ESA Adopts Stricter Policies Aimed at Improving Ethical Conduct for Members and Enhancing Service to Consumers
IRVING, Texas, March 24 /PRNewswire/ – Leaders of the Electronic Security Association (ESA), the nation’s largest and longest-serving electronic security trade association, today announced a stricter code of ethics and stronger standards of conduct for its members which represent over 2,800 U.S. security companies, employing more than 500,000 security professionals.
“The electronic security industry serves millions of customers, helping to save lives and protect property. We believe a stricter policy for sales calls, backed up by tougher enforcement, is vital for enhancing the image of our industry and creating more success for our member companies,” said Merlin Guilbeau, ESA Executive Director.
The new requirements are intended to reduce the number of complaints from consumers like Mary Jackson of Richfield, Minnesota. Last April, the 87-year-old was coerced into replacing her existing ADT alarm with a system from another company after receiving a high pressure sales presentation from a pushy, door-to-door salesman who lied and misled her. After several phone calls and letters, Jackson was able to get out of the contract and have her original service restored.
“I applaud ESA for taking a stand with this problem and making sure that its members will be more ethical and professional in the hopes that others won’t have to go through the horrible experience that I did,” said Jackson.
The new requirements include:
- Enhanced Identification: Sales representatives must carry photo ID cards and clearly state who they work for when making a sales call.
- More Respect for Consumers: When requested by a consumer, a sales representative shall immediately discontinue a presentation and leave the premises.
- No False Accusations About Competition: Sales representatives may not make any false statements about competing organizations.
- Improved Customer Contract Requirements: Written materials, which clearly and conspicuously disclose all terms and conditions, must be presented to customers when closing the sale.
- Better Refund Policies: Prior to the sale of any product or service, sales representatives must disclose all termination fees and must honor all refunds in accordance with their company’s policies.
Also in support of the change is the Council of Better Business Bureaus (BBB). In 2009, BBB received nearly 3,000 complaints against the home alarm system industry.
“BBB hears from thousands of homeowners every year who feel pressured, manipulated and misled by a door-to-door alarm sales representative and trust in the industry as a whole is being undermined by these rogue reps,” said Stephen A. Cox, President and CEO of the Council of Better Business Bureaus. “We hope these more stringent rules will encourage every player in the industry to bring integrity and honesty to the forefront of their customer service and sales practices.”
The new requirements take effect immediately and could result in termination of ESA membership for those failing to comply. For a copy of ESA’s Code of Ethics and Standards of Conduct, visit www.ESAweb.org
Formerly the NBFAA, the Electronic Security Association (ESA) is the largest and longest established trade association representing the electronic life safety and security industry. Member companies install, integrate and monitor intrusion and fire detection, video surveillance and electronic access control systems for commercial, residential, industrial and governmental clients. In cooperation with an alliance of chapter associations, ESA provides technical and management training, government advocacy and delivers information, advice, tools, and services that members use to grow their businesses and prosper. ESA may be reached at (888) 447-1689 or on the Web at www.ESAweb.org
SOURCE Electronic Security Association