Complaints for NorthStar Alarm Services in Lehi, UT

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
0	Unanswered

5 complaints against NorthStar Alarm Services

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10/24/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $50.00 Amount Settled: $0.00

Customer Complaint

9/26/2023

I've been calling Northstar for years with no result. Northstar will not let me cancel services without paying the total due. I'm not sure how many years ago it was but I ordered the outdoor camera. I agreed to sign with them for 5 years. Well after 3 different installers came out noone could get the camera to work. So they gave me a piece of shit indoor camera that didn't serve my purpose. I've had my alarm unhooked for over 2 years because it kept going off internally and Northstar would never come and fix the problem. This was happening 2-3 times a day. I've had no choice but to pay it but I think this is ridiculous. My friend told me to file with you. Thank you Resolution Sought Refund me and stop payments

Company Response

9/27/2023

Hello Ms. Lynch, After seeing your complaint we looked into the history of your account to see if we could provide anything. We see you first wanted to cancel in February 2016, our Customer Service team tried calling you back but there was no response. Your account then went into past due. In January 2022 there was communication of technical issues and emailed instructions to try and fix by self, and over the phone we received confirmation the issue was resolved from customer.

Customer Rebuttal

9/29/2023

My problem is I'm paying for a system that doesn't work. You guys had me take the alarms off and reset them numerous times. It was very annoying going off every day. I don't have the camera that you said I have that caused a 5 year contract. How can I have a contract for a camera that never worked. I've dealt with this for years because I didn't have the time or energy to keep going back and forth

Company Final Response

10/23/2023

Company states; we would like to make additional steps to rectify Ms. Lynch in her experience with northstar. We would like to offer an early termination immediately of her account as well as $150 refund for her issues with the camera. The continued monitoring of the system was priced outside of that. Thank you, NorthStar Alarm

10/26/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: Amount Settled: $0.00

Customer Complaint

10/12/2022

I call NorthStar Security System, I spoke to Dylan, I told him that I would like to cancel my contract with them and he told me I couldn't because they sign me up with the company. I said you can't do that, he told me it is in your contract. I told him that's not fair to me, so you're making me be stuck with this company. I checked my pamphlet there was no contract in it. So I had NO knowledge of a renewal or price going up from $59 to $63, No one didn't notify me. I did 5 years with them, Mr. Dylan sign me up for 18months. I told him, so you're going to just make money off me. That's not right no one doesn't like to be taken advantage of. I should have done this along time ago, I didn't know who to turn to. I don't want to do anymore business with company. I want out of this company. Why would this company take advantage of their customers. Resolution Sought I want out of this company, they took advantage of me long enough. I'll never do business with them again. They're just making money off me. They should had called me or send me a letter. Something to let me beaware. I just want this resolved asap.

Company Response

10/14/2022

I write in response to the complaint filed with your office by NorthStar customer Ms. Roberson. Ms. Roberson states in her complaint that she was aware of the automatic renewal provision contained in Section 1.1 of her contract with NorthStar. I show we received Ms. Robersons' written notice of cancellation on 6/16/2022. The customer's account is scheduled for cancellation at the end of the agreement term. To cancel before the end of the term, Ms. Roberson will be responsible for paying an early termination penalty. Additionally, Ms. Roberson states that her monthly monitoring rate has increased since initially signing the agreement. However, Ms. Smith's monthly monitoring rate remains at the locked-in price of her agreement, $61.86, not including applicable taxes. In addition to the monthly monitoring fee, a technology improvement fee is incurred. The alarm panel installed in Ms. Rboerson's home communicates through a chip that runs on the 3G network. Now that 5G communication networks are deployed, communications providers such as AT&T have announced the sunset of the 3G networks. AT&T's 3G network scheduled its sunset in February of 2022. This issue is not specific to Ms. Roberson or NorthStar. All consumers whose security panels communicate through the 3G network must be upgraded to an LTE radio before sunset. NorthStar provides the LTE radio upgrade equipment at no cost. All NorthStar Customers were sent a written notification in August 2021 regarding the sunset of the 3G network. They were advised that a Technology Improvement Fee would be added to their $1.87 invoice each month. The Technology Improvement Fee covers the costs incurred in providing and maintaining hardware, firmware, and software that connects Mrs. Roberson's system to alarm monitoring networks. Most alarm companies implemented a similar fee for their customer base years before the 3G sunset. NorthStar, however, waited until it was necessary to implement the fee. Furthermore, I have reviewed Ms. Robersons' account and show she has not contacted NorthStar regarding any system issues. NorthStar is happy to send a service technician, free of charge, to service the system and make any necessary upgrades. Please let me know if I can be of further assistance. Best, NorthStar Home

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