NorthStar Alarm Services, LLC

If you are under contract with this company and wish to ever cancel their service make sure to send a picture of a written statement saying you wish to cancel WAAAAYYYYYY in advance of you contract end date. They say 60 days in advance. I sent mine 50 days in advance (yes, I know that isn't 60 days). I figured, okay I was a bit late, I'll have to pay for an extra month. No big deal. BUT, NOOOO. My contract auto extended another 18 months. Yes, that's right, 18 months! I called after paying 2 extra months and that's when I found out. No messages, emails, calls, etc. There was no help from them other than to pay out my "New" extended contract with a 10% discount. Asked to speak to their manager, they said they were the manager. Asked if there was anyone above them I could speak to. Apparently there isn't anyone there above a manager...Really!?!

So, my experience and advice. Be really careful what you just sign as they go as fast as possible over your contract. If cancelling, cancel WWWAAAAAYYYY in advance. They say mine is to cancel in Feb 2023 now due to the paper I sent 50 days vice 60 in advance.

Dear Ms***,In the last few days a few of our team members were able to discuss with you the payment and technical issuesNorthStar will remove the past due balance and correct the monthly service rate to the correct valuePlease allow a few days to reflect on your accountAlso our technical support team was able to get your system working again according to our recordsWe thank you for allowing us to make this rightThank you for being a NorthStar customer.SincerelyNorthStar

Ms [redacted] , We are sorry to hear that there has been some confusion regarding your request for the cancellation of your service with NorthStarWe were able to review the account in regards to the discount offer that was made regarding an extension on your account as well as the details of your original agreement with NorthStarYou spoke with Conor one of our account managers recently regarding your service and he was able to approve lowering your rate down to $as part of a month extension on the accountThe new agreement was emailed over to you to verify and sign if everything looked correctI am not showing that has been signed yet so it would not be applied to your accountIf you are not wanting to complete the extension and are just wanting to have your account cancelled currently we are showing that your original agreement started in July of and was for monthsThat would put the end of the agreement in July of We would be happy to set your account to cancel automatically at that time as long as the payments on the account are current and there is no past due balanceIf you are wanting to have the service and account cancelled immediately we are showing that you would be responsible for the early termination fee on the account which is currently $ If you agree to make a onetime payment of $then the account would be cancelled at that time and you would be under no further obligation to NorthStarWarm Regards, NorthStar Alarm LLC,

Mr [redacted] ,NorthStar is sorry to hear that you are not happy with your serviceWe have reviewed the monitoring history and have provided an attached copy on two separate occasions dated 6/1/and 10/13/Let me please describe how the process works1- Once an alarm is tripped the signal is sent to the monitoring station.2- The monitoring station begins a listen in or "listen to follow" of the premise in the event of a struggleThis step begins within 5-secondsIf there is a struggle or distress then the authorities will be dispatched.3- The monitoring station will then begin a two way communication through the panel, if there is no response the agent will call the phone numbers on file.4-Once the account owner is on the phone they verify the passcode and verify the alarm, and send the authorities if necessaryNorthStar feels that the monitoring process is working as promisedWe hope the explanation will help you understand the process does take time, and is being handled sufficientlyNorthStar would like to thank you for your continued businessSincerelyNorthStar Alarm

[redacted] , I am sorry to hear about the issues you have had in relation to your account and the monitoring of your system with NorthStar Alarm I was able to review your account in regards to the dispatching of the police when you did have a break in I am showing that our monitoring stations data logs show that the police were contacted within a few minutes and we made a request to be dispatched out to your home Unfortunately we do not have any further influence on how immediately they respond to a request to dispatch I am showing that we did get information back about what they found at the home in regards to the break in so they did go out to the home I am also showing that we do have the correct police department on file to contact in the event of an alarm We do not determine that information but we do work with the city in order to get the correct contact numbers in relation to your address If you make a claim with your insurance in regards to the theft and send us a copy of that NorthStar will reimburse a portion of thatYou can either mail that into us or email us a copy at [redacted] @northstaralarm.com for us to reviewIf you have any other questions or concerns please feel free to let me know and I would be happy to further assist you Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me A Technician will call me within the next two business days to make an appointment to have the system removed Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have sent a physicians note to Northstar Alarm today The note details how I now need full time care and had to move out of my home I am now awaiting a response from Northstar I will close the complaint when my daughter or I hear back from a manager at Northstar Sincerely, Constance M***

Mr [redacted] ,NorthStar will terminate your account on May as we promised to cancel the account days after notice Sincerely, NorthStar Alarm

Mr [redacted] , We are disheartened to hear you have had a frustrating experience with your moveReading through your narrative, it appears the remaining issues surrounding the transfer of your system to your new residence have been resolved, and you were given a free month of service as well as new equipment at your new residence at no costWe hope you are enjoying your new system, and apologize that the process was not as smooth as it should have beenHowever, we are unable to cancel your remaining contract termIf you experience any problems with the new system, please do not hesitate to contact our Customer Care or Technical Support departments for assistanceWarm regards, NorthStar Alarm Services, LLC

Dear MrH [redacted] , I can assure you your complaint against the sales representative has been passed on to our compliance committee and action has been taken with the sales representativeI am again sorry for the manner at which he may have entered your homeYour account has been cancelled and all personal information has been destroyed.Sincerely, ?Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Mrs***, After further review of your account with NorthStar and because of the additional information you provided we have elected to cancel your account with us The cancellation was effective as of October 22nd and you have a $balance with NorthStar If you have any further questions or concerns regarding the cancellation of the account please feel free to let me know and I would be happy to address them for youBest regards, Aaron

Mrand Mrs [redacted] , NorthStar Alarm Services is sorry to hear that you were unhappy with your serviceWe will honor your request to cancel, and not charge you a termination feeWe would ask that you satisfy the current balance due which is $Please let us know if this is an acceptable solution.Sincerely,NorthStar Alarm Services

Ms [redacted] , We have arranged to have a service technician come to your house at no cost to resolve this matterPlease let us know if there is anything more we can doWarm regards, NorthStar Alarm Services, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This response is also based on updated email from the company stating nothing negative was reported to the credit bureaus ----- Forwarded message ----- From: "Keith G***" < [redacted] > To: " [redacted] " < [redacted] > Subject: NorthStar Past Due Balance Alert Date: Tue, Jul 26, 11:AM I have no document to send you, however, the only time that anything is reported to credit is when the account is cancelled and sent to a 3rd party collections agencyYour account was not near that point Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Sincerely, [redacted]

Mrs***, I am sorry to hear that your service with NorthStar has been less than satisfactory up to this point We want to make sure that each customer has a fully operational system that is able to protect your home and family I was able to review your account in regards to the problems that you mentioned that you were havingI am showing that currently an automated door lock that is attached to your system is not workingI am showing that we need to send a technician out to the home to completely replace the unit instead of trying to repair that unit which will responsive the issue that you are having I am showing that the alarm system its self is fully operational and you are able to arm and disarm the system as designedIf you would like to schedule a time for the technician to visit your home you can do so by contacting our customer care department at ###-###-#### and they will be able to assist you with thatIf you have any other questions or concerns regarding this account please feel free to let me know and I would be happy to further assist youBest regards, -- Aaron

We were supposed to receive reimbursement for $deductibleNorthstar said they sent it out on Wed March Its now April 1st and we have yet to receive it in the mailWe will continue to wait until further noticeRegarding cameras they were to install, we scheduled an apt for March My husband took the day offThey didn't show upMy husband called the office just to be told that they did not have the equipment on hand and wouldn't until today Apr Thanks, [redacted]

Mr***, Our records show that you agreed to extend your contract for an additional months in May of NorthStar provided you with medical pendants at that time Warm regards, NorthStar Alarm Services, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution of having my contract reduced by a year to expire August and having a technician sent out to my house at no cost to me to replace faulty sensors and replace my old keypad with a new keypad, only because I do not have any more time to waste on this subject I have been dealing with this for months But Northstar Alarm knows that during that over minute phone call there was never one mention of a "month agreement" not onceThis is a continuing deceptive business practice and I hope they will start training their employees to be more transparent and forthright Hopefully we will not have any further problems arise during the next 1/years Sincerely, [redacted]

Dear Ms [redacted] ,NorthStar has reviewed your situation and has chosen to cancel the accountWe will remove the debt from the collection agency, and this should reflect on the credit report as a satisfied debt or be removed completely.Please allow 7-business days for this to be reflected on your account.Sincerely,NorthStar Alarm