Frequently Asked Questions

Listed below are some of the most commonly asked questions. If you have a question that is not listed or you did not find the answer you needed, please contact our office for assistance.

 

Security Services

+I have been told security officers cannot do more than write reports, is this true?

Officers in the State of Texas have more authority than most are aware. Officers are allowed to exercise powers of arrest, within property boundaries, for felonies, assaults and breaches of the peace to name a few. While certain companies choose not to allow their officers to do so, we believe in curbing crime and taking a proactive approach when necessary.

+How much liability coverage should my security provider have?

The Texas Department of Public Safety Private Security Bureau only requires companies to carry $100,000 for each occurrence of bodily injury and property damage, $50,000 each occurrence for personal injury and a total aggregate of $200,000 for all occurrences.

While most companies within the industry that employ armed officers, provide personal protection and conduct private investigations carry amounts that greatly exceed these limits, ultimately it will be up to your company to decide what types of coverages and limits are required before a company can provide their services.

Your security provider should be able to provide you with an insurance certificate detailing their coverages and limits, naming your company as additionally insured before signing any type of agreement to provide services.

+I am under contract with another security provider, how do I terminate services?

There is no such thing as a "generic" service agreement. For example some security providers attempt to lock their clients into a long term service agreement that may obligate them to stay with the provider for an extended amount of time, usually 90 days - 6 months or more. Our service agreements have a 30 day term with a 30 day automatic renewal and a 30 day written request for cancellation. Special event agreements are only written for the duration of the event; i.e.: A 2 day special event would only have a 2 day service agreement.

It is always in your best interest to review the service agreement you were given. The majority of security providers require at minimum a 30 day written notice of cancellation however under certain circumstances you may be able to terminate your current provider with little notice due to certain acts of negligence on their part.

+How do I access reports and media from a prior incident?

In accordance with Texas Department of Public Safety Private Security Bureau we archive daily activity reports, incident reports and any digital media pertaining to incidents for a minimum of 2 years.

To access archived material please contact your area office for assistance.

Billing & Payments

+How do you bill for your services?

Services are billed in accordance to their service agreements and billing cycles are on the 1st and 15th of each month. Specialty services like private investigations, personal protection, or event security may require a deposit before services can be rendered. Any concerns about billing should be addressed prior to entering your service agreement.

For Example: If your service agreement states you will have an armed officer on your property 40 hours a week, and you start services on January 1st, you will receive a bill on January 15th for the total amount of hours worked for those 15 days plus any additional services rendered. The due date for the invoice will be either be "On Receipt" or "Net X" per the service agreement.

Patrol services are billed at a pro-rated amount from the first day service starts and will be billed again on the 1st of every month in accordance to the service agreement. No refunds will be given for early termination of patrol services.

+What payment methods are currently accepted?

At this time we accept credit cards, debit cards, money orders, checks, cash, or electronic transfers by ACH. We do not accept any type of electronic checks or online payments.

Note: Electronic Transfers by ACH are only accepted from commercial clientele. Client invoices that have the letter "F" at the top right, should remit payment to the address at the top of the invoice for 3rd party payment processing.


Remit Payments To:
Texas Metro Protection & Investigations, LLC
7301 Burnet Rd STE 102-301
Austin, TX 78757

+What are your policies on late payments, chargebacks and insufficient funds?

Service Agreements Signed Before 05/15/2015: Payments received more than 3 business days after the established due date will be deemed late and will incur a 5% administrative charge. In addition any chargebacks from disputed invoices or checks returned due to insufficient funds will incur a $30 administrative charge plus any incurred bank fees.

Service Agreements Signed After 05/15/2015: Payments received more than 3 days after the established due date will be deemed late and will automatically incur a 10% administrative charge. Late fees will be added to the next invoice. In addition any chargebacks from disputed invoices or checks returned due to insufficient funds will incur a $30 administrative charge plus any incurred bank fees.

If you feel your invoice contains a billing error please contact us immediately to resolve the issue. This will eliminate any associated fees resulting from a chargeback.

+I need to temporarily suspend services, how do I do this?

Clients may, at their discretion, temporarily interrupt scheduled services for any reason necessary. Clients shall give at least 12 hours advanced notice in writing before any service interruption. Notices can be received by e-mail, fax or United States Postal Service and should include the expected date of suspension and the expected date of resuming services.

Any client request that comes without advanced notice will be responsible for a 4 hour minimum for each scheduled employee during that shift. In addition we reserve the right to terminate the service agreement if services remain interrupted for a period exceeding 14 days.