NorthStar Connect Reviews

by Ceinge

I am extremely sorry I chose Northstar Alarm, absolutely the worst company I have ever dealt with. Customer service is not empathetic to any situation presented. My dilemma started October 2019 when I moved to a new house I informed Northstar from the very beginning in May that I was planning on moving I was informed at that time that it would only cost $149 and they could move my equipment and my service to the new residence. I called them in September stating that I would be moving in October at that time they wanted me to have the buyer of my house to finish the contract which I did have the buyer contact them with interest of of having NORTHSTAR as their alarm service for some reason the deal did not go through probably because of the attitude that NORTHSTAR employees present. I made my move I called to let them know my new residence and the only way that I can get service now is by signing a new five-year agreement or paying approximately $3000 to have service. I am willing to pay the $149 for movement or I am willing to have the minimum amount of equipment so that I can get some type of service from the money I am spending but NORTHSTAR is unwilling to do anything I am in the process of going to court because I am still having payments deducted with no service at all. With the service that I have received from NORTHSTAR they do not deserve even one star but that’s all I could give in order to have my story given to the public.

by GBaez18

Worst service I have ever had and when there are technical issues FORGET IT; they will do everything possible to not do anything! I cannot wait until the contract is over so that I can cancel the service!! Just HORRIBLE!!! The cameras hardly EVER work, you can’t see anything when you are away as the live feed does not work! When one of the cameras went out before a year with their service, they said it was due to my internet service. I therefore upgraded my internet and bought 4 google nest to ensure my internet service was not the issue and even after that, the camera never worked. They said they could send a technician, but that there would be a service fee!!! It makes absolutely no sense as when the sales reps were making their sale, they stated the cameras had “lifetime warranty” and since the cameras stopped working this is an issue on their end, but yet they want to charge me a service fee!! Just HORRIBLE; AVOID THE HEADACHES!!!

by 70chevrolet

This company has poor customer service. Have only been with this company less than 2 months and I am already having problems. Will stop paying them for services that I am not receiving. Like they don’t care about their customers I don’t care to make payments. I am going back to my old alarm system never any problems. And that’s MONITRONICS. People stay away from this company. I thought I could believe a war veteran even that was a lie. Can’t even get someone to come back to me after being placed on hold for long periods of time. I kept trying but I finally gave in. So on my part I will just stop paying. Good luck to anyone who has or is thinking of getting this alarm service for all ur precious memories and precious items. It will probably take a miracle for this company to respond or call back in an emergency. They don’t respond for the simple calls or fixes that can be done in a few minutes.

by Jonathan C (not Happy)

I have had issues with my Northstar security systems for MONTHS now. From the doorbell that ONLY rings on my phone (which doesn’t even work anymore) to the sensors not working, to the whole concept of being tied down for 5 years...I am not happy. I finally served my 3 years with ADT and got out as soon as I could, just for some salesman to come in and convince me that Northstar was different and that I wouldn’t regret my decision....I like any other human being want to protect my family, so security systems seem like the logical path to go. I’ve been so displeased with my system since making the purchase that I don’t even use it anymore. I’ve called several times to try and get these issues fixed...but always get the run around or get told “I’m not the person who can do that function for you...call this number” I’ve been trying to get this fixed and I have been honoring my end of the bargain (ie paying $60+ a month for a security system that I don’t even use) while the reps st Northstar aren’t living up to their end...why should I be forced to live up to my end of the bargain (and be trapped in a 5 year contract) and Northstar doesn’t have to live up to their end...which is timely and exemplary customer service and blah blah... go for Simply Safe and stop letting these companies run you dry and tie you down with contracts!!!

by Sweetpea76

Buyer beware. I should have went with my first instinct when the rep initiated contact after I closed on my house since they probably have some sort of contract with the builder. How else would they have know that I just purchased a house. The system does not work like it should. The cameras are always offline and takes forever to connect. The doorbell camera even worse. Sometimes the doorbell will not ring when pressed. The few times it does by the time it connects you are already at the door. It never records when there is motion. I had some packages stolen from my porch and the doorbell camera didn’t catch anything, not even the delivery guy bring the packages. The driveway came caught pieces of it, the vehicle stopping in front of the driveway and leaving. It didn’t catch the person walking up the driveway to the porch or walking back to the car. It’s a useless expensive piece of crap.

by Natewilson22

Signed a 5 year contract. Horrible decision. The guy who sold us the system was great. The tech that installed was great. Since then, it has been horrible. The doorbell camera never works. We had someone on drugs come to our door and try to get in. The doorbell camera failed repeatedly as I attempted to scare them off, so I had to open the door to physically remove them to protect my family. 2 window sensors have fallen off and the first resulted in the cops coming out for a false alarm. I received a bill from the police department.

On top of how horrible the system has been, I have called no less than 10 times and their support is even worse. They REFUSE to send a tech out to look at this even though I have a “VIP warranty” and I just get transferred around until I give up every time I call.

I am embarrassed to admit it, but I got taken for a ride. This is one of the worst experiences I have ever had as a consumer. STAY FAR FAR AWAY!!!

by Franky1169

I was misled by this company. As soon as my service was setup I had multiple issues. I called and messaged my representative and. He assured me he would get my problems resolved. I misled that I could cancel at anytime. Turns out they signed a 5 years agreement that I never signed. This was not something that I was aware of. When I received the email which contained “the agreement” I disputed the signature. Nothing I could do. I then started having issues with the sensors and the camera system and that was a nightmare. I was gonna be charged to have someone come out. I ended up changing my cameras and doorbells to ring and just kept the alarm. That is the worst alarm company I have ever dealt with. My sensors don’t work so no point in even having this service. I am just paying monthly for nothing. I have requested to have an additional sensor added and they want to renew my contract and charge me to have someone come out.

by Skymama62

No. Not happy with the alarm system that is in my home. I have had it for several years and it has worked as it supporse to when I purchased it for my home. Customer service is horrible do not get call back when I was told someone would call me back at time that was told. also on my windows alarms keep galling off so there is are always errors on the system that dont working. My doorbell doesn’t work hardly ever which is what we need requested not always get a prompt on my phone that someone is at my door. But if request to have someone come out I’ll be charge a fee plus my monthly fee. I wouldn’t mind paying it if the system worked the way it suppose to. Very disappointed. Can’t cancel my contracted and I won’t sign up for another three years not worth it... I think the better business bureau needs to contact to see into this. Again frustrated customer....

by Cool Beanz!

We are trapped in a 5 year contract as, when we signed up by a door to door salesman, we were never informed of the length of time we’d be caught in their prison. To escape is virtually impossible as trying to talk to people is a roller coaster of lies. I was even told by one guy that I couldn’t talk to his manager as “I don’t have one”. When I asked him if he was, indeed, the owner of the company, he basically hung up on me.
Our system has never worked properly, even after multiple repairs so, thru the years, we don’t even use it but must listen to its obnoxious beeps and delete its repetitive emails telling of phantom problems due to the broken “new” control box.
Want to find info about the details of your account on NorthStarConnect ? Want to find when your prison sentence is up before you’re automatically signed up for the next ten years? Good luck. NorthStarConnect won’t tell you and attempting to get it out of representative after repeated calls is maddening!!!
Never sign up with NorthStar!! I’m not the only one - check their score on the BBB, many many agree!!!!!

by Poor Reviw

Dissatisfied from day one. I wish I would have asked so many questions before being persuaded to the switch. The salesman was good, obviously Or I was dumb. Now I not only have to repair everything or anything on my own. I’ve had the system go off several times and not once have I received a call from Northstar to check if we’re okay or in need of assistance. My bill is twice what I was paying granted I have three additional cameras I went for several months before I found out my previous equipment was not activated. Recently I experienced yet another let down. I had to have my internet router replaced and found out I have to be the one to manually reprogram my cameras. Every thing comes at a price this is an expensive one .So yes I need to get up a ladder unscrew equipment and with my phone switch back and fourth apps to reprogram, after a 45 minute call of push and hold,do this, delete that I am having a new door bell camera shipped to me because It never responded. “I’m lucky” they are going to ship me a new one so I can replace and hopefully I can install on my own, this was and is one of my worst decisions ever.

by PintoSeth25

If I could give zero stars I would. There are several layers as to why I’m disappointed with NorthStar as a company. Dishonest sales representatives- we were lied to about contract length, and termination fees regarding military. We had the joy of paying $199 (their “discounted” termination fee) to cancel our service due to the fact that we have military orders to Hawaii. I had asked the sales rep several times about this as we’ve had an issue with another security company in the past. I should also add that the two sales reps that sold us our system were fired shortly after we started our service. Red flag! When discussing things with the phone reps they kept bringing attention to the fact that we were getting discounted fee- this discounted fee is also offered to customers moving into nursing homes (you’ve got to be kidding me??? Cruel.) as well as a few other circumstances that receive the discounted rate.

It seems to me that this company need to do two things- vet their local sales representatives and hold them to a higher standard. And reevaluate their cancelation policy and/or make their policies more clear.

NOT MILITARY FRIENDLY- our elderly for that matter either.

by BSCarla

I just signed up for this service on July 7,2018. Since installation I have had to change the batteries for the digital thermostat 3 times! They installed a defective thermostat. The first time I called customer service, 3 days after NEW installation, they just told me what to do and didn’t even care. Didn’t wait to see if changing batteries was the problem asked me to call back if problems continued. So a week a later AGAIN air condition out because batteries were dead. Again bought new batteries to get it going. Another week later AGAIN out. So I called customer service again, after 45 min waiting, they tell me I must have a bad thermostat and that they will SHIP. me a new one in 3 days. Can you believe that! In this heat! So AGAIN had to buy new batteries and still haven’t received the new thermostat! It’s now past 3 days! So I’m just waiting for the batteries to die again! Ridiculous! I told them they had no problem sticking me with a 5 year contract and taking my money but they couldn’t make their error right for me! Told me they couldn’t compensate me for anything! 😡😡 I do NOT recommend this company! Biggest mistake I’ve ever made!

by NaNa ShafferGunn

NorthStar signs you up for an unbreakable multi-year contract with grandiose promises of great customer service. In actuality, the equipment is constantly breaking down due to antiquated technology and needs for upgrades. Equipment would break piece by piece, each requiring a separate EXPENSIVE service call, when in actuality, the entire system needed upgrading, which they would not do.
They would give my elderly husband and me instructions on how to fix the problems that we did not understand or were physically unable to do, such as climbing ladders. We bought the extra insurance coverage, thinking that it would cover us, but it does not. We are still charged $99 for each service call with no guarantee that that amount will not rise.
Additionally, there is a clause that specifies that you must give them a 60 day written notice or it automatically renews for 18 months, which is ridiculous.
As far as the alarm service itself goes, that is great. They call when the alarm is set off, as per our request, and verify whether or not the alarm is real. The phone app is a little slow to work, but it’s usable.
We are looking for a new system.

by Yanale18

I had this service for a bit over a year. I can’t complain about the quality of the videos but unfortunately the cameras go offline always. And when you call about the issue on customer support the only thing they can say is we will send you a technician and the charge will be $99 like really. Is something from there end and they want to charge always . Oh and let’s not talk about trying to see the cameras when you are away , because you can’t 🤦🏻‍♀️you get all the notifications if a door opens or closes and everything but you are not able to get the live view about 80% of the time. At first I thought it was my internet so I decided to call my internet provider company to give me the best internet they had. So they did and even after that my cameras continue to go offline. This such an inconvenience specially if you are a person that travels a lot or just works way to much .
If they can fix that cliche they have with the cameras and have better customer service when people call maybe then I would recommend this company.

by Forchangos

Northstar as a company has been great and has a great response time when trying to upgrade, but when getting someone out, it’s at least a week out. Had a problem with the SkyBell and took about a week for someone to come out. The camera that I got I’ve also had problems and it took a couple of times to call to finally get a technician to call back in a few days. To let me know when he’d come out. And again it’s still giving me issues here and there. It makes me not want to call anymore. The camera is a little on the lame side side. My Arlo at least you could see on your list of events if it’s something you want to see through a quick screenshot on the side of your event list. But here you have completely no idea what your looking at. There’s really not much on settings that could be moved around. Like length of recording time. But anyways it feels like they’re behind on their technology.

by Trebulek

Doorbell is so sensitive I get notifications over 200 times daily that there is front door activity. I have it set at the lowest sensitivity and everytime a car passes by I get a notification. Very frustrating to get a buzzing in your pocket from your phone. I’ve tried live chat and no one answers. I’ve called tech support and tech says put it on low sensitivity and still it gives me a front door activity. I didn’t sign up with NorthStar 5 yr contract for this.

Also, they have a $99 charge to send a tech above the $64/mo charge. Salesman are very sneaky and will not inform you of any extra charges. They won’t tell you about the 5 yr contract until they about to leave and after you sign the paperwork required. Getting security cameras from Costco or wherever is your best bet. My friends tell it is cheaper than a 5 yr contract. Warning: DO NOT MAKE THE SAME MISTAKE I MADE!!!

by Jaysx10

My mom and I got this alarm set because we just moved into a new house and wanted to feel safe having the cameras in our garage and out the door gives us a sense of peace. However anytime we have questions and I called the phone number that was given to me nobody returns my calls I feel like there’s nobody behind the alarm set. I give them two stars because the lack of communication I wanted to feel with my security provider hasn’t been top notch. Also it takes FOREVER for my phone and the system to connect so I can look through the cameras. It’s a bummer.
I recently called and they claimed I needed a software update and that would fix everything... it did not.
My door bell camera only records when initiated by someone pressing the bell. I explained them that it was suppose to record anytime where was movement and they agreed however have not fixed the problem.
I am not satisfied, the standards they explained are not what happens when installed

by Rothenmr

Worked well initially. Sort of. Always seemed to have issues from day one. Renewed contract. We should never had done that. Struggled to get repair service. When sensors fail, batteries low and camera doesn’t work I’m the technician. I fixed the issues myself. When I could not resolve I was charged for a tech who struggled himself to figure out and eventually replaced a sensor—issue resolved. Not sure why I’m charged for sensors failing? Camera failed and same thing. But tech complains about difficulty with connection. So I dumped the camera and installed my own. Last 2 years, alarm activation with app is hit or miss. No help. Multiple attempts result in failure until 2nd, or 3rd attempt finally allows activation. Very flaky system. So we installed a second alarm in addition to this one. Meanwhile we are waiting for this system to finish out service pending cancellation. Don’t waste your money with this system. Better systems out there and cheaper monthly monitoring too.

by Nothappyinaz86

I have tried to contact this Company for a month because my cameras don’t work . so i have tried and tried to get assistance. A few times they told me i have to print off the information for the system off line . If i need further assistance tgen it requires at least 100 service fee for a tech to even come out . this all beginning when i initially got the system . haha one a the phone techs told me i needed to climb up to my camera then follow the line , Actually cut a hole in my wall to check the connections . i have now had a setter tgat i have to pay for and not have been able to use at all except for the thermostat and viewing when the door has been opened or closed . whew pretty expensive if you ask me . I did have a professional tech come out and tryin to get things to work . he was unsuccessful . He said tgats basically an overcharged paperweight. gggr i absolutely outlying hate paying for something i can even utilize.?

by Martha Taylor

You as a customer have to pay them to check for the devices they offered and Installed them selves in case the device is not properly working
So pay your bill on time don’t mean anything at all and on top their customer service make you wait in line for literally hours before some one answer telling you every word you said is recorded so make sure you don’t change the story because we can use the recording to remains you, your own words. I’m disgusted 100%
A completely shame to be stuck with this company for 5 years I can’t wait to finish the worse contract I ever signed.!