Complaints

This profile includes complaints for NorthStar Alarm Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NorthStar Alarm Services, LLC

  545 E University Pkwy Ste 500 Orem, UT 84097-7831

• 

  NorthStar Alarm Services, LLC

  3333 N Digital Dr , Suite 230 Lehi, UT 84043

The 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:01/23/2023

  Type:Order Issues
  Status:

  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 signed the contract in 2015. We moved in 2017. We called to ask how we would handle the service. We were told we would need to pay ****, transfer the service or have the new owners assume our loan. We moved the service in 2017. They renewed the contract. We were not aware. Our contract was set to be complete in December of 2022. We called on October 14th and were told by *********************** that we just needed to give a 60bday notice letter. He emailed us what to put in the letter. We did that and he acknowledged they received the letter. Now they are saying that if we didn't write the letter by June of 2022 then it continues on until December of 2023 or we have to pay $628.74. If they look at all the calls I made to cancel they will see I called at least a dozen times asking when I could cancel. I have wanted it cancelled for years. What I want is the contract to end December 2022 as agreed and no further service or charges be assessed. I have the email from their representative explaining it would be cancelled in 60 days and no further charges would occur.

  Business Response

  Date: 01/24/2023

  Mr. and *************, 
  
  
  I write in response to a recently filed complaint. In your complaint, you stated you were unaware of the ending contract date and requested it several times for this information. I show that on 10/14/2022, you called in and spoke to one of our agents. You stated for the first time to NorthStar that you wished to cancel your service. Our agent provided the contract end date of December of 2023 and walked you through submitting the notice of cancellation that day so that the cancellation would be received in plenty of time to cancel the account at the end of the contract. 
  
  
  I show we have received that cancellation notice. Should you wish to cancel your service immediately, please get in touch with our customer care department to pay the final invoice amount. As soon as that payment is received, your account will cancel immediately. 
  
  
  If you have any questions, don't hesitate to contact our customer care department. 
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18886741
  
  I am rejecting this response because:  We never knew the contract was a 5 year contract.  We get to eat that because we didn't get full disclosure or read any of the reviews first or any of the BBB complaints.  Had we done that, we never would have entered a contract.  That being said, the contract was restarted when we moved the service to the current address in 2017.  The contract is finished in 2022.  The email we uploaded to BBB shows that your agent told us to send in the notice. He even acknowledged that the service would be cancelled.  It was a 7 minute call on October 14th.  I can provide my phone number so you can listen to the call.  We called every so often to find out when it would end so we could be sure to cancel as we have not liked the service or used the monitoring aspect for many years.  The agent on that call informed us we would be fully cancelled in 2022 and there would be no auto renewal.  We have paid fully and on time monthly without missing a month until now because we disagree with this handling.  We do not want to pay another month or any early out of the contract.  We have paid you monthly since 2015.  Check your records.  We want the BBB to look at the evidence we have provided to see we are being taken advantage of in this instance.  I see other BBB cases with very similar stories.  This leads me to believe this is a very underhanded operation  that isn't transparent or easy to understand.  You are being bought out by ADT so it seems like it would be a fitting time to change the rules.  I believe in all honesty you should honor what your representative has said and the more than 5 years contract we have paid.  (7 to be exact)
  
  Sincerely,
  
  ***** And *******************

• Initial Complaint

  Date:01/23/2023

  Type:Order Issues
  Status:

  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 singed a contract with these people, not realizing, buried within it, was a recurring contract agreement. I am pretty sure if I knew I singing into an unending agreement I wouldn't have signed. And how many times have you paused, hired some lawyers for the sake of reading a home security or pages and pages before the use of a ********* product. It life ludicrous and shouldn't be allowed to stand in court. You trust the good faith of the entity offering the contract. Will that not stand in court? 800$ for being trusting. No Northstar service, no use of Northstar equipment. 800$ for trusting the wrong people.

  Business Response

  Date: 01/24/2023

  ****************, 
  
  
  I show your account has been canceled. Should you have any further questions, please contact our customer service. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18885794
  
  I am rejecting this response because:

   

  I want to know if I also agreed.to binding arbitration.  This really deserves a class action suit.  Raking in money off misplaced trust, with no services delivered for the cost deserves some form of retribution.  Of course the business says goodbye, you're gone.  What else would you expect them to say?  But, this is not finished.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2023

  Type:Order Issues
  Status:

  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.

  After having Northstar for the 5 year contract, I was SO thankful to be finally ridding ourselves of them because it never worked well anyway. I called in I believe ***** (I could be wrong about the exact month) 2022. I was wanting to get rid of them so badly that I had set an alarm on my phone 3 years prior to remember to call. I informed them I wanted to cancel. They said call back in July, so I did. The person I spoke to said sorry you didn't cancel soon enough, it was suppose to be 60 days in advance, so you are now on a new ************************************************************ ***** but was told to call back in July. He continued to rudely argue with me. I asked him to go back and review my phone call from ***** to prove what they had said to me. He told me he would not waste his time going back to review the phone call. I told him if he reviewed the call, he may even be able to prove me wrong, I could've misunderstood something, he said no. I was also told I would be sent a cancellation form, and that the notes said I was sent one at the last phone call, which I did not receive. I even went in and looked at junk emails, trashed emails, everything. I don't delete emails. There were none. This time though, when he sent me another one, it came immediately. I filled it out a couple months later (I was annoyed and didn't want to deal with it, plus apparently I had 16 months to do it!). I haven't used my system in many years, in fact it is unplugged at the moment. I called last week to speak with someone as well and was told **** would call me back.....no call. I just want to stop paying $70 a month for something I am not using. At this point, I am actually two months behind on payments too, but I'm working on that.

  Business Response

  Date: 01/17/2023

  ****************, 
  
  
  I write in response to your filed complaint and have reviewed your account. You stated in your complaint that you were unaware of the cancellation process and that NorthStar needed to provide adequate information. 
  
  
  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. 
  
  
  Additionally, I show you called in on 7/9/2021 and spoke with one of our agents regarding the cancellation process. Our agent provided your end-of-agreement date along with the cancellation process. Furthermore, you made another call on 4/5/2022 regarding the cancellation. Again our agents provided the information necessary to process the cancellation. 
  
  
  
  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 $901.50. 
  
  
  Once payment has been completed, the account will close, effective immediately. Please contact our customer care department to process the final payment. 
  
  
  Best, 
  NorthStar Home

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18807903
  
  I am rejecting this response because:
  

  This is more of a partial rejection because the lack of phone call (still haven't received a call back) was not addressed, and while I understand the contract, which I take responsibility for not remembering that after the 5 years, you mentioned my April call, but I am curious still if you are getting the "our agents provided the information necessary" from notes or from listening to the recording.  If the recording reveals I am right on what I was told, that is stated after my contract.  The conversation with the agent I spoke with in July should be listened too as well, as a training for him on how to not speak to people.  I will call because I am not sure how $901 is a reduction since I now have less than 12 months on my extended contract.  

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/06/2023

  Type:Order Issues
  Status:

  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 July 2021, I contacted NorthStar Alarm to cancel my account. They told me that it auto-renewed every 18 months and was not set to end until January 2023. I submitted a written letter as instructed to cancel the contract. My status was set to CANCELLED in December. I received a bill in January for February service which I should not have received. I called them and they told me my contract was not set to end until July 2024 which means they renewed it in January 2023 after my status was set to cancelled. To end it immediately, I had to pay $524.86 early termination. Since the last 18 month contract was supposed to expire in January of 2023 and the account status was set to cancelled, they should have NOT renewed it. The person I talked to said there was nothing he could do and said I had to pay the early termination fee to end service immediately. I requested documentation of confirmation of cancellation which I have yet to receive.

  Business Response

  Date: 01/09/2023

  Mr. *****, 
  
  
  I am showing your account is canceled.
  
  
  Best, 
  NorthStar home 

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  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 had our security system for our church and our home with north star. ADT purchased Northstar. We have contacted both companies because there are sensors not working, the alarm will go off by itself, the police are not called whenever our home alarm goes off, and we have malfunctioning motion sensors. We contacted ADT and were transferred to numerous individuals with no answers, and the problem has not been resolved. The alarm system is useless in reality because it is not working correctly. We have had no luck in getting ahold of anyone to help. This is after numerous attempts.

  Business Response

  Date: 01/01/2023

   

   

  Northstar Security
  545 ***********************
  Suite 500
  ****, ** 84097

  Please forward to the correct company.

  Business Response

  Date: 01/09/2023

  ************************, 
  
  
  I write in response to your recently filed complaint. In your complaint, you stated you have contacted NorthStar several times and have been unable to reach anyone. Our records show we spoke with you on 12/20/22, however, you did not mention any issues with your systems. We are happy to work with you to schedule a service technician to come to review your system and repair any system issues. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  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 am a senior citizen on a fixed income. I called Northstar summer 2022. Let them know, I wanted to cancel service. I waited until contract was up December 2022. I was not advised that I had to give 60 day notice to cancel. Now, they are telling me I have to pay a little over $700 to cancel. AGAIN, I AM ON A FIXED INCOME. My SOCIAL SECURITY CHECK WILL NOT ALLOW ME TO DO THIS. THEY SHOULD NOT BE ABLE TO TAKE ADVANTAGE OF SENIOR CITIZENS THIS WAY. PLEASE HELP ME.

  Business Response

  Date: 01/09/2023

  Ms. *****, 
  
  
  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. However, Section 1.1 of your contract with NorthStar reads, “…THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMS…UNLESS 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.
  
  
  I am not showing we have received your cancellation letter. However, given the situation, I am authorized to reduce your early termination penalty to $699.00. 
  
  
  Once payment has been completed the account will close effective immediately. Please contact our customer care department to process the final payment. 
  
  
  Should you wish to continue with services, our agents are happy to review the agreement terms and review options to lower the monthly price. 
  
  
  Best, 
  NorthStar Home

  Customer Answer

  Date: 01/18/2023

  I filed a previous complaint but I had help to file. I am senior citizen and didn't know how to reply to it. My daughter is helping me. Below is my previous complaint. I advised Northstar, that I didn't want to continue my service after it was over in December 2022. I knew nothing of sending them something in writing. Now, they are saying I have to pay $699 to break a contract that was not authorized to be renewed. That is pretty much my whole social security check for the month. I want able to buy the necessary things, I need to survive by giving them $699. I just can't. I am 72 yes old and need HELP. I am a senior citizen on a fixed income. I called Northstar summer 2022. Let them know, I wanted to cancel service. I waited until contract was up December 2022. I was not advised that I had to give 60 day notice to cancel. Now, they are telling me I have to pay a little over $700 to cancel. AGAIN, I AM ON A FIXED INCOME. My SOCIAL SECURITY CHECK WILL NOT ALLOW ME TO DO THIS. THEY SHOULD NOT BE ABLE TO TAKE ADVANTAGE OF SENIOR CITIZENS THIS WAY. PLEASE HELP ME.

  Business Response

  Date: 01/18/2023

  **************, 
  
  
  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. A copy of the contract was provided previously.
  
  
  We have received your written notice of cancellation letter. I show you called in on 10/14/2021 inquiring about the cancellation. Our agents provided you with the cancellation details. We understand this has become a financial burden and are happy to help, which is why we offered a lowered cancellation rate of $699. 
  
  
  
  Best, 
  
  
  NorthStar Home

• Initial Complaint

  Date:12/01/2022

  Type:Billing Issues
  Status:

  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.

  Around July, 2020, Northstar Alarm was informed that we had purchased another home and we would be moving. Once we moved into our home, we had contacted Northstar Alarm to come and set up the system in our new home. We were told that a service technician would contact us and schedule an appointment. Weeks went by, as we had forgotten all about it until we had seen a bill on our statement. We had called Northstar and they had said that would set up an appt with a technician and they would get a hold of us. Over a month went by, and another bill appeared on our bank statement. At this point, I am convinced that Northstar does not care about their customers, just the money the get from them. Northstar is, therefore, untrustworthy. They knew that service was not active, yet they continued to bill us. I have contacted Northstar on several occasions over the past 27 months. It has been one excuse after another. The main one was that I needed to talk to a Supervisor and one is not available. But one will call you. I did not want to withhold payment due to the possibility of it going to collections. 27 months@$65 is $1755. I have given them $1755 for absolutely no service and horrible customer service. I finally spoke to ****** (I didn't get his last name). He claimed to be a Supervisor. There are three ways to resolve this: 1) Have Northstar come out and finally set up their system (which over the 27 months, they have ignored), 2) Get another security company to take over there contract, buying them out or 3) Pay them the remaining balance of 17 months and they will let me out of there contract. ****** claims that Northstar didn't violate any part of their contract, even though they continued to charge me for a service that they didn't provide. He was able to look at the call logs and seen that I had called several times. I asked for a credit of 27 months to go towards my remaining balance, and they can keep the rest. He said no, claiming that the contract was still valid.

  Business Response

  Date: 12/02/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. In your complaint you stated you moved in July 2020, however, our records show you did not contact us regarding moving until 4/12/2021. Our agent reviewed the move and cancellation options per your request. You stated to our agent during this phone call that you would have your wife call back in at a later date to discuss the decision you made regarding your account. I show you did not contact NorthStar again until 8/16/2022. Again our agent explained move and cancellation options. Because you did not properly notify us of the move or to schedule the re-installation, NorthStar has fulfilled our portion of the agreement.
  
  
  We are more than happy to issue a 6-month credit and set up a service technician to come to your home to re-install the system at your new residence. Should you wish to cancel immediately, you will be responsible for paying an early termination fee. 
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18491333
  
  I am rejecting this response because:
  

  Your notes are not entirely accurate. I contacted Northstar in August of 2020, shortly after we moved into our new home. I also called several more times, including the times you mentioned. As for the decision making part, we decided right away (August of 2020) to keep the system. We had no reason to stop the service, especially when you consider that Northstar would make us pay for the rest of our contract. That doesnt make any sense. Furthermore, a 6 month credit does not make up for 27 months that I was charged for. Northstar is suppose to monitor my account. Northstar neglected their contractual duties for over 2 years. We were ignored by a company that's sole purpose is to keep people safe. There is absolutely no reason why I would ever trust you with my family. Northstar has a long history of deceiving their customers, especially when it comes to the contract... ie auto renewing contracts without customer approval.
  

  Sincerely,
  
  *********************

  Business Response

  Date: 12/09/2022

  ****************, 
  
  
  We have no further communication records than what has been stated. Should you have additional documentation showing you contact NorthStar other than what has been recorded please submit it for review. 
  
  
  Because you did not properly notify us, NorthStar has fulfilled our end portion of the agreement.
  
  
  We are more than happy to issue a 6-month credit and set up a service technician to come to your home to re-install the system at your new residence. Should you wish to cancel immediately, you will be responsible for paying an early termination fee. 
  
  
  
  Best, 
  
  
  
  NorthStar Home 

• Initial Complaint

  Date:11/14/2022

  Type:Order Issues
  Status:

  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.

  Ive had many issue with north-star shady service from the installers coming to my house but most recently I sold my house in march of 2022 and I wanted to cancel my subscription witch I knew ended in September of 2022 so I sent a notice of cancellation with copy of my military orders for a proof. Well come September Im still getting charged for there service mins you I dont even have there system in my new house. So I contact them and I found out they said that they must of not got my cancellation and since my contract was about to end it auto renews for 18 more months. Also they had sold my contract now over to ADT witch wont be able to help until its finalized of nov 14th 2022

  Business Response

  Date: 11/15/2022

  ********************, 

   

  You account is in the process of transitioning to ADT and you should be receiving a letter from them shortly. Please refer to the information in that letter to contact ADT to handle your billing and service requests beginning Monday, November 14th.

   

  Best, 

   

  NorthStar Home 

• Initial Complaint

  Date:11/06/2022

  Type:Service or Repair Issues
  Status:

  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.

  To whom my concern,sign contract 8/19/2019 Northstar { saleperson *********************** } over past years had equipment failure etc. Nevertheless, July 9 2022 equipment stop working due to discontinue control panel item.BBB have no service still paying monthly payments from July 2022.Please help! Need arbitration on this Northstar alarm services situation.Also, July 20,2022 no call back on this matter.I am responsible for contract.Northstar home responsibie for alarm service.Wow wow paying contract bill ever mouth from date with no services wow! Again help me BBB. Please help>>> acct number ********* [ item Lyric controller panel LCP 500L honeywell ]

  Business Response

  Date: 11/09/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you have spoken with our tech support agents several times, and they have offered several solutions. Ultimately, you refused to further troubleshoot with our agents making it hard to resolve the panel issues. 
  
  
  We are happy to schedule a service technician to your home to service your system. Please contact our customer care agents to schedule a service appointment. 
  
  
  Best,
  
  
  NorthStar Home 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18366765
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** solutions sign new contract on a Discontinue control panel equipment I am rejecting response also, northstar what happen management call back  wow help me BBB ( company have many  Surprises responseing back) 

  Customer Answer

  Date: 11/09/2022

  Need new panel equipment without a  new contract also, no service charges for installation etc...thank you nevertheless, like  have credit amount for no alarm service from 8/19/22 P.S I have 3 mouths left under contract with North star 

  Business Response

  Date: 11/15/2022

  ****************, 
  
  I write in response to your recently filed complaint and have reviewed your account. I show you have spoken with our tech support agents several times, and they have offered several solutions. Ultimately, you refused to further troubleshoot with our agents making it hard to resolve the panel issues. 
  
  We are happy to schedule a service technician to your home to service your system. Please contact our customer care agents to schedule a service appointment. 
  
  Best,
  
  NorthStar Home 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18366765
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** solution signing new  contract no no that's not good enough please don't hesitate call me with a better offer. Northstar, I HAVE NO SERVICE YOUR RESPONSE CALL TECH SUPPORT WOW ..REMEMBER THIS CONTRACT PAID ON TIME EVER MOUTH...once again control panel equipment Discontinue Arbitration please 

• Initial Complaint

  Date:11/01/2022

  Type:Order Issues
  Status:

  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.

  My contract will finish on 6/14/2022, my agent and I start to contact them in Jan.2022, but their unprofessional customer service told us just need to contact them before the contract is finished. OK, we contacted the company in May.2022, and I was surprised to be informed that my contract was auto-renewed to 12/23/2023 since I was not informed to cancel 60 days before the contract finished. If I want to cancel now, I need to pay almost $1000.They never ever told us that and just repeat it's the rule lawful and written down in the contract. The contract was signed 3 years ago. Now it's my responsibility to pay the ************************** a one-time cancelation fee. It might be my fault for not checking each line shown in the contract, but my agent and I already contacted customer service many times, and nobody mentioned the regulation once.After I left ****** review, their feedback team contact me by phone and provided a deal that I can stop service but need to pay 2 more months' charges. I did this by phone and got confirmed service stopped immediately and will not be charged.Since Sep.2022, they keep charging me and calling me saying my contract still shows the end of Dec.2023 in the system. But the security service already STOP in Jun.2022.I tried to contact their Feedback team to figure out the issue by email, but nobody responded only their Billing team keep calling me and asking me to pay the monthly fee.But the service already STOP and the feedback team already confirmed the contract determined. I don't know how they operate their service and communicate internally.I'm really nervous and don't know how can figure out the issue with this company.

  Business Response

  Date: 11/07/2022

  ********, 
  
  
  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. 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. 
  
  
  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 $747.00. 
  
  
  Once payment has been completed the account will close effective immediately. Please contact our customer care department to process the final payment. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18343344
  
  I am rejecting this response because:your customer care supervisor already contacted me on 6/14/2022 and offered the a deal that asked me to paid 2 more months charge to stop the service. Seems you were not read whats my complaints and did actual investigate for my case and just checked the wrong account information in your system. please review your phone records.

   Just mentioned the timeline again and I accepted the deal on 6/14/2022 paid 2 more months payment plus Junes monthly fee to cancel the account. Also, your company stop the service at that moment immediately. But keep charging me monthly from Sep.2022.

  please review your phone records and cancel my account without any additional charges. In the meantime, please work with your billing team do not charge me monthly fee again. Since service already stopped over 4 months, keep changing me monthly fee is not make sense and not acceptable.

   Thank you 
  
  Sincerely,
  
  Zhibin Su

  Business Response

  Date: 11/09/2022

  ********, 
  
  
  I have reviewed the account and see that you were offered a 60-day cancellation and paid the fee. No further action is required on your part, the account is scheduled for cancellation. 
  
  
   Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 11/09/2022

   
  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,
  
  Zhibin Su