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:10/31/2022

  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.

  Hello . I owned a beauty shop at the above mentioned address and I needed it to be secured against vandals and theft so I engaged the service of Northstar alarm in 2019 or 2020 I can’t remember. In 03/20/22, there was a fire incident. I was home for months without business, I couldn’t get another shop nearby. I contacted Northstar alarm about the incident but they don’t care they kept on deducting money from my account because they have my accounts information. I spoke to my bank about it to block them from deducting money from my account. I got a message from them today that I’m owing 2 months payment I was angry and called I was patched through to their supervisor who said I signed a year contract with them. Even if I signed a contract to watch my shop, the business is no longer in existence at the address why deducting money from my account? What are they watching? Empty store? That is so mean and ridiculous. I was a loyal customer until the mishap.

  Business Response

  Date: 11/07/2022

  Ms. *****, 
  
  
  I write in response to your recently filed complaint. We are sorry to hear of the hardship you have experienced and are happy to help in any way we can. I do show we offered a 6-month billing hold however, we never received the signed document. We are happy to offer a 6-month credit and are still happy to offer a billing hold while you assess a new location for your store. 
  
  
  Once a new location has been selected, we would be happy to install the system as soon as possible to continue your monitoring needs. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:10/24/2022

  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.

  A contract was signed for this company that was to end November 2022 lasting a span of three years. over the first year of contracted service the equipment failed and I requested that it would be fixed and the agent told me that I could have somebody go out there unless I paid a $100 service fee none of the terms and conditions were given to me in detail when I first signed three years ago the agent told me that I was not financing anything that it was just a three-year contract monthly service charge of about $75 that is not true later I found out That it was a contract to finance the equipment which is a doorbell thermostat and I believe a control panel that is all of the houses that is a security home system and a motion sensor I believe I have tried multiple times to get the agency to come out and repair it and they have again told me that I needed to pay a service fee which I don't find appropriate So I have requested to cancel my service as of June 2022 and they stated that I could upgrade my home security system for an out-of-pocket cost which would mean I would have to finance a whole new set of equipment and a whole Nother three-year contract that was not some thing that I wanted to do so I requested that my contract be canceled in July 2022 and I have an email stating that I wanted to cancel. This have not canceled my service and have continued to add on service fees and I found out today that they did not accept my cancellation request and that my contract that was initially supposed to end in November 2022 is now on auto renew until May 2024 the agent has not been helpful at all on a resolution in the billing department nobody has helped me I have simply asked that my equipment be fixed and I would pay off the equipment and cancel the service fee as of June 2022 I will not pay anything further than July 2023 I Charged do that I may legally dispute it and they have refused to do so.

  Business Response

  Date: 10/28/2022

  Ms. *********, 
  
  
  I write in response to your recently filed complaint and have reviewed your account.I show you signed a 42-month agreement on 5/4/2019. Our records show you called in on 6/2/2022, stating the equipment did not work. Our agent provided the cancellation instructions and reviewed the early termination fee with you to cancel the account effective immediately. Before your call on 6/2/2022, NorthStar was not notified of any We have not received your notice of cancellation; therefore, your account has entered its auto-renewal period. 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.” 
  
  
  NorthStar is committed to making sure our customer's systems are working properly. We are happy to schedule a service appointment once you have paid the past-due balance. Don't hesitate to contact our billing department to review a payment plan. 
  
  
  Best, 
  
  
  NorthStar Home 

  Business Response

  Date: 11/01/2022

  Ms. *********, 
  
  
  Attached is a copy of the agreement for your review. This copy of this agreement was also submitted to your email on file. 
  
  
  NorthStar is committed to making sure our customer's systems are working properly. We are happy to schedule a service appointment once you have paid the past-due balance. Don't hesitate to contact our billing department to review a payment plan. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 11/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  There is nothing in the contract stating anything about an auto renewal policy. I am open to settling  if the company will agree to cancel the contract as of November 2022. but I do not wish to do business with this company any further than initial contract. 
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:10/21/2022

  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.

  On 05-06-2017 I decided to get an alarm system put in my home with Northstar Alarm Services.. The contract was for 5 years. In April of 2022, I was approached by an ex-Northstar employee, who worked for another alarm company, to which he informed me that my contract with Northstar was ending and they could put in a new system. All I had to do was write a cancellation letter to Northstar stating I was with another company.
  After reviewing the new company’s terms, I decided to not get a new system but I wrote the letter to Northstar Alarm Services on April 28, 2022. Thinking I would pay through the month of May for the system, I was relieved to be out of the contract. I am retired and live on a fixed income so the extra burden of funds going out to an alarm services, which I rarely used, was a relief.,
  In July, I received a bill from Northstar Alarm that stated I owed 143.72. At first I thought it was probably a mix up in their system so I gave them until August to correct the issue. To my surprise, the next month I received another bill for 260.58.
  Being a little confused, I called Northstar Alarm Services and spoke to the clerk. She directed my call to accounts. After waiting for 20 minutes, she informed me they were on another call and would have to call me back. I waited for nearly a month for a call back.. i never received a call back. On October 21, 2022, after receiving another bill for 404.30, I called them again and demanded to speak to someone in charge.
  I was finally put through to an accounts manager, whom I assumed could clear this mess up. After explaining what happened, I was informed that written cancellations had to be 60 prior to the end of the contract or the would automatically renew my account. I argued the point that if that were the case, I would be willing to pay for the 2 months from the date of my letter. I was told that was not congruent with the contract.
  Their contract are stated ambiguously and I am seeking legal options. Shady

  Business Response

  Date: 10/25/2022

  Ms. *******
  
  
  I am in writing in response to your filed complaint and have reviewed your account.
  You stated in your complaint that 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 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.” 
  
  
  I show we received your notice of cancellation on 6/13//22 which will cancel your account at the end of your current term, 11/6/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $999.00. Once payment has been completed, the account will close, effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:10/19/2022

  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.

  6-29-2020 - reached out to salesman about brinks still charging me for my previous alarm system - salesman never completed that transfer paperwork or whatever needed to be done with them. (this is well documented mainly through text that it was being handled and i had to do nothing) I ended up paying 11 months of service with them after switching for around $900 extra spent.8-5-2020 - CSR is going back and forth with brinks (according to text from salesman)8-14-2020 - reached out about front door sensors being damaged - requested assistance to program them out of alarm system - no response.9-10-2020 - finally got a reply from salesman - "yes sir, I will get it scheduled asap" - never heard back 10-7-2021 - reached out about the double charge from brinks - was told by rep that "****** stated they were responsible for oversight of not cancelling" and rep was "calling into CSR right now"09-28-2021 - requested to cancel service - expressed that I had not been able to use alarm in a year but now it started beeping uncontrollably - removed alarm system completely.1-18-2022 - requested transfer of alarm to new location when my shop moved- no response.8-22-22 - calling to cancel. I dont want free months, I dont want a new set up, I just dont want to do business with this company any longer. SINCE these dates I have sent in multiple formal cancel requests and as of today when I called them again they have received but never acknowledged the request. I am now at 26 months with no alarm yet I have been paying every month. I finally quite paying 2 months ago and now they are sending me to collections. Its just unfair business practices and they have not followed through with our agreement.

  Business Response

  Date: 10/25/2022

  **************, 
  
  
  A complaint response was received via the ************************** All correspondence will be made through that office. 
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 10/25/2022

   
  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,
  
  *******************

• Initial Complaint

  Date:10/17/2022

  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.

  House sold 10/14/2022. Called to cancel service as of that date. Told I have to continue to pay for service until 9/30/2023.I have had service for 8 years. Did not sign a contract. Moved to apartment 2 hours away. I can not pay for alarm service on a home I do not own any more.

  Business Response

  Date: 10/19/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you did not contact NorthStar until after the move was completed; therefore, we could not walk through any move options. Please provide documentation that your apartment does not allow a NorthStar system to be installed for review. If the document meets requirements, a reduced early termination fee may be approved. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/17/2022

  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.

  Notified company of cancellation on 5/6/2022 for a contract expiring on 5/23/22. Talked to a representative who said I had to give 60 days notice before cancelling so I expected to be charged for 60 days beyond my contract end date. He sent me the instructions for notice of cancellation. I sent that info on 5/6 and received an email stating they received my communication & would notify me of any issues. I received no more communication from them. Continued to be charged thru September. Called 10/17 & talked to an account manager Nate. He said that I was supposed to notify them 60 days BEFORE contract expiration - which was not indicated to me in any of my communications with them. Now they say my contract auto renewed for another 18 months! This is DECEPTIVE!!! They did the same thing to me back in 2018 so I had to continue paying them until now. Now are threatening me with collections if I don’t pay ANOTHER 18 MONTHS!

  Business Response

  Date: 10/19/2022

  Ms. ******, 
  
  
  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. 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.” 
  
  
  Since you submitted your cancellation notice 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 $810.00. 
  
  
  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

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair 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.

  We have had service since 2018. We sold our home and had to continue paying for a year without service (which I get, its a contract). However we purchased a home In July and wanted to restart our service. We contacted them in early August and have been running around every since. Told to call tech support then told to call moves then tech support. Finally moves said a tech will call to schedule in ***** hours and we have not received a call. I call back and they claim to set up a work order again and a tech is supposed to call in 48 hours. Nothing. I call back she sets up another work order and I ask for a supervisor. (******) says he has no way of contacting technicians but h*** send an email to see if another department can expedite but confirmed my number and said I should hear from a technician. This started in August and we are now in mid October and I have 2 bills I have not paid waiting on service.

  Business Response

  Date: 10/22/2022

  **************, 
  
  
  I show that a technician appointment has been scheduled for 10/25/2022. If you have any questions regarding your appointment, please contact our customer care department. 
  
  
  Best, 
  
  
  NorthStar home 

  Customer Answer

  Date: 10/22/2022

   
  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. However, just like when talking to the supervisor directly there was not as much as an apology for the inconvenience. Once my contract is up we will be done. I understand it is a business and they are about a profit so I was not offered any credit towards the 2 and a half months of no service but it would have been appreciated to at least pretend the company cared about the lack of service provided. However, setting an appointment and actually showing up and getting service going are two different things. We shall see if this really gets resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/12/2022

  Type:Product 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.

  The business can no longer provide services in my new community and because only one alarm company that is able to provide services is Safe haven.

  Business Response

  Date: 10/18/2022

  ************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show your address is located within our service jurisdiction, and therefore, our services can still be provided to you, as explained by our agents to you. Please contact our moves department so we can set up your system in your new home. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18206341
  
  I am rejecting this response because: the city I moved to is very small and it has 1 zip code & 2 countys.You can not use the zip code to determine the service area. My home is in a brand new community and the builder only accepts 1 security monitoring company Safe Haven.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/19/2022

  ************, 
  
  
  Please provide documentation stating that the builder does not accept a NorthStar system in the home for review.
  
  
  Best, 
  NorthStar home 

• Initial Complaint

  Date:10/11/2022

  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.

  i became a customer in ****** years ago a *** rep showed up to do a system upgrade/ checu up.My wife was home alone.He removed the box from the wall did his thing and had my wife sign for the check up.Under false pretenses she signed a 60 month extension.Whatever he did to the box made it inoperable.After much ado they finally replaced the equipment.The contract has expired and when i tried to cancel the service. 1st i failed to send a copy of my signature. then i sent it in an email. they srnt back that they could not open it.i finally figured out how to send them a PDF of my signature.i owe them for 2 months and will pay that.Recieved a call today from them and when i asked if my service was cancelled i was told that i was untimely cancelling and that triggered an 18 month extension.i want out of any contract with this company.They refused to rectify the scam pulled on my wife but i honored the contract even though we havent used the alarm in at least 5 years.This companies practices are predatory.

  Business Response

  Date: 10/12/2022

  ********************, 
  
  
  I am in writing in response to your filed complaint and have reviewed your account.
  You stated in your complaint that 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 10/6/22, which will cancel your account at the end of your current term, 10/1/2024. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $1739.00. Once payment has been completed, the account will close, effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18200402
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/10/2022

  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.

  I sold my home and moved in January 2022 due to losing my job after COVID. Contacted the Security Provider to inform them and cancel services. Was told to submit a statement and that I could break contract and pay $200 fee. I sent in information twice, and asked about submitting payment, then when I continued to be charged, which I my account was setup for auto pay I contacted the company and was told that I could not get out of my contract because I did not have a new address to send them, because I was temporarily staying with relatives. I explained to them what I was told before and notified them, but was then told I could only get out of the contract if I could submit a lease, which I did not have. 10 months later, I am still receiving collection calls and notices and the bill has gone over well past $1000 and the attempts have not stop and this is infecting my credit.

  Business Response

  Date: 10/11/2022

  Ms. *******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that our agents reviewed all move options with you when you contacted us in January 2022. We requested a signed lease stating that the alarm system could not be moved to your new residence. Because that documentation has not been provided, we cannot process the cancellation. Should you wish to cancel, you are responsible for the remaining contract balance. 
  
  
  Please contact our billing department to make payment arrangements. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

   

  How is it possible to submit a signed lease when I informed you all on multiple occasions that I had lost my job, and home and was staying with a relative?. So that's to say I'm being penalized basically for experiencing the same hardships many have experienced due to the Pandemic by being nearly homeless and having to live with other people until I find employment again.  

   

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

  Business Response

  Date: 10/12/2022

  Ms. *******, 
  
  
  
  We understand that life happens and are more than willing to help. We offer billing holds during financial hardships and are happy to work with you to arrange that. However, as you signed a contract, you are still responsible for that contract. Please contact our customer care advocates for further information regarding setting up a billing hold. 
  
  
  Best, 
  NorthStar Home