KEN KIRSCHENBAUM, ESQ ALARM - SECURITY INDUSTRY LEGAL EMAIL NEWSLETTER / THE ALARM EXCHANGE You can read all of our articles on our website. Having trouble getting our emails? Change your spam controls and whitelist ken@kirschenbaumesq.com ****************************** dumping difficult customer over fines September 20, 2025 *********************** dumping difficult customer over fines *********************** Ken Customer pissed because they had lots of false alarms they ignored, and got fined. They want to cancel, which I am very happy to let them go (problem customer). I made reference to the paragraph about alarm company not being responsible for false alarm fines. They asked for a copy of the contract within 5 business days. What are my options? Should I just turn it over to you? Appreciate your emails, advice and Eileen. Withhold name please. *********************** Response *********************** Having rights under the contract doesn't always mean you should enforce those rights. Difficult customers can usually be dealt with by charging for anything and everything they are not entitled to but ask for anyway. If you've been "bothered" by a difficult customer then the collection process may be more troublesome for you; it might be better to cut bait and move on. This may especially be the case if this is an isolated incident with a rare customer. If this problem keeps popping up then you need to change policies and procedures to invoice for services you are entitled to bill for and pursue collection to enforce your contract rights. The disclaimer regarding alarm fines could not be clearer in the K&K contract. Customers are entitled to a copy of the contract; it should have been provided when the contract was signed, and if this is residential the cancellation form provided as well. You should comply with the customer's request for a copy; make sure it's fully executed copy. *********************** STANDARD FORM AGREEMENTS: To order up to date Standard Form Alarm / Security / Fire and related Agreements click here: www.alarmcontracts.com *************************** CONCIERGE LAWYER SERVICE PROGRAM FOR THE ALARM INDUSTRY - You can check out the program and sign up here: https://www.kirschenbaumesq.com/page/concierge or contact our Program Coordinator Stacy Spector, Esq at 516 747 6700 x 304. *********************** WEBINARS: https://www.kirschenbaumesq.com/page/alarm-webinars *********************** ALARM ARTICLES: You can always read our Articles on our website at www.kirschenbaumesq.com/page/alarm-articles updated daily ******************** Wondering how much your alarm company is worth? Click here: https://www.kirschenbaumesq.com/page/what-is-my-alarm-company-worth *********************** THE ALARM EXCHANGE - the alarm industries leading classified and business exchange - updated daily ************************* PODCASTS: https://podcasts.apple.com/us/podcast/ken-kirschenbaum-presents/id1794851477 ************************* Getting on our email list / Articles archived: Many of you are forwarding these emails to friends or asking that others be added to the list. Sign up for our daily newsletter here: Sign Up. ************************** Ken Kirschenbaum,Esq Kirschenbaum & Kirschenbaum PC Attorneys at Law 200 Garden City Plaza Garden City, NY 11530 516 747 6700 x 301 ken@kirschenbaumesq.com www.KirschenbaumEsq.com
