NorthStar Alarm Services, LLC

Ms ***, Our customer care department should have reached out to you this week to resolve your concernPlease let us know if your concern has not been resolved. NorthStar Alarm Services

Dear Ms***,NorthStar would like to apologize for the delay in your system installationWe will gladly cancel your account and refund the $Please allow business days for this to reflect on your account.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: I did not extend my plan in November of verbally or otherwiseIf you have a recording of
this it is a fraudMy account was current in May when I contacted your representative to close the account by telephone and emailI have not used the service since thenPlease show my account closed in May
Sincerely,
*** ***

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

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

Mr***, We are sorry to hear your desire to cancel your service with NorthStar HomeWe were able to review your account in regards to the cancellation request as well as the details that you were able to provideWhile you are correct that we do require a notice of intent to cancel at
least days and we did not receive your notice days prior the account would have then entered an automatic renewal periodHowever, based on review of the account we do see that you had spoke with as well multiple account managers prior to the official request for cancellationBased on that information we have approved your request to cancel your account with a $balanceIf you have any further questions regarding your account please feel free to reach out to our customer care department and they will be able to further assist you. Warm regards, NorthStar Alarm LLC,

Ms***, NorthStar sincerely apologizes for any dissatisfaction you have had with your serviceWe understand our service department has been in touch with you to attempt to resolve whatever issues remain with your system, and trust this will solve your concerns. Warm regards, NorthStar Alarm Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have received my refund as of yesterday.
Sincerely,
*** ***

Ms***, NorthStar has attempted to contact you to resolve the issues you are experiencing, but thus far we have been unsuccessfulIf you will please let us try to resolve whatever issues you continue to experience, I am confident we can make your experience run smoothly going forwardWe value you as a customer and apologize for the frustration you have experienced. Warm regards, NorthStar Alarm Services, LLC

Complaint: ***
I am rejecting this response because: I want to receive a straight response making sure all I need to do is send copies of original document, sent out within the day trialI just have copies cause original documents were sent out to company on 5/Will copies be good enough?
Sincerely,Reverend Aaron W***
Aaron W***

Dear Mr***, We are sorry to hear of your experience with NorthStar thus farWe are resolving this issue with the sales representative and will be in touch with you shortly for a resolution. Warm regards, NorthStar Alarm Services, LLC

Dear *** ***, NorthStar has cancelled you serviceThe account will be cancelled as of today 7/21/Thank you for being a valued customer of NorthStar.Sincerely,NorthStar Alarm

Dear Ms***,NorthStar is sorry for your troubles you have had moving your systemWe will gladly reimburse you for the $and terminate the account effective as 1/18/2017. Should you have further questionsPlease feel free to contact us.Sincerely NorthStar Alarm

Dear Ms***, I would like you help you with this but I need a little more informationWill you please provide me with your mother's name and the address of where the system was installed to assist me in locating her account?Thank you, ?Melanie ***Customer Care
Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

Mr***, I am sorry to hear about the confusion that you have in regards your agreement that you signed with NorthStar back in I was able to review your account with them as well as your paperwork that we have on file in regards to what you mentioned I am showing that you
signed up with NorthStar on 7/4/and that prior to the system being installed in your home you were required to participate in a telephonic survey to verify that you understood the agreement that you were signing Based on your answers during that survey a system was installed in your home One of those questions during the survey was did you have a previous company prior to signing up with NorthStar, to which you answered yes you had pinnacle securityThe next question was do you understand that NorthStar is not affiliated, nor has bought out or taken over pinnacle, you again answered yesLastly you were informed that NorthStar will not participate in canceling any contract you have remaining with pinnacle, again you answered yes that you understood thatBased on that information we have elected to deny your request for the cancellation of your systemI have attached a form that you filled out stating that you understood all of this information as well as signed it I will also include the web address so that you can listen to the aforementioned call. If you have any further questions or concerns about your account please feel free to let me know and I would be happy to further assist. Please follow this link to listen to the welcome call you completed: ***Best regards, Aaron

Mr***, Although the terms of the Vision Security contract would be enforceable, I have authorized the cancellation of this account effective at the end of August, Please be sure to pay any final invoice you receive from NorthStar. Regards, NorthStar Alarm Services, LLC

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

Dear Ms***,NorthStar would like to apologize for the confusionWe found an error with our docusign, electronic signature, that is incorrectly putting signatures in the wrong place on some of our upgrade/renewal contracts. We we will cancel the addendum and allow you to cancel the remaining months of your current agreementWe will be sending you a confirmation of cancellation. Thank you for helping us find this error in our system, please accept our sincerest apologies. northstar alarm

Dear Ms***,Thank you for your responseTo be clear, your current balance is $264.95, but if you were to cancel the account now, the higher balance is what would be owed for the upcoming months of service through which remains on your contract. NorthStar would like to offer you the opportunity to pay our outstanding balance of $264.95, and NorthStar will gladly cancel your account.Sincerely,NorthStar Alarm

Complaint: ***
I am rejecting this response because: I had started contacting your business back in June, but customer service would not call me backIt took times to get to talk to someoneI sent in a written notice back in July to cancel my accountUnfortunately, you can say that you never received itI am happy to pay for what is right, but this is all wrongI would consider dealing with this if you charge me $per month for what has been billedYour customer service rep offered me $back when I wanted to cancel, since I have been an "outstanding customer"
Sincerely,
*** ***