FAQ: Frequently Asked Questions
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GENERAL

What is Homeproven.com?

Homeproven.com is the first 100% online full-service home security company.   By selling direct to the customer via the Internet, our goal is to provide reasonable prices for the most technically advanced security systems on the market. 

How is Homeproven different from other security companies?

Unlike legacy security companies whose business models are built around commissions-based sales people, Homeproven sells direct via the Internet, with complete transparency on pricing and terms and conditions.  We allow you to make the complete transaction online, including payment and scheduling the full service install.  With Homeproven, there are no hidden fees or haggling with sales people compensated on up-selling you on equipment you don’t need.

Why should I choose Homeproven?

While there are many companies that you can choose to protect your home, our company is designed from the ground up to give you the best experience possible.  We do so in the following ways:

  • We are the only end-to-end security company that will allow you to customize your entire system and schedule your installation the same day that you purchase the service – giving you a stress-free and salesman-free experience.
  • We offer the best security products that are aimed at solving the existing problems in other equipment.

What are the benefits of Homeproven?

Homeproven offers:

  • Immediate response time with a complete end-to-end online transaction.
  • Online customization of your service package.
  • Transparency of pricing and terms and conditions.
  • No haggling with commissions-based sales people.
  • The most recent hi-tech wireless equipment.
  • Free same or next-day installation*.

Does Homeproven.com offer guarantees?

Yes, the Homeproven PLUS and Homeproven SMART packages offer full lifetime hardware and service warranties. The Homeproven ECONOMY package can be upgraded for $5 more a month.

We also provide the following unique guarantees.

  • Lifetime Service Warranty: Many companies will charge more initially or more per month for their warranty plans, but for those customers who choose to purchase our PLUS or SMART packages we offer full servicing at no cost to you, which includes parts and labor. Click here for more detail. 
  • Free Move  At HOMEPROVEN we recognize that sometimes plans change and you may be relocated to another state or city.  As long as you are a current customer we will move the system anywhere within our service area at no cost to you. Unlike other companies, there is no minimum time limit before this benefit becomes available. Click here for more detail.
  • Theft Protection: Included as part of your base package, if you have property loss due to a burglary while being monitored, your paid insurance deductible will be reimbursed up to $1000.00 maximum. Click here for more detail.
  • False Alarm Protection: Most companies don’t warranty against false alarms, but we know that the concern of additional fines can often keep customers from using their security system. We will protect you against false alarm fines that result from equipment failure. Click here for more detail.

Do you have any partners, or do you do everything yourself?

Our design is to offer you a best-of-breed architecture.  We select market-leading partners who specialize in monitoring, customer service and the latest in home security technology.  A Homeproven service package includes three key partners :

  • Security Networks:  World-class 24x7 monitoring and customer service, servicing nation-wide customers since 1988.  We chose Security Networks because of their reputation for customer and partner service, and unique vision in expanding to service customers online.
  • 2GIG: Market-leading security hardware manufacturer.  We chose 2GIG because of their specialty in touchscreen control panels and wireless components, as well as their native integration with wireless monitoring and the future potential of extending to controlling other parts of the home via the Z-Wave API.
  • Alarm.com: Service for remotely arming and disarming systems, as well as video and energy monitoring via the Internet.  Alarm.com is the market leader in Internet-based interactive monitoring.

 How reliable is your service?

Homeproven partners with Security Networks to provide via a UL-certified, 24x7 secure facility with full redundant systems, including redundant powers supplies, UPS on each circuit, and multiple diesel generators.  The telecommunications system has triple redundancy with multiple phone service providers and multiple network providers.

Where is your monitoring center located?

It is based in Orlando, FL.  See www.marlincentral.com for more details.

How can you afford to charge less?

We have a direct channel with you, the customer, so that we don’t have to pay a high commission to a salesman.  These savings are in turn passed on to you.  We’ve found that this can save you more than $300-$400 initially and $10-$15 dollars a month off monitoring.

Where is HOMEPROVEN based?

Homeproven is based in Bellevue, WA, and services the surrounding area.   We will be expanding to service other major metropolitan areas in the Q1 2011 timeframe. Now in Pittsburgh, PA!

What qualifications are required to purchase a home security system?

You must own the house or business where you want us to install the security system. 

How do I get started?

Click here.

PRODUCTS

What should I consider in choosing a security system?

When choosing a company to secure your house, you can choose from often dozens of options.  Most companies sell the exact same equipment and based on brand recognition mark up their prices. 

Homeproven stands alone in offering their customers an affordable, end-to-end buying process where you don’t have to deal with a representative that will try to up-sell you expensive add-ons that are often times outdated and overvalued.

Time and again we’ve heard reasons why people lack faith in current security systems.  We have responded by offering systems that address those concerns and resolve them.

Aren't security systems hard to use?

This was true in the past.  Recent innovations have made using a security system very easy.  The systems we offer are designed specifically for ease of use.  Our 2GIG GO!Control panel (featured in the Homeproven PLUS and SMART packages) is designed so that you can use your system without fear of setting it off my accident.  Additionally, the attractive touchscreen interface lets you add something attractive in your home, and not an eye-sore.

What if my phone line gets cut or the power goes out? 

Modern alarm systems prevent burglars from cutting phone lines to work-around alarm systems. Our PLUS and SMART packages are designed with an internal cellular chip that communicates with us through a cellular signal.  This is available as the primary communications channel, or as a backup to a phone line.  It is important to note that most companies will charge an additional $100.00 to $300.00 for a cellular add-on, as well as up to $54.00 a month.

What if I don’t have a phone line at all?

With our new cellular chip you don’t need one.  If you have Comcast or any other internet or cable based phone, we strongly recommend that you install a cellular system because if you lose service most of those systems don’t come with a backup battery and you may lose security service.

How fast do you respond?

As with every security company our response time is based on the local law enforcement.  That being said, our average response time to the police is 30 seconds.  Some of our systems come with Two Way Voice Monitoring which allows us to verify and dispatch quicker than normal systems.

How long of an installation should I expect?

Unlike other companies that use hard-wired sensors and detectors, our PRO and SMART packages are entirely wireless.  The average hard-wired system takes longer than a day to install.  Our average installation time for a basic system is less than an hour.

Once the alarm goes off, what happens?

A signal is sent to our monitoring partner Security Networks and we try contacting you at your house to confirm that the alarm is real.  If the alarm is real, or we can’t reach you we will call any other contact information that you give us (work, cell, neighbors) and dispatch the police, fire, or medical – depending on the emergency.

I’m concerned about false alarms and the police showing up.

That’s normal.  Older systems have a history of false alarms for various reasons.  Our systems have been proven to have very few false alarms based on a few principles:

Two way voice makes it very difficult for the system to have false alarms because when an alarm occurs: we immediately connect to the home via a speaker located on the keypad and verify the emergency.

Pets are another common source of false alarms. Our motion detectors allow pets up to 80 pounds, with an "80 pound pet immunity."

We are so confident in our equipment that we warranty our systems against charges that you may receive if the police show up and charge you regarding a false alarm.

How do the door/window sensors work?

There are two parts to the door and window sensors.  Each part has a magnet.  We place the sensors on both sides of an entryway (for example: door and door frame).  When the door is shut, both magnets are close together.  If someone were to break in the sensors would separate causing a breach to the system.  This would cause the alarm to go off and we would contact the police.

What happens if I accidentally set the alarm off?

Our monitoring partner, Security Networks will call you in the event of an alarm.  If it’s false, they will ask you for a password that you choose when the system is first installed to verify that either you or someone who is authorized to be in the home has set off the alarm by accident.  They will then turn off the alarm.

Can I turn my alarm system on and off from the internet or my phone?

Our SMART package offers that feature.  You can arm/disarm via an Internet-enabled phone or via another web browser.  (IE/Firefox/Chrome/Safari/etc.)

What if I want more equipment added to the package?

At the bottom of each package summary there is an option to add additional equipment at a reduced cost.  Popular add-ons are our smoke detectors and 4 button key remotes.

SECURITY

How secure is my transaction?

 The information you provide is kept strictly confidential. And the latest electronic encryption technology ensures the secure transfer of information over the Internet.. Because account security is important to us, we have built safety measures into Homeproven which reflect the importance of this issue.  All information sent and received is encrypted via 128-bit SSL.  Homeproven makes use of the latest in technologies, standards, and business practices to guarantee customer security including: Firewall Protection, Password Security and Data Security, Secure Socket Layer (SSL), Audits and Inspections, Data Integrity, and Physical Security.

I’ve never purchased online before.  Is it safe?

Homeproven supplies you with a secure session within our shopping checkout. You will notice a padlock icon on the base of your browser when you enter our 'Store' area. This indicates that all information entered in the session is transmitted on a secure server. Shopping online is just as safe and secure than at any other time you may use your credit card to make a purchase.

How Safe Are My Credit Card Details?

When you click the ‘Place Order' button, we send the transaction directly to the bank using the latest SSL V3 encryption standard. We do not share those details with any third parties. Unlike giving credit card details over the phone, our online system automatically encrypts all your details.

What is your privacy policy?

Please click here for more details.

SUPPORT

What support does Homeproven offer?

Homeproven will deliver and install your complete system at no extra cost. This includes in-home training on how to secumre your home and use the security features.

In addition, Homeproven Support Services provides a hardware fault diagnosis and repair service for your product for the duration of the service coverage period (lifetime service warranty for PLUS and SMART packages). You can receive the support via email or telephone.

How do I contact Homeproven for Technical Support?

Click Contact Us to see options for e-mail and telephone.

What if Homeproven determines a service visit is required to replace a part?

Homeproven will call or email you to set up an appointment to send a technician to your home to service the equipment.