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FREQUENTLY ASKED QUESTIONS

For your convenience, we have listed a number of our most frequently asked questions, with answers, as a reference for you. If the information below does not answer your question, please call our Customer Care line Toll Free at (877) 560-SAFE or submit a question through our website.

GENERAL QUESTIONS

Q. "Free" Alarm System? What's the catch?

A. American SafeGuard can afford to defray the expense. If you continue to be satisfied with our service and decide to stay with us for many years, the monthly monitoring will eventually amortize the initial loss on equipment and labor.

Q. Can I live anywhere in the USA?

A. American SafeGuard has a dealer network throughout the USA. Submit your name and telephone number on the "Sign Up" page and a local dealer will contact you. Installation and Service will be provided by the local American SafeGuard authorized dealer. Monitoring and Billing will be done by ADT.

Q. What is the difference between a "HARD WIRED" or "WIRELESS" System?

A. A hard wired system is installed when a basement's ceiling is unfinished. Tiny contacts are hidden in the door frame or window well. The actual wires are out of sight. For finished basement ceilings or additions beyond the original foundation wireless transmitters are used to send signals to the control panel.

Q. What are the main components of an Alarm System?

1) Control Panel with battery back-up. 2) Keypad. 3) Door / Window Sensors or Transmitters. 4) Motion detector(s). 5) Siren.

Q. What other devices are common additions to compliment a basic Alarm System?

A) Glass Break Detector. B) Smoke Detector.  C) Carbon monoxide detector. D) Low temperature device. E) Wireless keypads and remotes.

Q. Are wireless systems prone to false alarms or affected by errant radio transmissions?

A. No, the technology today is very sophisticated.

Q. Can my alarm be "hooked up" directly to the police station?

A. No, the local police station does not have the software, server hardware, or the man-power and expense to field alarm signals.

Q. How is the alarm connected to ADT's central station?

A. All alarms are monitored through the telephone lines. Emergency backups are available should the phone line be down.

Q. Where are ADT's central stations located?

A. Denver, Colorado -- Rochester, NY -- Dallas, Texas -- Jacksonville, Florida -- Kansas City, Missouri

Q. Isn't is better to have my alarm monitored by a near by station?

A. Proximity to the central station is irrelevant. ADT's Stations operate 24 hours a day. Signals are received electronically with no time differential whether your home is 1 block or 1000 miles from a central station.

Q. What happens when the alarm goes off?

A. A trained dispatcher will call your home to verify if you have set the alarm off by mistake asking for your password. If there is no answer or the correct password is not given, the police are immediately notified. Your control panel is a computer that identifies which door/window or motion detector has triggered the alarm. The police are given accurate information as to where the intrusion took place. ADT then contacts you or a designated friend or relative. All of this data instantly appears when a signal is received. Your alarm will automatically shut off within 12-17 minutes and rearm itself.

Q. How loud is the siren and will it bother the neighbors, if I set it off by mistake?

A. The siren is 95 decibels and pursuant to alarm code ordinances sirens are installed inside the home. The siren is loud enough to be heard by any thief on the perimeter who tries to break in, but will not bother your neighbors if you set it off by mistake (the siren is very inconspicuous in design, looking something like an intercom).

Q. Does ADT charge for false alarms?

A. No, ADT will never charge for a false alarms but local police may.

Q. Do the Police charge for false alarms?

A. Some municipalities have implemented a fine for nuisance calls. Typically the 3rd violation in a year averages $35.00. Since your system is monitored and ADT verifies all alarms the police are only dispatched for real emergency's. Your tax dollars pay for these.

Q. I already have smoke detectors, Why would I want to add additional ones to my alarm system?

A. Adding Smoke and fire protection to the system assures the fire department will be called, should there be smoke when you are not home. Smoke detectors as part of your alarm are "supervised" 24 hours a day even if you forgot to set your alarm.

Q. Is there an extra monitoring charge for additional equipment? (I.E. Smoke detectors, Carbon monoxide detectors)

A. No.

Q. What happens if we lose the electrical power in our home?

A. The system has a reserved battery housed in the control panel for this emergency. It is re-charged when the power returns.

Q. How difficult is it to operate?

A. A child can operate this system, a 4 digit pin number allows full control of your system.

Q. Can the system be set at night, or when the kids are home?

A. Yes, The "STAY MODE" disarms the interior motion detector(s) for freedom of movement while keeping the perimeter armed.

Q. How about my Pets? (cats, dogs)

A. Specially designed motion detector(s) or "pet alleys" are used, oblivious to their movement.

Q. What is the correct design of a good system?

A. Any perimeter opening that is easily accessed. EVERY exterior door, motion detector for emergency backup and smoke protection.

Q. In an emergency can I summon the police or fire departments?

A. Yes, most keypads have emergency Police and Fire panic buttons.

Q. What about medical emergencies?

A. Should a family member have a special condition and should ADT have all of this information including medications and doctors names. ADT can dispatch whatever authority is needed Police, Fire or medical personnel.

Q. I have a pager. Can the alarm automatically call my pager when the system is armed or disarmed?

A. Yes, if desired a paging feature built into the control panel will automatically alert you when the system is armed or disarmed. This feature can be valuable to working parents to verify if the kids have come home from school.

Q. What if the keypad is not within reach?

A. Remote wireless devices are available for this purpose.

Q. Can I add emergency names and contacts to my call list?

A. Yes, just call the central station and identify yourself with your account number and your secret password.

Q. What about service or warranties?

A. Defects in workmanship and parts are covered for the first 90 days. Following the 90 day period the same warranty applies with the addition of a $25.00 trip charge.

Q. How much electricity does the alarm use?

A. Not even worth mentioning, no more than the light on your stove or the clock on your VCR, less than $2 dollars a year.

Q. Is there a contract I need to sign?

A. Yes, American SafeGuard offers a 2 year ADT monitoring agreement. This guarantees the amortization of the free installation.

Q. Do I need an alarm permit?

A. Very few towns require them. Permit Fee's average range from $10-$60 the average being $25.00.

Q. Can I get detailed information in the mail?

A. No, ADT nor does any reputable alarm company send explicit information on the operation of an alarm system through the mail. General information designed to peak your interest is all that is available. Some people seem to forget we are in the security business. If you were a customer how would you feel if we randomly sent out detailed information on how your system operates?

Q. Can I get referrals from your existing customers?

A. ADT has been in the Security business for over 125 years and monitors millions of homes. We rely on our reputation and assume you'll know somebody that uses our services. The contract we have with each and every customer STRICTLY PROHIBITS the release of any personal information.

Q. Who will help me design my alarm?

A. A trained security consultant will visit your home and design the most effective system for your needs as well as answering all your questions.

Q. Who will install my system and how long does it take?

A. A licensed and insured installer will visit your home. A typical basic system can be installed in 4-6 hours. Most systems are installed in 8 Hours.

Q. Will my insurance company give me a discount for installing an alarm system?

A. Yes, Discounts vary between 10-20% with the maximum being allowed for systems monitored for fire as well as burglary.

Q. What are ADT's requirements to have an alarm system installed through an authorized dealer?

A. You must be homeowner - Credit approval required - 2 year monitoring agreement is also required.

Q. Who is American SafeGuard?

A. A privately owned alarm company that markets under contract for authorized ADT dealer Delta Alarm Security. Monitoring, service and billing is 100% ADT.

 

SYSTEM QUESTIONS

The information below primarily relates to the Honeywell/Ademcolines of equipment, but can be helpful with other systems as well.

Q: How Do I arm my system?

A: Make sure your keypad is displaying "Ready To Arm" or "System Ready" Once the keypad is clear of any "open" zones enter your user code and the arming position (away, stay, etc.).

Q: How do I turn off my system?

A: Enter the proper "user code" and press the 1 (Off) key.

Q: How do I change my user code?

A: It is always best to find this feature in your Users Manual. If one is not available, enter the "master code", then 8, then the user position (02-06) and then the new code twice. Then test the new code by arming/disarming the system.

Q: What if my keypad reads "NO AC"?

A: This means the system is not getting main power and is on the back-up battery. First check the transformer (beige plug found in a standard outlet), if that is secure check a circuit breaker to see if it has been tripped. If neither has happened please call for service.

Q: What if my keypad reads "FC"?

A: This means the system has Failed to Communicate with our monitoring station. This could be caused by any kind of phone- line interruption. Check all phone lines or check if there is phone work being done in the area. If not, please call for service.

Q: How do I test my system to see if it is communicating?

A: Press in your "user code" and the 5 (test) key. The most accurate test is to arm the system and violate a door/window.

Q: What if the power happens to go out?

A: The system will still provide the proper protection for several hours. Also our monitoring station may receive a "Power Fail" and/or "Low Battery" signal.

Q: What if my system is beeping?

A: To silence the system enter your "user code" and press the 1 (Off) key on the keypad. Do this process twice, then your display may show a "Trouble Indication".

Q: My keypad reads "Not Ready to Arm", what do I do?

A: Press the button that states "Ready" ( * ) over it. The display should read all open zones on the system. Check these zones and make sure all windows/doors are closed.

Q: My keypad reads "alarm zone #", why?

A: This is an indication an alarm has been activated on the premise. To clear this enter your "user code" and press the 1 (Off) key. Do this step 2 times consecutively.

Q: Why is my "Pet Immune PIR" (motion detector) falsing?

A: "Pet Immune PIR'S" are designed for different weight classes. If for instance, a pet such as a cat, reaches a certain height the weight is no longer in effect. If the pet is climbing on the couch, or a window seal, or bookshelves the "PIR" will false. Also, moving ceiling fans, or curtains moving due to an open window, or even hanging plants could cause the "PIR" to false.

Q: Why does my smoke detector go off for no reason?

A: First check the location. If the smoke detector is in the hall directly in front of the bathroom it is possible that steam could be a factor. Also, if the smoke detector is located near a heater/air conditioner vent it could pose as a problem, causing the smoke detector to detect dust or dirt.

BILLING QUESTIONS

Q. I just received my first invoice and it has a "pro-rated amount." What does that mean?

A. Because we bill from the first of the month, you will see a "pro-rated amount" if your system was installed on a date after the first of the month. We include the amount for the partial month and the next full month.

Q. My invoice is for more than my monthly payment. Why?

A. Some states and/or municipalities impose a tax or other fee on our services. We are obligated to collect those fees from you.

Q. When is my payment due?

A. We bill in advance for our services. Payments are due upon receipt of the invoice.

Q. What billing cycles do you offer?

A. American SafeGuard offers monthly, quarterly, semi-annual and annual billing cycles. If you pay annually, you are entitled to a two percent discount.

Q. How do I change my billing cycle?

A. You can make your normal payment and note on your remittance slip that you would like to change the cycle and indicate your preference. Or you may contact our Customer Care Center Toll Free at (877) 560-SAFEand we can make the change for you.

Q. I know I made my last payment, but my current bill shows a prior balance. Why?

A. The bills are due upon receipt. Sometimes if the payment does not reach us in time to be posted before the next invoice is printed, it will not reflect your payment. If in doubt, call the Customer Care Center.

Q. I am going to be away for an extended period of time. Can I pay ahead?

A. Certainly. Just be sure to put your customer number on your check. It would be helpful to include a note with your payment.

Q. My service address is the same, but I would like the bills to go to a different address. Is that possible?

A. Absolutely. Our billing system shows a service address and a bill to address. Simply note the change on the remittance portion of your invoice or call the Customer Care Center.

Q. I Just received the invoice for my installation and the amount of the bill is different than the amount on my contract?

A. When a customer is billed for an installation or conversion, they are billed for the installation amount on the contract, a prorated amount for the first partial month of service and the next billing cycle (whether it may be monthly, quarterly, etc.)

Q. I have more than one location that American SafeGuard is providing service for and I receive a separate bill for each one; is there a way to consolidate all my locations on one invoice?

A. YES. We can set up your billing so that you receive one consolidated bill, which reflects each location as a separate line item

 

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