General Guidelines for Customers With Complaints

   If a customer has a problem or is dissatisfied with an installed burglar alarm system, the person should take the following steps in attempting to resolve the problems: 

1. Telephone the monitoring or installation company and request assistance.

2. Thoroughly review your contract regarding appropriate contacts for service or monitoring problems, services, and fees, term of contract, months remaining on contract, proper notifications required, limitations of liability, any cancellation provisions and requirements.

3. Follow all notices and requirements in contract.

4. If contract does not address customer’s specific situation, the customer should send the company a written complaint thoroughly explaining all problems and areas of concern.  This written complaint should be sent certified mail with return receipt requested and a copy of the complaint should be sent to the Alabama Electronic Security Board of Licensure, 7956 Vaughn Road., PMB 392, Montgomery, AL 36116.

5. If the company’s response is not satisfactory and the problems are not resolved or there is no response after 20 days, the customer should send the company written notice of intent to terminate contract.

6. At this time, the customer must follow the termination or cancellation requirements in the contract.  If there is not a termination clause in the contract, both parties must agree in writing to terminate a contract.  The customer may contact an attorney for assistance in termination the contract.  

IT IS RECOMMENDED THAT NO INDIVIDUAL SIGN A SECOND BURGLAR ALARM SYSTEM CONTRACT UNTIL THERE IS WRITTEN AGREEMENT BY ALL PARTIES THAT THE FIRST CONTRACT IS TERMINATED.