no further billings to commence. We feel that the additional 18 month extension is fraudulent, and that the company is intentionally disregarding cancellation letters for the purpose of illegitimately extending the contract and billing period.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/13) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, As I am sure you understand, the agreement states we have to receive written request to cancel your account at least sixty (60) days before the end of any initial or renewal term, or the agreement will automatically continue for successive eighteen (18) month renewal terms. My records indicate you faxed a request to cancel on July 20, 2013. We reviewed your request and have decided not to hold you to the eighteen (18) month renewal, but to cancel your agreement sixty (60) days from when your request was sent. Therefore, your agreement is set to cancel September 30, 2013.

8/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Area Manager of Northstar gained entrance into my home with false,misleading statements to install a new home alarm system replacing my alarm system. I am 94 years old, live alone and have considerable hearing loss. At 6:10pm on 7/24/13, Northstar area manager ******** ******** came to my front door(without appointment)stating he was here to update my current security system which is Vivint Alarm Security. Several times he repeated this was an upgrade.His technician was blocking my driveway when my daughter arrived by car from Chicago and inquired what he was doing. He responded that he was going to install a new home alarm system.My daughter told him I already had an alarm system and to leave.She came inside and questioned the area manager as to what he was doing and he repeated the "upgrade system" story to her. I had not spoken with anyone from Northstar nor ordered any Northstar equipment and became very confused as to what was happening. I am thoroughly satisfied with my Vivint Alarm system. Mr. ******** said that Vivint had not serviced my equipment and led me to believe that they were no longer in business. I reluctantly allowed the Northstar technician to install the "upgraded" system and he left at 7:30 pm. That evening,suspicious at what had taken place, my daughter checked Northstar and BBB websites and discovered there were numerous complaints against Northstar for using the same "system upgrade"statement to gain entry into homes and install security systems. My daughter told me that it is called "slamming" and is illegal. She assisted me in contacting Vivint alarm system to let them know what had happened and to request they re-install my Vivint system which I still have.We then contacted a customer service representative at Northstar and told him what had happened and that I was terminating their services within the 3 business days allowed due to fraud. A termination letter was faxed and mailed to Northstar today, 7/26/13. Shortly after speaking with Northstar, Mr. ******** called my home and spoke with my daughter.He said he didn't want to lose his job over this incident and that he had installed an "upgraded" system although it was from another company and besides, their system was a better one.I told him about the complaints from consumers about Northstar sales techniques and he stated that Vivint had a worse record. My daughter stated that wasn't the issue - that I was satisfied with Vivint and that what he did was illegal and fraudulent. No money was exchanged nor credit card information given. Northstar was to bill me monthly.At this point I will have Vivint reinstall their equipment and return Northstar's equipment to them. I am also filing a complaint with the Attorney General of Indiana and with the local police department.

Desired Settlement: Cancellation of Northstar alarm system in writing with return of equipment to Northstar and reinstallation of Vivint alarm equipment.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/13) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I am sorry for the misunderstanding. My records indicate your account is set to cancel once we receive our equipment back. A technician should be contacting you soon, if he hasn't already. Again, I am sorry for any miscommunication.

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fulfilled my 60 month contract. Told today that I would be billed for 18 months for failure to produce cancellation letter. I signed a 60 month contract with Northstar alarm on 7/14/08. I sent a certified cancellation letter, which was received on 6/3/13. I was told that cancellation letter wan not valid because I was not primary account holder. I explained that I was the first signee on every part of contract back in '08. At that time, I was asked to send a copy of my contract so that Northstar could verify. i said that it was not my responsibility to spend any more of my money to provide them with copy of contract that they should have. Today (7/15/13) I talked with customer service. They had apparently found my contract, but said cancellation letter was invalid because it was not received 60 days prior to end of contract. I explained that my contract did not end until 8/14/13, in which case they had received cancelation letter well before 60 days. I told them that I would stop payment to them after the 60th withdrawal had been deducted from my account, thus fulfilling my original contract.

Desired Settlement: I want my account with Northstar terminated. I have fulfilled the terms of the signed contract that I hold in my possession. They have received a cancellation of services letter, well within the 60 day ending of my obligation. I was told that if I stopped payment, that my account would be turned over to a third party collection agency. As someone with great credit, I wish for this not to happen. After being a valued customer for 5 years I would prefer a "thank you" instead of "we are turing you over to a third party collection agency".

Business Response: Business' Initial Response /* (1000, 5, 2013/07/18) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. *****, As you stated, you signed a 60 month agreement with NorthStar Alarm on July 14, 2008, therefore making the end of your current term July 15, 2013. The notice of cancellation letter we received from you was postdated May 29, 2013. I understand you changed alarm services however, I am confident we would be able to offer you the same thing you received from your new alarm company if not more. We would be happy to help you in any way we can to get the NorthStar Alarm system back in your home and upgrade it to match the current services you have been receiving. Please contact me at your earliest convenience so I can assist you in getting your NorthStar Alarm system back up and running. Consumer's Final Response /* (2000, 15, 2013/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business' Final Response /* (4000, 13, 2013/08/28) */ Mr. *****, We will agree to your request and have cancelled your agreement immediately for no charge or penalty.

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested termination of services and goods before my contract end date and have received no response from company. I was given incorrect info by a rep from the company. I called the company to seek clarification. The company advised there was nothing they could do. I wrote a request to terminate services letter as instructed by the two reps and manager I spoke with. They advised I would receive a response withing 10 days. It has now been over 30 days and I have not received a response. Despite numerous attempts via email and fax as instructed. Called company back and they advised since I did not communicate with them they extended by contract another 18 months without written or verbal consent. I spoke with 2 separate reps and a manager neither of which were sincere or understand nor did they exhibit good customer service.

Desired Settlement: Terminate my original contract as that is the document I signed when services were initiated and honor by contract end date of 7/23/13. Due to this experience I no longer feel this company has my best interest at hand nor do they exhibit great customer service.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ********, As I am sure you are aware the agreement you signed states, "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 23, 2008 with a sixty (60) month agreement; therefore we would need to receive your cancellation request on or before April 23, 2013. My records indicate you emailed your request on June 21, 2013. Although we cannot cancel your agreement we do have some options for you. We can lower your monthly rate by $10 a month if you will agree to extend your current agreement. Please call us between 9am and 9pm EST for us to help you with this. Thank you,

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May I asked NorthStar to cancel my service. They told me I was signed up until 2015. I was unaware of these terms. This was not told to me at the time I signed up for their services, otherwise I would not have locked myself in to that. I was led to believe I could cancel at any time. I called them this week and explained this to them and told them I would not be sending them any more money as I can no longer afford their service. They said it would look bad on my credit report. I have worked very hard for my excellent credit rating. I am very upset about this threat. They have not turned my service off as of yet. I need help with this problem. So far, July is the only unpaid amount. But if they don't turn it off, the arrears will build up. Also, my alarm system has never worked properly.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Discontinue the service. Turn it off.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/20) */ 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, 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 the system isn't working as it should we would be happy to send a technician to your home to fix it. Please call our technical support department to set that up. Thank you, Consumer's Final Response /* (3000, 7, 2013/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) No terms were mentioned to me when I signed the contract. Only the amount of the monthly charge. I took the saleman's word for what he was selling. Had he told me I was signing for 60 months I would not have accepted the service. No level of quality assurance was performed. I did not receive any calls after the installation, except for the installer coming by the next morning. That was hardly time for me to know if I was pleased with the service. Three days is insufficient. As to the system not working properly, calling a tech would be another charge to me. I am not paying for this service any longer as I cannot afford it. I want NorthStar to tell me what they plan to do about it. I have not used the service since 6/30/13.

8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a contract with them. I submitted in writing I no longer needed the service. They automatically renewed the contract without authorization. I had a 5 year contract for the alarm service on a house in San Antonio, TX, that ended in May, 2013. Per a phone conversation with their company rep, I submitted a signed request on May 15, 2013, that service be stopped. It was the end of the contract. After a prolonged time and my follow up, I received an email on June 6 stating the contract was renewed until January, 2015. The monthly rate is $48.64. They have continued to draw electronically from my bank account. I first filed 2 disputes on their June and July withdrawals, and the bank told me this would also block the payment. Unfortunately, that was not the case. Another withdrawal came through on August 2. Now I am taking another action with the bank that is costing me over $30 that will put a block, but it will only last for 6 months. I do not have an account number that I know of with the company. I received one email from ** ******

Desired Settlement: The total amount listed above includes the full 18 months. To this date, I have paid 3 months. I have disputed that with the bank, and they are repaying that amount.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ********, I show the email we received from you to cancel your account indicates you moved July 16, 2012. However, on February 24, 2013 your alarm went off and the notes say we spoke with both you and Javier. With the conflicting information, we set your account to cancel at the end of your current term, January 31, 2015. With this being said we would like to work with you, if you provide us with documentation showing you moved to Corpus Christi we will cancel your account as soon as we receive it. Thank you, Consumer's Final Response /* (2000, 7, 2013/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will submit a copy of my drivers license to the company as proof that I no longer live at the San Antonio address.

8/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have attempted to cancel our service with this company twice. We road out the term of our agreement only to find another 18 months was added on. This company assured us that our contact would end July 2013. When we emailed the company to confirm that we would not be billed for the month of August, we were informed that the new end date for our contact was January 2015. We did not ask for our contract to be extended and were informed that the contract would end July 2013. We told them, in no uncertain terms, that this was unacceptable and we wanted our contract terminated. We were sent to an adviser from whom we have not heard a response from yet. We sent emails inquiry's last month (June 25th)and the only response we received was one asking for a signature so that the termination could be completed on their end. No one informed us that we had already been signed up for additional months. This is a wrongful practice and rather than acknowledging that and simply ending our contract this company feels they are in the right. The BBB should know about these practices as I believe they are criminal in nature.

Desired Settlement: We want our contract with this company terminated going forward and a refund of any funds this company has debited from our account. We believe an investigation should be launched into this company and it's practices because I can't imagine we are the only family to run into these problems.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ********, When we spoke on August 5, 2013 around 10:00 am MST, I let you know I found your request to cancel you sent in 2012 so your account would be cancelled at the end of your initial agreement, July 31, 2013. My records indicate that last payment we received from you was July 1st. If you see any payments taken out after that please let me know so I can refund them. Thank you, Consumer's Final Response /* (-5, 8, 2013/08/24) */ I am happy for the result that I have here regarding my account, but I only believe they complied because of the email they received from the BBB. I would watch to see other complaints arise. They were extremely unreasonable prior to my contact with the BBB and I do not believe they would have gracefully taken off the extension they put in our contract without your help.

8/23/2013 Problems with Product/Service
8/22/2013 Delivery Issues | Read Complaint Details
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Complaint: No response to actual alarm. System non-functional. No response to phone calls On June 26th 2013 the system was sold and put in to replace a system by Vivint. On 6/28/13 an actual alarm was activated to which my wife ******** and I were notified via text and email. My wife returned home and deactivated 12 minutes later. No police arrived. My wife inquired as to why no police were alerted to repond as that is the purpose of the contracted device. They replied that they were sorry, but they hadn't activated the system yet. Upon install, the technician performed several tests to ensure the system was active and indeed operational. Clearly it wasn't. On 7/09/13 zone sensor faults show on the panel which cannot be cleared. Thus, I cannot arm the system. On 7/10/13 I attempted to contact Northstar 3 times. On the 3rd attempt I remained on hold for 16 minutes. At the conclusion of the 16 minutes I chose the message option and informed them of my attorneys number and of their breach of contract and that I will contact my bank to stop any withdrawals by Northstar, or any affiliated companies they may be involved with.

Desired Settlement: I wish to peacefully part ways with Northstar with both parties agreeing that there is no longer any contract, nor claim of damages between said parties.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/22) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, When you first sign up with NorthStar Alarm it does take up to 24 hours for your account to be put on line, so when your alarm went off on June 26th your account was not online, this is the reason you were not contacted. However, I can assure you, your account is now online. I show on July 18th a representative from our technical support department contacted your wife to get the system fixed and she refused to troubleshoot or let us send a technician and requested we cancel the agreement. We understand it can be frustrating when your system doesn't work, however we would like the opportunity to fix your system to your satisfaction. We would be happy to credit you a month of monitoring for the trouble, as well as send a technician for no charge. Please either respond to this or call our technical support department to let us know when the best time is for the technician to contact you to schedule the appointment. Thank you, Consumer's Final Response /* (3000, 7, 2013/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The alarm was installed on the 26th. The alarm with no response was on the 28th. The documentation of this has been sent to NorthStar. That is 48 hours. Not 24. Complaint calls were made 3 times on July 10th 2013 when it was discovered the system still was NOT working! No calls were returned, though messages and emails were sent to NorthStar on July 10th. On the 18th of July a representative of NorthStar DID call my wife to ask if they can send a tech out. A full 8 days after our last call and a full TWO days after they received our return receipt, certified mail requesting we part ways peacefully due to our extreme displeasure with their failure on their part of a two party contract. An alarm service company that doesn't respond to a non functioning system without having a certified mail package sent to them, shouldn't be in the emergency response business! I am trying to be civil here. I understand things happen, and this may just be one of them, but I know you have not honored your contract with me. Yes, YOUR contract with me! On the 18th the representative who called reminded my wife multiple times that we signed an agreement. I'd like to remind you the NorthStar did as well! Whatever happened to cause NorthStar to drop the ball, happened. I wish you well in the future, but our contract is now considered null and void by me due to non performance on NorthStars end of this two party agreement/contract. Let's leave it at that, and part company. Northstar is free to pick up their equipment at my convenience as I notified them in my package of certified mail documentation. Business' Final Response /* (4000, 9, 2013/08/05) */ As I mentioned before, we would like to send a technician to your home to make sure your system is working as it should. I am also going to be giving you two months free, to apologize for the mix up. Please let me know when the best time is for our technician to contact you to schedule a time to come out and check over the system.

8/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: North Star Alarm claimed they bought out Monotronics alarm company and needed to install a new system, under false pretenses. On June 19th, 2013, my grandmother received a knock on the door from North Star Alarm Company claiming they bought out her current alarm system, Monotronics. They said they needed to install North Stars equipment since Monotronics would no longer be in business. My grandmother is an elderly 73 year old widow, living with chronic arthritic pain and thinking nothing of it let them in to do the installation. The whole time the equipment was being installed she said one young man was doing the installation while the other one was following her around her house, most likely distracting and confusing her from what was taking place. It wasn't until a few weeks later when she recieved bills from both alarm companies that she found out Monotronics was still in business and never bough by North Star Alarm. She in fact still has a two year contract left with Monotronics which makes her contract with North Star Alarm invalid. We have emailed North Star Alarm several times to give them our contract with Monotronics but they "claim" it was never received and refuse to cancel the contract. We have spoken to ****** ******* and ****** at North Star Alarm. Our customer number is XXXXXXXX.

Desired Settlement: All we are requesting is a refund of the $47 that was taken from my grandmothers account and the cancellation of the contract. We would also like North Star to remove their equipment and repair the wall damage from the installation.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I would like to apologize for any confusion about NorthStar Alarm taking over Monitronics. I would like to confirm this is not the case, NorthStar Alarm is not associated with Monitronics in anyway. We have a quality assurance process to ensure verbally that you, as the customer, understands what was 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, changing alarm companies 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. However, with that being said we still would like to help you in anyway. As you were told by ***** on July 19, 2013 we would be happy to help you pay off your old alarm company, all we need is a copy of your final invoice with them.

8/22/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I asked CSR about cancelling service at end of term and was told 30 days, North Star says it was 60 days, my cancellation notice sent 54 days. The Customer Service Representative *****, guided me what to put on my letter and informed me that if I submitted the letter 30 days prior to July 28, 2013 that my five (5) year contract would be terminated without being renewed. ***** had mentioned that my last payment would be taken out of my account in July which would include my monthly payment and half of April's payment since North Star Alarm Customer Service Representative had cancelled my automatic withdrawal payment for April and I would be able to split up the payment in two payments. Mr. ***** misinformed me and now I'm being scammed into a contract renewal that I was intending to cancel. I request to have the recording of the conversation I had with Mr. ****** It is not the customer's fault to be misinformed and mislead thinking that their contract will be terminated within the date given. In addition, I am very disappointed in how Mr. ***** (employee ID # ***** not only had the audacity but the nerve to be rude, raise his voice and he wouldn't allow me to speak, until I told him he was being rude to a customer. This is no manner in treating a customer North Star Alarm has had for five years and who has faithfully made the monthly payments. When I asked to speak to Mr. ******** supervisor/manager her refused, he said there was nobody I could talk to, but him, after many attempts of asking Mr. ***** for his supervisor/manager he said "they don't take calls." Mr. ***** rudely said he wasn't going to talk to me anymore because I wasn't listening to him and when I asked him a question he would not respond until I said "hello?". It wasn't a matter of not listening but I could not understand how such scam could have happened. Mr. ***** in many occasion told me that it was my fault my payment wasn't made, when he could have clearly known (by listening to the recording) that it was North Star Alarm that made the error by taking it upon themselves to cancel my automatic payment withdrawal. Mr. ***** should not be in charge of taking escalating calls if he does not know how to speak to customers. I know Mr. ******** behavior does not reflect the behavior of all the employees at North Star Alarm; however, Mr. ******** behavior says otherwise.

Desired Settlement: end renewal contract of 18 months

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. *****, I would first like to apologize for the way you were treated over the phone. When we spoke on August 7, I let you know we would cancel your account at the end of the month, August 31, 2013, and I show your account reflects that. Please let me know if there is anything else I can help you with. Thank you, Consumer's Final Response /* (2000, 7, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I have cancelled the service and they keep charging my account. I signed up for a 3 year contract. I have had them for 6 years and now when I want to cancel they tell me I have been enrolled in an annual contract automatically. No where does it say this on my contract.

Desired Settlement: I have been charge 34.95 two times after I have cnaceled. I have also paid for a stop payment in the amount of 30.00 due to their charges. I want a total of 109.90. My address was **** ** ************* drive Vancouver WA XXXXX.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/05) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, My records indicate you faxed your written request to cancel on June 21, 2013. It was reviewed and decided instead of holding you to the end of your current agreement, February of 2014; we would cancel your agreement 60 days after we received your cancellation request. Therefore, your account is set to cancel after we receive payment for your August 2013 invoice. Please let me know if you have any further questions.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Salesman conned 93 year old mother into signing contract for alarm equipment when she already had a system. She thought was upgrade on current system June 8 salesman ******* ****** came to my 93 year old mothers home, told her he could upgrade her current alarm system leading her to believe he was with her current alarm company. He then got her to sign a contract for 60 months at a higher rate. Installed new equipment and took old equipment. He even gave her $40 in cash to help pay her last bill. Shortly after that she realized what had happened and the new equipment was with Northstar. I called Northstar XXX-XXX-XXXX on June 27, spoke to ****** explained situation and that she still had 10 months on her current contract. He agreed to let her out of contract at no cost and even said she could keep the new equipment and have it reconfigured to old alarm company if they couldn't return her original key pad and asked that I send copies of her current contract. Did so by e-mail to *******@northstaralarm.com. I also reviewed what he had said earlier that day, no response. Emailed two more times, no response. Called ***** July 2, he was very rude, condescending and almost threatening, did a complete 180 on what he told me on June 27, said he refused to let her out of the contract. Wanted her to "be happy" with Northstar. He offered to buy out her other contract which she does not want. ***** refused to give me his last name, his extension number or to let me speak to a supervisor. So now mom has two systems. I have put a stop payment on any auto withdrawals from Northstar from her bank account. She may be 93, hard of hearing and on oxygen, but she is not dumb. The salesman took advantage of a senior citizen, confused her by using terms like "free upgrade", not removing her other system signs, using thet same brand of equipment etc. I have also filed a complaint with the Arizona Attorney General's Elder Affairs Program.

Desired Settlement: All we want is the Northstar contract cancelled. We want something in writing stating this. Then they can come pick up their equipment and their $40 and apologize to Mom!! It would be nice if they were not allowed to conduct businss with seniors without someone else present.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/18) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com It is an unfortunate situation that Ms. ***** feels she was 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 Ms. ***** experienced. There are four areas of quality assurance that I would like to mention. The first is the signed contract, attached, that Ms. ***** 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. 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 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. However, we do not want Ms. ***** to have to pay for two alarm companies so we would be happy to help her pay off her other alarm company. The paperwork you emailed us shows she paid Monitronics $27.95 a month and her current term ends March of 2014. We could either credit her NorthStar Alarm account $279.50 or send her a check for $279.50. Please let me know what option she would prefer. Consumer's Final Response /* (2000, 20, 2013/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept because it is the right thing for Northstar to do. Your technician can call me at XXX-XXX-XXXX to make an appointment to remove your equipment from my mother's house. Business' Final Response /* (1000, 18, 2013/08/15) */ We want to reach a resolution with the customer and are willing to do what we can do to this. I have been working with ********* daughter, *****, over the phone and was under the impression everything was taken care of and ****** was happy. However, from the response you received from *********, my understanding was wrong. Therefore, we cancel this agreement for no penalty and we will send a technician to ******** home to remove the equipment. Please let me know if you need anything else from me. Thank you, -******* *******

8/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I notified Northstar that their service no longer worked in my home. They told me my contract expired in July 2013. They will not discontinue billing. I provided verbal notification of my intent to discontinue services with one year left in the contract. I was told I would have to buy out the contract or could continue paying until the contract ended in July of 2013. I called July 24th to reaffirm the cancellation and was told that because the notification was not in writing that I was automatically renewed for an additional 18 months. I feel that Northstar has engaged in deceptive practice. They are aware that the alarm is not functioning and has not functioned for over a year.

Desired Settlement: Termination

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, As I am sure you understand, the agreement states we have to receive written request to cancel your account at least sixty days before the end of any initial or renewal term. My records indicate we have not received anything from you in writing as of this point; therefore we haven't had the opportunity to review your request. If we would have received your written request we would have reviewed your account and saw that you had called in the past about upgrading your system because you were getting rid of your lane line, and would have cancelled your agreement. With this being said we have accepted this as your written request and have cancelled your agreement. Consumer's Final Response /* (-5, 8, 2013/08/12) */ I had spoken with a customer service representative named ********* (he refused to give further identification) and was told no further consideration would be given. I believe that it is only because of your and my lawyer's involvement that this case has been resolved. While I am satisfied with the resolution of my situation. I don't believe other customers are informed or have the warewithal to pursue the avenues that were needed to reach this conclusion. Thank You

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted a cancellation and they are trying to put me in a "renewal period" for 18 months - they did not ask me if I wanted to be in that I submitted a cancellation on March 23, 2013 - they wanted a 60 day cancellation - my original contract was over on June 2, 2013. I called today - 7/17/13 to find out if my cancellation has been processed and the person on the phone told me that I was in a "Renewal Period" - 18 months more. I did not authorize nor do I want their service any longer. It seems every time I call, I get different information. The equipment is junk and I have fulfilled my original contract. I no longer want their service. I feel like I am being railroaded into the renewal. No one has EVER contacted me about any kind of renewal. I am not paying $1 more to them.

Desired Settlement: I want Northstar to cancel my contract and stop charging my credit card.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/05) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, I show your account with NorthStar Alarm has been cancelled as you requested. Please let me know if there is anything else I can assist you with. Consumer's Final Response /* (2000, 9, 2013/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Technician who installed the system could not how me how to use it. Phone calls to the company were ignored. System was also not functioning properly. Salesmen came to my door to sell me an alarm system supposedly better than my current system. The technician who installed it told me he didn't know how to explain the operation of it to me and that I should call the company. A neighbor tried to show me how to operate the system. It started alarming and said there was movement in the living room; there was no one in the living room. It also said there was a broken kitchen window. No window was broken. I called the customer support and spoke to a man named ****. He said he would "get on it." He called corporate and we had a conference call. I was promised a phone call at 8:30 am, Tuesday, June 18. It is now Monday, June 24 and no one has ever called me or come to my home to show me how to use the service. I have since cancelled the service and stopped payment at my bank. I was within my 72 hour right of recision. My local BBB suggested I make a complaint to you since this company is based in Utah. Thank you for your help. ******* ** ******

Desired Settlement: If the company was able to pull $42.69 from my checking account before I stopped future payments, I would like that refunded.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, My records show your account with NorthStar Alarm has been cancelled and the system has been pulled from your home. If that is not correct please let me know. I also show we never collected money, so no money will be refunded.

7/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Northstar lied about cancellation date. We called Northstar Alarm Services to inquire about our cancellation date on our alarm; ***** told us we needed to send in a registered letter by August to cancel the contract by the cancellation date of October 2013. We call today and they've ALREADY RENEWED OUR CONTRACT! They (****) said we were supposed to write the letter by JUNE for an AUGUST cancellation date! They charged us an additional six months for monitoring service for a house they KNOW we will not be residing in! They have on file where we TOLD THEM we were moving to Fort Mill, so we have proof we spoke to them earlier. This place is a scam. We would like the contract cancelled IN OCTOBER as we were originally informed! The contract should be cancelled at that date!

Desired Settlement: I want the contract terminated on the date we were originally informed of, October of 2013. We want the renewal to be CANCELLED.

Business Response: Initial Business Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Mr. ******, I have reviewed your account and show we haven't received your written authorization request to cancel your account. However, I can accept this as your authorization request and your account will be cancelled at the end of your initial term, July 15, 2013. Please let me know if you have any other questions.

7/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Continued to collect from bank after 3 letters and phone calls ending the service. In OIcxtober I called North star services and told them that the equipoment was not working, that my contract was up and that I no longer wished to pay for it. Subseqyently I mailed two notices, the last one in May stating the same information, yet they have conatinued to collect $30.80 monthly, most recently 6/18/13 from my bank aqccount, despite my receiving no services and asking them to stop collecting. I am goping down to the bank and issuing a stop payment order on any further attempts to collect.

Desired Settlement: Refund of all payments since Octgober in the amount of $277.20

Business Response: Business' Initial Response /* (1000, 5, 2013/07/03) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *******, My records show we spoke with you April 9, 2012 about upgrading your system for no charge because it was not working. We sent you paper work to sign to upgrade and never received it back. On October 22, 2012 we spoke with you again about upgrading your account and mailed you paperwork again, to do the upgrade and to credit you 6 months. To this date we have not heard back from you. I also show we received your notice of cancellation in October of 2012, so your account is set to cancel at the end of the current term, July 15, 2013. We still would be willing to upgrade your equipment as talked about in the past. Consumer's Final Response /* (2000, 11, 2013/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just want to get this over and done with. I have been without their services for a long time and haven't missed them. Business' Final Response /* (4000, 9, 2013/07/18) */ The original agreement, included, states, "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, the end of your current term is July 15, 2013. However, we would still be happy to upgrade your account and credit you 6 months of monitoring as stated before.

7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misleading information/contract parameters. I contacted Northstar alarms Service to cancel services, and was not told the truth about my contract initially. On June 1, 2008 I entered into a contract for alarm services with Northstar alarm services,at the end of the term, I contacted them, and was told my contract was not over, and that it had extended another 18 months for 45$ monthly. Initially when I was contacted by the salesman in 2008 I was told that I would have to notify the company within 60 days of the contract ending this was again echoed in 3/2013. So in 5/2013 I did just so to find that this information was incorrect. I went to find my original contract, When I did find it, I saw my contract had ended was to end at the end of 6/2013, and that the contract had entered a renewal phase, of 18 months; however I believe that had I not mislead by the employee I spoke to on the phone 3/2013, none of this should have transpired. I believe this company to be deceptive, in how they deal with their cancellations. I believe their staff to be misleading with inconsistent information, and led me with mal intent, and that I should be able to cancel my contract at any time after the initial fulfillment of the contract which was 5 years. I believe that a company a person trusts with security should be trustworthy more so than in other industries, and not a company that provides negligent customer service. It pains me that I ever allowed this relationship to begin especially after I have been a customer for 5 years! I called the staff to see the reason for the continuing contract and was told that they could have cancelled( after I sent them a request in writing which they received after I faxed it three times on three different days with a verification it was sent successfully) but will not and that it will run until 2015. I abhor with all my being that I ever decided to give this company a chance. I am an employee of the office of the governor for my state and believe me I will not rest until the regulator, authorities and consumers across this state have a clear understanding of the business practices of this company.

Desired Settlement: Cancel the renewed contract

Business Response: Business' Initial Response /* (1000, 5, 2013/07/18) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. *****, I have reviewed your account and see your cancellation authorization was sent 10 days late. However, we understand you called in March; therefore we will cancel your agreement July 31, 2013. Please let me know if you have any other questions for me. Consumer's Final Response /* (2000, 7, 2013/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am moving and the company does not service my new address, but will not cancel agreement. Paying for services not rendured. I signed a 5 year contract with a North Star sales rep who came to my door. I specifically asked what would happen if I had to move. He stated that is was no problem and that they would move the system and I could continue service. There were no caveats made. The contract language only speaks vaguely to where their service area is and does not define it. I am now being relocated with my company to Florida and North Star states that they do not provide service to Florida. I have provided my relocation information and have spoken to them about the issues. I stated the fact that how could they charge me for a service they will not be providing. The rep stated it was in the contract that I am responsible for 5 years regardless of reasons. I asked what happened if I lost my house or sold it and had nothing to monitor and he said again that it was too bad that I would still owe for the service even though I was not getting anything from it. I further went on to state that the contract made no mention of Florida as a state that was not serviced and the rep agreed. How can they continue to bill for a service that is not being provided with no option to cancel in special circumstances or with proper notification. I spoke with an agent named Bryce today. My wife spoke with several other agents previously and has been trying to call them and work with them for over a month. The charge is $54.99/month. I just searched the internet for complaints and other customer stories are very similar to mine and it appears as if this is a consistent practice of North Star. Have the sales person tell you whatever they want, be very poor on the customer service side of the house, and drag their feet or refuse to cancel regardless of the situation.

Desired Settlement: I simply want to cancel my service given the fact that I am not going to be able to use the service in Florida. I would transfer the system and service if it was available to me.

Business Response: Initial Business Response /* (1000, 5, 2013/06/20) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. *****, The service is transferable as long as it is within NorthStar's service area. It is not possible for us to monitor or service accounts where we are not licensed to do business. The service area can be found on our website: http://www.northstaralarm.com/index.php?p=Locations We also have the option to transfer services to the new homeowner at your previous residence. Please provide that individuals contact information and I will have someone reach out to them right away. If you have any friends or family members we would also be able to transfer services to them by moving the system and having them sign an agreement for the remaining balance of your agreement. Final Consumer Response /* (3000, 7, 2013/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response specifically speaks to my issue. They do not service in FL and this is where I am moving. How can they can consider it a good practice to change me for service they can not provide. Typical service commerce is a payment for a service provided. No service, no payment, but they are not offering this as an option. I woudl like to exit my contract as I have paid on time and consistently while I lived in the service zone and would have transferred service to my new home, but they can not provide service. This is not my fault so once service is no longer available I do not feel I should have to continue to pay for nothing. Final Business Response /* (4000, 9, 2013/06/27) */ Ms. *****, We understand you moved out of our service area, hence the reason we offer the option to transfer services to the new homeowner at your previous residence. Please provide that individuals contact information and I will have someone reach out to them right away. If you have any friends or family members we would also be able to transfer services to them by moving the system and having them sign an agreement for the remaining balance of your agreement.

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company will not cancel contract and auto-renewed contract for an additional 18 months. I do not want their service. I requested on 6/2/2013 via FAX and via certified mail to cancel my contract for services with Northstar effective 6/14/2013 (which is 60 months from the date of the Alarm Monitoring Agreement). The initial term of the service agreement was for 60 months. The company is now stating that the agreement renewed automatically for another 18 months and i need to keep paying until December 2014. I do not want their service! I do not want to pay 39.99 for another 18 months. I have been patiently waiting 5 years to be out of this contract and do not feel it is justified or fair to suffer another 18 months with this company. When I called for service issues regarding my battery for the system it took them repeated call and almost two weeks for them to call me back. This is unacceptable. I reject their auto-renewal of this contract. I have read other reviews of this company and feel that they are a disreputable company that i do not want to conduct business with. I also plan to file additional complaints with the States Attorney General office until they stop charging me for a service I clearly do not want and they fail to provide.

Desired Settlement: I just want Northstar to cancel my agreement and not renew another coverage contract for another 18 months. They should also not take out any additional automatic drafts.

Business Response: Initial Business Response /* (1000, 7, 2013/06/27) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. **********, I have reviewed your account and I show on May 28, 2013 we talked to you about upgrading your equipment and we were just waiting for you to sign the paperwork we sent you. Looking through all the notes on your account I do not show you calling about any problems in the past, that we were not able to rectify. Was there a reason you wanted to cancel and not upgrade as originally agreed to? I would be happy to help you in anyway possible.

7/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sales rep told me he worked for Honeywell and that they were going to upgrade my system for free. He said ADT would still be monitoring my system. On May 20 ***** **** a sales rep for Northstaralarm came to my door and told me he was a rep for Honeywell and that they were going to upgrade my system for free and that ADT was still going to be monitoring my alarm. I got billed by Northstaralarm and ADT on the same day. I found out that it would cost me $480 to cancel ADT. I canceled Northstar which is what Northstar told me to do when I explained this to them. I have been told by ***** **** and a supervisor that he wood pay me to have my ADT reinstalled .Since then I have been told that he was coming over to pay me and he never showed up. After that I've been told three times that he was going to call me and he never did.

Desired Settlement: The amount it cost me to have ADT reinstall my system $99.00.

Business Response: Initial Business Response /* (1000, 5, 2013/06/27) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Mr. ******, My records show on June 19, 2013 we received a call from you informing us you received a check from ***** **** for $100. If that is not correct please let me know.

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled my service in a timely manner and they are claiming I did not give 60 days notice to cancel and renewed my contract for 18 more months. In December 2012 another compnay fraudulently presented themselves as Northstar with one man even wearing an Northstar jacket stating they wudl upgrade our equipment. We signed on for 36 months of service thinking we were renewing our Nortstar contract when in fact we were signing for a different company. Upon our first bill, we called Northstar at the start of February to inquire what to do to cancel and infromed them of what happened to us. I talked to the rep extensively about our situation. He stated to send a letter to Northstar canceling our service. I sent a letter March 1st. Upon realizing in April that the letter had not arrived I emailed Northstar, attached a copy fo the word document and a pdf of the signed copy fo the letter I sent in March. I was just billed for June and when I called they told me they did not get my cancellation notice in a timely manner and that I was renewed for another 18 months. I feel I did what I was told and they are bein fraudulent. I have even stood up for their company by alerting my HOA and people at my work as to what happened to us so they do not do it again. The company who conned us is Elevate using monotronics monitoring. Northstar has provided us great service over the years and we were planning to change back to them at the conclusion of this mess with the new company, so it is very disaapointing they are trying to get 18 more months out of us. They called me in late APril/early May and left a message to talk to me about the misrepresntation further but to be honest my father in law was dying - he did pass away, and I did not want to talk about how I was taken advantage of. I assumed the cancellation was final. I have talked to them several times. They now are stating they will review my case again. I do not want this to go any longer and I want it canceled without penalty. I have already paid one extra month(6/4/13), please help me. I feel I have done everything I need to. It is unfortunate as they have provided us good service for the last 5 years and now I cannot seem to cancel their contract. they have auto renewed for the last five years and it seems now that I want to cancel they are unwilling. All of their people on the phone have been very nice just not willing or able to assist me.

Desired Settlement: I would like a cancelation of the contract. In other words a cancelation of the renewal they just instated days ago by claiming I did not notify them in a timely manner. I do not want a contract with them for 44.29 for naother 18 months. Tellng me the other compnay would do the same to me is not a good enough answer. I notified them and called them in plenty of time telling them I needed to cancel. I called in february, I sent a letter in March, then I sent an email with an attached letter in April. I then responded to their email in April thanking them for their time. Again, I want a cancelation of the contract they renewed days ago as I thought they canceled it.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/24) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Dear Ms. ******, We are aware of fraudulent activity going on in your area of NorthStar Alarm customers being illegally solicited by Elevate. I would be happy to help you cancel your agreement with Elevate with no penalty and get your NorthStar Alarm system upgraded and running as it should. Please contact me either by email, ***************@northstaralarm.com, or phone, (XXX) XXX-XXXX extension **** so I can help you with this. I am in the office from 7:00am to 3:00pm, Mountain Time, Monday through Friday.

7/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My alarm service was slammed. The sales rep misrepresented himself as a worker for the alarm service we already had stating that our equipment needed to be updated. I continue to ask if we would continue to have the same alarm company and he said yes. I stated to him I was not feeling well from breast cancer. He caught me off guard. He continued with his sales pitch. I found out later that he was changing my alarm service. I know I should have called to check on him from my alarm service, Protection One. It took the installer about 3 hours or more to install their equipment and was not very neat with the installation nor was the clean up very neat. Their equipment was not easy to understand or use. I called Protection One the next day, told them what had happened and they helped me to get my alarm re-installed with them. North Star said they would return my money, $54.11, into my bank. It has been 3 weeks now and I still have not received my money nor have they picked up their equipment. I found out the rep from North Star had gone to many houses in my community with the same sales pitch. Some signed up with them who were caught off guard as I was. Some I talked to said they did not fall for the false statement. The equipment installed was Honeywell Lynx Touch L5100 Series. IC Model:LYNXTouch 2 Serial No. XXXXXXXX. I can't for the life of me find the original sales agreement. One other thing. The sales rep ask me to make sure I not tell anyone in my neighborhood the amount he was giving us cause he was giving us such a great deal. When he completed the contract we were going to pay much more with this company than our original company. I have called the company twice to get my money back and still they have not made the return of the money.

Desired Settlement: Just want them to pick up their equipment and return my money. We are senior citizen living on retirement income and need all our money.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/20) */ Contact Name and Title: ******* *******-Customer Care Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***************@northstaralarm.com Ms. *****, I would like to apologize for any misunderstanding with your sales person. My records indicate our technician picked up the equipment from your home and on June 12, 2013 we refunded $54.11 to your checking account ending in 0997. If you have not received that refund please let me know.

7/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Northstar alarms Service to cancel services, and was not told the truth about my contract. On October 1, 2008 I entered into a contract for alarm services with Northstar alarm services,at the end of the term, I contacted them, and was told my contract was not over, it took me sometime to find my original contract. When I did find it, I saw my contract had ended October of 2011, and that the contract had entered a renewal phase, of 18 months; however I believe that had I not mislead by the employee I spoke to on the phone, none of this should have transpired. I believe this company to be deceptive, with how they deal with their cancellations. I believe their employee mislead me with intent, and that I should be able to cancel my contract at any time after the fulfillment of the initial contract. I believe that a company that a person trust with their security should be trustworthy above other companies, and not a company that turns around and practices trickery. I believe they sent someone to our home, and gave that person our telephone number in order to trick us in doing another contract, I told this person I was not interested, only to find out that the person had contacted my elderly father by phone to gain access to upgrade the system. I hate it with all my heart that I ever decided to trust these persons with anything, because I have found out the hard way they are not trustworthy by a longshot

Desired Settlement: cancellation of my services

Business Response: Business' Initial Response /* (1000, 5, 2013/06/27) */ 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 misunderstanding and ensure you it was never our intent to mislead you. After reviewing your account, we will agree to cancel your agreement today, with no penalty. Please let me know if you have further questions for me. Consumer's Final Response /* (2000, 7, 2013/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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