What is a central monitoring station?
A central monitoring station is a facility that monitors security and other systems for specific situations like burglaries, robberies, fires and medical emergencies and will make an appropriate response. The key components of a central station are the equipment used to communicate with the alarm system and people in need of assistance, the computerized receiving equipment that logs and prioritizes calls for assistance and the professionally trained staff that responds to each situation. [Back to top]
What qualifications should I look for in a central station?
- UL-listing. A central station that has received a listing from Underwriters Laboratories meets specific requirements in the areas of facility security, training of dispatch personnel and record keeping. All CastleRock Residential Security's central stations are UL-listed.
- Redundancy. Does the central station have separate locations that back each other up in the event of an emergency? (See 'What is redundancy…')
- Verification services. Does the central station offer audio and/or video verification services? (See 'What is verification…')
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Why be monitored?
It's a fact that alarm systems monitored by a qualified central station reduce crime. A recent study found that homes with monitored alarm systems were 2.2 times less likely to be burglarized than those without a monitored system. A central station acts as a silent guardian, watching over your home and loved ones 24/7/365. By having a monitored system, CastleRock Residential Security's monitoring stations can take immediate action to verify and dispatch help in emergency conditions transmitted by your system. [Back to top]
What is verification and why is it important?
Professional central stations will usually make an attempt to verify alarm or other emergency signals before taking action. Exceptions are holdup, duress or other situations where an attempt to verify the authenticity of an alarm activation could potentially put a victim at greater risk. The most basic form of verification entails the dispatcher calling the residence or business after receiving an alarm signal to confirm authenticity. Other more elaborate methods of verification are two-way audio and video verification.
By confirming alarm signals, unnecessary dispatches of the authorities are avoided, saving the alarm owner fines and embarrassment, as well as helping to ensure that the right type of emergency help is dispatched. [Back to top]
What is redundancy and why is it important?
Redundancy refers to a situation in which a central station in one geographic location backs up another, and vice versa. It is important to ask about central station redundancy to ensure that your security service remains uninterrupted–especially when you may need it the most. CastleRock Residential Security's central stations feature double redundancy to handle all situations in the event of an emergency. This includes back-up power generators, computers and redundant telephone facilities. [Back to top]
Will my alarm signal go directly to the police? If not, how come?
Many signals received from alarm systems do not require emergency response. Occasionally, users trip alarm systems accidentally. Also, alarm systems often report other signals (such as maintenance requirements) that public authorities are not in a position to respond to. If all of these signals went directly to the authorities, without first verifying an actual emergency, an unnecessary strain would be placed on public resources. A professional central station maintains specific instructions for each client regarding how to respond in a particular situation, thereby allowing a customized service that public authorities are not prepared to provide. [Back to top]
How else can I benefit from having a monitored security system?
Most insurance companies have long recognized the deterrent value of a security system. That’s why they usually offer discounts of up to 20 percent off your homeowner’s or business insurance premiums when you have a monitored security system installed in your home or business. In many areas, insurance companies require either burglary or fire alarm systems as a prerequisite for insuring customers. [Back to top]
About CastleRock Residential Security
Is CastleRock a member of the local alarm association?
CastleRock's authorized business partners are typically members of their local associations or the National Burglar and Fire Alarm Association. [Back to top]
Does CastleRock have all applicable municipal/state licenses?
All CastleRock's authorized business partners are required to carry all applicable licenses. [Back to top]
Do you adhere to a false alarm reduction program?
CastleRock's monitoring stations maintain an extensive audit on false alarms and require all authorized business partners to certify that the customer understands its proper use and is thoroughly instructed in the operation of their system. [Back to top]
Where can I find out more information about CastleRock Residential Security?
Please feel free to continue to browse the CastleRock Residential Security website. There are several products and services as well as other links to provide you with information to help you make an informed decision. Or, call (866) 863-9796 to speak with a CastleRock customer service representative. [Back to top]
About Security System Products
How can I order products and services from CastleRock Residential Security?
Ordering can be done by contacting CastleRock Residential Security at (866) 863-9796, e-mail Information@CastleRockSecurity.com or click here and submit the online form. [Back to top]
What if I live in an area where CastleRock Residential Security does not have service?
If you live where CastleRock Residential Security cannot install or service your system, CastleRock customer service may be able to provide you with alternative solutions. [Back to top]
Are there any local regulations that may apply?
Some municipalities require that certain permits, licenses or registrations be obtained before a security or fire alarm system can be installed in your home. They may also have requirements on how the type and style of some components may be installed. Your local CastleRock Residential Security agent is familiar with the requirements for your area and can assist you in meeting these requirements. Please note: Some cities, towns and municipalities are now charging annual monitoring fees of their own ranging from $10-$50. Should your area do this, the annual fee will be charged to you. To find out if your city charges an annual fee, contact CastleRock. [Back to top]
CastleRock Billing/Fees/Agreement/Warranty
Will you provide me with a written estimate?
CastleRock provides free written estimates. Simply call (866) 863-9796, e-mail Information@CastleRockSecurity.com or click here and submit the online form. [Back to top]
Is there a written warranty on the equipment and labor?
CastleRock Residential Security and its partners will provide you with a printed copy of the agreement that covers all terms and conditions including the warranty. [Back to top]
What does the monthly fee cover?
The monthly fee applies to those products and services that CastleRock Residential Security business partners install and CastleRock Residential Security monitors through our UL-approved monitoring stations. Those fees and any other options can be paid by credit card, automatic withdrawal from your checking/savings account or invoiced. [Back to top]
Does my system have to be monitored?
By having a monitored system, CastleRock Residential Security's monitoring stations can take immediate action to verify and dispatch help in emergency conditions transmitted by your system. If you choose not to have your system monitored, the monitoring interface program can be deactivated by CastleRock Residential Security without penalty (the customer is subject to the terms and conditions of any monitoring agreement with CastleRock Residential Security.) [Back to top]
When does my billing start?
Service fees are activated when your system is converted, installed and tested. The installation cost and any other optional fees are due upon delivery and completion of installation or conversion. Monitoring and any optional service charges will be billed using your choice of payment plans. [Back to top]
Do sales or other taxes apply?
At the time of installation, your local CastleRock Residential Security agent will provide information about any additional fees or taxes required by your municipality for the system you have selected. These may include any sales tax, use or permit fees applicable for your area. [Back to top]
How long is my agreement for service?
The service agreement is for 1month, 3 months or 12 months, depending on the payment plan selected by the customer. Your local CastleRock Residential Security agent will review any particulars that apply in your state and modify your online agreement as applicable. [Back to top]
What type of warranty comes with a CastleRock Residential Security system?
CastleRock's warranty covers parts and labor supplied by CastleRock Residential Security for one year. All warranty work is done by your local CastleRock Residential Security agent. The service agreement has additional information and warranty terms. [Back to top]
Who installs or converts my system and when can I have my system installed or converted?
CastleRock agents include an extensive independent network of over 2500 licensed, insured security businesses. These are local business people who service your neighborhood and area. In most cases, installation service can be scheduled to suit your needs. [Back to top]
How long will the installation normally take?
Most installations take 4-6 hours. However, depending on the options you select, the CastleRock Residential Security agent will be able to estimate installation time with you when your installation schedule is verified. [Back to top]
What if I have a monitoring agreement with another company?
A Brief Industry History: There are currently over 20,000,000 alarm monitoring customers in the U.S. For the last twenty years, the industry has been structured such that the "monitoring" revenue subsidizes the non-monitoring operations of the alarm company. This was a necessary part of maintaining a more predictable cash flow for the alarm company. With the entry of large investment companies into the alarm industry, monitoring rates were increased dramatically to subsidize installation of new alarm systems. There is nothing wrong with this practice and it served to expand the markets of the alarm industry dramatically.
At the same time that the large companies were increasing the size of the industry, the smaller companies were struggling to compete with the lower installation prices from subsidized systems. The number of companies shrank from 15,000 to 5,000. Now all the small companies were much more reliant on the increased 'monitoring' rates to subsidize their falling sales.
CastleRock Residential Security combines the low "real" cost of monitoring with the service experience of their national dealer network to dramatically reduce the cost of your alarm services.
If you are currently monitored and you want to reduce your costs, it is important to look carefully at your present monitoring agreement. As indicated above, the monitoring agreements at their high rates are very important to these companies and they are not about to do anything voluntarily to assist you in leaving them as a monitored customer. CastleRock does not encourage or support any effort to breach or break a contract between you and your security company. However, CastleRock does encourage you to understand the terms and your rights under any contract.
Look for the following information in your monitoring agreement.
- Term of agreement: What is the expiration date of the agreement?
- Notification for termination: How much notice is required before the end of the agreement in order for the agreement to not automatically renew? Does the contract provide for canceling the service?
- Penalty for termination: If you cancel your service before the end of the contract period is there a penalty? What is it?
- Ownership of equipment: Who owns the equipment? Will the alarm company remove the equipment? If the monitoring agreement doesn't stipulate who owns the equipment you own it.
If you can't find a copy of your alarm agreement, write to the alarm company and give them a thirty-day notice of your wish to cancel their service. State in the letter that you will consider the cancellation accepted without penalty if you receive no written response before the end of the thirty days. Send your letter return receipt requested so that you have proof they received your correspondence. Document all correspondence and actions you take. Ask them to put any explanations or clarifications in writing. If they indicate your contract requires more of you, have them send you a copy of your contract with an explanation of the requirements. Always write your letters in such a manner that if they fail to respond they are agreeing with your position. Also make sure that you always give them a deadline date for a response. Click here for step-by-step directions on how to contact your current security company to notify them of your desire to switch security monitoring companies. This link even has sample letters you can personalize and send to your current security company and contact information for security companies.
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