NorthStar Alarm Services, LLC

Ms***, We are sorry to hear about the confusion regarding your agreement and your recent move. We are showing that the new home is also located in Saint Paul, MN. Your agreement with NorthStar began in July of and was for a month term lengthAny time a new customer
signs up with NorthStar they are required to complete a telephonic survery to verify that the account information is correct. During that survery you stated that you were the home owner at *** * *** and that you also understood the agreement was for monthsAlso that your cancellation rights were explained to you before signing the agreementBased on that information you provided the system was installed at the homeWe have sent a copy of that recorded phone call to the Revdex.com to have sent to you as well for your review. In November of you spoke with one of our agents asking for someone to come uninstall the system at your home because you would be movingWhen they asked about the new home you stated that you would not be putting the system back up in the new homeThe last payment on the account was in October of A copy of this call has also been sent to the Revdex.com to have sent to you. We next spoke with you in January of were it was explained that even though the system was removed from the previous home that did not cancel the agreement that was madeThe agent at that time reviewed section of your customer agreement which covers the move of a system, as well as offered to have someone come out to the home to re-install the system at your new homeAlternativly they explained that if you were just wanting the service cancelled that you would be responsible for paying off the remainder of the agreement including the past due balance at that timeA copy of this call has also been sent to the Revdex.com to have sent to you. Since that time the account has continued go further past due, and we are showing the system was never installed at the new home, but that you did take the equipment with you from the previous home. In order to resolve this we would be happy to have one of our technitians come out to the new home and re-install the system at no charge to you, as well as credit off the past due balance on the account once the system has been installedIf you are wanting the account cancelled immediatly you would be responsible for the early termination fee which we are showing is currently $2,700. Warm Regards, NorthStar Alarm LLC,

Mr***,ACCT #***NorthStar apologized for the miscommunicationOur representative was under the assumption that your contract with *** was coming to an endHe was not aware that you had renewed your agreement with *** for a longer period of timeShould you have not renewed the
rep would have been able to handle that remaining balanceIn this case, NorthStar will gladly cancel your account so you can return to back to ***Should you have any re-installation fees we will gladly cover that expense. We apologize for the miscommunication.Sincerely,NorthStar Alarm

Mr***,First, thank you for your business, NorthStar is sorry that we did not get back in touch with you as promisedNorthStar has recently reached out to you via telephone to discuss the decreased monthly payment optionWe have proposed a lower monthly monitoring rate of $with an
extension to your agreement of monthsWe have also attached a copy of your contract that explains the automatic renewal of months, see section We are more than happy to work with you on this, again thank you for your business.Sincerely,NorthStar

Complaint: ***
I am rejecting this response because:Dear Aarhave received check We were told it was placed in the mail on 3/when in fact it wasn't mailed out until 3/ Anyhow, we have since received it We have not received a call from your technician to reschedule it's now Wednesday 4/
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 provided they cancel the account, write off the past due and I am not under further obligation to them as stated in the last paragraph of the business’s response
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,
*** ***

Complaint: ***
I am rejecting this response because: The promises made by Northstar have not been completely fullfilled At this time I have received confirmation on cancellation (that is in more months) and I have received the parts and tools to update the system However, upon receiving the parts the technical team was unable to help in the installation which we were assured they would be "standing by" ready to help After spending an hour on the phone with the technical team they indicated they would have their specialist call us the next day Its been two days since that promise was made and still no call It has also been almost weeks that I have been without a security system They indicated they would credit the month of February to our account; however, I have no way of verifying this at this time given that you cant access your account online.I have sent the attached email to the company to further reiterate our dissatisfaction The amount of time that we have put into resolving this issue with this company is negatively impacting our lives The next step at this point if our issue is not resolved by tomorrow afternoon is legal action against the company if they are not willing to terminate our contract early Someone at this company must be flooding the Revdex.com with good reviews to achieve their rating The true customers are those with negative reviews on similar customer service issues, illegally executed contracts, and technical issues Northstar needs to step up and correct this
Sincerely,
*** ***

Mrs***,Attached is your contract that was purchased by NorthStarThe section relating to the term and renewal is as you requested.Sincerely,NorthStar Alarm

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 look forward to hearing back. As of now, June 9, 2017, I have not heard from North Star Alarm Services
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,
*** ***

Dear MrW***. I am sorry to hear you wish to cancelI show you signed up on May 8, and on your agreement it states "You may cancel this transaction, without any penalty or obligation, within three business days from the above date." If you wish to cancel after the three day right of
rescission you do have to pay off the remaining term on the agreementIf the system isn't working in some way we would be happy to help you fix itPlease let me know. Sincerely, ?Melanie J***Customer Care Manager, NorthStar Homep:*** | f:***e:***@northstaralarm.com | w:www.northstarhome.com |

***, After further review of your account we will cancel your agreement with NorthStar effective 1/12/ You are under no further obligation to NorthStar and the equipment is yours If you have any other questions or concerns please feel free to let me know and I would be happy to further assist. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Ms***, NorthStar would be happy to continue monitoring your home as soon as you bring your payments currentYou contract with the company notifies you that if you fail to make payments to us, your service will be discontinued until such time as your account is brought current
Please contact our billing and customer care department at to arrange for payment. Best regards, NorthStar Alarm Services, LLC

Ms***, We apologize for the confusion you experienced during our affiliate's conversation with youNorthStar is a competitor of ***, and we have a zero-tolerance policy for confusing or misleading sales presentationsWe will arrange to have the charges refunded. Warm
regards, NorthStar Alarm Services, LLC

Complaint: ***
I am rejecting this response because:That is inexcusable. They dismantled the old system which is still in place, and even used the existing door contacts for their own system. All they needed to do was reconnect the wiring they disassembledThey apparently also removed the backup battery which was in the terminal box. Also the wires on the AC power input, which was still plugged in, were touching, and the adapter got so hot it burned out, and could have potentially caused a fire in the house.It is clear they have no intention of correcting their actions, so I want nothing more to do with them.It seems to me that if they have the authority to dismantle a working system, it should be no big deal to reconnect it.This just screams of incompetence and taking advantage of an year old senior adult at $55/month monitoring, just so they can fill their wallet.Beware of this company
Sincerely,
Bryan ***

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,
*** ***

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,
Jessica J***

Mrs***, We are sorry to hear about any confusion regarding how your account was set up originally with NorthStarAs a company we strive to make sure that all account details are clearly explained in the copy of the agreement that you received as well as each customer completes a telephonic
survey to verify that all information contained on the paperwork is correct before the system is ever installed in the homeI was able to review both of those in regards to your brothers account and am showing that the paperwork states that his cancellation period is the standard business days which is the same for all customersHe also completed the welcome call and when the question was asked if he understood his cancellation rights he answered that he was aware of thoseHe was also asked if he was promised anything that was not included on the paperwork to which he responded that he was notBased on his answers during that call the account was created with the standard business day cancellation periodThe account was created on the 29th of August which would place the cancellation period on the 1st of Sept as it starts the day after the agreement is signedWe are not showing that any one contacted NorthStar until the 5th of September which was business days after the account was set up which was then outside of the day cancellation periodIn regards to the billing on the account because the account was set up on the 29th and we typically process the first payment the day it was installed, on your account we are showing that payment was held until the 1st of September and that you were not charged for the additional days you had the system in AugustThat initial payment would go from the 1st of Sept and you are charged a month in advance meaning that would cover the account until the end of the month. Warmest regards, NorthStar Alarm LLC

Mr***, I am sorry to hear about the problems that you have been having in regards to your alarm system with NorthStar I was able to review your account in regards to the problems that you mentioned as well as review the information that we are showing for you account Based on
those findings your service with NorthStar Alarm has been cancelled effective 11/24/and our monitoring services are no
longer in effectAt this point your account has a $balance and you do not
owe any money to NorthStarThe equipment is yours to do with what you want.Please
let us know if you have any further questions or feedback about your experience
with NorthStar. At any time, call
###-###-#### or email our customer service department and we will be happy to
assist you any way we can. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e:***@northstaralarm.com | w:www.northstarhome.com |

Complaint: ***
I am rejecting this response because: It still does not make it ok for a business to LIE, have their sales rep tell you it is ok knowing full well I was not the homeownerIt does not matter if I still reside in Saint Paul the contract was drawn under pretensesYour company is a horrible representation of American business, I do not want a contractor in my home to install security equipment that does not work to begin withThe last time they installed in my rental they were there in the evening, talk about sales tactics, a strange man in my home that's safety!
Sincerely,
*** ***