NorthStar Alarm Services
Reviews and Complaints

I moved to this apartment on saturday and I talked to inder about it, below is the list that must be reapired ;Fix Closet's doors Toilet flush is not working Heating in two bedrooms Rods in all closet There is no water in showerhead, this is the biggest issue we are facing (If possible please replace it with the hand showehead) The coil of the stove is not working. The house was not even cleaned when I got the keys. I wasnt expecting all these problems on the arrival. Please try to understand and fix it as soon as possible (As per conversation with Inder, she informed us it will get fixed on monday) Please send someone we are really facing issues.

I've had the system for 6 years. After about two contracts and them coming out a couple of times to fix or update the system. The last 2 years I've had several problems with the system and called. On hold for over an hour and each time they won't send someone out to fix it and want a new contract, more money for a new system. I've paid enough over the last 6 years. If they do not fix the system, I just want them to cancel. When I said I wanted to cancel he said I need to pay 1800.00 to cancel or sign a new 2 years contract and get a new system.

They're texting me saying I owe them money, I told them I cancel.

Rita Wilcox

[protected]@yahoo.com

This company has been calling my mobile several times a week for nearly a year. The person they are asking to speak with is unknown to me and I have told them each and every time they call that they have the wrong number and to please remove me from their call list (which they say they will do but they obviously don’t). When they finally identified why they were calling (debt collection) I told them it was very likely the person they are trying to reach had deliberately provided a false number on her credit accounts and they needed to go back to other means of finding this person because they are harassing me with these calls and it is a dead end. They keep calling!

9/1/2022

Tried to cancel the alarm service that my mother has had and been paying since 2013. Told them 1. She no longer needs the service is not living at home any more and 2. The service also no longer works due to system being old and not working with ATT anymore.(Was told that system needed to be upgraded) was Was passed to the accounts department and told that the contact auto renewed for 18 months and that we could not cancel with out paying close to $900.00. They are taking advantage of senior citizens and long term customers.

We signed a contract on 06/2019, with the understanding that it was for 3 years. In 12/2020 two out of 3 of my cameras are no longer working. After calling Tech support and being on the phone for over an hour, rep was not able to get cameras connected. After 3 years with only half of my equipment working I call to cancel and was advised that my contract is for 3.5 years and I still have 5 months but if I am interested in cancelling I would need to send in cancellation 60 days prior to end of contract because if not cancelled I will still be charged for a monitoring fee. I advised that I am not interested in upgrading and my current equipment is still not working but Account manager offered no resolution other than continue paying until contract is satisfied and ensure you send in cancellation or you will still be charged. The quality of the system is poor, tech support was not helpful and account manager demonstrated no concerns. I would not recommend this company unless you are interested in throwing your money away like I did. Lesson learned!

We signed a contract on 12/2018, with the understanding that it was for 3 years. In 12/2020 the system no longer worked after getting a new phone, we were not able to operate the system. We called for them to send out a technician. The cost would be 99.00 we said sure send someone out soon as possible, no one came, we called and called. We received no type of respond from the company. In 01/2022 we called and asked how do we cancel. I was told to send in the request and after 60 days you should receive a reply. In 05/2022 I stopped payment at the bank, Now they are texting my husband about a passed due balance. I called them and now they want to upgrade and send out a technician, or we pay them $740.00 to end the contract. This is a awful company.

Weve had 5 years contract with you people and never good services you need to be honest with people about the 5 year contract and about you charging to send a tech to fix your sorry system we could not get rid of you only because we had a 5year contract and bad service made it hard for us to make the system work plus let people know how there is a fee to come and fix the system its even hard to call you people never answer I was put on hold for 45 minutes I wonder who is the owner of the company.

I signed on with Northstar in 2019 for a 5yr contract on my business and the very first day I had issues with the equipment. One of the sensors wasn't registering and sometimes when we'd close for the night and set the alarm, we'd come in the next day to the alarm going off. We had a technician at our business once a week trying to fix it for about 6 months. Then covid hit and we shut down our business. Every company that I had a monthly bill for my business offered some kind of way to help out during the pandemic such as freezing the service or lowering the bill to help us out... Not Northstar. That was fine at the time and I paid them even though we weren't needing the service. We eventually permanently closed and I had to sell the building we were in. Northstar did not care one bit that I was paying for a service that one, was still giving me issues, the faulty sensor never got fixed, and two that I no longer needed because my business closed due to the pandemic. I called them over and over to try to talk to someone about getting out of the contract because at this point, we had to move our family out of state for work. They did not budge and were more concerned about getting money than the poor service they provided. HORRIBLE COMPANY! From start to finish... bad service, didn't care that their products were faulty, they just deceptively have people sign legal documents for a paycheck. They're a scam! Do NOT get involved with this company!

I have this security system, I am so unhappy with it IF you was ever thinking about going with this company or ADT please go with ADT, unless you are married to a technician that works for NorthStar. I have a camera outback that worked for about a month, that has not worked in a year, I have the camera on my door bell that's like the ring, that also does not work, the fire alarm we had to disconnect because it would just go off in the middle of the nights and scare the crap out of us, fire trucks would show up for no reason. Then when you call and ask for someone to come out they pretty much tell you to fix it. I do however like the lock on the back door that you can use from your phone along with the thermostat.

I was tricked into signing a home security contract the system does not work effectively and is totally worthless. How can I get free from the contract?

I am trying to get Northstar to cancel my service at an address that I no longer have, my home has been sold as of March 25, 2022. My husband died in December of 2021. I am on a fixed income and I called in 2021 an I was told that my contract would end in 04/22. I called the company back and they told me that I had to write a letter requesting cancellation of service, which I did on 03/22/2022. Then I noticed that payment was deducted for April and May of 2022. I don't have a home and now they are telling me that my contract will not end until 2023. I only signed a contract for I thought was for 4 years, but was told it was a 5 year contract. Now they say that I have another year to pay them for absolutely nothing and my account showed cancelled but they continue to take my money from my bank account! Please help me.

In November 2021 our alarm system started to malfunction. The alarm message said there was tampering with the monitors (but there was no one tampering). This happened several times during November, December, January (2022) and February (2022). Each time the alarm went off (for no reason) no one from Nothstar called to check to see if we were ok.

We finally had enough of the alarms going off for no reason and unplugged the system as Northstar was obviously not monitoring the system anyway.

Northstar again didn't call to see who or why the system was down.

We finally called them in early March and asked to cancel the service as it wasn't been monitored (even before we unplugged it). We were told that the contract had been automatically renewed (with no notice to us) and we had to pay the monthly fee until 2/2023 even if the system isn't connected.

We have tried to resolve this with the company by several phone calls and emails. We were told to send a written request to their NOC email which we did. Our original request was sent 3/9. We sent to the incorrect email. They received the request, but didn't forward to the correct department. After checking back with the company, we sent the notice of cancellation request to the proper email on 3/29. As of today, we have not heard back from that department. In the meantime, we have received several emails about our overdue balance. My last phone call attempt to resolve this issue was on 4/16. I talked again to a representative and said we would pay the fee up to Feb 2022 but wanted the contract cancelled as of Feb 2022. That was not acceptable to Northstar. They said the would "fix" our system for $99 or give us a new system for free if we continued the contract. If we don't, they will send us to collections. We do not wish to continue to business with the company as we feel they were not holding up their part as they weren't monitoring our system even before we unplugged it.

The sales person who owns the local franchise in Houston presented an Ipad to sign the contract for one year. They never sent the paper contract. I requested it repeatedly and finally received a contract that stated a FIVE YEAR TERM and for $50 more a month than agreed! The equipment is outdated, didn’t work well and sometimes not at all with current Internet protocols, two sensors failed within 2 months, and after 8 months, the control hub blew out the electrical circuit it was on, so five outlets don’t work in my kitchen, laundry room, and livingroom. The doorbell camera still worked off and on for a while, but usually would not bring a picture up before the person left, about 4 minutes. Then even that deteriorated so that about 60-70% of the time, I had to completely restart the phone to be able to restart the app to get the doorbell camera to connect at all. Now it doesn’t work at all but flashes random colors. No reset procedure I have found online works. If you call the 800 number it says the number doesn’t work because AT&T cut the 3G network. What in world does that have ANYTHING to do with a working phone number? They only answer the phone on 3G phones?

NOTE: There has been legal action against this company in two states over their business practices so they have changed their name to Northstar Home.

For five years, I made every monthly payment of 67.65 to NorthStar Alarm Services. My 5-year contract ended in June 2020. When I called the company to confirm that I would not longer be needing their services, I was told that I would receive a call back within 48 hours. I did not receive a call back until the following week, which coincided with the birth of my third child. Given the circumstances, I did not have the time or bandwidth to reach out to the company (as wait times often exceed 30 minutes). Each month, 67.65 continued to be deducted from my account, even though my contract was fulfilled and even though I had reached out to stop payments. A few months ago I reached out to the company again, and the agent I talked with said that there was no way to stop payments even though I had long since fulfilled by contract and the additional 6 months the contract stated would automatically renew. What I did not realize is that it would continue to renew six months at a time. All this to say, I have been paying 67.65/mo for two years for service and products I do not even own/use (the property I sold the property I installed this alarm service in the fall of 2017). I feel very disrespected by this company that has no problem stealing from me, when I in good faith fulfilled a 5-year contract. While I will settle for termination of these charges, what I feel actually needs to happen is that I am reimbursed for 24-months of charges beyond my contract, totaling 1,623.60. Do not sign a contract with this company.

I have been a customer for over 10 years, and just found out that my service has been renewing every 18 months after the original 5 years. Found out when my system quit working and tried to go to another company, So had them set me up to get the system working and then the Tech came out not only does the system still not work but it beeps night and day now. And i have been trying to get it repaired for almost 2 weeks they schedule and never show up or give you a call. and when you call to complain they reschedule you with a new Tech that will call you today or next week since its Friday afternoon.

My camera has not been working in 10 months and they will not credit my account for the 10 months that I have not had service with them and they're talking about sending my account to collections because I am not going to pay them a dime

I was told I was signing up for a two year contract. I sold my home and asked them how much to buy out the contract they told me my term was for 5 years i was shocked. I would have never signed up for a 5 year contract with anyone. I had no home to move to after selling my home but was forced to continue to make monthly payments to prevent my credit from being ruined. I'm feed up with this company.

A good friend encouraged me to sign up for this service and he had a Northstar individual come with him to sign me up on a 5 year contract. While I am breaking my contract - I felt that they broke their end of the contract as well by providing me with equipment that kept breaking down and horrible customer service! They also sent over technicians that apparently didn't know how to fix equipment so it wouldn't give me problems again. I sent 2 emails to the company but they DIDN'T respond.

Here is the first email I sent - "In December 2018 I purchased a security system from Norhstar for my home. I did so because of the break ins going on in my community. Behind my unit also is a government easement which is nicely kept and is where we have had trouble with homeless living there and also drug deals going on at the pool behind my unit. Living alone it is IMPERATIVE that I have a security system working all the time. When purchasing an agreement - I would EXPECT that the system and all it's equipment would be in top shape for a few years - and yet beginning the second year - one by one each part of the equipment would fail on me - leaving me very afraid of leaving my home. I called for service time and again during this time and the technician would come and"do his thing". I would ask him questions but he was NEVER responsive - just did what he wanted and then left without a care about any concerns the customer had. My control panel had problems, my online app had problems - had trouble at times with my automatic door locker. The installer of my automatic door locker told me to use rechargeable batteries. Later on when I had trouble with it - I changed the batteries. When I looked at the cover to the batteries - the label clearly said DO NOT US RECHARGEABLE batteries. The technician didn't even know not to use rechargeable batteries. The back and front cameras BOTH stopped working. We had a break in close to me and I was asked if the camera got a video of the perpetrator and because of it would work on and off, I missed getting information on him. The front doorbell as well stopped working. This was not even from 3 years of use. Customer service was lousy and the equipment was faulty.

It is because of all of this dissatisfaction that I ask to terminate my contract with you. When one signs up for security system FOR THEIR PROTECTION the system should be operating properly and be in good condition AT LEAST a few years. It broke down in 2 years! There is no excuse for it breaking down so early considering this home was built in 2001 and all the units in this area were well built.

I thoroughly expected to stay with this company when I signed up but sadly - I cannot. I need a service that has good customer service, that listens and is attentive to customer needs and works hard to satisfy them. Plus I expect well working equipment for several years and not just the first year and MAYBE the second. If you do not let out of this contract then I will be force to contact the Florida Attorney General's office and register a consumer complaint against your company."

I sent the above email again with an addition a couple of weeks later which added, "I thoroughly expected to stay with this company when I signed up but sadly - I cannot. I need a service that has good customer service, that listens and is attentive to customer needs and works hard to satisfy them. Plus I expect well working equipment for several years and not just the first year and MAYBE the second. If you do not let out of this contract then I will be force to contact the Florida Attorney General's office and register a consumer complaint against your company."

When a customer is so dissatisfied with a poorly working system and feels afraid - not wanting to leave their home in case the automatic door lock doesn't work or is so afraid that they end up sleeping downstairs next to the front door - it is time to get rid of a inferior system. ALSO - when I had the system removed - NORTHSTAR proved their inefficiency by waiting OVER 24 HOURS to contact me that my system was not working. In that time my home could have been broken into, ransacked and I could have been injured! What I would like is to find a company with decent customer service and better equipment. I no longer trust Northstar so I had their inferior equipment taken out.