The First Line Promise
A lot of people have had bad experiences with fire protection companies. Calls don’t get returned. Techs don’t show up when they said they would. Bills show up with work nobody remembers approving. We built First Line Fire Protection to be different.
Our promise isn’t about fancy slogans. It’s simple: answer people, show up when we say we will, explain things in plain language, and be honest about what we know and what we don’t.
What you can expect on every job
When you call us for service, an inspection or a small sprinkler job, here’s what you can count on:
We call you back. Same-business-day callbacks during normal hours. We don’t disappear after you leave a message.
We show up when we say we will. If something changes, we tell you instead of leaving you guessing.
We explain things in plain language. No code words, no talking over your head.
We tell you how pricing works before we start. Whether it’s fixed price or time and materials, we walk through it first.
We don’t roll into extra work without talking to you. If we find more than expected, we stop and explain it.
Communication that doesn’t leave you hanging
One of the biggest complaints we hear is “they never got back to me.” We take that seriously. If you reach out, we respond. If we’re running behind, we tell you. If we can’t take a job or aren’t the right fit, we say that too, instead of stringing you along.
How we handle calls and emails
Same-business-day callbacks during normal hours
Clear voicemail and email responses
Straight answers about schedule and availability
Honest “yes” or “no” instead of vague promises
Pricing, unknowns and no surprise work
Fire sprinkler work isn’t always predictable. Sometimes we can see the whole problem from the start, and sometimes parts of it are hidden above ceilings or inside piping. When that happens, we don’t guess just to hand you a neat-looking price. We tell you what we know, what we don’t know yet, and whether it needs diagnosis first.
When the work is clear and simple, we’ll tell you what it will cost before we start. When it’s unknown and needs diagnosis first, we’ll be upfront that it’s time and materials and explain how that works.
We explain fixed price vs time and materials before we start
We talk to you before going beyond the agreed scope
We stop and explain if we find something bigger than expected
We tell you what’s urgent and what can wait
Respect for your building and your people
Your building isn’t a training ground or a practice set. It’s where real work happens every day, where staff and customers move around, and where equipment, inventory and records actually matter.
Whether it’s an office, shop, small clinic, warehouse bay, community building or church, we try to work like we’re in somebody else’s space and we’re guests there.
We clean up after ourselves as best we can
We keep you in the loop about noise, water shutoffs and access
We respect your tenants, customers and staff
We treat your building and equipment like it matters—because it does