Frequently Asked Questions

Do you have a question about Acadian Total Security? See the list below for our most frequently asked questions. If your question is not listed here, then please contact us at (855) 222-3426.

General Questions

1How long has Acadian Total Security been in the home security alarm business?

We have been in the home security business for over 15 years. Since 1999, Acadian Total Security has been protecting more than 150,000 homes and businesses by monitoring security alarms across the nation. Through innovation, experience and technology, we enhance quality of life by offering complete security for homes and businesses.

We currently have technicians and office personnel that have been in the security industry for up to 20+ years each; combined to 90+ years total experience.

With locations in Houma and Lafayette, Louisiana, we install and monitor security and home automation systems, personal emergency response systems, GPS fleet and asset tracking and management, advanced video security systems, access control systems, and much more.

2Are you fully licensed & insured?

Yes, we are licensed and insured to sell and monitor home security systems in the state of Louisiana (LA-F1638). We are also licensed to monitor security systems in the following states:

Alabama-11-1155 | Arkansas-E-M 20120037 | Arizona 18075 | California 7152 | Delaware CSRSL-0059 | Delaware 13-239 | Florida AC6405872 | Illinois-128.000226 | Maryland 107-1920 | Michigan 3601206496 | Oklahoma 1927 | Rhode Island 6591 | Tennessee 1713 | Texas ACR-2991 | Texas B12950 | Virginia 11-8337

3Are you in good standing with the Better Business Bureau?

Yes, Acadian Total Security maintains an A+ rating with the Better Business Bureau.
Visit our BBB page.

4Do you offer systems with advanced home safety features, such as mobile access to my security system and home automation?

Yes!

You are in control of your home. We can help you customized solution that can work with your lifestyle and budget, and grow as your needs change. Make the most of your home security by taking control. Set your thermostat arrive home. Enter your home and have the temperature set perfectly for your arrival. Automate your indoor and outdoor lights to turn on when the sun goes down. Lock or unlock the front door, even from miles away. -Unlock a door via your smartphone.

5I noticed Acadian Total Security offers the option of a “DIY wireless” security system; is it better than a traditional wired system?

Yes, it is. It’s actually a very popular choice among business and homeowners. The development of wireless technology has improved over the past few years, and it offers many advantages over wired systems. There are no installation fees and no wires to run.

Wireless systems offer stability, flexibility, and a long-lasting battery. You don’t have to worry about drilling holes on brick walls or cement floors, keeping the beauty of your home.

If you move to a new home, just take the system with you  and install it at your new location. You don’t need an onsite technician, since each zone communicates individually with the keypad. An Acadian Total Security technician can remotely troubleshoot your system if you have trouble. Other features, such as wireless key fobs, let you control your system with the push of a button. Full control of your system through your PC, smartphone, or tablet is another advantage of owning a wireless system.

6Do I need to buy cellular service to use a cellular security system?
No. 4G cellular is included in all cellular monitoring plans, and there is no extra charge like most other companies.
7Do I need a home phone line for your system? And what happens when my phone line is cut? Does the system still send a signal to your central station?
No, a home phone line is not needed for our wireless systems. Our security systems use cellular technology to send signals from the keypad to our Central Station. Cellular security systems work independently and are not affected by home phone lines. We also offer WIFI as an additional communication path.  With these options, there is no line to cut and elimination of your home phone line could equate to additional monthly savings.
8Do you monitor my home 24 hours a day, 7 days a week?

Yes.

Our three bi-directionally redundant call centers are monitoring your home or business 365 days a year, 24 hours a day, 7 days a week.

9Do you have customer service representatives on staff with your company, and are they available around the clock to help if I have a question?
Yes, our customer service representatives are employees of Acadian Total Security and located in-house.
10 Will my alarm be monitored locally by Acadian Total Security?  What certifications and qualifications should I require of the company monitoring my security system?  
Acadian Total Security is one of the few companies who monitors their own accounts. We are 5 Diamond Certified, which means we are rated within the industry for the highest level of customer service, employing highly trained emergency response agents who work to minimize false alarms.
11Will I be provided with alarm yard signs and decals to put up around my home?
Yes, we provide two yard signs and multiple decals for doors and windows. Your installer will bring them on the day of your installation.
12Are there any discounts offered by insurance companies if I install a monitored security system in my house?

Yes. Most companies offer a discount on homeowner’s insurance when a MONITORED security system is installed in your house. Some of them even offer a greater discount if monitored smoke detectors are installed as well. Talk to your insurance company to find out what your discount would be. In some cases, this discount can more than make up for your monthly monitoring rate.

Acadian Total Security will issue you a certificate of alarm that needs to be faxed, emailed or mailed to your insurance company as proof that your home is monitored.

13If I want to add or delete names from my contact list, how do I do that?

Any changes to your contact list or any change whatsoever, needs to be sent to us in writing. Please include your name, address, account number and passcode along with the changes you request.

By Mail:
Acadian Total Security
145 Arnould Boulevard
Lafayette, LA 70506

By Email:
AcadianTotalSecurity@Acadian.com

In order to protect you from fraudulent activity, Acadian Total Security won’t accept requests over the phone.

14What are the addresses and phone numbers of the Acadian Total Security showrooms in Lafayette and Houma?
145 Arnould Boulevard
Lafayette, LA 70506
(337) 704-5924

272 Enterprise Drive
Houma, LA 70360
(985) 879-1212
15Will a security system save me money on my homeowners insurance?
Yes. Having an Acadian Security System can save you as much as 20% on your homeowners insurance.

Learn More

Equipment

1How often do you test your systems?
Our systems are currently programmed to send a test signal every 7 days and daily test signals for Fire Systems.
2What equipment will you install in my home? Is that an added cost to me? If so, how much is it?
This depends on the system you choose, but we have simple wireless systems that are easy to set up, and move if you change homes in the future.
3Do you offer systems with advanced home safety features, such as mobile access to my security system and home automation?

Yes!

You are in control of your home. We can help you bring your home security to life with a customized solution that can work with your lifestyle and budget, and grow as your needs change. Make the most of your home security by taking control. Set your thermostat before you arrive home. Enter your home and have the temperature set perfectly for your arrival. Automate your indoor and outdoor lights to turn on when the sun goes down. Lock or unlock the front door, even from miles away. -Unlock a door via your smartphone.

4What type of alarm systems do you offer?  
We offer both wired and wireless systems.
5I noticed Acadian Total Security offers the option of a “DIY wireless” security system; is it better than a traditional wired system?

Yes, it is. It’s actually a very popular choice among business and homeowners. The development of wireless technology has improved over the past few years, and it offers many advantages over wired systems. There are no installation fees and no wires to run.

Wireless systems offer stability, flexibility, and a long-lasting battery. You don’t have to worry about drilling holes on brick walls or cement floors, keeping the beauty of your home.

If you move to a new home, just take the system with you  and install it at your new location. You don’t need an onsite technician, since each zone communicates individually with the keypad. An Acadian Total Security technician can remotely troubleshoot your system if you have trouble. Other features, such as wireless key fobs, let you control your system with the push of a button. Full control of your system through your PC, smartphone, or tablet is another advantage of owning a wireless system.

6How does your Acadian Total Security “DIY wireless” security system work?

Our security system consists of a keypad and control panel combined. When the panel is armed, it receives wireless signals from all the devices and sensors programmed. When a door or window sensor is activated, a radio frequency signal is sent immediately to the keypad.

The notification is automatically sent to the Acadian Total Security monitoring center using a wireless Internet connection and/or cellular communication backup. Once our monitoring station receives the signal, the corresponding protocols are followed and proper authorities are dispatched if necessary.

7Do I need to buy cellular service to use a cellular security system?
No. 4G cellular is included in all cellular monitoring plans, and there is no extra charge like most other companies.
8Do I need a home phone line for your system? And what happens when my phone line is cut? Does the system still send a signal to your central station?
No, a home phone line is not needed for our wireless systems. Our security systems use cellular technology to send signals from the keypad to our Central Station. Cellular security systems work independently and are not affected by home phone lines. We also offer WIFI as an additional communication path.  With these options, there is no line to cut and elimination of your home phone line could equate to additional monthly savings.
9Will you install a backup power system, such as a battery, that will ensure my home alarm still works if the power goes out in a storm or if an intruder disconnects the power?
Yes, we will install a four-hour battery backup.
10Will my security system still function properly, even if I lose power at my house?
Yes. Acadian Total Security alarm systems come equipped with a rechargeable battery that usually works for up to 24 hours when fully charged. Normally, the system will detect a low battery one hour before it dies, and it will notify you by displaying a low battery icon on the keypad screen.
11Once the power is restored, your battery will automatically recharge itself. Who will install the system—one from Acadian Total Security, or another company? Are your technicians certified?
A certified Acadian Total Security technician will install your security system and additional components like video cameras and thermostats. Our technicians have many years of security installation experience.
12Will the installer(s) explain how the system works, including what the equipment is, how it works, what I need to do to program it, etc.?
Yes, they can explain how the system works and give you a brief explanation on how to arm/disarm your panel. We will also provide you with a guide that allows you to get to know your system in more detail.
13Will I be provided with alarm yard signs and decals to put up around my home?
Yes, we provide two yard signs and multiple decals for doors and windows. Your installer will bring them on the day of your installation.
14Can I have pets in my house and still install a motion detector?

Yes, you can. In fact, all of our security systems come with at least one motion detector. “Pet- immune” is a recent technological innovation that allows your pet to move freely inside your house without triggering the motion. Everything heavier than 80 pounds will be detected and a signal will be sent to our Acadian Total Security monitoring center.

Call Acadian Total Security for specific models and pricing.

15My home has battery-operated smoke detectors. Do I need to have a least one connected to my security system?

Absolutely! Battery-operated smoke detectors that are not attached to your security system will go off if smoke is detected, and will produce a loud sound, giving you time to check what the problem is, or to evacuate your home. However, if the battery is dead, your smoke detector will never alert you if there is an actual fire, putting you and your family at risk of being trapped or harmed.

Your home could also be a total loss if a fire breaks out while no one is home and first responders are not alerted immediately.

These scenarios wouldn’t happen if you had smoke detectors connected to your security system. Since the detectors are always communicating with the keypad, you will always know 1when a battery is getting low and have time to replace it before it goes dead. If you can’t get to the phone during a fire for any reason, you can be assured that our Acadian Total Security monitoring center has received the fire alarm and has dispatched fire fighters immediately to your home.  When you are not home, you can be confident that if fire strikes, monitored smoke detectors will immediately notify our central station.

16What do I do to make sure all pieces of my system are working properly  i and connected to the monitoring center?

Call our Acadian Total Security monitoring center anytime to test your system.

17Do I own the equipment or is this a lease agreement? And what happens if I move?
The equipment is yours once you purchase it. If you move to a different location and you have a wireless security package, just remove it and install it in your new residence. If you have a wired system, call one of our technicians and we will schedule a time to  set the equipment up in your new home. Once you have moved, call our Acadian Total Security monitoring center and provide your new address information.
18I already have a security system; can Acadian Total Security monitor it?
Yes we can, as long as we are able to remotely log in to your system and install our software. However, some companies use proprietary systems that do not allow their software to be overwritten. In this case, you would have to purchase new equipment through Acadian Total Security.

Monitoring

1Are you fully licensed & insured?

Yes, we are licensed and insured to sell and monitor home security systems in the state of Louisiana (LA-F1638). We are also licensed to monitor security systems in the following states:

Alabama-11-1155 | Arkansas-E-M 20120037 | Arizona 18075 | California 7152 | Delaware CSRSL-0059 | Delaware 13-239 | Florida AC6405872 | Illinois-128.000226 | Maryland 107-1920 | Michigan 3601206496 | Oklahoma 1927 | Rhode Island 6591 | Tennessee 1713 | Texas ACR-2991 | Texas B12950 | Virginia 11-8337

2What is your average alarm response time?
Our average response time is 15 seconds.
3How often do you test your systems?
Our systems are tested every 30 days.
4Do you monitor my home 24 hours a day, 7 days a week?
Yes. Our three bi-directionally redundant call centers are monitoring your home or business 365 days a year, 24 hours a day, 7 days a week.
5Do you have customer service representatives on staff with your company, and are they available around the clock to help if I have a question?
Yes, our customer service representatives are employees of Acadian Total Security and located in-house.
6What are false alarms? How can I avoid them? How many false alarm calls am I allowed before you charge me? How much will each false alarm (beyond the allowed ones) cost?

False alarms happen when the alarm is triggered, we are notified, and responders are dispatched to your house when there is no actual emergency. Although inclement weather and equipment or installation error can lead to false alarms, human error is the number one cause. Most false alarms are caused by using incorrect alarm codes, failing to secure all doors and windows before arming your system, re-entering the home after your alarm is armed, allowing pets to wander around the home and activating motion sensors, hanging objects by or around the motion sensors, and ignoring the low battery warning.

You can avoid false alarms by informing us of any changes to passcodes or authorized users, securing all doors and windows before arming your system, waiting approximately two minutes before re-entering your home after arming it, upgrading your standard motion detectors to “pet-friendly” versions, removing hanging objects that are in close proximity to motion detectors, and replacing your battery every three to five years.

The number of false alarms allowed depends on where you live. In Lafayette Parish, you are only allowed three false alarms before the police department charges a fine.

7What if I come home and set off the alarm by mistake?

An Acadian Total Security dispatcher will try to reach you via the phone number you supplied in your account. Provide your name, home address and passcode, and advise it is a false alarm.

If a dispatcher does not immediately call you, call the Acadian Total Security monitoring center at (888) 558-9911 and talk to a dispatch operator. Provide your name, home address and passcode, and advise it is a false alarm.

8 Will my alarm be monitored locally by Acadian Total Security?  What certifications and qualifications should I require of the company monitoring my security system?  
Acadian Total Security is one of the few companies who monitors their own accounts. We are 5 Diamond Certified, which means we are rated within the industry for the highest level of customer service, employing highly trained emergency response agents who work to minimize false alarms.
9What if I press my system’s panic button?

When the panic button is pressed on your keypad, it sends a high priority signal to our monitoring center. The proper authorities are dispatched immediately.

For a fire panic, the fire department will be dispatched first, then the responders will be called.

For a police panic, police will be dispatched first. Responders won’t be called in, except for those who do not live in your home (such as neighbors, or family members living somewhere else). You will not be able to cancel this type of emergency.

For a medical alarm, you will be called first, and then an ambulance will be dispatched upon your request.

10What do I do to make sure all pieces of my system are working properly  i and connected to the monitoring center?

Call our Acadian Total Security monitoring center anytime to test your system.

1. Call Acadian Total Security at (888) 558-9911.
2. After giving the dispatcher your name, home address and passcode, ask for your system to be placed on test mode for an hour.
3. Arm your system. Open and close all doors and windows, walk in front of motion sensors, and use the panic buttons on your keypad.
4. Disarm your system.
5. Call Acadian Total Security back to check that the monitoring center received all alarm signals, and then ask the dispatcher to take your account off of test mode. If some or all alarms signals were not received by our monitoring center, you will need to transfer to a technical support representative.
11If I want to add or delete names from my contact list, how do I do that?

Any changes to your contact list or any change whatsoever, needs to be sent to us in writing. Please include your name, address, account number and passcode along with the changes you request.

By Mail:
Acadian Total Security
145 Arnould Boulevard
Lafayette, LA 70506

By Fax:
(337) 291-4205
By Email:
AcadianTotalSecurity@Acadian.com

In order to protect you from fraudulent activity, Acadian Total Security won’t accept requests over the phone.

12I already have a security system; can Acadian Total Security monitor it?

Yes we can, as long as we are able to remotely log in to your system and install our software.

However, some companies use proprietary systems that do not allow their software to be overwritten. In this case, you would have to purchase new equipment through Acadian Total Security.

13What are the addresses and phone numbers of the Acadian Total Security showrooms in Lafayette and Houma?
145 Arnould Boulevard
Lafayette, LA 70506
(337) 704-5924

272 Enterprise Drive
Houma, LA 70360
(985) 879-1212
14Can I self monitor my home security system?
Acadian Total Security offers self-monitored home security and home automation options that will save you money. Call 855-222-3426 for more information.

Billing

1What are your average prices, including installation charges and monthly monitoring fees?

Yes, we provide written estimates to all customers. Contact us today to schedule an appointment!

Prices vary depending on the type of system you purchase, but on average you can expect to pay anywhere from $99 on up for equipment and installation. We have several payment plans and options available to fit your needs.  Our monitoring fees range from $29.99-$49.99 per month depending on your contract and equipment.

2Will you provide me with a written estimate? Will someone from Acadian Total Security inspect my home to help me determine what kind of home alarm system I need?
Yes, we provide written estimates to all customers. Contact us today to schedule an appointment!
3What equipment will you install in my home? Is that an added cost to me? If so, how much is it?
This depends on the system you choose, but we have simple wireless systems that are easy to set up, and move if you change homes in the future.
4Do I need to commit to a certain length of time in my contract? If so, what is the minimum contract length? Are your rates different based on the length of my contract?
We have many contract options and will work with you to determine which contract is best for you.
5Does my alarm system have a warranty, including equipment and labor? How long is it? Is there an extra cost for it?
Yes, our warranty covers your system for one year, but it does not include any natural disasters.
6Are there any discounts offered by insurance companies if I install a monitored security system in my house?

Yes. Most companies offer a discount on homeowner’s insurance when a MONITORED security system is installed in your house. Some of them even offer a greater discount if monitored smoke detectors are installed as well. Talk to your insurance company to find out what your discount would be. In some cases, this discount can more than make up for your monthly monitoring rate.

Acadian Total Security will issue you a certificate of alarm that needs to be faxed, emailed or mailed to your insurance company as proof that your home is monitored.

7Do I own the equipment or is this a lease agreement? And what happens if I move?
The equipment is yours once you purchase it. If you move to a different location and you have a wireless security package, just remove it and install it in your new residence. If you have a wired system, call one of our technicians and we will schedule a time to  set the equipment up in your new home. Once you have moved, call our Acadian Total Security monitoring center and provide your new address information.