Knock, Knock – Who’s there?
NorthStar security is. Each year they send out thousands of sales reps to get sales. Recently, they just built a new building on the corner of a very popular intersection near University Mall in Orem, UT. Another home security company founded in Utah (like Vivint, AMP, Pinacle (now out of business), SAFE, Point Alarm and other Monitronics dealers).
Founded in Orem, Utah in 2000 and 17 years down the line, NorthStar Home Security has become one of the top 20 home security company in America with the likes of ADT and Frontpoint. With a customer base of over 20,000 in over 29 states, North Star Home security seems to be getting it right although not a favorite among many home owners as a result of its door to door marketing strategy and its extremely long contract plan, North Star offers packages that can be compared to the industry’s best. Notable of which is their home automation options.
A close look at the nice and not so nice attributes of North Star home security.
Pros
- Lots of home automation option
- Two-way video monitoring
- 24/7 monitoring
Cons
- 60 months contract plan
- Poor transparency
- Poor BBB rating
- Auto renewal
Quick facts before you follow the North Star into trouble
| Founded | 2000 |
| Headquarters | Orem, Utah |
| Sales Line | 800-775-7827 |
| Website | Click Here |
| Standard sensors included free | YES |
| Touchscreen Panel | YES |
| Key Remote (On/Off) Fob | YES |
| C02, Fire and Flood Sensors | YES |
| Mobile & Tablet Control | YES |
| Cameras | Indoor, Pan ,Tilt and zoom |
| Z-Wave Technology | YES |
| Advanced Features | Two way video, PTZ, remote access, remote monitoring |
| Monthly | Starts from $29.95 to $74.95 |
| Installation | Depend on Plan |
| Activation | $99-$499 |
| Equipment | Honeywell |
| 24/7 monitoring | YES |
| Smoke, C02 & Flood | YES |
| Customer Reviews | 2.5 of 5 |
| Support | 3 of 5 |
| Equipment | 4 of 5 |
| BBB | B |
A look into how much it is going to cost to get you going with NorthStar Alarm Services.
Navigating through the website of North Star security reveal five clear cut plan or packages. The monitoring charge for each isn’t available but they are well packed with features. Monitoring starts at $29.95 in the starter package which doesn’t come with any form of remote access.
Installation cost: Undisclosed
Activation Cost: undisclosed
Contract length: 60 months (very long!). The average is 3 years, Vivint, Monitronics and Security Networks also have 60 month contract terms. We advise against anything over 36 months.
Relocation cost: $99. Use this if you need to move within the contract timeframe.
Maintenance cost: $80
North Star offers a lifetime warranty on their equipment.
Monitoring Cost: Five packages are available for customers to choose from, each with increasing functionality and cost. Namely Basic, Bronze, Silver, Gold and Platinum. Mininum is $44.99 and can run up as high as $100 per month.
No products found.
What will you be getting if you sign the dotted line for your security system?
North Star equipment are manufactured by Honeywell. They currently install the Honeywell Lynx Touch Panel.
ESSENTIALS: North Star’s offer as a basic package include 1 touch screen Lynx L5200 Control Panel 1 Motion Detector, 3 Door/Window sensors, 1 Indoor Siren and Multiple Window Decals + 1 Yard Sign.
HOME AUTOMATION: North Star also offer lots of home automation options. You can control your Z-wave devices via the control panel or through the Total Control mobile app which works on both android and iPhone devices.
ADVANCED: for the tech savvy, North Star offers z-wave enabled door lock, garage door lock, remote access and remote monitoring, two-way video etc.
How to get this system up and running…
North Star only offer professional installation. Now by ‘professional’ don’t take that too seriously. Lots of their technicians are first timers on the job and will only install 3-5 months out of the year to keep up with their sales reps. They typically try to up-sell the customers equipment that the rep might not have mentioned. (They make more money per install themselves this way). Companies like Frontpoint Security or other DIY security providers will not have this issue as you know before hand what is arriving at your home.
North Star utilizes the door to door subscription approach, you could easily sign up for a security system via a door salesman or call their customer support.
Fix a day convenient and have the professional installer carry out the installation, max 3 hours.
Clarify any gray areas and understand how the system works. Be sure to note that the contract plan last for 60 months. Cancellation involves paying off the remaining part of the contract.
How much do they love their customers?
This is where they get the most mixed reviews. Because sales reps are there to get the sale quickly, support can be limited. However, since they in house monitor their own accounts, they are much more likely to take care of you over a company like AMP that sells of their contracts for a quick 36x multiple.
North Star offers a variety of media for customer support.
Chat support: they have a dedicated chat support, although it is not available 24 hours of the day
Email support: While customers may be required at times to reach them via mail. North Star’s customer support can be reached via
GENERAL: info@northstaralarm.com
SERVICE: service@northstaralarm.com
BILLING: billing@northstaralarm.com
TECH SUPPORT: techsupport@northstaralarm.com
FAQ: They also have an online FAQ area for selected questions. Be sure to read them before signing up.
A deeper look into their history as a home security provider
North Star Home security was formed in 2000, its original focus was on energy and telecommunication. North Star Alarm Services, LLC was created in 2001, starting off from Ohio, and has spread to over 29 states in the country. Recently North Star acquired 8000 accounts from vision security expanding its reach and customer base.
Our final verdict on NorthStar Alarm Services
NorthStar has of a lot of attractive features that an ideal security company should possess. Regardless, the extremely long contract length and poor transparency are enough reason to thread carefully, be sure to read and clarify all gray areas before signing on those dotted lines.
Don’t rush into any ‘amazing sale’ or one of a kind promotion. The sale will still be around if you do your research first. Remember, their sales reps are influenced and motivated by a sales commission check and will say just about anything to get it.
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Growing up with Law and Order and CSI shows taught Isabelle Landau one thing: if people back then had high-quality home security systems, those series would have been way shorter. In our modern world, technology helps us keep burglars away easily, and this is what Izzy studies and writes about: alarm systems, home security, protection systems, and more.
Last update on 2023-05-14 at 03:33 / Affiliate links / Images from Amazon Product Advertising API
Sue c. Lasley says
NorthStar does not care if your house burns down, if you die, if you sell the house, if you are in assisted living, if your town got swept away in a hurricane. they will keep charging, I am hoping to get enough people with this same nightmare co to get the courts to require the company to add special clause for these issues. Make them have customer sign each paragraph read by salesperson, and the print size should be at least 12 or 14 font in bold.
The law require landlords to have easy reading size to protect the renters for hidden clauses
Maria R says
I was also tricked by a high pressure salesman to change my security system. I found out later I had signed a 5 year contract. I am a senior citizen on a fixed income and tried to explain that but he was not listening to anything I was saying. The cameras don’t work properly and now even though i am paying more as a monthly payment for full service, i am having problems getting a tech appointment. I have to trouble shoot with one of their techs first, than still pay for a service call or pay $130.00. Not only that, the contract follows me until I am dead.
randall larkin says
horrible company when you try to contactb them they have a non working number when you finally find a way to talk to them about your equipment failure they tell you to replace it your self..I tried to cancel when I moved and now they have turned my account over to a collection agency.
Elizabeth Dean says
Avoid NorthStar! They tricked me into a 5-year contract saying it was for three, beginning the in the “19th month,” whenever that is. With five years up, they continue to insist I have a contract. May be headed to small claims court. HORRIBLE company.
Richard L says
I just signed with NorthStar.
Everything we wanted (video doorbell, digital upgrade, locked-in price) we received at no additional cost. We had ADT who had a price increase after a year and relied on an internet connection. (NorthStar claims this is a potential security risk; they rely on satellite/mobile signal which is unaffected by a broken internet signal).
So far, there has only been one issue -the doorbell chime.
I will definitely keep everyone here updated as issues, solutions, and frustrations arise.
Rebecca says
Tuesday night, representatives came door to door in our neighborhood. I let the guy know from the start that we were currently in a contract with ADT (the sign is in the yard.) The representative did not listen to me at all. At one point he asked if my husband was home so he could explain it to him.
We’ll never use your company now. Good job!
Ace says
I don’t work with North Star nor do I think their systems warrant their prices. However, anyone knows that when you switch companies you get a better deal. That’s the time when companies are willing to spend the big bucks for customer acquisition. Now the company I work with, buys customers out of their contracts in addition to giving them the best in smart home. But with every company other than Vivint, once your a customer, you don’t get upgrades, you pay for them. ADT doesn’t do the best monitoring or offer the best equipment, they don’t have the best installs, they just buy other companies and use that profit on commercials, where companies like vivint redefine the smart home world, they started it and continue to push the boundaries every time. Why someone is loyal to company that is just now really doing some smart home and not even the best, is beyond me. They don’t do 4K cameras, they don’t do nest thermostats or garage control or lighting controls from the switches. And they act like their outdated cameras other companies were doing 7 years ago, including north star is big stuff. They charge hefty upfront fees for smart home where other companies do not, and they do a 2 year contract where vivint simply finances equipment and month to month on the monitoring. As for getting your husband, yeah couples make decisions together, it would be unprofessional for the rep to try and sneak one by on one decision maker. In sales both people must agree or the cancel will come sooner or later. I don’t know where people get the paradigm that they know sales and door to door ones better than the experts at their homes. Criticizing the techniques and pretty much want someone to say hey can I solicitor you to do something you weren’t going to do if I wasn’t here, hahaha. Sales is what makes the world go around. If their were no sales there would be no money to employee you or your husband in whatever job you guys have, plain and simple. Next time instead of thinking you know best, try listening, and reading, and truly evaluate if what is on the table is better than what you have. Most of the time it is.
Big Mark says
RIPOFF! I’m dealing with this right now. My parents signed up for a 3 year contract and 38 months in, my mother called to request paper billing. Long story short, the sales rep tricked my senior citizen mother into signing on for a new 3 year contract. She was never told anything about it. They never discussed another contract. But now Northstar says they have a new contract.
I would never use this company. Beware of anything they tell you and carefully read anything you sign. They will cheat you if they can–based on our dealings with them.
Ace says
Yeah North Star auto renews full contracts, I don’t work for them, they are a competitor well not really. But look up the state laws, if the state says auto renewal for full contract is no longer allowed then your free and clear, lots of states switched their laws about 5-8 years ago preventing that. Good luck
Gomez says
Northstar is horrible. Very nice on the phone but they will not fix the issues with their systems. I have called them several times and requested call backs. I received one call back but was not helpful. The Skybell system they installed stopped working after a couple of months. When I called, they sent me a new one and had me install it. It still did not function. I asked for Northstar to send a tech out and fix the issue. They refused and advised for me to contact the third party, Skybell, and fix the issue myself. I requested they write me a letter via email and state what they had told me over the phone. Now the letter advised that they would provide a tech on the phone when Skybell calls. Be warned don’t fall for these guys.
Ann says
The salesman lied by telling me I was not under any contract and could cancel at any time. I asked him specifically ,”what if I move and want to cancel?” He told me I could cancel whenever I wanted. When I had poor customer service from this company and told them to cancel, the person on the phone told me I was obligated for 5 years of service fees. If and when I decide to move, I am going to just walk away from this company, until,then I guess I’m stuck with them. I believe the sales man was using deceptive practices just to get people to sign up with him.
Alarm Reviews says
Thanks for letting us know. Just a tip – companies are not always represented properly by their sales reps. We aren’t affiliated with Northstar or trying to get you to reconsider but careful of backlashing too much at the company when you may not have read the contract carefully enough when signing up under the rep (or he lied).
Jay Cajoler says
North Star is one of the companies in my area I knew very little about. Glad i found this review. I did not know the contracts were this long but that is not an issue for me. My home is 80% paid off and I do not intend on moving at least for another 15 years, if ever. So I will be giving them a call. I will be sure to ask a lot of questions too.
Louise Sommer says
Do not buy this is an awful company. They will sue you if you want to stop service prior to end of contract. No one should sign a 60 month contract !
Rodger C. says
Bad BBB reporting never puts me off because I know a lot of companies pay to have their ratings be good on there. With that being said, I am on the fence with North Star. The reason why is the long contracts and annual renewal. Not everyone stays in the same place their whole life. Hardly seems logical to have your contracts be THAT long! 5 years is too much for me.
Madison A. says
I was thinking the same thing. You can’t ever really go by BBB ratings. I know a company who had an A+ rating and were utter rubbish! I moved to the states from the United Kingdom last fall and have been searching for security options since January. I will have to look at more options as I do agree, 5 year contracts are far too extensive.