Documentation guidance corrected September 9, 2026. Sources: FTC home-security buying guidance, 15 U.S.C. §7001 on electronic records and FTC cancellation guidance. Electronic format alone does not invalidate a record; other legal requirements still apply. The examples below are requests to discuss, not promises of company acceptance.
Ask the company to put the agreed change in the final service agreement or a clearly identified amendment. Confirm who can approve it and keep the accepted version. Preserve emails, texts, advertisements and notes too; their effect depends on the facts, agreement and applicable law.
You found a problem. This is the action guide.
A bad or unclear clause doesn't mean the deal is dead — but it does mean you should not sign until it is corrected in writing. This page gives you the specific steps: what to ask for, what a real written change looks like, what doesn't protect you, when to escalate, and when to walk away.
Key takeaways
Affiliate disclosure: SecurityCompassHQ may earn commissions from some links on this page, including as an Amazon Associate when you purchase through Amazon links. Commercial relationships do not determine our editorial conclusions. See full disclosure →
Ask for clear, consistent documents and retain the supporting record. The categories below describe what to check, not a guarantee about a future dispute.
Signed addendum or amendment attached to the service agreement
Ask for the agreement identifier, affected clause, exact new language, effective date and approval by authorized parties. Keep it with the original agreement.
Revised contract PDF with corrected terms, signed by both parties
Check that the corrected version includes every agreed change and that both parties retain the same accepted copy. Confirm how it replaces or changes any earlier version.
Written email from an authorized company representative
Keep the full email, sender details and attachments. Ask the company to confirm the sender’s authority and how the change relates to the agreement. Do not assume either that every email changes the contract or that none can.
Rep text message, verbal promise, marketing screenshot, unsigned note
Keep these records with dates and context. Request clear company confirmation of any promise you rely on. Do not discard potential evidence because it is informal or electronic; its legal significance is fact-specific.
The core principle: Get the final agreed terms documented clearly before committing, keep all related records, and seek agreement-specific advice if the documents conflict.
Each item below includes: what to ask for, what the written change should actually say, and what to do if the company refuses.
1. ETF formula — request clear, acceptable cancellation terms
What to ask for
Ask: 'Please confirm whether the fee is fixed or based on the remaining service balance. I would like to negotiate [requested formula or cap]. Please show how the agreed formula works at different cancellation dates.'
What the written change should say
Example request, only if accepted by the company: 'The cancellation fee is [agreed percentage] of [defined remaining service balance], subject to [agreed cap or exceptions]. Please state what charges are included and provide a worked example.' A 75% formula is not a universal standard or legal ceiling.
If refused
If the requested change is refused, compare the actual written fee with alternatives before deciding. Calculate a fixed fee as stated; calculate a percentage fee from its defined balance. They are different formulas.
2. Rate escalation ceiling — adding or capping the maximum annual increase
What to ask for
Ask: 'The rate escalation clause has no maximum percentage stated [or states X% which I find too high]. I need a written cap of [X]% annually confirmed in an addendum, or a written confirmation that my rate is locked for the full term.'
What the written change should say
The addendum should state: 'The monthly monitoring rate shall not increase by more than [X]% in any 12-month period during the original contract term. In the event of any increase, you will receive [30/60]-day written notice.' Or: 'The monthly monitoring fee of $[rate] is fixed for the duration of the original contract term and will not be subject to any rate increase.'
If refused
An uncapped clause has no stated maximum to calculate. Model clearly labeled increase scenarios, ask about notice and cancellation rights, and decide whether that uncertainty is acceptable.
3. Auto-renewal — request a clear deadline and cancellation process
What to ask for
Ask: 'The auto-renewal clause requires [90]-day advance notice. I need this reduced to 60 days in a written addendum, or I need written confirmation of the exact calendar date by which I must provide notice to prevent renewal.'
What the written change should say
The addendum should state: 'Notwithstanding Section [X] of the Service Agreement, the required cancellation notice period to prevent automatic renewal is [60] days prior to the contract end date. The contract end date is [specific calendar date]. To prevent renewal, written cancellation notice must be received by [company] no later than [date 60 days before end date].'
If refused
If the company won't reduce the notice window, note the exact deadline in your calendar immediately — 30 days before the notice deadline (not the contract end date). A 90-day notice window means you must decide to cancel three months before the contract expires. Set the reminder now, before signing.
4. Financing vs. monitoring separation — written summary of both obligations
What to ask for
Ask: 'I need a written document — either an addendum or a summary sheet signed by an authorized company representative — that states: (1) my monthly monitoring fee, (2) my monthly equipment payment, (3) the total remaining balance on the equipment loan at every year of the term, and (4) what happens to the equipment loan if I cancel monitoring.'
What the written change should say
The addendum or summary should state: 'Your monthly monitoring agreement fee is $[X]/month. Service ends on [effective date], with any final service charges or cancellation fee listed separately as [terms]. Your equipment financing obligation is $[Y]/month for [N] months through [lender name]. This obligation continues independently of monitoring status. Cancellation of monitoring does not cancel the equipment financing agreement. The remaining loan balance at any point can be calculated as [formula or schedule].'
If refused
If the company refuses to produce this summary, treat the financing exhibit as a standalone consumer loan with its own payoff schedule. Review the Citizens Pay or equipment financing agreement in isolation and calculate the full payoff at every year. Do not assume canceling monitoring ends the financing obligation.
5. Dealer vs. brand entity — confirming the legal counter-party
What to ask for
Ask: 'I need written confirmation of the full legal name of the entity I am contracting with, and confirmation of whether this entity is [Brand] directly or an authorized dealer. If this is a dealer, I need confirmation in writing of whether brand-level dispute escalation is available to me.'
What the written change should say
The addendum or written confirmation should state: 'This agreement is between [your full legal name] and [full legal name of company entity, e.g., 'XYZ Security LLC, an authorized dealer of ADT LLC']. In the event of a dispute that cannot be resolved with [dealer name], you may escalate to ADT customer relations at [contact].' Or: 'This agreement is directly with ADT LLC. No dealer intermediary is party to this agreement.'
If refused
If the company refuses to confirm the legal entity in writing, you are taking on unknown counterparty risk. Review your state's attorney general database or Better Business Bureau records for the dealer entity before signing.
6. Equipment ownership — identify what you own, finance or must return
What to ask for
Ask: 'Which items do I own now, which are financed or leased, and which must be returned? Please identify any remaining payments, removal charges and reuse limitations for the exact models.'
What the written change should say
Request an itemized equipment schedule stating ownership or lease status, the conditions for any transfer, remaining finance obligations and required returns. Ask the new monitoring provider to verify exact model compatibility separately.
If refused
If equipment ownership at term end requires additional action, additional payment, or is silent on compatibility, note this as a NEEDS CLARIFICATION item. Proprietary equipment that cannot be reused (Vivint is the primary example) reduces the value of 'owning' the equipment post-term — factor this into the total cost comparison.
Date
Record the actual signing and effective dates. Before committing to a new deal, ask for the agreed changes in the version you will accept. Later amendments should identify when they take effect.
Full legal names of both parties
Your full legal name as buyer, and the company's full legal entity name (e.g., 'XYZ Security LLC' not just 'ADT'). The names must match the names on the original service agreement.
Exact clause reference by section number
The addendum must state which section of the service agreement it modifies. Example: 'This addendum modifies Section 7 (Early Termination) of the Home Security Service Agreement dated [date].' Ask the company to identify the affected language clearly.
Revised language verbatim
The exact new text — not a paraphrase. If the addendum says 'ETF waived in the event of a move,' that is imprecise. It should say: 'Section 7 is amended to add: The Early Termination Fee is waived if the subscriber relocates to a residence outside the provider's service area, as confirmed by the provider in writing within 30 days of relocation notice.' Clarify the conditions, required evidence, notice process and deadline; specific wording does not guarantee the outcome of a dispute.
Signatures from both parties
Your signature and a signature from an authorized company representative — not just the sales rep (unless the rep has explicit signing authority). A manager, dealer principal, or company-designated signatory is preferable. Confirm the company’s approval process and keep the accepted copies, including electronic signature records where used.
Explicit reference to the original agreement
The addendum must say it applies to your specific service agreement. Example: 'This addendum is incorporated into and made part of the Home Security Service Agreement between [parties], dated [original date], and supersedes any conflicting terms in that agreement solely with respect to the provisions modified herein.'
What an unclear note leaves unresolved
This is what you should not accept as a written change:
Unclear points include the contracting company, approval authority, affected agreement and conditions for the waiver. Keep the note, then ask for those details in the company’s confirmation. Do not assume the note has no evidentiary value.
Template wording you can use to request an addendum
Send this in writing (email or text) to the rep before the installation appointment:
Before I sign, I need the following confirmed in a written addendum signed by both parties and attached to the service agreement:
[Describe the specific change — e.g., 'Section 7 (ETF) shall be amended to cap the formula at 75% of the remaining monitoring balance, calculated as a declining balance at the rate of $[X]/month.']
Please send the addendum before the installation appointment. I am not able to sign the service agreement until this is resolved in writing.
When the rep can't or won't provide a written correction, escalation is the next step — not immediate walk-away. Here are the specific triggers and the correct sequence:
Trigger
Rep refuses to provide a written addendum
Step 1: Rep → dealer manager
Ask to speak with the dealer principal or sales manager. State the specific clause at issue and that you need a written addendum before signing. Ask who is authorized to approve the requested change.
Trigger
Dealer manager defers back to the rep or says it's not possible
Step 2: Dealer manager → brand customer service
Call the brand's customer service line directly (ADT: 1-800-238-2727; Vivint: 1-800-216-5232). State that you are a prospective customer with a specific discrepancy between what the dealer offered and what the contract shows. Ask whether the brand can confirm the term in writing or whether the dealer's contract matches brand standards.
Trigger
Time pressure is being used to prevent you from getting written corrections
Pause the decision
State clearly: 'I am not able to sign today. I will review the written contract and addendum request and follow up.' An offer may expire, but that does not require you to accept terms you have not reviewed. Ask for any offer deadline in writing and decide without relying on an unverified promise.
Trigger
Dealer contract terms differ materially from what the brand advertises
Request brand confirmation before signing the dealer contract
Ask the brand's customer service line to confirm: does this dealer's contract reflect brand-standard terms? Specifically: ETF formula, rate escalation ceiling, and auto-renewal window. If the brand confirms the dealer's terms are within brand standard, proceed with that understanding. If not, you have a stronger basis for requesting corrections.
Walk away — do not sign
Escalate first, then reassess
Walk-away script
Use this verbatim if you need to disengage without confrontation:
"I'm not in a position to sign today. I'll review the written contract and my written addendum requests, and I'll follow up if I decide to move forward. Please don't proceed with any installation scheduling."
Need to identify the problem first?
Use the contract red flags guide to triage which terms are STOP SIGN, NEEDS CLARIFICATION, or normal before requesting changes.
Contract red flags →Rep made promises not in the contract?
Use the claim validator to document specific verbal-vs-written discrepancies before requesting a written addendum.
Validate what the rep said →All changes secured — ready to verify?
Once corrections are in writing, run the full 8-clause verification to confirm the contract is complete and correct.
Full contract guide →Already signed and found a problem?
After signing, check any applicable cancellation window promptly, review the actual agreement and preserve evidence of discrepancies. Available remedies depend on the circumstances.
Stuck in a contract? →Related reading: Before you sign — the full stage-by-stage pre-sign system map (where this guide fits in the complete workflow) · Contract red flags — 9 dangerous terms to identify before requesting changes · How to read a home security contract — full 8-clause verification once corrections are in place · Validate a sales rep claim — document specific verbal-vs-written discrepancies · Questions to ask before signing — 12 pre-document questions (earlier stage) · Home security quote red flags — warning signs in quotes and proposals · ADT contract length — check the offer and service term · Vivint financing explained — equipment debt and monitoring · Stuck in a home security contract? Your 5 options right now · ETF Calculator — model example exit costs using your terms · Contract and cancellation checklist — questions to verify in writing
Editorial Content
Company & Trust
Answer a few quick questions and get a personalised security plan for your home or business.
Build my free security plan →Takes 60 seconds · No email required to start