1. Relocating the system. We know they can do it. Is there a fee for doing so?
If they are moving it w/in the house there is a $25 fee. If they are moving to another residence there is a $99 fee. However, this can change depending on how long ago the system was installed.
2. The motion detector is calibrated to ignore animal up to 40lbs. Someone said they were told their cat would set it off. Is there something about the calibration that someone knows if its a feline vs a canine? What about the family bird that gets loose?
It won’t pick up anything less than 40lbs as long as the animal stays 6-8 feet away from the detector. So, a lot of it has to do w/ the location of the motion detector. Same thing with a bird; as long as it doesn’t fly directly into the motion sensor it won’t trigger the alarm.
3. Distress code – someone that has the HOME SECURITY system said there is a special code they can program that will appear to have turned off the system but will actually let you know there is a real problem but the homeowner can’t tell them so (because some guy has a gun to their head). Is this true? Is there also a special verbal code for the two-way system that would have the same effect?
Yes, both of these are true and will be covered by the tech at installation.
4. If the key fob is lost, can it be deactivated? How do they get a new one?
It can be deactivated however a tech would have to go to the home ($25.00 trip fee) to reprogram; they would have to purchase a new one for $99.00.
5. Can you change the language on the keypad?
They can be special ordered cost is the same.
6. Do you have bi-lingual operators ?
Yes.
7. Is the customer responsible for 100% of their contract whenever they cancel? Someone has it and thought it was only 75%. Who is right?
If the customer cancels the contract states the customer is responsible for 75% of the balance of the contract.
8. If the customer doesn’t have a driver’s license can we take a state id?
Yes.
9. If someone cuts the phone line from outside the home does that alert the monitoring center to an issue?
The standard package would not get a signal thought to HOME SECURITY if the phone line was cut. A rebuttal to that would be that most new homes do not have exposed phone lines on the outside. So the odds of the system being disabled would be small. If exposed phone lines are an issue we do have a cell back up system available. However, “We’d like to leave that up to the technician to discuss with you since they will be on site and they are the experts”.
10. If a person is selling their house and wants to transfer the service to the buyer before their 3 years are up, can they do that? If so is there a fee?
The contract is not transferable to the new buyer. The reason for that is the buyer has not been credit qualified. The seller may take the system to their new residence. The fee for that would be $99 (activation fee).
11. If a person cancels their service before the 3 years, is the remaining 75% taken out of their auto payment method automatically all at once or monthly, or are they invoiced for it? And if invoiced, is the full amount invoiced or invoiced monthly?
They will get an invoice for the entire amount (75% of the remaining contract).
12. When does the first monthly bill arrive? Is it 30 days from installation? If not, when?
When the tech has completed installation they notify HOME SECURITY while they are still at the residence. Their credit card or ACH is then hit within 3-5 days.
13. Can a potential customer request that they get billed or invoiced monthly instead of an automatic withdraw?
A customer can receive QUARTERLY billing IF they have a credit score of 700 or greater. There is an additional charge of $1.00 per month for this billing option.
14. Does the smoke communicator call you first to see if it is a false alarm just like the regular alarm?
YES, the monitoring company calls the customer 1st to verify the alarm. If no one answers then they dispatch the fire dept.
15. What does it cost for extra door/window sensors?.
$99.00. But, remember that we prefer that those requests are left to the install tech. A telephone sales rep should defer to the expert on site at the time of install for anything above and beyond the standard 1-3-1.
16. If an adult child wants to install the system at their parents house – we run credit on the child – but what address information would go in Dealmaker? The parent’s or the child that is paying for it?
The address in DealMaker should be the address where the alarm is installed, regardless of who is paying for it. However, the person paying (the one whose credit was run) must be present to sign all paperwork.
17. Do you automatically send for help when the panic button on the key fob is pressed or are they calling to verify first?
Due to SIA (Security Industry Association) false alarm standards, HOME SECURITY will call to verify ANY alarm before dispatching police, medic, fire, etc…
18. Can the panic be de-activated from the key fob after it’s already been activated?
No. The key fob goes dead until the alarm has been disarmed either from the panel or another key fob.
19. How far can the system extend? i.e. If a person owns 10 acres of land and wants to have sensors in their barn/ guest house (which is located over an acre from their house), can they still control those sensors from the control panel in their house, or would a separate system need to be installed?
The system can reach 300 feet in clean air. Meaning there can not be any walls obstructing the signal. So yes, a guest house and/or barn should require its’ own system.