NorthStar Alarm Services, LLC

Complaint: [redacted] I am rejecting this response because: I do not trust that the system issues have been resolved I had been assured since December that the issue was resolved, but as of July 13th, even after receiving notice in writing on July that the issues were resolved, they were not I request to be released from the contract and to have the system removed Sincerely, [redacted]

Ms [redacted] , We apologize for the inconvenience and the delay of your refundIt usually takes between 7-business days for the transaction to take placeI've pasted the confirmation of the refund belowResponse Description : APPROVED Date Time : 8/16/3:34:PM PDT Merchant ID: [redacted] Transaction Type: eCheck Credit Total Amount $: Name: [redacted] / [redacted] Company Name: [redacted] Response Type: A APPROVED Response Code: APPROVED AAuthorization Code: [redacted] Last digits of Acc#: [redacted] Entered by: [redacted] Trace Number: [redacted] Please feel free to contact us again if it doesn't process in the next day or soBest, NorthStar Alarm

Dear MrD***, My records indicate our technician is coming to your home next Thursday, August around 6:00pmIf this is not the case, or if he does not fix your system please let me knowThank you, ?Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Ms [redacted] , Your account has been cancelledPlease mail back the equipment to usNorthStar Alarm

Dear MsJ***, My records indicate this has already been taken care of with, Adam C, a team lead in our customer care departmentIf this is not the case please let me knowThank you, Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Mr [redacted] ,NorthStar is sorry to hear about your troublesNorthStar would like a chance to make things rightWe will gladly send a technician out to service the account at $cost to youAdditionally, we will be glad to pick up the tab for all your alarm feesPlease email or fax a copy of the alarm bill to [email protected] or attn Licensing Revdex.comWe want to make sure your service is functioning properly and regain your trust.Sincerely,NorthStar Alarm

Ms [redacted] , It appears this account was already cancelled, effective June 15, 2017, in accordance with your previous requestsThis cancellation was effected more than a year earlier than the contract was due to expire as an accommodation There are several notes on your mother-in-law's account regarding the disrespect you have shown our Customer Care agentsWe ask that in the future you treat our employees, and the employees of any company with which you have future dealings, with respect, as they are attempting to help you within the confines of the agreement and our policies Regards, NorthStar Alarm Services, LLC

Dear [redacted] ,NorthStar has reviewed your account, and would be glad to help you outAfter speaking with our Retention manager he mentioned that we will gladly switch out your outdated 2G Cell radio for new radio and get the technician out to your house at no cost to youWe will also gladly credit off the months of service that your system was not workingShould you have any questions regarding this resolution, please contact us at ext 1900.Sincerely,NorthStar Alarm

Dear Mr [redacted] , I am sorry for any misunderstandings that may have taken placeWe will agree to cancel your agreement once we receive our equipment backA technician will contact you within the next hours to schedule a time to remove the equipmentPlease let me know if you have any questionsSincerely, Melanie J [redacted] NorthStar Alarm

Ms [redacted] , A refund was processed on August Regards, NorthStar Alarm Services, LLC

Dear Ms [redacted] ,NorthStar has had a chance to investigate what is going on with your accountWe have pulled back your account from Moni, so that NorthStar is now monitoring your accountWe apologize for the confusionNorthStar would be glad to offer a free service check up to make sure your system is working in the best fashion, and cover the cost of the two alarm feesIf you would let us know the amount we would be glad to credit your accountWe hope that this is a satisfactory resolution.Best NorthStar Alarm

Mr [redacted] ,Thank you for your business, as mentioned in a recent call with our retention manager, he stated that as soon as we receive your balance of contract we will gladly process the cancellation of your service with no further obligationsShould you have any questions please feel free to reach out to our retention department.Sincerely,NorthStar Alarm

Ms [redacted] , We are sorry to hear about your desire to cancel your agreement with NorthStar due to your moveWe were able to review your account in regards tot he cancellation request as well as the notice that you sent in We are showing tha tthe notice has been processed The account is currently set to cancel in August of this yearWe are showing that your original agreement with NorthStar was set up in August of and the initial length was for monthsHowever, when you moved you did a month billing hold on the ccountThose months were then added to the end of your agreement making it months in totalWe would be happy to have some one contact you in regards to options to move the system to your new home, or to send you a copy of the agreement if you still want to have the account cancelledIn order to process the cancellation of the account you would be responsible for the early termination fee that would have to be paid to close out the accountWarm Regards, NorthStar Alarm LLC

Dear Ms [redacted] , Your account with NorthStar Alarm is cancelled and no further payments are duePlease let me know if you have any questionsSincerely, Melanie J [redacted] NorthStar Alarm

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 Thank you very much to Northstar for making right on this situation Sincerely, [redacted] ***

Ms [redacted] , We are sorry to hear that you are attempting to switch monitoring companiesThe initial contract you signed with NorthStar contains an auto-renewal provision in Section Because you did not send a notice of cancellation days prior to the expiration of your initial contract term, your account renewed for an additional monthsIf you are looking to add features to your system, or to make other changes, NorthStar can likely help you with configuring your system to your likingWe can have someone reach out to you to discuss your options if you would likeOtherwise, you will be required to pay the auto-renewal cancellation amountIf you would still like to leave NorthStar after we have the chance to ensure you are a satisfied customer, it is common that the company you are switching to would help you pay off your remaining contractWarm regards, NorthStar Alarm Services, LLC

Dear Ms***, NorthStar will gladly cancel the renewal, and will cancel your account after the initial term expires in June of Please send a written request to cancel the account end of term and we will process it for youThank you for being a NorthStar customer.Sincerely,NorthStar Alarm

Complaint: [redacted] I am rejecting this response because: I have had periods of time where my system was not wprking properlyLuckily there was no emergency because if there was and the alarm was triggered, there would have been no contact made to authories which is the reason I purchased the sytem in the first placeAnd then to make matters worse, when I call to address the system issues, I am given rude attitude from more than one customer service representativeThis is the only company I have ever dealt with that will say "no we won't do that" when trying to resolve a problem I have with the service that I have been and am still paying for Being forced to keep this system makes me even more afraid for my family's safety in the event of an emergency because there is no guarantee that a signal is going to be received by anyoneAt my last contact Vision Security claims they are monitoring my signal but the week before Monotronics said their company monitors all signals for my accountKeeping this service (or lack thereof) for the remainder of the contract just ensures that I will have more inconvenience in having problems with my panel, calling and having a tech come out to maybe fix the problem but not actually having a reliable security system that works when I need itI really just want out of my contract to ensure that I not relying on an inconsistent service that may end up putting my family in a dangerous position if we ever needed itI'm paying money for a service that this far has been unreliableIn this day and age, people can't really afford to put there trust into a sercurity service that is not dependableI would like to not waste the remainder of my contract wondering if the sytem os going to work on a certain dayI'm paying for a service and, as the company has already demonstrated, It is not a sure thingI would like to use my hard earned money on something else that is a sure thingThe way the service has been, I may as well not have a panel in my home because it doesn't work most of the time anyway Sincerely, [redacted] **

Mr***, Thank you for the additional information regarding your account and the problems that you have experienced After further review as well as speaking with your sales rep, they have gone ahead and approved the cancellation of your account I have gone ahead and processed that and you account balance is not $ You are under no further obligation to NorthStarIf 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

Ms [redacted] , NorthStar is very sorry to hear that your system has not been working properlyWe will send a service technician free of charge to your home to ensure proper operation of your monitoring services, and a customer care agent will be reaching out to you to discuss further resolution to the issues you have been experiencingBest regards, NorthStar Alarm Services, LLC