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:10/10/2022

  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.

  I had alarm with these people for 2 years. I was selling my home and wrote in letter for cancellation. They refused to cancel apparently. I own a business and have a bookeeper and do not watch my own account. I just happen to be in my bank searching out a specific transaction and noticed that they have been charging me for more than 2 years now.
  
  I called customer service they put me threw the ringer for about hr. Finally I got someone who I thought could help. They wanted me to write up a new cancellation letter and send it in. They refuse to refund for their mistake. I get that its been 27 months but why or how would my bookeeper know that It was not for a current home alarm. I am very frustated and want resolution.

  Business Response

  Date: 10/11/2022

  Mr. ******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that on 10/02/2020, our agents contacted you via email and phone regarding your moving. However, we were unable to get a hold of you. We did not receive word from you again until 10/10/2022 regarding your account. Our agents explained that we had not received your cancellation notice, so your account was renewed. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $375.00. Once payment has been completed, the account will close, effective immediately. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/06/2022

  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.

  Please cancel contract service been horrible from day 1 . I have ask them to come remove their equipment. Northstar refuse and they try to charge me cancellation fee. They turn service on and off when they get ready service been nightmare since started dealing with them. They my payments then they states I still owe them. Northstar stated I need to send my banking information before it can be proving I dont owe them. I have been begging to get out of this contract. Northstar refuse to let me out. Very dissatisfied. Thanks

  Business Response

  Date: 10/05/2022

  Hi, we only do work in the ******* ******* area.   This is not our client.  They are likely looking for Northstar alarm in *****, **.

   

  Business Response

  Date: 10/11/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you signed a 60-month contract on 6/18/2018. You stated in your complaint that the service has not been functioning, and we have not provided resolve. I show you notified us on 8/4/2020 for the first time regarding system issues. You explained that you were experiencing issues with your cameras. Our tech support agent was able to speak with you and resolve the issues over the phone. 
  
  
  Additionally, I show you signed an addendum that included upgraded equipment on 8/10/2021. I show that our service technician visited your home on 8/21/21 for the installation, and a second trip was made on 10/19/2021. On 1/11/2022, another service trip was completed to replace and adjust cameras. I also show us sending additional equipment to boost the camera capability. 
  
  
  I show no other issues being reported that need resolved. We are always more than happy to schedule a service technician to your home to resolve any service issues you are experiencing. 
  
  
  Should you wish to cancel your account, you will be responsible for an early termination fee. Please speak with our billing department to make payment. 
  
  
  Best, 
  NorthStar Home 
  
  

  Customer Answer

  Date: 10/11/2022

  Im not satisfied with their response.  Tuesday October 4,2022 8:18pm. Attempt to make payment for September services to NorthStar. Representative stated I owe $187.63 dollars which is 2 months. I informed representative no I owe September payment which is around $88.00 dollars. I attempted to explain to representative she wrong. Im looking at bank statements what funds are paid for the month. Representative stated payment was reversed. I ask by whom because on my end its show paid. Again I ask for a supervisor or manager I didnt get nor. Instead representative hung phone up. I called back again wasnt able to speak with anyone. I have tried speaking with Northstar on Friday October 7,2022 . 7:14 pm representative had called about payment. Could not hear. Called dropped. I again called back 7:15pm left on hold 2 minutes called dropped. Called back 7:16pm left on hold 2 minutes again. Called dropped.  Called back 7:18pm left on hold again called dropped. Called back request to speak with a supervisor was left on hold 25 minutes supervisor nor manager answered the call. Saturday October 8,2022 called 12:22 pm again called dropped. Called back 12:24pm representative answer made payment she stated up to date. Just need October payment when come due on October 18,2022. I still havent been able to reach supervisor nor management as of today Tuesday October 11,2022. Thanks 

  Business Response

  Date: 10/12/2022

  ****************, 
  
  
  I show on 10/4/2022, you called in regarding a past-due notification. Our agent explained that the payment was rejected and did not process. The agent asked for a bank statement should it show otherwise on your end for verification, to which you refused. Our agent explained that payment would be due without documentation showing that it went through. 
  
  
  10/7/2022 I show you did call in several times but experience phone service issues. However, I see that a call went through, and you spoke with an agent. Our agent advised again that the payment was rejected and no supporting documentation had been sent in therefore, payment was due.
  
  
  I show you the completed payment, and your account is now showing current. 
  
  
  You will be responsible for an early termination fee if you wish to cancel your account. Please speak with our billing department to make payment. 
  
  
  
  
  Best, 
  NorthStar Home 
  
  

  Customer Answer

  Date: 10/12/2022

  Please whom ever this may concern. Northstar agent could not explain why payment was rejected because payment was not rejected due the matter . Northstar tried process payment for $188.00 dollars which was not due. $87.63  was due which at time I trying to call in. With that been said Northstar agent could explain why they was trying to process more than they shall. Now again with that been said. Yes I requested to terminate service because Northstar service functions when it gets ready. When calling in my concerns. Northstar agent must train to you to check this you check that in other words internet service or cameras. When they know they are controlling everything. All I ask is honesty . Are turning service on or off at their convenience. Yes once upon a time agent representative or who tell me I can terminate contract at cost of $5,000.00 dollars no payment plan. Northstar want payment paid in full. Now if I can have early termination payment plan. By all means Northstar can have their service because it really does me no good. They are going function their service how they want. Problem Northstar sales dream security system but system really been nightmare. Thanks 
  
  

  MarshallAskins

  Customer Answer

  Date: 10/14/2022

  As I said. I believe 100% you guys turn service on/off when you get ready. Second of all Im dont plan to go back and forth about this issue . Yesterday you guys stated my **** is current. Now you are stating you need proof I paid. This is what Im speaking about. You guys must have scripts you read from because you continue to practice your same line time after time. Again as I stated I dont mind paying early termination fee as long as I have a payment plan. Other than that its what it is. You all tell me what you want to do. Your service not working anyway.

  
  
  

  MarshallAskins

  Business Response

  Date: 10/14/2022

  ****************, 
  
  
  Our agents do not have access to see why the payment was rejected; that is purely communication from one bank to another in process. As such that is why we requested documentation. Once that documentation is provided, showing it has gone through on your end, we will be happy to credit it. However, you have refused. 
  
  
  Furthermore, NorthStar provides a 24/7 operational service, we do not turn customer ******************** "on and off." When diagnosing issues over the phone, we ask customers to test their panel and internet to determine if a service technician is needed or if resolve can be found over the phone. 
  
  
  You will be responsible for an early termination fee if you wish to cancel your account. Please speak with our billing department to make payment. 
  
  
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising 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.

  Northstar is claiming we had an account with them in 2022 and asking for payment for services we never used. We had northstar in 2016 and canceled with them in 2018 and paid off the equipment. We moved from the house we used the system in 2020. Were now being hassled by the company to pay for services from October 2021 to present. The argument is that we never signed a cancellation contract. However, when asked to show us the initial service contract I signed in 2016, I constantly get the runaround and told that per my service contract I will sign a cancellation contract. Now the company is threatening to send us to a collection agency for lack of payment for a service we dont have, that was provided in a house we dont live in, and was paid off in 2018.

  Business Response

  Date: 10/10/2022

  ************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. The account has been canceled effective immediately, and all financial obligations waived. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:10/04/2022

  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.

  This account needs to be canceled. I made North Star aware one year ago that I had already purchased another home monitoring services and because I was told by the initial sales man, cancellation is simple! I called to pay the early termination fee believing I only had 6 months left on my contract. I found out it was a 3.5 year contract. I was not aware of this but understand I fell for the salesman tactic and thats my error. I continued to pay the additional year and called today to cancel just to find out I auto renewed for another 18 months. I was not told this would be happening. This company uses deceptive tactics to stay in business and should be shut down. It was my understanding from the initial salesperson that this would go month to month as I shared I had a difficult time canceling another home monitoring system previously and never wanted to go through the hassle again. This company makes the other company look like a shining star in comparison. I had to jump through hoops but at least I was able to cancel with only paying an additional couple months, but this is another 18 months, is completely unacceptable! I feel lied to, cheated and am in complete awe that companies are able to do business like this! When I called today, the account manager said in a joking manner, almost laughing, well I have some bad news for you and then told me about the auto renewal.. its as if he was celebrating his success by scamming another consumer who has been a great paying customer for the past 3.5 years. I have referred this company to clients of mine and now will scream from the roof tops the exact opposite.

  Business Response

  Date: 10/10/2022

  ****************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that a complaint was received from the attorney general. At this time, all responses will be facilitated through the AG's office. 
  
  
  Best, 
  Northstar Home 

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service 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 signed a contract not aware of the requirements needed for the equipment to be installed. I do not currently have an electrical source in my garage and the camera was not installed. I am being charged an additional $10 a month for equipment that I could not use. I have contact the company on 3 separate occasions and all they will do is leave a message for ************ the account manager that provided me the agreement. I left a message on August 12,2022 when it was brought to my attention They would not be able to install the 2way camera. I left a message for him again on 8/15/23 and I believe once in September unfortunately I do not have that date. I am only trying to either have the additional $10 a month removed so I am paying for what they are actually monitoring. And to be reimbursed for the months I have been charged the additional $10. Or to end the contract without any additional fees.

  Business Response

  Date: 10/10/2022

  ********************, 
  
  I write in response to your recently filed complaint and have reviewed your account. We are sorry that the selected equipment cannot be installed; we understand the frustration. We are happy to review the situation and offer different equipment at the same point value. The account manager will need to do that review. However, we have authorized a 2-month credit for the account for the inconvenience you have experienced. 
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/29/2022

  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.

  Let me start by saying that I have had NorthStar Alarm since 2014 when I purchased my home. So it makes this case that much worse because I've been a long standing customer with them and still, there is no help with this situation.
  
  My business partner and I added three NorthStar Alarm security systems to our rental properties that we used for AirBnB's back in 2018. When the pandemic hit, we were forced to leave the AirBnB business and other tenants took over the leases when our leases were up. NorthStar explained that we were in a five year contract and that the only way to get out of it was to transfer the service to the new tenants.
  
  We lucked out with one who got the service transferred over but to no avail, there was no luck with the other two. Since 2020 we have been paying for two systems that are not being used. This is TERRIBLY frustrating. Either we risk our credit negatively being affected, continue to pay for something we don't use at a place we no longer have ANY affiliation with OR we pay an obscene charge to break the contract. This is simply ridiculous.
  
  We have called several times. Initially they put us on a billing pause for six months but I'm not sure what that does but prolong the inevitable; that we'd have to start back paying. This is the most unreasonable thing I have ever heard. NorthStar needs to update their contract or give some grace for people who will no longer be occupying residences where services were previously.
  
  I wonder if any other people who have provided complaints here would like to get together and take this issue to court so that we could respectfully be let out of our contracts. I recently was given the email to their formal complaints department and I still have not heard back form them two weeks later.

  Business Response

  Date: 10/10/2022

  Ms. *****, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you signed a 60-month contract and therefore are responsible for the remaining contract balance. If you wish to cancel early, the contract balance will be due. We understand that life happens and offer several solutions, such as billing holds, to help during financially hard times. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/29/2022

  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.

  Having issues cancelling my contract. Sent a check for ****** which was received by their office on September 16th. Spoke with a rude customer service agent today who stated that it has not been applied to my account. My security system has been out for months and they have no problem charging for a system that does not work. I need this to be resolved!! This company is a scam.

  Business Response

  Date: 10/07/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show we have not received your early termination fee check. Please verify with your bank if it has been cashed. If not, please resubmit a check to the address below or call in to pay over the phone. Once payment has been received, the account will cancel. 
  
  
  NORTHSTAR ALARM SERVICES
  BILLING DEPT
  545 *****************
  STE 500
  ****, ** 84097
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18147943
  
  I am rejecting this response because:
  USPS Tracking **** **** **** **** **** 63 shows it was delivered to *************************************************************** on 9-16-22 @ 3:38 pm.  Someone at that business received my check.  This is negligence and poor customer service.  
  

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

  Business Response

  Date: 10/10/2022

  **************, 
  
  
  Please verify with your bank if it has been cashed. If not, please resubmit a check to the address below or call in to pay over the phone. Once payment has been received, the account will cancel. 
  
  
  NORTHSTAR ALARM SERVICES
  BILLING DEPT
  545 *****************
  STE 500
  ****, ** 84097
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/28/2022

  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.

  Can not get out of the contract with Northstar, was in this contract for 5 years since June 2016, then it started acting up and beeping all the time, called for service and spoke to someone in India, she said she could fix it so it would stop beeping. Well she shut down the whole system and it ws unsable. After weeks with no service since middle of July 2022 called customer service and asked for a tech to come out, he did and could not get it to work. I told him we don;t even want this service anymore and want out of the contract. He called the main office and spoke to someone and he told them that. That person asked me if I wanted an upgrade to stay and I said NO, he said how about month to month and I agreed to that knowing I could finally get out of the contract then. They even had sent us a bill to pay by Sept. 2022 for the monthly fee even though we have no service. The customer service person e-mailed a new contract for the month to month, except he also put in there I agreed to another 60 months WHAT!!!! I DID NOT!!!! only month to month. We contacted an attorney and she has spoken with them and they told her we can only get out of the new contract by paying it off $3900.00. My husband and I are both 76 years old and also wear hearing aids and I know that customer service never said anything about another 60 months, we don't need this nightmare of a company to have to deal with, we don't want your service anymore we are done!!!! Let us out of this supid contract !!!!!!!!!

  Business Response

  Date: 10/07/2022

  Ms. *******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I have attached the supplemental alarm agreement. The agreement states the term length is 60 months to which you signed and agreed. You will be responsible for paying an early termination fee if you wish to cancel. 
  
  
  
  We are happy to schedule a free tech visit to ensure your system is working and that any equipment upgrades or adjustments are made. 
  
  
  Best, 
  
  
  Northstar Home

  Customer Answer

  Date: 10/11/2022

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

  I am not the account holder on this account only my husband is.  He was not present when I spoke to your agent and the agent's information was not clear and your agent did not ask to speak to my husband. I had no authority to agree to any new terms on his behalf.  He wants this contract to end. 

  Business Response

  Date: 10/12/2022

  Ms. *******, 
  
  
  We have received correspondence from the AG's office regarding a complaint filed. All correspondence will now be required to go through that office. 
  
  
  Best, 
  
  
  NorthStar Home

• Initial Complaint

  Date:09/22/2022

  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.

  Had 4 cameras put in October 2022 signed a contract with my husbands name on contract! First off my husband has demtia second the contract written wrong! For the last yr and 1/2 one camera not working so sent someone out around june of 21 to fix got here didnt have proper equipment to fix so left and never came back so i refused to pay full contract amount so i contued to pay minus one camera started charging late charges! and camera still not fixed! didnt get someones here till aug 22 tried to get my money for late charges and paying for a camera i didnt have! in Aug 22 finally replaced camera ! this sept 22 camera not working again ! tryed getting them to send some back to fix it told would charge 99 dollar i refused so ask to have the camera taken off and they refused iwas paying every thre months ****** for 4(cameras only had 3 - 18 dollars 6 dollars per camera plus monitaring I am senior citizens i have been put off and numerous phone calls with no results. Very poor customer service i woul stop paying totaly but would hurt my credit! Contract is not correct anyway wrong amounts on there! We go to fla in the winter and that was the most important camera cause of graffiti which i had on my fence and shed! i want my camera fixed and the correct amount of money due to me refunded plus some for the way i have been treated! I was refunded sone money not nearly enough!I would never renew with this companys thanks *********************

  Business Response

  Date: 09/23/2022

  ******************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. We understand the importance of a working system and apologize for the issues you have experienced. We are happy to authorize a free tech visit to your home and credit your account for 3 months. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 09/26/2022

   
  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:09/19/2022

  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.

  A Noethstar salesman came to our home and my husband got the system. My husband asked the salesman was he signing a contract and the salesman said no, unfortunately my husband signed the agreement. We were stuck in a six year contract that we paid off. We were thinking that it completed the contract. I recently received a notification on my phone that we were late on a bill. I spoke with them and come to find out that the contract also states that if I dont cancel the services within 60 months of the contract that it automatically renews. Something else we were never told about. We were never notified or given any warning about the 60 day deadline coming up or that the contract was about to renew. So now they are attempting to get almost another 800$ out of us. We feel as if this company has scammed us more than once with their contracts.

  Business Response

  Date: 09/20/2022

  **************, 
  
  
  
  I write in response to your recently filed complaint. I show we received and processed your early termination fee. I have authorized the cancellation of the account effective immediately. 
  
  
  Best, 
  NorthStar Home