Northstar Alarm is a home security and automation company with over 60,000 customers in more than 20 states. The company offers five monthly monitoring packages to choose from, but does not publicly disclose pricing information on its website. Northstar provides its customers with 24/7 professional monitoring and a lifetime warranty on equipment from Honeywell. Northstar Alarm is an upstanding member of both the National Fire Protection Association and the National Burglar and Fire Alarm Association.
Northstar Alarm offers five home security packages that feature home automation, energy management, and video surveillance services. The wireless cellular communication systems feature 24/7 professional monitoring and a lifetime service protection warranty on the equipment.
No landline phone connection is required for Northstar Alarm's security systems.
The control panels feature two-way voice technology so customers can communicate in real-time with dispatchers in the case of an emergency. Northstar Alarm provides Rapid Response Monitoring which allows them to dispatch help from emergency service providers within seconds an alarm signal is received. Customers receive remote access control of all included features through a Total Connect mobile app from Honeywell that can be used on any device. Customers are able to control home lighting, temperature, and even small appliances from the app. The surveillance technology provides live video access in the home anytime from anywhere. Customers can record and playback video footage anytime as well.
Customers are required to sign a contract lasting five years.
The company does not publicly disclose pricing information for its home security plans on its corporate website. Even though equipment repairs are free of charge under the lifetime warranty, customers are responsible for a minimum $35 trip charge per home visit.
Many complaints involved alleged miscommunication from Northstar Alarm sales personnel to customers about contract lengths and monthly pricing on its home security plans. Customers also had problems with faulty equipment and trouble canceling service accounts.
Northstar Alarm also automatically renews contracts unless the customer provides written notice of cancellation at least 60 days prior to the end of the initial or renewal contract term.
Robert B did a fantastic job. Ran threw everything with us very well and did the installation very quickly. Would definitely recommend him a this company to everyone we know.
Robert B did an excellent job installing my new system in my home and teaching me the ropes on how to navigate it. A true professional.
Robert B was our technician today for our alarm system today. He was able to answer all my questions and install everything pretty quickly. Good clean person with good manners.
Aimee De Luna
Robert B was very clean and very organized. Any questions I had were answered and he was as professional at all times.
Robert B was extremely professional, efficient and friendly. Appreciate the time in educating our family on the system.
Robert B was very efficient and did a good job for us.
Jordon O was very great, excellent and we met a lot of people and he was the best one.
Eduarod was amazing and showed us everything we need to use our system
Jordon O I had a good sales person he did a good install
Everything was explained very well! The technician Eduardo T was amazing!
Jordon O was a very polite and well mannered young man. He was very caring and very conscious of not overstepping his bounds and staying in character. I really liked him, and the way he treated us, with patience and caring.
Very informative and nice customer service. Instillation was quick and not invasive.
Jordon O did an outstanding job - this is why I use Northstar Really pleases Job well done.
Jordon O was nice and knowledgeable and did a great job installing the system
Jordon O was very courteous, very knowledgeable and an all around nice guy. He was also very patient.
Mark and Eduardo were awesome customer service was outstanding.
Jordon O was very nice and kind. Would recommend him
Horrible experience started right after the ink on the contract dried. Customer service is terrible, billing department takes 2 days to call back, no supervisors available, it's like they're stuck in the 90's. Biggest mistake I've made regarding a provider for my home.
They are basically scammers. I was talked into signing with them. Had crappy service. Moved from a home I lived in 40 years and couldn't take the awful system. They charged me $99 to REINSTALL a system I didn't have. I am a widow on social security barely making it but they take $47 every month, and I don't have the system! It has been a nightmare to get them NOT to automatically renew my contract. They are scumbags!
They are not upfront, there service in Co is minimal, my system is always having issues..I asked there sales manager, took a bit for him to answer. Finally he told me.But I have to give them a 90 d notice, if not my contract extends automatic. I asked why." Because it's in the Contract. That's BS.. I don't recall agreeing to that..maybe it's in the fine Print.. misrepresentation
If I could give this company 0 stars I would. Worst company on planet Earth. They will promise and tell you anything to get you to sign a contract (my story) I had been a happy ADT customer for years when along came a Northstar salesman promising all sorts of things. I explain to the salesman that I would be moving in the year he explained this wouldn't be a issue all we would have to do is move the service at no cost to me. When it comes time to move they tried to raise my monthly rate. I refused as this was not part of the agreement in the initial consultation. They explained I could continue to pay for the monthly rate and the amount of time spent for unmonitored months would be credited to the account. I went with that. I was purchasing a new build it would take 4 months to finish. When it came time to reinstall the equipment they tried to blame me for equipment left at the old property. How was I to know what was needed. That's there job right. They uninstalled the equipment. They tried to charge me for it. I again refused. And the credit for the unmonitored months nope sorry can't do that so they lied to me. I was on the phone with Northstar for 4hrs with no real conclusion. Everytime I asked to speak to a supervisor I was told there was no supervisor available what a joke. They did offer to put the account on hold for 6 months to cover the cost of the equipment needed but 6 months would be added to my contract. Guess it's ok to ask me to pay for it twice. Be warned stay away from Northstar they're scammers, thieves with terrible I mean terrible customer service. Should have stayed with ADT better rates better equipment better customer service
This is the worse company I ever worked with. They do not honor their contract. We are 4months without service now with them saying they will send someone out to do the repair. Another two weeks and still no repair.
I find this company to be on the shady side. Because I didn't notify them in time they automatically renewed my contract for another 2 years. They did some fancy talking and recorded every conversation . They made it seem like that I requested to renew, with their slick talkers. The only way out of the 2nd contract was to pay a large amount of money , as I remember it was a couple thousand dollars. I was forced into keeping this service and no amount of talking, like "I can't afford it anymore, I'm old, 83, and you tricked me" worked. There is no sympathy with these people. I even called the DA's office in Utah where they are located. I guess they are legal, but barely I'd say. Don't sign up!!! They have sweet talkers .No way of breaking a contract unless you die. Don't use them!
Used this service when we lived with my parents for a short time. The control pad was pretty low-tech compared with those of Vivint, but it worked fine for my low-tech parents.
I have had the service for 7 months now and love the doorbell camera. But that is the limit I never received a contract which NorthStar promises to send me monthly. The prior service has never cancelled and I owe over $500 to them. My Sales Rep, Tyson, promised me that NorthStar would cancel the old contract. It has been one Lie after another and I would never recommend them to anyone.
It doesn't work!! I've had a ring camera, and a camera in my house for the past year and they have worked maybe a total of 2 months. I've gotten them replaced after replaced, I was told my internet is phenomenal and high speed (I got it changed because the first time Northstar tried to blame my internet) and they still don't work. Each time after getting a new one they only work for about a week, then they stop working again. I've wasted so much money with Northstar!
I sincerely detest this company! I want to cancel but they refuse to let me cancel! They are far too expensive for those on a fixed income. Besides this, they did not provide the services they promised originally. And the system would go off all on it's own. It was terrifying to hear the piercing alarm go off in the middle of the night! A technician was sent out after numerous complaints and the flaw was fixed, but the service is still too expensive!!! I really hate this company and am locked into their awful 5 year contract. A Allen, San Antonio TX.
Worst company ever listen to all the bad reviews! They speak the truth. I regret getting them as my security company. They make you feel special for the first year and as years pass quality of service declines. My whole system isn't even working right but they want to charge me 130$ just to come get it back online. So much for lifetime guarantee. On the top list of security companies they are at the bottom. And its no wonder... Hope they go under! They deserve it! Switching to ADT asap!
I will never recommend North Star to anyone again. I have had my system less than a year and already have had several problems. The CS was always great, but unfortunately, the problem I have had over the past month make me rethink this company. I switched to fiber for Internet and we had to get a new modem which meant new Internet user name and password. I had no problem getting everything switched over, but our garage camera stopped working. I troubleshooted for weeks with tech over it by unplugging it and plugging it back in, moving the WiFi extender, deleting and reinstalling the camera 3 different times, and nothing worked. They decided to just replace the camera, but said I needed a tech to come out and do it. They said a tech would call in 48 hours. Never got a call so I called NorthStar back to ask what to do. They reached out to the tech who claimed to have been trying to call me. They left the tech a voice mail to call me back. They finally called me around 6 PM and said they could not come out until the end of next week. By this time my camera has already not been working for almost 3 weeks. I said I couldn't be home at that time as my child has an appt during the time frame. The woman sighed loudly and rudely and said she could try for a Saturday appt but would have to call me back. Never got a call back. Every time I reached out to CS I was told to wait until the end of business. I did that and was told, sorry they were gone for the weekend. Every time I called, I was told to wait. I asked to be compensated for the month of not having a working camera. I was told sorry they don't do that. Excuse me? So I am paying for a product that doesn't work? 8 days after the work order was put in for my new camera, I again called CS because it was the end of business and I STILL hadn't gotten any kind of call to be on the schedule. They finally were able to connect me to the company sending out the tech and of course there is nothing available for another 10 days. So I had no choice but to be put on the schedule for next Friday (today is Tuesday) and hope they show up. I tried reaching out over email and Facebook as well, and was told "how sorry" they were and that someone would call me about it. No one ever called, again. This company only cares about getting your money and locking you into a 5 year contract. Stay away from them.
worst company to buy from, no service for system; will not cancell when requested.
Everyone has their own opinion and perspective. My experience has been pleasant. Terrance was very professional and reiterated everything to me so that i would thoroughly understand everything i was getting. He saved me tons of money & he also had a tech to my home the very next day who I was also quick and professional. I have recommended my neighbors family and friends.
DO NOT do business with this company. I am 85 yrs old. My husband had just died & I was trying to get my life back on track. My children advised me to get a security device. Long story short, I ended up with NorthStar, wasn't told it was for 5 years, tried to cancel, but was told I would have to pay them $1000 to cancel, they take $57 automatically out on my Amex, and I cannot afford that since I am now living on Social Security. I get no response from them.I am still trying to cancel them out. The only time I heard from them is when they couldn't get a payment to go thru. They lost no time calling. I tried to tell them what I wanted to do & the man told me he would get someone from customer service to call me back. I never heard. On top of that the equipment doesn't even work, so I'm paying each month for nothing.
I have spoken to people with NorthStar numerous times through email, phone, and messages. I have explained the situation. I have also explained my disappointment in this company and the lack of assistance in the situation. I have explained that I had to sell my home this summer due to the financial bind that my ex husband has put me in. I have had to move to an apartment where I cannot use the equipment. I cannot afford to pay the $72 a month over my monthly bills to just live. This company ropes you into a contract and as soon as it is signed the company is not helpful in any form or fashion. It is sad that a customer would have to research that first. But instead was taken advantage of by a company due to being a single mom with children at home.
Committed fraud to get me into a 5-year contract, when I insisted I would not go above 3. Changed the contract to 3 on the top page of the carbon pack, but apparently used a shield so the under copies said 5. Also contract said it was signed day 6 of 19th month.
I do not recommend doing any business with NorthStar Alarm service as their practices are coercive, predatory and place an unfair and unreasonable financial burden on customers both in their monthly service fees and when attempting to cancel a contract. My husband lost his job, and I called to cancel my contract with NorthStar, and they told me that it will cost me $2,000 to cancel my service and offered me no reasonable solution to my financial problem. Further, they threatened to send me to collections and file a negative remark on my credit if I didn't pay them, which is extortion and coercion. When I initially signed up with NorthStar, I felt coerced to purchase a product that I was not in the market to purchase because the salesman strong-armed me and would not leave until I signed the contract and then it locked me into paying at least $20 more per month for the service than what competitors charge for 60 months!!!! I have filed a complaint with my State Attorney General's office and do not recommend anyone do business with this company ever!!!! They are not interested in customer service. They are only interested in unreasonably enriching themselves on the backs of financially struggling consumers.
you should have a minus rating, A 1 star rating is far from true. They deducted 3 payments from my bank account in a 2 week period in one month, when they should have only taken 1 pymt per month that included installation fee. This caused me overdraft fees that they never gave back to me. So I closed my bank account and started paying them by money order. Then they started harassing me even claiming that I wasn't paying them, not knowing that I have copies of every filled out money order sent to them every month. Time won't allow me to tell everything in the space allotted. But the last straw is that they cancelled my monitoring system and never to corresponded to me I didn't use the alarm because I have a grown son that is incapacitated for which I am his legal guardian, and he would set the alarm off going in and out of the house. I noticed that the alarm was saying on the panel that "System trouble - 103 Comm. trouble". When I called them, they said that they could not fix my alarm because my account has been cancelled." When I called back to find out why it was cancelled, 'the person I talked with didn't know and that I would have to talk to someone else in another department, but they had gone home. I asked the person when was it cancelled thy told be Jan 25th or 26th I don't remember which of the 2 days, so I have this alarm system that doesn't work, and no one ha bothered to call to speak to me regarding it not working. There is no way to speak to anyone with any authority. They don't give out any phone numbers to talk with anyone in any position of authority. I was just filling out my February money order to pay them when I found out about the alarm not working, so I told them I would not be sending anymore payments until I talked with someone. I would not recommend them to anyone. And the 5 year contract is real.
Long contract, need 60 day cancelation notice at end of contract. Can not get out of contract no matter what
I was in a five(5)yr contract with them paying a high amount of $57 monthly automatic deduction from my bank account and then I wasn't able to cancel because they stated I was in a automatic renewal, that I have to write a 60 day written notice of cancellation. The team they have is very unprofessional that didn't respond back to any of my emails or calls. There is no life time warranty on the equipment if you are no longer with them, so if any sensors break do not waste your time.
1 star is too high of a rating. Our equipment has never worked properly, and they have never made any effort to try and fix it. I have been trying to cancel our alarm for several months now, and they won't respond to any of the written correspondence (using the email address they told me to send the cancellation request to). They won't cancel by calling over the phone. If you want an alarm that works, and a company that will cancel when you request it, stay far away from Northstar.
Roy and Shirley McGregor
I took this company Northstar to court,they did not show,I now have a judgement for my 3&1/2 plus years I did not have service,and I will do all and anything to get the money owed to me,they sent a letter to the court days after they were due in court,and they said I refused assistance,well they wanted to send me more of the bad tape for the monitors,why would I wait 3 or 4 days for the tape to get here,and not have service for those days ,my husband bought gorilla tape and that ended that ,then the motion detector in the living room was going off for no reason several times and the last time we left our phones in the car helping a friend,we got in our car to leave ,I checked my phone,it was northstar they said the motion detector went off in the living room and they had dispatched the police,the next phone call came in saying they could not send the police because I needed a permit(I have these conversations on my phone in voicemail) In the letter to me and the judge they have said no permit is required in response area,police refusal to dispatch not attributable to northstar,I have the proof on my phone,I have my judgement they just need to pay up. Shirley McGregor
I canceled my service 2 weeks before installation and I have not gotten my activation fee back
Linda B Peters
Not happy with customer service or Tech help. They don't seem to know your system and what you have. Have given wrong information. Wished I didn't have a 5 yr contract!
Very pleased with the work I got done here from the cost to the service... I had an issue with a bad sensor and that same day they were here repairing it. Defy recommend these guys
I've had this service for a month now and pleased with the function and overall cost. The installation service was satisfactory and the post installation customer support has been good. Had an issue with the SkyBell door bel and the installation technetium was out the next day and solved it. I am satisfied
Liar and crooks! They trick you my telling you something about a 18 month renew (which make you think this is the term of contract). Additionally, they use 60 days and 60 months to misled you on the actual contract in five years. I called within 60 days to canceled and that when they stress that you signed a 60 month contract. Now they only wants to talk about how you signed the contract and how it is your responsibility to read the contract. The worst consumer service I have ever experience.
the worst co. in the world. installation was NEVER put in right. and 100 days later they are still trying to charge me. NEVER 2.3 YOUR SCORE MY SORE - 9.9 AND COUNTING THE WRONG WAY. FORGET RHIS ALARM CO. THE WORLDS WORST !!!!!!!!!!!
Silas Z. Rayner
I signed up with a company called Vision in April 2013 in Aptil 2014 Northstar bought my contracts ( I have 3 acccounts) A week ago someone broke into my one of my properties and I recieved no notification. When I called to find out why I was on the phone for over 5.5 hours (mostly on ignore) and was hung up on 6 times. I finally learned that when they bought Vision 2 of my accounts were set up with Northstar But, one was not (they billed me every month for service they didn't provide). They have an idiotic billing system where each account must be on a separate bill and must be paid by separate Check (I have refused to give them the CC they wanted, insisting on monthly billing). I have filed out the claim form they promised would be answered and resolved in3 days it has now been more than a week. They owe me for 34 months of payments, which I doubt I'll see unless I pursue in court.