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.
The motion detector is 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 its a 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.
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.
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.
Can you change the language on the keypad?
They can be special ordered cost is the same.
Do you have bi-lingual operators?
Yes.
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.
If the customer doesn't have a driver's license can we take a state id?
Yes.
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 good for all locations. Each unit would require a separate contract and separate payment. Yes, you can take all orders at one time.
If someone cuts the phone line from outside the home does 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".
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).
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).
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 then hit within 3-5 days.
In Dealmaker, what happens if you hit "Save and Edit Notes" instead of "Save and Continue". Is there ever a time we would need to hit "Save and Edit Notes"? Are we sure you can never hit the "back" button?
If you hit "Save and Edit Notes you will be taken to a section to view and/or enter notes on the customers account. "Save and Continue" will allow you to continue and process the payment. If you hit the "Back" button continue to get an error until you hit the "Override Address Verification" radius button.
If a person's credit score is below 525, can we still sell them even though they have to pre-pay for all of the equipment? If so, what "account type" and "MRR" would we select in Dealmaker? Anything else different in Dealmaker we would need to do?
Yes, you can still sell the customer. But, they must pre-pay for the entire contract term. You can sell then any of the plans they may need. The "Account Type" would be "Contract Monitor" and the "MRR" would consistent with the service sold. In the notes section to the tech please refer to the sale as "install is Pre-Pay".
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.
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