Selecting An Alarm Company
What are some of the considerations involved in selecting an alarm company? The caveat "consumer beware" is an important pre-requisite when purchasing an alarm system. It is essential that you, the consumer, focus your attention on selecting an experienced, qualified, reputable alarm company that is in a position to design, monitor and service a system which will meet your needs, however great or small. Purchasing an alarm system should take some thought and you should, therefore, be cautious when accepting "special offers" or "free" alarm systems. Be certain to first investigate the company's experience and expertise and look for any potential "strings attached."
When selecting an alarm company, give some consideration to what you are looking for in a system. Once you begin the process, it is important to remain consistent when dealing with competing quotes, otherwise you will not be in a position to compare "apples to apples."
Determining what your needs are is something that you, as a homeowner, will have to decide. A security system is not something that you should buy "off the shelf," but should be customized to meet your needs and finances. An on-site evaluation by the alarm company is essential before an educated quote can be provided to you. A professional security company will take the time to find out about your needs, explain your options, and then design a system that's right for you.
A basic system will take a two-stage approach to securing your premise. The first will monitor the perimeter access points (doors & windows), and the second will monitor the interior by detecting movement inside the premise (motion detectors, etc.) A combination of perimeter and interior detection is the most commonly used, however, either may be used independently depending upon your needs and requirements.
What should I ask my alarm company?
The following questions may be helpful to you as a guideline in your search for a security system. Be an intelligent consumer and continue to ask questions until you understand what you are purchasing and the level of security it will provide. Reputable companies will answer most, if not all, of these questions positively.
- Is the company a member of the False Alarm Reduction Association (FARA) and/or the National Burglar and Fire Alarm Association (NBFAA) and have they completed NBFAA's Level One Training Course?
- Is the company an NBFAA Installation Quality (IQ) Certified company?
- May I see proof that your company has all applicable state and County licenses (e.g., a State of Maryland State Police issued Security Systems Agency License and a Charles County Alarm Business License)?
- Does your company conduct pre-employment screening or criminal background checks of your employees, as required by Title 18 Security Systems Technicians of the Annotated Code of Maryland, Business Professions and Occupations Article, enacted October 1, 1997?
- How long has your company been in the security alarm business and are you a registered or incorporated company?
- May I see proof that your company carries professional liability and/or errors & omissions insurance?
- Will you provide references?
- Do you adhere to a false alarm/dispatch reduction program?
- Will you provide me with a written quotation?
- Once an agreement has been reached, will you provide me with a written contract outlining applicable warranties, costs, services, and the term of the contract (1 year, 2 years, 3 years, etc.) included in the price?
- Will the company provide the necessary user training on my system as part of the contract price?
- Is there a written warranty on equipment and labor?
- Will I own my system or be leasing it?
- Do you guarantee customer satisfaction and, if I am disatisfied with your service, am I able to terminate my contract with no obligation, and will I receive a pro-rated refund?
- If I move or sell my home, can I cancel my contract or allow the new tenant or homeowner to assume my contract?
- If I cancel my contract, can I contract with another alarm company to take over the monitoring or servicing of my alarm system, or will my system have to be removed and a new system installed by the new company?
- Is my alarm system designed or programmed to prevent another alarm company from taking over my system?
- Charles County False Alarm Ordinance No. 98-48 precludes me from using an alarm company that is not properly licensed. If your local and/or state license was not acquired, was allowed to expire, was suspended, or was revoked, would my contract with your company become null and void, allowing me to follow the provisions of my local ordinance and enter into a contract with another, properly licensed, alarm company?
- If my system requires servicing, are there additional fees, and how quickly are service calls performed?
- Will my system be monitored 24 hours a day? If so, what is the cost of this monitoring service and which company will be monitoring my system? Does this monitoring company also possess all applicable state and County licenses (e.g., a State of Maryland State Police issued Security Systems Agency License and a Charles County Alarm Business License)?
- Do you offer any protection for pre-paid monitoring?
In addition, you may wish to refer to FARA's Consumer Guide, "Purchasing an Alarm System and Understanding False Alarms--What Consumers Should Know and Ask Before They Sign on the Dotted Line," which includes a convenient check-off form to help you shop and compare alarm systems and alarm companies.
When selecting an alarm company, there are several steps you should take in order to assess the capability of a company:
- Contact the NBFAA for a list of member companies in your area. Association members agree to maintain a high level of conduct under its National Code of Ethics and to render services at the highest level of quality.
- Call several companies and ask them if their employees are trained and/or certified by the NBFAA.
- Ask each alarm company to conduct an inspection, make a recommendation, and provide a detailed quote in writing, indicating the length of time the quote is valid (30 days for example). You would be wise to obtain a minimum of three quotes before making a decision.
- Contact your local police department's Crime Prevention Department, state licensing agencies, Consumer Protection Agencies, and the Better Business Bureau.
- Ask your insurance agent, friends, family or neighbors for referrals.
Another important aspect in determining the capability of the alarm company is in their approach to you as a potential customer. A professional will:
- Not criticize a competitor; they will however, highlight their own strengths in providing a service.
- Be properly dressed and discuss the potential sale of a system in a business-like manner.
- Review your premises as a whole and make recommendations regarding the overall protection of your assets. The review should include, but not be limited to: reviewing the entranceways, lighting, doors and windows, and checking locks.
- A true professional will provide you with written information needed to make an educated decision.
In electing to purchase an alarm system, it is important for the consumer to understand their own responsibility. False alarms represent a problem that is of concern to the industry, police, fire and emergency medical responders and to users of alarm systems. A false alarm is an alarm that is generated by a system when no emergency exists. While the responsibility of the alarm company is to ensure that the system is designed and installed properly, the user has the responsibility of ensuring that the system is operated and maintained properly and is not abused.
As an owner and/or user of the alarm system, you will have to:
- Understand how to use the system and ensure that everyone who needs to use the system understands how to properly use it also.
- Inform the alarm company if any changes are made to your premises (e.g., renovations, new pets, etc.) to be sure that the alarm system will continue to operate as designed.
- Test the system on a regular basis, as agreed to with your alarm company.
- Have regular maintenance checks on your system.
An electronic alarm system, when used properly, can be a valuable tool in securing your family and assets.
Many thanks to The Canadian Alarm & Security Association (CANASA), the False Alarm Reduction Association (FARA), and the National Burglar and Fire Alarm Association (NBFAA) for the above information.