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 ****************************** what happens when customers expect more service than they signed up for July 23, 2025 ************** what happens when customers expect more service than they signed up for ************** Ken, We had a customer call who had break in; he said his system failed because he thought he had burglary monitoring. However he doesn't; he only purchased access and video services. He believed they were paying for monitoring because the contract says monitoring and other services. We confirmed with the sales person we dont have anything from him opting out of those services (we cant even be sure we offered them). Curious of your thoughts/recommended response. Dena ******************* Response ******************* The contract, presumably prepared by you or your office, clearly provides for payment of "$80 a month for monitoring and services". If you were charging and collecting $80 a month it sure looks like you were supposed to monitor the system. I dont see the rest of the contract or the Schedule of Equipment and Services. I cannot emphasize enough the importance of completing the contract properly. There is often a disconnect between expectations, yours and the customer's. You provide detection and they expect prevention, to put it succinctly. The contract needs to be clear regarding the equipment and services provided. This scenario becomes even more interesting if you were supposed to provide the monitoring and never did. I suppose I'd want to know when the relationship started and what invoices you send; how you described the service charges. A Disclaimer Notice should have been signed by the customer when the sale was made. Even access control and video services can be monitored, and the Disclaimer Notice should have noted that monitoring was declined. In fact it should have noted that no intrusion system was installed or being monitored. ******************* 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
