We believe that security is a service business, which is why American Alarm has been built and operates as a customer service organization. Our Customer Care team works 24-7, 365 days a year, so that whenever a customer calls they will find a real person on the other end of the phone able to handle their request.
From our Security Command Center, we dispatch a field service team of over 100 vans staffed by experienced technicians who are ready to handle alarm installation or customer service calls. We track our alarm system service team by GPS and display their locations on a flat-panel screen for all Command Center operators to see, so if there is an urgent call for service, we can dispatch the closest available, properly licensed technician.
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 technical staff on call 24 hours a day to respond to urgent customer questions.
All American Alarm technicians are properly licensed for the low-voltage systems they work on and participate in regular training programs each year to stay current with evolving technology and regulations. Furthermore, every employee at American Alarm has been vetted and received a “Certificate of Clearance” from the Massachusetts Department of Public Safety. That means all our employees, from the front-line technicians, to the sales staff, to the people who answer the phones, must pass a criminal background check (CORI) every two years.