NorthStar Alarm Services, LLC

Complaint: [redacted] I am rejecting this response because:The technicians never came back and finishedIt was not installed properlyA person came into my home, a break in, and the police were called and refused to come because your company failed to inform us we needed a permitAgain, faulty sales or follow throughPlease check your records for the call and declineMartin, in sales, cell ###-###-####, keeps promising he is sorry for the problems, lack of follow through, etc, and promised he would call his "manager" and close our account and refund usThis has never happenedHe has called me twice and texted me as wellMartin also admitted that he checked the wrong box and we were in a month contract, which he promised would be discontinued Sincerely, [redacted] And [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 meSince my renewal was September 21, 2015, November will be the 3rd payment and will only have December, January 2016, and February I also do not want this to renewal after my last payment in February 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 me 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 me Sincerely, [redacted]

Ms. ***, We are sorry to hear that you are dissatisfied with NorthStar's service. However, Section 1.1 of the document we previously sent to you states "This Amendment shall extend the term of the Agreement 60 months," and bears your signature at the bottom, dated March 22, 2014. This is an extension of your original term. If there is something specific we can do to make your NorthStar experience better, or if you are attempting to change your security provider to another company, please contact our Customer Care department. Best regards, NorthStar Alarm Services, LLC

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

Dear Mr. & Mrs. [redacted] , I am sorry for any misunderstandings that may have taken place. Your account has been cancelled as of today and no further payments are due. Please let me know if you have any further questions. Sincerely, Melanie [redacted] Customer Care... Manager, NorthStar Homep: [redacted] | f: [redacted] 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 Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Thank you for your response in this matterI appreciate your company helping me out during this time of needPlease attach a cancellation number as well as a statement showing that my account is canceled and charges will no longer be taken from my account and also showing that all fees have been waivedThank you for your response 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 me. I absolutely appreciate the decision which takes into consideration the customer in terms of the contract. Sincerely, [redacted]

Ms [redacted] ,Thank you for your business, you have been a valuable customer to NorthStarNorthStar will honor your request to cancel the remaining months of your automatic renewalPlease allow 5-business days for this to reflect on your account.Sincerely,NorthStar Alarm

Dear Ms***,NorthStar has reviewed your complaintAttached is the contract that you signed with Vision SecuritySection Assignability of AgreementThis Agreement is not assignable by you except upon the written consent of the Company, which shall be in Company's sole and absolute
discretionThis Agreement or any portion thereof is assignable by Company in its sole and absolute discretionThis language states that the company has the authority to sell the contract.Also, NorthStar has been attempting to contact you weekly starting July of 2015, via telephone and email to resolve the past due balanceThe current balance owed is $NorthStar would be glad to settle this with you for $1000, and would be willing to work out a payment plan. Respectfully,NorthStar Alarm

Dear MsL***, We received your written request to cancel however we needed either a copy of the power of attorney or a letter from your doctor on his letterheadWe informed you of these and was told your daughter would send them to usHowever, we never got the requested papers so your
account was sent to collections, and you are no longer with NorthStar.Sincerely, ?Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, I am sorry to hear about the problems that you have experienced in regards to your service with NorthStar so far I was able to review your account in regards to the system issues that you mentioned and was able to see that the problems with the monitoring of your system was
not for an extended amount of time I am showing that we have gotten periodic test reports back from your system for the past several months and that everything is working as it should I am also showing that because of the confusion you were credited for months of service which was applied to your account Therefore, your account will remain active for the remainder of the agreed upon term If you have any further questions or concerns please feel free to let me know and I would be happy to further assist you. Best regards, Aaron

Mrs***, We are sorry to hear that there has been some confusion regarding the changes that were made to your account previously. We were able to review the account details as well as the agreement that was completed and the phone conversation that took placeMr***
originally called in inquiring about potentially lowering the monthly payment, and what options were available to him. As part of the inquiry he was told that he could lower his rate down to $as well as get the next months free of charge with a month agreement. Based on that information Mr*** agreed that would resolve the concerns that he was having in regards to the amount that was being paid each month. The agent explained that since this was in relation to lowering the rate that he would send the Mr*** paperwork to verify that change was being madeThe agreement was sent via email through a Docu-Sign program for Mr*** to verify and sign that the changes were correct per the conversation. Mr*** accessed the document from a mobile phone and was walked through the verification process in order to view the document with the agent on the phoneIt was pointed out that the agreement was for months, and the rate was guaranteed for that length at the new rate of $52.99. We would be happy to retro actively have that agreement start the day it was made instead of having the new agreement start at the end of your previous agreementWe would also be happy to send a technician out to your home to resolve any concerns that you are having with the system, as all of the equipment is covered under warranty and can be replaced if necessary at no cost to youIn addition to both of those things, we would be happy to also have the newest model panel installed at your home while the technician is at your home inspecting the rest of the systemThis will ensure that your system is completely up to date and in good working orderNone of this would increase the rate that was guaranteed with the new agreement. Warm Regards, NorthStar Alarm LLC,

Mrs***, In order to resolve the on going problems as well as the past due balance of $1,we would be willing to complete a month addendum for that amountThis would remove the balance that is owed, and those months would be added to the end of the original agreement that way you would have a $balance starting now as well as getting the system fixedWe are still willing to send a tech out at no charge to you to replace or fix any issues that you are having with the systemIf any of the equipment is not compatible it can be removed from your system which may reduce your monthly rate. Warm Regards,

Dear MsL***, Will you please send me the documents so I can review them? I show we never received them in our office. Thank you, Melanie J***Customer Care Manager, NorthStar Homep:*** | f:801.705.0694e:***@northstaralarm.com | w:www.northstarhome.com |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will be satisfied as soon as it is acknowledged that I sent in the doctor note and I am all clear from any collection agency regarding this case.
Sincerely,
Rose L***

Mrs***, We are sorry to hear that you have experienced some confusion in regards to your account with NorthStar. We can see based on the notes that you had moved and the account was pending the new home owner taking over the remainder of your agreement. We were able to verify that
the new home owner actually contacted one of our sales representatives and set up an entirely new account instead of assuming the remainder of your agreement. Because of the confusion regarding your move we have gone ahead and cancelled out your account with NorthStar with a $balance per your requestWarm Regards,

Mr***, I am sorry to hear that you have experienced some problems in regards to the service that you have with NorthStar to this pointI was able to review the problems that you stated as well as go over some of the account detailsI am showing that you originally signed up with
NorthStar back in October of and at the time you agreed to a month agreement length Before NorthStar installs any equipment in a potential customers home they are required to complete a telephone survey to verify that the account is being set up correctly and to make sure that you as the customer understand and are aware of the terms of the agreement that you are signingDuring that call you stated that you understood NorthStar was a separate company than you previously had in your home and also that you understood you were signing a month agreement in order for the equipment to be installed in your home at no cost to you upfront Also as part of that agreement under section on the back it does allow NorthStar to transfer the ownership of your account from us to another company should we choose to do so. In regards to the system not working I am showing that you contacted out technical support department on the 24th of this month and at the time the scheduled for an in home visit with one of our field service professionals The ticket was created at that time and as you stated the technician has already scheduled a time with you to complete any necessary repairs to your system on FridayIn order to compensate you for the time that you are with out the system we offered to credit your account $25. I understand that you were under the impression that your account would be with NorthStar and in order to resolve this matter I have gone ahead and had your account returned back to NorthStar instead of your account being handled by *** as it is right now So once again your monitoring and billing will be handled by us for the rest of your agreement If you have any questions or concerns in regards to you account please feel free to let me know and I would be happy to further assist you. Best regards, -- Aaron