see The Alarm Exchange below
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Question - does alarm co have to provide service?
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Hi Ken,
One thing about our business . . . . there's always something new happening.
I've got a customer I've had for about six years. He's an oddball. Believes his phone line is being tapped by the FBI, CIA, NSA . . . . did I leave anybody out? Who knows, right?
Well, anyway, he refuses to give his password over the phone when his alarm goes off, because he doesn't want the feds getting his password I guess. He's got a 2-Way voice unit in his system (basically a speakerphone) and for some reason has been under the mistaken impression that when he gives his password over that unit it is secure. I've explained to him it's just using the phone line.
About a month ago his system was late to send in it's weekly test over the landline. (He also has cell backup communication.) Our office walked him through sending a simple phone test by entering a command at his keypad. It failed. I told him he should have the phone company check his line because his system apparently is no longer seeing a dial tone. I also offered to have one of my phone specialists (separate contractors) help him if he needed it.
In the meantime, he decided to test his system again, but didn't use the innocuous method we had given him. He decided instead to set off an actual alarm. He called the monitoring station first to place his system in test status (good), but refused to give his password (bad). The operator told him she couldn't place his system in test without his providing his password (good). He was very insistent and explained to the operator how his phone line is tapped and he would give her the password over the 2-Way voice unit when she came over to verify. Trying to bend over backwards to accommodate him, the operator agreed. (bad)
He sets off the alarm, the operator doesn't come over the 2-Way voice unit because his security system is still not seeing a dial tone so the monitoring station calls him on his cell and he refuses to give his password. (The signal got out over his cell unit.) The monitoring station sends the police. He is very pissed and speaks with several people at the monitoring station including a manager. He then calls me to complain how unhappy he is with our service, how rude the people at the monitoring station were, and continued to charge that they "set him up" for this problem and the subsequent police response. I explained that he MUST provide his password if he triggers an alarm in order to avoid a police response and that it would have been better if he had sent a simple phone test from his keypad. He told me he was offended by my response.
I had the monitoring station play me back the recordings of all the phone conversations with this person and every person he spoke with was very courteous, not a hint of rudeness from anyone.
The monitoring station has offered to compensate him for any false alarm fee and I related that to him but the police did not charge him a fee.
This customer just signed a new monitoring contract for three years (your agreement, altered to a three year) in September. When he called me back, I decided I was not anxious to go back to his home and service his system and he should find another company to provide equipment service. We would continue to provide monitoring service for the duration of the agreement.
QUESTION: Since he didn't subscribe to a service plan and hence is not paying me any money to service his system, but instead has agreed to pay on a per call basis, am I still contractually obligated to service his system? I received a letter from his attorney today informing me I AM obligated to provide service per my contract. What would you recommend as a practical response to this situation?
Thanks Ken.
Lenny
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Answer
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This subscriber signed a Monitoring Contract. Under that contract the alarm company agrees to provide monitoring and service for the Communication System only. The Communication System is defined as that part of the software that programs the communication, cellular or radio devices or Internet connection or telephone connection devices. The Monitoring Contract does not provide for any service to any other part of the system. An alarm company that is under contract to provide a service is not required to provide any other services that are not under contract.
Furthermore, if you do provide a service that is not under contract, such as servicing the protective components other than the Communication System, you are not under any contractual protection; don't do it.
If your subscriber signed a Service Contract then you have agreed to provide service to the system provided payment is made at the time of service.
Most alarm companies are going to come across a subscriber that, for lack of a better or more thoughtful word, is nuts. You'd rather not deal with them. They rarely are the subscriber who pays a substantial amount; more often the one who looked for a bargain and pays the least. [if you have too many of these types of subscribers then maybe it's you, not them]. There are a number of ways to get out of your contract. One is to increase the rate after the first year and hope the subscriber asks to be let out [because the subscriber is obligated to pay an increase up to 9% per year - in the Standard Form Contracts]. Don't provide service if you don't have to. Terminate if excessive signals come in.
The subscriber is obligated to provide his pass code. If he refuses then put him on notice that if he doesn't provide the code when calling monitoring will continue to dispatch, or terminate him for excessive signals. You should keep in mind that the false alarms being generated by this subscriber taints both you and the central station. It's simply a matter of who gets the fine and who is going to pay it [and the fine should go to the subscriber and you and the central should not agree to pay those fines - the Standard Form Contracts specifically disclaims that responsibility. Police and fire dispatch personnel won't take too long to identify both you and your central as false alarm generators. That won't bod well for you or your other subscribers, and of course the central station can't afford that kind of reputation. You need to weed out subscribers like this or get them in line fast.
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TO SUBMIT QUESTIONS OR COMMENTS REPLY TO THIS EMAIL OR EMAIL Ken@Kirschenbaumesq.com. Most comments and questions get circulated.
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Speaking engagements:
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Want to schedule me, Jennifer or Dennis Stern for a speaking engagement? Alarm associations can book my presentation by calling Eileen in my office at 516 747 6700 x 312.
The Alarm Exchange
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This area is reserved for alarm company announcements, solicitations, offers, etc. Those wishing to sell or buy; borrow or lend; dealer program or dealer; central stations; insurance brokers; business brokers, insurance companies. Equipment to sell; looking for employees; subcontractors; mergers;
There is no charge to post a listing here. The listing is subject to review and approval and will be posted for approximately 10 days unless renewed. Include your contact information, phone, email and web site. Posting by category will depend on response to this forum. Send your post to Ken@KirschenbaumEsq.com. To see the most current postings go to https://www.kirschenbaumesq.com/article/the-alarm-exchange
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Parts - Equipment For Sale or Wanted
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For Sale: Monitor Controls, Inc. 178-180 Center Street Wallingford, CT www.monitorcontrols.com
contact our IT rep Dan Hadlock at 203-269-3591 PART QTY ROUGH PRICE (EACH)
D6500 RECEIVER 3 $100.00 ; D6545 TELCO TERMINATOR 1 $15.00 ; D6535 POWER SUPPLY TERMINATOR 1 $15.00; D6515 CPU MPU TERMINAL CARD 1 $10.00; D6540 TELCO LINE CARD 3 $10.00
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For sale: ISA DigiBoard port expansion units (2); Radionics/Bosch D6640 line cards (8); OKIData 182 dot matrix printers (several); Amano Time clocks (2); Contact Chuck or Joe at Jade Alarm Co. 800-542-8874
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PARTS WANTED: Looking for one or more DSC PC5921 EXT Intercom Door Station(s), new or used. Please contact Lloyd Silverstein at Lloyd@metrowestsecurity.com, or call at (818) 508-0500
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Sub Contractors available for work
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Calgary, AB based contractor available for “Boots on the Ground “service to American Security companies with National Accounts in Alberta, Canada. Please call Robin Dupuis (403) 910 1099 or email robin@wireman.ca. You can visit our website at www.wireman.ca
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Help Wanted:
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Washington DC area Home Automation company seeking experienced alarm technicians. Send resume with references and salary requirements to jobs@american-automation.com
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Western Suffolk alarm company looking for exp'd office help- exp in Microsoft office, downloading of alarm panel, inventory, collections, sales and general office help. Send resume to Jeanne@checkmatesecurity.com
631 669-3303 www.Checkmate Security
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Northern New Jersey Fire Protection Company is looking for an experienced Fire Alarm Technician, with at least 3 years’ experience. Send resume to laura@cityfire.com
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NJ Alarm Company (Bergen County), seeking a Central Station Operator for the 5pm – 12:00pm shift. Email resume and salary requirements to service@merchantsalarm.com . No phone calls please.
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California and Texas alarm company seeking Central Station Manager, Customer Service Manager, Operations Manager, Sprinkler Operations Manager, Service Manager, Project Manager, Service Technicians, Lenel Certified Technicians, Installers, Fire Testers, Reg 4 Fire Testers, Service Dispatchers, Central Station Dispatchers, and Sales Representatives in locations throughout California and Texas. email resume to bwatkins@ssdsystems.com
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Union, NJ alarm company looking for Service Technician, Installation Technician, and
Administrative Assistant. Send resume to humanresources@supremealarm.com
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Clifton, N.J. based alarm company looking for an aggressive sales person. commercial and residential fire alarms, burglar alarms, CCTV systems, Door Access Control Systems, Intercoms, etc. We are looking for a motivated self started, a professional with proven results and references. If you have the experience, product knowledge and drive call 1-800-486-5019 and ask for Tom Sr. or email tomsr@tralarm.com http://tralarm.com/
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Digital Monitoring Products (DMP) is looking for an experienced Regional Sales Manager for the North East Region covering Metro NY, E. PA, Long Island & Northern NJ are looking for a Sales executive with five or more years of sales and territory management experience or dealer direct selling in the region. To learn more about this opportunity, please contact Matt Schweiger at 417-693-3988 or email at mschweiger@dmp.com.
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Central FL based company looking for 2 experienced electronics technicians in Ft Myers and Daytona FL areas – Commercial Fire, Security, CCTV etc. Send resume and salary requirements to Allcomsolutionsinc@gmail.com
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Tulsa OK company is looking for an exp'd Service Technician for Burg and Commercial Fire Alarms, Access Control, and CCTV systems. Submit resume with references and salary requirements via e-mail to tcarey@advancealarms.com, no phone inquiries.
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Montrose, CO alarm co seeking Technician with experience. Email resume and references to Dan at superioralarmoffice@gmail.com or fax to 970-240-0366
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Tucson, AZ - Accura Systems of Tucson, Inc Seeking Lead Technician to oversee technician installs for Burg, CCTV installs, must have good training and QA skills. call Bill at 520-722-0220 or emailbill@tucsonaccura.com
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ADT LLC, Help Wanted (Licensed and Insured Sub Contractors) to perform Installation and Service work for Residential and Small Business accounts in the NY Metro Area (Brooklyn/Queens, NYC, Elmsford Offices) contact Frank Gressler at fgressler@adt.com
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ADT LLC, Help Wanted. ADT is looking to hire Residential and Small Business Installers in the NY Metro Area (Brooklyn/Queens, NYC, Elmsford Offices) looking for talent familiar with Ademco, DSC and CCTV equipment. contact Frank Gressler at fgressler@adt.com
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Long Island Central Station Alarm Company looking for experienced alarm technicians and central station operators. Excellent salary and benefits. E-Mail hr@lowittalarms.com or call 516-433-6960 ext. 215.
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Oakland, CA company looking for experienced electronic technician – alarms, CCTV, access control, intercoms, etc. Send resume and references to HR@reedbrothers.com or call Nancy at 800-400-5625 x158
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Long Island based locking and electronic security manufacturer is looking for technical support professionals with previous experience installing fire and burg systems. We offer excellent compensation and benefits. Please contact rbaker@napcosecurity.com for more information.
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Indianapolis, IN - Hoosier Security call 317-644-0570 or send resume to: armando@hoosiersecurity.com Actively seeking installation contractors and sales personnel experienced in alarm and digital CCTV.
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Eastpointe Michigan alarm company has an opening for an experienced alarm tech/installer, great salary, benefits, truck, medical. Call Hank Luks 586-772-6100 or email to controllor@aol.com
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San Antonio Texas based company is looking for experienced residential, commercial and fire alarm salesmen as well as experienced alarm installers. Submit resume via e-mail to Gmunford@saalarms.com Glenn Munford, President. Phone 210 342-3100 sanantoniosecurityalarms.com
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Merger and Acquisitions
NY - looking to purchase fire alarm subscriber accounts in New York metropolitan area. call Bob WIlliams at Briscoe Protective Systems Inc at 888 274 7263 ext 211 or email bobw@briscoeprotective.com All calls strictly confidential
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Southeast Arkansas. Security Integration co very lucrative agricultural vertical market, but having difficulty attracting and retaining installers to keep up with our workload. Primarily commercial/industrial integration but with approx. 240 monitored alarm accounts. Largely residential, upscale accounts with approx. 20% commercial accounts. Will consider either selling alarm accounts to focus on surveillance/access control or will consider selling all and work as regional sales manager for purchaser. Market has loads of potential. For confidentiality reasons, please contact me at my "other" email address hogshogshogs@att.net.
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Central Stations
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COPS Monitoring: Nationwide Burglary, Fire, PERS, Video, & Critical Environmental monitoring from 5 central stations copsmonitoring.com http://copsmonitoring.com/lp/kk.html or call Betty at 800-367-2677 x 1256
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All American Monitoring – throughout USA. UL, Five Diamond, licensed LisaF@AllAmericanMonitoring.com or call 800 318 9486 x 212 www.AllAmericanMonitoring.com
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RESPONSE CENTER USA – Monitoring burglar and fire alarms. PERS (Medical Alarms) Specialists UL Listed.
contact JD Benfer 866-489-4105 jdbenfer@rc-usa.com www.rc-usa.com
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United Central Control, Inc. - UL Listed, 5 Diamond Certified, serving the entire USA - contact Kathryn Schultz - 866-907-4712 or kschultz@teamucc.com http://www.teamucc.com/
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AvantGuard Monitoring Centers : UL 2050 Listed, 5 Diamond, Fully Redundant Central Stations Specialize in PERS monitoring. Contact Troy Iverson 877-206-9141 www.agmonitoring.com
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Electronix Systems Central Station Alarms Inc., UL Listed, FDNY / FM Approved and Five Diamond Rated. Contact Jacqueline Jones jackiej@electronixsystems.com (631) 271-4000 www.electronixsystems.com
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SentryNet monitoring nationwide, Canada and Mexico - UL and 2050 listed; FM Certified. Contact Kurt Erdman kerdman@sentrynet.com 800-932-3304 www.sentrynet.com
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Grand Central Station – monitoring of burglary, fire and video verification services throughout the United States. UL Listed Benny M. Martinez 800-230-1654x136 bmartinez@gcsmonitoring.com www.gcsmonitoring.com
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Security Response Center – alarm monitoring across Canada – ULC Listed
Beverley Champagne 888-346-6302 bchampagne@src.net http://src.net/
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Central Security Communications, Inc. monitoring throughout USA since 1963; UL listed; Denver Fire License; redundancy; family owned/operated 1-888-8ALARM8 Natalie@centralsecurity.com www.centralsecurity.com
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Rapid Response Monitoring - UL Listed, FM Certified, FDNY Approved, IQ Certified, SIA Certified -wholesale monitoring services, audio, video, GPS, PERS, IP and residential and commercial protection, completely mobile Connectivity Dealer & Customer Access Services. 800-558-7767, sales@rrms.com, www.rrms.com
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Security Partners – UL listed, CSAA 5-Diamond central station covering the entire US. Advanced Services Division helps dealers become more aware of emerging security technologies. Call Andy Stadler at 717.481.6379 or astadler@securitypartners.com www.securitypartners.com
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Paragon Monitoring Center - UL Listed; monitoring all major formats, video monitoring including Videofied and CheckVideo. Jeff Martin 866-936-6648 jeff@wemonitor.org - www.wemonitor.org
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Your Monitoring Center / A Crime Alert Co. – UL; CSAA 5 Diamond – Burg, Fire, PERS, Video Verification, Total Connect, C24 Interactive. Call Mark Ramsey 800-829-8877 mark@crimealert.com www.crimealert.com
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Dispatch Center, Ltd - fully redundant UL Listed central station serving licensed security professionals.
Contact Stacy Lindell at slindell@dispatchcenter.net or (866) 491-3400. www.dispatchcenter.net
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Nationwide Digital Monitoring - monitoring all of America UL Listed; NYC FD approved
800 221 0826 www.NationwideDigital.com Contact Alan Ankeles aankeles@NationwideDigital.com
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U.S.A. Central Station Alarm Corp - monitoring throughout the United States Bart Didden 877-872-1266
bdidden@usacentralstation.com www.usacentralstation.com
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United Certified Central Station Inc - monitoring the New York City metropolitan area. NYC Fire Dept approved and UL Listed. Dana Goffer 212 206 0900 x 301 http://www.weprotect.com/Monitoring%20station.html
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Counterforce Central Alarm Services Corp UL Listed NYC FD approved contact Phil Blair 718 575 3333 Phil@counterforcecentral.com http://counterforcecentral.com/services/index.htm
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Metrodial Central Station - FDNY Approved and UL Listed. Contact Andy Lowitt at 866-900-METRO or andy@metrodial.com www.metrodial.com
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Business Brokers / Consultants
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Barry Epstein - Vertex Capital - representing Buyers and Sellers in Life Safety Industry. bepstein4@sbcglobal.net cell:972-740-2740
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Ron Davis Davis Mergers and Acquisitions Group Inc rdavis@graybeardsrus.com Office 847 955 2345
Cell: 847 910 7716 www.graybeardsrus.com
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Mitch Reitman S.I.C. Consulting, Inc. Tax and Financial services 817-698-9999 MReitman@sicc.us www.sicc.us
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Rory Russell Acquisition & Funding Services www.afssmartfunding.com (800) 354-3863 Cell 518-366-5111
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Insurance brokers / insurance companies for alarm industry
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Premier Alarm Insurance, Kristin Sikorski, Isle of Palms SC 29451 1-800-792-1728
info@premieralarminsurance.com www.premieralarminsurance.com
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Rick Gombar Insurance Services, Inc. CA. Rick Gombar, President 800-446-6227
Rick@gombarinsurance.com www.gombarinsurance.com
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Eclipse Marketing & Insurance Services. Larry St John, CIC, Pres. 800-530-4448, LStJohn@eclipseinsurance.com - ins for alarm industry www.eclipseinsurance.com
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Alice Cornett Giacalone, Senior Vice President - selling alarm E&O throughout the United States
Central Insurance Agency, (800) 917-2542 aliceg@ciainsures.com www.ciainsures.com
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Ralph A.Costa - specializes in alarm insurance in New Jersey and other states 973 835 8444
ralph@burglaralarminsurance.com http://www.burglaralarminsurance.com/category.aspx?id=MISC1
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Security America Risk Retention Group Alarm industry owned and sponsored E&O insurance – Call SARRG at 1-866-315-3838, or info@securityamericarrg.com. www.securityamericarrg.com
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Financial Services
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RMRFunding - Alarm account funding. www.rmrfunding.com Contact David Tropper (855) 767-1900 dtropper@rmrfunding.com
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Astute Financial Consulting, LLC – financial reporting, budgeting and analysis. contact Jim Lee 970-223-2382 ext 1 or jim@astutefinancial.biz www.astutefinancial.biz
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Alarm Financial Services - funding for alarm dealers throughout the United States.
www.alarmfunding.com or call Jim Wooster 866-204-9350x12
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Educational and Training Programs
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New York State alarm license Approved 81-HOUR License Course www.mbfaa.com
contact Alan Glasser (718) 894-6712 mbfaa.ny@gmail.com
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NYS 81 hour approved training - contact NYBFAA 814-838-3093 Info@NYBFA.org) www.NYBFA.org
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New York State 81-Hour Alarm License Course - Approved by NY Dept. of State taught by NYBPSS Licensed Instructors; www.electricaltrainingcenterli.com Call Justin or Barbara @ 631-226-8021
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New Jersey Fire Alarm, Burglar Alarm & Locksmith training. Exam Prep Training Series, Practice Exam and approved CEU courses. see www.NJCEUcenter.com or call Bob Shoremount 908-637-8557
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Attrition Busters Presentations-Seminars-Workshops-Consulting www.attritionbusters.com
contact Bob Harris(818) 730-4690 bobh@attritionbusters.com
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Alarm Academy – On Line and classroom BASA-FASA renewal and state of Florida license holder renewal classes contact Mary Kenna, mkenna@fla-alarms.org / 800-899-2099: 954-748-7779 www.alarmacademy.org
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Alarm Association of Florida - On Line and classroom BASA-FASA renewal and state of Florida license holder renewal classes contact Mary Kenna mkenna@fla-alarms.org 800-899-2099: 954-748-7779 www.fla-alarms.org
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Marketing for the Alarm - Security Industry
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Bob Maunsell - Security Marketing Guru - www.SecurityMarketingGuru.com 508-835-1123 support@securitymarketingguru.com
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Security Dealer Marketing - full-service marketing agency for security businesses David Morgan
888-572-4450 x100 dmorgan@securitydealermarketing.com www.securitydealermarketing.com
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Technical Support
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Fire Alarm System Engineering
Fire Alarm Design Services. Complete code consulting, basis for design reports, AutoCAD, submittal documents. PE and NICET IV on staff. NY, NJ, PA areas. Contact Joseph Hayes, SET 914-645-1289 or HayesCPP@optonline.net
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Systems Support Specialists - Technical consultants for Central Station Services & Installation Services, Custom Programming, End User Solutions, Product Evaluations, and Technical training - Contact Mark Fischer - mfischer@systemssupportspecialists.com or (631) 850-0084 www.systemssupportspecialists.com
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Certified System Design – Central Station Facility Design, Automation Platform Conversion Management, Organizational Development, Operational Reviews, and Operational Support. For all things Central Station – Contact Dave Mann (443) 452-9235 or dmann@certifiedsystemdesign.com www.certifiedsystemdesign.com
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Technology and Services that increase or preserve your RMR
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KeepYourIP - Providing secure IPv4 addresses for communicating IP alarm panels to monitoring receivers. For information contact Davin Roos 866-444-7007 davin@keepyourip.com www.keepyourip.com
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Videofied - video alarms - alarm verification - reduce false alarms Contact Keith Jentoft 877-206-3200 KJentoft@videofied.com www.videofied.com
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Linked24 New mobile technology GPS increases revenue with existing customer base, grows RMR virally. Contact John Hoffe 760 298-1214; hoffej@linked24.com www.linked24.com
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Miscellaneous
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Printers MonitoringContracts.com. Authorized printers for the Kirschenbaum Contracts TM. 866 322 4906 sales@MonitoringContracts.com www.monitoringcontracts.com
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alarm contracts - get them at www.alarmcontracts.com
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alarm company valuation - go to www.WhatsMyAlarmCompanyWorth.com
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Legal service for acquisition or sale of accounts. Contact Ken Kirschenbaum, Esq at 516 747 6700 ext 301, Jennifer Kirschenbaum,Esq at 516 747 6700 ext 302 or Dennis Stern, Esq at 516 747 6700 ext 323
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Ken Kirschenbaum,Esq
Kirschenbaum & Kirschenbaum PC
Attorneys at Law
200 Garden city Plaza
Garden City, NY 11530
516 747 6700 x 301
email: ken@kirschenbaumesq.com
phone: 516 747 6700
web: http://www.kirschenbaumesq.com