Frequently Asked Questions
Why should I choose Central Security Group?
Central Security Group has grown to be one of the largest independently owned and operated alarm companies in the country, protecting over 200,000 residential and commercial customers.
We care about our customers! At Central Security Group, each member of our experienced, professional staff is dedicated to the highest measure of quality. All our employees and our company have gone through an intensive criminal background check, licensing and training. We take great pride in our work and constantly strive to ensure that our workmanship and services exceed the expectations of our customers.
How quickly will authorities arrive after you dispatch them?
Within seconds of receiving signals from your home or business, we are calling the proper emergency responders. Much of the time, they arrive onsite so quickly that they apprehend someone attempting an unlawful activity. However, we have no control over their workload and therefore cannot predict how quickly they will arrive. To help them respond to actual events, it is important that your call list is current and your system is functioning properly.
Who will be monitoring my alarm?
Central Security Group's 24-Hour Monitoring and Dispatch Center. Our professionally trained operators are always there to promptly respond to all of your alarm conditions.
Is the monitoring center UL listed?
Yes. Our Monitoring Center is listed with Underwriters Laboratories, the leader in certifying monitoring centers. We must meet demanding requirements including architectural, physical security, emergency power, computer hardware and software, and operator training to maintain our UL Listing.
What is your license number?
Here are our state license numbers. Please keep in mind that some apply to multiple states.
|(Kansas City) Missouri||10040702|
(security); ACR-1751187 (fire)
How do I get another yard sign?
What are your hours of operation?
We never close – 24 hours a day, 365 days a year, we are at your service around the clock.
Do you record my calls?
We do record telephone calls between our customers and monitoring center. This helps us improve our quality, service and consistency as a valuable training tool.
I have friends who want an alarm system. Do you have a referral program?
Yes. For every referral you provide who becomes our customer, we will apply a $75 credit to your account. The credit amount may be doubled for referrals who become customers within 60 days of your original installation date. Ask your sales representative for details.
I am not happy with the system I currently have through another company. Can I switch over to Central Security Group?
Yes! Central Security Group can monitor most manufacturers' systems, and we offer low "takeover" rates. We will have you speak to a qualified Central Security Group representative, who will help determine your security needs, make recommendations, and discuss the necessary steps to bring you on board as a valued Central Security Group customer.
If you are still under an existing monitoring agreement with another company, you must complete the initial term of the agreement with them before transferring service to us.
I bought a house that already has a security system in it. Can you monitor it?
Most of the time, yes! No matter what company's sticker is on your security system, chances are good that Central Security Group can provide monitoring services. Call us today at (888) 642-4567 to determine if your system is compatible, and let us demonstrate how affordable monitoring your system can be.
Why should I have a monitored burglar or fire alarm system?
After the initial monitoring contract term expires, many people rely on their signs and siren to scare off intruders or warn of fire danger. If your siren were to go off at any time during the day or night, will there always be someone around – and will they be able to call the appropriate response agency? When your security system is monitored by Central Security Group, our 24- hour monitoring center will notify your local authorities when our operators receive an alarm condition signal. The appropriate response agency will then be dispatched to your home or business to help protect your possessions and ensure your safety.
My home was not pre-wired for a security system, and I don't want to see wiring throughout my house. Can you help?
Yes! We offer completely wireless security systems and burglar alarms. Battery life alarms provide ample notice before they need to be changed.
Do I need a permit for my alarm system?
Central Security Group does not determine if you require a permit, and is not responsible for obtaining and/or renewing your permit. You will need to contact your local authorities to determine if, and what kind of, permit is required for your particular system and location. This information is usually available on a city’s website.
I accidentally tripped my alarm. What do I do?
Please call our monitoring center at (888) 642-4567 immediately to let us know the alarm was accidental. This may prevent emergency services from being dispatched. Your password is not required to cancel a fire or medical signal if we contact you at the premises, but is required if emergency services have been dispatched when you call in to us. Your password is required to cancel a panic, burglary or duress signal.
What if the monitoring center loses power?
Our monitoring center is supported by two separate feeds from a substation adjacent to the property and three (3) 500KW backup generators, which are automatically activated in the event power is interrupted.
If my alarm system is not armed, will my smoke detectors still send signals?
If your smoke detectors are connected to your alarm system, they are a “24-hour zone.” This means that even when your alarm is not armed, it will send signals. Smoke detectors, water detectors, carbon monoxide detectors are all 24-hour zones and will send signals to our monitoring center. This is a great feature of your alarm system and provides an additional layer of protection!
I live in Texas. How fast does my alarm system send signals?
To help with false alarm reduction, Texas has a mandatory default minimum 30 second delay from the time the siren sounds for a burglary alarm until the time the alarm system sends us a signal (this does not apply to emergency signals).
This law comes from the Security Industry Alarm Coalition (SIAC). More information on Texas laws regarding alarms should be available from the Texas Department of Public Safety. Local police departments typically do not know anything about this requirement. You can go to two websites for information regarding the requirements:
www.siacinc.org– Go to Standards, then click the SIA CP-01 power point and it will explain the general requirements. The 30-second window from when the alarm sounds until it sends is referred to as the abort window. The slide show says it can be anywhere from 15-45 seconds, but Texas law is that it is a minimum of 30 seconds.
http://www.txdps.state.tx.us - This is the Texas Department of Public Safety. You can search for "Occupations Code" and find a pdf link to TEXAS OCCUPATIONS CODE CHAPTER 1702. Within that pdf file, under CHAPTER 1702. PRIVATE SECURITY, Sec. 1702.287. DETECTION DEVICE CONTROL PANELS; MINIMUM STANDARDS, is the law: An alarm systems company may not install any alarm system on or after January 1, 2007, that includes a detection device control panel unless the control panel meets or exceeds the standards of the American National Standards Institute for false alarm reduction.
I understand about burglary, fire and medical signals, but do you call about other signals?
We do attempt to call on trouble signals as a courtesy to our customers. While we do call on most trouble signals we receive, it is important that you call the monitoring center if you have a yellow “trouble” light on your keypad panel.
We call on residential trouble conditions between the hours of 8:00 am and 9:00 pm (based on the customer's time zone). The exceptions are smoke, fire, carbon monoxide or high water detection conditions; because these are safety hazards, these are called on 24 hours a day.
We call on commercial trouble conditions 24 hours a day, unless instructed otherwise by the customer. The single exception is for "Late to Test" alerts. These are called between the hours of 8:00 am and 9:00 pm, based on the customer's time zone.
How do I know my system is being monitored?
Our alarm response time is very fast, so if we receive a signal from your system, you will be called very quickly! These calls verify your system is being monitored. Also, we recommend you test your system at least monthly. To test your system, please call our monitoring center at (888) 642-4567. Our agent will place your account in “test mode.” They will then ask you to send a keypad signal or arm your system and open a door. After we receive the signal, we will remove your account from “test mode” and you will be assured your alarm is being monitored.
Is there another way you can check to see if my system is communicating?
Your system may be programmed for an Automatic Timer Interval (ATI) periodic test. This programming watches for a specific signal from your system approximately once a month. If we do not receive that signal, our system generates a “Late To Test” signal, which may indicate a communication failure. We will call you to notify you of the “Late To Test” status and request your help troubleshooting by placing your account on test and testing the communication of your alarm system. If we do not receive a signal during testing, we will set up a service call for you so that a technician can be sent to your location.
Will my alarm still work if I cancel my landline telephone?
We offer alarm monitoring through a cellular network as well as WiFi monitoring, which are great security features because they eliminate the need for a landline telephone. Please call our sales department or complete this form for more information.
What if my power goes out?
All our alarm systems include a backup battery that will power your alarm for several hours.
My alarm panel says “low battery.” What do I do?
If you have had a recent power outage or the power to your alarm system was interrupted, your battery may recharge once power is restored, and the error will clear. If it does not, please call our monitoring center to discuss options for obtaining and replacing your system battery.
My alarm panel says “FC.” What do I do?
This stands for “Failure to Communicate” between your alarm system and our monitoring center. If you have a landline-based alarm system and have recently changed carriers or changed to DSL/VoIP, please call our monitoring center. Your system may need to be reprogrammed, or you may need a DSL filter. We can ship one to you for a small fee.
My keypad displays “bF or 6F”. What do I do?
This indicates a communication failure between your GSM cellular communicator and the cellular tower. Please call our monitoring center to test your system. This may restore communications, or a service call from one of our skilled technicians may be required.
What is the difference between my keypad code and my password?
Your keypad code is what you physically enter on your keypad at your home or business to arm and disarm your system. Your password is the verbal security code you tell us when we receive an alarm signal and call you. We also ask for your password when you call us to help us identify you and ensure the protection of your private data. Everyone you authorize to access your account needs a password and an “authority level.” There are three things we verify before disclosing information about your account: the caller must be on the contact list, they must verify a password, and they must have the appropriate authority level to complete the task for which they are calling. Here are the 4 authority levels you can assign to your call list:
|User Level/Call List Level of Authority||Authorized Account Activity|
|1 (All Authority)||Full access on account. Authorized to make changes on account. Authorized to cancel alarms and put system on test.|
|2 (Level 2)||Authorized to cancel alarms or put system on test. Not authorized to make changes on account. Can set service.|
|3 (Level 3)||Authorized to cancel alarms only. Not authorized to make changes on account or put system on test.|
|4 (Level 4)||Call list notification only. Not authorized to make changes on account, put system on test, or cancel alarms.|
How do I update my call list or contact list?
It is very important to maintain a current call list. Your call list determines how we respond to alarms. To add, remove or change the order of your call list, call our monitoring center. After we verify your password and authority level, we will gladly make the changes.
Can I pay my bill online?
Yes! Simply visit our Pay My Bill page, and follow the steps to register your account. You may also elect to enroll in auto-pay for worry-free payment.
Do you charge to make a phone payment?
No, we are happy to process your payment free of charge.
Do you provide insurance certificates for my homeowners insurance?
Yes! In fact, many insurance companies discount homeowners insurance for owners of a monitored alarm system. The discount may be enough to practically pay for your alarm monitoring! To receive the insurance verification certificate, click here. We will contact you and test your system to ensure it is signaling us properly and send your certificate.
What if I receive a false alarm fine from my city, county, or state?
First, Central Security Group has no control over how a particular city defines a false alarm or in the determination if a fine is warranted. If you are fined, you may request a review of the circumstance of the fine through Central Security Group. You will need to:
- Pay the fine. Central Security Group can not initiate a review of your false alarm if the fine has not been paid.
- Send in a copy of the fine and the bill of receipt to prove that is has been paid. These can be either emailed to email@example.com or faxed to 918-491-3193.
- After a review process that may take up to two weeks, we will notify you of the results. If the review finds in your favor, a credit will be applied to your account in the full or partial amount of the fine.