FREQUENTLY ASKED QUESTIONS

1 - Relocating the system. We know they can do it. Is there a fee for doing so? If they are moving it w/in the house there is a $25 fee. If they are moving to another residence there is a $99 fee. However, this can change depending on how long ago the system was installed.

2 - The motion detectoris calibrated to ignore animal up to 40lbs. Someone said they were told their cat would set it off. Is there something about the calibration that someone knows if it’sa feline vs. a canine? What about the family bird that gets loose? It won't pick up anything less than 40lbs as long as the animal stays 6-8 feet away from the detector. So, a lot of it has to do w/ the location of the motion detector. Same thing with a bird; as long as it doesn't fly directly into the motion sensor it won't trigger the alarm.

3 - Distress code - someone that has the ADT system said there is a special code they can program that will appear to have turned off the system but will actually let ADT know there is a real problem but the homeowner can't tell them so (because some guy has a gun to their head). Is this true? Is there also a special verbal code for the two-way system that would have the same effect? Yes, both of these are true and will be covered by the tech at installation.

4 - If the key fob is lost, can it be deactivated? How do they get a new one? It can be deactivated however a tech would have to go to the home ($25.00 trip fee) to reprogram; they would have to purchase a new one for $99.00.

5 - Can you change the language on the keypad? They can be special ordered cost is the same?

6 - Do you have bi-lingual operators? Yes.

7 - Is the customer responsible for 100% of their contract whenever they cancel? Someone has it and thought it was only 75%. Who is right?If the customer cancels the contract states the customer is responsible for 75% of the balance of the contract.

8 - If the customer doesn't have a driver's license can we take a state id? Yes.

9 - Does ADT install only Mon- Friday? ADT installs 365 days in the year next day install is never a problem.

10 - If we speak to a landlord and he wants to outfit his entire building, can we do that? Do we get credit for all of them? What if someone has three homes? Can we take all the orders at once? Yes, we can do that. You only need to run credit once and it will be goodfor all locations. Each unit would require a separate contract and separate payment. Yes, you can take all orders at one time.

11 - If someone cuts the phone line from outside the homedoes that alert the monitoring center to an issue? The standard package would not get a signal thought to ADT if the phone line was cut. A rebuttal to that would be that most new homes do not have exposed phone lines on the outside. So the odds of the system being disabled would be small. If exposed phone lines are an issue we do have a cell back up system available. However, "We'd like to leave that up to the technician to discuss with you since they will be on site and they are the experts".

12 - If a person is selling their house and wants to transfer the service to the buyer before their 3 years are up, can they do that? If so is there a fee? The contract is not transferrable to the new buyer. The reason for that is the buyer has not been credit qualified. The seller may take the system to their new residence. The fee for that would be $99 (activation fee).

13 - If a person cancels their service before the 3 years, is the remaining 75% taken out of their auto payment method automatically all at once or monthly, or are they invoiced for it? And if invoiced, is the full amount invoiced or invoiced monthly? They will get an invoice for the entire amount(75% of the remaining contract).

14 - When does the first monthly bill arrive? Is it 30 days from installation? If not, when? When the tech has completed installation they notify ADT while they are still at the residence. Their credit card or ACH is thenhit within3-5 days.

15 - Can a potential customer request that they get billed or invoiced monthly instead of an automatic withdraw? A customer can receive QUARTERLY billing IF they have a credit score of 700 or greater. There is an additional charge of $1.00 per month for this billing option.

16- Can the system be activated from a remote location? Yes, however the system must be a wireless system and must be a 2-way system.

17 - Does the smoke communicator call you first to see if it is a false alarm just like the regular alarm? YES, ADT calls the customer 1stto verify the alarm. If no one answers then they dispatch the fire dept.

18 - Same question with medical alert pendant. YES, ADTcalls the customer 1stto verify the alarm. If no one answers then they dispatch an ambulance.

19 - What does it cost for extra door/window sensors? $99.00. But, remember that we prefer that those requests are left to the install tech. A telephone sales rep should defer to the expert on site at the time of install for anything above and beyond the standard 1-3-1. Besides, you don't get paid for up sells.

20 - If an adult child wants to install the system at their parents house - we run credit on the child - but what address information would go in Dealmaker? The parent's or the child that is paying for it? The address in Dealmaker should be the address where the alarm is installed, regardless of who is paying for it. However, the person paying (the one whose credit was run) must be present to sign all paperwork.

21 - Do you automatically send for help when the panic button on the key fob is pressed or are they calling to verify first? Due to SIA (Security Industry Association) false alarm standards, ADT will call to verify ANY alarm before dispatching police, medic, fire, etc...

22 - If the person renews their contract, do they automatically receive new batteries for the sensors? No. Batteries are only replaced w/in the first 90 days.

23 - If a battery needs to be replaced within the first 3 years (prior to the 4-6 year estimated life of the battery) is it free? No. Batteries are only replaced w/in the first 90 days.

24 - Can the panic be de-activated from the key fob after it's already been activated? No. The key fob goes dead until the alarm has been disarmed either from the panel or another key fob.

25 - How far can the system extend? i.e. If a person owns 10 acres of land and wants to have sensors in their barn/ guest house (which is located over an acre from their house), can they still control those sensors from the control panel in their house, or would a separate system need to be installed? The system can reach 300 feet in clean air. Meaning there can not be any walls obstructing the signal. So yes, a guest house and/or barnshould require its’ own system.

26 - What happens when a customer wants to move during their 3 year ADT contract? We do not physically move their alarm equipment. The process is as follows:

- Customer moves to new residence, leaves old system in old house.

- We install a new system in the new residence.

- Customer signs a new 3 year agreement at the new residence, which cancels out the remainder of the original contract at the old residence.

- Customer pays $99 for activation of new system.

In summary, the install at the new home is treated like a new customer installation. All paperwork must be filled out and signed as it would be for a new customer