NorthStar Alarm Services, LLC

Dear Mr. [redacted] , I would like to apologize for the delay in your refund. I have refunded everything you paid to NorthStar, information below. Response Description : APPROVED Date Time : 9/15/2015 2:30:35 PM PDT Merchant... ID: [redacted] Transaction Type: eCheck Credit Total Amount $: [redacted] Name: [redacted] Response Type: A APPROVED Response Code: APPROVED A01 Authorization Code: [redacted] Last 4 digits of Acct#: *** Check Number: 001 Entered by: [redacted] Trace Number: [redacted] Please let me know if you have any further questions. Sincerely, Melanie J [redacted] NorthStar Alarm

Mr [redacted] , We are sorry to hear about your desire to cancel your service with NorthStar We were able to review your account regarding your written request as well as the conversation that you had with one of our cancellation specialistsThey explained to you at that time that your current monitoring agreement with NorthStar does not end until November of You originally became a NorthStar customer in May of at which time you signed an agreement for months in length to gaurantee that your rate would not increase during that timeIf you are wanting to cancel your account during that inital agreement period you would be responsible to pay the early termination fee in order to cancel out the account I would be happy to have someone contact you in order to go over that amount, or to review your account in regards to the reason you are wanting to cancelI am not currently showing that you have previously mentioned any concerns or problems with your systemWarm Regards, NorthStar Alarm 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, [redacted] ***i do believe that this company tricked me . This company basically stole money from me for 2 years and they should pay it back. I am eating my options for a law suit

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Again I was miss-informed and told; this was a system check NOT a agreement Also let me here the tape of m confirming the agreement, you will here me ask about my day trial period for the video door bell.You all (NorthSrar) swindled me in another contract with my knowledge.I do not Want your service, your un-trustworthy

Ms. [redacted] , You account was cancelled May 22, 2017 and you will only be billed through that date. Best regards, NorthStar Alarm Services, LLC

Complaint: [redacted] I am rejecting this response because: If I did speak with a manager, I was not made aware of itEvery time, I was specifically told that managers were not available to speak with me, only supervisorsI have called many times and have tried to explain what is wrong with the systemIn addition, many reps or supervisors were very robotic and didn't really care as to what was going on with my situation, but were certain that I could not cancel and seemed more concerned about thatDuring the phone call with Spencer, I was told what to say, but was not told by spencer about the month contract, which makes a difference; during the call, spencer and my husband were speaking as well as my son was speaking and running around all in from of my, and I was distracted and was really just wanting to get off of the phone because it was late and it was dinner time! Therefore I was not understanding and or not aware about the month contactB of the day cancellation fee because before spencer left, he left his phone number and a paper to which he did not explain about the moth contract or the day cancellation feeI had no recollectionof half of what was asked of me and said during that call which is why I requested the call Once again, as I've mentioned many times, the system that you sold us we were told was going to work one way, and it has not worked that wayTherefore, because the system is not working the way we were told it would, not how I'm expecting it to, but how it's supposed to work and it's not, I feel that we were bamboozled and therefore am asking that the contract be cancelled with no feeTo be clear, we were told that the process of how the alarm would go off would be a certain way; it would do a second countdown and that doesn't happenMaybe once it happened which is so random proving that the system is faultyWewere told that we'd be contacted through the systems intercom if the alarm goes off after the countdown and that has maybe happened onceInstead, we get a call from northstar, because the alarm does no countdown but just goes off due to your system not working how we were told it would, which is frustrating and an entire process that I hate going through especially having a toddler to look afterWe feel more scared of the alarm system than we do of getting robbed because should we not answer the phone, which had happened to me, the police will be called and potential fees will be chargedNo one should have to go through that almost every time they open the door! I don't want anymore northstar reps in my home and I don't feel I should have to go through a "repair" tech already when we just got the system! No one should have to go through this which is why I feel that you bamboozled us into getting a faulty system and that the contract should be cancelled with no fee because of these reasonsYour customer service is awful and you clearly don't care about your customersYour sales rep was pushy, and deceptive, and liedTo avoid not having northstar call us everyone we open the door, because your system doesn't work, we simply don't use itSo you northstar have a customer that is paying for something they don't use and you don't care about it! Sincerely, [redacted]

Dear MsW [redacted] , I am sorry for any misunderstandings that may have taken placeNorthStar will agree to cancel your account and refund the money paidA technician will contact you within the next hours to schedule a time to remove the equipmentOnce the equipment has been removed all money paid will be refundedPlease let me know if you have any further questionsSincerely, ?Melanie J [redacted] Customer Care Manager, NorthStar Homep: [redacted] | f: [redacted] e: [redacted] @northstaralarm.com | w:www.northstarhome.com |

Ms [redacted] , Safe Security instructing you to file a complaint with the Revdex.com to resolve the issue they caused for you is inappropriateTheir sales person should not have set you up with a new service without verifying the amount still owing to your prior alarm companyWe are very sorry to hear that you have chosen to switch security providersHowever, your contract with NorthStar does not end until October of We would be happy to reinstall your NorthStar system at no cost to you, and to take action against the individual at Safe Security who put you in this predicamentYou should never have been duped into switching providers during your existing contractSales agents in this industry are trained never to put customers in this situationIf you would please send us the name of the individual at Safe Security who did this to you, we will take appropriate actionIn the meantime, if Safe Security does not pay the remaining balance on your NorthStar account, they should have the decency to arrange to remove their system and refund any amounts you have paid to them Warm regards, NorthStar Alarm Services, LLC

Mr***, We are sorry to hear that you wish to have your account with NorthStar cancelledAs a long term customer we do have the ability to provide you with a completely new system in your new home through our upgrade program If you are wishing to have the account cancelled we are showing that you have spoken with one of our account managers before in regards to that requestWe are showing that the person who purchased your home was in the process of potentially taking over the account and placing it into their name, however we are showing that was never completed so the account has remained in your nameThe service has remained on and active and that is the reason that you continue to be charged It is not up to NorthStar to ensure that the new owner of your home takes over the account that is something that you would be responsible for confirming, as such they would also be the person to speak with about paying for a system while they lived in the homeCurrently we are showing that your account is past due for the month of November due to a stop paymentIn order to resolve the issue if you would send in a written notice of cancellation we will go ahead and approve the cancellation of your account and credit off the past due amount that is owedYou can send that in either by mail, or via email to [email protected] regards, NorthStar Alarm 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 meSincerely, [redacted]

Mr [redacted] ,NorthStar is sorry to hear that you felt misled during the sales processNorthStar uses certain checks and balances to try and eliminate this from happeningFor example we use a verbal welcome call where we ask if you understand the NorthStar is a competitor to your current alarm companyWe are unsure where the miscommunication came, but will be willing to cancel your account and refund you the months of service in which you will be paid, back to your bank accountWe will also be sending you a shipping label for the equipment we installed in your homePlease allow 7-days for these actions to be processedSincerely,NorthStar

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 I will pay the $ [redacted] to cancel my contractAlso if you could please email me something stating the agreementI do not want a surprise on my credit report Sincerely, [redacted] ***

We would gladly transfer the system to the new addressPlease contact our customer care department and we will gladly get that arranged with no fee Sincerely,NorthStar Alarm

Mrs [redacted] ,I was able to review your complaint in regards to the miscommunication regarding your monthly rate with NorthStar Before any customer is installed with NorthStar they must first sign a written agreement and then also complete a telephonic survey I was able locate your paperwork which verifies the Monthly Monitoring Fee of $ This is again verified during the survey where the NorthStar representative verifies the rate as $to which you responded that was correct I have attached both the paperwork and the phone call for you to review.I am showing that NorthStar has already credited your account for the past due amount because of the confusionHowever, the cancellation of the account is not warranted as the information was verified twice before the system was installed in your homeIf you have any further questions or concerns please feel free to let me know and I would be happy to further assistBest regards, Aaron

[redacted] , I understand that previously with Vision Security that you were paying $ [redacted] a month as it was stated on your agreement Also in that agreement it stated that amount may have applicable taxes which were never added to your account Your account was supposed to have been charged tax since the day it was set up but was not When NorthStar purchased Vision the billing error regarding the taxes was corrected However, because of the confusion I have adjusted your monthly rate so that it is the $ [redacted] after taxes are charged NorthStar has no control over if an account is to be charged tax that is something that is determined by where you live and state tax ratesI am more than happy to credit your account the appropriate amount of money that you were charged for the taxes with out your knowledge and that will go towards your monthly rate in February The amount is $ [redacted] which will make your February bill only $***If you have any other questions or concerns please feel free to let me know If you would like a copy of your agreement to review I would be more than happy to provide you with oneBest regards, Aaron C***Customer Care Supervisor, NorthStar Homep:###-###-#### | f:###-###-####

Complaint: [redacted] I am rejecting this response because: Your response is not entirely correct The only reason I upgraded in April was because I was offered it but in order to do so I would have to extend my contract to get the rate that was being offered Also, I was told time and time again that a tech was not available because of the holiday weekend and most likely it could not happen I was asked but also told don't count on a tech being available I also have phone records showing I called between 10/and 11/leaving messages for a call back, in which case I never did I also have phone records that reflects long calls, which consisted of holding I was also informed I could file a complaint with upper management and someone would call me directly from upper management to discuss my concerns, I still have not received a call At this point I would like to discuss my account over the phone, therfeore I would like a phone call Also, just recently my alarm has been triggering chimes of entering thru the laundry door, this started on Monday, I have not called because I haven't had the time as I know when contacting tech support it includes long hold times Sincerely, [redacted] ***

Mr***, I am sorry to hear that you are wanting to discontinue your service with NorthStarI was able to review the information that you provided as well as review our records on your accountAfter review we have gone ahead and authorized the cancellation request that you madeYou are under no further obligation to NorthStar and your account balance is $If you have any further questions or concerns please feel free to let me know and I would be happy to further assist youBest regards, -- Aaron

Mr [redacted] , We reviewed the notes on the account, and after further review we noticed an offer to cancel your agreement with a buyout of half of what you would be owed by the agreementTherefore, the original buyout is $, but we would be glad to settle this for $Sincerely, NorthStar

Complaint: [redacted] I am rejecting this response because: The salesman gave me informationThe salesman stayed that I had says to cancel and that the trial period didn't start until the next business dayThe call logs you have shows that there was contact on the 7thThis was said to me by a general manager and a salesman as both of them gave me the pitchIf it was only says then they said just to lock me in knowing that I would not be satisfiedAs per the flaws in the system .They are thereOnly half of my home is secured but I am paying full priceThis has been a terrible experience and I am hoping that this can be corrected and the questionable business practices can be improved I now understand why they have been ignoring my calls .Because they have me a date that was not truthful 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. I'm not happy with the repair response time, but I do appreciate the $25 credit to my account. I believe that is fair compensation. I do suggest that you make some improvements to your repair response time in the future. There is a reason that I have purchased an alarm system. It is to protect my home 24 hours a day. When it fails, my home is not being protected with the service that you provide. A quicker response to all of your customers would help all of us who pay for your service. Sincerely, [redacted]