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:09/15/2022

  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 signed up for their services over 3 1/2 years ago. Since June of this year I have called four separate times to cancel as my contract was up. Each time I waited at least an hour for someone to come on the phone tell them I want to cancel they say they will have somebody finalize that and it never happens. Today I get a call and they want their money and they also informed me that a new 18 month billing cycle occurred since I didnt cancel on the 3 1/2 year contract. Not one out of the four people I talk to ever mentioned that. Each representative I have talked to became not courteous and rude including the gentleman today. Today I was told that I need to pay $450 to cancel my contract. When I have already canceled it four times over a four month period their account manager refuses to help me in any other way and told me I will be paying it one way or another. I have been threatened by all of them. Unprofessional at best. I see that this company has had over 500 complaints and three-year period.I have not used their service for over six months as my unit doesnt even work. They offer me no options. So basically if you sign up for alarm service through this company you are stuck for life because nobody will help you cancel.

  Customer Answer

  Date: 09/15/2022

  I want my service and contract to be canceled with no penalty. No money due as I canceled back in June. 

  Business Response

  Date: 09/16/2022

  ******************, 
  
  
  I write in response to your recently 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 were not informed of your request to cancel until 7/6/2022, nor have we received written notice of cancellation. We have reviewed the conduct of our employees during their interactions and show they were calm and courteous and provided answers to your questions and concerns. 
  
  
  We are more than happy to schedule a service appointment to have a technician review and repair your system as we understand the importance of a working system. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $499.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/15/2022

  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 signed up with northstar and had 3 days to try them out. The 2nd day with the equipment I called to get it cancelled. Well its been a week and the company will not let me cancel. Literally will not! I called customer service they said I need to speak to the sales rep. ** has blocked me and will not schedule me for someone to come get the equipment. I keep trying customer care and they keep telling me they will try to get a hold of him but they cannot cancel me until they reach him and he is nowhere to be reached!! *** tried chatting with support same! No one over the phone or over chat is willing to help for me to cancel! They do not want to come for their equipment and I offered to take it down for them and they said no if I uninstall the equipment they will charge me the full amount of the equipment. This is the most unprofessional company I have ever dealt with! I want them to come get the equipment because I was completely unsatisfied with the quality of the system! And they will not let me cancel!

  Business Response

  Date: 09/20/2022

  ******************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show we have scheduled a work order to remove the equipment. Once the equipment has been removed, the account will be canceled and your money refunded. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/15/2022

  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 purchased a Northstar home security system used it for about two years.Decided too change company's to vivint.I had already paid off all my equipment so I was only paying a monitoring fee. Called to cancel then they said whould have to pay a termination fee in which I did over the phone at this point there representative said my contract was closed.A Year later I noticed them take out $11.00 dollars out of my checking account then $24.00 at this point I contacted my bank and put a stop on payment on both of these charges since I no longer use them. Reached out to Northstar and they said they were still charging me for monitoring I explained the situation and they said I could pay are go to collections.

  Business Response

  Date: 09/16/2022

  ******************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. Your account will be set to cancel effective immediately, and all financial obligations waived. We are sad to see you go, but are wishing you the best!
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/12/2022

  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 signed up for a 5 year contract for a alarm system. I have been calling to cancel and they let me know the system will be cancelled in February 2022. I dont the use the system because it doesnt work. There was many false alarms that I had to pay for even when the system malfunctioned. They refused to help me fix it unless I paid for it. I decided I will pay out my contract and be done in February 2022. They did not mention the contract is auto renewed for another 18months. From reading peoples trust pilot reviews this company scams people out of money and I am not the only one in the same situation. I called to cancel, the guy read me a contract and said basically absolutely not are responsible in paying for something obviously I dont use for another 18 months. They make it hard to cancel and basically steal peoples money. Its very upsetting that companies still do business like this. Please help with me with cancelling and being done with this company.

  Business Response

  Date: 09/15/2022

  ******************, 
  
  
  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. 
  
  
  Additionally, I show the few times you have called in regarding issues with your system, our technical has responded rapidly and addressed all issues. We are happy to schedule a service technician free of charge to evaluate and fix your system accordingly. 
  
  
  I show we have not received your notice of cancellation.  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $562.00. Once payment has been completed, the account will close effective immediately. 
  
  
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/12/2022

  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.

  During the 2020 ***** freeze, our doorbell broke so we werent able to use our alarm system. I called Northstar Alarm to report it broken and request some assistance and they refused to come out and fix it and tried to tell me to fix it myself. Unhappy, we were stuck in a contract we no longer wanted to be in AND had an alarm system that we couldnt even use. To break the contract would cost us an arm and a leg. Fast forward, we ended up selling the house and moving into a rental property. I called to cancel our service once and for all and I am still getting the run around. We have been out of our home for 3 months already and still being charged $200/month. This has been a nightmare that we cant seem to escape. **************** doesnt help, every time I call they say that theyre waiting for the cancellation team to get back to them. Even after our contract ended, we never got a renewal notice and we are still being charged for an alarm system in a house we no longer own!

  Business Response

  Date: 09/14/2022

  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 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, you stated in your complaint that NorthStar was unwilling to repair your broken doorbell. I show you alerted us of the broken doorbell on 5/19/2021. Our tech support stated that the doorbell was not covered under warranty and would need to be fully replaced. I show you requested a technician appointment to install and fix the doorbell. Our agent provided the service fee, which you refused and hung up. 
  
  
  Furthermore, I show you called in requesting cancellation information on 1/17/2022. Our agent provided your end-of-term date of 7/31/2022, emailed you the cancellation instructions, and explained them to you over the phone. 
  
  
  I show we did not receive your notice of cancellation until 8/12/22. Because the cancellation notice was not received within 60 days, the account auto-renewed. Your account is set to cancel at the end of your current term, 2/1/2024. We cannot waive all early termination penalties. However, our cancellations department has requested you to send further documentation regarding your lease which may qualify you for lower early termination fees. Please provide 1. A complete copy of the lease signed by both the landlord/management company and the customer 2. A signed letter on company letterhead from their landlord/management stating the NorthStar System will not be allowed. 
  
  
  Once those documents are received, our cancellations department will review and reach out to you. 
  
  
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:09/06/2022

  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.

  We contacted Northstar four times over the last year and half requesting the end date of our contract and that we did not plan to renew. We called prior to the end of our contract date and they would not allow us to speak to anyone to confirm the end of our contract due to it being a weekend. Today, the end date of our contract, we were told we could not cancel and it would automatically renew for 1.5 years due to lack of notification. We notified them multiple times and DO NOT wish to renew or provide the company with any more money. They have not provided us with the written and signed agreement which states this and we provided them with verbal notification. This was a contract signed over 5 years ago as they made our contract start over when we moved. They never notified us that we needed to provide written notification over 60 days prior to the contract end date. We wish to terminate our contract effective immediately and not pay any type of penalty as the contract officially ended today.

  Business Response

  Date: 09/09/2022

  ********************,
  
  
  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 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 that no written notice of cancellation has been received.  I cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $890.00. 
  
  
  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:09/06/2022

  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.

  Afternoon, I have been a customer with ********************** for 4 years of a 5 year contract. Things have been good up until Dec. 19th of 21, my system went off in the early morning hours saying front door open, and its loud ,so I charge to the front door to see and the door is locked and closed, now that is the first incident, I have documented 16 times that I have called and complained about my system going off randomly over the next 6 months. After arguing with the company about sending a tech out. ( they wanted to charge me $100) to fix my system. and I disagreed stating, that that is there system and I just rent it. So they did send a tech out at their cost. So the tech was here for 3 hours and was having a tough time getting it figured out but in that time he deleted 2 zones from my house, both back sliding doors and to this date they still don't work and aren't on my panel. But every month religiously they take out there $61, even though *** complained about my service. The last time I spoke with the Alarm Co. I spoke with the tech center and the girl there was like your system is old, there is nothing we can do for you till you upgrade, and that is of course at a charge.I have tried many times to reach out to someone in the business office , someone who could help, but They are very evasive there and promises of a call back never happen. Now I am a member of Legal Shield and they had written a letter Asking for reimbursement for the 6 months my service didnt work and to cancel my contract, Which is *****'ll be doing in March when my contract is up. So out the blue a tech calls me up and says he's been told to come fix my system, I agree but want to speak with someone with some authority to see how are they going to compensate me for partial and or no service, Never heard from them again.But again my Account was charged another $61. Please help

  Business Response

  Date: 09/09/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. You stated in your complaint that you have experienced issues with your system and getting a technician to service the system. I show we have sent out technicians and had agents attempt to resolve issues over the phone. I show the last service appointment you refused to proceed forward with servicing the system. I show we have been responsive to resolving your issues. We are happy to issue a 3-month credit and reopen the work order to schedule a service technician to service your system. 
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 09/14/2022

   
  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:09/05/2022

  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.

  We have attempted to cancel our subscription with Northstar Alarms multiple times. Each time, we get a runaround. They then added an additional monthly fee to our bill that wasn't in the contract. When I called to speak with their team about it, their "Retention Manager" said that it was a required tax. When I asked for more information about the tax, I was told it was a charge for technology upgrades. Lessons learned on this one. Highly recommend customers think twice before signing an agreement with Northstar.

  Business Response

  Date: 09/06/2022

  ******************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. You stated in your complaint that you attempted to cancel your account several times and incurred an additional fee on your monthly bill without notice. 
  
  
  I show that the account was paid in full on 9/5/2022 and has set your account to close immediately. Regarding the additional fee, you may have heard that the **** ********************************* is taking down the 3G cellular network to expand the *** and 5G networks in *****************. NorthStar ************** systems utilize cellular and Internet networks to communicate with emergency services through our central station in the event of an alarm activation. To ensure uninterrupted connectivity of your ************** system and to continue providing best-in-class service and support to our customers, a Technology Improvement Fee is on your invoice for $1.87 each month. Your *************** Fee remained the same, as indicated in the contract. The Technology Improvement Fee covers the costs incurred in providing and maintaining hardware, firmware, and software that connects your system to alarm monitoring networks. A notice was sent to you on 9/30/2021 informing you of the fee before it took place. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:09/04/2022

  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.

  NorthStar Alarm Services, LLC auto renews after a 5 year contract with no notice. They have the wrong termination date. I just want to quit with no more payments.

  Business Response

  Date: 09/06/2022

  **********************, 
  
  
  I am 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 9/2/22, which will cancel your account at the end of your current term, 11/1/2023. We 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. 
  
  
  During a call with one of our agents on 9/2/2022, you stated you have switched to a new company, SimpliSafe. NorthStar's **************************** is happy to work with you and your new company to have at least a portion of the early termination penalty covered by the new company, which is standard in the industry.
  
  
  Best, 
  
  
  NorthStar Home

• Initial Complaint

  Date:09/01/2022

  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.

  9/1/2022 Tried to cancel the alarm service that my mother has had and been paying since 2013. Told them 1. She no longer needs the service is not living at home any more and 2. The service also no longer works due to system being old and not working with ATT anymore.(Was told that system needed to be upgraded) Was passed to the accounts department and told that the contact auto renewed for 18 months and that we could not cancel with out paying close to $900.00. They are taking advantage of senior citizens and long term customers how would she remember when the contact renewed from 2013.

  Business Response

  Date: 09/02/2022

  ****************,
  I am in writing in response to your filed complaint and have reviewed your account.
  You stated in your complaint that your mother was unaware of the auto-renewal process. However, Section 1.2 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. 
  
  
  We have not received any notice that **************** no longer resides at the address on file. We are happy to connect her to our moves department to discuss more options. Please contact our customer care department if **************** has moved to an assisted living facility. They will review the required documentation to be submitted to apply to the account and lower the termination fee. 
  
  
  Additionally, I show no notice given to NorthStar that ******************** system was experiencing issues. We are happy to schedule a service technician to service the system and upgrade any necessary equipment. Please contact our technical support team to schedule a service appointment.
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17813706
  
  I am rejecting this response because: I followed the sending of our cancellation instructions that was send you me in an email.  Also the contact was signed almost 9 years ago and was told it was 36 mo Commitment due to receiving equipment. I do not believed any notice was sent or included in a bill about any upcoming renewal . This person is 89 almost 90 years old and you are making it almost impossible for her to cancel her contact without a high termination fee. This is predatory business practice towards senior citizens. Resolution would like the cancellation fee of 3 months payment to account for the 60 day notice and current month.  Please provide the signed copy of the contract from 9 years ago as she was never given a copy. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/09/2022

  ****************, 
  
  
  As stated previously, the renewal clause is stated in the contract, and, as such, is then the responsibility of the customer to maintain and follow the cancellation policy. If you sent in the written notice of cancellation, please submit a copy for review with confirmation that NorthStar received it within the required time frame. We understand that life happens and are happy to work with our customers. However, without proper customer communication, ********************** cannot resolve any questions or concerns promptly, such as moves, system issues, etc. We understand that life happens and have authorized the approval of a reduced termination fee of $250. 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