Complaints

This profile includes complaints for NorthStar Alarm Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NorthStar Alarm Services, LLC

  545 E University Pkwy Ste 500 Orem, UT 84097-7831

• 

  NorthStar Alarm Services, LLC

  3333 N Digital Dr , Suite 230 Lehi, UT 84043

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my home and moved in January 2022 due to losing my job after COVID. Contacted the Security Provider to inform them and cancel services. Was told to submit a statement and that I could break contract and pay $200 fee. I sent in information twice, and asked about submitting payment, then when I continued to be charged, which I my account was setup for auto pay I contacted the company and was told that I could not get out of my contract because I did not have a new address to send them, because I was temporarily staying with relatives. I explained to them what I was told before and notified them, but was then told I could only get out of the contract if I could submit a lease, which I did not have. 10 months later, I am still receiving collection calls and notices and the bill has gone over well past $1000 and the attempts have not stop and this is infecting my credit.

  Business Response

  Date: 10/11/2022

  Ms. *******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that our agents reviewed all move options with you when you contacted us in January 2022. We requested a signed lease stating that the alarm system could not be moved to your new residence. Because that documentation has not been provided, we cannot process the cancellation. Should you wish to cancel, you are responsible for the remaining contract balance. 
  
  
  Please contact our billing department to make payment arrangements. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

   

  How is it possible to submit a signed lease when I informed you all on multiple occasions that I had lost my job, and home and was staying with a relative?. So that's to say I'm being penalized basically for experiencing the same hardships many have experienced due to the Pandemic by being nearly homeless and having to live with other people until I find employment again.  

   

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

  Business Response

  Date: 10/12/2022

  Ms. *******, 
  
  
  
  We understand that life happens and are more than willing to help. We offer billing holds during financial hardships and are happy to work with you to arrange that. However, as you signed a contract, you are still responsible for that contract. Please contact our customer care advocates for further information regarding setting up a billing hold. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had alarm with these people for 2 years. I was selling my home and wrote in letter for cancellation. They refused to cancel apparently. I own a business and have a bookeeper and do not watch my own account. I just happen to be in my bank searching out a specific transaction and noticed that they have been charging me for more than 2 years now.
  
  I called customer service they put me threw the ringer for about hr. Finally I got someone who I thought could help. They wanted me to write up a new cancellation letter and send it in. They refuse to refund for their mistake. I get that its been 27 months but why or how would my bookeeper know that It was not for a current home alarm. I am very frustated and want resolution.

  Business Response

  Date: 10/11/2022

  Mr. ******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that on 10/02/2020, our agents contacted you via email and phone regarding your moving. However, we were unable to get a hold of you. We did not receive word from you again until 10/10/2022 regarding your account. Our agents explained that we had not received your cancellation notice, so your account was renewed. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $375.00. Once payment has been completed, the account will close, effective immediately. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please cancel contract service been horrible from day 1 . I have ask them to come remove their equipment. Northstar refuse and they try to charge me cancellation fee. They turn service on and off when they get ready service been nightmare since started dealing with them. They my payments then they states I still owe them. Northstar stated I need to send my banking information before it can be proving I dont owe them. I have been begging to get out of this contract. Northstar refuse to let me out. Very dissatisfied. Thanks

  Business Response

  Date: 10/05/2022

  Hi, we only do work in the ******* ******* area.   This is not our client.  They are likely looking for Northstar alarm in *****, **.

   

  Business Response

  Date: 10/11/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you signed a 60-month contract on 6/18/2018. You stated in your complaint that the service has not been functioning, and we have not provided resolve. I show you notified us on 8/4/2020 for the first time regarding system issues. You explained that you were experiencing issues with your cameras. Our tech support agent was able to speak with you and resolve the issues over the phone. 
  
  
  Additionally, I show you signed an addendum that included upgraded equipment on 8/10/2021. I show that our service technician visited your home on 8/21/21 for the installation, and a second trip was made on 10/19/2021. On 1/11/2022, another service trip was completed to replace and adjust cameras. I also show us sending additional equipment to boost the camera capability. 
  
  
  I show no other issues being reported that need resolved. We are always more than happy to schedule a service technician to your home to resolve any service issues you are experiencing. 
  
  
  Should you wish to cancel your account, you will be responsible for an early termination fee. Please speak with our billing department to make payment. 
  
  
  Best, 
  NorthStar Home 
  
  

  Customer Answer

  Date: 10/11/2022

  Im not satisfied with their response.  Tuesday October 4,2022 8:18pm. Attempt to make payment for September services to NorthStar. Representative stated I owe $187.63 dollars which is 2 months. I informed representative no I owe September payment which is around $88.00 dollars. I attempted to explain to representative she wrong. Im looking at bank statements what funds are paid for the month. Representative stated payment was reversed. I ask by whom because on my end its show paid. Again I ask for a supervisor or manager I didnt get nor. Instead representative hung phone up. I called back again wasnt able to speak with anyone. I have tried speaking with Northstar on Friday October 7,2022 . 7:14 pm representative had called about payment. Could not hear. Called dropped. I again called back 7:15pm left on hold 2 minutes called dropped. Called back 7:16pm left on hold 2 minutes again. Called dropped.  Called back 7:18pm left on hold again called dropped. Called back request to speak with a supervisor was left on hold 25 minutes supervisor nor manager answered the call. Saturday October 8,2022 called 12:22 pm again called dropped. Called back 12:24pm representative answer made payment she stated up to date. Just need October payment when come due on October 18,2022. I still havent been able to reach supervisor nor management as of today Tuesday October 11,2022. Thanks 

  Business Response

  Date: 10/12/2022

  ****************, 
  
  
  I show on 10/4/2022, you called in regarding a past-due notification. Our agent explained that the payment was rejected and did not process. The agent asked for a bank statement should it show otherwise on your end for verification, to which you refused. Our agent explained that payment would be due without documentation showing that it went through. 
  
  
  10/7/2022 I show you did call in several times but experience phone service issues. However, I see that a call went through, and you spoke with an agent. Our agent advised again that the payment was rejected and no supporting documentation had been sent in therefore, payment was due.
  
  
  I show you the completed payment, and your account is now showing current. 
  
  
  You will be responsible for an early termination fee if you wish to cancel your account. Please speak with our billing department to make payment. 
  
  
  
  
  Best, 
  NorthStar Home 
  
  

  Customer Answer

  Date: 10/12/2022

  Please whom ever this may concern. Northstar agent could not explain why payment was rejected because payment was not rejected due the matter . Northstar tried process payment for $188.00 dollars which was not due. $87.63  was due which at time I trying to call in. With that been said Northstar agent could explain why they was trying to process more than they shall. Now again with that been said. Yes I requested to terminate service because Northstar service functions when it gets ready. When calling in my concerns. Northstar agent must train to you to check this you check that in other words internet service or cameras. When they know they are controlling everything. All I ask is honesty . Are turning service on or off at their convenience. Yes once upon a time agent representative or who tell me I can terminate contract at cost of $5,000.00 dollars no payment plan. Northstar want payment paid in full. Now if I can have early termination payment plan. By all means Northstar can have their service because it really does me no good. They are going function their service how they want. Problem Northstar sales dream security system but system really been nightmare. Thanks 
  
  

  MarshallAskins

  Customer Answer

  Date: 10/14/2022

  As I said. I believe 100% you guys turn service on/off when you get ready. Second of all Im dont plan to go back and forth about this issue . Yesterday you guys stated my **** is current. Now you are stating you need proof I paid. This is what Im speaking about. You guys must have scripts you read from because you continue to practice your same line time after time. Again as I stated I dont mind paying early termination fee as long as I have a payment plan. Other than that its what it is. You all tell me what you want to do. Your service not working anyway.

  
  
  

  MarshallAskins

  Business Response

  Date: 10/14/2022

  ****************, 
  
  
  Our agents do not have access to see why the payment was rejected; that is purely communication from one bank to another in process. As such that is why we requested documentation. Once that documentation is provided, showing it has gone through on your end, we will be happy to credit it. However, you have refused. 
  
  
  Furthermore, NorthStar provides a 24/7 operational service, we do not turn customer ******************** "on and off." When diagnosing issues over the phone, we ask customers to test their panel and internet to determine if a service technician is needed or if resolve can be found over the phone. 
  
  
  You will be responsible for an early termination fee if you wish to cancel your account. Please speak with our billing department to make payment. 
  
  
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Northstar is claiming we had an account with them in 2022 and asking for payment for services we never used. We had northstar in 2016 and canceled with them in 2018 and paid off the equipment. We moved from the house we used the system in 2020. Were now being hassled by the company to pay for services from October 2021 to present. The argument is that we never signed a cancellation contract. However, when asked to show us the initial service contract I signed in 2016, I constantly get the runaround and told that per my service contract I will sign a cancellation contract. Now the company is threatening to send us to a collection agency for lack of payment for a service we dont have, that was provided in a house we dont live in, and was paid off in 2018.

  Business Response

  Date: 10/10/2022

  ************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. The account has been canceled effective immediately, and all financial obligations waived. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account needs to be canceled. I made North Star aware one year ago that I had already purchased another home monitoring services and because I was told by the initial sales man, cancellation is simple! I called to pay the early termination fee believing I only had 6 months left on my contract. I found out it was a 3.5 year contract. I was not aware of this but understand I fell for the salesman tactic and thats my error. I continued to pay the additional year and called today to cancel just to find out I auto renewed for another 18 months. I was not told this would be happening. This company uses deceptive tactics to stay in business and should be shut down. It was my understanding from the initial salesperson that this would go month to month as I shared I had a difficult time canceling another home monitoring system previously and never wanted to go through the hassle again. This company makes the other company look like a shining star in comparison. I had to jump through hoops but at least I was able to cancel with only paying an additional couple months, but this is another 18 months, is completely unacceptable! I feel lied to, cheated and am in complete awe that companies are able to do business like this! When I called today, the account manager said in a joking manner, almost laughing, well I have some bad news for you and then told me about the auto renewal.. its as if he was celebrating his success by scamming another consumer who has been a great paying customer for the past 3.5 years. I have referred this company to clients of mine and now will scream from the roof tops the exact opposite.

  Business Response

  Date: 10/10/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that a complaint was received from the attorney general. At this time, all responses will be facilitated through the AG's office. 
  
  
  Best, 
  Northstar Home 

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract not aware of the requirements needed for the equipment to be installed. I do not currently have an electrical source in my garage and the camera was not installed. I am being charged an additional $10 a month for equipment that I could not use. I have contact the company on 3 separate occasions and all they will do is leave a message for ************ the account manager that provided me the agreement. I left a message on August 12,2022 when it was brought to my attention They would not be able to install the 2way camera. I left a message for him again on 8/15/23 and I believe once in September unfortunately I do not have that date. I am only trying to either have the additional $10 a month removed so I am paying for what they are actually monitoring. And to be reimbursed for the months I have been charged the additional $10. Or to end the contract without any additional fees.

  Business Response

  Date: 10/10/2022

  ********************, 
  
  I write in response to your recently filed complaint and have reviewed your account. We are sorry that the selected equipment cannot be installed; we understand the frustration. We are happy to review the situation and offer different equipment at the same point value. The account manager will need to do that review. However, we have authorized a 2-month credit for the account for the inconvenience you have experienced. 
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start by saying that I have had NorthStar Alarm since 2014 when I purchased my home. So it makes this case that much worse because I've been a long standing customer with them and still, there is no help with this situation.
  
  My business partner and I added three NorthStar Alarm security systems to our rental properties that we used for AirBnB's back in 2018. When the pandemic hit, we were forced to leave the AirBnB business and other tenants took over the leases when our leases were up. NorthStar explained that we were in a five year contract and that the only way to get out of it was to transfer the service to the new tenants.
  
  We lucked out with one who got the service transferred over but to no avail, there was no luck with the other two. Since 2020 we have been paying for two systems that are not being used. This is TERRIBLY frustrating. Either we risk our credit negatively being affected, continue to pay for something we don't use at a place we no longer have ANY affiliation with OR we pay an obscene charge to break the contract. This is simply ridiculous.
  
  We have called several times. Initially they put us on a billing pause for six months but I'm not sure what that does but prolong the inevitable; that we'd have to start back paying. This is the most unreasonable thing I have ever heard. NorthStar needs to update their contract or give some grace for people who will no longer be occupying residences where services were previously.
  
  I wonder if any other people who have provided complaints here would like to get together and take this issue to court so that we could respectfully be let out of our contracts. I recently was given the email to their formal complaints department and I still have not heard back form them two weeks later.

  Business Response

  Date: 10/10/2022

  Ms. *****, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you signed a 60-month contract and therefore are responsible for the remaining contract balance. If you wish to cancel early, the contract balance will be due. We understand that life happens and offer several solutions, such as billing holds, to help during financially hard times. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having issues cancelling my contract. Sent a check for ****** which was received by their office on September 16th. Spoke with a rude customer service agent today who stated that it has not been applied to my account. My security system has been out for months and they have no problem charging for a system that does not work. I need this to be resolved!! This company is a scam.

  Business Response

  Date: 10/07/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show we have not received your early termination fee check. Please verify with your bank if it has been cashed. If not, please resubmit a check to the address below or call in to pay over the phone. Once payment has been received, the account will cancel. 
  
  
  NORTHSTAR ALARM SERVICES
  BILLING DEPT
  545 *****************
  STE 500
  ****, ** 84097
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18147943
  
  I am rejecting this response because:
  USPS Tracking **** **** **** **** **** 63 shows it was delivered to *************************************************************** on 9-16-22 @ 3:38 pm.  Someone at that business received my check.  This is negligence and poor customer service.  
  

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

  Business Response

  Date: 10/10/2022

  **************, 
  
  
  Please verify with your bank if it has been cashed. If not, please resubmit a check to the address below or call in to pay over the phone. Once payment has been received, the account will cancel. 
  
  
  NORTHSTAR ALARM SERVICES
  BILLING DEPT
  545 *****************
  STE 500
  ****, ** 84097
  
  
  Best, 
  NorthStar Home