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:09/03/2024

  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 sold a home in **********, ************** in October, 2019. At that time, I called all services to cancel. One of those services was with Northstar Alarm. When I called (one representative stated I called in March 2019), no one told me to come in and sign the cancellation. There was not an office in **********. Recently in analyzing my checking account, I realized they have been charging me for services since that time in the amount of $60.86 monthly. I have receive no calls or mail from them during this time. I talked to two representatives who refused to let me speak to anyone higher. He did state that my system was not working. I continue to try yo find a customer service representative I can talk to. I left my folder of information with the new owner thinking they might want to connect the services. I stated that I met with my bank and canceled the payments after July, 2024. They responded they would be reporting me to the *************** They have withdrawn for 63 months after my cancellation.

  Business Response

  Date: 09/19/2024

   In her complaint, Ms. ***** states that she was told by a NorthStar representative that in order to cancel her account she must physically visit a branch of the company. This is incorrect. The company's policy, which was relayed to Ms. *****, is only that she must send a written request for cancelation to the company at either its headquarters in ****, **** or by email at ****************************************************************. These cancelation options were explained to Ms. ***** when she called the company in 2019. The company created a cancelation case and subsequently called the customer several times, leaving four voicemails. Ms. ***** never responded to the company's attempts to contact her. NorthStar requires customers to submit written cancelation requests, and will not cancel accounts over the phone. The purpose of this policy is to protect customers from fraud and would-be burglars canceling the security system on a home to avoid intrusion detection. Ms. ***** failed to submit a written cancelation notice at any time and her account therefore was not canceled. 
  
  
  Ms. ***** also states that in her recent communication with NorthStar she was told she would be sent to collections if she failed to pay her account without properly canceling. Her account is currently past due in the amount of $60.86. As an accommodation, NorthStar will now cancel her account based on her written request through your office, and forgive the outstanding amount. Ms. ***** will have no further financial or other obligations to NorthStar.
  
  
  Please let me know if I can be of additional service.

• Initial Complaint

  Date:02/02/2024

  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.

  On May 13, 2022, spoke with ****** at NorthStar Alarm Services; informing him that I will be canceling my alarm service with them. He quoted me $1633.59 was the termination fee and I can make monthly payments. I sent in a Notice of Cancellation on 5/13/2022. I started making payments. Which I thought was payments processed. On February 2, ****, talk with ****. He said all my ACH payments was returned. The bank doesnt see any return payments. ****, told me that the original cancellation fee has been voided after a year and I am back on the contact agreed amount. They have been billing me monthly for a service I dont have with them. I would like for NorthStar Alarm Services of all parties to stop contacting? I think this is a unfair practice. Thank you, *********************; USNavy Retired

  Business Response

  Date: 02/05/2024

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

  After looking at your account I do see that we have not received a payment from you since 2022, like the representative included who spoke with you. Can you please have your bank send documentation showing those payments being processed? With that we are more than happy to look more into those payments. As well I see that your system is active and currently being monitored.

  Thank you,

  Katelyn Bridge

  NorthStar Alarm Services, LLC

   

• Initial Complaint

  Date:12/20/2023

  Type:Billing 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 the northstar representative came to our house that day I told them I was not interested. My husband is the one that talked to representative. I left the room because I had a conference call. The representative ask me to sign the contract because of permission for setting up phone. I asked the representative why everything was not filled out and he replied we just need your information and we will fill out your husbands since I was in a meeting. I feel the representative miss represented his self. My husband or I had no idea my name was the only signature on contract. My husband had try to cancel and was told he could not until 2022. I never received any notices because Northstar only had my husband account and his email. I have been asking for the bank information since September 2023. I did get contract and that is when I seen only my signature with my hubands information. My husband's bank account was scam in May 2023 and account closed. Northstar then started harassing me and refuse to talk to my husband. I feel Northstar miss represented theirself and my husband had been trying to cancel with no success. I feel we should not be charged the $547. The service has not worked properly.

  Business Response

  Date: 12/28/2023

  Hello Miss ********,
  
  We are sorry to hear of your experience and frustrations. We try to follow a protocol for all new accounts to make sure we have all the information and the customer understands the agreement they are entering. I have included the agreement that was signed and we also have a QA (too large of a file to attach here) that was completed with your husband. We went over all the terms in the agreement as well as if there were any questions. I understand if you wanted your husband included as a Contact or even a joint name on the account, but that could have been requested with the proper verification. As for the notice of cancellation details, we see you reached out in your first renewal period, and the cancellation of the account due to collections was just to complete that renewal. There was an the early termination fee, and had the early termination fee been paid the customer could have cancelled for a discount at any point thereafter.
  
  Lastly, regarding the concern the sales tactics, as an offer to you we can offer to settle the remaining balance for $250. The collection agency may have already offered a settlement amount, but this will supersede any such offer.
  Regards,
  Katelyn B*****
  NorthStar Alarm Services, LLC

  Customer Answer

  Date: 01/02/2024

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

  ******* ******** 

  Business Response

  Date: 01/09/2024

  Miss ********,
  
  I meant to confirm are you completing the payment digitally, via check, to us or to Monarch?
  
  Thank you,
  Katelyn B*****
  NorthStar Alarm Services, LLC
  

  
  

  Customer Answer

  Date: 01/10/2024

  
  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:09/07/2023

  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 system automatically renewed our contact in 2022, so in October of 2023 it was due to expire. The company told us that we had to submit in writing a 60 day notice to discontinue our service. We started giving them written notices beginning in June 2023 and has continued to date. They informed us that they extended the contract until March of 2024.And that they did not receive our notice in the proper time frame. We want out of our contract, the original contract expired in 2017. We do not want their services anymore

  Business Response

  Date: 09/18/2023

  Attached are the agreements the customer had signed and initialed. As well as our most recent communication with the customer.

• Initial Complaint

  Date:09/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract for home security in 2018 with this company for 5yrs I was briefed by the sales team on the contract and how it wood work and that the contract will end on the same date 5 yrs later will that would have been April 2023, I received a call from a collection department stated that I was behind in payments. Well the contract ended I was told by the REP that if I did not send in a cancellation notice 60 days prior to the end of the contract that the contract would renew for another 18mths and if I wanted to get out of the contract I would need to pay a early release of $900 or my new contract would be until 11/2024. This company failed to let me know this information at the start of the contract or give any warning that this was about to transpire. I talked with the customer rep and explained that the payments stoped at the end of the contract is the reason there has been no payment. My Desired resolution is to not have to be in this contract for another 18mths because this company failed to inform me of any upcoming issues with this account such as needing to send in a letter 60 days ahead of the end of the contract.

  Business Response

  Date: 09/11/2023

  Please see attached customer agreement. Mr. ****** had signed and initialed agreement that clearly stated the agreement auto renewed after 18 months if customer did not give a formal cancellation request 60 days before. Customer would have had to send in his NOC by 3/7/2023 for it to not auto renew. That is 60 days prior to the end of the current term. Customer was quoted $973.40 to cancel. Please let me know if any additional information is needed.

  Thank you,

  Katelyn B*****

  NorthStar Alarm

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 cancelled services with Northstar Alarm in 2019 and they continue to call and harass me about paying them money when I called in and cancelled services. I don’t even live at the same location that’s why I cancelled services and yet they still call me day and night.

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 canceled our service on 6/15/2023 by phone.They are continuing to bill me as of August 2023. It is now owned by ADT and I cannot reach them to even address the issue on 8/7/2023.

• Initial Complaint

  Date:07/25/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2018 I signed a 5 year service agreement with Northstar Alarm for a home protection service. The system made 2 false alarms to the police because of a low battery. 1 alarm I was able to cancel. The other alarm the police came to my house. I called Northstar on 7/6/2021 to cancel. The customer service rep told me to write down the criteria required to cancel and send it to Northstar within 60 days of the contract expiration. On 2/2/2023 I called to cancel and was told that the contract had already been autorenewed for 18 months. I feel this is a very preditory business practice: Northstar could have given me a renewal notice. Northstar could have renewed on a monthly basis after the original contract expired. This extension is for $1,079.82. That is very significant for me. I'm 77 years old and living on a fixed income.

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9th I contacted NorthStar via telephone and email to discontinue alarm monitoring service at my home. I spoke with a rep Issac he advised there was no manager available to assist with my request. I contacted the business again after 2 business days for the same matter and was told again the same thing there was no manager available. I sent an email on May 11th to the following email address retrieved from there website: **********************; ************************* and ********************* with a request to terminate service. In addition, contacted my bank to put a stop payment and as of today (7/20/23) the company has not responded to my email and has charged my account with Wells Fargo once again. The fraud department at Wells Fargo has issued a fraud claim for this company. I am seeking a resolution to discontinue services with this company.

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Starting over 3 years ago I tired to cancel this service due to non working equipment I filled out there on line cancellation form several times however when I got to the submit button it would not let me go any further I disconnected the cameras and removed the thermostat and alarm box and boxed it all up I have sent e mail after e mail only to have them returned stating they where unable to deliver. After canceling autopay to this company I received a phone call, I spoke to a woman at the company two years ago and told her I had tried several times to cancel service on line and that I wanted to cancel service service had not been connected for over a year. I was told I would have to pay a 300 cancellation charge plus a years worth of monthly payments for a service that was not even operational. I told her no. Now I am receiving threatening phone calls that I owe them $2500 now or they’re going to come after me legally I have not use this service in over three years and I do not intend on paying them because the service was never fixed or working correctly. I’ve had them for several years since 2013 I believe and it was at first a good service, however, since 2013, the service was nonexistent. yet I continue to pay for it until 2020 now they are demanding $2500 oh, you’re going to go after me in the court of law