Northstar Alarm

Northstar Alarm

4.2

Our Score

5.2

User Score

NorthStar Alarm has been in business since 2000, is available in 30 U.S. states, has over 200 employees and services over 50,000 customers. They offer 24/7 professional security monitoring for individuals, and equipment for home security and home automation. Installation is done professionally. To see industry pricing, compare Northstar Alarm to the top home security companies.

Pros

Free, Professional Installation

This alarm system will appeal to those wishing to avoid the DIY approach. All NorthStar security systems are professionally installed for free when you sign up. Additionally, if you move within one year of purchasing, NorthStar will re-install your system for free at your new home. The caveat is that you are required to sign a new, minimum 60-month contract at the new rate.

Lifetime Service Protection

Make sure to read the fine print of the lifetime service protection before choosing NorthStar based on their warranty. NorthStar claims to have the best warranty and guarantee in the home monitoring business. The company has a lifetime warranty on their home security hardware, false alarm protection guarantee, and free lifetime battery replacement. In the first year, new customers are not charged for service calls, and they won't be charged if they move.

The lifetime service protection from NorthStar does not cover your equipment if it is damaged due to weather conditions, natural disasters, remodeling/renovation, power surges, or your own accidents.

The one-year free of service calls is not actually free. NorthStar states that they charge a minimum of $35 as a "Trip Charge" for each home visit. There are additional charges for "Emergencies" outside of business hours.

Positive NorthStar Alarm Reviews

Even though NorthStar Alarm is rated 4.8 out of 10 by consumers on Best Home Security Companys, the company has had several positive reviews from new customers in 2019. These positive reviews highlight the following:

  • Technicians. New customers of NorthStar Alarm are very pleased with the technicians and customer service they receive right out of the gate. Service is described as friendly, knowledgeable, quick, and quick.
  • Explanation of system. These customers also feel like they know how to use their alarm and integrate their system with the app and panel.

Cons

Unknown Packages and Alarm Pricing

NorthStar does not seem to have organized home security packages available for purchasing or monitoring. Instead, potential customers will need to go through NorthStar's equipment and pick which home security and home automation features they want. Pricing is not available on-line for equipment or monitoring.

NorthStar does offer 24/7 monitoring, but again, the price is undisclosed. It's also undisclosed whether or not equipment comes with the monitoring, or needs to be purchased separately. The main monitoring plan seems to have a back-up generator in place.

Long Contract

NorthStar requires a minimum 60-month (5 year) contract. If you move in the middle of that 5-year contract, your contract will start over with the company at their current monitoring rates. On top of that, your contract will automatically renew unless you cancel in writing, 60-days prior to the end of your contract.

Negative NorthStar Alarm Reviews

Before 2019, most of the reviews on Best Home Security Companys were negative. Since then, we have seen a mix of happy and unhappy customers. Below are the biggest complaints from reviewers for NorthStar Alarm in the last year:

  • Contract. A lot of customers are angry that their contract extended after purchasing new equipment or that it automatically renewed. The company's minimum 5-year contract was a lot for most people. To cancel a contract, customers report it costs $1,800-$3,000
  • Customer service. A common complaint about NorthStar is that it's difficult or impossible to get ahold of the company outside of their service hours. Others have commented that the company does not return calls. When people could get ahold of customer service, they did not have positive things to say about the interactions. There are also several mentions of technician service and the fees accompanied by service.
  • False alarms. Even though the company has alarm protection guarantee, many customers have left reviews about false alarms. Local police can charge individuals for each false alarm after a warning.

Not Available Nationwide

NorthStar is licensed in the following 30 states: AL, AR, AZ, CA, CO, DE, FL, GA, ID, IN, KS, LA, MD, MI, MO, MN, NC, NM, NV, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI. View Nationwide Companies.

Recommendation

We do not recommend using NorthStar Alarm services at this time. The company has a length 5-year contract, whereas most home security companies have 3-year contracts or even no contracts. Additionally, your contract may auto-renew with NorthStar Alarm when you move, purchase new equipment, or forget to cancel. Their "lifetime service protection" has many caveats and should be read carefully. Lastly, we do not like that the equipment and monitoring costs, as well as the actual home security packages, are not displayed on their site.

We recommend Protect America for Home Security


NorthStar Alarm Products and Packages

Controllers:

  • Honeywell Lyric Controller. This is the main hub for your home security and automations with NorthStar. A few examples of what you can control via this panel include the thermostat, lights, video monitor, lights, and security system. It features voice control so you can be hands-free
  • NorthStar Connect App. Through their mobile app, you can arm and disarm your home and view live video footage. The app allows customers to control all their smart home devices (like thermostat), and decide when they are turned on and off. You'll also get notifications when someone is at your door if you have the doorbell camera.

Home Security Equipment:

  • Door sensors
  • Indoor motion detector
  • Window sensors
  • Wireless outdoor sensor (water and tamper resistant)
  • Glassbreak detector (within 25 feet)
  • Smoke detector (5-year battery)
  • Carbon monoxide detector (5-year battery)

Home Automation Equipment:

  • Door lock
  • Garage opener
  • Thermostat

Video Security:

  • Doorbell camera
  • Indoor camera (C1 and C2)

Other Service:

  • Medical Alert Pendant
Ratings Breakdown
Monthly Monitoring Fee Undisclosed
Install & Equipment Fee Undisclosed
Contract Length 60 Months
Cancellation Policy Undisclosed
System Relocation Fee Undisclosed
Number of Reviews 870
Review Last Updated: January 17, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

870 Northstar Alarm Reviews

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0

Score

Rob San Jose, CA

Mar 29, 2020

I purchased Northstar in 2018 as my wife and mother in law had been very paranoid about us not having one, and both were present when the salesman came to the door. The price seemed reasonable enough, even with the few sensors we would be installing (2 door sensors and 1 motion) at $50 a month. I made a point of asking the salesman about early cancellation, which he said was $500, a steep price to pay for 10 months of service to get out of a contract early, but then again it at least wasn't the full remaining contract... which is what the early termination fee has in fact turned out to be. The first door sensor went down a little over a year in, by that point the service had been fine, a couple false alarms (thankfully separated by calendar year) but otherwise okay. I called to report the door sensor issue, they verified it wasn't just a dead battery and sent me a replacement to install. I installed with the tech over the phone, it ended up a little tougher than expected, but it was installed and working... for about a week. I tried calling back a couple times but didn't get through as I didn't have the time to wait on hold. Shortly thereafter my wife and daughters realized that they had not turned off the alarm system and had been home for several hours without the motion sensor ever tripping. I stood in front of it, waving my hands and nothing. Looking at the sensor panel it still shows up, with 2 bars of power yet it too isn't working, and realistically we have absolutely no idea of when it stopped. Given our "piece of mind" had been a complete damn illusion, I decided $500 was worth finding a better service, only to call and find out, no that isn't what it costs to cancel, I would be out somewhere around $2000-3000 to cancel. I complained that the salesman told me that would be the figure and the lady on the phone just quoted the fine details of the contract and the fact that they call and ask if the salesman has "made any promises", to which I said no, as I didn't see that as some sort of wink-wink nudge-nudge deal rather just an explanation of their policy. I've sought assistance from the BBB, but aside from Northstar offering to send a tech out to fix the sensors and discount a couple months of service, there has been no getting them to agree to a reduced cancellation fee. I'll probably seek aid from the Indiana AG's office, but politics being what they are I am guessing that Indiana will side with the business on this one. Desperately wishing I had read the comments on this site or others, looking harder into Northstar before ever answering my door, or thought to record the salesman saying that early cancellation would be $500, as at this point it is just my word against his. In the end I am guessing we will just end up riding out the contract and make sure to have submitted the cancellation paperwork well ahead of time (to avoid the automatic renewal so many here have dealt with). It just seems so ridiculous that a business can lock the consumer into such an airtight contract and hold us accountable to fulfill the contract, all while their own service can range from substandard to non-existent without any sort of repercussions.

1

Score

Tam San Jose, CA

Mar 22, 2020

Add me to the list of people who HATE this company. My parents were victimized by this company. They don't even use the system. They will be paying $49 a month forever as ending the service is more than they can handle at their age. They still have 4 years left on a service is too complicated and frustrating for them. They don't care about their credit rating so I have advised them to stop paying. Northstar are real scumbags. Probably somehow responsible for Corona. I was boiling after talking with them. It is so ironic that company that is suppose to be in the business of keeping people from being victimized are the ones doing the victimizing. One of their offers was if you want out of the contract you need to bring us another sucker. An obvious redflag. Kind of like trying to get out of hell and making a deal with Satan to give him another soul in exchange.

0

Score

G. Vileno San Jose, CA

Mar 21, 2020

We contracted with them 5 years ago (2015). Moved out of the house 3 years ago but continued to pay the monthly fee rather than the exorbitant cancellation fee. We officially cancelled (by FAX) two months ago as the contract ended on March 15th. Now they say they have no record of the FAX and continue to withdraw money from our account. We spoke to a spokes person on the phone on March 21st, 2020 and he said that we must send another FAX as the contract automatically renews for another 18 months. This is a ridiculous situation. We recommend that NorthStar be the last option for home security! A FAX, and three phone conversations with three different people and we still couldn't confirm a cancellation. The whole situation is tantamount to a SCAM. They are the worst.

0

Score

Vickie Waitman San Jose, CA

Mar 19, 2020

I am in the process of filing a complaint with Utah Consumer Protection. They are taking money out of my checking account and I no longer have the system!

0

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Brittany Guzman San Jose, CA

Mar 16, 2020

I hope I save you money and time. The sales person was excellent and had good intentions but he probably doesn’t have the product at his home. We have had the product for one year, give or take. Our neighborhood has break-ins and unfortunately the two times we have experience this, our door didn’t work. I’ve had tech support come out, they do charge to come out. I have the app and the pictures are not great....if the doorbell actually works. It will take a picture when someone rings the doorbell, 2 minutes later - that always gets me! I have pictures with 0 people in the screen. My neighbors across the street hate the product as well. You ARE locked into a contract for the product! $2000-$3000 is the cost to cancel...Do not sign it!!! I promise do not do it. You will regret the decision to go with this company. I’m on hold right now with tech support 15 minutes. Get Ring or Vivent! My mother in law has Vivent and I’ve seen what it can do. Amazing! Read all the reviews before making this purchase. Honestly, DO NOT do it. I’d put it on my entire family.

2

Score

Rebecca T Trivett San Jose, CA

Mar 13, 2020

Client needs to be aware of the lengthy contract term, and that their "Early Termination Fee" is actually full payment of the remaining contract term, with no negotiation. Also removal/reinstallation fees and payment for equipment if it was not already fully paid for. No charge really means they will get it one way or another. Never again!

6

Score

Teri Lowe San Jose, CA

Mar 12, 2020

OMG, First off I could not wait for my 5 years to be up. I am currently in a dispute as my 5 years has ended, I sent and faxed my cancellation notice and was still charged for another month. I can confirm what another customer said, when you call and ask for a supervisor, you get an account manager, who says his manager listens to his calls, but that’s it, you can’t speak to them. I was told by an account manager that “he told me that my account was ending in September 2020, instead of March 2020, which is incorrect. I waited to have my service end with Northstar so that the same day I could have my new alarm company come out, which the account manager told me that my new company did not have the same offerings - Yeah, no 5 year contract, lucky me. Feel free to ask about lesser months, a lower monthly payment and an updated alarm panel, I was offered all of those, but I just wanted to say good bye Northstar.

2

Score

jennifer weber San Jose, CA

Mar 10, 2020

I've never dealt with such poor customer service. As noted in the notes i've read, they really trick you with the contract and even when you move it's hard to know that it will RENEW for another 5 years and lock you in! I've pretty much been paying for a service i haven't used for over 2 years and when i tried to cancel, they refused to help me and demanded that i would have to pay the termination fee of almost 2k. A year later i tried to call and ask them for a lower rate since i've been with them for over 8 years. They said the only way i could get a lower rate is if i locked in to ANOTHER TWO YEARS! What a joke! I'm trying to save money and in a huge financial crisis and pretty much throwing away money to this horrible service. I couldn't pay for a few months and they sent me to collections and harassed me with either a call or email almost DAILY even after i told them i would pay the bill by the end of February. I can't say enough poor things about the company and wish i could just be done with the service for good. Especially when there are so many other companies out there who have better reviews and a FRACTION of the price.

0

Score

Teresa Freeman San Jose, CA

Mar 6, 2020

I have been on tech-support a few times and have replaced sensors and I’m still having issues. Nothing tech-support is offering me on the telephone is helping but they won’t send out someone to look at the issue. Worst customer service. I would never recommends them. Counting the days to cancel and partner with a company who is helpful and offers service.

1

Score

Tiffany Moore

Feb 20, 2020

Horrible customer service. It's like a bait and switch. They get u in and under contract and operate like they are literally stuck in the 90's. Worst home provider decision I've ever made.

0

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Manuel C Guerrero

Feb 20, 2020

Worst customer service, they don't inform you if your equipment malfunctions or you have an issue they charge you $100.00 to send a technician out for a service you pay for monthly. Currently looking for another company to buy me out of my contract. Nice tech but doesn't work. Basically useless.

0

Score

Sarmila

Feb 18, 2020

Worst customer service they said we don’t have e to pay service fee when you have problem with security system but when I called them they said you have to pay 99$ at front tried to canceled we were told contract we will be able to canceled anytime but when we called them we need to pay 2600 hundred dollars to get out of that contract in other service technically team available 24/7 to answer but her it’s says tech are not available worst company I wait to get rid of it lots of complain from customers I would never recommend this company I regret on my decision

0

Score

Vickie Waitman

Feb 12, 2020

They get an F rating with the Better Business Bureau for a reason. I have also filed a claim with the Nevada Attorney General's Office. I was pulled into Northscam by a slimy salesman who came to my door. he sweet talked me into letting him in to "talk". He also just "happened" to have a tech with him. before he left I was signed up and the system was installed. I didn't have time to think about it. I had problems from the beginning and when I asked for help was treated terribly. 3 years into the "contract" I moved from my home of 40 years to a smaller place and couldn't take their crappy system with me. They still charged me $99 to REINSTALL a system I didn't have! I am a widow living on social security barely making it but they sure get their $49 out of my account every month! Also I have heard they automatically renew your contract without you knowing it and you will never get rid of them. I will still have to pay for over a year for something I no longer have. I called many times to cancel the renewal. They wanted a "certified" letter ...I sent 4 ...they kept "loosing" them. I am pretty sure they finally acknowledged the letter and I have called twice to be sure my "contract" is up April 2021. This has been a financial and emotional nightmare. They are heartless scumbags!

3

Score

Diane Price

Feb 12, 2020

In July of 2017 I made the biggest mistake of my life opening my front door to a high pressure Alarm salesman from Northstar. At the time I was and had been a customer of ADT for several years with no complaints. I was sold a bill of goods about Northstar . On February 2, 2020 my system began crashing one sensor at a time. I called on that particular date and spoke to a young lady in tech service and she said the battery was out in the sensor and I needed to change it. I informed her that I am 71 years of age and do not get up on ladders....she told me to get someone to change it for me otherwise it would cost me a $99 trip fee. I informed her that I have the VIP extended service warranty which isn't worth the paper it is written on. She said she would be mailing me the battery (which she did). By the 3rd of February, the entire system had crashed one sensor at a time. I contacted Tech Service and they had a tech contact me within 48 hrs to set up an appointment..The soonest he was available for me is the 26th of February 2020. I made appointment with him for said date, but today, the 12th of February 2020 I contacted the company to let them know that the 26th is totally unacceptable for my system to be down and also to remind them again that I had their VIP lifetime extended service agreement which meant nothing to them. They have only one technician to service our area and basically there is nothing I can do about it. They informed me that once system was operational again they would be giving me a $45 credit for down time on my next bill, however I am paying for service this month I don't have. Go figure. Supposedly this contract is unbreakable and I am stuck with their crappy service until July 2022. I also enquired about the steps to cancel said contract at end and was told that I have to give them written notice at least 60 days prior to expiration and actually probably more time to insure that contract doesn't auto renewal. I will be reporting this company to Washington State Attorney General and to the BBB . They are absolutely the worst to deal with and I am ashamed to say that I was conned by their fast talking high pressure salesman at the time he was here. One of the only reasons that I changed providers was because he lead me to believe that they would be taking over all of ADT's customer base here and he was giving me the opportunity to avoid the confusion that would occur with the take over. They paid for a two month cancellation fee with ADT which I questioned because if they were taking over for ADT then why would there be required 2 month cancellation fees paid. He informed me that it was only a formality. Talk about "fish on". I do not recommend anyone signing up with this company.

0

Score

Ashley Durham

Feb 6, 2020

Their equipment is chintzy and they charge a $99 service fee every time they come out. I have had to call them out a lot after their equipment malfunctions. Keep that in mind before you sign any contact with them.

10

Score

Brad and Beth kitchin Phoenix, AZ

Jan 28, 2020

Love our new Northstar Security. Manny is our sales rep. Upfront about EVERYTHING. told us any issues to give him a call. had a few at beginning and found out it was our internet provider problem not Northstar. He came over and we showed him our problems and all fixed. Not really any problems at all. I highly recommend Northstar ... does what it says it will do ... and more.

0

Score

Gwen Claiborne Ashburn, VA

Jan 28, 2020

When I purchased the service in 04/15, I told the sales person that I was going to have new windows installed and I would need the window detectors reinstalled on the new windows. I also told him I didn't think it would be a good idea to purchase the service at that time. He assured me that someone one would come out and reinstall them at no charge so I purchased the service. The windows were replaced in 2017, when I called to have the detectors reinstalled they quoted me a unreasonable fee to reinstall the equipment. I would not pay the fee because I didn't think it was fair. I was without alarm service and paying a fee to NorthStar until 2019, which was giving away free money. I had a new service installed in 2019. When I called to cancel the security service with NorthStar, they were ready to reinstalled the equipment the same day, which I declined. I would not recommend this service to anyone. The service that I now have is with Vivint and service is wonderful. It is a smart system. The app is loaded on your phone and you can monitor you home 24/7 and lock and an unlock your doors when you're not home. I had one situation with Vivint. In order for the phone app to work, you have to have a minimum of 1G of upload data per camera, I had less than 1G. I have 3 cameras. I had to have my internet service upgraded to 3Gs in order for my service to work properly.

0

Score

Sylvia McCall

Jan 26, 2020

This is the worst company in the world. No one is able to help when you have an issue.Its the same lady who answers the phone and the same guy.

0

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Vickie L. Waitman

Jan 18, 2020

Their system is the worst, constant problems. I moved and couldn't take it with me. They STILL charged me $99 to RE INSTALL IT!!!!! I am a widow on Social Security barely making it and still have to let them take $49 out of my account every month, money I need to buy food!! Be careful because they will automatically renew your contract without you knowing. They get an F rating with the Better Business Bureau. I am heartbroken and dismayed! In my whole life I have never dealt with a more dishonest business, I can't believe they can stay in business!!!

1

Score

Paul

Jan 17, 2020

Have several problems with the system. Repeatedly call for technical support and gets very little help. I wouldn’t recommend this company if they offered free service. I’m paying for service that isn’t working. I wanted to cancel but was told I’ll be charged $4,000 to cancel. Stuck with extremely bad service. Again I wouldn’t recommend it under any circumstances. A company based on pure lies.

0

Score

Ms. Williams Ashburn, VA

Jan 14, 2020

I am currently without service yet monthly withdrawal from my account. Before Christmas I phoned because sensors at Front and Back doors were not working. They sent me replacements. Then I had to phone to get them connected which they couldn’t do because I didn’t apply them correctly. These are suppose to be your service personnel who Work for you. One finally came 1/13 so without service during this time. Now he supposedly fixed and turned on for home stay and now ever few minutes it’s alarming. Been on customer service call for 25 minutes only to be told need another group. This place has terrible customer service, terrible forced plans. And in August 2021 I can finally be done with them. It’s terrible service, you have to fix there equipment. They Won’t work with your schedule when they have an error. I suggest ADT which I can’t wait to get next year.

0

Score

Veleena Vigil

Jan 8, 2020

They do not return calls. They will not let you speak to a supervisor. They do not protect from false alarms. They put a fire alarm in my hall way next to the kitchen. The alarm goes off when stemming rice but when the micowave caught fire and filled my house with black smoke it never it off. Mind you the microwave is above my stove. Of course they will charge you to come out to your house to look at equipment. Be the fire alarm goes off like clock work. God forbid if your alarm does go off. The say they send police over to your house. We were out of town. My son-in-law had trouble turning it off. So he waiting over an hour and the police never showed. He waited an hour. Then they had the nerve to send us a letter about being charged for false alarm. I don't know how they can charge a person if they never went to the house. Not only that they are going to charge you for doing their job. Whether I called it in myself or the alarm company they are to serve and protect. Then Northstar tells you that you have to register each year with the police department so you can get fined cuz no one can do their job correctly. They also so we told you about it. That is a laugh cuz it's only the young technian they send out. How woukd they know if they told you. Do not get any type of equipment they start the contract over for another 5 years. Don't waste your money. Worse the ADT that says a lot. I have complained so mm any times by email, facebook cuz they don't answer your calls and want return a message. When I asked what if we have hard times and need to lower our bills they say they will work with you. That's another joke I been waiting for answer for about a week now. I'm ready to call the news and have them investigated. I am looking for a lawyer now and hopefully can get to file a claim against them. It would be nice to put an end to a company that can't keep their word. Their customer service is rude, disrespectful, and don't know anything and refuse you to a supervisor. My husband asked for one more then 3 times never got one or a call back from one. Zero stars for a zero company.

0

Score

Alain Hoyos

Jan 7, 2020

Horrible service ,equipment , customer service . Cameras never work , sensor constantly going bad . Just horrible biggest mistake I've ever made coming down to home security .

0

Score

Aliceteen belcher

Jan 1, 2020

Northstar is the worst Security to have. They were supposed to send someone out around Dec 4th because my system is not working properly. Haven't seen anyone yet. I didn't call again because I'm sick of all the lies they tell you. Been having problems for months. You get locked in a long contract, so they don't care about the problems you're having. As long as they get their money , they don't care about the customer. Be glad when I can get out

0

Score

Dean Eyestone

Jan 1, 2020

I have made numerous calls to them regarding a technician coming to my house. When I talked to them they apologized and said they can’t believe no one has called me back and they will get right on it. They never called me back. I called again they apologized and said and said they know why I am frustrated and someone should be calling me and they still don’tcall you back. One technician came to my house to do work and said he had to get with the main office because she could not figure out what the problem was. I called to check on the technicians visit they told me that he had written up No problems. They don’t seem to care at all about their customers. I am now considering having to go outside of their company to get this resolved.

0

Score

Vickie L. Waitman

Dec 31, 2019

I had a salesman that talked me into the system and had a guy install it before he left my home. I am older, and had problems from the beginning and they wanted me to fix it myself and I can barely use my hands from arthritis. I thought I would be in my home many years, but after 2 years moved to a smaller place. I couldn't take the system with me, but they still charged me $99 instillation and continue to take $49 a month out of my checking account! I am a retired widow on social security and can barely afford to eat, but they are getting their money!!! Also, I found out you need to tell them a ear or so out to cancel the contract because they automatically renew. I sent certified letters to cancel and they "didn't get" the first two. Finally they admitted they had my cancellation notice but I still have to struggle for almost 2 more years. So I try to make it on my small paycheck but they sure get their money!!!

0

Score

Nery Aguilar

Dec 29, 2019

I was told by the NorthStar agent Carlos and his boss that if I switch with them the remaining of my contract with Brinks was going to be covered $300. That never happened I texted the agent and he will answered at first but then he disappeared I am very dissatisfied with the service and I would not recommended to anyone, I also think that their equipment is outdated and simple. I wished I had never left Brinks.

1

Score

raymer Cincinnati, OH

Nov 12, 2019

The contract is very long and autorenews without 60 day cancellation notice. They have no system in place to notify you when the contract will expire. Customer service is difficult to reach and even more difficult to get a direct answer. My service stopped working months ago, but I will continue to pay a monthly fee for absolutely nothing. I find the company to be deceptive and unethical.

0

Score

Amy Montgomery, AL

Nov 9, 2019

DO NOT go with NorthStar Alarms no matter how good their "installation" package looks. We went with them because they said that all the new equipment would be free and installation would be free. We got 5 door/window sensors, the alarm system, a ring doorbell (which is wonderful), and an indoor motion sensor. We have had NorthStar for about 9 months. The first year is supposedly free to have a tech come out to fix any problems. We have had a broken sensor since a week after instillation and still no one has come to fix it. They keep saying that they will call back. I finally got a call back 4 months after my last call because of a negative review that I gave them. They say that they will call me back with a tech but I'm not going to hold my breath. So far we have been paying for no service. We cant use the alarm because the sensor is saying that the window is open. We are definitely going to cancel and hopefully I can get legal involved to cancel early for free. We will see though. The sign in my front yard advertising them will be gone by morning.

0

Score

Elaine Lockhart Pomona, CA

Nov 7, 2019

DO NOT USE THIS COMPANY!! These people will rip you or your elderly parents off if you need to cancel your service early. My 87 year old mother has had their service for years. She has now had to move into an assisted living facility. I called to let them know she needed to cancel her service. They told me I needed to send them a letter of proof where she has moved. She is also being billed $199.00 for early cancelation!!! I emailed them a scanned signed note by the Community Business Director on the letterhead of the assisted living facility where she has move stating that my mom is a resident there. NorthStar emailed me back stating that this is not good enough for them. They are telling me that they need to know if she is living in the assisted living or independent living there. First of all, DOES IT MATTER? She has moved and does not need this service anymore! She wears an alert necklace provided by the facility she is living in. It's all assisted living! They do everything for her! Cook her meals, clean her room, change her bedding & do her laundry! They also said it needs to be on the company letterhead which it was. Now I have to send a copy of her lease. She is going to pay the $199.00! But they won't send her the bill until they get the proof that they feel is appropriate! This is CRAZY! Think twice before getting sucked into this company! They really stick it to the elderly if they need to cancel their service for the many unfortunate situations that arise!!!

0

Score

Paula Cabrera Plano, TX

Nov 6, 2019

my cameras been down sense march 2019 can’t get a tech to fix over the phone they ask me to get in my attic and find the solution myself. I probably used my alarm system 3 times sense march the panel had me bypassing everything. Northstar is really good at drafting money out your account but not very good at customer service & tech support is lazy.

1

Score

Gabriel

Nov 2, 2019

They are a completely useless company when it comes to customer service. The reps just want to close a ticket and get you off pretending they are helping. Management is worse as they try to trick you I to promises without disclosing the true extent of the changes and then claiming you are the one not paying attention. A complete con of company and as their own manager said, they lose too many after the contract ends, apparently it is known but not addressed by the company and management. STAY AWAY PLEASE

0

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Prince Vincent

Oct 30, 2019

This company is a rip off. It preys on unsuspecting people, especially US Military Veterans like me, who suffers from mental illness and other combat related injuries. My name is Prince Vincent, an Afghan war veteran and a combat disabled veteran of the US Army. Last year, I was approached by two of NorthStar's sales reps. They told me about their alarm system, being disabled with potential vulnerabilities, I deemed it reasonable to accept their service. I was informed that it was a month-to-month, payment deal, I affixed my signature to their scandalous deal. A year later, I'm being informed by this inconsiderate company that I signed a five years contract with them. "How so? I did not sign such deal." I tried to inform them. But I was disrespected, disregard and brushed off. All my efforts and appeals to have this exploitative deal reverse have been denied. Currently, I'm unemployable due to my injuries and disabilities. As a father of two kids and a husband, how am I going to keep up with this payment? Isn't this company trying to ruin my credit and ultimately my life? Folks, please don't subscribe to this scam of a company. Don't be like me, don't allow them to exploit or take advantage of you as they're doing to me. I call on my brethren, my beloved veterans to boycott this company of extortion. "ALL FOR ONE, ONE FOR ALL." Best.

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Hans Steele

Oct 28, 2019

Were should I begin. First let me say that Northstar will promise all sorts of things to get you to sign a contract then when it's time to provide the services they've promised you that would be free of charge they actually try to charge you for it. (My story) I had been with ADT happily for years. When along came a Northstar salesman promising all sorts of things. I had a system installed on my property. I explained to the Northstar gentleman that I would be moving within a year. He explained this would be no problem that all they would have to do is transfer service to the the new home. When it was time to sell my home and have service moved it all of sudden became a issue. Iwas purchasing a new build home it would take 4 months to be finished. When I tried to have my services turned off for those 4 months they tried to raise my monthly rate. So when I complained about the increase they said that I could continue to pay for the service for the 4 months and when it was reinstalled they would credit my account for the time it was unmonitured so I did. The installer that uninstalled the equipment was rude and unprofessional I looked pass that. When I called to have the system reinstalled after the new build was complete they wanted to blame me because the installer left certain equipment that was needed. How was I to know what was needed. Anyway all I wanted was to have the same service that was already provided. This is when they tried to charge me for sensors that were left at the old property. I explained that I would not be paying for a mistake that I didn't make. And the 4 months I was paying for the unmontering nope sorry no credit they did offer to put my account on hold for 6 months to try to help with the cost of the sensors that should have already been provided but guess what my contract would be extended for 6 months. So I guess it's ok for them to ask me to pay for it twice. Should have stayed with ADT better equipment better customer service better company (STAY AWAY FROM NORTHSTAR) be warned they are scammers hoping this helps someone make a better decision than I.

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C B

Oct 23, 2019

When I moved and rented out my house, the tenants disconnected the alarm without telling me. Northstar continued to charge me even though they were not monitoring anything and didn’t notice.

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Elvira. Very nice and creative Azer

Oct 16, 2019

System does not work half of the time going off line. And trying to get a technician out to repair very hard. Paying too much money for alarm system that only works half the time! I do not recommend NorthStar to anyone.

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Crystal Mars, PA

Oct 15, 2019

Original contract with Vision Security. It was bought out by Northstar Home (Vision). Warning to all potential customers. Contract was long (60 months). Service did not work properly. Unable to set alarm due to system sending false alarms to police department. Tried to have a technician come out to check system & replace battery. Was told to replace battery myself. Purchased new battery and installed myself. Still did not work properly. Technicians would not come out to do the needed repairs and during this time home was broken into twice. Contract ended 5/2019. Called Northstar Home (Vision) to cancel services 8/23/19. Followed instructions given to me by customer service person (send email requesting immediate cancellation & letter with signature). Service was not cancelled & was charged again in 9/2019. When aware of the charge I contacted Northstar customer service. I was told that they had received the emails but not the hard copy signed letter. When I asked to speak with a manager I was denied this by the customer service representative. The entire 60 months of dealing with this home security company was HORRIBLE!!!! I regret the day I allowed them to come into my home!!!! I would caution every potential customer to beware!!!!

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Thelma Taylor

Oct 7, 2019

Northstar agent had me sign document to stop previous security company...todate they haven’t & I’ve amassed over $100 per Month in paying both companies,. I’m on a fixed income. The doorbell announces someone at door but camera doesn’t record it or it notifies me but by the time I try to check it out it’s gone. The events on the site has stopped recording. I have worked hard for my money & I don’t appreciate being taken advantage of. Did I mention I’m out of state & have been for several weeks & cant watch my house! ? I want out of this contract!

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dan Hanford, CA

Oct 5, 2019

I have tried three tiimes to get service tech out to fix the system which has been down for about 24 months. We were having finacial problems and asked if we could get out of contract...they said no and would have to pay balance. So they set me up with 6 months free with the system repair and then afet six months a reduced monthy fee for additional 3 years. No repair tech called or showed up. System still in trouble and the other nioght we had smoke in the house and my 10$ smoke detector was sounding but the NorthStar smoke detector was doing nothing. I am not happy witht his company and am looking into breach of contract.

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Dana Caswell

Oct 1, 2019

It is so hard to get a tech out . My service is down more than not. It has been a week and still do not have an appointment. They keep saying give them 24 hours. I am so tired of paying for something I cant use..