Complaint Review: Northstar Alarms

I am a disabled veteran and I am recently married. My husband, who is on active duty in the United States Army, received orders to move to Ft. Lee, VA. I just sold my house in Tennessee. I had one of Northstar alarm systems put into this house this past summer. Not knowing what I needed to do with the alarm system, and the buyer of the house not wanting it, I called the company to see what I needed to do. 

I was specifically told on 25 March 2013, that all I needed to do was send in a copy of my husband's orders and the cancellation would be no issue. We are renting a house in Virginia and not buying due to the fact that we will only be there 2 years. 2 April 2013, I received a call from Northstar stating that because my husband's orders do not mention me directly, I cannot cancel my account. His orders state that he is "authorized to move his spouse." His orders will never directly mention my name. The Department of Defense does not put spouse's names into military orders. In all military systems, I am my husband's dependent and therefore, I must move with him to his assignment. I would also assume that we are not the first military family to be consumers of this service.

Since I was not married to my husband at the time I signed this contract, he is not on the account. As a result, I have discovered this company's policy is that I am still liable for the entire duration of the contract because I am only his spouse and I do not have to move with him, it is only my option to move with him. There is no option in moving with my husband. The Army is responsible for moving us, not only him as outlined in the orders I sent the company. Additionally, I am six months pregnant with our first child. The two of us being separated is not a reasonable or acceptable option. It is disappointing that a customer service representative would even hint at separating a family over something such as a security system.

It appears that Northstar's policy is not only one that does not support the military, but to all families as many industries require families to move. This needs to be addressed. This is disappointing. If my husband had been deployed and I had the system put in, I would be the only person on the account leaving me in the situation I'm experiencing now. I ask that Northstar honor military issues for spouses, their Soldiers, and all families that experience life changes. This is an unacceptable policy. I will be taking this to the Better Business Bureau as well as sending it up to the company's senior leadership. I will also notify the various agencies that support the military both actively on military installations and with veterans agencies to protect the interests of Soldiers and their families. Most importantly, I will make sure a copy of this is sent to the company's CEO in order for the senior manager to see how the company's customers are treated. I am not trying to go out of my way to tarnish the name of the company, I am only hoping to protect the interests of those who may look at your company as a viable option only to be surprised with a lack of compassion, understanding and professionalism in end.