Go in prepared
A sales conversation is easier to manage if you set the agenda. Companies differ in how they present offers, and the details that matter most to you, such as contract length, equipment ownership and what happens when you move, are not always raised unless you ask. A written list of questions slows the pace, shows that you are comparing options, and helps you spot vague answers.
This article gives a checklist. It does not name or rate any company. Practices, licensing and consumer protections vary by place, so treat the list as a starting point and verify local requirements.
Before you call anyone
Know what you need. A short note on your property, your priorities and your budget will let you compare quotes on equal terms. If you have done a risk assessment, bring the results. Get at least two or three quotes if you can, and ask each company to quote the same scope so the numbers are comparable. Be cautious about same-day offers that expire when you leave, since the time to read the paperwork is part of the decision.
Company and credentials
- Are you licensed to install and monitor in my state or area, and can I see the license number? Requirements differ by location, and you can often check them with the relevant authority.
- Are installers employees or subcontractors?
- Are your technicians background checked, and do they carry identification?
- Do you carry liability insurance, and can you provide proof?
- How long has the company been operating at this address, and can you provide references?
A security provider that is confident in its practices should answer these plainly.
System and design
- What did you base the proposed design on? Did someone survey the property?
- Which entry points and areas does it cover, and which does it not?
- Why these devices rather than others, and what would you leave out if I wanted to spend less?
- Is the system wireless, wired or both, and how does it handle sensor batteries and range issues?
- Can I add devices later, and are they compatible with other brands?
- How are pets handled by the motion detectors? Ask about pet immunity limits rather than accepting a blanket claim.
Monitoring and communication
- Is monitoring done by your company or a third-party center?
- How does the system communicate with the monitoring center: cellular, internet, landline or a combination? What happens if one fails?
- What is your alarm verification process before dispatch, and how do false alarms get handled?
- What are the response expectations, and what do you promise? Be wary of any promise about response times or outcomes.
- What happens to the system during a power outage, and how long does the backup battery last?
- Can I use the system without monitoring if I choose self-monitoring later?
Cost: upfront, ongoing and hidden
- What is the total upfront cost, itemized, including installation and activation?
- What is the monthly fee, and what does it include and exclude?
- Are there fees for service calls, false alarms, relocating devices, adding devices or changing contact lists?
- Can prices rise during the term, by how much, and what are my rights if they do?
- Are there taxes, permit fees or other charges not in the quote?
A quick check helps catch distortions. If the quote is 200 dollars upfront and 40 dollars a month for 36 months, the total is 200 plus 36 times 40, or 200 plus 1,440, which is 1,640 dollars. These figures are hypothetical. If a company emphasizes only the monthly amount, calculate the total yourself.
Contract and exit terms
- How long is the initial term, and when does it start?
- Does it renew automatically, and how much notice do I have to give to stop renewal?
- What is the early cancellation cost, and how is it calculated?
- What happens if I move? Can service transfer, and does the term restart?
- Can the contract be assigned to a buyer?
- Who owns the equipment, and what happens at the end?
Each of these is covered in more depth in the related articles on cancellation terms, equipment ownership and reading a service contract.
Support and warranty
- What is covered under warranty, for how long, and who pays for labor?
- How do I reach support, and what are the hours?
- If a sensor fails, how soon can it be repaired or replaced?
- Do you provide training and written instructions?
- How will software and firmware updates be handled, and what security practices do you follow for accounts, such as two-factor authentication?
Privacy and data
- Who can access my camera footage and account data, and how is it stored?
- How long are recordings kept, and can I delete them?
- Will you share information with third parties, and under what circumstances?
- What happens to my data if I cancel?
Check local rules on recording, especially for audio and for areas your neighbors or employees may use.
Insurance and permits
- Do I need an alarm permit in this area, and who files it?
- Is any documentation available that my insurer might ask for? Do not assume a discount; ask your insurer directly, as policies vary.
Get it in writing
Ask for the proposal, equipment list, contract and any promised terms in writing before you sign. Verbal promises are hard to enforce. Read the whole thing at home if you can. If a claim made in conversation is not in the paperwork, ask for it to be added or treat it as not promised.
Signs to slow down
Pressure to sign immediately, refusal to provide the contract in advance, vague answers about fees, inflated claims about preventing crime, and unwillingness to show a license are all reasons to pause. A reputable company will usually accept that you want time to compare. You can always walk away, and a decision made calmly tends to hold up better.