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:07/31/2022

  Type:Customer Service 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.

  I reached out to NorthStar by Phone on 6th June concerning issues I was having with my Alarm System due to resetting it from my previous tenant back to my information. I inform the representative that my front door sensor was not working and I was having issues resetting the back yard camera. I preform the recommend actions to take before they would schedule a technician to come out. It didn't work. The rep Rebekah R******* put in a workorder on 8 June for approval and then reached back out on 10 June to say that the manager rejected workorder because it was not on my contract. Which is not true because I pay for the services and equipment monthly. Unless they were charging me erroneously for equipment they did not install for the pay 4 years. If so I need a refund immediately. The rep requested pictures of the camera and I sent them to her on 12 June. I expressed to her my displeased with NorthStar for not approval my workorder and taking me through all these different changes. I spoke with her by email on 14, 22, 23 June requesting an update and resolution. I got that she was still having a hard time getting an approval I told her to just put the workorder in for the door and I'm going to fie a complaint. I called NorthStar on 28 June and requested assistance. They told some one will contact me soon. A technician contacted me 24 to 48 hrs later saying that he would be coming out to fix my issue after the 4th of July holiday. I said of okay. On 12 July I called back to let them no that the technician never called back to schedule an appointment. Again I was told some one will contact me to schedule a service appointment. As of today 31 July no has called. This is unacceptable and bad customer service from NorthStar. At this point I do not want to use their services any more and want to cancel my contract effective immediately with no outstanding financial obligation against me for anything . This company is horrible and care nothing about their customers.

  Business Response

  Date: 08/05/2022

  Ms. ******, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I apologize for the service issues you have experienced. NorthStar understands the importance of a well-functioning system. I show we have reached out to you to schedule a service appointment. However, you declined service. We are happy to offer you a 3-month credit and schedule your service appointment to get your system checked and in operational order. Please let us know the best time to schedule your service appointment. 
  
  
  Best, 
  NorthStar Home 

  Business Response

  Date: 08/08/2022

  Ms. ******,
  
  
  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 Customer’s 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 and schedule your service appointment to get your system checked and in operational order. Please let us know the best time to schedule your service appointment. 
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $588.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/10/2022

  
  
  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. Under the circumstances I will not scheduled any services appointments since I have called and canceled my services. I will accept the discount off the early termination fee and pay the $588.00 to be completely zero out from my contract with NorthStar. Please provide me the contact information needed to make the final payment of $588.00. I will also like receipt statement email or mailed to me for my records, once the early termination fee has been made.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/29/2022

  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.

  My northstar camera equipment stop working correctly on April 4, 2022. Eight times I've had to take off work only for no one to show up. When I speak to the contractor that northstar has hired * they say sorry no one is a available, or let's reschedule only for it to happen again. Yesterday I had a package stolen from my front door that was delivered by instaCart from meijer * i can't see any footage bc my camera isn't operating properly. I believe the contractor thinks they can jerk customers around with no recourse. Today was the 9th time I HAD TO CALL THEM asking when will my equipment be replaced or repaired. Please help me.

  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 today 8/5 for the service technician to come and complete the work order. Please let us know if you need anything further. 
  
  
  Best, 
  
  
  NorthStar Home

• Initial Complaint

  Date:07/27/2022

  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.

  January of 2022 after several attempts to resolve my security system with NorthStar due to it was not working, even after the battery was replaced. I had made several attempts to have a tech from their company to come to our home to service the system that we have had for more than four years. No results, can't get a person on the phone, waiting on hold for more an hour. I finally contacted ADT to replace my security system. NorthStar was contacted. They indicated we still owed money and settled on an early termination fee which was paid via money order in the *** of $187.44. on 06/22/22. Since that time, we have had continued phone calls threatening remarks of sending me to collection and ruining my credit if we don't pay them a monthly fee of $ *****, they say I owe from March 2022 to current, approximately $270. 00.. Now they are saying they have either lost the check or have not received it.Our security system had not worked for month, they knew this and contacted us prior to January 2022 I have the written early termination agreement statement and the copy of the **** check #***********

  Business Response

  Date: 07/28/2022

  ******************, 
  
  
  I write in response to your recently filed complaint and have reviewed your account. I show a replacement battery was sent and received by you in December 2021. A text message and email with instructions on installing the panel battery with the alternative of calling our technical support for live help via phone with one of our agents was also sent to you. I show you called in on 1/24/2022 regarding the installation of the battery. Our technical support tried calling and emailing you to assist with installation; however, we did not receive a response until 3/7/2022. You alerted us that you would prefer a service technician to install the battery and do a system review. Our Agents began setting up the work order when the call cut out. Our agents tried calling back several times but received no response. Therefore, they closed the work order. 
  
  
  I show we received your notice of cancellation, and it has been processed. Our agents instructed that the contract balance was due to finalize the cancellation. Our agents have reached out multiple times to obtain the final payment and have continuously instructed that we have not received anything thus far. We understand you stated you sent a money order and ask you to speak with the agency that can track the payment. Once the final payment has been received, the account will close immediately. 
  
  
  Best, 
  
  
  
  NorthStar Home 

• Initial Complaint

  Date:07/26/2022

  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.

  The contract was cancelled one year ago, July 2021. I've spoken to a customer service representative many times and I have a record of text messages. I also cancelled the contract via written word. In spite of the fact that their equipment was removed over a year ago because it never worked, Northstar insists it is monitoring our home. Also, the company continues to call, write, and text with threatening insinuations. This harassment must stop!

  Business Response

  Date: 07/27/2022

  Mr. *****, 
  
  
  I am in writing in response to your filed complaint and have reviewed your account.
  You stated in your complaint that you were unaware of the auto-renewal process. However, Section 1.1 of your contract with NorthStar reads, “…THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMS…UNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM.” 
  
  
  I show we received your notice of cancellation on 4/20/22 which will cancel your account at the end of your current term, 11/10/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $899.00. Once payment has been completed, the account will close effective immediately. 
  
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/16/2022

  Re: Account # ********* -- This is a response to the contention  from Northstar that there was a cancellation/closure of my account on 4/20/22 and Northstar's offer of my paying them $899.00 as a termination penalty.

  
  

  1) On its face, the aforementioned Northstar response admits that a cancellation/closure of said contract was submitted by ************** and approved by Northstar, although the date cited of 4/20/22, is inaccurate.

  
  

  2) **************' initial complaint with Northstar's ****************** was on January 3, 2020, where he stated: "I will not update till you fix the system. No more payments this till this is done."

  
  

  3) On Monday, February 3, 2020 at 9:12 AM. Northstar Billing wrote: ************** ... card information used for auto draft payments on Account ********* has expired.

  
  

  4) On February 3, 2020 ************** to Northstar Billing: "When you fully installing i will restore pay not until this done ..."

  
  

  5) On February 17, 2020 at 3:29 PM, ************** contacted ***********;*****.******.*****@northstarhome.com

  
  

  6) No communication from Northstar to ************** for 2 years 6 months. ************** argues that the lack of communication/silence from Northstar for a period of 2 years 6 months constitutes acceptance of his cancellation/closure of Account #*********.

  
  

  7) On July 25, 2022 ************************* of Northstar wrote ************** "Due Balance Alert of $127.72).

  
  

  8) On July 25, 2022 ************** responded to ************************* of Northstar at 5:20 PM.

  
  

  9) On July 26, 2022 ************** filed a complaint against Northstar with the BBB for Northstar's defamation and harassment against him. He sought --- and is seeking the following remedies: a. Written confirmation of cancellation/closure of Account # *********; b. Elimination of **********************'s requested $899.00 for an early termination penalty; c. Northstar notification to all pertinent credit report bureau's, such as Equifax, to correct and update **************' good credit. 

  
  

  10) On August 2, 2022 at 7:03 AM Northstar Collections notified ************** that his "... account ***** days past due in the amount of $127.72).

  
  

  11) On August 5, 2022 at 9:19 AM ************** notified Northstar Collections that "I don't owe you a thing ... will never give you a cent ..."

  
  

  12) On August 9, 2022 at 7:11 AM Northstar Collections notified ************** that his " ... account ***** days past due in the amount of $142.72).

  
  

  13) On August 15, 2022 at 9:25 AM Mr.

  ***** contacted Northstar Collections writing: "You are not monitoring my home ... cancel your service months ago ... your equipment doesn't work ... never did ... let's go to court ... "

  Business Response

  Date: 08/16/2022

  **************, 
  
  I am in writing in response to your filed complaint and have reviewed your account.
  You stated in your complaint that you were unaware of the auto-renewal process. However, Section 1.1 of your contract with NorthStar reads, THIS AGREE WILL AUTOMATICALLY RENEW FOR SUCCESSIVE EIGHTEEN (18) MONTH RENEWAL TERMSUNLESS THE CUSTOMER OR COMPANY GIVES WRITTEN NOTICE OF CANCELLATION TO THE OTHER AT LEAST 60 DAYS PRIOR TO THE END OF ANY INITIAL OR RENEWAL TERM. 
  
  I show we received your notice of cancellation on 4/20/22 which will cancel your account at the end of your current term, 11/10/2023. We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $899.00. Once payment has been completed, the account will close effective immediately. 
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 08/30/2022

  Northstar Management:

  
  

  My response to you is in the body of this email stream. The date of my response was August 15, 2022. Please scroll down to read my response. Under separate cover I have sent you the information I received and used to file a complaint against you, again in tandem with the list below that you will scroll down to see, in 2021. These detailed dates and messages make it abundantly clear that I complied with your requirement of 60 days notice of cancellation. Once again, I ask you to stop your harassment.

  
  

  I await your response.

   

   

   

   

  Re: Account # ********* -- This is a response to the contention  from Northstar that there was a cancellation/closure of my account on 4/20/22 and Northstar's offer of my paying them $899.00 as a termination penalty.

  
  

  1) On its face, the aforementioned Northstar response admits that a cancellation/closure of said contract was submitted by ************** and approved by Northstar, although the date cited of 4/20/22, is inaccurate.

  
  

  2) **************' initial complaint with Northstar's ****************** was on January 3, 2020, where he stated: "I will not update till you fix the system. No more payments this till this is done."

  
  

  3) On Monday, February 3, 2020 at 9:12 AM. Northstar Billing wrote: ************** ... card information used for auto draft payments on Account ********* has expired.

  
  

  4) On February 3, 2020 ************** to Northstar Billing: "When you fully installing i will restore pay not until this done ..."

  
  

  5) On February 17, 2020 at 3:29 PM, ************** contacted ***********;*****.******.*****@northstarhome.com

  
  

  6) No communication from Northstar to ************** for 2 years 6 months. ************** argues that the lack of communication/silence from Northstar for a period of 2 years 6 months constitutes acceptance of his cancellation/closure of Account #*********.

  
  

  7) On July 25, 2022 ************************* of Northstar wrote ************** "Due Balance Alert of $127.72).

  
  

  8) On July 25, 2022 ************** responded to ************************* of Northstar at 5:20 PM.

  
  

  9) On July 26, 2022 ************** filed a complaint against Northstar with the BBB for Northstar's defamation and harassment against him. He sought --- and is seeking the following remedies: a. Written confirmation of cancellation/closure of Account # *********; b. Elimination of **********************'s requested $899.00 for an early termination penalty; c. Northstar notification to all pertinent credit report bureau's, such as Equifax, to correct and update **************' good credit. 

  
  

  10) On August 2, 2022 at 7:03 AM Northstar Collections notified ************** that his "... account ***** days past due in the amount of $127.72).

  
  

  11) On August 5, 2022 at 9:19 AM ************** notified Northstar Collections that "I don't owe you a thing ... will never give you a cent ..."

  
  

  12) On August 9, 2022 at 7:11 AM Northstar Collections notified ************** that his " ... account ***** days past due in the amount of $142.72).

  
  

  13) On August 15, 2022 at 9:25 AM Mr.

  ***** contacted Northstar Collections writing: "You are not monitoring my home ... cancel your service months ago ... your equipment doesn't work ... never did ... let's go to court ... "

  Business Response

  Date: 08/31/2022

  **************, 
  
  
  As stated previously, 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 4/20/22, which will cancel your account at the end of your current term, 11/10/2023. Should you have proof a WRITTEN AND SIGNED notice was submitted AND received by NorthStar prior to 4/20/22, please attach it for review.
  
  
  
  We cannot waive all early termination penalties. However, given the situation, I am authorized to reduce your early termination penalty to $899.00. Once payment has been completed, the account will close effective immediately. 
  
  
  Best, 
  NorthStar Home 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17628807
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************