Burglar Alarm Systems
NorthStar Alarm Services, LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for NorthStar Alarm Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 115 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/20/2023
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Starting over 3 years ago I tired to cancel this service due to non working equipment I filled out there on line cancellation form several times however when I got to the submit button it would not let me go any further I disconnected the cameras and removed the thermostat and alarm box and boxed it all up I have sent e mail after e mail only to have them returned stating they where unable to deliver. After canceling autopay to this company I received a phone call, I spoke to a woman at the company two years ago and told her I had tried several times to cancel service on line and that I wanted to cancel service service had not been connected for over a year. I was told I would have to pay a 300 cancellation charge plus a years worth of monthly payments for a service that was not even operational. I told her no. Now I am receiving threatening phone calls that I owe them $2500 now or they’re going to come after me legally I have not use this service in over three years and I do not intend on paying them because the service was never fixed or working correctly. I’ve had them for several years since 2013 I believe and it was at first a good service, however, since 2013, the service was nonexistent. yet I continue to pay for it until 2020 now they are demanding $2500 oh, you’re going to go after me in the court of lawInitial Complaint
Date:07/11/2023
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In November 2022, I received a letter from NorthStar Alarm Services notifying me that the servicing and billing of my account was being transferred to ***. So, the next month I called *** and explained to them that I received a letter stating that my account was transferred to *** and they told me that *** bought out NorthStar and my account was transferred over to ***. We set up a date for December 21, 2022, for them to come out to my home and install the new equipment.
Called NorthStar (can't remember why), and first they told me that my account was never transferred to ***. I told them that I have a letter stating that my account was in fact transferred to ***. They said that the letter was a mistake. At this point, *** had already come out and installed the equipment. I asked the person if they could call *** and resolve the issue. He told me no, that I would have to call.
I went back and forth for months between the two companies about my account. They both kept telling me that they would call me back and never did. They also told me that they would not contact each other about this situation. On December 23, 2022, *** began to bill me for the installment of the equipment, $308.33. On January 4 and February 3, 2023, NorthStar withdrew from my bank account for the last time, $59.39 for each month. I contacted both companies and explained that I was being billed by them both. I was told by NorthStar my account was sold back to NorthStar from *** on February 13, 2023. I was never informed of this, and if that is the case, why did NorthStar keep billing me in January and February, then stopped withdrawing the bill from my account in February? They are saying that I am on contract with them still until 2026 and are billing me. NorthStar says that I owe them $341.95.
This all started with a letter stating that my account was being transferred over to ***.
I have tried for months to resolve this issue with NorthStar.Initial Complaint
Date:05/12/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December of 2021 I called Northstar to find out how much longer I had on my contract. They told me it was up around Aug of *************************************************************************************************** writing. They did not tell me I had to write them within 60 days or it would auto renew. I knew it would auto renew, that part of the contract I remember. I also told them I did not have the contract which was why I was calling. I contacted them again in June. The date was 6/23/22 to be exact. They told me that I had to put in writing that I wanted to cancel. They told me then I had to write it within 60 days. They also told me that sometimes they would honor it if it was under the 60 days. I wrote the letter and sent it on 6/24. Today I called to find out when it would be canceled to find out they are going to keep charging me until Feb of ****. I was told today that the contract renewed on 8/22/22. Notice this is the first time I was given an exact date. So that means if I got the letter out on 6/23 that would be exactly 60 days but because I sent it on 6/24, that was 59 days and they would not cancel. Also when I told them I was canceling because they do not keep up with their equipment, they told me I could sign a new 3 year contract and get new equipment. All I want to do is end this contract. I have already disconnected everything!Business Response
Date: 05/21/2023
****************,
You stated in your complaint you were unaware of the cancellation process. However, Section 1.1 of your contract with NorthStar reads, THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMSUNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM. The contract is attached for your reference, and that provision is initialed by you.
On 11/2021 you called in requesting to know your contract end date. Our retention agent informed you of your contract end date and of upgrades for your system. You stated you were interested and would get back to the agent the next day with a decision.
On 6/23/2022 you contacted our cancellation team regarding cancellation. Our agent advised you to send in a written notice of cancellation but also informed you that you did not meet the 60-day deadline and had entered into an auto-renewal contract. You sent an email requesting cancellation. Per the agreement, NorthStar requires a signed written notice for cancellation.
On 6/24/2022 you sent an email with an attached written and signed cancellation notice.
Since you submitted your notice of cancellation after the 60-day window I cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $412.00.
Once payment has been completed the account will close effective immediately. Please contact our customer care department to process the final payment.
Best,
NorthStar HomeCustomer Answer
Date: 05/21/2023
Complaint: 20053238
I am rejecting this response because:I was never told the actual date just the month. If I knew the actual date I would have sent the termination letter that day which wouldve been 60 days exactly. It was 59 days and you are only willing to give me one month off for early termination? This is not fair. I told every agent I did not have the contract and was expecting them to give me all the information honestly and accurately. I want to be charged no more and you want $412. Your system is not online and your system does not even notify my of potential bad weather like they said it would. Your system doesnt even reach out if parts are not online. I have had other companies that at least cared if everything was working correctly. Your company just wants money. Since you have already had money longer than the original contract, again I am asking this contract to end with no additional cost.
Sincerely,
*****************************Business Response
Date: 05/23/2023
****************,
During the sale and installation process, our agents perform a welcome call. During this call, they verify you understand the terms and agreements of your contract in addition to confirming you have been provided a copy. Furthermore, I show no record on your account stating you requested a copy of your contract, beyond receiving it during the initial onboarding process. Our agents provided all the requested information.
We care deeply about any system issues you are experiencing. During the initial walkthrough of the system, both the installation technician and onboarding agent instruct customers to do monthly testing to ensure the system is operational. This along with severe system alerts aid the upkeep of the system. I show correspondence received from you on 4/26/2019 and 5/24/2019 regarding your system, both of which were addressed and resolved. No further correspondence has been received. We are more than happy to send a service technician to your home to address the issues you are experiencing.
Our offer of a reduced early termination fee still stands should you continue with cancellation. Once payment has been completed the account will close effective immediately. Please contact our customer care department to process the final payment.
Best,
NorthStar HomeInitial Complaint
Date:04/24/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
North star equipment was installed on a home that I moved into so I called to get service for an alarm system. Once I called initially they were helpful and told me to sign a contract so that I could get setup (simple enough I thought). I informed the company that the system was currently not working but that I wanted to get the service if they could get it working. They of course responded stating that once I signed the contract they would send a technician out and that it would work. To this day it doesn't work nor have I ever been able to use the alarm system for anything (not even once). They have now sent me to collections for $1100.00 stating I have failed to pay. I have never not paid anything down to a doctors ***** ******* I feel cheated by this company and I will not pay for a service that I have never received. I called and have tried numerous attempts to the point that I am beyond angry because they refuse to do anything other than tell me my account is delinquent. I feel lied to... it's like buying a car and never receiving anything other than the bill. Please help.Business Response
Date: 04/30/2023
******************,
We are sorry to hear about your poor experience with NorthStar. I show you took over the account on 3/1/2022. Our account manager spoke with you that day regarding upgrades for the system which you declined due to renting the property and not wanting to sign an extension at the time. He advised you to speak with our tech support to begin getting the system operational since it had been abandoned by the previous owner.
On 4/6/2022 you called in asking for cancellation information. You stated that you had bought a home DIY system and wanted to cancel the account.
On 4/13/2022 our tech support agent reached out to you regarding the system. They tried getting a service appointment set up for you so we could get the system operational, however, you declined this service.
NorthStar has demonstrated we are committed to having your system functioning and are always willing to assist. We are happy to continue to assist you with your account and system once the past due amount has been paid.
Best,
NorthStar HomeCustomer Answer
Date: 04/30/2023
Complaint: 19973898
I am rejecting this response because:
This information is inaccurate as I called several times to get this issue resolved and I only declined yalls offer because you had already ignored my service request several times and I do not and did not have faith in it being resolved. This is your company and to state someone owes over a thousand dollars when I was never able to use it is bogus. You need to speak to upper management and come down on the balance or offer something that would be fair considering I was never able to use your devices or service at all.
Sincerely,
*******************************Business Response
Date: 05/04/2023
******************,
We have provided all correspondence received. In addition, our agents reached out several times regarding the past due balance and system information. Our agents were either unable to reach you or spoken to in a less than kind manner. At this time your account has gone to collections and is past the point of negotiation.
NorthStar has demonstrated we are committed to having your system functioning and are always willing to assist. We are happy to continue to assist you with your account and system once the past-due amount has been paid.
Best,
NorthStar HomeInitial Complaint
Date:04/19/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
have had North Star Alarm system for 9 years. They recently sold the company to ADT. Now my alarm system is obsolete and the towers are no longer working. So I am told need to start a 3 year contract with ADT and get a system that links me to ADT services with a monthly bill of over ******. I believe my Northstar account contract is expired. ADT tells me they cannot see when it expired. Im planning on stopping payment, due to me having an obsolete system. Thank You.Business Response
Date: 04/24/2023
I'm sorry. Your account has been transitioned to ADT. Please contact ADT to handle your billing and service requests.
Best,
NorthStar Home
Customer Answer
Date: 04/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* **********Initial Complaint
Date:03/19/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last year, NorthStar Alarm updated their equipment, rendering all existing equipment obsolete, informing me that I needed a new system installed in order to maintain service. I was planning on cancelling my service, so I never upgraded, and have been without alarm service since. I called in August of 2022 to cancel my account. I was told that I couldn't cancel by phone; I needed to write my cancellation on a piece of paper, take a picture of the paper, and send it by email, and they would contact me if I did it right. And as soon as I cancelled, I would be responsible for the remainder of my contract immediately. My contract did not expire until April 15, 2023, so this would have been hundreds of dollars at once. So I let them deduct ***** a month to fulfill my contract. On February 23, 2023 I sent my cancellation letter by iPhone; no response. On March 2nd I sent the picture by my computer; again, no response. I mailed the cancellation letter to an address in ****, ****. I was finally contacted back saying I was too late. My 18 month contract had already been automatically renewed on February 15, making me now responsibe for ****** total for an alarm system that has no been functional for approximately a year. Please help me get out of this contract. Thank you.Business Response
Date: 03/28/2023
****************,
I am in writing in response to your filed complaint and have reviewed your account.
You stated in your complaint you were unaware of the auto-renewal and cancellation process. However, Section 1.1 of your contract with NorthStar reads, THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMSUNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM.
I show you signed your agreement on 10/1/2012 for 60 months. Per the contract your agreement auto-renewed for 18 months consecutively. You're last auto-renewal processed on 4/1/2022. We did not receive any cancellation information from you until you called on 7/21/2022 and spoke with one of our agents. Our agent sent you the notice of cancellation instructions via email.
I show we received your notice of cancellation on 3/2/2023 which will cancel your account at the end of your current term, 9/30/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $176.00. Once payment has been completed the account will close effective immediately.
Best,
NorthStar HomeCustomer Answer
Date: 04/02/2023
Complaint: 19620452
I am rejecting this response because: The system installed is no longer functional.
Sincerely,
***********************Business Response
Date: 04/19/2023
******************,
We are more than happy to schedule a service technician out to your home, to service your system. Please contact our customer service team and they will set up an appointment for a service technician.
Best,
NorthStar HomeInitial Complaint
Date:03/17/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been with NorthStar Alarm company since 2016 and their service is unexceptable. 2021 I called NorthStar to cancel the service and I got the runaround. Every supervisor manager I have talked to at NorthStar are very unprofessional, they talk over you, and they don't let you talk. It seems that every time I call they add 48 months to my contract! Since 2016 we did not have an upgrade to our equipment, in 2021 when I tried to cancel the service they told me that since I couldn't cancel they would come and upgrade the equipment. Today I called to find out when I needed to send my letter to cancel my service and now I am stuck with NorthStar until ****. I hope this call I made this morning didn't add another 48 months to my contract. I am at home all the time and since 2018 I have not armed my alarm. I don't need an alarm and I want out of my contract. The last letter we received from NorthStar the end date of the contract was **** and now it is ****. This company is a rip-off! Again I say they are very unprofessional and I have told everybody on my block not to get involved with NorthStar because they will find away to add 48 months to your contract with your permission. And they swear that they have your permission to add the 48 months which to me is a bunch of bull! Someone help me get out of this mess. They are a nightmare that just doesn't end because they keep adding 48 months.Business Response
Date: 03/27/2023
******************,
I write in response to your filed complaint and have reviewed your account. You stated in your complaint you were unaware of the cancellation process and questioned your end-of-contract date.
I show on 9/19/2022 you signed an addendum contract. This extended your contract in addition to providing new equipment and service to your current system.
However, Section 1.1 of your contract with NorthStar reads, THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMSUNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM.
I show we received your notice of cancellation on 12/28/2021 which will cancel your account at the end of your current term, 8/3/2028. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $2,399.00. Once payment has been completed the account will close effective immediately.
Once payment has been completed the account will close effective immediately. Please contact our customer care department to process the final payment.
Best,
NorthStar HomeInitial Complaint
Date:03/13/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called Northstar Alarm/Home Security on 12-1-22 about our alarm not working anymore. I was on the phone for over an hour with someone who was troubleshooting. Usually when our alarm had an issue we would be notified by a phone call. This stopped and when I called on 12-1-22 they didnt even have record of us having an alarm because we didnt sign up for an online account. We have been paying for an alarm monitoring service that hasnt been working since November of 2022. We have been calling back and forth and there is never any resolution for us accept wait and see. After having a technician out here 3-4-23 saying that our system isnt working and we need a new one and he said hed let me know something on 3-8-23 and I heard nothing. I called on 3-10-23 to speak with a certain person about getting credit for our account since we havent had service since November of 2022. He wasnt in and so I called again today, 3-13-23 to check with what is going on. Didnt get to talk with him but someone else who said all he could offer us was two months of credit, even though we havent had service for longer than that. We have paid each month since Nov. 2022, for absolutely NO SERVICES! Once I stated the date I first called(12-1-22) he upped it to 3 months but that was it, because that was their policy. I asked about records of last having communication with our ************************* said they would have that Also states that this credit wouldnt be good until May because Aprils payment is pending!? This has been a waste of time and money. So we said we want to cancel our service, even though we havent had any since at least November of 2022. Was sent an email, and will be sending this in, though we are a couple hundred dollars when we had absolutely no monitoring at all. If you want to be an actual good company for for customers, FIX THINGS when they dont work in a timely manner, and give credit to people who are paying you for a service, but you arent providing the services!!Business Response
Date: 03/23/2023
****************,
We are sorry to hear about your poor experience with NorthStar. We do strive to make sure all customer's systems are working appropriately. I show we offered a free technician and 3-month credit to service your system back in December, however, did not hear back from you on your decision until February. I am showing that the technician was able to resolve the system issues. If you are experiencing any further issues we are happy to review those and see if another technician visit is needed.
Best,
NorthStar HomeInitial Complaint
Date:03/03/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved from our home in the Riverside area to *******. We notified Northstar in Feb.,2022 by phone that we were moving. We again reminded them in early August and were informed we had to pay another 2 year contract because they had no record of our first call. They want over $800 dollars for an alarm system that we havn't even used. This is a common problem with this company if you read the reviews. NUMEROUS cases of these people with deceptive practices. How are they allowed to practice business in the state?Business Response
Date: 03/05/2023
****************,
I am in writing in response to your filed complaint and have reviewed your account.
You stated in your complaint you were unaware of the auto-renewal process. However, Section 1.1 of your contract with NorthStar reads, THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMSUNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM.
I show we received your notice of cancellation on 9/5/22 which will cancel your account at the end of your current term, 8/72023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $499.00. Once payment has been completed the account will close effective immediately.
Best,
NorthStar HomeCustomer Answer
Date: 03/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/06/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The alarm has been broken since July 2022- it goes off at any given time unexpectedly & alerts police, so I have to just leave it off. They will only ship an old model to replace since I told them I am not going to extend my contract and they will not send a tech to install it, only if I sign an ongoing contract to extend. I have called their customer service over 10 times to resolve, but they just want me me to fix myself. I asked to cancel since its not working & they wont send a tech to install a new unit, so I am stuck paying for an alarm system that does not work. They also sold me an emergency alert button 1 year before my contract was up in 2018, extending it for 5 more years. The sales person came to my door to sell & did not inform me that agreeing to add this alert button would extend the contract. I feel this company uses deceptive sales practices, especially on elderly people as I am 89 years old. I am now having to pay to fulfill contract to March **** just to get rid of them. We have notified the ***** ************************ about their unacceptable service resolutions and deceptive sales practices. I now have to pay them $642.11 to get out of this situation, and they are not giving me any credit to service knowing that my alarm is totally non-functional.Business Response
Date: 02/07/2023
****************,
I write in response to your recently filed complaint. You stated in your complaint that NorthStar has not provided proper customer care and service for your system. I show multiple instances where our technical support agents provided over-the-phone support and mailed new equipment for your system. As the new equipment is a simple cell chip upgrade, our agents provide over-the-phone support first so that customers do not incur any service charges, if not needed. We are more than happy to send a service technician to your home to review and service your system. Any system equipment that needs to be replaced will be provided and a system check done prior to the service technician leaving.
Should you wish to pursue this option, please let us know so we can schedule that at your earliest convenience.
Should you wish to pursue canceling the contract, you will be responsible for paying the early termination fees. Once payment has been received the account will be canceled effective immediately.
Best,
NorthStar HomeCustomer Answer
Date: 02/07/2023
Complaint: 19342670
I am rejecting this response because:
Their response didnt address any of my issues. I am aware I called MANY times to the ** reps and in the end, the alarm system was never fixed. I am also AWARE that you offered to send a tech to install, but was told this would be done only if I upgraded the system, which I am sure that will EXTEND my contact yet again (in the fine print Ill bet even if this is not clearly stated).This is not a suitable resolution, as this only proves you just want to continue to charge me for a system I am clearly not happy with.
Sincerely,
***********************Business Response
Date: 02/08/2023
****************,
As stated previously, I show our agents pursued every remedial pathway to aid in resolving your system issues, including sending a service technician, which you refused. NorthStar is committed to making sure our customer's systems are fully functional. The offer for a service technician is always open, all service fees waived, and does not include any supplemental agreement terms.
Should you wish to pursue this option, please let us know so we can schedule that at your earliest convenience.
Should you wish to pursue canceling the contract, you will be responsible for paying the early termination fees. Once payment has been received the account will be canceled effective immediately.
Best,
NorthStar HomeCustomer Answer
Date: 02/12/2023
Complaint: 19342670
I am rejecting this response because:
This company did not offer this option earlier without renewing my contract. I do not want to do business with a company that has this few morals to do business and try to scam people. Funny this option of not extending my contract with sending a technician only was offered after contacting the BBB. I will be canceling my contract, knowing I will just have to pay to get out of it. I will definitely be letting my friends and family know of my negative experience with Northstar.
Sincerely,
***********************
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