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:08/30/2022

  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.

  Called North Star twice to inform them of moving before we moved. Per their policy, they will transfer your services to your new home if they can provide service or end the contract. Called them twice after we moved into our new home about getting service transferred and never heard a single word back. Likely because they did not offer service and did not want to end the contract. Paid them for 2 years for an alarm service not working properly at a home we did not live in. Do not ever sign up for North Star alarm service.

  Business Response

  Date: 09/01/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. You stated in your complaint that you contacted NorthStar regarding your move and could not get a hold of us.
  
  
  I show you called in on November 2020 to inform us that you were moving. Our agents began advising you of your move options. However, you inquired about your contract terms instead, which our agent provided. You advised the agent you wanted to be put on a 3-month billing hold while you closed on a new home, which the agent completed. 
  
  
  On March 16th, 2021, we received your notice to cancel the account. The account is set to cancel at the end of your current term, 3/30/2024. On June 15th, 2021, the movement options were provided to you again. Our agents have not received any further information on how you would like to proceed with transferring your system since the move. We understand that moving can be an overwhelming experience. We are happy to work with you to get a new system installed in your home. Please contact our customer care agents to review this option further. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:08/23/2022

  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.

  We have had NorthStar for just little over a year. Their cameras, sensors, door lock, control center have constantly failed, do not work or are no longer working. We wrote a letter canceling with them and switching to Vivint. They continue to pull money out. We called, the customer advocate Johann was absolutely condescending, refused to cancel our service, said we still owe and will continue to take the money out of our bank account. We have voice recordings (I told him I was recording as he did as well). Now we are paying for a service that didn’t work, they refuse to take their equipment and said we have nothing to stand on. This will be filled in small claims court.

  Business Response

  Date: 08/26/2022

  Mr. *********, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you have been a loyal customer since December 2019. You stated in your complaint that the equipment was not functional and therefore switched service providers. Our records show that any issues you have communicated to us were resolved promptly with either over-the-phone support or by receiving replacement equipment. 
  
  
  I show we received your written notice of cancellation on 7/28/2022, which will cancel your account at the end of your current term, 6/22/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $589.00. Once payment has been completed, the account will close immediately. 
  
  
  NorthStar's Customer Advocacy department 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:08/10/2022

  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 got service with the understanding that it wasn't going to be a problem when we sold our house. ********** a year ago and they will not let me out of my contract. I do not have another residence to transfer service to nor do I have access to the equipment. The fee to cancel is exactly the monthly rate times the amount of months left. Their customer service is ridiculous and even though they've asked me to send a written notice of cancelation which I provided almost a year ago, they still haven't done anything other than continue to draft my account. Insane for a company to continue billing you for a service you can't use and no longer own

  Business Response

  Date: 08/11/2022

  ************************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you have been a loyal customer since 6/1/2020 and signed a ******** agreement. Our records show you called in on 8/3/2021 and stated you had moved a few months earlier and left the system. Our agent provided move options to which you decided to seek the system being transferred to the new homeowner. On 9/1/2021, we informed you that the new homeowner did not wish to take over the system and presented you with the remaining options while you waited for your new house to be built. We offered a billing hold and equipment installation in the new home. However, you declined. On 9/14/2021, we received your notice to cancel and set the account to cancel at the end of your contract term, 5/31/2025. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $1459.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home 

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17700722
  
  I am rejecting this response because:

  As I have stated multiple times in my conversations - we don't have another residence to move service to.  We are living in our RV.  We would have never set up service had we not been told that cancelling it due to our out of state move not being an issue.  And because you hire sales people to say whatever they need to say to make the sale - we now get penalized.  
  
  Sincerely,
  

  
  ***********************************

  Business Response

  Date: 08/16/2022

  ************************, 
  
  
  It was made clear that you were signing a contract before the equipment installation by the salesman and during the welcome call done by our agents. The terms are clearly stated throughout the contract. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $1459.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:08/09/2022

  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 been with NorthStar for over 2 1/2 years and have never been fully satisfied. About March of this year our doorbell went out for almost 4 months. Had a Tech come out and fix the issue by replacing the doorbell. I was told by the tech that, that should fix our problems. Well that was not the case. We are still having issues with it. Actually had someone come to our front door last night and couldnt even have a conversation with them before it stopped working again. I called NorthStar again tonight and spoke to the IT department and the guy said there was only one more thing that they could do to fix it was to send another tech and take more time off to put a Wi-Fi extension on our modem but he wasnt sure that would even fix it. Then I asked to be transferred to someone who knows about contracts. I spoke to ***** who said that even if they can not provide services that work that we would still have to pay each month until our contract was up. Who is day and age pays for services that dont work? I then asked ***** to speak to a supervisor and he said that his supervisor does not speak to customers on the phone because its his job (******) to help customers. I still asked and he stated he couldnt even guarantee a callback from his supervisor. how is it legally possible to make customers pay for services that you cannot even provide. This is 100% a Consumer issue and more people need to be made aware of the deceit that this company has. Also when I had called back in March someone in customer service had told me that if there was nothing on their end that they could do to fix or give a resolution that we could get out of our contract with no penalties or fees. How come every time you talk to someone at your company everything changes. Also one of the worst customer service experiences is calling North Star.

  Business Response

  Date: 08/11/2022

  **************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show you have been a loyal customer since July 29th, 2020. I show the only reported system issue you have experienced has been with your doorbell camera. I show you did not report this system issue until March 14th, 2022. Our agents attempted the phone troubleshooting, landing on the resolution of a technician appointment. A work order was set up, and our technician reached out several times. However, he could not reach you to schedule the appointment. You did not contact us again until July 18th to reopen the work order and schedule the appointment. The work order was completed, and you reported on August 9th that the doorbell was working better but did not meet your expectations. Our agents then offered to schedule a follow-up service appointment to install a wifi extender to aid the camera's recording ability to meet your expectations. However, you refused. NorthStar has been prompt in working to resolve your doorbell camera issues. We are happy to offer you a 2-month credit and schedule a return service trip to install the wifi extender for your doorbell camera. 
  
  
  
  Should you wish to pursue cancellation, the early termination fee will apply, and a written cancellation notice will need to be submitted. Given the situation, I am authorized to reduce your early termination penalty to $799.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17696083
  
  I am rejecting this response because:

  We never refused to have NorthStar come back out.  The tech support guy told us that more than likely the Wi-Fi extender wouldn't resolve the issue because the modem is 10 ft away from the door bell.  I refuse to keep it if you are not going to provide us with a working system.  We are holding up our end of our contract by paying for services every month but yet you can't guarantee that even if the Wi-Fi extender will work.  I also took time off from work to be there for when the tech came out, who was only there for maybe a little over an hour.  Missed out a whole days worth of pay, now you want me to take yet again another day off to have a tech come out and still may not fix the problem that we are having.  If it doesn't get fixed we are still required to stay in our contract per NorthStar.  This day and age who would be willing to pay for services that you can't receive.  I work at a dental office and that would be like one of the doctors making a patient pay and then not performing the services and the keep the money.  How is that even far as a consumer that you can't guarantee it will work but yet I still have to keep paying $ 65 a month for something we can't use.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/16/2022

  **************, 
  
  
  NorthStar has been prompt in working to resolve your doorbell camera issues. We are happy to offer you a 2-month credit and schedule a return service trip to install the wifi extender for your doorbell camera. Should the extender not work, NorthStar will review alternate solutions at that time.
  
  
  Should you wish to pursue cancellation, the early termination fee will apply, and a written cancellation notice will need to be submitted. Given the situation, I am authorized to reduce your early termination penalty to $799.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

• Initial Complaint

  Date:08/08/2022

  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.

  When I bought my house in ******, I had ADT for my home security. One day, an agent came to my door saying I qualified for an upgrade and that I could get a new Honeywell panel for free that would allow me also to use a new app to monitor my home remotely. So, they installed the new equipment for free (i.e., the panel, door sensors, etc.). They even said they could put something on my garage that would tell me if it was being pried open which I thought was cool. So, I signed the contract but asked the representative why it said "NorthStar" on both it and the app. He told me that ADT was the security company, but that NorthStar was the monitoring service and customer care service that I would list on my alarm permit with the **************.This year, they notified me that 3G was being phased out and they needed to send me a communication module so that my panel still worked if WiFi was down. I installed it, but it never worked despite 3 - 4 calls with tech support. Eventually, the *** told me I would be getting a new panel which was fine. It never came despite two calls asking about it. I was then told that I did not qualify for a new panel and that since my current one still worked over WiFi, the only way I could get new panel that would communicate over 4G was if I paid for it. So, I cancelled my service. The *** told me that there was a 90-day cancellation period and that I was responsible for charges until July 2022. So, I paid and cancelled. When I called in July to confirm cancellation, the new *** told me that my contract had an 18 month auto renewal and was actually responsible for charges until January 2023. I just found out that they have engaged in deceptive sales tactics re: ADT before! Note that this the article talks about "another" settlement meaning this has been an on-going problem. https://www.bizjournals.com/southflorida/news/2019/07/17/adt-settles-another-deceptive-sales-practices.html

  Business Response

  Date: 08/09/2022

  ****************************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. You stated in your complaint that you were received by a NorthStar salesperson in 2016 when the account was originally established. I show you have never complained of this deception in the 6 years since the system was installed nor any evidence to support such a claim. Additionally, it is NorthStars practice to conduct a recorded phone call with each customer upon the origination of a new system. That call includes verbal confirmation regarding the change in companies and the customers responsibility for terminating the contract with their prior alarm company. 
  
  
  Secondly, you stated that you did not receive an updated cell unit for your panel due to the sunset of 3G. I show you received a new cell chip for your panel and that it has been installed. I show our agents have offered to upgrade your equipment free of charge or send a service technician out to service your system however, you have refused those options. 
  
  
  Third, you stated 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 4/4/22, which will cancel your account at the end of your current term, January 7th, 2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $166.00. Once payment has been completed, the account will close effective immediately. 
  
  
  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 

  Customer Answer

  Date: 08/09/2022

   
  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. I will pay a total early termination fee of $166 as final payment to the company to immediately close my account and allow both parties to move on without further conflict. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:08/06/2022

  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.

  We are a military family who PCSd from *********** to ********* ** Aug 21. We had Northstar Alarm Service and sensors protecting our home in *********** since Aug 17 and had arranged with Northstar to disassemble, take our sensors with us and reinstall at our house in *******. We had to wait for house build to be complete in *******, so we suspended Northstar service from Aug 21 to Jan 22. Starting in Jan 22, we went back to paying Northstar $68.05 per month without any services rendered. In Jun 22, our house was complete and moved in 25 Jun 22. We called Northstar 27 Jun after moving in and after 2 hours on the phone and speaking with 2 managers, they refused to accept that we had our own sensors and wanted to sell us new sensors at $10 per sensor. Finally, a manager (*******) provided an email to send pictures of our sensors, which we did, to no response and still no services rendered. Aug 3rd my wife called Northstar again (6 times) and asked to speak to a manager about either confirming the sensors email or cancelling service. She resent the sensor email and theyd look into the matter and call back the next day. On Aug 5th, Northstar finally called back and still argued that we didnt show any proof of owning their sensors and they could only sell us a maximum of 6 sensors. This is unacceptable as we have been paying since Jan 22 for services we havent received and Northstar is refusing to provide enough support and services to protect my wife and newborn daughter. After speaking with 2 managers for 2 more hours, my wife asked to cancel our contract. To which, cancellations **** quoted us $2,572.29! Again, we havent received any service from Northstar since Aug 21 and yet have been paying $68.05 per month since Jan 22 for absolutely no protection and no customer service when trying to protect our new home. They are not standing by their end of the contract, so why should we have to pay over $2,500 to terminate our contract?! This company needs to go!

  Business Response

  Date: 08/08/2022

  ********************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that on 8/12/21, our service technician came and uninstalled all listed equipment, including 8 door/window sensors. I show all sensors were given to you by the technician. I show that when you called in to set up the reinstallation, you told our agents that you could only provide 4/8 sensors for reinstallation. Our agents provided a solution to provide a hardwire translator for the sensors that were provided and stated that because the other sensors were lost, we cannot authorize replacements without charging you the equipment fees since NorthStar is not at fault.
  Additionally, our agent offered 2/4 replacement sensors for free to reduce the cost due to the situation. However, you refused. We understand the importance of a working system and are happy to schedule the reinstallation in your new home. The equipment cost will be applied if you wish to include additional sensors. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17679557
  
  I am rejecting this response because:  as per provided emailed pictures and calls, we did not receive the sensors from the technician that were removed 8/12/21 from our previous home. Northstar wants us to use a transformer for the existing hardwired door and window sensors that we paid for in our new home build. We do not want these hardwired sensors disturbed via a transformer altering the integrity of our new house, and Northstar has been unwilling to replace the sensors we never received from the technician. To date we have gone 7 months paying over $68/month for a security service we have not been receiving and 3 months calling and emailing back and forth with several Northstar managers who have refused to reasonably handle the situation. At this point it is best for us to part ways and cancellations arrange a reasonable price to leave our contract. A contract that Northstar is not honoring their end by not providing monitoring and security service we have been paying for months. We will find a more reliable security company that is not a scam and is ready to protect our home. It's shameful the way this company treats it's customers, especially a military family who had to PCS cross-country serving and protecting this nation, with no security service being provided at home. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2022

  ********************, 
  
  
  The photos provided were provided after you and your family completed the move to your new home and therefore do not support that the technician did not give them to you immediately after the equipment was taken down. I show no record of you calling in and stating that you had experienced any issues with not having received all equipment when the technician took down your system immediately after. NorthStar is not liable for any equipment lost by our customers. Regardless, our moves department has provided an applicable solution with the transformer or purchasing new sensors; however, you have declined these options along with declining the reinstallation of the equipment. I show we have offered billing holds regarding moving to a new location and waiting for your house to be built. Additionally, NorthStar has upheld the contract to provide service. Therefore you are still liable for the contract you hold with us. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $2108.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17679557
  
  I am rejecting this response because: as attached pictures were provided in 27 Jun email to Northstar showing what was given to us by the tech. The box was not opened until we moved into the new build because it was in storage and shows sensors missing. Northstar has not complied with their end of the contract since we needed more sensors and we should not be forced to purchase something that was not provided from the technician at time of removal. Trying to charge us for something the technician did not provide is not ok. I don't believe it is fair that we have to pay $2,100 on top of what was already paid to Northstar. We were granted a 3 month suspension of our contract until Dec 21, but we're not allowed to extend further even though we were still in an apartment and didn't need service. Hence we started paying again in Jan 22 even though we didn't move unto the house until the end of Jun 22. I have emails and proof of all communication. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/10/2022

  ********************, 
  
  
  As stated previously, the photos provided were provided after you and your family completed the move to your new home and therefore do not support that the system was not fully taken down. I show no record of you calling in and stating that you had experienced any issues with the system taken down or stating it was partially taken down. Our technicians do not leave the premises before confirming with corporate and the customers that the system equipment has been successfully taken down and provided to the customer. 
  
  
  Our moves department has provided an applicable solution with the transformer or purchasing new sensors; however, you have declined these options along with declining the reinstallation of the equipment. NorthStar has upheld the contract to provide service. Therefore you are still liable for the contract you hold with us. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $2108.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17679557
  
  I am rejecting this response because:

  I was not aware that I had to supervisor you tech and make sure they did their job. I loved from *********** the day after they put the items in box and did not open until I call on 6/27/2022 to have the system reinstalled. I spoke supervisor ******* and he his the one that told me send in photos. Once e-mail and photos were received he would be able to help with this situation. I did as I was told and never received a response. I called back again on 8/5/2022 and they said oh our email system is not working correctly please send email to : they gave me 6 different emails. They then stated a supervisor would contact me back. No call was made. So no you have not kept your end of the contract. I should not have to pay more money to get a service I am supposed to be receiving. Asking me to over $2,000. Is completely outrageous since I was not the one who didnt include all the equipment. It was your technician. I understand that yes I should have to pay portion of the contract but I should not have to pay $2,000. This seems to be a common issue with this company of trying to take advantage of people. Obviously we are not a good fit this company and vice versa. Fair is paying half of the cancellation fee since i am not receiving services. I can also send what the tech came me back for free so you can you with someone else.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2022

  ********************, 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $2108.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17679557
  
  I am rejecting this response because there is no way we should have to pay over $2,100 to terminate service that we havent been receiving and are getting penalized for a technicians error. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/03/2022

  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 requested in writing for this company to terminate my account as it is now on a month to month basis. This was 2 months ago. I see on my bank statements that not only is the money still being taken out of my account when I called to ask why one of the account was extended by them for 6 more months. I sent my letter to them in plenty of time for them to cancel. I have called many times and questioned why. I was told it is their standard practice to do this in many states ************** not being one of them. The account manager's Easton euvalois and *********************** keep giving me the run around and one of them actually hung up on me. I no longer use this alarm system and have no where else to turn because the company told me that they are the only ones who can handle this. I am a disabled veteran and can't afford to just give my money away. They are a fraudulent company

  Business Response

  Date: 08/05/2022

  ************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show that we did receive your notice of cancellation on 5/4/2022. Your account is set to cancel at the end of term, 12/15/2022. Should you wish to cancel your account immediately, the remaining contract balance of $199.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  
  
  NorthStar Home 

• Initial Complaint

  Date:08/03/2022

  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 in 2016 when I moved into my home. I've wanted to cancel my services last year however they told me I had to write a Notice of Cancellation. I thought if you did that they would cancel your service and would have to pay the remanider of what you owe with a discount rate. At the time I didn't want to do that because I didn't have the money to do so. Therefore, I waited until my contract was almost over this year, which I thought was in November. Therefore I called yesterday to clarify some information to make sure I had ample time to cancel my contract. However, when I spoke to the account manager they renewed my contract without telling me. Apparently I misunderstood them and my contract isn't up until September of this year which I thought was in November. Therefore, according to them my new contract won't be over until March ****!!! I refuse to pay! I thought I had to write my letter 60 days before hand as some companies require it to the date so I thought that was the same case. I also thought my contract ended in November which is why I was calling in August to give myself enough time to cancel. I do not want to renew but they just do it automatically which is not ok!

  Business Response

  Date: 08/05/2022

  ******************, 
  
  
  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 you called on 5/01/2021 regarding the cancellation. Our account managers explained the cancellation process, including that the cancellation notice needed to be received within 60 days and provided your contract end date. They stated that should you wish to cancel immediately instead of the notice of cancellation canceling the account at the end of the term, the remaining contract would need to be paid. 
  
  
  I show we received your notice of cancellation on 8/3/22, which will cancel your account at the end of your current term, 3/6/2024. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $991.00. Once payment has been completed, the account will close effective immediately. 
  
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17665761
  
  I am rejecting this response because: I honestly thought my contract was up in November which is why I was calling before the 60 days to confirm the details. Yes, I called last year but that was over a year ago which again was why I wanted to confirm how to cancel my membership. In addition, I signed this contract almost 7 years and sorry if I don't remember every little detail about it all. I have a lot going on with school starting and raising a 2 year old daughter basically on my own, I am trying to condense my finances. This was a cost I was trying to eliminate and now according to this ridiculous contract I have another 18 months. Also, I honestly thought I had to cancel exactly 60 days which again I was giving myself time to do so. I don't believe I should pay this "new' contract and I should have received notice that, Hey your contract is about to renew so please be aware of that or something along those lines. We as humans have a lot going on and I thought I was ahead of the game but this is something I no longer want and tried to cancel but I still had time on my contract from last year which is why I was waiting to cancel this year in November, which again I thought that was when it was ending. I don't agree with this and will not pay the additional cost. 

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

  Business Response

  Date: 08/10/2022

  ******************, 
  
  
  We understand that our customers may have a lot going on and are happy to help or answer any questions. Our agents provided all information per your requests. It is, however, also the responsibility of the customer to understand the terms of the agreement. You initialed and signed the contract, agreeing that you understood those terms and are also liable to maintain a copy of the contract and abide by those terms. Should you be experiencing any financial hardship, please contact our agents so we can review the several options we have that can aid in providing you relief. 
  
  
  However, the early termination penalty will be required if you wish to cancel. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $991.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

• Initial Complaint

  Date:08/02/2022

  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 a contract with this company in 2017. Because I relocated in August of last year, I tried to cancel my service. I was told that because I signed a 5-year contract, I couldnt cancel before April 2022. I was told that I would need to send a signed copy of my notice to cancel to *********************************** Since my adult aged daughter was still living in the house, I patiently waited for the time to pass. I sent an initial notice of cancellation to the e-mail address on May 28, 2022. I received an automated reply acknowledging receipt of the e-mail and was informed that the review process takes about a week. I noticed that I got charged in June. On June 27th, I sent another e-mail and attached a copy of the original e-mail informing them that I noticed I got charged after I sent my notice to cancel services. I explained that I no longer live at the prior address and this is my reason for wanting to cancel services. At this point, I recalled hearing something about a 60-day advanced notice and patiently waited to ensure I didnt get charged another month. I got charged for service again on July 26th. I realize that technically, the 26 of July is still within the 60-day window, but I should have received some communication saying that my case has been reviewed and provided confirmation that my contract would be cancelled on a specific date by now. Its been well over a week and I have not received any further communication. We are trying to prepare that house to sell now and we need the service cancelled.

  Business Response

  Date: 08/05/2022

  Ms. Skipping, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. You stated in your complaint that you were told you could not cancel your contract in April of 2022. I have reviewed the call taken on March 30th, 2021. Our agent reviewed the requirements for the notice of cancellation and contract end date and stated three times that the cancellation needed to be submitted and received 60 days before the end of your contract date. We are happy to send you the recorded call for your review, should you request it. 
  
  
  I show we received your notice of cancellation on 5/27/22 which will cancel your account at the end of your current term, 10/24/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $765.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best,
  
  
  NorthStar Home 

• Initial Complaint

  Date:08/01/2022

  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.

  Time and time again I have been told that someone is going to come out to repair my system and nothing happens. I am paying for a service and not receiving what was agreed upon. I have given them plenty of chances to fix camera issues and panel issues to no avail. Now "account managers" hang up.

  Business Response

  Date: 08/05/2022

  ******************,
  
  
  I write in response to your recently filed complaint. We apologize for the service issues you have experienced and appreciate your patience. I show this is scheduled for a service technician to come and complete the work order. Please let us know if you need anything further. 
  
  
  Best, 
  
  
  NorthStar Home

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17653591
  
  I am rejecting this response because:it took me filing a complaint. I would like out of my contract for breach of contract due to lack of service and equipment not working properly for months. So paying for a service which I am not receiving. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2022

  Mr, *******,
  
  
  We understand the urgency of a working system, and as stated in the contract,  "The Company will repair the problem as soon as it reasonably can after it receives the Customers notice." As we are still within the contract terms and actively working to fix your system, we cannot cancel your account without paying the early termination penalty. We are happy to offer you a 3-month credit for the service issues you have experienced. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $850.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17653591
  
  I am rejecting this response because: this has not be fixed in a timely manner it has been over six months not to mention the lost of items and damage to my truck twice with no video coverage due to the camera not working. While I note and not clear that the whole amount can not be waived but will agree too $250 in fees.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/09/2022

  ******************, 
  
  
  
  Our records show that you did not inform us of any equipment/system issues until May 2022. Had any equipment issues been experienced before this, proper notice was not provided to NorthStar. As stated in ********************** DOES NOT WARRANT: THAT THE SYSTEM WILL NOT BE DISABLED, COMPROMISED OR CIRCUMVENTED; THAT THE SYSTEM WILL PREVENT ANY LOSS OF PROPERTY OR PERSONAL INJURY BY BURGLARY, HOLD--UP, FIRE, MEDICAL PROBLEM OR OTHERWISE; OR THAT THE SYSTEM WILL IN ALL CASES PROVIDE THE DETECTION FOR WHICH IT IS INSTALLED." Therefore as stated previously, we are still within the contract terms and actively working to fix your system; we cannot cancel your account without paying the early termination penalty. We are happy to offer you a 3-month credit for the service issues you have experienced. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $850.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17653591
  
  I am rejecting this response because: I know whats in the contract but every time I call with a concern I am told you have to renew or extend my contract. You have a duty to ensure everything is working properly which it has not for almost a year. You all never take responsibility. Notice I had to file a complaint with the BBB in order to have a conversation since all your employees dont have a manger and state your in a contact! Three months of service is not enough for all the months I have been paying for a service I am not receiving. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/10/2022

  ******************, 
  
  
  The agreement addendums our agents offer are given as an option, along with many other options that our customers can choose from for system resolutions; they are not required. You did not report any system issues until May 2022. Without proper notice, NorthStar is unable to resolve system issues. We are happy to offer you a 3-month credit for the service issues you have experienced. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $850.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17653591
  
  I am rejecting this response because: there were no options given and if you take a deep dive in my account you will see other issues that were never resolved. If you are not going to meet in the middle then I want my monthly amount reduced and removed from automatic payment. I will never use you all again. Also, I might me getting military orders. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/11/2022

  ******************,

   

  Our records show that you did not inform us of any equipment/system issues until May 2022. Had any equipment issues been experienced before this, proper notice was not provided to NorthStar. As NorthStar has offered system resolutions, we cannot authorize lowering your monthly monitoring rate. Please contact our billing department if you wish to change your billing preferences. Please contact our customer service agents to discuss move options if you receive military orders. 
  
  
  
  Best, 
  
  
  NorthStar Home 
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17653591
  
  I am rejecting this response because: there was no fair resolution and they continue to put out miss information. Why pay for a camera that really never works properly. I would if people would answer yet again poor customer service and not filling the contract. 

  
  Sincerely,
  
  ******* Delgado