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 me. Sincerely, Katherine [redacted]

[redacted] , The information that you are referring to when you stating that there is a "listening in" section on the agreement I am not sure what section you are reviewing to find that information If you could point that out I would be more than willing to clarify any misunderstandings with that section The only time that we come through and listen on the panel is in the event that an alarm has gone off and we are attempting to make contact with someone in the home to verify if further assistance is needed Also in regards to requesting cancellation of the agreement at the end of the term we do require a day notice of a cancellation request once that is received the agreement will be cancelled at the end of the term However, if that request is received after the required days prior to the end of term the account will then be renewed per the agreement All of that information is detailed and explained on the original agreement that you signed and also were left a copy to review If you have any other questions in regards to the requested cancellation of your agreement please let me know and I would be happy to further discuss the options you have available to you while you are currently in the term of your agreementBest regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Dear Ms [redacted] ,NorthStar has reviewed your situation and we would be glad to help as best we canOnce NorthStar sells a contract to another alarm provider we have a one year grace period where we service the account and if we need to return it to NorthStar we canThat being said, because your mother's account was sold on January 14, we no longer own the contract and do not have control of the system [redacted] is the new provider and manages the agreement associated with your mother's accountAs a solution, we can sell your account on Rio Linda to [redacted] so that both accounts can be under the same monitoring service.NorthStar apologizes that we are only able to assist on one of these accounts at this timeShould you need to reach [redacted] here is their customer service number 800.290.0709.Sincerely,NorthStar Alarm

Complaint: [redacted] I am rejecting this response because: although my signature was at the bottom I did not initial the area agreeing to a month contract because I was lead to believe this part of the contract was optionalI believe someone forged my initals on your copy as the copy I have does not have initals Sincerely, [redacted] ***

Mr [redacted] ,NorhtStar has recently been in touch with you to resolve the communication issue with your cell unitWe have your account set to cancel at End of Term which is May 21, as requestedShould you have any further questions please feel free to reach out to us.Sincerely,NorthStar Alarm

Complaint: [redacted] I am rejecting this response because: I first official attempt at canceling my account was on December 15th You're cancelling my account almost two months laterThe only reason why I did reject this notice is is due to the final cancellation dateI have informed my bank that Services were cancelled December 15th I do have a dispute of transactions that I did process earlier earlier today I would just like the record to be shown that I did attempt to have my service's cancelled December 15th and not February 5th Sincerely, [redacted] **

Dear MrW***, I will let you know as soon as I receive the documentsIf may be quickest if you can scan and send them though the Revdex.com that way we can have everything in one placeSincerely, Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Mrs [redacted] , We are sorry to hear that you are wanting to cancel your service with NorthStar We were able to verify the details on your account and are showing that you have spoke with multiple supervisors as well as account managers in our customer care departmentThey have explained that based off your agreement that in order to cancel the account you would be required to pay the early termination fee However, alternatively they have offered to have one of our onsite techntians come out to the home to do a complete system inspection as well as retrain everyone on using the system Any time a customer signs up with NorthStar they are required to complete a quality assurance call which verifies that the customer understands the monthly rate as well as the length of the agreementWe would be happy to email you a copy of that completed call which verified both of those with youIn order to resolve the problems that you are having with the system we would be happy to send out a onsite technitian to complete that inspection, as well a retrain anyone on using the systemWe would also be happy to apply a credit to the account for the time that you were not able to use the service We would be happy to have the onsite technitian give you a call to schedule that inspection at a time that works best for you so that you do not have to re-arrange your schedule or anythingWarm Regards, NorthStar Alarm LLC,

Mrs [redacted] , We are sorry to hear that you have been dissatisfied in regards to your installation and service with NorthStarWe are showing that your cancellation request has been processed and a refund has been processed in regards to any payments that you were chargedIf you have any further questions in regards to your account please feel free to contact our customer care departmentWarm regards, NorthStar Alarm LLC,

Dear MrC**, I am sorry for any misunderstandings that may have taken placeTo cancel the agreement we do have to receive the request in writing and it will cancel at the end of the current termHowever, because of the situation I will accept this as your written request to cancel and I will cancel your agreement immediately Sincerely, Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Dear Ms***,NorthStar has reviewed your complaint, we have attached the contract for your reviewYou signed up on 7/24/for months and in the contract there was a renewal clause for months which happened on 10/Your account is set to end on 10/We understand that you went with a competitor in July after you had been told your account had renewedNorthStar would be glad to come to a resolution on the remaining balance owedWe would be willing to settle the account for $Your balance currently owed is $Sincerely,NorthStar

Revdex.com: I have reviewed the response made by the NorthStar business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, the response from NorthStar refers to me as"Mr [redacted] ." [redacted] is my middle nameMy full name is [redacted] **and I want to make sure there is no confusion about which contract, and which person to whom this resolution applies.Despite the "welcome calls" that the company says they made to initiate service, I do not recall getting any of themThe only signs that something was amiss was when the security signs were changed throughout my house and my yardMy neighbors noted these signs with alarm because they, too, had been approached by the sames salesman from NorthStar, and felt that he was trying to mislead them As I've stated, I was misled to believe that I was dealing with my same company, [redacted] , by being told it was an upgradeMy 94-year-old sister was present to hear the same statements from the salesman.I wish to thank you for your assistance in handling this matter, Revdex.com employees and staffI will await additional action by the company, NorthStar, and will alert you if these changes are not made Sincerely, [redacted] **

Dear Mr [redacted] , I am sorry for the misunderstandingI have cancelled your account and forgiven the payments you have not paid.Please let me know if you have any further questionsSincerely, Melanie J [redacted] NorthStar Alarm

Ms [redacted] , I have attached the addendum you signed, as well as the confirmation call confirming your understanding that you had signed a month extension in exchange for new equipmentWe are confident you will enjoy this new equipment and your continued experience with NorthStarWarm 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 me. Sincerely, Ana R***

Mrs, [redacted] , I am sorry to hear about the problems you have been having in regards to you service with NorthStar Alarm to this point. I was able to review your account in regards to the information that you provided. I am showing that the sales rep that sold you the service was... indeed an employee at the time of the sale. I am also showing that we recently spoke with you about moving the system from your previous home were it was originally installed. I see that the new homeowner was not interested in taking over the account and that we have since uninstalled the system to be moved to your new home. We just need to set up a time for that to take place. If you are not wanting to move the system you can either pay off the remaining balance on the agreement or you can have someone else take over the remaining months and we can install the system at a different location. You can arrange a time for that to take place with our tech support team and they can be reached at ###-###-#### and they will get that set up for you. If you have any other questions or concerns please feel free to let me know and I would be happy to address them for you. Best regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Mr [redacted] , The auto-renewal provision of your contract is legal and bindingOur offer to accelerate early termination of your contract in exchange for bringing your account current through September 30, remainsRegards, NorthStar Alarm Services, LLC

Dear MsR***, I am sorry about all the issues you have been having with the systemI am sorry the equipment did not work the way you were told it would A technician will contact you in hours to schedule a time to remove the equipment from your homeOnce the equipment has been removed we will cancel your agreement and refund all money paid Sincerely,Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Mr. [redacted] , We are very sorry you have experienced difficulties with your system. We have set up a time for a technician to visit your home to correct the issues and to credit your account. Please let us knkow if there is anything more we can do to ensure your NorthStar experience meets your... satisfaction. Warm regards, NorthStar Alarm Services, LLC

Mr [redacted] ,NorthStar would like to thank you for your businessAfter reviewing your account we did receive your Notice of Cancellation, and will cancel your account as requestWe apologize this was not handled differentlyPlease allow 5-business days for this cancellation to reflect your account.Sincerely,NorthStar Alarm