Frequently Asked Questions (FAQs)
Prospective Customers
Existing Customers
Prospective American Alarm customers:
Q: Why choose American Alarm?
A: American Alarm is New England’s trusted security partner because we never compromise when it comes to our customers’ security. Since 1971, we have been designing, installing and monitoring customized security solutions for homes and businesses across New England. With our team of 65 licensed technicians on the road every day, we are big enough to provide any security solution you need, yet we are locally based and locally owned, so we treat every customer like they are our neighbor, because they are.
American Alarm’s Seconds Count Policy separates us from other companies. Seconds count means that our security systems have no communicator delays. All signals are sent immediately. Some security companies delay signals for up to 4 minutes because their systems are prone to false alarms and their distant call centers can’t handle the volume. In our view, a security system that delays an alarm signal is not really secure. Immediate signal transmission and human response within seconds from our 24-Hour Security Command Center gives American Alarm customers the highest level of protection possible.
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Q: What sort of package deals do you offer?
A: We offer a broad array of business security and home security system packages, from basic entry-level packages, scaling up to major enterprise security solutions.
American Alarm integrates the full range of security solutions including:
- Burglar alarms
- Fire alarm and life-safety systems
- Access control systems
- Environmental hazard detection
- Digital video surveillance
We use multiple communications channels to insure our systems can send a signal under any circumstances. These communications include:
- Telephone (both cellular and wired)
- Long range radio
- Internet
Each American Alarm system we design and install is customized to the needs of the individual customer's requirements.
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Q: Why don't you offer free systems?
A: Regardless of what some companies may say, there is no such thing as a truly free system. Those who pretend to offer “free system” deals typically include a minimal amount of low-end components, and the actual cost of that system is built in to an inflated monthly monitoring fee. Many companies using the free system tactic are unable to sustain long-term customer service. Low wages for salespeople and technicians needed to offer those so-called free systems often lead to high turnover and inconsistent quality of service. American Alarm won't do business that way. We offer only high-quality systems that fully protect your home or business at competitive pricing that reflects the true value of the systems.
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Q: Do you offer wireless systems?
A: Yes, we use some wireless elements in some security solutions, depending on our customers’ needs. Wireless security technology continues to advance and become more reliable, however, it should be emphasized that hard-wired security systems will always be more reliable than wireless and we recommend hard-wired systems in most cases.
Our engineers continuously evaluate security technology and they remain convinced by the evidence that hard-wired systems, with soldered connections, are the most reliable and least prone to false alarms. There are, however, instances where wireless components are the preferred choice, such as with medical alert pendants, or with transmission of video signals between multiple buildings where no wiring is possible.
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Q: Who monitors American Alarm security systems?
A: We monitor all our customer systems ourselves. We don’t outsource your security. American Alarm owns and operates a 24-hour Security Command Center in Arlington, Massachusetts, staffed by a team of highly trained and experienced professionals who respond to priority signals within 20 seconds, on average. Our command center carries the highest available certification by Underwriters Laboratories (U.L.) and is Five Diamond Certified by the Central Station Alarm Association. Our command center has been called a model for the industry, and it is open to our customers for inspection, by appointment.
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Q: What is American Alarm’s primary service area?
A: Visit our Coverage Areas page here.
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Q: What is your 24-hour Service Guarantee?
A: When customers need service, they shouldn’t have to wait. Trusted security demands peak performance, so we have a team of 65 licensed, highly-trained technicians, on the road in New England to handle customer service. Each van is tracked by our GPS system, so our service managers can effectively dispatch technicians to customer locations. For all our monitored customers in New England, we pledge to be on site for a priority service call within 24-hours or there’s no trip fee or charge for the first ½ hour of labor. Sometimes a phone call can fix a service problem, which is why we have our technical staff on call 24-7 to respond to urgent customer questions.
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Existing American Alarm customers:
Q: What do I do if my alarm system goes off by mistake in the middle of the night?
A: You should call directly into our security command center at 781-859-2700 to speak with one of operators and report the situation. However, be sure to have your password ready when you call, because if you don't give the operator the password, you should expect a visit from your local police department to make sure everything is OK.
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Q: Where do I call if I have a question or a problem after normal business hours?
A: American Alarm customers can call directly into our security command center at 781-641-2000 at any time of the day or night and speak with a Customer Care staffer or command center operator. We have real people answering the phones, and our trained operators can answer questions, troubleshoot your problem, or dispatch an emergency 24-hour service technician if needed.
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Q: How do I make changes to my contact list?
A: You can send an email through our contact form, fax us the changes at 781-648-0199, or call our Security Command Center 24-hours a day, 7 days a week at 781-641-2000 to let our Customer Care team know what changes you would like to make to your contact list. Make sure you have your password ready to authorize the changes.
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Q: I am thinking about switching phone service to VoIP (voice over Internet). Will this affect my alarm system?
A: Yes. It’s vital that you call our Customer Care team at 781-641-2000 to inform us of your plans to change to VoIP, or if you have questions about the technology, so we can make sure your security system will still communicate with our command center.
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Q: I need a new yard sign, how can I get a new one?
A: All monitored American Alarm customers are eligible for a free yard sign replacement when needed. Please send your request to
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with your name and monitored location address and we will send you a new sign.
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Q: Which credit cards do you accept?
A:We accept Mastercard, Visa and Discover.
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Q: Can I make a payment with a check by phone?
A: Yes. Contact our Accounting Department at 781-859-2502 to phone in your payment.
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Q: Why does my statement show an unpaid service ticket if I am enrolled in auto-debit?
A: Our auto-debit process is only available for recurring services, such as alarm system monitoring. If you want to pay for a service invoice or an installation invoice by credit card or check by phone, please contact our Accounting Department at 781-859-2502 to authorize payment.
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Q: How does American Alarm protect customer information?
A: We maintain customer data in a secure encrypted manner to protect against the unauthorized disclosure of or access to such data. American Alarm also provides appropriate physical, electronic and procedural safeguards to protect your data in accordance with federal and state regulations.
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