What to Do When Your Security Vendor Goes Silent

Your fire alarm shows a trouble signal. Last week's sprinkler inspection never happened, and despite three calls and multiple messages, your vendor hasn't responded.

This silence creates real problems. 

The fire marshal won't accept vendor issues as an excuse for non-compliance or missed inspections, and you need to maintain compliance regardless. 

Here's what to do when your security vendor stops answering.

Document Everything Now

Start a written log of every attempt to contact your vendor, including dates, times, contact methods, and the specific person you tried to reach. Save your emails and record missed appointments. 

This serves multiple purposes: it protects you during fire marshal inspections, provides evidence if you need to break a contract, and helps your new vendor understand what needs immediate attention.

Find your last inspection reports and check when each system needs its next service. Fire extinguishers need annual checks, while kitchen hood suppression systems need inspection at least twice a year. Sprinkler systems need testing every year as well.. Your fire marshal's office may keep copies if you can't locate these reports.Many municipalities use a third party administer such as Complaiance Engine to host these documents.

Tell your insurance company about the situation right away. A short written notice explaining the vendor problem and your resolution steps protects you if something happens during the transition period.

Handle Immediate Safety Issues

Dangerous problems need immediate attention.

Fire panel errors, leaking sprinklers, or damaged extinguishers require immediate help. For true emergencies, call 911. For guidance on temporary safety measures and contractor recommendations, contact your local fire department directly.

Properties with commercial kitchens, manufacturing areas, or senior living facilities face the strictest rules and biggest penalties for safety failures. If you manage multiple buildings, these high-risk locations need attention first. 

Your maintenance team should begin daily visual checks for damaged equipment, blocked sprinkler heads, and fire panel warnings. While they can't perform certified inspections, they can verify fire extinguishers have current tags and sit every 75 feet in hallways.

Meet Compliance Requirements

Call your fire marshal and explain that your vendor disappeared. 

Most fire marshals will give you reasonable time to find a replacement if you demonstrate good faith effort, but get any deadline extension in writing to protect yourself. They may also recommend a more reliable partner.

Update your compliance engine system immediately to avoid automatic violations. Losing your occupancy permit means no rent collection, a disaster that costs far more than any inspection. Healthcare facilities, manufacturers, and restaurants face even stricter requirements and can't afford compliance gaps.

Find a Good Vendor

Start by asking other property managers and management associations for vendor recommendations. 

Call their references and ask the potential vendors these questions:

• How quickly do you respond to emergency calls?
• What's your standard inspection scheduling process?
• Do you handle all work in-house or use subcontractors?
• Can you provide references from properties similar to ours?
• What happens if our primary contact is unavailable?
• How do you handle deficiencies found during inspections?

Your state fire marshal's office can confirm their licenses and certifications. They almost always are listed on your state Fire Marshal website. Legitimate companies share this information immediately.

Get a complete property assessment before signing anything. Good vendors inspect all systems, separate urgent repairs from routine maintenance, and explain everything in plain language without technical jargon.

Prevent Future Problems

Your new vendor agreement needs specific response times for both routine and emergency calls, plus backup contacts and clear escalation procedures. Schedule quarterly check-ins to review upcoming inspections and confirm they're meeting their commitments. Since fire protection systems must stay ready for emergencies at all times, staying in touch ensures nothing falls through the cracks.

Build relationships with backup vendors. Keep their contact information handy and know exactly who to call if your primary vendor has their own emergency. You never want to scramble for help during a crisis again.

When vendors fail you, quick action protects your properties and people from unnecessary risk. This plan turns a vendor crisis into an opportunity for better safety partnerships that actually deliver on their promises.

Property managers running multiple locations can simplify vendor management while maintaining consistent safety standards.