With CastleRock Security’s SecurePay^TM, our customers can pay their monitoring fees as well as any open invoices online with a credit or debit card. To make a payment on your account click here.

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You can contact CastleRock Security toll-free at 800-705-7681 to reach specific departments:

Monitoring Center
Cancel a false alarm (Police, Fire, or Medical) or inquire about the dispatch of emergency response agencies

Customer Relations
Get assistance with your monitoring service account information, billing services, and payment options

Technical Service
Get assistance with the operation of your alarm equipment, technical phone support, or onsite technical service

To submit your request online, click here.

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If you are planning to move, please contact a Customer Relations representative at 800-705-7681 who can assist you in moving your CastleRock Security peace of mind protection with you.

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You can request a CastleRock Security Alarm System Certificate calling a Customer Relations representative at 800-705-7681.

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Monitoring Center
24 hours a day, 365 days a year

Customer Relations
8:00 AM to 10:00 PM Monday through Friday
8:00 AM to 5:00 PM Saturday

Technical Service
8:00 AM to 8:00 PM Monday through Friday
9:00 AM to 5:30 PM Saturday and Sunday

All times listed above are Eastern Standard Time (EST)

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Ordering can be done by calling CastleRock Security at 800-705-7681, sending an e-mail to Information@CastleRockSecurity.com or click here and submit the online quote request form.

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CastleRock provides free, no obligation quotes for security system equipment, monitoring and installation. Simply call 800-705-7681, e-mail Information@CastleRockSecurity.com or click here and submit the online form.

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Most installations take 4 to 6 hours. Depending on the options you select, a CastleRock Security representative will be able to estimate installation time with you when your scheduled installation is verified.

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If you live where we cannot install or service your system, CastleRock Security Technical Support may be able to provide you with alternative solutions.

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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. A permit is sometimes required by a local jurisdiction for a monitoring company to dispatch emergency agencies on your behalf.

Another regulation that may apply for some municipalities, is for a Private Responder or Guard Service to be dispatched to your home or business to verify that an alarm event require police involvement.

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Contact your local police department on their non-emergency telephone number to inquire if an alarm permit is required for your installed security system.

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Included with every CastleRock Security promotional offer, the warranty covers parts and labor supplied by CastleRock for the entire time you are a CastleRock customer. At any time throughout your relationship with CastleRock, if you require warranty work to be performed on your security system, your local CastleRock Security service technician will be dispatched for a nominal trip charge.

If you prefer to not take advantage of a CastleRock Security promotional offer, or you already have a security system installed in your home, you have the option to purchase an extended warranty for your security system. Without this extra peace of mind, you will be responsible for all trip charges and non-warranty service fees in the event a CastleRock Security service technician is dispatched.

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Insurance companies recognize the actual and deterrent value of having a security system installed. They often offer a homeowner's policy premium discount if you install a monitored security system in your home. While discounts vary, annual savings of 10% are common, and depending on the type of monitoring service provided, annual savings can be as much as 20%. Check with your insurance agent today to find out about the specific discounts offered. Call (800) 705-7681 to get further details regarding a CastleRock Certificate of Insurance.

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Unfortunately, remodeling of your home or business is not covered under your security system’s warranty. If you are considering remodeling your home or business, please contact a CastleRock Security Technical Service Representative. To request a free, no obligation quote or to discuss your security needs due to your remodeling, and determine if any changes to your security equipment and/or protective services need to be made, contact us at 800-705-7681 or click here to complete the online request form.

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A central monitoring center, or a central station, is a facility that monitors security and other systems for specific situations like burglaries, fires, or medical emergencies, and will make an appropriate response. The key components of a central monitoring center is the equipment used to communicate with the security system and the people in need of assistance, the computerized receiving equipment that logs and prioritizes calls for assistance, and the professionally trained operators that respond to each situation.

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• UL listing. A central monitoring center that has received a listing from Underwriters Laboratories (UL) meets specific requirements in the areas of facility security, training of dispatch personnel and record keeping. CastleRock Security's central monitoring center is UL-listed.
• Redundancy. Does the central monitoring center have separate alarm monitoring receivers that back each other up in the event of an emergency? CastleRock Security is a fully redundant central monitoring center.
• Verification services. Does the central monitoring center offer Two-way Voice and/or Private Response (Guard) services? CastleRock Security customers may add verification services to their monthly monitoring fee, for a nominal charge.

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Security systems monitored by a qualified central monitoring center deter crime, and provide peace of mind knowing you and your family are protected.

• A recent study found that homes with monitored security systems were 2.2 times less likely to be burglarized than those without a monitored system.
• A central monitoring center acts as a silent guardian, watching over your home and loved ones 24 hours a day, 365 days a year.
• By having a monitored system, CastleRock Security can take immediate action to verify and dispatch help when an alarm signal is received.
• You can enjoy an annual savings of up to a 20% on your Homeowners Insurance by having a monitored security system.

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Many signals received from security systems do not require emergency response, such as when users trip their systems accidentally. Also, security 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 monitoring center maintains specific instructions for each customer regarding how to respond in a particular situation, thereby allowing a customized service that public authorities are not prepared to provide.

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Professional central monitoring centers 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 you at greater risk. The most basic form of verification entails the dispatcher calling the residence or business after receiving an alarm signal. Other more elaborate methods of verification are two-way voice monitoring, Enhanced Call Verification (ECV) and Private Response Service (or Guard Service). By confirming alarm signals, unnecessary dispatches of the authorities are avoided, saving you fines and embarrassment, as well as helping to ensure that the right type of emergency help is dispatched.

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For new CastleRock customers, the initial term of your CastleRock Security agreement is for 39 months when you take advantage of our promotional offer, with an automatic renewal term of 12 months.

If a customer prefers to pay for entire cost of their security system equipment and installation upfront, or they already have a security system installed in their home or business, and would like CastleRock to provide the monitoring service, the initial term of your CastleRock Security agreement is for 12 months, with an automatic renewal term of 12 months.

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The billing day for your monthly monitoring fee is traditionally the day your security system is activated. To fit your budget, you may select which day of the month works best for your payment paid by credit/debit card or by an auto-debit from your checking account. You may also make payments for your security services account online with CastleRock Security’s SecurePay^TM. To make a payment, click here.

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The monitoring fee and any applicable taxes are payable monthly in advance. The first payment is due when your system is activated and test signals are received. The installation cost and any other fees will be billed using your choice of payment plans and are due upon delivery and completion of installation or conversion.

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The monthly monitoring fee applies to the contracted services that CastleRock Security provides through our UL-listed monitoring center. These fees can be paid by credit/debit card or by an auto-debit from your checking account.

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In addition to your monthly monitoring fee, as well as any trip charges and non-warranty service fees for your security system, CastleRock Security will invoice you for any applicable state or local taxes.

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To ensure there is no interruption in your security service and to avoid any late fees, CastleRock Security’s preferred method of payment is to pay via credit/debit card or by an auto-debit from your checking account. If your only method of payment is by a Paper Invoice, CastleRock can mail your invoice to you, for a fee of $2.00, which is in addition to your monthly monitoring fee and applicable taxes.

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With CastleRock Security’s SecurePay^TM, you can update your credit/debit card or checking account information online. To change your payment account information, click here.

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If CastleRock Security receives any invoices for false alarm fines for your account, those charges will be invoiced to you. If you incur multiple false alarm fines associated with your security system, a service technician may need to be dispatched to perform a service call, and all applicable trip charges and non-warranty service fees apply.

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If your security system is currently monitored by another monitoring company and you wish to switch to CastleRock Security, you should carefully review your current monitoring agreement to help ensure that you have the contractual right to do so. CastleRock does not encourage or support the breach of any binding contract. CastleRock does encourage you to understand the terms of your current monitoring agreement.

Following are some of the many important terms that may appear in a typical monitoring agreement:

1. Term of Agreement: What is the expiration date of the monitoring agreement? Has the monitoring agreement expired?
2. Notice of Termination/Automatic Renewal: Does your monitoring agreement have an automatic renewal provision? Is it legally enforceable? Has your monitoring company complied with all applicable notice and other requirements required by state law? Have you given proper and timely notice?
3. Penalty for Early Termination: If you terminate your current monitoring agreement before the end of the contract term, is there a penalty?
4. Ownership of Equipment: Will the alarm company attempt to remove the equipment if you cancel?

If you don’t have a copy of your monitoring agreement and wish to obtain one, you may want to contact your current monitoring company to obtain a copy for your review and records. And, of course, if you have any legal questions, we strongly recommend that you contact your personal attorney.

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When taking advantage of a promotional offer, CastleRock Security has a significant investment for each customer, so it is important for us to verify a potential customer’s ability to pay their monthly monitoring fees on a consistent basis. Credit scores have always been a reliable indicator of a customer’s ability to pay.

If you prefer to pay for the entire cost of your security system equipment and installation upfront, or you already have a security system installed in your home or business, a credit report may not be required to obtain monitoring services from CastleRock.

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CastleRock Security’s extensive National Service Network includes licensed and insured security businesses who service your local area. In conjunction with CastleRock’s Service Technicians, our Authorized Service Dealers will work diligently to accommodate your schedule during normal business hours.

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By having a monitored system, CastleRock Security's central monitoring center can take immediate action to verify and dispatch help when an alarm signal is transmitted by your security system. If you choose not to have your system monitored, the monitoring interface program can be deactivated by CastleRock Security (you are subject to the terms and conditions of any monitoring agreement you have with CastleRock Security, up to and including full payment for the agreement.) By not having a monitored security system, you may no longer qualify for an annual savings of up to 20% on your Homeowners Insurance.

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