NorthStar Alarm Services, LLC

Mrs [redacted] , Before any extension was completed on your account, you were required to verify the information during a phone call We have provided the Revdex.com with a copy of that phone call and they should be able to supply you with that, if they are unable to do so we would be happy to send it to you via email During that conversation you stated that you understood that the agreement would extend your agreement an additional monthsWe understand that you have since moved from your home and left the equipment, and we have offered to install a completely new system matching what you had at the previous home in your new home at no cost to you in order to resolve the matterBecause of the extension that you completed your agreement goes until and by installing a new system at no cost to you, you will be able to continue on with your current agreement at the same rate you previously hadBest regards, NorthStar Alarm LLC,

Ms [redacted] , We are very sorry that you have been experiencing problems with your NorthStar systemIt appears we have reached a resolution with youIf you have any further concerns or problems, please contact our Customer Care or Technical Support departmentsWarm 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 meBUT, by the way I DO NOT have an alarm service with another company and that is a lie I was told I have an alarm service with [redacted] ***, but I actually don't, and I am looking into that I have no idea where that even came from But, thank you for cancelling my contract as requested over a year ago It's appreciated.Sincerely, [redacted]

Mrs***, We are sorry to hear about the problems that you have experience with your equipmentWe are showing that in April of this year as part of an upgrade and rate reduction you received an upgraded panel as well as a decrease in your monthly rateIn late October you once again called in regarding the screen being frozen on the panel and went through the trouble shooting steps over the phone with one of our technical support agents in order to try and resolve the issue without having to incur further cost to you by having someone come visit the homeAfter rebooting the system we were able to confirm that they panel was once again working The next time we spoke with you was mid-November once again about a different panel issue this time the panel was beeping, we sent you a brand new panel via mail that was pre-programed to work in your homeDuring the installation of that panel you were speaking with one of our technical support agents and were not able to get the new panel to power on, and the old panel would no longer work as wellThe technical support agent set up a work order for someone to come to the home to diagnose the problem and explained that we allow 48hrs for them to contact you in order to schedule the appointment so they can request any equipment that may be needed At that point you requested the cancellation of your system instead of having someone come out to the homeYou then spoke with someone from our customer care department who explained the reason for the 48hr period and then offered to call the tech to see if they had any appointments that day which you declined and still wanted the system cancelledYou then spoke with a Supervisor in that same department who explained the same details regarding having someone come out to the homeWe are now showing that a tech has been to your home and replaced the faulty panel with a new working one and confirmed that they system was once again fully working Because the system was not working for a month while you were trouble shooting with our technical support team and then waiting for a field technician to come to your home we would be happy to place a month credit on the account for the month of December to make up for the time you paid while the system was not workingWarm regards, NorthStar Alarm LLC,

Complaint: [redacted] I am rejecting this response because:This company has been an on going issue and I am not satisfied with their customer service nor productsTherefore I do not wish to resume any relationship and as such would only like the requested resolution to be considered at this time; waive of the balance with no attempt to collect it and or no derogatory reflection on my credit bureau reporting Sincerely, [redacted]

Ms***, NorthStar regrets losing you as a customer, however we will honor your request to cancel the agreementSincerely, NorthStar

Ms***, You reference a copy of your contract that you believe is different than the contract we have on filePlease attached that document for our reviewWarm regards, NorthStar Alarm Services, LLC

Mr [redacted] , As I previously stated in regards to the problems that you had with your system we would be more than happy to review those alarm fees to see if they were caused by our system If they were and we are able to determine that we are willing to either cover or reimburse you for those chargesIf you could send those in I would be happy to look further into themBest regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

For one I don't agree with what was sent to me and I have find some things that is not right with what they said, and the contract So that is why I rejectedSomething needs to be done about this whole thing The company has not been fair with me and I just want this whole thing over with

Mr [redacted] , We are very sorry you have experienced some confusion in regards to your agreement length with NorhtStarBefore any customer is installed they are required to complete a telephonic pre-installation call to verify that the agreement details are set up correctly We were able to locate that call in regards to your account, and did verify that your account was set up under a shorter length instead of the standard monthsWe have gone ahead and updated the correct length and will have one of our account managers contact you in regards to your request for cancellationWarm regards, NorthStar Alarm Services, LLC

We have cancelled this account with no financial penalty to the customer

Mr***, Again, we apologize for the error made in creating your accountThe error was, of course, unintentionalThe credit rating assigned to your account does not reflect your actual credit score or credit rating, and was not reported to any credit agencyThe internal error would have had no effect on your ability to obtain consumer creditThat error has been fixed in our system, the activation fee you were charged has been refunded, and we have provided a free month of service as an accommodationWe apologize that you had trouble finding the right person at NorthStar who could attend to this situationWe understand it can be frustrating when a customer finds him or herself in the situation you did, having to explain what happened to two or three different customer care representatives Warm regards, NorthStar Alarm Services, LLC

Ms***, While we are disheartened that you are dissatisfied with NorthStar, your account records demonstrate you agreed to a month contract on May 13, Although you do not remember doing so, we have detailed records of your contacts with our employeesPerhaps if you contacted our customer care or retention department we could discuss ways to improve your experience with NorthStar, but that discussion should occur outside the forum provided by the Revdex.comBest regards, NorthStar Alarm Services, LLC

Complaint: [redacted] I am rejecting this response because: my complaint is not receiving due attention, in my opinion No one from the Compliance Department of North Star Alarm has made any attempt to interview my brother and I as to the circumstances of the signing of the contract in August They have stated their sales representative has been contacted for his version of events Why haven't we been contacted? North Star seems to be arbitrarily deciding we are lying about being given days to cancel the contract Is that fair when we have not even been given the chance to state our case? Is it so inconceivable that your representative mistakenly stated days instead of 3? Believe me, if I wasn't so convinced on the matter I would have gracefully discontinued my efforts by now However, I know we were given days North Star reps approached us initially and were told we were not interested The next week, they returned asking us to be a model home for this area as they were not having much success They promised a free installation and days to review your service Many businesses in their efforts to provide great customer service have the motto "the customer is always right" I would be happy for a "customer may be right" attitude at this point I am very disappointed in the customer service I have received from North Star Alarm There is nothing wrong with the systemWe decided we did not need this service and would like to be given the courtesy of believing we were given days to cancel, we called within days, and so the service should be voided with no further monetary obligations 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] Why didn,t they do this when I tried to talk to them earlier? They got snotty on phone.Irritating me! Ally was a professional, I thank her very much for this adjustement.I wish she would Remove the year contract and make it a 2/year contract Never sign a year contract period!

Complaint: [redacted] I am rejecting this response because:I appreciate the tone of Northstar's offer but I do not think it goes far enoughMy records show that I was charged and paid $per month from October through May As stated in my initial submission, the company failed to fulfill any of the promises made, and consequently, I made total payments of $for inadequate servicesI request to be made completely whole and submit the following counter-offer:in addition to the offer made, I request refund of all monies paid to dateSince I am holding a Northstar check made payable to me in the amount of $671.50, I will cash this check and immediately submit a check payable to Northstar for the net amount of $134.70.With the approval of this counter-offer, I will consider this matter to be closed.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: this does not offer any resolutionI have contacted he billing company and was referred back to the company that holds the contractThis runnaround is exactly why the relationship needs to be severedPlease provide resolution, as this has been no help and a waste of time Sincerely, [redacted]

Ms [redacted] ,We are sorry to hear you wish to cancel your NorthStar service because of the problems you have experienced with your systemUpon reviewing your account we show that you spoke with two representatives from our company yesterdayThe first was when you called in to discuss the past due balance on your account, after that payment was processed you were transferred over to our technical support and they were able to set up an in home visit from one of our field technicians to resolve the problem that you are having at no additional cost to youWarm regards,NorthStar Alarm Services, LLC

Mr [redacted] , We are sorry to hear about the confusion regarding the amount owed to cancel the accountIn section of your agreement it states that you agree to pay the Monthly Service Fee for the term of the agreement as outlined in section which verifies the length as months which you initialled to confirm as the correct lengthIf you were to pay the remaining balance on the account it would be a total of $1,However, in an effert to resolve the confusion regarding what is owed, NorthStar will accept a one time payment of $to satisfy the account and cancel the remainder of the agreementYou can make that payment via phone with our billing department or by mailing in a checkOnce the payment has been made the account will be cancelled with a zero balance and you will be under no further obligation to NorthStarWarm Regards, NorthStar Alarm LLC,

Ms [redacted] , NorthStar received the documents requested, and I have authorized a credit to your account back to February, We are sorry for your lossWarm regards, NorthStar Alarm Services, LLC