NorthStar

Would leave no stars, if possible, ive recently acquired service, sales rep, "promised 2 months free of service"" to sign contract and install equipment same day, turns out sales reps arent able to do dat. Now im stuck with a contract and an extra bill, so much for trustworthy company, do not purchase security from these people built on lies and scammer attitudes, they just want you to sign that contract.

Caroline was a great help. But the alarm system isn't great. I signed up for North Star but months later told Brinks would be taking over so they switched me to Brinks. I canceled North Star but they actually never canceled my payments. So I am currently paying for Brinks and North Star. Trying to get this situation handled has been a nightmare.

Needing to cancel due to current financial constraints. Was told the account renews in July (It's June) but since I didn't give 60 days notice I would be charged the full year and if I couldn't pay my account would be sent to collections. What a way to handle a customer of 5+ years. Not sure I've ever heard a more ridiculous, unsympathetic response from a company. Pathetic

If I can choose zero stars, I will do without a doubt. Don't use this company. My contract will finish on 6/14/2022, my agent and I start to contact them in Jan.2022, but their unprofessional customer service told us just need to contact them before the contract finished. OK, we contacted the company in May.2022, and I was surprised to be informed that my contract was auto-renewed to 12/23/2023 since I was not informed to cancel 60 days before the contract finished.

If I want to cancel now, I need to pay almost $1000. They never ever told us that and just repeat it's the rule lawful and written down in the contract. Now it's my responsibility to pay the 18 months more contract or one-time cancelation fee. It might be my fault for not checking each line shown in the contract, but my agent and I already contacted the customer service many times, and nobody mentioned the regulation once. To save your money, DON'T USE THIS COMPANY.

I signed a 5yr contract with Northstar on our business in 2019 and day one we had issues with the equipment. There was a faulty sensor that caused the alarm to go off after setting it for the night. On and off for the next year we had a technician out to try to fix it but it never got resolved. In 2020 the pandemic hit and even though we had issues with the service already, Northstar did not care what was going on in the world or their customer service and that bill was the only one we had to pay in full when our business shut down.

I eventually had to close, sell the building we were in, and moved out of state for work. I tried to compromise on getting out of the contract and they did not budge. Getting money from me was their top priority over fixing the issues we had from them. Then at the very end, they wanted money for a service they were no longer providing, to a business that no longer existed, in a building I no longer owned. DO NOT sign a contract with this company! They should be labeled as scam artists!

They will keep "auto renewing" your contract and charging you hundreds to get out of it. We waited 18 months for our contract to end to call and cancel and then were told we'd have to wait another 18 months because when we signed up FIVE years ago the contract said it could auto renew. They send out no notification of renewal-most likely so they can hopefully lock you in without you catching it. Shady company, crappy equipment, crappy customer service.

I wish 0 stars was an option. I paid on time monthly for 36 months. I called to cancel my service and was told I missed the deadline for canceling and would need to pay for 18 more months. I called 53 days before by 3 years was up but was then told it was a 60 day cancelation notice. I missed it by 7 days and was not even aware of the 60 day policy.

I can understand that if you had contacted me say 90 days prior to let me know of my plan being "auto renewed" that I was made aware but saying it was in the contract you signed 36 months prior is ridiculous. This is a very con artist tactic and everyone needs to file a complaint with the BBB and your attorney General. This company is a horrible.

If I could give this company ZERO stars I would. It's been THE WORST experience EVER as far as alarms go. Nothing ever works up to par, there are no technicians in the area, a service fee is charged for everything and they lock you into auto renewals unknowingly. My sensors have been broken for years now, the panel continues to fail. The customer service managers are THE WORST! They have horrible people skills and are seemingly trained to bully you into what they want. AVOID NORTHSTAR AT ALL COSTS!

Absolutely the worst experience I have ever had with any company. We moved in our new house on 3-3-22. As of 4-1-22 (today) it has not worked properly not even 1 day, on the 1st day that nothing worked including my thermostat for over a week, finally a week later a tech finally shows up and proceeded to tell me that everything was a few generations behind and wont work properly, after he said everything he could do as he's walking out my door and i asked him about the thermostat and he's says oh I can't fix that you need to call a ac company to look at because the person that disconnected your service shorted out the system wich was Northstar/ Alarm.com (there own company, and it was actually the same tech that had disconnected the system and shorted it out.

I called a AC company who I paid to come out same day and connected it. Northstar said they would pay for it but never did i was at my ropes end and told them to cancel the service, where they proceeded to threaten us, that we would be responsible for the 2 year contract $1700 what a bunch of swindlers! They said that they would replace the old faulty system with new components wich they did but still didn't work (unbelievable) just got off the phone with tech support.

My complaints today are, the garage open close feature doesn't work. The tech that was out the last time disconnected my master smoke alarm because it keep going off said he was going to come back but didn't (so no smoke alarm) my door bell is going off with no one there at took along time to bring up the video/audio app. We have never been able to talk to anyone or for that matter see someone standing there because they were already gone.

Pretty pathetic right? I called tech support to another frustrating end. It seemed like we were having 2 separate conversations when he said ok thank you if anything else comes up give us a call. He hadn't fixed anything. I'm going to complain to the BBB and maybe 3 on your side news. I want it disconnected, my money back that I paid the AC company and not be charged anything for there horrible alarm system.

Colton was able to help me with a billing/premium issue I was having. He explained how everything was paid - I am very grateful for his knowledge and explanation. Great customer service!

I called north star to cancel 6 months ago, I was told I had to wait tell the end of my contract or pay a cancelation fee. I waited tell the end of my contract and called to cancel and was told because I did not give 60 days notice I was auto enrolled in another 18month contract. I was never told about the 60days when I first called. They are now refusing to cancel my contract.

I hate leaving negative reviews, but you need to know the truth here. There's no way to sugarcoat it, this alarm service is worse than useless, and you absolutely should not buy it. They installed my system incorrectly, it never worked as we agreed, and their response was basically "that's the customer's problem". Interior cameras were installed externally which of course doesn't work, doorbell and other sensors failed, the app, can't reliably tell when the system is armed, list goes on.

After a lot of time-consuming calls and basically babysitting a system they're supposed to be monitoring, they did add another camera as a half-baked bandaid for one of the wrong ones, while hiding their true motive of sneaking in a contract extension which doesn't even start until after your initial period is up, locking you into *both* contracts.

That means I'm still being forced to pay over $2500 to professional con-artists so a box of junk parts can sit and rot in the garage. My recommendation? Just get a guard dog or something. It'd be far more competent at detecting security threats, and it's definitely less likely to try and scam you while doing so.

My elderly parents had this service in their home. When my dad passed away we called to cancel the service (Oct 21) and asked what needed to be done, send back equipment or? and I was told no. fast forward to Feb 22' and I'm still being charged the monthly fees. even tho the home was sold in Dec. After sending in the death cert and the escrow docs we are still paying for service.

I agreed to pay for service up to closing date. The account manager, Mason, was rude and not very cooperative. I'm glad our financial institution will take care of the issue. consumers need to be protected from businesses that swindle customers, ESPECIALLY the elderly.

The panel and sensors have been malfunctioning since the day they were installed. We tried to arm it twice, alarm went off and we had the police show up twice. They refused to send anyone out to fix the problem. My wife replaced some sensors they sent and it still would not work. This company has the worst customer service I have ever encountered.

They simply do not care about customers. They try to charge you to repair their faulty equipment. They try to charge you to upgrade your system only to trap you into another contract. They extended our contract without our knowledge or consent. I've requested a cancellation multiple times. THEY REQUIRE A HAND-WRITTEN AND SIGNED LETTER BE PHOTOGRAPHED AND EMAILED TO CANCEL, with 60 days notice. Absolute insanity. We are paying for a service we cannot use. Stay far away from these people.

I have been trying to cancel this alarm system since May of 2020. They keep saying my contract date 'auto renews' and I haven't followed the proper procedure to cancel. The alarm goes off when the wind blows, and we get charged.

Constant issues with panel. They sent me a new one and wouldn't send someone to install it. That one didn't work right either. Tried to cancel but had to wait till the end of contract so I did and missed the window and my contract auto renewed. Had to write a hand written note to try to cancel and 3 month later still getting billed. Employee said I will get credited but when I called back the next employee said the other person was new and didn't give proper information.

Then they said a manager will call back. That didn't happen so when I called back again that manager said I was locked in for another 11 months. Seems odd that after 5 years they won't cancel it when they can see it hasn't worked in a long time. So their solution is send a technician out and fix the panel and I have to pay on this thing for 11 more months.

They even tried to offer an upgrade and that would lock me in for a couple more years. This alarm has been a waste of $60 a months for about 3 years. Just a simple cancellation would be the right thing to do but apparently they are not capable of that. The only reason I gave it 2 stars is because it did work good for about 2 years.

This company has screwed over my elderly mother. Her system isn't working and hasn't for weeks. The only technician in this area (We live in the 8th largest city in the US) never calls to set up an appointment. I feel like my mother is being taken advantage of by a deceptive and unscrupulous company. They trick people into signing contracts and install shoddy equipment. How they're still in business is beyond me. If you want reliable security stick to ADT.

Horrible service. Lies about about its service. Took it off offline after 5 false alarms and try to cancel contact. Horrible company. Horrible service

ROB HARRIS, PRES, KENT GRIFFIN, VP, Dan Noble, COO, Nick Nelson Cust Se rvice, Jared Parrish, CCO Attention Gentlemen: Your customer service rep Davis was afraid to forward my call to his supervisor because he was lying to me about my account. He stated that I cancelled the service and could not provide me documentation. I have been paying for NORTHSTAR service as well as Phoenix Lic for an alarm. Davis could not provide me with a copy of the Northstar cancellation doc or a copy of a letter where I requested cancellation.

Until my door was jarred open and the police were not notified nor was I by this alarm company. I have been paying for a year for service I didn't have. Northstar cashed the checks. Now, I want a refund. Thank you.

If I could give them 0 stars I would.their equipment is cheap and unreliable and over priced.their customer service is horrible.stay away.there are many alarm companies that do a fantastic job. this is not one of them

PLEASE, PLEASE DO NOT USE THIS COMPANY! WOW! I can't even understand how this place has all these good reviews! We have had nothing but trouble with the service and the equipment! Once we decided to move, we looked into cancelling our service and they wanted the rest of our five year contract payment up front to cancel. We couldn't even negotiate a smaller cancellation fee.

They told us that we could transfer the system, but we would need to get new equipment, since our old system wasn't working properly and they were gonna charge us a whole new set of fees for that as well. "Oh but this is standard practice, all alarm companies do this, " they said. No they don't, we asked around. Each company we talked to said that is not proper practice. FYI, ADT has filed a lawsuit against NorthStar due to their practices, since they have gotten many complaints about them and their contracts.

So we begrudgingly waited and payed for a service we weren't even gonna use. Finally, this year our contract was up and we thought, ok we will no longer have to pay them. Yeah we were wrong, because they have to have it in writing, even though they knew full well we wanted to cancel and were told it was in there notes, that was another lie. We even called a month prior to the end of our contract and could not get anyone to talk to.

Finally we got through and were told a manager would call us back to handle the cancelation. They waited until after our date to contact us. Now we sit here with a full new five year contract, for a house we no longer own, equipment we don't use and the reason is due to poor customer service and no proper way to contact anyone at that place. "But this is how all companies conduct business and sorry you couldn't talk to one of our representatives to resolve this issue." They do not want to help you, they don't care and hide behind legal loop holes to just take your money in any way they can and trying to deal with them is like beating a dead horse.

HORRIBLE company with even worse customer service. I can never get anyone at this company to help me. The company NEVER answers customer calls. Matter of fact, this is my second consecutive day calling the company for service. Yesterday, NO ONE answered the customer care line. Today, I've been waiting for 35 minutes for a rep to answer my call. 35 minutes is unacceptable.

I guess I'll call again tomorrow. I will cancel as soon as my contract is finished. DO NOT CONTRACT WITH THIS COMPANY! They will provide a product that does not work. BEWARE!

Awful company when it comes to customer service. I called to cancel 12 months before my contract expired, they noted my account accordingly and can still see where I made that request but refuse to honor my request to cease billing. I paid, in full, for 12 months of service for a house I had sold just to fulfill the contact. Service rep I spoke to, Caden Bowler, reads from a script and has refused to elevate my issue stating "there's not really anyone I can escalate your account to".

He actually said that in writing! Talk about bad faith and deceptive business practices, this company actively engages in both. They do not return calls, only respond to an email after 3 attempts and generally care about nothing but taking your money. I have filed a BBB complaint and will continue to let others know Northstar is a disreputable company.

One 2012 evening, an uninvited stranger rang our front door bell and my wife answered the door. She called me over only to face the North Star salesman staring at me. I should have said "Stranger, Danger" but, like a fool, I listened to his pitch. Mr. North Star said that he had a brand new security device for a great price. If I didn't take it then and there, he' offer it to our neighbors, Playing the fool, I fell for his high pressure pitch.

The very next day, a North Star tech removed part of our old security system and installed North Star's. He gave us limited instructions about the panel and left. I never knew how the call their customer service or even use most features of the panel. Every now and then we'd have to replace the battery in the panel. Just this April, the battery had to be replaced again.

We bought the correct, expensive battery, opened the console and installed the battery, but couldn't close he console. Thus, we were left with no security protection and no way to call North Star. Just a monthly bill. We were later contacted by someone from North Star. Did he offer to repair the security system of a good customer? Why no. He offered to give us a brand new panel along with a 36 month contract. They sent a tech over to install the new system He did a great job As for his employer. Abandon All Hope, Ye Who Business With North Star. One star for them.

If I could zero stars I would. I switched my alarm company because the salesperson was awesome and amazing. The tech who installed the system was amazing. But beware! If anything ever goes wrong, and you have to call in. it's WORSE than a nightmare. You're on hold for hours. When you finally get through they try to walk you through troubleshooting and the person on the phone walks you through steps to SEE IF THEY WORK!

When you request a technician to just come out and fix it, they tell you it costs $99 to send someone out to fix their s**t! As if the monthly system payments and the equipment bill isn't enough money. CUSTOMER SERVICE IS HORRIBLE! Don't use this company.

Research this company! A door knocker told me they could install cameras, a new doorbell and alarm for $48 per month. I went forward because I was having problems with an autistic kid in my neighborhood that kept coming into my yard. I was told by the police that I should get a camera. Immediately after they installed the cameras, NOTHING WORKED! I had their tech out 8-9 times.

I had Cox out 10-20 times. Everyone blaming the other. The Northstar tech stopped responding and I finally broke down and had a mesh wifi system installed and I called Northstar directly, told them what was going on and that I could not get the cameras to work. They sent out another tech ($99) who immediately told me that I had too many cameras and that I had been taken advantage of.

His fix was to unplug 3 cameras. So now I have 3 cameras that I am paying for that I cannot use. I was told that the alarm system would work with my Alexa devices. That I could say "show me my front camera" or talk to people through the doorbell. ALL LIES. It does NOT work with Alexa. You cannot see the doorbell and if someone does ring the bell, you have to log into the app and talk through a 2 way radio.

After a month, I removed the Skybell and reinstalled my ring doorbell because at least it works with Alexa and you can talk and listen to people at the door. They lied about the bill too. That $48 bill is actually almost $70 and the equipment is almost $4000. Just avoid this company!

To NorthStar, Your 5 year contract is a sham, especially the auto-renewal clause. Your salesman glazed over it and made it seem as if we relocated it would be easy to terminate or transfer. We moved and had approx. 18 months left after paying for your service for 3.5 years. The buyers of our home read your sordid reviews so they didn't want to assume the contract.

We didn't blame them. Your equipment was consistently out and you only had one overworked service tech in Austin that was hardly ever available. Read your reviews on the BBB site, ScamAlert and elsewhere. This will inform you why so many of your former customers dislike your co. Improve your professionalism and ethics.

NorthStar installed the following equipment in my house: 2 Yale smart locks, garage door opener, window sensors, door sensors, glass break sensor, and control pad. What I like: - NorthStar customer service seems competent and helpful. My salesman/point of contact is responsive and helps me configure the smart devices. - The smart locks and garage door opener are convenient. - All devices can be controlled from a single app, very convenient. - The devices operate on both wifi and 'cellular data' such that they will continue to work if your home's wifi does down.

What I dislike: - The price for on going service is too expensive. The contracts are quite long, mine is 42 months. There is a $1 surcharge to charge the monthly service to a credit card. - The glass break detector triggered when I was fanning open a garbage bag, the police sent me a bill for a false alarm. I was not happy about that. Things to Note: - I have not had a security incident in the 2 months of having the system so I cannot confirm or deny the usefulness of the security monitoring system. Conclusion: - It is impossible to deny the convenience of the smart home devices. But in my opinion, it is not worth the expensive monthly service bill.

I wish I could give you a negative score! We moved a year ago and originally had a contract with a different company (NorthStar took over the contract). I contacted them to see how long the contract was for and was informed it was a 54 month contract instead of 36 months like our paperwork indicates.

I've been dealing with Northstar customer service to get a refund from them for 8 days. I've talked to 4 operators and been given nothing but the runaround. I cancelled my service with them over a month ago but they still charged me through my bank account after I had cancelled service.

Bad company to do business with. I had sent them a email 3 to 5 days ago and I haven't been getting a reply. I call them and their hold time on the line is 20 plus mins. I been calling them to see when my contract ended and each time they added a month.