Q:How is my system shipped?
A:All orders must be shipped to a physical address and all orders require a signature upon arrival. If you are not home to sign for the package, the Postal Service will leave a note in your mailbox or at your door.
Regular shipping is done via U.S. Postal Service Priority shipping. There is no additional charge for regular shipping. Unless you specify a different shipping address, your order will be shipped to the service address for which the alarm system was ordered. Normally, your system should arrive within 5-7 business days of placing your order, but please allow up to 10 days. Also, there are some items that may be on back order or special order items which could cause your order to be delayed in shipping. Please understand that we do not have any control over delays caused within the U.S. Postal Service. Any such delays could cause the delivery to take an extra day or two. Our shipping department is only open Monday through Friday. All regular shipping orders placed on Friday, Saturday and Sunday will ship out on the following Monday.
Overnight shipping is available for an extra charge of $40 per security system ordered. Orders must be placed before 2 PM Central Time on Monday, Tuesday, Wednesday, Thursday, or Friday in order to receive your order the very next day. All overnight shipping orders placed after 2 PM Central Time on Friday or overnight orders placed on Saturday or Sunday will ship on Monday and arrive on Tuesday. If you place an overnight order on Saturday or Sunday, it will ship out on Monday and arrive on Tuesday.
If your order does not arrive within the expected timeframe, please contact us immediately. You can also check with your local post office to see if they have attempted to deliver your order. It is not unusual for a customer's order to be waiting at the Post Office after they have already attempted to deliver the order.
If you have questions regarding your shipment, contact us immediately at 1-877-230-1739, Option 1.
Q:How long does it take to process my order and ship my system out?
A: Typically, an order placed today will ship out tomorrow and arrive to you 2-3 business days later so please allow 3-5 business days from the time you place the order for it to arrive at your address. If you pay for overnight shipping and place your order prior to 2 PM Central Time, we will expedite your order and get it to you the next day, but there are certain restrictions on the overnight shipping. Orders must be placed before 2 PM Central Time on Monday, Tuesday, Wednesday, Thursday, or Friday in order to receive your order the very next day. Any overnight shipments placed on Friday before 2 PM Central Time will arrive on Saturday. If you place the overnight shipping order after 2 PM Central Time on Friday, it will ship on Monday and arrive on Tuesday. No shipments leave our facility on Saturday or Sunday. If you place an overnight order on Saturday or Sunday, it will ship out on Monday and arrive on Tuesday.
Q:Which address will my security system be shipped to?
A: If you want to have your order shipped to the Location address that you listed in the Home and Account Information section, simply check the box in the Shipping Information section that tells us to ship the system to the same address as above. However, if you would like for us to ship your order to a different address, do not check the box, and then enter the correct shipping address in the appropriate fields in the Shipping Information section. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:For what purpose are the emergency contact numbers used?
A: If your security system ever triggers an alarm, we will first contact your home to check if it is a false alarm. If we cannot reach someone at home and get the correct password, we will then dispatch the police to your address. At that time, we will begin to contact your emergency contact numbers to notify you, your family, your neighbors, etc. to let you know that there is an alarm at the house.
Q:How do I change my password later?
A: You can change your password by contacting us at 1-800-951-5111, Option 2. We do have security measures in place to ensure the integrity of your password. If you ever need to change your password, please contact us immediately.
Q:Should I include myself/spouse in the emergency contact numbers?
A: Yes. We will contact your emergency numbers in the order you provided. It is not necessary to include your home phone number on your emergency contact list because we call that number before we call the emergency numbers. When listing your emergency contact numbers it is very important that you are giving us phone numbers that will ring to a live person. Please do not provide pager numbers or numbers that ring to an automated answering service or go direct to a voicemail box. This will help ensure that we can reach you in case of any emergencies.
Q:How many emergency contacts am I allowed to have?
A: You can have up to three emergency contacts listed and have up to two numbers for each contact.
Q:How do I change my emergency contacts later?
A: You can change your emergency contact numbers at any time by calling 1-800-951-5111, Option 2. There are not charges or fees for changing your emergency numbers.
Q:What is my password used for?
A: The password is a verbal word that you will give to our monitoring facility whenever there is an alarm at your home. When the alarm is triggered, we call to ask for the correct password before we dispatch the authorities to find out if the alarm was accidentally triggered by someone authorized to be in the house. When you give us the correct password and inform us that it is a false alarm, the incident is over and no authorities are dispatched to the house. If we call for the password and do not get the correct password for any reason, we immediately dispatch the police and call your emergency contact numbers.
Q:Will my security system work if I have DSL in my house?
A: Your security system should work if you have DSL in your home. The customer is required to notify us if they have DSL in the house. The most important device you will need is a DSL filter or in some cases an analog adaptor. These devices are provided by your DSL company and are usually already in place. If for some reason you do not have a DSL filter in place, it is the customer's responsibility to acquire that device from your DSL provider. Along with the DSL filter, there are unique steps during installation that we will walk you through to ensure the security system is working correctly. If you have any questions regarding DSL, please contact a representative at 1-800-951-5111, Option 1.
Q:Do I need a telephone line for my security system?
A: Yes. The standard talking command station will require that you have a regular landline telephone. The command station uses a regular phone cord and can be plugged into any standard telephone jack. If you do not have a regular landline phone, but you do have a broadband internet connection, you can upgrade to our Broadband Command Station for an extra $5 per month. With the Broadband Command Station, your security system will communicate with our monitoring facility directly through the internet. If you have the Broadband Command Station, you do not need a landline phone, but we do recommend that you have the appropriate backup battery supply for your Internet modem and/or router.
Q:Does the security system work if the power goes out?
A: The command station has a backup battery built into it and will keep your security system working in a non-alarm state for 18 hours. When power is restored, the command station will automatically recharge the backup battery so it is fully charged and ready for the next power outage. Recharging the battery to full strength may take 12-48 hours during which your command station may beep occasionally. If you have any questions, please contact a representative at 1-800-951-5111, Option 1.
Q:How does the monitoring service work?
A: Your security system is connected to our monitoring facility through your telephone or broadband connection. The talking command station monitors the activity of the alarm system in your home and then communicates with our monitoring facility. If the alarm is triggered, the command station sends a signal to our monitoring facility. The monitoring facility would then call your home to ask for the correct password. If we do not get the correct password for any reason (no answer, voicemail, busy signal, wrong password), then we immediately dispatch the authorities to your address. Once the authorities have been dispatched, we then call your emergency contact list and provide notification of the alarm.
Q:What happens when the security system alarm is triggered?
A: When the alarm is triggered, it sounds the interior siren at your home, which alerts anyone in the home that the security system has been triggered. At the same time, the command station sends a signal to our monitoring facility, which lets us know about the problem at the house. The monitoring facility would then call your home to ask for the correct password. If we do not get the correct password for any reason (no answer, voicemail, busy signal, wrong password), then we immediately dispatch the authorities to your address. Once the authorities have been dispatched, we then call your emergency contact list and provide notification of the alarm.
Q:Do I need to get an alarm permit before I order my security system?
A: Normally, you do not need to get an alarm permit before you order your security system. However, some cities, townships, counties, and local governments do require that you have a permit in order to have a monitored security system in your home or before they will respond to an alarm at your home. This permit or registration with the local government is usually so that the local authorities are able to quickly find your home in the event of an alarm. If your address requires that you have an alarm permit, you may need to get the permit before you actually install and activate your security system. Some areas will require that you get the permit within a certain number of days after installing the system. It is your responsibility to acquire the alarm permit and pay the nominal fee to the local government for that permit. The cost of the permit is determined by your local government and usually is a small fee that you pay annually.
Q:Can the security system be monitored through my broadband Internet connection?
A: Yes. If you do not have a regular landline phone, but you do have a broadband Internet connection, you can upgrade to our Broadband Command Station for an extra $5 per month. With the Broadband Command Station, your security system will communicate with our monitoring facility directly through the Internet. If you have the Broadband Command Station, you do not need a landline phone, but we do recommend that you have the appropriate backup battery supply for your Internet modem and/or router.
Q:Will my VOIP phone line work with my security system?
A: While it is possible that your security system will be able to communicate with our monitoring facility through your VOIP phone line, we do not recommend it. We would recommend that you upgrade to the Broadband Command Station instead which is specifically designed to communicate through your broadband Internet connection. Your VOIP phone service was not designed to work with any security system.
Q:Why do I have to test my system every month?
A: When protecting your home and family, it is very important to make sure that every component of your security system is working properly. The GE system will let you know anytime there is something wrong with the system, however, we still require that you test your system once per month to make sure that everything is working properly.
Q:Will I get charged any extra fees for false alarms?
A: Protect America does not charge any additional fees for false alarms. Your set monthly monitoring service fee provides you with full monitoring service 24 hours a day, 7 days a week. However, some jurisdictions do charge a fee or a fine for exceeding a reasonable number of false alarms. Your police department or local government normally considers a false alarm to be a situation in which they are dispatched to your address and arrive only to find that you or an authorized person is at the home and triggered the alarm by accident. If it is a real emergency, your police or local government do not count that as a false alarm. If you ever accidentally trigger your alarm, you have two opportunities to cancel the alarm before the police are ever dispatched. If you enter the 4-digit code within 60 seconds, it will cancel the alarm and there will be no further response from the monitoring facility. If you fail to cancel the alarm by entering the correct 4-digit code, the monitoring facility will call your home and ask for the correct password. If you give the correct password at that point and inform us that is was a false alarm, the police will not be dispatched. If the police are not dispatched to your home, you will never have to worry about be charged any fees or fines by your police or local government for that type of false alarm.
Q:Will my monthly service charge ever increase?
A: No. At Protect America, your monthly monitoring rate will not increase for as long as you stay a customer. Most alarm companies and monthly service companies are famous for small rate increases from time to time. We pride ourselves on giving you a set monthly rate that you know will never go up.
Q:How do I contact the monitoring facility?
A: You can contact the monitoring facility any time, 24 hours a day, 7 days a week at 1-800-482-9800.
Q:What happens when I press a manual panic button?
A: If you press a panic button on your alarm system, we immediately dispatch the authorities to your home. We do not call and ask for a password when a panic button is pressed.
Q:What happens if my smoke alarm is triggered?
A: Your smoke alarm is equipped with its own internal siren. If your smoke alarm is triggered for any reason, the smoke alarm itself will sound its siren and the command station will recognize that the smoke alarm has been triggered. The command station then allows a short delay in case of a false alarm before the siren on the command station begins to sound in the house. After that short delay, the command station siren will then begin to sound as well. Before we dispatch the fire department to your home, the command station allows a short delay to allow the homeowner to cancel the alarm by entering the correct 4-digit arm/disarm code. Once the command station notifies our monitoring facility that there is a fire alarm triggered at your home, we immediately dispatch the fire department to your home. We do not call and ask for a password. If you ever accidentally trigger your smoke alarm, the smoke detector delay allows a brief period of time in which you can attempt to disperse the smoke around the detector to stop the alarm. Again, if it is not an emergency, and you fail to stop the smoke alarm from sounding, the command station alarm will then sound. You can cancel the alarm by pressing the 4-digit code into the command station. These delays are intended for situations in which the homeowner has accidentally overcooked some food or accidentally caused the smoke alarm to be triggered. If you have any questions, please contact a representative at 1-800-951-5111, Option 1.
Q:What is the Standard Monitoring Service?
A: The Standard Monitoring Service is included with all of our packages and uses the standard master command station which communicates with our monitoring facility through a standard landline telephone connection. If you select the BStandard Monitoring Service, you must have an active landline telephone connection in your service location in order for the alarm system to be able to connect with our monitoring facility. The Standard Monitoring Service will not be able to communicate through any type of high speed internet connection. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:What is the HomePulse Broadband Monitoring?
A: The HomePulse Broadband Monitoring is an upgraded master command station that allows your GE security system to be able to connect with our monitoring facility through a connection to an available port on your high-speed Internet router. If you select the HomePulse Broadband Monitoring, you must have an Internet router and there must be at least one available port open on that router for you to be able to connect the alarm system. The HomePulse Broadband Monitoring will add $5 per month to the cost of the monthly monitoring service.
Q:What is the Two-Way Voice Package?
A: The Two-Way Voice Package will allow communication between our monitoring facility and your home directly through the master command station in the event of an alarm. The Two-Way Voice Package does not work with a Broadband Internet Connection and it requires that you have an active standard landline telephone connection in your home. If you have questions, please call toll free 1-877-230-1739, Option 1.
Q:What is included with the Copper package?
A: The Copper package includes one talking command station, three door or window sensors, one motion detector, one yard sign, and three window stickers. The talking command station contains the brains to your security system, a backup battery, an interior siren, and the keypad all in one central unit. Additional equipment is available at an extra charge.
Q:What is included with the Bronze package?
A: The Bronze package includes one talking command station, seven door or window sensors, one yard sign, and three window stickers. The talking command station contains the brains to your security system, a backup battery, an interior siren, and the keypad all in one central unit. Additional equipment is available at an extra charge.
Q:What is included with the Silver package?
A: The Silver package includes one talking command station, ten door or window sensors, one yard sign, and three window stickers. The talking command station contains the brains to your security system, a backup battery, an interior siren, and the keypad all in one central unit. Additional equipment is available at an extra charge.
Q:What is included with the Gold package?
A: The Gold package includes one talking command station, fifteen door or window sensors, one yard sign, and three window stickers. The talking command station contains the brains to your security system, a backup battery, an interior siren, and the keypad all in one central unit. Additional equipment is available at an extra charge.
Q:What is included with the Platinum package?
A: The Platinum package includes one talking command station, twenty door or window sensors, one yard sign, and three window stickers. The talking command station contains the brains to your security system, a backup battery, an interior siren, and the keypad all in one central unit. Additional equipment is available at an extra charge.
Q:Why is there a motion detector included in the Copper package?
A: The Copper package is designed to provide security protection at the most common entry points, which is usually through a door. Most homes have three doors or less. That is why there are three door sensors included in the Copper package. If you have less than three doors and would like to use one of the three sensors on a window, you may certainly do that. On most home intrusions, a burglar will enter through a door and then proceed to the living area and the master bedroom. Since you do not have enough sensors to cover all of your windows, a motion detector is included with the Copper package to give you an added sense of protection on the interior of your home. Normally, the best location for the motion detector is in the living area or a main hallway. This motion detector would detect an intruder in the event that a burglar enters through a window. You have the option to arm just the doors any time you like and leave the motion detector off. This is usually the desired setting for when you are home, but each homeowner has their personal preference. One of the great things about our system is that it gives you the flexibility to choose your preference in setting the motion detector.
Q:Why don't the Bronze, Silver, Gold, or Platinum packages include a motion detector?
A: The Bronze, Silver, Gold, and Platinum packages are designed to protect your home at the perimeter. You should choose the package that will give you enough door and window sensors to cover all doors and windows that are accessible from the ground. This is designed to catch any intruder at the point of entry. While a motion detector is not necessary when you have the entire perimeter protected, it can certainly still be added to any of our packages.
Q:How do I add more equipment to my security system package?
A: During the order process, you are given the option to add any additional equipment to your system. You can do this by adding the appropriate quantity on step two of the order process. Make sure you click "Update" next to the equipment you added and/or at the bottom of the page during step two. When you click "Update" or "Update Total" it will reflect your total package ordered and your total amount due. If you decide to order additional equipment for your security system after you placed your initial order, you can do so by simply calling 1-800-951-5111, Option 2. Any of our representatives can help you place an order over the phone for additional equipment and you can pay for it using any major credit card.
Q:How much equipment am I allowed to add to my security system package?
A: Each talking command station can hold up to 24 wireless components. The talking command station does not count as a wireless component. (One optional upgrade to the command station is a radio backup device. The radio backup device is not offered via the online agreement as it requires verification that your address is within the service area for the radio reception. If you ever add the radio backup, please be advised that the radio backup upgrade does occupy one of the available wireless zones. If you would like to have a radio backup as part of your security system, please call 1-877-230-1739, Option 1, and speak to a representative). On step two of the order process, you will see the total number of zones you currently have on your security system order. Each door sensor, window sensor, motion detector, wireless keypad, etc counts as one zone. If you exceed 24 zones, the order process will automatically add a second talking command station to your order for the price of $299. If you exceed 48 zones, the order process will automatically add a third talking command station for an additional $299. You will see those items reflected on the page in step 2. If you need more than 72 wireless zones, you are required to speak to a representative at 1-877-230-1739, Option 1. You cannot use the online order process if your system requires more than 72 zones, but we can still assist you with your order via the telephone.
Q:Can I add more equipment to my system later?
A: Yes. If you decide to order additional equipment for your security system after you placed your initial order, you can do so by simply calling 1-800-951-5111, Option 2. Any of our representatives can help you place an order over the phone for additional equipment and you can pay for it using any major credit card. The price for your additional equipment will vary depending on your ability to install the equipment yourself and any sales or promotions that may be running at the time you place your order for additional equipment. The equipment pricing listed in the online agreement process is only valid at the time you place your initial order. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How many wireless zones can I have with my security system?
A: Each command station can hold up to 24 wireless components. The command station does not count as a wireless component. During the equipment ordering process, you will see the total number of zones you currently have on your security system order. Each door sensor, window sensor, motion detector, wireless keypad, etc counts as one zone. If you exceed 24 zones, you will need to add a second command station to your order for the price of $299. If you exceed 48 zones, you will need to add two additional command stations. If you need more than 72 wireless zones, you are required to speak to a representative at 1-877-230-1739, Option 1. You cannot use the online order process if your system requires more than 72 zones, but we can still assist you with your order via the telephone.
Q:Does the Talking Command Station use up one of the available wireless zones?
A: No. The talking command station does not use up one of the wireless zones. Each talking command station can hold up to 24 wireless components. The talking command station does not count as a wireless component. On step two of the order process, you will see the total number of zones you currently have on your security system order. Each door sensor, window sensor, motion detector, wireless keypad, etc counts as one zone. If you exceed 24 zones, the order process will automatically add a second talking command station to your order for the price of $299. If you exceed 48 zones, the order process will automatically add a third talking command station for an additional $299. You will see those items reflected on the page in step 2. If you need more than 72 wireless zones, you are required to speak to a representative at 1-877-230-1739, Option 1. You cannot use the online order process if your system requires more than 72 zones, but we can still assist you with your order via the telephone.
Q:How do the door/window sensors work?
A: The door and window sensors are the same piece of equipment. They are designed to detect any time that a protected door or window is opened. One piece attaches to the door or window itself and the other piece attaches to the door or window frame. When the door or window is closed, the sensors are lined up and read the door or window as closed. When the door or window opens up, the sensors are separated which tells the system that the door or window has been opened. Your system will verbally tell you anytime this occurs even if the system is not armed. When the system is armed, the interior siren will sound as well to alert anyone in the home that there is a problem. There are certain situations in which the use of a spacer will be required to be able to properly install door/window sensors and also to ensure proper operation. If you have any external doors that you will be protecting that are completely constructed of steel (not aluminum), it is very likely that a spacer will be required. Make sure you ask your customer installation representative about protecting your steel door. Also, if you have any overhead garage doors that you wish to protect, you will need to special order an overhead door sensor at an additional cost. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the motion detector work?
A: The motion detector is placed on any interior wall of the house and is designed to detect movement in that room. Normally, the best location for the motion detector is in a main living area or main hallway. It is usually best to locate the motion detector in a corner of the room as it protects at a 90-degree angle with a range of about 35 to 40 feet. When the system is armed and there is movement in the motion detector's field of vision, the alarm will be triggered and the siren will sound. The motion detector picks up both body heat and movement and both criteria need to exist at the same time. It is a dual sensor device. This ensures that the wind blowing your curtains or a helium balloon from a birthday will not cause a false alarm. The motion detector is also useful even when you have small pets in the home. It is designed so that it will not detect anything that weighs under 40 pounds. If you do have a pet that weighs more than 40 pounds that you would leave inside when the system is armed, you can also set up the motion detector to only cover from a certain height and above. Please feel free to contact a representative about the motion detector and the issues with having a pet before you proceed to make sure you have a full understanding of how it can work with your pet. You can reach a representative at 1-877-230-1739, Option 1.
Q:What do I do if I have pets?
A: There are many different ways that you can provide excellent security for your home and family even when you have pets in the home. No matter how large or small your pet, you can either use the appropriate setting with a motion detector or if you prefer, you can take advantage of one of our perimeter packages (Bronze, Silver, Gold, Platinum). With the entire perimeter protected, you would not need a motion detector in the home, and many pet owners like this option better as they do not need to worry about how to set a motion detector based on the size and weight of their pet. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the Talking Wireless Keypad work?
A: The talking wireless keypad offers homeowners the flexibility to place a second keypad (the first keypad is built into the talking command station) anywhere in the home. The talking wireless keypad is completely wireless, and can be mounted on a wall or just simply carried around the house. You can arm and disarm the system with the talking wireless keypad and it also has a panic button for emergencies. Whenever you press the keys on the talking wireless keypad or enter any commands, it will talk to you and let you know the information regarding your entered commands. The talking keypad does not sound a chime when doors/windows open and it does not contain a siren. The talking wireless keypad is not included in any of the packages but can be added to any package for an extra charge.
Q:How do the keychain remote controls work?
A: The keychain remote controls (key fobs) offer you more wireless flexibility. They are very much the same as the keychain remote you use to lock and unlock your car. The great thing about the keychain remote for your alarm system is that it allows you to arm and disarm your system and even send a panic signal from anywhere inside your home. It also works outside your home at a range of about 100 feet, which will vary based on the area and environment around your home. You can arm the system after you leave the house and disarm it before you even open the front door with the push of a button. The keychain remotes are especially popular for elderly family members and younger children. They are not included with any of the packages but are available for an extra fee with every package.
Q:How does the glass break detector work?
A: The glass break detector is designed to trigger the alarm when a window breaks on your home. It is a sensor that detects the low frequency caused by the vibration of a window breaking and the high frequency sound of the glass breaking. Both the high and low frequency sounds must occur simultaneously in order to trigger the alarm. The glass break detector is designed to protect any windows that are within a line of site and within a 15-foot radius of the glass break detector's location. Generally speaking, to get maximum protection from a glass break detector, it is best to assume that it will only protect the windows that are in the same room as the device. It is important to understand that the use of window coverings (curtains, blinds, etc) may cause the range limitations of the glass break detector to be diminished. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the smoke detector work?
A: The smoke detector is not available in all areas. If you do not see the smoke detector listed as one of the available pieces of equipment in step 2 of the online order process, then the smoke device is not currently available in your area. If you are able to order a smoke detector, it is recommended that you have one smoke detector per floor. The smoke detector is wireless and very easy to install. The smoke detector is always armed and will detect smoke in your home. Your smoke alarm is equipped with its own internal siren. If your smoke alarm is triggered for any reason, the smoke alarm itself will sound its siren and the command station will recognize that the smoke alarm has been triggered. The command station then allows a short delay in case of a false alarm before the siren on the command station begins to sound in the house. After that short delay, the command station siren will then begin to sound as well. Before we dispatch the fire department to your home, the command station allows a short delay to allow the homeowner to cancel the alarm by entering the correct 4-digit arm/disarm code. Once the command station notifies our monitoring facility that there is a fire alarm triggered at your home, we immediately dispatch the fire department to your home. We do not call and ask for a password. If you ever accidentally trigger your smoke alarm, the smoke detector delay allows a brief period of time in which you can attempt to disperse the smoke around the detector to stop the alarm. Again, if it is not an emergency, and you fail to stop the smoke alarm from sounding, the command station alarm will then sound. You can cancel the alarm by pressing the 4-digit code into the command station. These delays are intended for situations in which the homeowner has accidentally overcooked some food or accidentally caused the smoke alarm to be triggered. If you have any questions, please contact a representative at 1-800-951-5111, Option 1.
Q:How does the carbon monoxide detector work?
A: Having a monitored carbon monoxide detector in your home will alert us anytime the carbon monoxide levels begin to exceed a safe level. The carbon monoxide detector uses wireless communication with the command station but it does need to be plugged into and regular 110-volt power outlet that does not have GFI and is not on a switch. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the low temperature device work?
A: The low temperature device is a wireless device that is designed to alert our monitoring facility any time the temperature in your home drops below 40 degrees Fahrenheit. This device is designed for homes located in colder climates and is especially useful for customers who travel a lot or have a second home. The low temperature device can help to prevent the heat going out in your home and causing your pipes to freeze without your knowledge. The low temperature device is a special order item that may need to be shipped separately and may take longer to receive. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the flood sensor work?
A: The flood sensor is a wireless device that is placed in the basement and will detect water flooding that occurs. It allows homeowners with potential flooding risks to be notified in the early stages of a flooding problem to help avoid costly damage. The flood sensor is a special order item that may need to be shipped separately and may take longer to receive. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the medical panic pendant work?
A: The medical panic pendant is a wireless device that can be worn around the neck as a necklace or on the waist like a pager. It has a panic button that is specifically designed for medical emergencies. This can be used by anyone who may have medical conditions that present a higher risk of emergency. When you press the panic button on the medical panic pendant, our monitoring facility receives the signal and immediately dispatches the authorities. It is important to understand that the medical panic pendant is water resistant but it is not waterproof. It should not be submerged or exposed to a high volume of water. If you have questions, you can reach a representative at 1-877-230-1739, Option 1
Q:Where should I put the window stickers?
A: Each system includes three window stickers. You can purchase up to five extras at $1 each. Generally, all you would need is three stickers and the one sign. The sign shows anyone approaching your home from the front that you have a monitored security system. By placing one sticker on the remaining three sides of your home, you will have a display on all four sides of your home giving notice that you have a monitored security system in place. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:What is the difference between the micro door/window sensors and the standard sensors?
A: The standard sensors and micro sensors both detect when any protected door or window is opened. The standard sensors are about three inches long and contain a standard AAA battery that needs to be replaced about once per year. Your system will notify you anytime a battery needs to be replaced. The micro sensors are much smaller and are about one inch long. The micro sensors also have a smaller battery similar to that found in a watch that will last much longer than the standard AAA battery. Typically, the battery in the micro sensor will need to be replaced about every 3-5 years depending on how frequently the door or window is opened. The micro sensors are more advanced and more expensive than the standard contacts. Normally, we charge a $195 upgrade fee to get the smaller micro sensors. By placing your order online, we automatically upgrade you to our smaller micro sensors for free. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How loud is the interior siren?
A: The interior siren is approximately 110 dB. It is built into the talking command station and will alert you and any potential intruder that the alarm has detected a problem in the house. After you have installed your security system, there is an option to add extra sirens to your system at an extra charge. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:How does the Overhead Garage Door Sensor work?
A: The Overhead Garage Door Sensor requires a special overhead door kit that includes a customized standard sensor with an accessory attached that allows the sensor to work for you overhead door. Everything you need to protect one overhead door is included in the kit. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:What do I enter for my Location Type?
A: If you own your home (apt, condo, house, mobile home, etc.), select "Residential-Homeowner". If you are renting your home (apt, condo, house, mobile home, etc.), select "Residential-Renter". If the alarm system will be used in a business location, you must select "Commercial". This information is important because some local and state governments have different guidelines/policies regarding security system installation and monitoring depending on the type of location.
Q:Why am I being asked for my email address?
A: It is very important that you provide us with a valid email address as this will be used for important messages regarding your order. You need to enter it twice as a precaution to make sure that you have not made any typos. We will email your order confirmation, order status updates, and most importantly, online access to view, download, and print a legal copy of your signed agreement.
Q:What do I enter for the Agreement ID?
A: The Agreement ID number is a number provided by our representatives assisting customers who are signing up for a new security system. You will need to enter the Agreement ID number and your last name in order to access the secure agreement that you will need to complete to order your security system. Please call 1-877-230-1739, Option 1 if you have any questions.
Q:What do I enter for Applicant's Information?
A: Enter the name of the person who will be the account holder for the security system and service. Since this is an online agreement with an online signature, the account holder should be the person who is actually filling out this form. If you are married or have a co-applicant, make sure to include that information because this information will be used for the approval process and for account access once it is activated.
Q:Why do I need to provide my Social Security Number?
A: In order to qualify for this offer, you must be a U.S. resident with approved credit. You are required to provide your social security number so that we can perform a basic credit check to determine if you qualify for the offer. The online agreement is secure and we have taken every precaution to ensure the safety and security of your personal information. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:Why won't the page allow me to order more than 2 additional talking command stations?
A: Each system includes one talking command station when you place your order. Unless you need more than 24 wireless zones, it would not be necessary to order more than one talking command station. If you need an extra keypad, we would recommend the talking wireless keypad, which offers wireless flexibility and a more affordable price. If you still prefer to purchase more than one command station, you are free to do so at the price of $299 each. Each talking command station can hold up to 24 wireless components. The talking command station does not count as a wireless component. On step two of the order process, you will see the total number of zones you currently have on your security system order. Each door sensor, window sensor, motion detector, wireless keypad, etc counts as one zone. If you exceed 24 zones, the order process will automatically add a second talking command station to your order for the price of $299. If you exceed 48 zones, the order process will automatically add a third talking command station for an additional $299. You will see those items reflected on the page in step 2. If you need more than 72 wireless zones, you are required to speak to a representative at 1-877-230-1739, Option 1. You cannot use the online order process if your system requires more than 72 zones, but we can still assist you with your order via the telephone.
Q:Why does the "Select Additional Equipment" section add an extra Command Station?
A: Each talking command station can hold up to 24 wireless components. The talking command station does not count as a wireless component. On step two of the order process, you will see the total number of zones you currently have on your security system order. Each door sensor, window sensor, motion detector, wireless keypad, etc counts as one zone. If you exceed 24 zones, the order process will automatically add a second talking command station to your order for the price of $299. If you exceed 48 zones, the order process will automatically add a third talking command station for an additional $299. You will see those items reflected on the page in step 2. If you need more than 72 wireless zones, you are required to speak to a representative at 1-877-230-1739, Option 1. You cannot use the online order process if your system requires more than 72 zones, but we can still assist you with your order via the telephone.
Q:Why won't the page allow me to order more than 1 extra yard sign?
A: The yard sign is most effectively placed in the front of the home. In some cases, there will be a benefit to have an additional yard sign in the rear of the home or perhaps at a second driveway. To provide notification in other areas of your home, it is recommended that you use the window stickers. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:Why won't the page allow me to order more than 5 extra window stickers?
A: The yard sign and window stickers that are included with your package are designed to provide notice on all four sides of your home that you have a monitored security system. We do allow you to order up to one extra yard sign and five extra stickers. Generally speaking, it is most effective to place the yard sign in front and a sticker on the three remaining sides of the house. If you feel you need more than a total of eight window stickers, please call a representative at 1-877-230-1739, Option 1.
Q:What do I enter for Police Department?
A: In the Emergency contact section of the Online Agreement, we need to know the name of the Police Department that is responsible for your address. In some cases this would be the city police, county police, county sheriff, or the state police. Please enter the name of the department that has jurisdiction. We will always verify that the information you provide is correct, but please provide the most accurate information possible. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:What phone number for the police do I enter?
A: Do not enter 911. The number we are looking for is sometimes referred to as the "non-emergency" dispatch number. It is an area code and phone number that dials directly into your police or 911 emergency dispatch center. If you are not sure what number to enter, ask your local police if they are the dispatching party for your address and the number that your alarm company will need to call in case of an alarm. We are asking you to provide the phone number that will connect us with your police department's dispatcher. Again, we will always verify that the information you provided is correct, but please provide the most accurate information possible.
Q:What do I enter for Fire Department?
A: In the Emergency contact section of the Online Agreement, we need to know the name of the Fire Department that is responsible for your address. In some cases this would be the city fire, county fire, etc.. Please enter the name of the department that has jurisdiction. We will always verify that the information you provide is correct, but please provide the most accurate information possible. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:What phone number for the fire department do I enter?
A: Do not enter 911. The number we are looking for is sometimes referred to as the "non-emergency" dispatch number. It is an area code and phone number that dials directly into your police or 911 emergency dispatch center. If you are not sure what number to enter, ask your local fire department if they are the dispatching party for your address and the number that your alarm company will need to call in case of an alarm. We are asking you to provide the phone number that will connect us with your fire department's dispatcher. Again, we will always verify that the information you provided is correct, but please provide the most accurate information possible. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:Why do I have to read and agree to the electronic signature disclosure page?
A: We created this online order agreement to make the process of ordering your security system as easy as possible. By ordering via an online signature, the agreement is just as binding as if you signed on a piece of paper. However, part of the online signature process requires that we provide full disclosure to you in order to make sure you fully understand that you have obligated yourself to the agreement via the online signature. If you have questions, you can reach a representative at 1-877-230-1739, Option 1.
Q:What if I do not want to use the online agreement?
A: If you would like to order a security system from us, but you are not comfortable with using the online agreement, please contact us immediately at 1-877-230-1739, Option 1. We have taken every precaution to ensure that all of your information is secure by using the online agreement. However, if you prefer, we will gladly fax you a paper copy of the agreement, which you can sign and then fax back to us. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:What if I decide to cancel my order later?
A: In the agreement, it clearly defines our cancellation policy. Once you have signed the agreement, you are responsible for the entire length of the agreement. The only exception to that would be if you provided written notice of cancellation within seven days of receiving the system and returned the equipment to us within that same period of time. If you do cancel in the first seven days, the first and last month payment is non-refundable and you will have to pay a $79 restocking fee. By fulfilling those requirements, you are released from the obligation of the full agreement.
Q:What is the familiarization period?
A: Anytime a new customer gets an alarm system, it takes a period of time for you to become familiar with your system and its operation. The familiarization period begins immediately after you activate your alarm system. During your familiarization period, there will be no response to your alarm by our monitoring facility, even if there is a real emergency. The reason this familiarization period exists is because many new alarm system owners have a high frequency of false alarms during the first 48 hours of having the security system activated. With any alarm company, the minimum length of time for the familiarization period is 48 hours (two days). We created a longer period of time for our customers to have the option to have a five-day familiarization period, which allows a little extra time for you and your family to get used to your alarm system. If you would like to have a full five-day familiarization period, do not reject the familiarization period on your contract. If you would prefer a shorter, two-day familiarization period, initial in the appropriate box to reject the five-day familiarization period. Understand that whether you choose the two-day or five-day familiarization period, there will be no response from the monitoring facility or local law enforcement during the familiarization period. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:The agreement talks about the total sum of payments. Do I have to pay for all three years up front?
A: No. In many states, the law requires a full disclosure to the consumer of the total amount of money you will end up paying for the contract period. In the case of a 36-month contract at $29.95 per month, the customer will end up paying at total of $1078.20 over the three-year period. The only thing due when you order your security system is the first and last month of monitoring and any additional equipment costs that you have selected. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Why is my state not listed in the licensing section of the agreement?
A: Not every state has a licensing requirement for home security. Protect America is licensed and registered to do business in all the states that require a license. At this time, the only state that we do not offer our service is the state of Delaware. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:What does the equipment warranty cover?
A: The equipment warranty will cover all of the equipment that is provided by Protect America for your alarm system for as long as you are an active customer in good standing with our monitoring service. The agreement covers the specific details with regard to the warranty. Our equipment warranty was designed to give our customers the peace of mind that if anything malfunctions with your alarm system, we will replace the equipment for free for as long as you are an active monitoring service customer in good standing. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Do I have to pay a fee for a service call if something breaks?
A: If your problem requires a technician to make a service call to your home, then there may be a fee depending on the nature of your problem and the terms of your contract. However, one of the great things about Protect America and the GE security system is that if anything ever malfunctions, it can very easily be repaired or replaced by the customer. It is very unlikely that any problem with the wireless alarm system would require a service technician to come to your home to repair. If you ever have a problem with any of your equipment or service, contact us immediately at 1-800-951-5111, Option 2. Most of the time, the error or problem with the alarm system can be easily fixed right over the telephone. If the problem cannot be fixed right over the phone, we will replace any faulty piece of equipment for free and ship it out to you as long as you are an active monitoring customer in good standing. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Why does the contract allow for Protect America to sell my contract to a different company?
A: With any service agreement, it is in the customer's best interest to have language that allows the service to be transferred to a different service provider. This will ensure that the terms and conditions of your alarm service always stay the same in the event that your current company was to go out of business or be sold to a different company. At Protect America, we can assure you that we are not going anywhere and we are not for sale to any company. We have been in business since 1992 and created this company to make it possible for every American family to be able to afford a professional security system in their home. We will continue to provide our excellent product and service for many years to come.
Q:How long is the monitoring service agreement?
A: A standard monitoring agreement for almost every alarm company in the United States is 3 years (36 months). Some alarm companies have even longer initial agreements. At Protect America, your initial agreement is for 3 years (36 months) and then the agreement will automatically renew for one year at a time after that. Customers who do not want their agreement to automatically renew each year after the initial term of 36 months, must adhere to the terms and conditions of the agreement that they signed. You must provide written notice at least 60 days prior to the renewal date to prevent the agreement from automatically renewing each year.
Q:Is it safe to provide my personal information on this form?
A: Yes. We have taken every precaution to ensure that the online agreement process is totally secure. Once you sign your agreement, all of the data is encrypted and protected so that it cannot ever be altered or stolen. Our business is to protect you, your home, and your family. We start by making sure your identity remains protected throughout the online agreement process. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:How do I handle the Co-applicant field in Step 1 of the agreement?
A: If you are the only person that will be on the account for the security system and you are single, you should check the box indicating that there will not be any co-applicant for the security system. However, if you are married or have a significant other that you want to be on the security system account, you should include their name and social security number on this step. For the credit check purposes, we will always check the Applicant first. If the applicant is approved, we will not perform a credit check on the Co-applicant. If the Applicant's credit is declined, we will then check the credit of the Co-Applicant. As long as either the Applicant or the Co-applicant are approved on credit, the system will allow you to proceed with your order. If you have any questions, call toll free 1-877-230-1739, Option 1.
Q:What address to I enter in the Home and Account Information section?
A: You should enter the actual service address for the location where the security system will be installed and activated. This is the address that we will use in case of an emergency and the authorities will be dispatched to this address. If you need the security system to be shipped to a different address, the next section will allow you the opportunity to indicate the appropriate shipping address. If you have any questions, please call toll free at 1-877-230-1739, Option 1.
Q:Does it matter what phone number I enter for the Location and Secondary phone?
A: Yes. The Location phone should be the phone number for the location that the security system will be installed and activated. This is the first number that we will call in the event that the alarm is triggered and we will be calling to ask for the correct password to make sure that it is not a false alarm. The Secondary phone will be the second number we call in the event of an alarm being triggered and it is recommended that you enter a cell phone or work phone. If you have questions, please call toll free at 1-877-230-1739, Option 1.
Q:Am I required to enter a Mortgage Company?
A: No. If you are a renter, you do not need to enter anything and you can either leave this field blank or enter "Renter". If you are a homeowner and you have a mortgage, we do ask that you provide the name of your mortgage company for homeowner verification purposes. If you own your home and it is fully paid off, please enter "Deed". If you have questions, please call toll free 1-877-230-1739, Option 1.
Q:Is there a credit check required in order to get the GE home security system?
A: Yes. In order to qualify for this home security system offer, you must be a U.S. resident with approved credit. When you hit the Next button on this step, our system will automatically perform a basic credit check of the Applicant and Co-applicant (if any) that are listed. If you are approved, the system will allow you to proceed to the next step and allow you to complete your security system order. By clicking next, you are providing Protect America with your permission to check your credit. If you have questions, please call toll free 1-877-230-1739, Option 1.
Q:What do I enter for Cross Street?
A: The Cross Street information that you provide will assist the emergency authorities in location your address quickly. They recommend that you enter the nearest street to your home that intersects with your street. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:What day of the month will my bank account/credit card be charged for the monthly service?
A: When you use the online agreement, your monthly charges will automatically be deducted on the 3rd day of each month. Since you are paying for your first and last month of service when you order your system, the monthly charges will begin in the second month of your service. If you are placing your order before the 15th of the current month, you can expect to be charged for your second month of service on the 3rd day of the next month. If you are placing your order after the 15th of the current month, you can expect to be charged for your second month of service on the 3rd day of the month that follows the next month. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Can I change the day that my monthly service is charged?
A: After you have been charged for your second month of service, we do allow you an option for the day of the month in which you will be charged for your monthly service. The default day of payment for all customers is the 3rd day of each month. However, if you wish to change that to the 15th of each month, you can call 1-800-951-5111, Option 3 and a representative can help you make that change. You must wait until after you have been charged for your second month of service to change the billing day. In some cases, your bank will only process EFT payments on certain days of the month. We do not have any control over changing your bank's policy with regard to removing the funds from your account. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:When will I be charged for my initial order?
A: Once you finalize your order by clicking "Sign and Submit" you will be charged the total amount reflected at the bottom of the additional equipment section. This amount is clearly labeled as the total due. Regardless of the package you order, all customers are charged the first and last month of monitoring when you place your initial order plus any additional equipment that you selected to add to your system. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:When will my monthly billing start?
A: You will be charged for your first and last month of service when you place your order. Your regular monthly charges will begin in the second month of service. If you are placing your order before the 15th of the current month, you can expect to be charged for your second month of service on the 3rd day of the next month. If you are placing your order after the 15th of the current month, you can expect to be charged for your second month of service on the 3rd day of the month that follows the next month. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:What if I want to change the account that gets charged later?
A: If you ever decide to change the bank account or credit card used to pay for your monthly service, you are welcome to call 1-800-951-5111, Option 3 and a representative can assist you.
Q:What if I just want to have a bill sent to my house instead of using the auto-payment method?
A: When monitoring your security system, it is very important that there are no issues that would cause you to have any interruptions in your service. Part of the reason for using the auto-payment method is to ensure that neither your monthly bill nor your payment get lost or stolen in the mail which could cause your service to be interrupted for non-payment. Also, one of the reasons that Protect America is able to provide our products and services at such a better value than our competition is because we save a great deal of money by requiring that all of our customers use our auto-payment method. You can use either your checking account or any major credit card/debit card to set up your monthly billing. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Do I have to pay for all three years up front?
A: No. In many states, the law requires a full disclosure to the consumer of the total amount of money you will end up paying for the contract period. In the case of a 36-month contract at $29.95 per month, the customer will end up paying at total of $1078.20 over the three-year period. The only thing due when you order your security system is the first and last month of monitoring and any additional equipment costs that you have selected. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:What if I want to change the account that I use to pay my monthly service?
A: If you ever decide to change the bank account or credit card used to pay for your monthly service, you are welcome to call 1-800-951-5111, Option 3 and a representative can assist you.
Q:What will this payment information be used for?
A: The payment information that you enter on the agreement will be used to pay for any and all up front equipment or package costs and your first and last month of your monitoring service. These charges will be processed once you have completed your order. We will also use this payment information for your monthly service fees which will automatically be processed on the 3rd of each month. If you prefer to have your monthly fees paid on the 15th of each month, please contact our Billing Department AFTER your security system has been activated. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:What do I enter for the routing number?
A: The routing number is a 9 digit number that identifies your banking or financial institution. If you look at one of your checks, the routing number is the first 9 digits on the bottom left corner of each check. If you have any questions, please call toll free 1-877-230-1739, Option 1.
Q:Do you have technicians available to install the system for me?
A: The GE wireless security system was designed by GE to be very easy for any customer to install it without a technician in the home. We began offering the customer installation option several years ago and it has grown to be the most popular option by our customers. We have a technical support team in our Customer Installation department ready to assist each customer if needed with the installation of your system. Once you receive your alarm system, you will see simple instructions telling you to call a representative who will walk you step-by-step through the entire installation process. We also include an instruction manual and installation manual with your security system. A typical installation takes less than one hour for the Copper package and up to two hours for the Platinum package. We would not have created this installation option if we were not absolutely confident that you could install the security system yourself. Our goal is to earn your business for much more than the initial three years so we will do everything we can to help get you up and running as smoothly as possible right from the beginning. We also have an installation video on our website that will visually be able to show you an actual installation right on your computer. If you have even the slightest concern about being able to complete the customer installation, please call 1-877-230-1739, Option 1 for more details.
Q:What if I have trouble installing the system myself?
A: To make the installation process as easy as possible, we recommend that you follow the instructions inside your package that direct you to call our Installation department before you begin. You can reach them by calling 1-800-951-5111, Option 6. If you decide to follow the instructions on your own and run into any difficulty, please call us immediately for assistance at 1-800-951-5111, Option 6.
Q:How long does it take to install the system myself?
A: The average installation takes less than one hour for the Copper package. The more equipment you add to your security system, the more time you need to set aside. The Bronze package takes about an hour, the Silver package should take a little over an hour, the Gold package about 1.5 hours, and the Platinum should take no more than 2 hours. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Do I need any tools to install the system myself?
A: Your security system is very easy to install and the most you should need is a flat head and a philip's head screwdriver. Our installation department will gladly assist and advise you on the best methods to use along with our installation manual. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Do you offer technical support in case I need help installing my system?
A: Yes. We have our very own customer installation department ready to help you install your security system. Our representatives are trained to help you install your system step by step right over the telephone. We are dedicated to get your system installed and activated quickly and correctly, but our representatives will stay on the phone as long as it takes to get it right for every customer. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Do I need to install my system as soon as I receive it?
A: Yes. We encourage all of our customers to install the security system as quickly as possible to make sure you that your home and family are protected right away. You have already paid for your first month of service when you order the system and we want to make sure you are fully using the great service you have ordered. Also, in order for the equipment warranty to remain in effect, the agreement requires that you test your system each month, so it is important to make sure it is installed and working properly as soon as possible. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:How is the Talking Command Station installed?
A: The talking command station contains the brains to your system, the backup battery, interior siren, and the keypad all built into one central unit. The command station simply plugs into any regular power outlet and telephone jack. Our technical support team will help make sure you have the backup battery working correctly and walk you through the setup and activation of each of the wireless components. Please call if you have any questions at 1-877-230-1739, Option 1.
Q:Where should I put the window stickers?
A: We recommend that you place the window stickers on a window on each side of the house. You have the yard sign in front, so place at least one sticker on each of the three remaining sides of your house. This alerts everyone who approaches your home from any side that you have a monitored security system in place. Please call if you have any questions at 1-877-230-1739, Option 1.