NorthStar Alarm Services, LLC

Mrs [redacted] , I am sorry to hear about the problems and concerns you have had in regards to your service with North Star I was able to review the information that you provided as well as review your account information with North StarI am showing that your account was originally set up on 6/13/and the agreement length was for months ending in December of I am showing at that time you had not communicated your desire to cancel to North Star so after that date your account remained active However, I have gone ahead and approved the cancellation of your accountYou are under no further obligation to North Star and your account balance is $If you have any further questions or concerns please let me know and I would be happy to further assist youBest regards, -- Aaron

Ms***,NorthStar would like to apologize for the system issuesOn Friday September 16, a technician came to your home and got the door bell camera working with the exception of one of your devices not connectingIn an effort to make things right we lowered your monthly payment to $from $and refunded you $for your troubles.Should you need any additional support please don't hesitate to contact us.Sincerely,NorthStar

Dear Ms [redacted] ,Thank you for notifying us of your concernI have received an email from our VP of Technical OperationsHe has stated that we agreed to return on Monday or Tuesday this week to separate the door and window sensors as well as add a new Smart Garage unitWe hope this will provide the protection you expectThank you for the opportunity to remedy the situation.Sincerely,NorthStar Alarm

Mr [redacted] , Once again, it is not NorthStar’s policy to ensure that a transfer is finalized If the correct documents and forms have been sent out regarding any change of the agreement once they have been sent we have to rely on the receiving party to complete them at which point they are automatically sent backNorthStar cannot force a party to take over a customer’s current agreementWe can verify that we were in contact with Mr [redacted] regarding the account via both phone as well as emailFor reasons unknown to NorthStar we never received the documentation back regarding the transfer of serviceAt that time you were given multiple options to resolve your previous Revdex.com complaint such as the following NorthStar would have you sign a month addendum (billing hold) and if the new potential account holders do not transfer it over to their name, the months will be added to the end of current term of your agreementNorthStar will give you a month refund IF/WHEN the new account holders transfer the system into their name Based on all of the above information we are showing that the months were added to the end of your then current term which now shows the account will cancel in November of this yearThey were added after not receiving the agreement back regarding the transfer of the account However, in an attempt to resolve this matter NorthStar is willing to waive those months as well as cancel the account effective immediately with zero balance on the accountThat would mean you would be under no further obligation to NorthStar and that the account would remain closed months prior to the end of your actual agreementIf you were to pay off the remaining months of the agreement it would be $ Warm Regards NorthStar Alarm Services LLC,

Mr***, We are sorry to hear about the problems that you experienced with your thermostat that is paired with your NorthStar SystemWe were able to review your account in regards to the information that you provided about the problems that you experiencedWe are showing that you did contact our monitoring station on in regards to the issue at the time but then did not contact us again until stating the problem still existedAt that time Desiree offered to send someone out which you declined so the problem was never resolved, and she sent you a customer dispute form to fill outWe can verify that you did speak with Cameron who is one of the supervisors in our Customer Care department and that he also spoke with one of the supervisors in our Technical Support department to see if we could remote diagnose what caused the problem with the thermostat which we are not able to doBecause we are not able to remote diagnose what may have caused the problem that is why his offer of sending someone out to the home at no charge was made In order to resolve the issue that you have experienced we are happy to send a technician out to you home at no cost to see what may have caused the problem with the thermostatIf you are not wanting to have that part of the service any more because of the issue we would be happy to remove that from your account as that has no effect on the over all security system which was and is still fully functional, as well as apply a month credit towards your account which would take care of your Nov, Dec, Jan payments on the accountWe would be happy to have a supervisor from out Technical Support Department call you to set up the work order for the technician to come out to the home to make sure any concerns that you have are resolved and he can perform a complete system test while he is in the home to confirm that the rest of the security system is in good working orderWarm Regards, NorthStar Alarm LLC

Ms [redacted] ,NorthStar will have one of our customer care managers and discuss the options of your accountThank you for give us the opportunity to resolve the issue.Sincerely,NorthStar Alarm

[redacted] , I am sorry to hear that you have experienced problems in regards to your service with NorthStar I was able to review your account with us as well as the orders that you sent in regarding your current move I am showing that you originally had the system installed at your parents house under your name and now you have gotten married and moved with your husband for military training I was able to review the Military orders that you sent in and can see that you will be living in the new location from August 27th until August 30th at which time you will be released from the relocation order I understand that you are not currently using the alarm because of the move and because of that I would be more than happy to place your account with NorthStar on a hold for the period of one year while you are away from the home That way you are not paying for a system you are not able to take advantage of When you are done with the relocation we also have the ability to move the system to your new home if you do not move back in to your parents house where the system is installed If that is something you would like to do please give us a call at ###-###-#### and we can get that set up.Best regards, Aaron C***

***, I am sorry to hear about the problems that you have had in regards to your service with usI was able to review your account and am showing that you spoke with one of our account managers yesterday who was able to work out a resolution to the concerns that you mentioned in your complaint I am showing that we are doing the following on your account We are mailing you out the upgraded cell until as well as a firm ware update for your panel at your request and you should receive that in the next few days Our tech support team will be able to help you install that update and the new cell unit We have also included a return envelope and packing slip to return the firmware update and old cell unit I am also showing that we have processed a cancellation request on your account and it is pending to cancel on 5/31/at the end of your current term with us, and that you should have received a cancellation confirmation via email I have also included that confirmation letter here as well I am also showing that a month credit has been applied to your account which will covers February's payment because of the concerns that you are havingWith what I am showing we have done on your account it looks like you were content with the resolution and steps that we were taking to get this resolvedIf you have any other questions or concerns please feel free to let me know Thanks,

***, I am sorry to hear about the problems that you have experience with your NorthStar service to this point After reviewing your account with us I am showing that the original agreement that you signed with us back in July of was for months That information was also verified during a pre-installation phone call during which we verify the account information to make sure you understand the agreement that you are entering into One of the questions during that survey is do you understand that you are entering into an agreement with NorthStar and that the agreement will be for months during which time your rate of $ [redacted] +tax will not change You responded stating that you did understand that information If you are wanting to cancel the account however you do have the following options, you can pay off the remainder of the agreement in full, or you could have someone take over the agreement and we would install the system at their home and change the account information into their name for the remainder of the term If you would like to further discuss either of these options you can reach our customer care department at ###-###-#### and they will be able to assist you furtherIf you have any other questions or concerns please feel free to let me know and I would be happy to assist youThanks, 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 meUnder the condition that the work will be done ASAP and to completion so that our home is completely covered Sincerely, [redacted]

Dear Ms***,NorthStar would like to thank you for your businessNorthStar will gladly honor your request to cancel the agreement.Sincerely,NorthStar Alarm

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessarySincerely, [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] ***

Mr***, I am sorry to hear about the problems that your mother has experienced to this point I was able to review the information your provided as well as the notes on the account in order to make sure we get this resolvedI am showing that your mothers account has been sent to collections due to non-paymentHowever, If your mother would like the account to be re-activated she can pay the past due amount and the system will be re-activated Once that is done as you mentioned in option #We would be happy to send a technician out to the home in order to retrain her one the use of the system as well as check and make sure it is fully working and able to protect her and her homeOnce that is completed as long as she makes the monthly payments we will continue to provide her with service and the monitoring of her systemIf you have any further questions please let me know and I would be happy to further answer themBest regards,-- Aaron

Mr [redacted] , NorthStar no longer has authority to make changes to your accountIt appears your greatest concern has to do with your suspicion that your credit card has been compromisedWhether or not that is true, any such compromise was not effected by NorthStarYour concern needs to be directed to the company which now holds your contractWe apologize for the inconvenience, and wish there was something we could do to assist youRegards, NorthStar Alarm Services, LLC

Ms [redacted] , We are saddened to hear that you are wanting to cancel your alarm service with NorthStarWe were able to review the events surrounding the break in that you mentioned, and are glad to hear that you are ok We are showing that the alarm was triggered at by a glass break detector in the living room at 1:am on 12/27/We were able to establish a connection with the 2-way voice over the panel and listen to see if anything could be heard inside the homeWe then accessed the police dispatch window at 1:am, while also attempting to reach you via phoneI am showing that our monitoring station was able to reach you and confirm the break in at 1:am and that you requested for the police to be dispatched I am then showing that we contacted the police department at 1:am and requested the dispatch on your behalfWe are showing that a second alarm went off in the home for the front door at 1:am, then at 2:we were informed by the police department that the police were responding to the previous requestWhile we are showing that the alarm worked properly and that the police were informed of the break in shortly after we spoke with you we understand your desire is to have the account cancelledIf you are wanting to have the account cancelled we have approved the cancelation, but ask that you send in a written notice of cancellation either via mail or email to [email protected] and once that is processed the account will be closedRegards, NorthStar Alarm LLC,

Hello [redacted] **, NorthStar Alarm is sorry to hear that you shut down your businessWe would be glad to move the system to a new location, so you can still enjoy the benefits of the alarm systemcurrently, your agreement is set to end in monthsThe total balance remaining on the agreement is $However, due to the circumstances we would be glad to give you the option to pay an early termination fee of $250.Sincerely, MattNorthStar

Mrs [redacted] , I am sorry to hear that you have some confusion regarding the end of your initial agreement term with NorthStar I was able to review your account in regards to the information you provided for the requested cancellation On the original agreement that you signed with NorthStar it does state that we require written notice days prior to the requested date of cancellation If the notice is not received the account will be automatically renewed for the period of months However, after reviewing your account I have gone ahead and submitted for your account to be cancelled at the end of the original agreement which is 1/20/ At that date if your account is current and you have no past due payments the account will be cancelled and you will be under no further obligation to NorthStarIf you have any other questions or concerns I would be happy to further assist youBest regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Dear Ms [redacted] , NorthStar has reviewed your account and has found the following: NorthStar has not extended your agreement and you are still under the initial agreement signed back in May Aside from the Verbal extension that was cancelled a week ago, and not extended.It was your choice to switch to another company prior to the end of your initial agreement termThis doesn't remove you from the obligation to the original agreementWe have also discussed the upgrade and discount options with you, in the event you wanted to cancel with Safe Home and stay with NorthStar.The end of your Initial Agreement is May 31, SincerelyNorthStar Alarm

Ms [redacted] , We have reviewed the addendum you signed, and listened to the phone call recording between you and our assurance departmentIt appears you confirmed both in writing and verbally that you understood you were signing a month agreement extension in exchange for a discounted monthly rateIf you are dissatisfied with your service, or if you are attempting to switch monitoring companies, please contact our Customer Care department and we will do our best to ensure you have a great continued experience with NorthStarWarm Regards, NorthStar Alarm Services, LLC