This business is not BBB accredited.

Alder

Phone: (844) 442-5337 View Additional Phone Numbers 450 N 1500 W, Orem, UT 84057 http://alder.com/ View Additional Web Addresses


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Alder include:

  • 226 complaint(s) filed against business
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Alder include:

  • Length of time business has been operating
  • Response to 226 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

226 complaints closed with BBB in last 3 years | 115 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 57
Billing/Collection Issues 20
Delivery Issues 4
Guarantee/Warranty Issues 5
Problems with Product/Service 140
Total Closed Complaints 226

Additional Complaint Information

If you have a complaint with the company or would like to have a technician sent out to your home, please contact Brandt Neider at brandt.n@alarmprotectionusa.com prior to filing a BBB complaint.

BBB files indicate that the business has a pattern of complaints alleging sales misrepresentation. Complaints allege that sales representatives indicate that Alder or Alarm Protection has taken over their old alarm company or are there to complete an upgrade on the consumers current alarm, which is untrue. Consumers also allege when cancelling within 3 days (per the FTC three day cooling off rule) the company didn't make arrangements to claim the equipment so it was discarded and the consumer is then charged for it. 

Customer Reviews Summary Read customer reviews

54 Customer Reviews on Alder
Customer Experience Total Customer Reviews
Positive Experience 47
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 54

Additional Information

BBB file opened: December 22, 2009 Business started: 12/30/2008 in UT Business started locally: 12/30/2008 Business incorporated 12/30/2008 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DOPL - Professional Licensing
160 E 300 S 4th Fl, Salt Lake City UT 84111
http://www.dopl.utah.gov
Phone Number: (801) 530-6628

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Adam Schanz, Owner Mr. Adam Christian, General Counsel Mr. Brandt Neider, Compliance Manager
Contact Information
Customer Contact: Mr. Brandt Neider, Compliance Manager
Principal: Mr. Adam Schanz, Owner
Business Category

Burglar Alarm Systems - Dealers, Monitoring & Service

Alternate Business Names
Alarm Protection
Products & Services

This company offers installation, monitoring and servicing of residential security systems.

Industry Tips
Burglar Alarms

Customer Review Rating plus BBB Rating Summary

Alder has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of D+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    450 N 1500 W

    Orem, UT 84057

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a Senior Citizens and was working in my yard when a man came up and stated that he was from *** and needed to upgrade my alarm equipment. He had me to sign a form. I later told my daughter and she said that I had been misled by a scammed company that was not ***. I feel that he took advantage of a Senior Citizen. Now I am stuck with a high monthly alarm payment and in a contract for 5 years. My daughter call them and they were very rude and refuse to discontinue my services with paying the balance that I cannot afford to pay.

Desired Settlement: Cancel this service without any additional payments

Business Response:

August 25, 2016

 

RE:          **** ********

 

To the Better Business Bureau,

 

                We spoke with Mr. ******** on a recorded phone call prior to the installation of the alarm system and specifically asked if he understood that Alarm Protection was not affiliated with ***. He confirmed that he understood and then we proceeded with the installation. Additionally, the events in question took place on 12/12/2013 and if there issues with the sale why were we not notified years ago? We understand Mr. ******** is moving and it is our desire to be accomodating. We can waive the move fee and possibly even reduce his monthly rate. Please advise if either of these are something he would be interested in doing.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because: This company response is not true.  First of all, I was blindsided by the company's representative who took advantage of a Senior Citizen.  My daughter made contact to this company by phone and mail regarding this expensive monthly bill and contract.  Why would I change my Alarm company when my monthly bill was cheaper than this company and I own my equipment.  My daughter called and told them that I was moving out of State and plans to sale the house.  I have no need for a move fee to be waived when my daughter already has an Alarm company.  Why should I pay for something when I am not planning to live there.  I am requesting for this service to be discontinue immediately.

Sincerely,

**** ********

8/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was contacted by Alarm Protection a year before our original contract had expired. I was told my contract would be expiring soon and I would need to update the contract. I agreed to extending contract but I thought I was agreeing for 12 months. Larer my husband and I discussed the business relationship we have with Alarm Protection further and agreed we have not been satisfied with Them. We have not been contacted by the business regularly to see if we're satisfied with their service. We found they have changed their name twice without contacting us and letting us know. We have also had our alarm go off a few times and never received a call back from the company. I have also not been pleased with how they have been taking care of this current issue. I called them and asked to terminate our service. They informed me that I had just agreed on the phone to another 60 month contract. I told them I thought it was only a 12 month contract. They said they listened to phone conversation and they said I agreed to a 60 month contract. I asked to listen to the conversation but they said they couldn't let me listen to it. They said they would send me termination options in the mail. They did not so I called and found out they had sent it to an old address. They finally sent me a sheet that said to terminate I would have to pay the full 60 month agreement to terminate and I would have to call them for a termination form which I thought that's what I did in the first place. I told them I was willing to pay the 12 month contract I thought I agreed to on the phone. They refused. They have not updated our alarm and would not be out of any money if we cancel.

Desired Settlement: Terminate our original contract that has a year left. we are willing to pay that off. We would also like to not have to deal with the new contract that we did not inderstand to be 60 months.

Business Response:

July 26, 2016

 

RE:          ***** **********

 

To the Better Business Bureau,

 

                As a sign of good faith we would like to offer to reduce Ms. **********’s agreement from 5 years to 3 and reduce her monitoring rate from $50.00 to $44.99. If this is acceptable we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will accept the reduction of our agreement from 5 years to 3 and reduce her monitoring rate from $50.00 to $44.99. 

Sincerely,

***** **********

8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just a few things you may want to know about this company that I learned after my mother passed away in May: 1) When they sold her the system, she was 82 years old, they talked her into committing to a five year contract that automatically renewed, paying $48.18/mo for a simple two bedroom home; 2) The "medical call pendent" was "free", according to Alder; 3) In attempting to break the contract for over 2 and 1/2 months (including sending Alder a copy of the death certificate) each time we call we are given a scripted response of some "90 day" process. While the company is within their "90 day" window, there have been promises to expedite our request to terminate the contract, but there has not been any action to our knowledge to honor our request.

Desired Settlement: 1) Termination of contract immediately, which may include removal of security equipment in the house and 2) refund of monthly payments since May 18th for "inconsiderate" treatment of my wife and I during the numerous phone calls we made to customer service to find out what we needed to provide to terminate the contract.

Business Response: Mr. ********* and Alder are currently communicating through email and we appear to have arrived at an amicable agreement. Thank you for your assistance in this matter.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Alder has failed to provide proof that our credit card information has been permanently removed from their automated billing system.


Sincerely,

****** *********

8/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had their home security system since 2014, upon initial installment they didn't not install the smoke detectors as agreed upon. They stated that that they didn't have certified technicians to install the smoke detectors. After approximately three month it was install. It seemed to work until September 2015 in which we replaced batteries. It continued to beep so we contacted technical support the walked us through the issues then mailed us a new smoke detector. It continued to beep , we have called and talked to your tech support with no help. Near the end of June two of your sells reps came by wanting referrals, while here we spoken with them regarding the matter.they both looked at the system and smoke detectors as well as calling and talking to the the certified technician with no results. We were told that he would be coming out to inspect the system after the 4th of July. Needless to say we have not heard from anyone.

Desired Settlement: Discontinue service and dissolve contract with no fees or penalities. Reimbursement of monthly fees for June and July $110.00 . That is when the sales representatives came by and we discussed this issue in great length, were they both stated that they would get the issue resolved.

Business Response:

August 17, 2016

 

RE:          ***** *******

 

To the Better Business Bureau,

 

                We apologize for the inconvenience and would like to send a technician free of charge to fix the issue. I have also taken the liberty of giving you a month of service at no charge.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

8/23/2016 Problems with Product/Service | Complaint Details Unavailable
8/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My elderly father was approached by Alder Security representatives who told him they were there to inspect his security equipment. He thought he was dealing with *** repairmen. He is under contract with *** and had called *** earlier that morning about an equipment issue. When these Alder people showed up, he assumed they were with ***. They were not clear about being from ***. They removed his *** equipment and installed their Alder equipment. He wrote a voided check, made out to ***, because even at the end of the installation, he still believed they were with ***. That check had vanished. He signed his signature on an ipad that one of the Alder people had. They put him into a 5 year contract, on top of his current 3 year contract with ***. When we called 3 business days later to cancel the contract, we were told by Alder that we were outside of the 3 days. My father received no Alder paperwork with his signature. When we asked where the signed contract was, Alder told us that all his signed contracts were sent to his email. We told Alder that my father doesn't have email because he doesn't own a computer. They provided us with an email they sent it to. My father said they gave him that email and asked him to give them a password. When we tried to look up this email (that they made for him) there is no existing email. They have his banking and personal information and he has no record of any transaction. They used devious and deceptive tactics to target an elderly man. When we tried to resolve the situation with Alder, we got no where. At one point, one Alder representative told us to just "stop paying on the *** contract. Your father's credit will be hurt, but at his age, what does that matter?" My father's bank account was debited once from Alder, but we have since instructed his bank to stop payments to Alder.

Desired Settlement: We are seeking termination of the Alder contract with no future payment owed to the company. We are also seeking reimbursement of the debited amount.

Business Response: Please respond with some identifying information for your father so we can locate his account. A name or address will do. Thank you.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

8/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My parents are elderly -fighting cancer and has Alzheimer. A rep went out an signed them up for service and they are not mentally capable to make a decision has such. My sibling and I've contacted Alder Alarm they are so rude and unwilling to resolve the issues. Wanting my parents to may a unrealistic cancellation fee.

Desired Settlement: To cancel my parents account with no fee being paid by my parents

Business Response: Please respond with your parent's name or address so we can identify the account.

8/13/2016 Problems with Product/Service
8/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a phone call from a representative of Alder in May 2016 explaining about an upgrade security system for windows that I qualified for, for an extra $10.60 per month. I agreed to the installation but I had to cancelled for personal reasons, even though I never received the services, I was charged for 3 consecutive months, despite the fact that I was calling on a monthly basis but no one refunded me anything. Today, July 29 2016 , I received my credit card statement with again the extra charged and I called not only to get the refund but to cancel the services. Surprisingly, I was told again, that the refund will be on my next bill as well as the correct amount that I should be billed but in terms of cancelling my services that, could not be possible, because I verbally agreed for another 60 months of services when I upgraded in May.

Desired Settlement: I would like to terminate the upgraded services that Alder claims I agreed upon and never took place ,where there is no contract sign except the one I signed on July 14, 2012 for the original services and also to be refunded for the overcharge.

Business Response:

August 4, 2016

 

RE:          ******** ******

 

To the Better Business Bureau,

 

                Ms. ******’s refund was applied to her account and her rate was reduced down to $44.99 on 7/29/16. The reason Ms. ******’s system was never upgraded is because she left the country and we were unable to access the alarm system. At her convenience we will be happy to dispatch a technician to complete the installation and as a courtesy to her, we will not increase her monthly rate as we had previously planned.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

8/11/2016 Billing/Collection Issues | Complaint Details Unavailable
8/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been with alder for a little over a month now and have had nothing but problems with the system as far as the cameras go. Most of the time they won't link to the Internet. Also the sales manager told me the system would be "fully functional" if the power goes out and that's not the case. In fact it is useless if my Internet stops working. All a burglar has to do is cut the power and kick the door in and unplug the alarm panel. Price is not worth the quality of the alarm system. Tried calling to cancel a week after I had the system and was told no immediately because my 3 day window had already passed. Tried calling again yesterday and was told the same thing. A honest company would give a longer time to test the product if it was truly a reliable and quality system. Unhappy!

Desired Settlement: Cancel my services with no penalty.

Business Response:

July 28, 2016

 

RE:          ******* *****

 

To the Better Business Bureau,

 

                Our records indicate we were never made aware that there was a problem with the cameras. We are happy to dispatch a technician to resolve the issue.

                With all due respect Mr. *****’s statement that “All a burglar has to do is cut the power and kick the door in and unplug the alarm panel,” is not accurate. The technician will be happy to explain how the alarm system functions when he arrives to look at the cameras.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Business Response:

August 5, 2016

 

RE:          ******* *****

 

To the Better Business Bureau,

 

                We are happy to dispatch a technician at no charge to resolve any issues the cameras may be having, and we will credit Mr. *****’s account one month of service at no charge as a sign of good faith, but we are unable to release him from the contract at this time.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:

I would like a early termination package sent to my home. I am not keeping the services. I also will inform others to stay away from this company.

Sincerely,

******* *****

8/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Alder is practicing deceptive sales issues. The Salesman / representative made several false promises and made several false statements during the sales presentation. While signing contract documents on his broken phone, he stated there was no contract and that we could cancel at any time. He said there would be no installation cost, we would get first month free, he would install a smoke / fire detection system, and we would get an extra remote control. None of this was true. We are now under a 5 year contract. We are paying installation charges. We got double charged for the first month. No smoke / fire detector was installed, and no extra remote was provided. After contacting the sales guy (Colton P*****), he said he would have the service cancelled at no charge. Afterwards, the sales guy will not answer or return calls, and customer service says they can not contact him to confirm what he promised. The promises were not in the contract, and Alder is not willing to cancel the service. Deceptive Sales !

Desired Settlement: Cancel contract and discontinue service at no charge.

Business Response:

July 29, 2016

 

RE:          ******* *****

 

To the Better Business Bureau,

 

                I have attached the contract that was signed and the list of equipment we agreed to provide. Please let us know which of these items you have not received. Additionally I have credited your account 2 months of service at no charge to cover the free month you mentinoed in your complaint and the activation fee you were charged.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Business Response:

August 5, 2016

 

RE:          ******* *****

 

To the Better Business Bureau,

 

                We are willing to release Mr. ***** from the agreement, however, we like to extend an offer of reducing his monthly rate to $44.99 if he would like to stay with Alder. If he would still like to cancel we will honor his wishes.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accept and appreciate Alder's offer to release me from the contract. I would appreciate it if Alder would contact me directly and arrange for removal of the equipment they installed so that I would not be accountable for the cost of that equipment. The thermostat they removed to install the remote one will need to be reinstalled at the time of removal of Alder equipment.

Sincerely,

******* *****

8/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Two men made a door to door approach to my elderly mother who has dementia. They told her that they were upgrading her system to a more efficient and up-to-date model. She believed that they were representing *** which is the system already installed with a fall detecting pendant and an alarm system. Although they were told that she was not capable of making the decision to switch her alarm service and they should contact me or my brother, they refused to listen to my husband, and installed the system anyway, disconnected *** and did not notify *** that the disconnection took place. One of the men went from neighbor to neighbor, calling them by name and told them that my mother had the system installed and recommended them as a client. The next day the President, Sam H******, was contacted and told I wanted to cancel the service. He informed me that it could be done so long as a Notice of Cancellation was filed within ten days and that a Notice of Cancellation would be emailed to me. After I had not received it within a day, I drafted a letter and a "Notice of Cancellation." Both were sent regular mail, certified letter and e-mail. I also contacted Tech Support and request the Notice. I was basically given the run-around. The automatic draft continues to be deducted from my mother's account. The actions of Adler is deceiving and takes advantage of elders. This complaint is being filed because the company is a scam and takes advantage of the elderly. It is my hope that something can be done to stop their action because the health of my mother was put at risk and the health of other elders.

Business Response: Please reply with your mother's name or phone number so we know which account you're referring to.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I reject the response from Adler because I have been in contact with them more than once providing the information and the response has been to ask for the same information or the account number.  My mother is Ms. ***** **** ******** **** ******** ******** ***** *****, Phone:  ###-###-####. This is a game they are playing.  They know what they have done is WRONG!!!!

Sincerely,

 

******** ** ******

Business Response:

July 27, 2016

 

RE:          ******** ******

To the Better Business Bureau,

 

                Thank you for providing us with the information needed to locate the account. I have released your mother from the agreement and submitted a request for her money to be refunded. Let us know if we can assist with anything else.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

8/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not know alder holding purchase which appears on my banking statement,which is accessing payment .

Desired Settlement: I and Renasant bank have request termination and paid offs. I'm giving 60 day notice to have equipment at my home pickup asap.

Business Response:

July 27, 2016

 

RE:          ******** *****

 

To the Better Business Bureau,

 

                Alder Holdings is the company that supplied your home security system and provides the monitoring service you have received since 2011. Please feel free to contact me with any additional questions at ###-###-####.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

8/4/2016 Advertising/Sales Issues
8/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was visited by Adler reps on July 26 &27 . On July 26th there was a noise at my front door like someone was trying to BREAKIN! I Got my GUN and went tothe door. Behind it was Alder REP Alex A*******,he explained he was selling security systems, I informed him that I had a GUN. Then asked him if he had a Lake City Permit to sell "DOOR TO DOOR" he answered NO.I also asked were his CAR WAS? He responded he had been DROPPED OFF! I told him to wait and that the POLICE were being called. HE THEN RAN OFF! 24 Hours later a second rep shows up at my door, also with out ID or Permits to sell in LAKE CITY. He explains he has legal council with him in the company van, and are going to file a police complaint that I PULLED A GUN ON THERE EMPLOYEE! He was riding in a Van with out of state Kentucky Plates ******** , He tried to get me to go to his VAN but I called POLICE. I'm a neighborhood watch captain and see how these people SCARE THE ELDERLY TO SELL , A SECURITY SYSTEM. The are DROPPED OFF and wander through yards TRESPASSING and Raddling door knobs , to sell there product.

Desired Settlement: They need to stop this despicable practice of frightening the elderly , and need to respect people property and Privacy!

Business Response: We apologize for the misunderstanding. We do not believe our representative was trying to gain access to the home, nor are we aware of anything that took place during the encounter that would necessitate the use of a firearm. Our representative didn't stay at Mr. ****'s home as he was asked due to the temperament of Mr. **** and knowing that he had a firearm in his possession.

Business Response: We have spoken with Mr. **** and the representative involved. We appreciate this being brought to our attention and wish Mr. **** the best.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

**** ****

 

Local Authorities have been notified of this companies total disregard for public safety.They do not have the proper permits to conduct sales in LAKE CITY,SC.

Their employees are inadiquitely   trained  and the proper background and criminal checks have not been done.

I'm contacting my local State representative to work on a law to require them to POST A BOND before conducting buisiness in South Carolina!

8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alder called pitching me that if I renewed my contract of 60 months that I would receive two outdoor security cameras for 5 extra dollars a month. I ended up renewing and getting the cameras. Come to find out after the cameras were installed they do not record 24 hours a day and they also do not record clips back to back. There is a gap in between recordings. The cameras only record 30-50 seconds then stop and will not start recording again for several moments later, sometime minutes later. Due to how the cameras record there is a lot missed when something happens. I called Alder tech support twice trying to trouble shoot this problem on Friday July 22nd 2016. After I was informed that they have done all they can and that this is how the cameras preform. I called to have them removed. I was told I needed to speak with the Loyalty Dept and called them 3 different times and no answer. On Monday July 25th 2016 I was informed that due to me giving a verbal on my contract there was nothing Alder could do about the cameras. I told Alder I didn't want to break my new contract, I just wanted the cameras gone and the 5 dollars a month removed due to me NEVER being told that the cameras didn't record 24hrs or back to back clips. I agreed to a new contract and price raise thinking the product I was getting would operate completely different than it actually does.

Desired Settlement: I just want the cameras removed and the 5 dollars a month off my bill for the remainder of my new contract.

Business Response:

August 1, 2016

 

RE:          ***** *********

 

To the Better Business Bureau,

 

                Mr. *********’s request for the cameras to be removed and the reduction to his monthly rate was already granted on 7/25/16. Please let us know if there is anything else we can do for Mr. *********.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********

7/29/2016 Problems with Product/Service | Complaint Details Unavailable
7/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In May 2016, I was doubled charged for the secruity system through billing which caused an overdraft fee of $72. I had to wait at least 30 days for that to even be refunded back to me. Then in June 2016, I was doubled charged again to cause another overdraft fee of $72. Which is the company's fault. I contacted the company on July 5th, 2016 about the situation cause I asked them not to take anything out of my account again since they these two overdraft fees caused me problems with paying my bill. So on the 5th of July I had local bank manager type a letter up and send it through to company about issue and also fax over the bank statement as well. The so call works are very rude. One supervisor tells me on the 5th of July the money will be put back in my account no later than July 12, 2016. As I go to check account it hasn't been processed into account as usual. So I called today July 12th, 2016 another supervisor told me that there is no way this has happened for the 2nd time when I have both bank statements in my face. And that they couldn't send overdraft fees back to account that they would have to credit our account instead. But we had already told them that we are not happy with the services due to the issue with our billing that has occurred.

Desired Settlement: I want my refund without the issues I have to go through every time I have to go through to get them back like I do. I've had a couple messed up due to this issue.

Business Response:

July 20, 2016

 

RE:          ******* ****

 

To the Better Business Bureau,

 

                The reason Mr. **** was charged twice in May, June, and will be charged twice again on July 27th is because his activation fee of $99 was split up between those three months. So in addition to his regular monthly bill of $49.99 an additional $33.00 was charged. However, due to the confusion, we still refunded Mr. ****’s money. The activation fee and monthly rate are both listed on the agreement, if Mr. **** has any questions regarding this I will be happy to speak with him. My number is ###-###-####.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: June 16th James E****** and Zachary E***** representative ask me if I wanted to upgrade my security system because the *** security system is using wires that burglars are cutting to enter into your house. Mr.E****** asked to see my mortgage papers because they just installed homeowners not renters he needed to see them 4 proof. While he was looking at the papers I WENT INTO THE KITCHEN I heard him snap the camera. I told him he did not have my permission to take a picture of my morgage. I asked him can we take a picture together for my records to make sure my mortgage will not be tampered with (he did). The installation man came in started to install ALDERS EQUIPMENT. I went back into the kitchen during his installation he stated to me he was done and he's leaving then he pulled the couch back after installing. On June 18 in the morning something fell behind my couch and I move my couch out and seeing the faulty installation that was installed buy the Elder installment man. I instantly called Saturday morning on the JUNE 18th MORNING stating that I want to cancel my contract because the installation Hotwire cut AND and not capped and wires hanging out of the installment box. Saturday morning a technician answer the phone and stated their business hours is Monday through Friday I have to call back then. She stated for me to have some type of security in my home she will help me fix the panel 4 I can lock my doors with the security panel. I call back Monday the 20th the voice mail came on and stated there were five calls before me and leave the number they were returned my call back. I waited all day and never got a call back. I called later around 6 o'clock no one answer the phone.Icalled again on the 21st of June on Tuesday morning. Dillian stated that my contracts ended. I told him the June 18th technician said business hours Monday THRU friday. He saidhave to honor the contract and they will send another installation MAN TO REPAIR WIRES. I SAY No.I have faulty wire pics and alder rep. Pic +

Desired Settlement: June 18 I called to complain technician stated business hours is Monday thorough Friday and no resolution concerning faulty WIRING could became fire in my home.Again monday the 20 no return call back again and couldn't cancel contract..Again 21 Tuesday and ALDERS default on their contract and refuse to pick-up their equipment and now mailed LETTER demanding mE TO HONOR MONTHLY CONTRACT.June 21 4PM AT MY BANK FAXED AND STAMPED TIME, THEN COPY OF CANCELLATION CERTIFIED MAIL.call my bank for fraud

Business Response:

July 20, 2016

 

RE:          ******* **********

 

To the Better Business Bureau,

 

                It is our understanding that one of our competitors removed our system and put theirs in its place. We are happy to dispatch a technician at no charge to reinstall our system and to check for any problems. We are also willing to reduce Ms. **********’s monthly rate from $54.99 to $49.99 as a sign of good faith. If this is acceptable to Ms. ********** we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: An Alder technician, Tyler M******, visited my home June 4, and offered to upgrade my current alarm system. He purposely deceived us into believing Alder was somehow affiliated with our existing service provider. I learned of this deception beyond the three-day grace period and I am now locked into a 60-month contract. When I attempted to void this agreement, I was threatened with ruin to my credit report and a penalty of $2,000 for severing the contract. If I had known Tyler M****** was not affiliated with my existing provider, I never would have signed the agreement or even allowed him into my home. My daughter has since learned that this company has an extensive record of deceitful practices among elderly consumers like me. I am 79 years old.

Desired Settlement: My family and I hope that my contract with this deceptive company is voided without penalty. If I had known of the deception, I never would have entered into this agreement. We appreciate any intervention that will result in this remedy.

Business Response:

July 14, 2016

 

RE:          ******** ****

 

To the Better Business Bureau,

 

                We spoke with Mr. **** just before the installation of the alarm system and asked if he understood that Alder was not affiliated with his previous provider and that he was signing up for new services through a new company. Only after Mr. **** stated that he understood did we proceed with the installation. We have attached that portion of the phone call for your review.

                If Mr. **** is still being billed by his previous company please have him provide us with a final bill and we will be happy to assist him in paying the balance.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Business Response:

July 22, 2016

 

RE:          ******** ****

To the Better Business Bureau,

 

                The complaint as stated by the customer is “An Alder technician, Tyler M******, visited my home June 4, and offered to upgrade my current alarm system. He purposely deceived us into believing Alder was somehow affiliated with our existing service provider. I learned of this deception beyond the three day grace period.” In the call that I attached in our original response the question is asked of  Mr. **** “Do you understand that Alder does not have, nor has ever had, any relationship with ********?” Mr. **** responded “yes.” This call was made before the system was installed and the three day right of rescission began the day after. Regardless of what Mr. M****** may have said to Mr. ****, the claim that he was not informed that we were a separate company from his previous provider has been proven to be incorrect.

                We are still willing to pay the remaining balance of Mr. ****’s agreement with his previous provider and  to help in any other way that we can but we are unable to cancel the agreement at this time.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because:As I previously stated, I was coached by Tyler M****** on how to respond to the questions. Clearly the need to record customers' conversations is a clear indiction that Alder anticipates these kinds of challenges.  Despite my answer, I was under the impression that Alder was either affiliated to my previous service company or had been bought out by Alder. In my confusion, I answered the question as I was instructed to answer by Tyler M******, who stood beside me and directed my answers. I am not interested in your offer to pay the balance of my previous contract. i want nothing to do with this dishonest and morally reprehensible company. 

Sincerely,

******** ****

7/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A gentle came in area to get new client to get alarm which they already have information of customer that have alarm system. The gentleman name last Parker. He stRt talk about the system to my mom and sister and at the same time get stRted put up the system . Not aware that the gentle did not go over everything and told advice of a old lady to get the system. Which seem at e time ok. Dye did give know paper nor did he say y have 3 day to cancel the service if you do not like it. She did read the information to she sign . Her name not my name . But the bill is n my name. I call on July 7 to complaint and have service disconnect . I talk to a man name Tyler which he ask for the acct and password. He stated he can not help me and that I will have to talk to some one in the morning . He provide me with this number **** *** ****. He stated that they was gone. So I process to called them I the morning to let the know that I did sign my name nor gave premission to get a alarm. They stTed u have 3 days to cancel and u have a per work that he suppose to have given u. Which I let the supervisor Park know that they was not given nor say if u was displease with the system that u have three days. Only!! They sated this is the 4 days and I told him to pull up the information where I call the night before about cancel. He stated no information was found. I was bad. That mean who every I talk to did not do nothing but listen. The supervisor stated that I can not cancel. I told he yes I can. He stated y can get done else to take over the account . I said know. He stated u or bind to the contract. So I ask what is the early terminated fee. He stated he do not know and he does not has access to it. Now that hard to believe. He stated that he will get the paperwork for me and mail it to me. First of all all was not present when the guy came there. I believe this is not a good company and help hurt the senior citizen and especially the person that does not know. They did not care at all not try to help u. They just wanted the money.

Desired Settlement: Get out of this so call contact and do not have to paid early termination fee. Due to they did say or leave paperwork to fail or stamp by the post as supervisor stated. Just say sorry. And do not charge me.. I do not wish this on no wanted. Be cRe of people come in neighbor to get people sign up for thin especially the old people.

Business Response:

July 18, 2016

 

RE:          ******** ********

 

To the Better Business Bureau,

 

                The cancellation process requires that a written notice of cancellation be sent (not necessarily received) within 3 business days to our office. We have not received a letter from Ms. ********. Regarding the claim that she didn’t sign the agreement; please have Ms. ******** send us a copy of her drivers license so that we may compare the signature to the one on our contract and we will get back to her with what we are able to determine.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because:I should not have to sent my license and plus I call on yesterday to the company and they sent me amade up letter stated what should I do. I told the gentlemen Jeremy the acct manager that I ask for a copy of the agreement/ contact and copy where they said I sign for. He stated that the contact stated it was for 5 year and I am lock into it no matter what. I either paid 3246.6 or paid 49.99. Either way they still get there money and the guy said yes. Even if I return the equipment. I was so upset I could not believe this company will do this to me or any customer. I do not wanted anything from them but to get out of this so call contact that I did not sign and they took advance of my mother. The guy Jeremy said he was going to sent me the information but if do not for sure believe him because of first account manager was suppose to sent me the same information. I told by my mom that the guy did not stated how long the service will b.

Sincerely,

******** ********

Business Response:

July 25, 2016

 

RE:          ******** ********

 

To the Better Business Bureau,

 

                We apologize for the inconvenience but an accusation of forgery is not something we can accept on word alone, it needs to be verified.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a client of Alder security service formal known as ADT for 5 years plus paying $50.00 per mth .thru life struggles I hold up to my commitment with them about a couple of mths befour my 5yrs contract expire, they send a representing from their company who miss represent the company he said that he was there to check the system to make sure it's working which he did he check the doors the alarm pad motion sensor he then said they were OK .fine he gave me a paper to signi ask him to explain for me because I did no have my glasses he went over the paper reassuring me it wasn't a contract to extend my contract as i told him earlier in our conversation that I wasn't interested in extending my contract. and he assure me it wasn't .Only to find out he lied to me it was a contract to extend my service now the company is very unhelpful I would not do this if I was wrong.....Their employee miss represent them to me by lying.Please i need your help after all they are been paid to avoid the said thing their employee is doing.

Desired Settlement: Stop the monitoring service as I requested

Business Response:

July 20, 2016

 

RE:          ****** ******

 

To the Better Business Bureau,

 

                We apologize if there was a misunderstanding as to the purpose of the document Ms. ****** signed. We would like to offer to reduce the 5 years to 3 as well as lower her rate from $49.99 to $39.99. However, if Ms. ****** would still rather cancel we will honor her wishes and release her from the agreement.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely, please cancel my contract thank you.

****** ******

7/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to cancel my service with Alder. I had one of your representatives stop by my house recently who said that Alder was affiliated with my old provider, and that they were switching everyone in my neighborhood to Alder because wires to systems were being cut. It wasn't a question of if I wanted to switch to Alder, it was presented as an upgrade that would not affect my current service. They were supposed to give me an updated system. The representative was in the room with my security system so he could easily see that it was the exact same system that the technician would later install. I didn't know at that time that I was going to receive the same system. Today I called to inform my old provider and was told they are not affiliated or working with Alder. It has become clear that therepresentative misled me. I was deceived by the representative, who was an intern going door to door by himself with no one assisting him, and will not stick with Alder because of the tactics that were used to get me to sign on. I wasn't even told that I was signing a contract for five years. I did answer to questions to a telephone representative while the seller was still at my home. But I completely misunderstood what they were doing until I called my old provider. When I try to message customer support, the emails won't go through either. I've talked to the representatives for Alder and they were absolutely no help. There was no help, and they told me they would send the information about how to cancel with them in 3 days, and it took a month.

Desired Settlement: I want Alder to cancel my service with them. I do not want to use their service for the next five years, and want to go back to my old security provider. I want to do this without paying over $2000 to end the contract. I shouldn't have to pay when I was misled and their company used dirty tactics.

Business Response:

July 12, 2016

 

RE:          ****** ****

 

To the Better Business Bureau,

 

                Prior to the installation of the security system a member of our customer service team spoke with Ms. **** and explained we had no affiliation with her previous company and that she would need to cancel with them and would be receiving new services through Alder. We did not proceed with the isntallation until Ms. **** confirmed she understood these facts.

                However, it is not our intention that Ms. **** pay both us and her prior security provider. Please have Ms. **** send us her final bill from her previous home security company and we will issue her a check to satisfy the remaining balance. Please have her contact us with any additional questions.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/20/2016 Problems with Product/Service
7/15/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contact this customer numerous time concerning my issues. This company didn't do anything but lied to me about the services and the product. The first time is that the service presents told me that they were not going to pull my credit. The next thing he told me that he will pay my previous alarm company off. I had to pay the company off so it will not effect my credit. I only had this service for entire month and I had nothing but disappointment with this company. When I told them that I want to cancel my services because they didn't do anything but lied after lied about the services. The VP call me back and promise me that he will call me back and told me that he will cancel my services when he call me back. He never call me back or did anything they say they were going to do. I just want to cancel my services without be treating me that I can't cancel I have to pay the contract out. The service represent never explain anything at all and I did not received the contract that I request yet from their company.

Desired Settlement: I want them to straight out my credit report, cancel my services and pay the money they promise to my previous alarm company. Opt me out of any contract. At this point I am very disappointed with the services and how the company handled their business.

Business Response:

July 6, 2016

 

RE:          ******* ******                                

 

To the Better Business Bureau,

 

                The agreement Ms. ****** signed explains that credit inquiry would be made to determine her eligibility of the services. We are also ready to send Ms. ****** a check to pay the balance with her previous provider but she must make her first monthly payment before we will do so. We haven’t received a payment to do date since the system was installed on 5/3/16.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled this service in the amount of time in the agreement. I called to talk with a representative. He gave me another offer i told him ok but i felt uneasy so i called back to cancel again. They sent out papers for me to sign i never did. The alarm has not been working in months however they continued to bill me now that it has gotten to 1100 dollars they are threaten to put it on my credit. I asked the representative to send me a copy of the agreement because i know i didnt sign it they told me i gave a verbal agreement these people wouldnt never cancle my service i ask multiple times nor did they check to see if the service was active

Business Response:

June 28, 2016

 

RE:                        ******* *****

 

To the Better Business Bureau,

 

                The original contract was still valid, Ms. ***** expressed a desire to cancel but then rescinded before going through the cancellation process so there was no need to send another agreement. Ms. ***** doesn’t owe $1100 as stated in her complaint, she is past due $342.32. We are willing to forgive this past due amount if Ms. ***** agrees to pay the reduced monthly rate of $39.99 going forward.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:

 
Complaint: ********

I am rejecting this response because: I no longer want the service I have stressed that many times. However I called multiple times to cancel after the first time they would not let me. The service has not worked since last year they have not tried to come out or write to see if the service was working properly. I told them one time before and the representative told me


Sincerely,

******* *****

Business Response:

July 1, 2016

 

RE:                        ******* *****

 

To the Better Business Bureau,

 

                It looks like Ms. *****’ last letter was cut off. The last sentence we received states “told them one time before and the representative told me...” Please have her resend the message so we can respond appropriately.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer Account: ******. An Alder Salesman came to my Mom's door and sold her a security system that she has NEVER used. As soon as I saw it was installed we started trying to get it removed. My husband called spoke with a couple of representatives about the contract my mother signed on June 2, 2015. I am the agent of my mother’s person, medical and financial power of attorney. I am the only one authorized to handle all of my mother’s financial affairs. She has been instructed to not sign any contracts without my looking over them first. Her care taker had gone to the store and my mom signed this security contract because the Salesman said how much safer it would be for her if she fell or her husband had a medical emergency. My mother is nearly 80 years old, has early signs of Mild Cognitive Impairment and this contract was not made with a clearly sound mind. I have written letters, called Alder has ignored my request to cancel the service that has NEVER been used. The equipment was installed and never worked due to some wiring at my mom's house. Alder is still calling and sending demand letters. My mom get's really upset and cries when they call and send the letters; this is not good for her health. The latest letter is dated June 10, 2016 demanding $2759.69. I repeat, the service has NEVER been used and I cannot get anyone to pick this equipment up and stop causing my Mother heartache. In addition, my Mother does not have legal right to sign any contracts. She was coerced into signing it. She told me the Salesperson said she 'needed' to sign it to be safe.

Desired Settlement: Cancel the contract and calls/letters to my Mother, ***** *******, Account #******

Business Response:

June 29, 2016

 

RE:          ***** *******

 

To the Better Business Bureau,

 

                We received a call on 8/7/15 from someone claiming to be the son of Ms. ******* stating the agreement needed to be cancelled because of Ms. *******’s medical condition. We asked the individual, who evidence suggests was actually Ms. *********’s husband, to send in medical documentation and we would consider cancelling the contract. Documentation was never received and the account is currently $619.08 past due. We are willing to help Ms. ******* but the conflicting information we have received has made it difficult to determine the proper approach. The remaining balance of Ms. *******’s agreement is $2759.69 but we would be willing to release her from the agreement if instead she pay the past due of balance of $619.08. If this is acceptable we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On May 12 2016 I ( ****** ****** ) contacted the company Alders (apparently operating also as Alarm Protection Tech) & spoke with Tomm Q**** regarding their different types of security system / monitoring items. During the call i gave him basic information such as my name and address. Mr. Q**** then asked to place me on hold ( which lasted approx 5-7 mins ) which he stated he (Tomm ) was checking to see if they could service my area. Then he comes back on the phone and says Yes , we can service your area. So we (Myself & Tomm set up a meet for the following Monday which would have been May,16,2016 @ 1:30pm. However the morning of May 13,2016 i (****** ) receiving a emailed from one of my credit monitoring services letting me know that my credit file has changed. So i called to see what was going on. ( Because I personally haven't requested credit inquiries, applied for any credit or credit limit increases in over a year> My credit is something i take very serious.) So Tomm apparently took in upon himself to do a credit check on me (******) without my knowledge or consent. That's illegal & possibly FRAUD ( MEANING ACCESSING MY CREDIT WITHOUT MY CONSENT OR KNOWLEDGE) I've called their Corporate Office several times and spoke with Brett ( a manager in cudtomer loyalty and he also told me (******) that's not how they do business and even faxed them a letter that I typed of my complaint. By their employee taking it upon himself to check my credit it affects/lowers my credit score and it will remain on my credit file for 2 years. I called all 3 Major Credit Bureaus and notified them of this Fraudulent act and the credit bureau states they Alarm Protection Tech is needs to send myself a letter & the credit bureaus to have this fraudulent act removed from my credit file. I just wonder how many more people this company has done this to also. (I'm just one person that was able to catch it due to myself having credit monitoring because I have been a victim of fraud and stolen identity. I have a letter that i fax to the company and I'd also like to fax it to your company so you can view it as well. This matter is very upsetting to me personally. Also please note I called their company again today June,6,2016 and spoke with Brett ( customer loyalty manager in the corporate office again and he informs me that Tomm is wanting to speak with me (******) to help me get an better understanding. I (****** ) declined. Because personally how do you make it okay for taking it upon yourself to check someone check without the consent or knowledge??? Tomm can send me a letter explaining his actions in writing... He never needs to call me again, nor does he need to come to my house for any type of service they offer. He didnt even know if I was gonna get a contact with them or not, so why run my credit . ( thats what the meeting for May 16,2016 was for to see if I infact wanted their service and compare their prices with other companies I had called.

Desired Settlement: I want this credit inquire removed from my credit file immediately. I also want this company to send me a letter of apology for the fraudulent act of their employee.

Business Response:

June 14, 2016

 

RE:          ****** ******

 

To the Better Business Bureau,

 

                We have submitted a credit inquiry removal request to the credit agency and they are in the process of removing it from Ms. ******’s credit report.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Business Response: This is a duplicate, the same complaint was submitted earlier this month. The matter has been turned over to TransUnion (the credit reporting agency) and they are currently assisting the customer.

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On June 02, 2016 we contracted ALDER to installed a security system which included 2(ea) video cameras in our residence. The security system was installed on June 02, 2016 and the video cameras were scheduled to be installed on 13 June 2016. The technician came and installed the video cameras on the schedule date (13Jun2016). On 14 June 2016 we noticed that the front porch camera was not operating. I logon ALDER web site and sent an e-mail alerting them to this failure and got no response. On the morning of the 15 June 2016 we noticed that the second camera had also failed (carport). We sent another e-mail to ALDER with no response. We called ALDER numerous times on June 15, 2016 and finally got a representative. We made the representative aware of the failed video cameras and ask the representative to send a technician out to determine if the cameras were installed correctly or just failed. The representative stated that ALDER did not sent techs out for system failures. We were told to go out and check the cameras for a green light and to make sure they were getting power. These cameras a installed on the eaves of the home, which requires a extension ladder and it was also stated we might have to go up in the attic to check the wiring. We told the representative since the system had failed in less than 24 hours after being installed and we could not get any support that we would like for ALDER to take back their equipment and give us a full refund. The representative that we signed the contract on June 02, 2016 and the time period of 3 days had expired and we could not get a refund. We feel that ALDER did not fulfill the terms of the contract until all of the equipment had been installed, which was on June 13. 2016. We asked for a refund on June 15, 2016, which puts us within the time constrains. We have sent ALDER several more e-mails (tickets numbers ****** & ******) requesting support and have gotten no response. We could not evaluate the system until all of the required parts had been installed.

Desired Settlement: We would like for ALDER to refund the total amount charged and to take back all of their equipment. l

Business Response:

June 28, 2016

 

RE:          ****** *****

 

To the Better Business Bureau,

 

                Our records indicate a technician resolved the issues with the camera. Please advise if additional service is needed.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

6/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My security system turned itself off very early am on Monday June 13. A service tech is not available to come out until June 20th. I called this morning June 13 trying to get a tech to come take a look. I was told I will be charged $40 for the tech to come out next week (that is the earliest someone will be in my area) unless I wanted to renew my contract. I was also offered an option to pay the $40 this time and then pay an additional $3 a month and not be charged $40 each time my system has a problem. When I agreed to this security system I had *** ****** installed and was promised that as the *** ****** failed it would be changed to Alder at no cost. I'm paying full price for a security system that is not monitoring every section of my house yet when I mentioned to the rude gentleman on the phone that I would like to speak to someone higher up he told me he was the account manager and there was no one higher up. I would not recommend a company who does not stand by their word and does not offer 24/7 security monitoring as they advertise. Having to wait until a tech is in my area for a problem that requires immediate attention is certainly not acceptable. I have twins and an inground swimming pool. It is extremely important to me that every door and window alert me if it is opened or tampered with. At the present moment at least six (6) alarm sensors are not working and Alder has been made aware of this and seems unconcerned. I set my alarm and opened my front door and nothing happened. No alarm was sounded and no alert was announced. This is most certainly UNACCEPTABLE. My home is not being monitored yet I am being charged full price and having to pay $40 for someone to come out to fix the problem seven (7) days later?

Desired Settlement: I would like to discontinue my contract with Alder as their customer service is not up to standards. Customer satisfaction is not high on their priorities evidently. I am not willing to risk my family safety because a tech cannot come out.

Business Response:

June 21, 2016

 

RE:          ********* ******

 

To the Better Business Bureau,

 

                Our records indicate a technician recently came to Ms. ******’s home and addressed the issues. Please let us know if there is anything else that is needed.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Business Response:

June 28, 2016

 

RE:          ********* ******

 

To the Better Business Bureau,

 

                We apologize for the inconvenience Ms. ****** has experienced. I have credited her account 2 months of service at no charge. Please have her contact us if anything else is needed.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As long as this company honors what they are saying and I would love to see a better response time on issues because 7 days is unacceptable on repairing a broken alarm system. 

Sincerely,

********* ******

 

6/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a security system with Alder. I have a few issues, to which they solved but decided to cancel in the 3 day period that was given to me. I called in and they noted my account (didn't take the money out for the month of May) and I mailed in my cancellation form. On June 13th, I noticed a charge to my bank account by Alder. I called in asked why they were collecting, if they had received my cancellation and why they had not came to get their equipment. They explained that I didn't speak to the right people to cancel but saw it in my notes. I have no control over if they connect me with the right department. He said that he didn't have my cancellation form and he could not check any other of the account managers' emails and he would send an email out to them and to the receivables department to see if they can find the mailed form. He said I could not send it by fax, and he didn't know when they would find it. It has been over a month since I have sent it in. He could not stop it and advised me to call my bank to do a stop payment as he had no idea of when they would find it. I contacted the installer multiple times and he assured me in May that it was done and he would be sending someone to pick up the equipment, and again in June and I still have the equipment.

Desired Settlement: I want them to refund and come get their equipment and restore my system.

Business Response:

June 21, 2016

 

RE:          ******* *******

 

To the Better Business Bureau,

 

                The cancellation process outlined in the agreement states that the customer must send in the written notice of cancellation within 3 business days to our corporate office. We never received this from Ms. ******* and we weren’t informed of her desire to cancel until 29 days after the installation. However, it is our desire that Ms. ******* is happy with our agreement and we would like to offer to reduce her current rate of $54.99 to $44.99 as a gesture of good will. If this is acceptable we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

6/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I need to transfer my security system when I moved and I was willing to cancel the contract with *** **** ******** to fullfill my contract with Alder. When I called the first time I was told they could waive the transfer fee since they did not have to do a buyout with *** and also I was told that they would reduce my contract to 36 months if I stayed with Alder. I discussed it with my husband and when I called back to set this up I was told that could not happen that way. So i told the guy I needed to cancel and he said okay no problem. So your business would rather me cancel and lose my business then to uphold what I was told first??? What a crappy way to do business. Im very disappointed.

Desired Settlement: I would hope someone with some sort of authority to help me contacts me in order to repair this business relationship as I am a very loyal customer.

Business Response:

June 24, 2016

 

RE:          ***** ******

 

To the Better Business Bureau,

 

                I have instructed our service department not to charge Ms. ****** for moving her system to her new address and I have reduced her contract to 36 months. Let us know if there is anything else we can do for her.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

6/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Representative wrote a date of cancellation for a week after installation. Within that timeframe I did cancel and faxed what the company requested. They are refusing to follow thru with that

Desired Settlement: I want my account cancelled as of May 25, 2016 and any charges refunded

Business Response:

June 24, 2016

 

RE:          ***** *********

 

To the Better Business Bureau,

 

                Ms. ********* has been released from the agreement. A member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *********

6/23/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/19/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have Alder Alarm (Alarm Protection) for our home. After a few days of having the system installed in our home, I wanted to check something out on the contract and that is when I saw the length of the contact. When my husband and I signed up the sales representative did not tell us the contract was for 5 years, we would not have signed up for a contract for that long. I called them and they said, that is how they do things. Recently I called and asked if I could transfer my alarm system services to new owners of our home and they said yes. I told them that, we were not going to get a new home that we were living with our daughter in her apartment. Later in the conversation the agent said that the new owners would have to pay $200 to get the service in their name. I asked why because services were already in the home. The agent said that it is their policy because they will be using their equipment. I told them I did not agree with that but I would pass the information on. Well a week goes by and my husband gets a letter telling us that if we don't find someone to take over our account that we would have to pay $1455.72 to get out of our contract, continue the monthly payments until paid off or we can transfer to our new home. Either way it does not make since, if we no longer live in the home and don't have plans to get another home why should we still make payments on something that we don't have and are no longer using?

Desired Settlement: All we wish to happen if the new owners do not want to continue using Alder Alarm, is to cancel our contact without further recourse or penalties due to sale of home.

Business Response: This complaint was already sent on 5/26.

6/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am not a customer of Alder. I am a citizen in Enid, OK who was approached by a sales representative of Alder at my home. This sales representative simply asked me for my name, and we did not agree to any services or a credit check. A few days after the front door encounter with the company representative, a hard credit inquiry was made on me. I did not sign any papers, provide any information other than first and last name, or authorize anything at all. In addition, after reaching out to the company to address the issue, they took days to even get me the necessary documentation to get the credit report removed. The documentation the company provided also had an account number for me, even though I am not a customer. Storing personal information about individuals without their permission seems like it could be a major violation.

Desired Settlement: I would like to see the company keep this from happening to any other individual. It seems that the mobile application that the sales representatives at Alder use may be the culprit here. The one thing I did notice is that this sales rep used a mobile application to verify my residence at my home. This may have either triggered the inquiry or put me in a queue to be checked. This is unacceptable for a business to do without permission from the person be inquired on.

Business Response:

June 7, 2016

 

RE:          *********** ** *******

 

To the Better Business Bureau,

 

                We apologize if there was a miscommunication between Mr. ******* and our representative. As soon as we receive the signed document we will send it to the credit reporting agency to have the inquiry removed.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. At this point, unfortunately, the business has yet to successfully remove the hard credit inquiry from my credit report. I am unaware of how long it should take them, but the necessary paperwork to have the inquiry removed was submitted at least a week and a half ago. So I am still waiting on the business to do their part, but when the inquiry is removed I will be fully satisfied.

It should be known that I will not trust the business from here on out, and they have lost a potential customer forever.


Sincerely,

*********** *******

6/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was deceived into believe that I was purchasing one product when infact a different product was installed in my residence. On the 9 day of May 2016 I accepted an offer for a carbon dioxide & smoke detector. It was install on the same day on the following day it triggered my house alarm, after reading the description on the box that the device came in, I realize this product was not what I had been told it was. The product was represented as a smoke & carbon dioxide detector when if fact it is described on the box as a fire fighter (listen for an alarm this is not an alarm for fire); therefore, this contract was canceled on the 10 day of May 2016. All equipment was returned on the 19 day of May 2016. $54.11 was extracted from my account on the 11th of May 2016. The cancellation states: that the purchaser may cancel the transaction, without any penalty or obligation within three business days form May 9, 2016. I fax a copy of this agreement to the company on May 10 and May 11, 2016. I also phone the company and the re presenter, Caitlyn, stated she could only change my contract from 5 to 3 years she could not cancel the contract because she had change the contract, I was not told this until after she had already change the contract. This was intentionally done. This company has not only represented this product but also attempted to entrap me into a contract. I am a 96 year old black female, I have extreme medical issues and I am living on a limit income. I feel this company has purposely attempted to take advantage of me for these very reasons. I am seeking my entire refund; that no further contact be made to me from this business; a correction be made to my credit report if damage has occurred; and an apology from the business for the inconvenience. Sincerly, Mrs. ***** ***** May 21, 2016

Desired Settlement: I am seeking my entire refund; that no further contact be made to me from this business; a correction be made to my credit report if damage has occurred; and an apology from the business for the inconvenience.

Business Response:

June 1, 2016

 

RE:          ***** *****

 

To the Better Business Bureau,

 

                To accommodate Ms. *****, as she mentioned being on a limited income, and because there may have been some confusion about the function of some of the equipment she received, we would like to offer to reduce her monthly rate from $49.99 to $34.99. If this is acceptable we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

6/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company rep appeared(unsolicited)at door, signed an 88 yr. old man to a 5 yr. contract for in-home alarm service because he wanted a personal alarm for 86 yr. old wife. Wiring for home system already in place for previous owner so husband allowed home system to be hooked up even though he just wanted personal alarm system. Approximately a year later when system malfunctioned and wife was no longer using personal alarm, husband contacted alarm company to have system removed. He was told it could be repaired over phone, instructed to let battery charge for 72 hours (during which time an ear-piercing alarm was emitted at short intervals). He requested equipment be picked up again. He's almost totally deaf and could not understand the response to his request during phone conversation. He asked me (his daughter) to call the company, which I did the next day. Results were confusing but my understanding was the issue would be resolved. Shortly thereafter he paid what he thought would be his last bill. For many months since, he has been getting periodic calls, bills and letters. Until the most recent letter, which he finally showed me, demanding a past due balance of $399.92 or a cancellation amount of $2349.53! I called the company immediately and was told the only way to resolve the issue was to pay the larger amount owed if he wanted the equipment removed and account closed. Dad is a WWII veteran, as honest as the day is long, who has NEVER DEFAULTED on a bill and did not intend to on this one. I don't know if he forgot he'd signed a 5 yr. contract or didn't clearly understand it's cancellation terms. He's now 90 years old,spending most of his time watching and stressing over Mom's condition and this situation he thought he'd "handled". Why any reputable company would present a 5 yr. contract with this kind of cancellation policy (payment in full for rest of contract period) to an 88 yr. old person is beyond me!!!

Desired Settlement: Dad just wants the contract cancelled, the equipment picked up and his slate wiped clean.

Business Response:

May 16, 2016

 

RE:          ******* ******

 

To the Better Business Bureau,

 

                Thank you for contacting us regarding this issue. We are happy to accommodate Mr. ****** and apologize if he was lead to believe otherwise. We would like to reduce his agreement from 60 months to 36 which would make the ending date 7/23/2017. We are also willing to forgive the past due of $449.91 and begin anew 6/1/16. If this is acceptable we will proceed accordingly.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because: I asked that the system be repaired and when the "solution" was unbearable, I asked that  the equipment  be removed.  Neither has been accomplished.  After paying what I thought was last bill I found the company was still withdrawing money from my checking account for 3-4 months.  I don't have the money to pay for time remaining on contract I tried to cancel; I'm now and have been for the past 9 months, trying to pay for nursing home care for my wife.  I'm 90 years old and can no longer afford to worry about my credit rating--I have to take care of my first priority--my wife.  I'd just like the harassment to stop!

Sincerely,

******* ******

Business Response:

May 31, 2016

 

RE:          ******* ******

To the Better Business Bureau,

 

                We have cancelled Mr. ******’ account and wish him the best. A member of our customer service team will contact him shortly to schedule a time to retrieve the equipment.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager


6/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has continually over billed me for services for the last three years. They even had me take a picture of my security panel which has NEVER been upgraded since 2010 when it was first installed. I have tried to patiently request a refund and for them to credit my bank account back and they have continued to give me the run-around. Recently my back patio door was damaged and the alarm did not go off nor did they even call me. There system is obviously not working or they have disabled it.

Desired Settlement: I wish to receive a full refund for the over billing of the past three years and to end my contact with this company.

Business Response:

June 3, 2016

 

RE:         

 

To the Better Business Bureau,

 

                We apologize that when the technician originally came to Ms. *****’s home he did not have the upgraded panel with him. We have since attempted to upgrade this for Ms. ***** but she has refused.

                Ms. ***** was charged $44.99, plus tax, as required by the state of Arkansas.

                We would still like to upgrade Ms. *****’s panel and as a sign of good faith we would like to reduce her monthly rate to $39.99. If this is acceptable we will proceed with these arrangements.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, only if Alder keeps their offer of $39.99 per month for the new contact which I am requesting that they notify BBB and myself of the terms of how many months and they upgrade my panel at NO additional cost to me due to the overbilling, in which I feel I have already paid for the panel from my prospective. I am also requesting they check my back door monitor again due to I have had both of my back patio doors shot out, the most recent one occurring on June 4th and the alarm did not go off with the local police station and nor was I notified. If Alder agrees to these terms, I shall accept.

Sincerely,

******* *****

6/3/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint is for misrepresentation of business policies, charging fees not included in the contract, and locking the user out of user owned alarm equipment. I have been a customer of Alarm Protection /Alder Home Protection for nearly 3 years. I have a contract explaining the terms of service and have made regular payments. Not of the following is outlined in the contract, but have been explained as company policies that were never referenced in the contract. At the beginning of the year, I listed my home for sale and by April I had accepted an offer. As part of the sale, the buyer had agreed to take over my alarm service for the remainder of the contract. This decision was based on phone calls with Alarm Protection where we were informed that a transfer of the contract would only require a phone call. At this point, no fees or contract extensions were mentioned. A week after the sale (May 6th), I was informed by the buyer that they were going to be charged $250 or have the contract extended in order to transfer. While this was upsetting, I was willing to pay the $250 to close the deal. I wrote the buyer a check and assumed everything was settled. The following week, the buyer reached out to me again explaining that they no longer felt comfortable with our agreement. As it turned out, she had again called and attempted to make the contract transfer, but was transferred to several different departments, hung up on, and told she would have to buy all new equipment. Alarm Protection continued to put up road blocks and require additional fees to do something they had said would simply require a phone call. After the buyer backed out of our agreement, I was stuck with not only the Alarm Protection agreement, but also the alarm contract at my new address. While I was able to get out of the later agreement, I now had to transfer the Alarm Protection equipment to my new address. However, by this point I had been informed by Alarm Protection that I would have to pay $260 or extend my contract in order to change my address. At this point I would like to clarify that I own the equipment that I would be moving. Despite explaining that I would transfer and install the equipment myself, I was again told that I would have to pay the full $260 to have a technician come to my home check the cell reception. I reached out to another alarm company and they clarified that this is something that can easily be done remotely. Each representative I spoke with explained that these were company policies and that nothing could be done. My contract makes no reference to any company policies and there was no mention of such policies when I signed the agreement. I believe these practices are incredibly deceptive. They have made no attempt to work with me, but have instead tried get me to pay fees that were not in my contract. They have also locked me out of my own alarm equipment so that I cannot make an address change without one of their technicians.

Desired Settlement: I would like to be able to transfer my alarm equipment and continue monitoring service without an additional charge or extension of my contract.

Business Response:

June 1, 2016

RE:          **** *******

To the Better Business Bureau,

                We are willing to waive the fee for Mr. ******* and will install the system at his new residence at no cost.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******

6/1/2016 Problems with Product/Service
6/1/2016 Delivery Issues
5/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company was previously called APT (home security). I did not think I was being monitored anymore. I was getting failed communication alerts on my alarm keypad which would go off. I called the 888 number on the sign in my front yard and the number was no longer in service at that time. My initial search on APT with the BBB said the company no longer existed. http://www.bbb.org/central-california-inland-empire/business-reviews/burglar-alarm-systems-dealers-monitoring-and-service/a-p-t-home-security-in-moreno-valley-ca-13156044# I contacted another alarm company to begin servicing my home. I received no notification of the company change from APT to Alder. The number now works (it did not at the time I initially called), I received a call the other night from a company that must be contracted by APT/Alder that my alarm was going off - it was not, I was sitting in my kitchen - the police were called and I was charged. This was the first I had heard from anyone - I thought I was not being monitored anymore. I am disappointed with the communication from APT/Alder to its customers regarding the change. There was a time the number I had was disconnected. I hope the company can see why I called someone else. I was still getting auto-billed for my alarm service with APT. I called the number on my bank statement to let them know I want to cancel my monitoring. They offered to send someone out to change the signs and stickers at my house-I let them know it was too late. I am going with another company at this point. I was told I was in a contract until 2020! that I verbally agreed on the phone in Nov. (very shady). I remember them calling about a phone app.

Desired Settlement: I would like this 2020 contract I verbally agreed to to be cancelled with no financial obligations. Communication to me as a customer was poor. I stopped payment on the monthly charge with my bank since the customer service person at Alder refused to discontinue it at my request. He said there were only 2 options to cancel - neither option is acceptable. I went with a different company because I thought APT as a company disbanded - I should not be held under contract because of that.

Business Response:

May 13, 2016

RE:          ******* *******

To the Better Business Bureau,

                We spoke with Ms. ******* on 11/14/16 and upgraded her system and service on condition that she renew her agreement. As a sign of good faith we are willing to reduce her monthly rate to $44.99 but we are unable to cancel her contract at this time.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: My alarm system and service was not upgraded. Nothing changed. I did not sign anything to extend my contract until 2020 - that is an outrageous amount of time. The phone call I received was not packaged as a contract extension - is there a recording available? You called me, I did not call you that day. The contact number I had was disconnected and I thought I was not being serviced anymore. I received ZERO communication from you regarding this Alder change. I went with another company and have ordered stop payment on auto debits to your company. I will not be forced to remain in a contract with a sub-par, shady company that tries to trick their customers. I will continue to fight this and will not stop. 

Sincerely,

******* *******

Business Response:

May 20, 2016

RE:          ******* *******

To the Better Business Bureau,

                We are willing to cancel the renewal which extended the agreement to 11/2020 and will only hold Ms. ******* to her original contract which expires 7/2017.

Sincerely,

Brandt N***** | Alder Compliance Manager

5/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my alarm service with them I am still getting billed for equipment that is sitting in a box. I was never notified of any name changes nor was I alerted to the fact half of my system was not functioning. I wish to be reimbursed for the last three months of service and they own up to the fact they voided their contract by not notifying me about the above stated issues.

Desired Settlement: Admit they made mistakes and will take responsibility for them.

Business Response:

May 18, 2016

RE:          ******* *****

To the Better Business Bureau,

                Ms. *****’s contract doesn’t end until 9/14/17 which is why it was not cancelled. Also, information regarding the name change was sent to Ms. *****’s address which is the same listed on the complaint file with your bureau. We understand that Ms. *****’s daughter signed up with a different alarm company in March, perhaps they might be willing to release her since they installed their system where there already was one. If it would help we would be happy to discuss this with her and her secondary provider.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because: I am the person on the contract. The cancellation was sent and I did not get a notification on the name change until after I tried to cancel the contract. They have not honored their end of the agreement and because they did not honor their end of the contract the agreement is moot.


Sincerely,

******* *****

Business Response:

May 25, 2016

RE:          ******* *****

To the Better Business Bureau,

                We have honored our part of the agreement, we are sorry if Ms. ***** feels otherwise. Unfortunately we are unable to cancel her agreement at this time. If there is any other way we may be of assistance to Ms. ***** please let us know.

Sincerely,

Brandt N***** | Alder Compliance Manager

5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We signed a contract with Adler Security and they have failed to follow through with what they promised, I have tried to contact them but they won't return our calls or try to fix the problem.

Desired Settlement: I want them to cancel our contract.

Business Response:

May 23, 2016

RE:          ****** ****

To the Better Business Bureau,

                We have spoken with Mr. **** and in order to maintain good customer relations we agreed to release him from the contract.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****

5/24/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We have been contacting Adler for 3 weeks or more to inform them that we were going to move and that we needed our Alarm system moved by Friday, April 22nd because we no longer will own the house. No one ever contacted us to move and we called 2 more times before we actually moved to remind them.. the week after we moved we called to cancel and they said they would send someone to install a new system and it is the end of the week and no one has responded... we are still being charged for the service we aren't using. My husband and I both called today. I spoke with 2 managers and the last one I talked to talked to me very rude and with an attitude and refused to do anything about it. At this point we are paying for a service we aren't receiving and they refuse to cancel our service unless we pay over $300.00. Yes, we signed a contract but we are not the one that is breaking the contract, they are not holding up with their end. I feel that we have been nice about this situation until they treat us like a piece of dirt and act like they can do whatever they want. I definitely don't want to use a company that treats their customers this way.

Desired Settlement: We would like to cancel without being charged. This was not the first decision. IT was a decision we made after contacting them MULTIPLE times and them not caring. We don't want to be apart of Alder and we also want a credit for the last payment that we made when we were using the alarm system.

Business Response:

May 5, 2016

RE:          ****** *****

To the Better Business Bureau,

                I have instructed the technician to contact Ms. **** immediately. I have also credited the account with a month of free service. Please have Ms. ***** contact me with any questions.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because: They have been telling me he will come for the past month and nothing has happened yet. I am not a priority with this service. 

Sincerely,

****** *****

Business Response:

May 13, 2016

 

RE:          ****** *****

 

To the Better Business Bureau,

 

                Our records indicate that the technician has been scheduled with the customer. Please advise if there has been a misunderstanding.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

5/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well to start I was lied to right from the get go ,I was promised no payments for me and my mom the first and 3 rd month ,,II Decided I did not want it after All ,So I Faxed the paper that was on it and the one for my mom to..Plus Faxed other paper ,,Plus called ,,Ben the seller to us ,,Him or no one elsa would talk to me,,Put I got bills even though I was not to get any thing,,My next dor canceld his and they cam got there stuff and the took ,15.00 out of there account then took another 50.00 out of his account,,So I can not get any one to talk to me or come take there stuff,,I feel like with him breathing down my neck the whole time even when they where talking to me on the phone,And I could not hear them all I heard was him telling me to say yes to them,,Whorse thing I every had so far ,I still can not talk to them ,every one around here,Maybe you can do something about this,,They want talk to me,,,With the type of Sales people they have all the leing just to make a sales ,It worked to 5 of us around here but all do not like it and have been trying to cancel, And all they and me have got was a Bill,To pay them which I am not going to,,If it was up to me I would shut them down for having there Sales person to lie about everything say his owns a little of the company and taked cake of things..

Desired Settlement: Come take mine and my moms stuff out And not the same person,,And not paying for anything and do not want to talk about it just get the equipment ,or leave it here and leave me and my mom alone.....

Business Response:

May 18, 2016

RE:          ******* ******

To the Better Business Bureau,

                Our sales representative made a special arrangement with Mr. ****** which allowed him to cancel prior to the 60 month term ending, however, this arrangement was not made for his mother’s account. If Mr. ******* and his mother would like us to cancel his account and shift hers to him we are willing to do that. In the meantime I have credited both accounts a month of service at no charge as Mr. ******* mentioned he was under the impression he wouldn’t be charged the first month.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,Your sales Knew i was on medicaion i told them i was,, Just Take Both out And We will leave it alone after that,,Thank you..

5/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A company representative by the name of Chris W. came to our door in March 2015 to see if we would change alarm company's and he had a pretty good sales pitch. We decided to go with Alder Alarm Protection but before we signed the contract I notified him that we may be putting our home on the market and he said we could transfer the alarm or terminate the contract with no problem. Chris never mentioned that this was a 5 year contract because we would have never signed a 5 year contract! We did sell our home in October 2015 and the new home owner informed me that she would transfer the alarm contract into her name. I contacted Alder Alarm several times after the sale of the house to confirm that the new home owner had called to transfer and each time I was informed that no she had not. I was informed in December 2015 that the new home owner called and had changed her mind and will not be transferring the contract into her name, so I then asked Alder Alarm to contact the new home owner and transfer the equipment from our old home into our new home and she apparently will not take their calls any longer. I have called Alder Alarm over 10 times since the sale of our home and have spoken to Tanner, Michael, David, Jonathan and Bret to name a few, each time they tell me that they will contact the new home owner and call me back but this never happens. I called and spoke to Bret today and was informed that since they cannot get the equipment back I can pay $869.00 for the new equipment to be installed in our new home or I can renew the contract for another 5 years. I have been paying the monthly fee for this service since October 2015 in our old home and just want to be done with this Company! I would warn anyone to read the contact very carefully before signing up with Alder Alarm Protection Company, Chris W. was not forthcoming with the term of the contract or with cancelling. I have never been so disappointed in a company, from their lack of customer service and poor salesmanship (verbal non-disclosure of contract) and flat out lies that the contract could be terminated with no problem.

Desired Settlement: Cancelation of contract

Business Response:

May 11, 2016

RE:          ***** *********

To the Better Business Bureau,

                We are happy to install the alarm system in Ms. *********’s new residence although typically, to avoid additional costs, customer’s need to bring their equipment with them when moving. However, in order to meet Ms. *********’s needs we are willing to waive the cost of the equipment. I have instructed a member of our customer service team to contact her to schedule an appointment.

                Ms. ********* also mentioned she was not informed she was entering a 5 year agreement. I have attached the related portion of a phone call between Ms. ********* and our corporate office that took place prior to the installation of the alarm. During the conversation she acknowledges her agreement has a term of 60 months.

Sincerely,

Brandt N***** | Alder Compliance Manager

5/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I signed the contract in good faith I did not know it was 60 months. The salesman said it was two years. I took him for his word. The company that I just signed said the contract was for two years and put in a new box and tore the old one out. They told me to call the bank and tell them to not let AP draft any more money. I called AP and was told I could have someone take over the payments or pay them the remaining months on the contract. I said the salesman said it was two years and they said too bad. I don't know what to do, I think I signed in good faith for two years. I have tried to call the salesman, Daniel M*****,at ###-###-####, I think that is his name, but can't get him and he won't call back.

Desired Settlement: To be relieved of the 60 months obligation and be reimbursed any money they got after April 2016.

Business Response:

May 11, 2016

 

RE:          ****** *****

 

To the Better Business Bureau,

 

                The agreement Mr. ***** signed was for five years, we confirmed that he understood this during a recorded phone call prior to the installation of the alarm system. In Mr. *****’s letter he says that this second representative named Jeff M., who he thought was from our company, told him he was there to upgrade his alarm system and proceeded to replace our equipment with his own, even though Mr. ***** was still in a contract with us. Based on these facts this complaint should be filed on the company Jeff M. works for, Alder / Alarm Protection has done nothing wrong and is unable to settle a dispute between Mr. ***** and this other alarm company. We are happy to assist in any way possible but we strongly recommend he contact the company he refers to as *** *********** ********, LLC to discuss what took place and how to rectify it.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I don't anything else to do. I will file a BBB complaint against ***.

Sincerely,

****** *****

5/14/2016 Billing/Collection Issues | Complaint Details Unavailable
5/12/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company used deceptive statements to first get into my house and wanted install a safety system that I had 3 days to cancel, if I decided I didn't want it within that period. After checking other systems, I found I could get a better system for less money and a shorter contact period. I called them within 24 hours to cancel and have been getting the run around on many calls since. I have been told everything you can image over the last several weeks from their reps. They were going to reduce the monthly fee and contract length and send me an email regarding it, but as usual they never got back. Now the home office says I must pay a fee to cancel, when I clearly told their rep within 24 hours. I have really tried to resolve this issue, but haven't been leveled with from day one. I'm stopping payment on my bank drafts today.

Desired Settlement: Come and get the system you were supposed to do per the contract.

Business Response:

April 29, 2016

 

RE:          ***** ********  

 

To the Better Business Bureau,

 

                Our records indicate that Mr. ******** contacted us over 30 days after the alarm was installed to cancel rather than the 24 hours he specified in his letter. Please have him provide the number he called and the representative he spoke with and if a mistake was made on our part we will agree to release Mr. ********.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:

Sorry, I hit the wrong button before typing my reply last Friday. 

I called the rep. that sold the system with questionable tactics within 1 hour after signing the contract and told him I wanted to end the contract after I checked their charges and length of contract compared to other providers. His name was Trevor @ ###-###-####, who in turn gave me two other people Luis M******* @###-###-#### and Zachary T*****. They told me a reduction was coming several times over the next 3 days.I kept telling them I wanted to cancel before the 3 days was up. I have been told everything imageable over the last 2 months. Everything from your bank drafts will be less to you will receive an email soon with your new rates. They always say they will call back and I will be getting corrections, but nothing has been true.  All I have to show is 2 drafts that are even more than the original contract. I even called their Huntsville office number I got on the internet and got a woman that said the office was closed and they had used her cell number. I don't know if this is the culture of the overall company, or just a few from a certain area. 

Business Response:

May 5, 2016

 

RE:          ***** ********  

 

To the Better Business Bureau,

 

                The representative confirms he spoke with you but at the end of the conversation you agreed to keep the system on condition that he reduce your rate to ******. We apologize that this change was not made in time for your April invoice but it has been corrected. I have also taken the liberty of crediting your account a month of service at no cost. Please let us know if  there is anything else we can do for you.

 

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

All of this could have been avoided if the reps had followed thru 2 months ago.  Hopefully, things will be better going forward.


Sincerely,

***** ********

4/30/2016 Problems with Product/Service
4/30/2016 Delivery Issues
4/29/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company have door-to-door guy who goes around bothering homeowner to sign up for their alarm protection. It was the first year that we had move into our very first home. A representative go by the name of Jacob *. B**** was badgering us on getting this alarm system. As we told Jacob we need time to think about it because we know nothing about alarm system and would like to shop around. Jacob insisted that he was giving us a price of a lifetime and we were to miss out this amazingly good price if we do not sign up now. He told me it wasn't a smart move if we pass up on this opportunity and also rushing us to make the decision, which I now regret, by saying his tech-guy is in the car waiting and we would be wasting his time if we say no. He then went on and on about how perfect this alarm system is going to work in our home. For the price seem a little high we hesitate to sign the agreement. He GUARANTEED that we will not find a better offer. My sister just bought a house a couple months ago. Her home have the same system for only $18/month. It include all her windows sensor, doors, two motion detectors and two alarmed panel all wireless under no contract. I have been with this alarm system for about two years now. They're charging me $50/month and forced us on a 60 months contract. This include one motion detector, two door senor and one wireless alarmed panel. Our motion sensor do not even work 5/10 times. I would armed away and would still walk in my house using the bathroom then walk out and it wouldn't go off. They advertise "a safe piece of mind" when my windows are not sensors. What kind of "safe piece of mind" when I know burglar can still come through my windows? My house have at least 25 windows total. Kind of out beat the purposed of having an alarmed in the first placed. I called the ###-###-#### customer's service number multiple of times. They keep transferring me and hanging up on me. I felt like they did not want to hear what I had to say. I feel much mistreated and getting my money robbed from me every months! I do not want to be in contract with them if they do not know how to solve and unfair solutions. I do not feel safe at my home when I know the motion sensor doesn't work half of the time. This company isn't exist if they can't live up to what they advertise. They care more for the money than our own safety. This is an unfairness of act. I want to get to the bottom of this.

Desired Settlement: 1.) They can adjust my billing statement for $18/month. 2.) They can install more equipment for what I am paying for ($49.99/month) not a penny more to give me the "safe piece of mind" that they promise so that I can feel safer in my own home. 3.) Take me out of contract with absolute NO penalty. They can collect their equipment back. I no longer be in business with them.

Business Response:

April 19, 2016

RE:          **** ******

To the Better Business Bureau,

                Ms. ****** refers to a home security system for $18 a month and would like to be paying the same amount. Please have Ms. ****** send us the company name and package she is referring to and we will determine the reason for the discrepancy. If the package is indeed comparable to what we offer we will consider matching the price. 

Sincerely,

Brandt N***** | Alder Compliance Manager

4/15/2016 Problems with Product/Service | Complaint Details Unavailable
4/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A salesman from Alder Security came into my home and told me that he was there to upgrade my security system. I told him that I did not want, nor could I afford the security system. The salesman was very pushy and told me that a new company had taken over my old company and he proceeded to install the system without my consent and told me that the payments would not be much because I was receiving discounted prices. I recently had a stroke which has affected my vision (legally blind) and I have end stage renal disease (kidney failure). After he was finished he had me to sign the paperwork. My daughter found out when she contacted the company to complain and cancel the service that I had signed a 60 month contract and they were unwilling to cancel it. I cannot afford this system, was not told that I was signing a binding contact, and the company is taking two different amounts from my account per month.

Desired Settlement: I want the contract cancelled because it was not signed with informed consent. The system was also not installed with my permission. The salesman targeted me because I am elderly.

Business Response:

March 30, 2016

RE:          ****** *****

To the Better Business Bureau,

                As Ms. ***** has mentioned the cost of the alarm system may be more than she can afford we are willing to reduce her monthly rate from $***** to $*****. If this is an acceptable arrangement we will proceed accordingly.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: I want the contract cancelled. 

Sincerely,

****** *****

Business Response:

April 11, 2016

RE:          ****** *****

To the Better Business Bureau,

                Ms. ***** requested to cancel based on her accusation that our representative said he was there to upgrade the alarm system because we had taken over her old company and that he took advantage of her because she is elderly. We found no evidence to support these claims, and the recorded phone conversations between Ms. ***** and us indicate that such was never said. Our records also indicate that Ms. ***** is not a senior citizen. For these reasons we are unable to release her from the agreement but we are willing to reduce her monthly monitoring rate as a sign of good faith as mentioned in our previous response.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because:
Nondisclosure is essentially misrepresentation through silence -- when someone neglects to disclose an important fact about the deal. Therefore,  this contract is not legally valid because I was never informed of the terms of the contract.


Sincerely,

****** *****

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this company alder came to my home selling me on new alarm services. I had ADT at the time and the sells rep Mitch told me there would be no contract if I signed up with him. My cousin and her friend were there with us at the time and can verify this lie Mitch told me. So it turns out that they stuck me in a 60 month agreement when I was actually told it would be no contract.

Desired Settlement: I do not support companies that do business like this. I want to be canceled of this contract I didn't agree to and did not know about. They will not receive any money from me.

Business Response:

April 6, 2016

RE:          ****** *****

To the Better Business Bureau,

                The agreement Ms. ***** signed was in plain language and the terms were stated clearly. We also went over each detail of the agreement with her over a recorded phone call and she confirmed she understood all the terms. Additionally, we sent Ms. ***** a check for $****** on 1/21/16 to pay her remaining balance with ADT. If Ms. ***** would like to be released from the agreement she will need to return the $****** and pay 90% of her remaining balance.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: the sales representative lied to me telling me there was no contract.  He must have switched the paper work that I signed.  I saw him cross out the term.   Very dishonest company.  The police department of ashburn sent a warning out on this company and also in americus.  Too bad they did not run them before I met these crooks.  

Sincerely,

****** *****

4/1/2016 Problems with Product/Service | Complaint Details Unavailable
3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June 2015, I was told by the sales representative that the company would buy me out of my contract with my current security system provider if I got an alarm system with them. It is now March 2016 and nothing has been done; Contacting them has gotten me no where. They installed their equipment and took the equipment of the my previous alarm company. I have not been using the service and I will gladly return their equipment; I would just like the money I paid to them refunded.

Desired Settlement: I would the refund for amount I paid during installation (I have not been using the service). Also, i would like the equipment they took from my home. Lastly, I would like to sever ties completely

Business Response:

March 15, 2016

RE:          ***** *****

To the Better Business Bureau,

                Ms. *****’s account has been cancelled and a refund check in the amount of $***** was mailed to her on 3/4/16. Please allow sufficeient time for it to be received.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: In addition to the refund, I need the equipment that was taken and the battery I had purchased for the system. That equipment belongs to the other security company I was with. 

Sincerely,

***** *****

Business Response:

March 22, 2016

RE:          ***** *****

To the Better Business Bureau,

                Ms. ***** and I spoke on 2/15/16 and agreed that if I cancelled her account and gave her a refund it would settle the matter. Our technicians are instructed to always leave a customer’s existing equipment with them and we have every reason to believe that is what happened in this case. If she would like to discuss the matter further she may contact her sales representative.

Sincerely,

Brandt N***** | Alder Compliance Manager

3/18/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Alder Alarm Protection came to our home and led my husband to believe that they were taking over Vivint Security Systems which is not true. They then proceeded to have him sign a 60 month contract and install all new equipment in our home. I was unaware that all this was being done and now we are under double contract with them and also Vivint. We are satisfied with our service with Vivint and do not wish to cancel it. I have faxed a letter to Alder stating that I am cancelling my service with them and have stopped them from drafting payment from my bank account. I feel that they have lied to us and they do not have good business practices.

Desired Settlement: I want them to cancel the contract and not bother us again.

Business Response:

March 9, 2016

RE:          ********* / ******** ****

To the Better Business Bureau,

                During a recorded phone call, prior to the installation, we explained to Mr. **** that Alder was not affiliated with Vivint in any way and that Vivint was still in business, and if he proceeded he would be receiving new services through Alder. Mr. **** agreed to proceed on condition that we pay the remaining balance with Vivint should there be any. Once we receive a final bill we will issue a check to Mr. **** for that amount so that he can satisfy his balance with Vivint. Also, as a sign of good faith, we are willing to reduce Mr. **** monthly monitoring rate from $***** to $***** and forgive his past due balance. Please respond as to whether this is an acceptable arrangement.

Sincerely,

Brandt N***** | Alder Compliance Manager

3/17/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up alarm service with a local company in November of 2015. In January a company called Alder came by and told me the company was out of business to get me to switch to them. i am almost 82 years old with dimensions coming on and this company took advantage of me. I do not want anything to do with them and no company that takes advantage of elderly should not be in business. They knew I was in another contract and lied to me.

Desired Settlement: I do not want anything to do with this company. They are frauds and I do not trust them. I want to be cancelled from this company and never speak with them again.

Business Response:

March 9, 2016

RE:          **** *****

To the Better Business Bureau,

                Prior to the installation of the alarm system a member of our customer service team spoke with Ms. ***** and asked her if she had an existing alarm service and she replied that she did not. Her complaint states that our representative said her current alarm company was going out of business. In order to make an informed decision we ask that Ms. ***** provide us with more information so that we can understand what took place.

Sincerely,

Brandt N***** | Alder Compliance Manager

3/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company's business practice are horrible. They were allowed into my home based on wording that they represented my old alarm company and I was due an upgrade. Before I knew it, I signed a new agreement and within 30 minutes a new alarm was installed and my old system was permanently disabled. The next day my brother in law helped me review the contract and we decided to cancel this agreement. Called Customer service 3 times and finally was promised they would lower the rate if I decided to stay. 3 months later, they will not answer my emails about the reduction. They also promised to pay off my old company. 3 months later still waiting on that payment. Today was on hold twice for a total of 45 minutes. No help. Filed a complaint today with attorney general of KY.

Desired Settlement: If they will not pay off the old account as promised and reduce monthly charge as promised, want them to pay to have my old alarm installed back properly.

Business Response:

February 25, 2016

RE:          ****** *****

To the Better Business Bureau,

                We have spoken to the customer and addressed all the concerns listed to our mutual satisfaction.

Sincerely,

Brandt N***** | Alder Compliance Manager

3/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My association with this company initially began on May 15, 2014. A young male individual came to my front door and informed me that he had set up several neighbors in my neighborhood with a new alarm system. He informed me that he was walking from door to door talking to people about this product. At the time, I was a customer of ADT. The young male informed me that this company would be better than ADT. The young male told me that ADT would send me a check and I was to send it to their company. That never happened. Since then, I no longer live at the home. The home is now a rental and is also on the market to be sold. I live in another area also in a rental and have no use for the equipment at the my present location. The present renters of my old home have no desire to take over the contract. I am also undergoing a financial hardship presently and cannot make the payments to the company. I have informed the company that the checking account associated with their company has been overdrawn and have also informed them that I would like to be released from my contract. In reviewing my contract, I was not aware that the contract was for 60 months. I also noted on my contract that I was not charged for the equipment. That fee was waived, and I would only be charged for the monitoring service itself. In making several calls to the company, I have spoken to several representatives some of which who are very unprofessional. One suggested that I ask the renters to take over the contract. Another representative asked that I call back within in 30 minutes to discuss my issue because the person I needed to talk to was in a meeting. Another representative suggested that I defer the payment for three months and that maybe by then I would be on my feet and could cover the cost additionally those deferred payments would be added to the contract. Another representative suggested that I stop payment at the bank and not defer payments sighting he had a family and understood my financial constraint. Being that I was not charged for the equipment and no longer request that rental to be monitored, I requested that they come get their equipment and cancel the monitoring service. I feel I am not responsible for the equipment and being that I do not need the monitoring service I feel I should not have to be made to pay for it. I even asked to speak to someone above the account manager and was informed there was no one above an account manager I could speak with. I have requested a stop payment to this company at my bank because I do not want that account to be withdrawn from again. I just want out of the contract and request that the company remove their equipment. I have unplugged the equipment and asked the renters to not touch it.

Desired Settlement: Cancellation of contract

Business Response:

February 25, 2016

RE:          **** ********

To the Better Business Bureau,

                We would like to offer to reduce Ms. ********’s monthly rate from $***** to $***** as she mentioned having financial difficulties. Please let us know if there is anything else we can do for her at this time.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I would like to make them aware in this writing, however that I will my renew my contract once it is complete. I would also like to request a Monthly bill be sent via email being that I might have to change my method of payment from time to time. I do not feel I should be charged for a monthly bill email. 



Sincerely,

**** ********

3/2/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with this company, thinking that it would help me in case I had a fall or an accident. I signed up Oct 9, 2014 and did not have any issues until I fell August 10, 2015 at 5:30pm and the alarm was faulty and didn't do anything except go off. I received no call from the company or an automatic call to the paramedics, like the alarm company claimed they would do. I tried calling the company about the faulty system and they refuse to hear me and say that I owe them what the cost of the system is.

Desired Settlement: My desired outcome is to stop being harassed by the company when they're product (wireless alarm system - 2GIG, Go!Control) was faulty and not working properly. Cancellation of contract with no penalty fee's because of faulty system.

Business Response:

February 12, 2016

RE:          *** ******

To the Better Business Bureau,

                Ms. ****** contacted us on 8/18/15 to tell us that the emergency responders took too long to respond when she fell. Unfortunately emergency responders are not employed by Alder and are usually presided over by the city. We understand Ms. ******’s frustration and share in her concerns. We suggest she contact the proper authorities in her city so that they may address this problem with the proper agencies.

                Ms. ****** has also mentioned having financial concerns regarding the monthly payment. I have taken the liberty of reducing her rate from  $***** to $***** monthly. Please let us know if there is anything else we can do.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: of the disregard to have a technician come out and look at the system.  On September 12, 2015 , Jerron (technician) was supposed to come to the house to repair the broken system.  Received a call stating that he wouldn't be able to come so someone else was going to come on September 13, 2015, but when I called the company later that afternoon, upon no one showing up, and was told that no technician comes on a Sunday, so maybe they'll come out on September 14th. No one has come to look at or fix the system since, or made attempts to do so. 

Sincerely,

*** ******

Business Response:

February 22, 2016

RE:          *** ******

To the Better Business Bureau,

                Our records indicate that we have done everything we promised Ms. ****** we would do. A technician has not been dispatched because Ms. ****** entered into an agreement with another alarm company who replaced our security system with their own. It is our desire that Ms. ****** is content with our agreement and we believe that what we have offered her is more than fair. If she would still like to be released from the agreement we will agree to do so on condition that she pay 50% of the past due balance which is $******, her portion being $******. If this is acceptable we will proceed accordingly.

Sincerely,

Brandt N***** | Alder Compliance Manager

2/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We've been trying to cancel our contract with Alder since September. They do not provide services in our new area. They continually come up with a mother form or more information that they never previously asked for or mentioned. Every step of the way we've tried to give them everything they need. They still claim we owe the remain My amount of our contract even though they can't give us the service and the contract states if we pay a $250 cancellation fee and they do not have coverage in our area the contract ends. I asked to speak to a supervisor today and was told the supervisor doesn't take calls. I've tried to contact them over social medi and via email with no response. They're threatening to send us to collections for a service they can't provide.

Desired Settlement: Allow us to cancel our account. Back date it to when we originally contacted you requesting cancellation. Allow us to pay the $250 cancellation.

Business Response:

February 19, 2016

RE:          ****** ********

To the Better Business Bureau,

                The issue Ms. ******** is running into is that money paid towards her account will be applied to the past due until the account is current, once the account is current she would be able to pay a $*** cancellation fee. The past due amount is $****** but if Ms. ******** is willing to pay 50% of the past due, in addition to the cancellation fee, we will release her from the agreement. The total comes to $******. Please let us know if this is an acceptable arrangement for the ********s.

Sincerely,

Brandt N***** | Alder Compliance Manager

2/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my alarm panel stopped working and i called to have it serviced and they scheduled for a technician to come out and i took time off of work but they never showed up or called me as a courtesy to tell me they wouldn't be coming. I called to report this and advise them that i wanted to cancel my service and was told that they would give me one month free for service and they would re-schedule me for the following week. Again we arranged for my husband to take time off of work to make sure he was home during the scheduled time to allow the technician to come in but again no one showed up or called. Once more I contacted Alder Security to complain and tell them i wanted to cancel my contract for lack of follow through and they told me they would give me 2 more months free and they would fly someone over the following week to fix the panel. I told them that at this point i was very disappointed and frustrated and didn't want to deal with this situation anymore and to please cancel my service. They advised me that this was not an option as the only way out of contract was to transfer to someone else or pay 90% of the remaining contract. I told them that this was for reasons beyond my control as they were the ones who were defaulting and that i had continued to make payments without an issue. He said he would send me information but up until now I have not heard from them. I do not know how else to resolve this matter.

Desired Settlement: I just want to cancel my business relationship with them without any penalty.

Business Response:

February 12, 2016

RE:          *** ********

To the Better Business Bureau,

                As a sign of good faith we will release Ms. ******** from the agreement. A member of our customer service team will contact her shortly to schedule a time to retrieve the equipment.

Sincerely,

Brandt N***** | Alder Compliance Manager

2/24/2016 Problems with Product/Service | Complaint Details Unavailable
2/18/2016 Problems with Product/Service
2/18/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Alter Home Protection came to my home to get me to sign up for their services, they didn't explain anything to me, and and ask for my social security debit card, which I gave them. they didn't show me no contract now they been taking money from my account every month and say I signed for 5 year contract. I am 92, years old and don't understand what the y did. My son ***** ***** called them and asked them to send me a contract , in which they never did. So my Son Canceled my card, I have a new card , and no longer use this service and request they cancel and uninstall it, they won't. Now they been sending me threatening phone calls they will sue me if I don't pay. I feel like they were Fraudulent In trying to sell me This Service . Thank You for Hearing My complaint .**** *****

Desired Settlement: Just Need Them To stop Calling and Threatening me, And make me pay for a service they Tricked me with in a fraudulent manner. Thank you

Business Response:

January 22, 2016

RE:          **** *****

To the Better Business Bureau,

                Shortly after the system was installed we spoke with Ms. *****’s son regarding the account. He agreed to go forward with the contract and we explained to him how to use the system. Having only received one payment at the time of installation on 6/2/15 the system was shut off on 1/7/16. This makes a total of 6 months where services were provided without receiving payment and 9 days after the services were shut off a complaint was filed with your agency.

                Regarding the claim that nothing was explained to Ms. ***** we have the agreement with her signature (see attachment). We also have a recorded phone call between her and our corporate office where we explained the terms to her verbally as well. Due to the foregoing facts we will agree to release Ms. ***** on condition that she pay the past due amount of $****** and return the equipment. If this is acceptable we will proceed accordingly.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because: This is not the agreement you discussed over the phone with my son, He demanded you send him a copy of the contract I signed, your reply was( We don't have to send you a contract copy but we will)

However, you never sent us a contract. I strongly feel I was taken advantage of because of my age, and  didn't have anyone here with me to advice me .As for the Equipment, Please sent Us an Address where to return it.,and we will make sure we ship every thing

back to you.Sincerely,

**** *****

Business Response:

January 28, 2016

RE:          **** *****

To the Better Business Bureau,

                Please refer to my original response on the Better Business Bureau website where I attached a copy of your contract for your review. As stated before, we will agree to release you from the contract on condition you pay the past due balance.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because: As reasons  stated before, and we have  shipped and returned the equipment you installed in my home(white square box)if, there's any other piece of equipment

please identify it and  we will return that also .
Sincerely,

**** *****

1/30/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally had a security system installed by Security Network on November 4, 2010, with a 5 year contract that expired on November 4, 2015. During the time I had this security system/monitoring, Security Network merged with and became known as Monitronics. On September 2, 2015, Mr. Brady N***, with Alder Security Systems came to my home without an appointment, and asked after ringing my doorbell if I was with Monitronics. After I informed Mr. N*** that I was with Monitronics, I let him in my home, hesitantly, and he said he wanted to speak with me about Alder Security Systems. I informed Mr. N***, after listening to the information he gave me regarding Alder Security Systems, that he could go ahead and install this Security System with Alder, due to the fact my contract with Monitronics was about to expire in approximately 2 months. Mr. N*** informed me there would be NO upfront charges to install this system, it was "free of charge" to install, and proceeded, on the same evening/night, to install the System, which took a total of three (3) to four (4) hours. On the same evening of September 2, 2015, Mr. N*** wrote a letter to Monitronics on my behalf, stating that I was cancelling my contract with them and starting a contract with Alder SS. Mr. N*** also requested in the letter a total amount due from Monitronics, as well as requesting a statement be mailed to me. Once I received this requested information, I was instructed to then send the total amount due and the statement from Monitronics to Alder. He then said that after Alder received this information from me, that Alder would mail me a check for the amount due, (which was $1,520.33) and I would then send Monitronics a personal check after the Alder check cleared the bank. Monitronics stated they did not receive the letter Mr. N*** wrote to them on my behalf, nor did they send me a statement when I called and spoke to one of their representatives. On October 3, 2015 around 10:30 P.M., as I was going to bed, I noticed my Alder SS was off (not monitoring). I called Alder SS immediately and asked to speak with a technician. After explaining the problem to the technician, I have not seen nor heard from a technician, although I was told one would be out to take care of this problem; although I have been contacted about my "past due bill" on several occasions, most recently on December 16, 2015 at or around 6:40 P.M. (as of Thursday, December 17, 2015). The gentlemen that called me never stated his name, although he ASSURED ME that Alder was ready to resolve this issue with me and do whatever it took to gain my business. Each time this gentleman calls me, it upsets me very, very much. I am not a young person, I am 87 years old, my birth date is ********* and I would just like for this nightmare to be over. I am requesting the Alder Security Systems contract be cancelled as of the date I signed it due to the fact Alder broke the contract because they were not monitoring my system, for certain as of October 3, 2015, and I'm not certain for how long prior to that date, and I certainly haven't had any security and/or monitoring services as of this date. Mr. N*** informed me on September 2, 2015, when he was at my home, that Alder SS would monitor my security system twenty-four (24) hours a day, every day of the year.

Desired Settlement: I am requesting the Alder Security Systems contract be cancelled as of the date I signed it due to the fact Alder broke the contract because they were not monitoring my system, for certain as of October 3, 2015, and I'm not certain for how long prior to that date, and I certainly haven't had any security and/or monitoring services as of this date. Mr. N*** informed me on September 2, 2015, when he was at my home, that Alder SS would monitor my security system twenty-four (24) hours a day, every day of the year.

Business Response:

January 12, 2016

RE:          ******* ****

To the Better Business Bureau,

                Regarding the check to resolve Ms. ****’s agreement with Monitronics, we never received a final bill from her showing the amount due. We discussed this with her on several occasions and are still waiting to receive it. One thing to note in her letter is that she states her agreement with them ended on 11/4/15, and if that’s the case she shouldn’t owe them anything but she states here that the amount owed is $1520.33. If there is in fact a balance due please have Ms. **** send us a final bill from Monitronics and we will issue her a check.

                In response to the claim that Ms. **** has not seen or heard from one of our technicians: there was an appointment scheduled for 10/16/15 but our technician had to reschedule for personal reasons. The technichian offered to come to her home the next day on his day off to fix the system but she refused and said she would be contacting a lawyer.

                We would like to work with Ms. **** to make sure her needs are met. In addition to the 2 free months of service she has already received we are willing to waive her past due balance of $***** and send a technician to her home free of charge to test the system and make sure everything is working properly.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:  Complaint: ********

I am rejecting this response because:


To Whom It May Concern:

The response sounds great, although I STILL want my contract with Alder Security closed because I still feel they broke the contract to begin with by not monitoring my services as they stated they would to begin with.  I keep getting phone calls on a daily basis, the most recent being today, Monday, January 18, 2016 at approx. 2:45 p.m. from a gentleman by the name of "Andrea" who states now that I owe the $1,500.00 to Monitronix and they will pay $400.00 of that bill.  Monitronix is not my problem at this point, it is all Alder Security and I am requesting their contract again be voided as of the date Mr. N*** installed Alder's services into my home.

PLEASE help me with this situation, as Alder calling me on a daily basis is about to run me crazy.  I appreciate all your assistance in this matter.

Sincerely,

******* ****
A VERY dissatisfied customer

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ****

Business Response:

January 22, 2016

RE:          ******* ****

To the Better Business Bureau,

                Thank you for your reply. Unfortunately what was stated In our previous response is all we are able to offer at this time. If you have any additional questions please feel free to contact me at ###-###-####.

Sincerely,

Brandt N***** | Alder Compliance Manager

1/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 23, 2015, a door to door salesman came to my house and basically guilted my husband into getting an alarm system. My husband is recovering from cancer and had just gotten the news that he did not have to take chemotherapy anymore, so he wasn't thinking clearly at the time. My husband told the salesman that I make all the financial decisions in the household, but the salesman went ahead and ordered an installation without contacting me first. The following day, I called the salesman and told him that since the only income we have coming in is from my job, we would not be able to afford the system and I would like it removed and to not be billed for anything. The installation guy came out that afternoon and removed the system (leaving holes in my walls and ceiling) and left instructions for me to complete the bottom of the paperwork and send it in by fax or email. I followed his instructions and faxed the paperwork in the next day. On October 30, 2015, I checked our banking account and there was a debit for not only the month of October, but also one from September. I called and told them that I had sent in the paperwork and why was there a debit to my account for a service I do not have. They told me that they did not get my paperwork and that I would need to resend the information. I did as asked and they told me it would be 7-10 business days for me to receive my reimbursement. I waited and waited and still did not receive a reimbursement. I checked my account again on November 30th and saw another debit on my account for the alarm system. I re-sent the paperwork stating that this was the 3rd time I was sending the information and that I expect my money to be in my account in a week. Here it is December 14th and I still have not received a reimbursement. I called today and was told that because I didn't call after I sent in my paperwork that they had not turned in my cancellation or my paperwork to be reimbursed and that I would have to wait another 7-10 business days to receive my money. After going back and forth several minutes about why it was taking them so long to reimburse my money and him never answering me, I told him I would be contacting the BBB, he asked me, "Do you want your money back?" I then asked him, "Are you saying that you are going to keep my money if I contact the BBB?" and he did not answer me. The only reason I got as to why it was taking so long for a reimbursement was due to the fact that I did not "follow up" on my paperwork. Whenever I would ask him a question he would say, "I'll get this turned in." And if I asked to speak to his supervisor he would tell me that he was the Account Manager and I couldn't talk to anyone else. Christmas is less than 2 weeks away and it's looking as though I will not be able to get my son much for Christmas. Thanks, a lot, Alder Home Security.

Desired Settlement: I would like to have my money reimbursed by December 18th, 2015, so that I can buy my son's Christmas presents. I would also like to be paid retribution for all the trouble I have had to deal with.

Business Response:

December 28, 2015

RE:          ******* ******                               

To the Better Business Bureau,

                Ms. ******’s account has been cancelled and our records indicate her refund is being processed and once approved will immediately be shipped out to ther.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:

I just called Alder to check on the status of my refund.  Danielle told me that she did not see a refund on my account and had to get her manager, Nikka, to look into it and get it processed. Now they are telling me it will another week before I get my refund.



Sincerely,

****** ******

Business Response:

January 4, 2016

RE:          ******* ******                               

To the Better Business Bureau,

                Ms. ******’s account has been cancelled as she requested and we ask that she please allow time for her refund to arrive before rejecting our response. Due to the holidays the delivery time will likely be longer than anticipated.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:


I checked with my bank to see if the refunds had been issued to my account.  ONE refund for $49.99 had been issued.  Alder Security still owes me 2 more refunds for $49.99 each, and when I called yesterday to find out where the other 2 refunds are, they told me it will be another week before I get them.  If they were any kind of decent company, they would have processed them all at the same time, as well as compensation for me having to deal with the stress of being out $150.00 (approximately) and for the damage to my ceiling and wall from the equipment that was installed.  Before telling me to "please allow time for her refund to arrive before rejecting our response. Due to the holidays the delivery time will likely be longer than anticipated," he should also review my account and see that I sent in my cancellation paperwork in September, November, and again in December and was charged 3 months of service when I did not even have the equipment in my house.  The equipment was picked up the day after installation, yet Alder Security felt the need to charge me service fees for September, October, and November.  Now it's January and I am still FIGHTING for my money to be returned to me.  I will be sure to tell everyone I know through word of mouth and social media just how Alder Security has treated my family. 



Sincerely,

****** ******

1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company representative came to my door October 7, 2015, stating that "he was going around the neighborhood looking for residents who had handicapped license tags on their vehicles" to offer security home alarm systems and a medical alarm. Since my husband and I were interested in using our cell phones to carry our alarm system and dispensing with our home telephone line, we talked with the Alder representative and agreed to do business with them if they could provide security alarm for our residence and our storage shop located about 80 feet from the house and the representative agreed his company could do this. The system was installed that day and a pro-rated fee drafted from my bank account that same day through the end of the month. In the following several days, the alarm would not work because the "shop sensors" were open. This problem has not been corrected yet. The electric power to our neighborhood was down from 11:00 P.M. until 7:00 A.M., due to work being done to Entergy's substation during this same few days. This caused the system's battery in the attic to drain completely. The next day when the battery built back up, the alarm system began making loud noises letting us know the system was back up. The burglar alarm company called and said they had gotten a call and we had to tell them we had alarm trouble and no burglar. As it was we had to call the company for them shut it down. The last week of November I called the company again because the shop sensors would not let me arm the house when we were gone and one of their representatives told me that due to their employees being on vacation, no one would be able to come out and work on the shop sensors until DECEMBER 18th!! We had been without an alarm system that we had been told would work for us, ever since the system had been installed the 7th day of October. Nothing but trouble. The representative told me he could have the system dis-regard the shop sensors and allow me to just arm the house until they came on December 18th. What else could I do but agree since they offered no other option. This was the last week of November. On the 10th day of December, we set the alarm for an out of town trip and drove one mile from the house and the monitoring company called and said they had gotten a burglar alarm call from my house. I had to go back home and shut the alarm off completely, leaving me with no alarm system at all. On the 18th day of December, about the middle of the afternoon, I had not heard from anyone coming to repair this system and I called the service help number as I had in the past, and they told me the man was on his way but no one seemed to know what time he would be here. I told them that I had an appointment at 5:00 that afternoon and he needed to be here before then. Finally I was told that the repairman's estimated time of arrival was 5:15 P. M. I told the person that I would be gone by that time and they told me I would have to re-schedule again; well, what else could I do? So I re-scheduled. At this time, someone is supposed to be here to do the repairs on January 8, 2016 between 11:00 A.M. and 2:00 P.M. The company did not draw a draft on my bank account at the end of December, 2015 for the month of January, 2016 since I had no adequate alarm service since the day it was installed. The notice of cancellation states that "I may cancel this agreement by delivering or mailing a notice to the seller stating I am cancelling the agreement and it must be delivered or mailed before midnight of the third business day after signing the agreement. The notice must be delivered or mailed to 450 North 1500 West, Orem, UT 84057. I may fax the cancellation notice to ###-###-#### in Mississippi." Our system has not worked correctly since it was installed October 7, 2015. It didn't work long enough for me to decide if I liked it or not, let alone cancelling within three business days. I have decided now, though. I do not want this alarm system and I want the whole contract agreement dissolved. Alder can come and retrieve their equipment and not contact me again. During one of the conversations, representative Tanner at the help line, told me the only way I could get out of this contract was to sell the account to someone else or pay the balance of the five year time at the same rate as our monthly fee of fifty-five dollars and thirty-six cent ($55.36). I'm not prepared to pay this amount and I don't feel that I should because they have not stood by their part of the agreement since I still don't have an alarm system. I wish I had done what I usually do with salesmen at the door, tell them I'm not interested and shut the door.

Desired Settlement: Discontinue the contract agreement between Alder Home Protection Company and myself immediately.

Business Response:

January 13, 2016

RE:          ****** *****

To the Better Business Bureau,

                We had a technician scheduled to come to the *****’s home on 12/18/15 between 2-6PM. **** called in at about 3 asking where the technician was and we explained it would be about 5:20 when he got there. The customer stated they couldn’t make it at that time and asked us to reschedule the appointment for 1/15/16 which we have done.

                Due to the facts stated above we are unable to comply with the *****’s request to be released from the agreement.

Sincerely,

Brandt N***** | Alder Compliance Manager

1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Billing/Collection Issues | Complaint Details Unavailable
1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a contract with Alarm Protection Mississippi, LLC. The Headquarters, Alder HQ, is located at 450 N 1500 W, Orem, UT 84057. Initially, this company was APT, Alarm Protection Technologies. Then, they renamed themselves, AD, Alder Dealer. Well, my contract was slated for 42 months. Towards the end of the contract, I wrote a letter on 07/15/2015 stating that the contract would not be renewed and sent in 3 payments at that time. At the end of the contract, the company kept billing me and refuse to honor the contract. I phoned to inquire and was transferred to a representative name Tanner. First Tanner stated that they had a 60 month agreement on file and no record of a contract stating 42 months insinuating that we were lying. After faxing the contract over, I spoke to a representative named David who stated that they did receive the contract and verified the information. I asked how was it verified. He stated that we received the contract you sent. Now, the sad and infuriating part to that is that the burden of proof was left to us to show that we had a 42 month contract when all of this data was verified via phone in April of 2012. They had no record and chose to purposely exploit us and refuse the agreement we signed. I asked David, do I need to get a lawyer to get out of my contract because he began stating #38 of the contract - RENEWAL PERIODS which states, "As defined by State Law the Client may contact the Company, in writing, BEFORE thirty days of any expiration date of this Agreement to notify the Company of the Clients intent to cancel." I informed him that the letter was sent in with the last check on 07/15/2015. David kept referring to the note on the cover sheet I used to fax the contract stating that I didn't send it until 12/18/2015. I began to slowly explain as he failed to understand what I was stating to him which was the fact that I sent in the statement along with the payments dated 07/15/2015. Since they didn't have the correct contract on file, it's no surprise that they wouldn't have my written statement on file. Now, David refused to give any ID number stating that, "they don't give employee information over the phone." I asked for Tanner's extension as well which was the first rep asking us to submit the contract showing 42 months. David stated that he didn't know his extension. I stated, "surely you do." He went further to state that my best bet was to contact their Compliance department to try and get this resolved. I had no issues with this company until this event which has been ongoing for the past 2 months! The failure to have the executed contract on file leaving the burden of proof to the consumer so that they could reap more profits is beyond me! Now, they wish to execute another 42 months because they failed to update my account with my written statement, (that I do have a copy of)! It's disgraceful and shameful.

Desired Settlement: I want the company to honor my written agreement to end my original 42 month contract and end any renewal period they have started!

Business Response:

January 5, 2016

RE:          ********* *****

To the Better Business Bureau,

                We will release Ms. ***** from her extended agreement and appreciate the opportunity we had to serve her.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like a written letter from the company stating such to prevent any future incidents.

Sincerely,

********* *****

1/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Approx. 2 years ago my mom came to live with me. She is advanced age and has Parkinsons. I contracted with Adler so mom could have the emergency alert device to wear around her neck. Approx. October 2015 I was contacted by a salesman from Adler, he was talking to me about "add on's", I said "wait, is this another contract? Because I don't want to sign another contract." The man told me no, it was not another contract. Approx. this week of last, I contacted Adler to cancel the service. My mom's health declined tremendously, she is under the care of Hospice. I was told I had verbally agreed to a new 60 month contract! I do not recall agreeing to this. I specifically told this to the salesman., no contract. Additionally, when I first signed to original two year contract, the owner was at my home, he told me if something were to happen to my mom, he would release me from my obligation. I tried to speak with him regarding this new implied 60 month contract and was told he was unavailable, and I could send him a letter, stating my concern. Thank you.

Desired Settlement: I want to be released from said or implied 60 month contract. With no further business dealings with Adler.

Business Response:

December 30, 2015

RE:          *** ********

To the Better Business Bureau,

                Mr. ******** has been released from the agreement. A member of our customer service team will be contacting him shortly to arrange for a time to retrieve the equipment.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service
12/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: An alder sells representative came to our house in July to sell us an alarm system. He told us the price would be $29.99 so we did it. I started getting billed from them but the bill came as $39.99. So I go get my paper work and the contract was not filled out hardly at all. Just my name and date and that's it. No price or anything else was filled in. This sells rep knew what he was doing when he was lying to us. I'm sure once he left my house he inked in 39.99 on the white copy of the agreement. We've had issues with our motion sensor and they won't fix it or are doing nothing about it as well

Desired Settlement: The rep told us we would have till February of 2016 to cancel so we have sent in our cancellation and paperwork to cancel with this dishonest company. They have not held up to the agreement we made with them so the contract is void.

Business Response:

December 17, 2015

RE:          ******* ****

To the Better Business Bureau,

                Our records indicate the agreed upon rate was $39.99, as $29.99 is rather low for the services we are providing. However, as a sign of good faith, we will reduce Mr. ****’s rate to $29.99 going forward.

Sincerely,

Brandt N***** | Alder Compliance Manager

12/18/2015 Problems with Product/Service | Complaint Details Unavailable
12/18/2015 Problems with Product/Service
12/11/2015 Delivery Issues
12/6/2015 Problems with Product/Service | Complaint Details Unavailable
12/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Alarm does not work. Repeated efforts to repair have not worked.

Desired Settlement: We are pursuing cancelation of contract but want others to know about deceptive marketing practice.

Business Response:

November 30, 2015

RE:          ***** *******

To the Better Business Bureau,

                We would like to offer Ms. ******* two months of service at no charge and a reduced monthly monitoring rate of $***** to compensate her for any inconvenience she has experienced. We would also like to offer to send a technician at no charge and at her earliest convenience to fix any issues the alarm system may be having.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

11/30/2015 Billing/Collection Issues | Complaint Details Unavailable
11/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Went to cancel the services because after several requests to fix defected equipment, and failed promises to update equipment, was told that in order to cancel the services I will have to pay $3200 of the amount due on the 60 months contract. They alleged that when a service worker came to the home to inform about the change in ownership and the free upgrading of services, the worker placed me on the phone with a representative who only asked whether the person was dressed in uniform and courtesious which I verbaly said yes, it was at that time a scripted was read to me and it was at that time I agreed to the contractul services. That phone encounter (in-person and telephonically) occurred 9/30/2015 and now 11/19/2015 I never received the ungraded equipment and the company refuses to release me from my alleged contract. They refuse to allow me to listen to the alledged recorded conversation but insist that I agreed to the services. The offered to remedy the "inconvience" of the lack of equipment by extending 2 months of free services, but refuse to make provision in case the equipment installer failed to show. The work was very rude and condsciding most of the conversation until I informed him he also was being recorded.

Desired Settlement: Allowed to discontinue the service and a mutual agreement to make the contract non enforceable.

Business Response:

November 25, 2015

RE:          ******** *****

To the Better Business Bureau,

                Our records indicate Ms. ***** has received the equipment in addition to a 6 month credit of free service. Due to the extent we have gone to compensate ******** we are unable to offer her any additional accomodations at this time.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****

11/24/2015 Problems with Product/Service
11/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I live in Midwest city Ok and purchaces a home protection security system on 15 Oct 2015 Since then I have called the sales rep and the co. in Ut. for assistance and to furnish all that I have paid for. Sever phone calls with no results is the reason I am filing this complaint.

Desired Settlement: I want the sales rep and the company to be honest enough to honor their promises.

Business Response:

November 17, 2015

RE:          ***** ******      

To the Better Business Bureau,

                I have instructed our customer service to ship out a yard sign immediately and the technician will explain again how to use the system while he is there. Please let us know if there is anything else ***** needs.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

11/11/2015 Problems with Product/Service
11/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company called and said we had a alarm breach at contact 5 at our home. When I would not give them my password they dispatched the police to my home. I got information from police dispatch and called them back and they couldn't tell me what company they were monitoring for or anything they were very evasive, but they still wanted my password, but I don't have alarm service with them.

Desired Settlement: do not contact me again with bogus calls

Business Response:

October 30, 2015

RE:          ******* *****

To the Better Business Bureau,

                Mr. ***** ***** entered into an agreement with Alder on October 2, 2015. He signed a contract with us and we have a recorded phone call where the specifics of the agreement are discussed and agreed to. Alder has received payments from the customer and the account is current. Please let us know if there is anything else we can do to resolve this issue, we are concerned that the police are being unnecessarily dispatched.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:
There was no contract entered into on October 2, 2015 for *** **** ******, Selma, Al 36701. and when I told the representative that I didn't have service with them. they insisted on me giving them my password but wouldn't tell me who they were monitoring for, and sent police to my house anyway. 
Sincerely,

******* *****

Business Response:

November 4, 2015

RE:          ******* *****

To the Better Business Bureau,

                That is correct, the agreement for *** **** ****** was entered into on 10/30/2015.

Sincerely,

Brandt N***** | Alder Compliance Manager

Consumer Response:
Complaint: ********

I am rejecting this response because: It does nothing to address complaint. First they say my husband entered into a contract with them on October 2,2015. Now they're saying no the contract was on October 30,2015. But the complaint is for them calling me telling me My alarm is going off and sending the police after I wouldn't give them my security code. I just need to know why they were calling if I didn't even have service with them.

Sincerely,

******* *****

Consumer Response: Mr. ******  in reference to  ID #********. Claim against Alarm Protection. I would like to drop claim. I've found that it was a mix-up in address information put in their system. Instead of putting the church address into the system, they put my husband 's (who signed as guarantor) home address. So instead of calling the church the monitoring company called my home and sent the police officer. 
Sincerely 
******* ***** 

10/30/2015 Problems with Product/Service
10/23/2015 Problems with Product/Service
10/22/2015 Problems with Product/Service | Complaint Details Unavailable
10/15/2015 Problems with Product/Service
10/13/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved to Las Cruces, NM from Galveston, TX. We were in contract with Alarm Protection Services who became Alder Home Security for monthly alarm monitoring. When we moved I signed an agreement to put my account on hold until we purchased a house here in Las Cruces. We moved Feb. 1, 2015 and my account was put on hold for 6 months to allow us time to find a house. At that time I was told that when we were ready there would be no installation fee involved that they would come and install new equipment in the new house and just to leave the old equipment at the address in Galveston. They told me that there would be no problem as they had service in Las Cruces, NM. So when it came time to install in our new house the first time the technicians were sent to our old address in Galveston. The second time the installer, out of El Paso, TX, showed up at our house with no equipment. At that time, we were told that equipment would be shipped to us via overnight delivery with Fed Ex from Alarm Protection (Alder). No equipment arrived so when the tech showed up the 2nd time there was still no equipment for him to install. In August, they began billing my credit card account automatically and I have no equipment installed. So for a week straight I called the vendor and was told that "someone (Mike) would call me back". Mike did not return my call. So today, September 8, I call them again to find out that Mike no longer works there. I was told that "someone will call me back within 48 hours".

Desired Settlement: If Alder Home Security does not adequately service Las Cruces, NM and has no technicians here, I would like out of my contract. If this is the kind of service they will provide when I actually do have an emergency I'm concerned that they will not be able to handle it. I also question how many customers, if any, that they have in Las Cruces, NM since they do not even have a technician in the City. Your help would be greatly appreciated.

Business Response:

September 17, 2015

 

RE: ***** *****

 

To the Better Business Bureau,

 

                

            We are unable to confirm or refute that Ms. ***** was told to leave the equipment at her old home, however it is company practice that representatives inform the customer to take the equipment with them. A technician was sent to  the old address shortly after Ms. ***** left and the equipment had been removed and we have been unable to locate it.  

                

            The technician did not have equipment with him for the second appointment because it was intended to have equipment shipped over night for the installation that day but when the technician arrived the equipment was not there. The technician returned on 3 separate occasions to complete the installation but was turned away each time because the customer was installing new windows.

               

             We would like to send a technician to finish the installation and waive the $99 fee. Additionally we would like to offer Ms. ***** 2 months of free service to demonstrate our dedication to meeting her expectations. Please let us know if this arrangement is acceptable and we will proceed with what has been outlined here.

               

 

Sincerely,

 

Brandt N***** | Alder Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because:
It is not true that the technician returned 3 times. The technician was only here 2 times total and there was no equipment to install. It's true that we had new windows installed and had told the technician that we would have him return once the windows were installed. When I called to have the technician come out after the windows were in he said that he didn't have an order from Alder. 

As to the old equipment. I still have the email from the customer service person, Camden, telling me to leave the old equipment. I believe I also have the same email from Mike, another rep as I had ask more than once before we moved just to make sure.  The technician was not sent to the old residence in Texas to look for the equipment, he was sent there in error when I called and said we were ready at our new house in New Mexico. Customer service admitted that was what had happened when we called in to see why the technician had not shown up.  
Just last week I phoned in AGAIN and was told by Tanner that Ty would call me within 48 hours. That did not happen. As I stated before, I really do not feel confident that this company would be able to provide quality customer service based on their history.
I appreciate the offer of the waiver of the $99 installation fee but I had also been told recently that I would have to pay for the equipment. This is contrary to what I had been told previously in an email, which I still have. I am not paying for new equipment when I was told to leave the old equipment and I would not be charged for new equipment. 
Sincerely,

*** *****

Business Response: Please have Ms. ***** forward the emails she refers to in her last correspondence from Camden and Mike to ********@alder.com so that we can determine the proper course of action. 

10/1/2015 Problems with Product/Service
9/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The alarm has gone off twice without reason in the middle of the night, and when I called to cancel the contract I found out that I had to pay off the remainder of the 60 month contract to get it disconnected. It's an unfair contract with an unduly long term which they didn't explain to me I would have to buy out if I wanted to disconnect their service.

Desired Settlement: End contract, no buy out of 60 month contract, maybe a penalty fee for disconnecting early.

Business Response:

September 18, 2015
 
RE: ***** ********
 
To the Better Business Bureau,
 
                Mr. ********’s agreement states the length of the contract is 60 months and the representative appears to have circled it for emphasis. We also spoke with Mr. ******** over the phone prior to the installation of the alarm system and specifically asked him if he understood the agreement has an initial term of 60 months, to which he replied “yes.”
                Since this is the first time the matter of the alarm going off in the middle of the night has been brought to our attention please provide us with the dates and times these incidents occurred so that we may check to see what triggered the alarm. Based upon our findings we will determine what course of action we will take.
 
 
Sincerely,
 
 
Brandt N***** | Alder Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because: the length of the contract being 60 months is just unduly long, regardless that I signed it and was asked if I had signed it, since I was never explained that ending the contract would require me to pay the remaining of the 60 month contract. As for the two times the alarm has gone off in the middle of the night, it was about a month apart in both July and August but I did not write down the dates.

Sincerely,

***** ********

9/30/2015 Problems with Product/Service
9/23/2015 Problems with Product/Service
9/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company sent a dishonest sales representative to my neighborhood. He indicated he was from the "Nashville office" and was in the area selling security systems. He asked me to input some information into his phone app to verify that I was the homeowner. Fortunately, I did not input correct information because I am leery of door-to-door salespeople. I was interested in the product, so I did give my correct cell#. The app was actually not at all what he stated it was. It feeds into a 'customer database.' I had strong suspicions when the app said, "Confirmed Homeowner," - especially when I purposefully lied about my name/date of birth - but the rep couldn't tell me how it "confirms" this information.I'm actually concerned this individual wasn't a representative of Alder, but since he had copious amounts of paperwork with the company's name, I suspect he was. Also, he didn't carry a corporate badge, but his driver's license. Again, not comforting.

Desired Settlement: I want this company to verify that it did, in fact, have an authorized representative in Hixson, TN on Friday, August 28, 2015. I also want confirmation that they train their employees to tell the truth about what the various phone apps do. I would like further confirmation that this app is actually just a customer database and does not actually "verify home ownership." I want all contact via email, sent to the email in this communication.

Business Response:

September 9, 2015
 
 
RE: * *********
 
To the Better Business Bureau,
 
                The representative that came to Ms. *********’s home was from our company and , the phone application does verify home ownership. 
 
 
Sincerely,
 
 
Brandt N***** | Alder Compliance Manager

9/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: after 3 mailed and 1 faxed request this company still insists that i knew my first alarm company was out of business!! In fact i received a phone call from my previous company stating that I was LIED TO and that they were NOT out of business!! I have tried to cancel with ALDER since 7/17/2015 all my 1st, 2nd and 3rd requests have supposidly gotten lost in the mail!!! DID they also LOSE the FAX I PAID and SENT TO THEM ON 8/27/2015?????? I have an affidavid into Vivents lawyer here in Anchorage AK. He can VOUCHE that I was LIED TO about Vivent being out of business as I was previously told by the ALDER company His name is Jason H****

Desired Settlement: All Im asking for is a REFUND of $50.87 PLUS a $25 hardship fee which I had to pay to stop payment for this company!!! I am on a fixed income and cannot afford their services!!! I have a better alarm company that is great with customer service unlike these people

Business Response: Ms. ****** has been released from the agreement and her money has been refunded. Again, we will not be covering her bank fee, we cancelled her account when she requested us to and therefore it was unnecessary to put a stop payment on the automatic drafts. Please take this as our final response to this matter.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I HAVE NEVER gotten a REFUND of $50.87!!!!!  I check my bank account quite often, in fact I'm really expecting this company to charge me AGAIN!!! I haven't used this company's service for the whole month of Aug, but yet I GOT CHARGED!!! I have told this ALDER alarm co to CANCEL my service as of July 17-but did they NO!!!!!
Sincerely,

**** ******

Business Response: The refund was submitted to our accounting department on the 8th of September, it's possible the check is still in transit. Please allow a few more days for it to arrive.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

9/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My elderly parents, *. ***** *******, age 89, and ****** *******, age 96, in Searcy, Arkansas, were advised by a door to door salesperson for this Company, they would NOT have to pay an installation fee for a Security system, which included 2 necklace buttons for emergency reasons. My dad is blind and cannot see a telephone to call 911 in case of an emergency and I live 80 miles away. The Sales Representative ask my Mom for a Voided Check so they could begin taking out the payments on09-05-15, advising them they did not have to pay anything, including an installation fee, until that date. This was on 08-05-15. My parents live on Social Security. Mom went to the First Security Bank in Searcy this morning and was told she was overdrawn. Mom NEVER overdraws on her account. The Salesman took mom's voided check IMMEDIATELY on 08-05-15 and withdrew $49.25, not waiting until 09-05-15, like he advised my Mom. He advised mom that he waived the installation fee, when in fact he did not. He lied to Mom and Dad and to the Bank representatives. I think it is a terrible crime to take advantage of the elderly people, not just my parents but all of the elderly. I just think your Agency should be aware of this.Thank You.

Desired Settlement: After I talked to the Corporate Office Accounting department, a gentleman by the name of Josh, advised me that he could do nothing about the August 2015 withdrawal but he would waive the September 2015 payment. I want to make sure he does what he said. I just want this incident to be noted on your files in case this happens to others.

Business Response: Our records indicate that Ms. ******* was not charged an installation fee. She was charged for her first month of service, which we explained during the phone call prior to installation, but as a courtesy we have already refunded that payment to the customer due to the misunderstanding.

9/16/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
9/15/2015 Problems with Product/Service
8/18/2015 Billing/Collection Issues | Complaint Details Unavailable
8/15/2015 Advertising/Sales Issues | Complaint Details Unavailable
8/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Two Adler sales representatives came to my house May 2015 selling alarm services. I told the two reps that I was not interested in their services. The reps began to use distracting tactics to sell their monitoring services. I asked the rep would I be under a contract and one rep, Mr. Vincent W****, stated that I would be for 60 days. Unknowing to me the contract that I sign was for 60 months, not 60 days. This is where the deception and distraction came in between the two reps so that "month" would go unnoticed, and it worked. The contract states "if a court or other body of competent jurisdiction determines that the initial Term of this agreement is not applicable under applicable law, the Initial Term shall be the maximum term permitted by law". This is nothing more then a "NEW" scheme to swindle law biding citizens out of their money. Never have I seen a service contract for "60 months", nor would I sign one. I recently retired and had plans to move back home to Indiana. This is why I believe the "60 month" phrase was hidden and I was directed to the signature block through conversation and stories so the reps could get a guaranteed "60 months of money". A 60 month alarm monitoring contract is unreasonable to the average person. I called the office today (7/31/2015)and asked to cancel the contract. The representative asked me why I wanted to cancel and I told him I just realized the "60 month" statement and that I could not afford the 60 month contract. The rep very nastily stated "I will not cancel your contract, it is for 60 months".

Desired Settlement: Immediate cancellation of the "60 Month" contract. I want nothing more to do with this company or the representatives.

Business Response:

August 12, 2015

 

RE: Joyce S*****

 

 

To the Better Business Bureau,

 

       Thank you for bringing this matter to our attention. Ms. S***** has contacted us requesting to cancel because she doesn’t use the system but she has never mentioned “distracting tactics” or not being aware that the contract has a term of 60 months. We spoke with Ms. S***** prior to the installation of the system to make sure she understood the terms of the agreement. During this recorded call we asked Ms. S***** if she understood her contract had an initial term of 60 months and she said “yes.” On the first page of the contract, in regular sized font, it states “60 months” and was circled by the representative for emphasis.

       Ms. S***** recently mentioned to us that she was unsure of her ability to maintain payments throughout the duration of the contract and to assist her with this we are willing to reduce her agreement from 60 months to 36 months.

 

Sincerely,

 

Brandt N***** | Compliance Manager

Consumer Response:

 
Complaint: ********

I am rejecting this response because: Unfortunelly this company is still using distractions to earn income for 40 months. I at no time informed the company that I did not use my system, and if they check their records they will find that I use my alarm system consistently! I specifically asked Mr. W**** and his associate was there a contract. Mr. W**** replied yes, 60 days. His response was uttered lowly so I repeated what I thought he said, "I will be under a contract for 60 days"? Mr. W**** stated yes. Upon signing the contract he and his associate began their distracting tactics again, while Mr. W**** kneeled and circled the "60 Month" statement (that he had already said was 60 days) and went to the bottom of the page for my signature.  I did verify on the phone that I understood the contract, but I understood the contract to be "60 days". Never have I seen any contract, except a vehicle, with a duration of 60 months. If Mr. W**** wanted to be honest, he would have told me that in order to get a rate of $45.00 a month, I would have to sign  a contract for "60 months".

I never expressed to anyone at the company that I was unsure of my ability to maintain payments throughout the duration
of the contract as stated in Mr. N*****'s response. I would have never committed to a 60 month contract as my plans were to move home to Indiana within the next year to care for my two sisters whom have cancer.

Mr. W**** also ran a hard hit on my credit that I did not authorize. I called Mr. W**** at that time and told him that I liked my system, but if I had known there would be a hard hit to my credit, I would not have taken the system.

It is evident that this is a company that cannot be trusted.

Sincerely,

Joyce S*****

8/3/2015 Problems with Product/Service | Complaint Details Unavailable
7/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The technician from this company came to my elderly aunt and uncle's home, telling them that he was with their alarm company, Monitronics and he was there to upgrade their alarm system. My aunt is 84 and in the beginning stages of dementia and my uncle has cancer and is currently undergoing chemo. I have now been asking for 3 days for a copy of the contract and they won't send it to me. This company is a total fraud and their sales practices are unethical. They shouldn't be allowed to take advantage of the elderly.

Desired Settlement: They need to come get their equipment and release my aunt and uncle from this contract as it was signed under fraudulent circumstances.

Business Response:

June 24, 2015

 

Re:         Cindy B*******

 

To Better Business Bureau of Utah,

 

                Thank you for bringing this matter to our attention. We have a recorded phone call between us and Marie T**** (the customer) which took place prior to the installation of the alarm system. During the call Ms. T**** is asked if she understands that Alarm Protection is not affiliated in any with Monitronics (the customers previous home security provider), that Monitronics is still in business and that she is cancelling services with them and will begin receiving new services through Alarm Protection. Ms. T**** acknowledged she understood all of these facts and had she answered she did not understand any one of these statements we would not have allowed the installation to proceed.

                We understand Ms. B******* would like copies of the agreement between us and her aunt but we respectfully ask her to remember that she is not entitled to this information and that if she feels it is necessary for her to make decisions on her aunt’s behalf she would do well to acquire power of attorney. Having said that, our goal is to ensure that Ms. T**** is a satisfied customer and if it is her desire to be released from the agreement we will comply but the request needs to come from her or someone authorized to make decisions on her behalf.

 

Respectfully,

 

Brandt N*****

 

Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because:  Marie T**** suffers from hearing loss and always says she understands, when in fact, she doesn't even hear what you say.  She is also suffering from dementia.  Someone has to go to the doctor with her in order to be able to relay what the doctor says because she just shakes her head as if she understands what they say and in fact, she hasn't heard a word that they have said.  Secondly, she gave them permission to send me a copy of the contract.  I'm sure they also have that conversation recorded.  The recording does not negate the fact that when they initially showed up at her house, they said they were with her alarm company and were there to upgrade her system.  They never said they were with another alarm company.  They took advantage of a sick, elderly couple and should be ashamed of themselves.

Sincerely,

Cindy B*******

Business Response:

June 24, 2015
 
Re:         Cindy B*******
 
To Better Business Bureau of Utah,
 
                We appreciate Ms. B*******’s concern for her aunt and uncle but we are concerned that she is the only individual expressing a desire to cancel. We are left to assume that Ms. B******* lives in the home with her aunt and uncle since she listed her address as the same as the T****s.  However, the T****s appear to be content with having the system in their home.
 
                Considering the circumstances we don’t feel it would be ethical to cancel the T****s agreement without their direct request. If Marie or John expresses a desire to cancel the contract we will reconsider our position.
 
Respectfully,
 
Brandt N*****
 
Compliance Manager

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Alarm Protection Technology has stated that they will cancel the contract if they received a Power Of Attorney from someone authorized to act on behalf of Marie and Wesley T****.  A copy of said Power of Attorney has been sent to Alarm Protection Technology by Teresa W*****, the daughter of Marie and Wesley T****.  I have attached a copy of the letter that was mailed to Mr. Brandt N***** (certified, return receipt requested).

I fully expect Alarm Protection Technology to cancel this contract once they receive said letter as they said they would in their initial response to my complaint.


Sincerely,

Cindy B*******

Business Response: As of this date we have not received any such letter as the one mentioned in the last correspondence. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:  You have not received the letter because you have not provided a legitimate address.  We tried to mail the letter and powers of attorney first to 189 N Hwy 89 Ste C PMB 12, North Salt Lake UT  84054 (this address was listed on the Utah BBB website).  Then we tried to mail the letter and powers of attorney to 350 W 800 North #305, Salt Lake City, Utah (this address was listed on the Alarm Protection Technology website).  Both of these letters were returned, cited by the US Post Office as "undeliverable at this address".  I have attached copies of the US Post Office paperwork to verify that these addresses are not legitimate.

I am also attaching the Powers of Attorney for your review since Alarm Protection Technology has not provided a legitimate address and since Mr. N***** will not return my phone calls.

I would like to request that Mr. N***** provide a legitimate address so that I may send him the equipment that belongs to Alarm Protection Technology.


Sincerely,

Cindy B*******

Business Response: The document provided does show that an individual by the name of Teresa W***** has power of attorney but we have not spoken to this individual or received any correspondence from them regarding this account. Also, we have moved from our Salt Lake City address, our new address is 450 N. 1500 W, Orem, UT   84057

7/14/2015 Problems with Product/Service | Complaint Details Unavailable
7/2/2015 Problems with Product/Service
6/29/2015 Billing/Collection Issues
6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother signed a 5 year contract on October 15, 2013 with Alarm Protection for a burglar system. In the past year it has went off multiple times for no reason. She has since signing the contract had several health problems and is now on a fixed income. She has numerous health bills and is in need of several surgical procedures. She can no longer afford this system. I returned the entire system to Alarm Protection by certified mail on February 11, 2015. I contacted the company by phone eight times in March only to be told different policy and procedures about handling her account and contract with every conversation. On March 27, 2015, I mailed a letter explaining my Mother's situation and requesting a termination of the contract but was not returned a response. She does not have the income to pay the monthly fee or the remaining amount of the contract. Nor do we know anyone who will take on her remaining contract. The Better Business Bureau does not endorse this company which has many sanctions just in the Huntsville area. Alarm Protection does not have a license to sell their product in Alabama nor do they in Utah where their headquarters is located as well as several other states. However, they are still selling their product in the Huntsville area as of recently.

Desired Settlement: My Mother's contract with Alarm Protection be terminated with no fees, charges, or dues owed by her to them.

Business Response: Please provide us with your mother's name or account number so we can research the issue.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  Alarm Protection has not determined if they will grant my request of terminating my Mother's contract with no additional charges.  They are requesting her account information.

Can you send this account number to them for me (#*****)?

Sincerely,

Lucretia S****

Business Response: The response below was sent on June 10th.

June 10, 2015

 

Re:         Lucrecia *** S****

 

To Better Business Bureau of Utah,

 

 

                Thank you for bringing this matter to our attention. We have received numerous calls from the customer, Becky W****, as well as from her daughter Lucretia S****. In all of our correspondence the claim that the alarm went off multiple times for no reason was never brought up to us, nor was the claim that we are not licensed to sell in Alabama. In response to the first allegation please supply us with the dates of the alarms in question and we will research it to determine if there is an issue. Regarding the second allegation it is false. We are licensed to sell in Alabama and have been for some time now. 

                The issue that has been brought up to us is that Ms. W**** cannot afford the system. We are willing to work with her in that regard but are somewhat hesitant due to the false allegation now filed with the Better Business Bureau. The current monitoring rate is $***** but we are willing to drop that to $***** per month and give her a free month of service to ease the financial burden. If this resolution is acceptable please let us know and we will make the change immediately.

 

               

Respectfully,

 

Brandt N*****

 

Compliance Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because:

My mother cannot afford to pay the monthly charge of $***** nor can she pay $***** ($12 less) per month with her fixed income and vital medical needs. 
You stated that "in all our correspondence the claim that the alarm went off multiple times for no reason was never brought up to us" by my mother nor I, her daughter Lucretia.  My mother has stated that every time she has communicated with any of your service representatives on the phone.  I have stated it multiple times as well; however, I have focused more on her financial and health status in conversation with your representatives the past 3 months since I returned the system by certified mail to your address in Utah on February 9, 2015 and was signed received on February 11, 2015.  My mother does not have the dates of the system going off for no reason, but it happened multiple times when she was not at home and the law enforcement went to her home on each of these false alarms which is an inconvenience to them as well.  
 
I apologize for questioning your license to sell in Alabama.  I was told by legal counsel that you did not have a license to sell at various times but was still selling.  After I received your last response yesterday I called the Electronic Alarm Board for Alabama, and they clarified that you have a license to sell.  I should have double checked that information myself before stating it, but I thought my resource was valid.  
Ultimately, my mother desperately needs out of this contract with your company.  She can NOT afford to pay a monthly fee for this system for the next 3 years, nor can I.  She must take care of her medical needs.  I hope you can understand her situation.  She has reached a point in her life where she can no longer work and is needing several surgeries.  With her limited income she only has the ability to pay necessities (utilities, food, etc.) and hopefully her medical expenses.

Sincerely,

Lucretia S****

Business Response:

June 25, 2015

 

Re:         Lucrecia *** S****

 

To Better Business Bureau of Utah,

 

 

                As a sign of good faith we will agree to release Ms. W**** from the agreement. A member of our customer service team will be contacting her shortly to schedule a time to come by and retrieve the equipment.

 

               

Respectfully,

 

Brandt N*****

 

Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Lucretia S****

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On the evening of May 20, 2015, A Caucasian gentleman knock on our door about updating homes who previously owned an ADT system. My husband allowed him in and began to chat with him. He stated that he worked for Alarm Protection and they were in the process of offering homes with outdated ADT system brand new systems at no cost. As I approached the dining area where my husband and the gentleman was sitting, I over heard my husband call out my date of birth to the gentleman, but the date was wrong. So, I joined them to see what the gentleman was selling. Once he got the date of birth for my husband and myself, he made a phone call. I told the gentleman that he did not allow me and my husband to discuss whether we wanted a system or not and that he was being a little pushy...That's never a good sign when someone is selling something. My husband and myself decided against purchasing the alarm system. He stated that Janice who is a neighbor down the street house had got broken into while she hid in the tub. Upon talking with Janice, we found out that was not true. Nonetheless, we still decided against purchasing the system. I checked my creditkarma account and saw that there was 2 hard inquiries from Alarm Protection...one to Transunion and to Equifax, which I did not authorize! Also, I checked my husband's, and he had a hard inquiry too! What kind of practices is this company running? How did they get my social security number because that was never give to them. And in order to run credit, you need a social security number. I'm asking this company to remove those inquiries from our (my husband and myself) credit report.

Desired Settlement: Remove the hard inquires from my husband and myself credit report.

Business Response:

June 12, 2015

 

Re:         Cynthia *******

 

To Better Business Bureau of Utah,

 

 

                Thank you for bringing this matter to our attention. Since this conversation was not a part of our welcome call it was not recorded and we are not able to determine the validity of the accusation. The reason the representative asked for their birth date was to check their credit. Our representatives are trained to always tell the individual that they will be checking their credit and we assume this is what was done prior to Ms. ******* entering the room.

                Ms. ******* nor her husband’s social security were used as these are not required to perform a credit check. If Ms. ******* will supply me with her address and the date the inquiries were made I will send them a form that they will need to sign and return and the inquiries will be removed shortly thereafter.

 

               

Respectfully,

 

Brandt ******

 

Compliance Manager

6/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 04/11/2015, I was misinformed tha I was actually switching my alarm provided. I was under the impression it was an update to what we already had. Additionally monitors were placed in the home and now my garage, Thought this was a super deal. The name on the form was "Alarm Protection Texas, LLC." This was misleading also as "alarm protection" is what I wanted. My wife handles the bills and I had had my 4 wheeler stolen from the yard about 8 months ago so my mind was just on protecting my property. Not realizing that I was changing my alarm protection carrier and signed the forms to make it legal. A few days later Rob ******* came and changed the sign in the yard from Skyline to Alder. I did not have a problem with Skyline, I was lead to believe this were an upgrade to what we already had. My wife came home and her electronic device was updated. She distinctly ask if this was an upgrade and was the monthly bill increased. Rob said yes it was only an upgrade and that our bill would remain the same. She had had a really bad day and did not look at the paper worik....... ?When the sign was changed in the yard we knew we had been "dooped". On April 29, 2015, two representatives from Skyline attempted to resolve this problem. We were hung up on several time and treated very rudely. An advocate specialist sent letter and attempted to aid to no avail. I know that my ignorance of not reading carefully what I was signing is my fault but I was misguided verbally on what was takimg place. Rob's partner, a young lady, never said a word maybe she knew what was going on and just kept her mouth closed. I really did not know I was changing companies, "From now on I will continue to let my wife handle things of this matter." We are now in three alarm contracts VIVINT, SKYLINE AND NOW ALDER. Vivint refused to let us out of a 2 yr contract and now this. We cannot afford to mess up our credit or continue to pay for 3 systems.

Desired Settlement: Release from the Contract without monetary penalty. NOTED ON CONTRACT BY 04/29/2015 MIDNIGHT CANCELLATION COULD BE DONE. On 04/29/2015 at 5:37, I FAX A REQUEST FOR CANCELLATION AND THE SKYLINE ADVOCATE, Damion ******** also emailed them a buyout letter.

Business Response:

May 28, 2015

 

 

Re:         Michael *****

 

 

To the Better Business Bureau,

 

 

                In response to the complaint outlined in Mr. *****’s letter we apologize if he felt mislead in any way. We understand that there can be some confusion when transferring from one home security company to another. For this reason we have a representative from our corporate office speak with each customer prior to installation to make sure they understand what is taking place. After retrieving this phone call from our archives we were able to determine that Michael was informed of the following: That Alder was not related in any way to his prior monitoring service and that he was signing a new agreement and would need to contact his prior service to cancel with them. Mr. ***** confirmed that he understood both these facts. Only after this confirmation did we proceed with installation.

 

                In order to reduce the financial burden of being in multiple contracts we are willing to pay the remaining balance of his agreement with Vivint, whom he stated would not release him from a 2 year agreement. During the phone call previously mentioned Mr. ***** informed us that there was not a remaining balance with Skyline so we will assume that agreement has been satisfied. If this solution is acceptable to Mr. ***** we ask that he send us a final bill from Vivint and we will issue him a check shortly thereafter.

 

 

Respectfully,

 

 

Brandt ******

Compliance Manager

Consumer Response:


Complaint: ********

I am rejecting this response because:    The offer of paying off Vivint is unacceptable as the balance is less than $400.00 and we have a contract balance with Skyline for $1800.00.  I was very satisfied with Skyline.    If I was satified with this new system, I may be more agreeable., but the so call "upgrade" is a down right a nusance.  The alarm in the garage is set with the house.  (garage is not attached to house)  When drivimg into garage it is difficult to turn off alarm with sensor in the house.  You have to  turn it off with phone which is VERY INCONVIENT and TOO MUCH TROUBLE.  The alarm is triggered almost daily.  We use to get calls and the police would show up but no more because it happens so often.   Now in the event that someone is actually breaking in my home, with all the frequentcy of the alarm going off, what is going to happen.  My wife is disable due to back problem and at home alone most of the time.  What's going to happen in a real emergency...I DON'T WANT YOUR SERVICE. 

I know I went through all the step with the representative but these door to door representatives have been trained well to do what they do in misleading customers. Also,  the fast talking people on the phone.  Since this situation, it was brought to my attention that  news media showed a clip on how the representatives of these alarm companies are trained to get over on the customer.  I was also told that  class action civil cases has been filed on these companies.  That let me know that I am not alone.   Verbally I was told this was basically an upgrade with the same company we had.   I don't like the system and  I dont want your service period.    Check monitoring of how often it goes off.  iT IS A HASSLE AND VERY INCONVENIENT.   


Sincerely,

Michael *****

Business Response:

June 12, 2015

 

 

Re:         Michael *****

 

 

To the Better Business Bureau,

 

 

                Although we believe the details of the events as stated in this complaint are not an accurate depiction of what took place we will agree to release Mr. ***** from the agreement as a sign of good will. A member of our customer service team will contact him shortly to arrange a time to retrieve the equipment.

 

 

Respectfully,

 

 

Brandt ******

Compliance Manager

6/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was lied to by the sales rep to get their alarm system installed in my home and went through the proper channels to cancel it, they took money from my checking account which was not the amount agreed on. I had this done on May 16, they took my money on the 18th, and now they tell me I have to wait 2 or 3 weeks to get it back, I don't understand why it will take that long to get it back, it didn't take but one day for them to take it out of my account,can you help me get my money back. Thanks Larry *****

Desired Settlement: I just want the money back that they took, and I want asap.

Business Response:

June 12, 2015

 

Re:         Larry *****

 

To Better Business Bureau,

 

 

                Thank you for bringing this matter to our attention. Mr. ***** is correct, he did go through the proper channels to cancel his account and it was cancelled immediately upon request.

                The amount agreed to on the contract is $***** which is the amount taken out of his account. There was also $4.58 taken for taxes as stated in the agreement dependent upon the state of residence.

                The reason Mr. *****’s refund isn’t immediately inserted into his account is due to the processing procedures of the bank and is something we do not have any influence over.

 

               

Respectfully,

 

Brandt ******

 

Compliance Manager

6/19/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My elderly grandmother was home alone when 2 men who worked for this company invited themselves into her home. They stated who they were and who they worked for and through very aggressive sales tactics tricked my grandmother into agreeing to something she didn't fully understand. While one of the men had her at the table going over the legal jargon the other guy was quickly working to get the alarm system installed. My grandmother was given no time to think about whether or not this is what she wanted and before she knew it she was in a contract with them. A couple of months later she shared her experience with me, her grandson, so I made a call to the company letting them know that we;'re not happy and did not want their services and to come get their stuff. They stated that we were outside the timeframe in order to stop the services and that she was locked into a contract for 5 years. After letting them know that I was a very unsatisfied customer, I told them that I would take the next step in putting stop payment at the bank. This was done and somehow they managed to find out how to get back into her account and are now taking money again from my grandmothers account. I understand my grandmother also has some fault in this but she is an elderly woman who in my opinion was pressured into this.

Desired Settlement: For the contract to be cancelled and they come and get their equipment. And cease all contact with my grandmother and stop taking money from her account.

Business Response: We apologize but we are not sure which account you are referring to. Please provide us with the account number or your grandmother's name.

Consumer Response:  
Complaint: ********

I am rejecting this response because:I read the response from the busines but was unclear as to if I should accept or reject as they were asking a question and I wanted to make sure to provide an answer for them to propose a resolution to the matter at hand.  My Grandmother's name is *** ***** and her account # is *****. 

Sincerely,

******* *****

Business Response:

May 18, 2015

 

 

Better Business Bureau Serving Utah

ATTN: ******** ******

3703 W. 6200 S.

Salt Lake City, Utah  84129

 

 

Re:         ******* *****

 

To Better Business Bureau of Utah,

 

                We actually discussed this issue with Mr. ***** last October although he was then claiming we had told his grandmother that her system was outdated and needed to be upgraded and she was under the impression our representative was from ADT. In the complaint most recently received the claim is made that our sales representative was very aggressive and invited himself into her home and like the issue before we were unable to find any evidence to support Mr. ***** claims.

                We would like to keep Ms. ***** as a customer and are willing to offer her a reduced rate of $***** as a sign of good faith. If this is unacceptable we are willing to release her from the agreement on condition that the equipment is returned to us. Please advise how Ms. ***** would like to proceed.

 

Respectfully,

 

****** ******

 

Compliance Manager

 

Consumer Response:  
Complaint: ********

I am rejecting this response because my Grandmother does not wish to have this service.  Please advise as to how we can return the equipment to you.  I do not want anyone to come to my grandmothers house without me present.

Sincerely,

******* *****

Business Response:

May 29, 2015

 

Re:         ******* *** *****

 

To Better Business Bureau of Utah,

 

 

                We will release Ms. ***** and a member of our customer service team will be contacting her shortly to schedule a time to come by and get the equipment.

 

               

Respectfully,

 

****** ******

 

Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please contact me to make arrangements to have someone pick up the equipment.  ************

Sincerely,

******* *****

6/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we have a contract with AP to monitor the house security system which they claim they do. However on 3 occasion we have had door alarm including a safe of the unit being tampered with. after hearing the inside alarm for about 35 minutes we turned it off. At no timr did we receive a call checking why the alarm were sounding. We pay a monthley fee for this. I am in the process of getting out of the contract we have with AP

Desired Settlement: DesiredSettlementID: Other (requires explanation) released from contract we have with them.

Business Response:

May 22, 2015

 

Re:         **** ******

 

To Better Business Bureau of Utah,

 

                Thank you for bringing this matter to our attention. Our notes indicate the representative that sold the system to the ******s called in on their behalf asking why the alarm didn’t sound when they tampered with the sensor on their gun cabinet. We explained to the representative that tampering with the sensor will notify the monitoring center of a tamper but not necessarily cause the alarm to go off within the home. This is the only conversation we have on record regarding this issue. To determine the cause of the alleged system on 3 separate occasions, as mentioned in the complaint, we will need to know which sensor was triggered and the date of the incident. Please respond with this information and we will begin researching the issue.

 

Respectfully,

 

****** ******

 

Compliance Manager

5/23/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Got Alarm service in March and was told will get a glass protection for the sliding door and I talk the **** ******* he said I will get it as of today have not heard anything from them. Also said I would get a camera and didn't get it.

Desired Settlement: Out of contract .

Business Response:

May 15, 2015

 

Re:         ******* ****** ****

 

To Better Business Bureau of Utah,

 

                Thank you for bringing this matter to our attention. Our records indicate that Ms. **** was presented with the option of having a glass break installed on her sliding door or instead receiving a camera, which would be consistent with the amount she is paying each month. We do not offer a monthly rate as low as hers that would include having both in addition to what has already been installed.

                I have instructed our scheduling department to research the issue and if the glass break has not been installed to schedule one immediately. I have also given Ms. **** a free month of service due to the inconvenience. This will occur at the time of her June payment which we will not automatically draft that month. We hope this solution is satisfactory and should she have any questions we would be happy to speak with her.

 

Respectfully,

 

****** ******

 

Compliance Manager

 

5/23/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company is scheming to ignore an agreement made to BBB UTAH in Nov.16,2012 , In which the company refused to tell the BBB Their offer to me was that they send some one to pick up the unit, and Iwould not from bring criminal charges against them for scamming the Elderly, forging the contract contents, breach of contract, not giving me copy of contract, not giving papers for FTC's 3 day rule.They first introduced themselves in a tongue-tied way as ADT later revealing that I had misunderstood APT.I would only accept it on a trial basisThey insisted that the shortest time had to be 6 months at a time. Finally , when I wrote them a check I was surprised that I was dealingNOT with ADT but with someone called APT.I instantly expressed my doubts they told me they put a camera in the hall way. They lied. It was a motiondetector instead. Then they left 2 doors unprotected and no windows were protected, When I begin to ask just what was I getting , they begin to claim they had to rush, slipping out to the bank and cashing the checkwith-in minutes after testing and telling us we were now protected and give it a few days before we decide to cancel.they gave us no copies because they filled it in knowing I couldn't seeafter dark someone began kicking in the door, we fled and lock the bedroom door. Police never responded, fearing intruders were in front room where phones were we hid in until daylight. They swore it was Utah's fault and not them discouraging us from using FTC cancellation.I TOLD THEM BREACH OF CONTRACT!! To get it out of my house, they said the contract was cancelled and they would send some one to pick it up in March, six months later, over a year later they begin billing me and ignores their agreement

Desired Settlement: As in our original settlement agreement, I want my money back, and them to keep their agreement

Business Response:

March 13, 2015

 

Re:         ******* ****** ********

 

To Better Business Bureau of Utah,

 

                Thank you for bringing this matter to our attention and for allowing us to respond. ******* ********, referred to in the complaint, no longer works for Alarm Protection and we have no record of an arrangement being made between him and the Better Business Bureau. We also don’t have record of any of these complaints being brought to our attention in the past.

                Mr. ******** states at the end of his letter that we had agreed to cancel his agreement and waited six months to start billing him again. Our records indicate that no arrangement was ever made and the reason the billing was six months apart is because Mr. ******** set it up in the beginning to pay 6 months at a time.

                We are open to releasing Mr. ******** from the agreement if he is dissatisfied but we would appreciate the opportunity to speak with him so we can research the multiple complaints he mentions in his letter that we were not aware of. Or, if the documentation from the previous Better Business Bureau complaint could be sent to us that would suffice. Please let us know how Mr. ******** would like to proceed.

 

Respectfully,

 

****** ******

 

Compliance Manager

5/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A door to door salesman came to my mother's home late in the evening to sell her a new security system giving her the impression his company had bought out the company she currently had a monitoring contract with (ironically her contract expired that same month)and needed to replace new equipment for her. He left with a blank check for a bank draft payment and a signature for a five year contract. At nine o'clock that same night two more people arrived to install the new equipment. These people did not have a city permit required by the city she lives in, neither did the sales man. They took advantage of a 93 yr old female and misrepresented their intention and had no business coming into a persons home that late at night. She has been paying two monitoring companies for a total of 11 payments of $48.00 per month. (They billed her twice the month she signed their five year contract.) I had to go to the bank and have the bank draft canceled and call the original security company to have their equipment reinstalled. I have filed a police report with the city she lives in. I would like to see elderly abuse curbed.

Desired Settlement: I would like to see my mother refunded for the 11 payments of $49.00 a month refunded and an acknowledgement from the company they were negligent, and an elderly abuse report made.

Business Response:

May 7, 2015

 

Re:         ***** ********

 

To Better Business Bureau of Utah,

 

 

                Thank you for bringing this matter to our attention and allowing us to respond. Please provide us with the account number in question or your mother’s name so we can research the issue.

 

               

Respectfully,

 

****** ******

 

Compliance Manager

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I have spoken with Mr. ***** ******* and he has agreed to cancel the contract with my mother. He did not wish to pursue this any further.   However, he did not offer reimbursement for past payments made.  Thank you for your help.  I believe BBB involvement assisted in Mr ******* being agreeable to canceling her contract. 

Sincerely,

***** ********

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called 3 times and written 2 letters to get the service removed from my former house and let me pay the difference and not have this service. I have heard from no one.

Desired Settlement: I want the system removed from the old house. I want to pay off the remainder of the payments. I want nothing else to do with this company.

Business Response:

May 4, 2015

 

Re:         ***** *. *****

 

To Better Business Bureau of Utah,

 

                Thank you for contacting us regarding this issue and allowing us to respond. We are sorry to hear that Ms. ***** feels like we have not responded to her requests for assistance. Our records indicate we have responded to every communique thus far.

                Ms. ***** has indeed called 3 times and written 2 letters as her complaint states but this communication was the over the span of 2 years and they did not go unanswered.  On June 10th Ms. ***** called about a notice of cancellation letter she had recently sent to us. She was informed that her 3 day right to cancel without penalty had passed since it had then been 11 months since the installation.

                Ms. ***** called in again on August 1st, 2014 and again requested to cancel. It was explained to her that she was still in a contract with us and was mailed a letter outlining her options which included transferring the system to another individual and buying out the remainder of the contract by paying 90% of the remaining balance.

                On April 1st, 2015 Ms. ***** contacted us again requesting to cancel and she was sent an updated letter explaining her options. Later that same month Ms. ***** called inquiring about a rate reduction but the individual she needed to speak to was not available. He called her back on April 22nd but nobody answered.

                We are happy to work with Ms. ***** but are confused about her complaint. She states she wants to pay off the remainder of the contract and we have sent her letters on two separate occasions stating the remaining balance and we heard nothing back from her. I have instructed our Retention department to send Ms. ***** another final statement showing the amount she would need to pay to close her account. If she has any questions regarding this process please have her contact us at ************.

 

 

Respectfully,

 

****** ******

 

Compliance Manager

 

5/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Gentlemen, I have a problem with the "Alarm Protection Alabama, LLC." A salesman came to my door on January 20, 2015. The first thing he said was that he noticed the sticker on my door for "life Alert," a company that I had had for several years. At first I thought that he was a representative of "Life Alert," and was offering me another package for that company. But as he spoke about what the company he represented was offering, I realized that it was a different company. I finally decided to accept the system. I didn't read the contract because the wording was too small to read without a magnifying glass. The salesman didn't tell me that it was a 5 year contract, which I think is unreasonable. I found out later from an attorney that I had hired. When I singed the contract, the salesman asked for a voided check for the first payment. I told him I did nbot want automatic payments from the company, so he said they would switch to invoice on March 15th. I didn't ever receive an invoice. I sent a check for $49.99 in February. My bank had blocked payment from Alarm Protection. I sent another check in March for $49.99, but Alarm Protection managed to deduct $51.99 from my checking account in spite of the block, and in spite of the fact that I had already sent a check for $49.99, the correct amount. Also, the salesman didn't mention anything about the emergency individual pendant that came with the package. After he left I called him about the pendant. I asked him what territory it covered. He said it only covered the Hazel Green area. This disturbed me, and was unacceptable to me, since "Life Alert" covers anywhere in the continental United States, so that was when I decided to cancel the contract. I have been unsuccessful in accomplishing this. To fix this problem I would like cancellation without charge. Sincerely, ******* ******

Desired Settlement: To fix this problem I would like cancellation without charge.

Business Response:

 

May 1, 2015

 

Re:         ******* *** ******

 

Better Business Bureau of Utah,

***Note, the information below is for reference only, Ms. ****** has already been released from her agreement but continues to file complaints with various agencies.***

 

Thank you for bringing this matter to our attention. The methods and practices stated in your letter are prohibited by Alarm Protection and should a sales representative be found guilty of such practices they will face serious consequences including significant fines and/or termination.

Having said that, we have had some difficulty understanding the complaints outlined in your letter and would appreciate some clarification. The first complaint listed states “by the salesman’s referencing a ‘Life Alert’ sticker on Ms. ******’s front door, she was caused to believe that the services he was selling were an additional part of that program.” We spoke with Ms. ****** on a recorded phone call prior to the installation of the system and asked her if she currently had an existing alarm service. She replied that all she had was a smoke alarm. We also went through a series of standardized questions to ensure Ms. ****** understood what was taking place. One of those questions was “Do you understand that Alarm Protection is not affiliated with any other alarm company” to which she replied “yes.”

Your letter also mentions that Ms. ****** was never informed that her contract has a term of 60 months and her poor eye sight prevented her from seeing this information on the contract. During the same phone call previously mentioned Ms. ****** is asked “Do you understand your monitoring agreement has an initial term of 60 months?” She responds “yes” to this question as well.

It is our desire that Ms. ****** is happy with the service she receives from Alarm Protection and as a sign of good faith we would be willing to reduce her monthly monitoring rate from $***** to $***** per month. Please let us know if this is an acceptable resolution. Should Ms. ****** reject our offer we would be willing to release her from the agreement on the condition she return the monitoring equipment to us. Please let us know how Ms. ****** would like to proceed.

***Please note that this is the third agency letter we have responded to for Ms. ****** even though we have already released her from the agreement. We believe this is an abuse of the system since the customer's demands have already been met.***

5/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A seller came to my home. Myself, along with a friend, purchased the product. The seller asked for my banking information, as well as my friend's banking information. The payments would be drafted from each indivdual accounts. The seller gave me and my friend separate contracts, or at least I thought they were separate. After receiving the bills. I find out later that the seller had me to sign both contracts. Therefore, I am being held responsible for both accounts. My friend have not been making any payments, but I have made every payment on my account via bank draft. The seller did not tell me that I would be held responsible for two accounts. I only signed where he told me to sign.

Desired Settlement: Remove my name from my friend's account and hold him responsible for paying his own account.

Business Response:

April 25, 2015

 

Re:         ***** *** ******

 

To Better Business Bureau of Utah,

 

                Our records indicate that Ms. ****** only has one account with us; we are not holding her responsible for any contract other than the one she has been paying for since May of 2014. Please provide us with the friends account number she believes she is being held responsible for and we will be happy to look into it, but based on our records she is only responsible for the one.

 

Respectfully,

 

****** ******

 

Compliance Manager

4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: when i got the service, the representative told me that for being a new customer to the service, he would give me 1 month to disconnect the service if i didn't like it. I told him why he didn't write me down on the contract . and he said not to worry, just call before the month , we are Utah and we need more clients in Texas i called yall before the moth to suspend the service they told me that the department that cancels and discontinues the service wads closed and only opened during week days and then after they called they told me that they were going to call back but never did. 1 week later they told me they cant do anything to disconnect the service, i disconnected the whole system and sended it back to them so , i sended a certificate to postal service, and i sended in a note explaining to them why i sended back the whole system including a list that the whole system had , i don't have anything from AP alarm protection and they keep on sending me bills each month , all of this happened in may last year so the seller promised me to give me 1 month try out, and if i didn't like it they would disconnect it i had confidence in him and he lied , what i want is that they stop sending me costs and bills because i have nothing of their company in my home or anywhere and not to damage my credit , thank you

Desired Settlement: i want them to stop sending me payments because i dont have anything installed from that company in my house , and i already send everything back

Business Response:

March 5, 2015

 

Re: ****** ******** (********)

 

To Better Business Bureau of Utah,

 

Thank you for contacting us regarding this issue and allowing us to respond. Mr. ******** signed up with us May 8, 2014. On June 7th he called us with a question about his bill and also mentioned he would like to cancel.

Mr. ******** called again on June 9th and was told he could not cancel because it had passed the three day right of rescission. He said he would think about the options and get back to us. He then called back later on that day and claimed the representative promised him that the three day right of rescission would be extended to 30 days, which is a commitment our representatives are not allowed to make. We called the representative immediately afterward and he said he made no such agreement with Mr. ********.

The account was then transferred to our compliance department. When the compliance department contacted Mr. ******** he was very impatient and said he had already hired someone to come remove the system from his home and he was done with it. We informed him we had just been notified of the issue and had been in touch with him every day since. Mr. ******** responded that he didn’t care and hung up. The compliance department called Mr. ******** back that day and left a message explaining we weren’t able to cancel the account because the contract he signed clearly explains on the front page in regular print that the time period for cancellation is three days after the date of installation and that time had passed.

As a sign of good faith we are willing to release Mr. ******** from the agreement on the condition that he pays 50% of the $****** owed on his account. The total required of Mr. ******** would be $******. Please let us know if this is an acceptable arrangement.

 

Respectfully,

 

****** ******

 

Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the complaint, but I have a question before i fulfill this response. If I pay the 50% of the arrangement, will this by any chance affect my credit? And will it also stop the flow of incoming bills/payments from the AP Alarm System Company? If so, I will gladly accept the amount they asked me to pay up which is the 50%. I am expecting a response, please let me know and I will gladly accept the arrangement. 

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me after a response. 

Sincerely,

****** ********

Business Response: I apologize, I wasn't notified that your check had come in. I have closed the account and a member of our Customer Service team will be contacting you shortly to retrieve the equipment.

4/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid Alarm Protection $480.00 on 2/4/15 for security cameras (the most important part of the service I requested - nothing else mattered without the cameras) that were never installed. I waited the 3 weeks they indicated it would take and began calling to ask when the cameras would be installed. The technician ignored my calls, the salesman said the technician would be the one to talk to, so I began calling customer service. I finally got someone who schedule an install on Friday 3/6/15 with a window between 8 am and 12 pm. I took half a day off from work and nobody showed. Finally at 10 minutes until noon, I had a voicemail indicating the technician had car trouble and would not make it. I was furious and decided to cancel my service all together. I called customer service and was ignored again and again. Finally I've been charged for the cameras and 3 months of service - today for April services when ADT has been in place since 3/13/15 - 4 cameras ONE WEEK AFTER INITIATING SERVICE. I want my money back NOW!

Desired Settlement: I have filed a dispute with my bank but they indicate I should continue to try and resolve the matter with the provider. However, the provider continues to ignore me and now I've had to pay an additional charge to stop the payments.

Business Response:

April 16, 2015

 

Re:         ******* *. ********

 

To Better Business Bureau of Utah,

 

                Thank you for bringing this matter to our attention and allowing us to respond. For clarification purposes the $480 paid at the time of installation included the installation fee ($***), the first payment ($*****), and the cameras ($******).

                The system was originally installed February 3, 2015 and Ms. ******** was notified there would be about a 3 week wait for them. On March 6th we attempted to reschedule the appointment for the following Monday but Ms. ******** refused.

                We apologize and take full responsibility for the cameras not being installed, as well as the missed appointment by our technician, and we are willing to compensate Ms. ******** by giving her two months of free service which will add up to more than half of the cost of the cameras. Additionally, the cameras are ready to be installed anytime that is convenient for Ms. ********. We await her reply on how she would like to proceed.

 

Respectfully,

 

****** ******

 

Compliance Manager

 

4/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 12/3/2014 – I called Alarm Protection regarding the fact they had been charging my mom for services that she did not receive. The first customer service representative indicated that she would have to pay for the remainder of the 5-year contract in order to close her account. She also stated that they had noticed that there was a problem with the alarm system during the summer of 2013 (but they continued to charger her). I was transferred to another representative; I requested a copy of the contract to be sent via physical mail and that the sales representative contact me (since they wouldn't provide his/her contact information) to discuss the terms of the contract. 12/4/2014 – the sales representative never called me. I called customer service again and asked if a technician would come to fix the alarm system since it was not functional. The customer service representative scheduled a technician to arrive the next day (Friday, 12/5) between 10 am - 2 pm. I also inquired about the possibility of a credit, early termination, or something due to the fact that my mom paid for a service that she did not receive. The customer service representative indicated that she would call me back after she talk with her manager and stated “but that is a lot of money to refund back”. She never called me back. 12/5/2014 – I waited practically all day for the technician to arrive; the technician was a "no-show"; I had to call to reschedule another appointment. I was also told that one of the managers (***** or *** [sp?]) would call me either 12/8 or 12/9 to discuss my mom’s account. 12/11/2014 – I called the company again indicating that I had not been contacted by the managers and was told they would be notified. 12/22/2014 – when the technician called regarding his arrival time, I told him that I was still waiting on the managers to contact me and wanted to resolve this issue prior to any service being provided. As of 2/3/2015, we still have not received a copy of the contract and none of the managers has contacted me as promised. However, the company is still sending bills to my mom even though the alarm system remains non-functional. In addition, a burglary occurred in Oct 2014; the alarm company did not notify the police.

Desired Settlement: At this point, I would like for my mom to be released from the contract and the account to be closed. In addition, I want to discuss the payments that the company has received for services that were not provided. This has been an unnecessary headache. It’s unfair for the company to expect customers to continue to pay for services that have not been rendered. The company’s website indicates “People: You are our first priority. …know that you are our primary concern.” I want the company to actually uphold this statement about the customer being their "first" priority rather than being concerned only about obtaining sales and making money.

Business Response: To make sure I'm researching the correct account is this regarding Ms. ****** *****?

Consumer Response:  
Complaint: ********

That is the correct account. 

Sincerely,

 * *****

Business Response:

April 9, 2015

 

Re:         *-*****   (****** *****)

 

To Better Business Bureau of Utah,

 

                This letter is in response to *- ***** allegations that her mother, ****** *****, was charged for services she did not receive and that the system is not functioning

 

                Ms. ***** has indeed been charged on a monthly basis according to the terms stipulated in the contract. We attempted to reach ****** on the 30th of July, 2013 regarding the functionality of the system but were unable to reach her. It wasn’t until December of 2014 that we were contacted by the daughter of ****** requesting that a technician be sent to fix the system. Based on the notes on ******’s account it looks like our technician missed the first appointment and *****’s daughter cancelled the second.

 

                As a sign of good faith we will agree to release ****** from the agreement once the alarm equipment is returned to us. If ****** agrees to this we will have our scheduling department contact her to make the arrangements.

 

Respectfully,

 

****** ******

 

Compliance Manager

4/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: a sales res for alarm protection, Mr. *** *****, number ************ cell, stated to me that alarm protection bought out Monitronics, my previous house alarm company. I was NOT aware that this was FALSE when I received a call from Monitronics and I told the representative what happened and she specifically stated that this has been going on a lot in TEXAS! So I signed 42 month option under false pretenses and I want out since I still have monitronics as my alarm company. I'm know paying two house alarm companies for being mislead by Mr. *****. I need your assistance in this matter!!

Desired Settlement: I want the money back, 48.70 for the past two months and the contract destroyed....that is all I'm asking! please contact me ASAP!

Business Response:

 March 26, 2015

 

Re:         ****** ******* ******

 

To Better Business Bureau of Utah,

 

                This letter is in response to Mr. ******’s allegation that the Alarm Protection representative told him Monitronics had been purchased by Alarm Protection. Mr. ****** signed a document titled “General Questionnaire” which contains the statement: “I understand that Alarm Protection is not affiliated, acquiring, merging, taking over, partnered, buying out, a “sister company” of or associated with any other alarm monitoring company in any way, including my previous provider” We also discussed this with him over the phone in a recorded phone call where our representative asked him if he understood we had no affiliation with his previous provider and that they were still in business and he responded that he did understand.

                It is our desire that Mr. ****** is content with his home security service and to show him that we are willing to reduce his monthly monitoring rate from $***** to $***** as well as lower his contract length from 42 months to 36. If this is unacceptable to Mr. ****** we will honor his wishes and release him from the agreement. Please advise us how he would like to proceed.

 

Respectfully,

 

****** ******

 

Compliance Manager

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

4/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: An unsolicited door-to-door salesman from Alarm Protection USA came through our neighborhood in Alabaster, AL, selling alarm devices. We signed up for the security protection for insurance purposes, security, and also because also tied to this security protection was fire alarms that would be engaged in the case of a fire. We have dogs so that is what sold us on the system plus the fact that the salesperson ensured us that we could use the system with the dogs, so we signed up for the motion detector option. The installers came out and installed glass breaks because they said the motion detector could not be installed for the pets without setting it off and the glass break sensors would be better and not go off with the dogs. We had used the system initially but then our dogs set off the system with the glass breaks and the police came out to our house. The security fee autodrafts 54.99 each month from our account, and I get paid once a month. I called today to discontinue the service since it was pay day and obviously we were not able to use it and had not been able to for a while and I was able to catch them during the weekday business hours. I was informed that we were tied to a 5-year contract and the options were either to move out of the service area or to transfer the system to someone else, both of which are not options for us. I was also told that there was no supervisor that I could speak with. When I asked for another number, I was just given the same number as I had called (**************) and called back and talked to another rep. Both reps said there were no supervisors or other individuals that I could speak to and the options were to move or to transfer to someone else. Those are not options and the product was misrepresented for what we had purchased and we have been unable to use it. With $54.99/month through autodraft on our checking account, they receive $659.88 per year. This means that the company is receiving $3299.40 for a five-year contract on a product and services that are not used and there is no legitimate way to cancel/discontinue the service. The only way to not autodraft is for me to change my checking account or implement a stop payment. If I passed, they probably would still be autodrafting from my account until 2019. And moving to Alaska or passing off this financial obligation to someone else is not an option, especially with the company misrepresenting its product and with no way to discontinue legitimately. This is not right and the way Alarm Protection USA operates business seems bogus, especially when I have no recourse to talk with any supervisors or others and the reps are talking with each other about me calling in (it seems like they are working out a room in Utah sitting around the kitchen table and apparently have no supervisors, which seems even more shady).I am not even sure at this point given the customer service that if I was using the system that the company would provide the security protection that was needed to be able to get police or fire out to our house in an emergency. They are a Utah-based company but they go door-to-door to homes in Alabama to initiate their services and sell their products. Their salesperson came to my door. I did not go to them. The product and service they represented is not the product and service we received. If we can't use it with the dogs, then it is not protecting us from thieves or other criminals and negates having the system at all. Bottom line -- The company misrepresented itself in selling the product and services as I was ensured by both the sales person and the installers that I could use the system with my dogs. Now, they are being unreasonable to discontinue the services because of the contract, irrespective of the fact that we cannot and have not been able to use the system (so they have already received "free" money and expect to receive funds each month until sometime in 2019). I told the reps I would be filing a consumer compliant and that did not provide any other options. I was informed that if I did not pay that I would be referred to their collections. I spoke with my financial institution and have also engaged some options there in the interim since the fee is automatically being deducted each month by autodraft. Please help -- this isn't the way to do business. I can't install another security system since am tied to this one financially and can't use the one I have. If someone breaks into my house or there is a fire, I have no security protection and no fire alert services. I thought the security system was going to be a good thing but all it has been is a waste of money and now frustration. Like I said, I fear at this point to even use it and that the company can provide the services they said they could, given it would not work with my dogs though they ensured me it would at the time of purchase. I don't know what to do. Thank you for your help and attention in this matter. I am sure I am not the only household in Alabama with this problem.-- Frustrated homeowner in Alabaster, AL, with a security system she cannot use

Desired Settlement: Discontinuation of contract and no accrued charges; termination of autodraft from checking account.

Business Response:

March 12, 2015

 

Re:         ******** ******* *******

 

To Better Business Bureau of Utah,

 

                Thank you for contacting us regarding this issue and allowing us to respond. Ms. ******* signed up with Alarm Protection on January 20th, 2014. The contract stipulates a 3 day right to cancel without any penalty. According to our records Ms. ******* never expressed a desire to cancel her contract until February 27th, 2015. Since it had been over a year since the installation we informed Ms. ******* that she would have to pay 90% of the remaining balance to cancel or she could attempt to transfer the contract to another individual. She responded by stating she would put a stop payment on her automatic billing and was going to file a complaint with the attorney general.

 

                The other complaint listed in Ms. *******’s letter states that her dogs are setting off the glass break sensors. This is the first time this issue has been brought to our attention and we are happy to send out a technician to see if an adjustment needs to be made.

 

                There also seems to be a concern of not being able to afford the system at its current monthly rate. We are willing to discuss the rate with Ms. ******* to see if we can come up with something more manageable for her.

 

                Again, we were never informed of these issues until we received this complaint and we are more than willing to work with Ms. ******* to find resolutions for each of them.

 

Respectfully,

 

****** ******

 

Compliance Manager

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

 1) I signed the contract based upon the sales rep and the technicians all saying that the system would work with the dogs.  I said I would stop payment and file a complaint recently since the company said there were no other options except to transfer to someone else or pay thousands of dollars...for a system that I cannot use and that was misrepresented. The response of the company is retaliation because I said I would file a complaint.   I wonder how many other Alabama homeowners this Utah company has preyed upon, stating a system will work just to get the contract signed.   I will not pay further based upon the system not functioning and now also based upon the way this company operates.   -- "Thank you for contacting us regarding this issue and allowing us to respond. Ms. ******* signed up with Alarm Protection on January 20th, 2014. The contract stipulates a 3 day right to cancel without any penalty. According to our records Ms. ******* never expressed a desire to cancel her contract until February 27th, 2015. Since it had been over a year since the installation we informed Ms. ******* that she would have to pay 90% of the remaining balance to cancel or she could attempt to transfer the contract to another individual. She responded by stating she would put a stop payment on her automatic billing and was going to file a complaint with the attorney general. "

 2) Not true and this is an attempt to twist the situation.  Based upon my interactions with this company, I no longer wish to be a customer.  I wouldn't transfer my contract to my own worst enemy based upon the way they handle the "security" business... I have and have had no security -- "The other complaint listed in Ms. *******’s letter states that her dogs are setting off the glass break sensors. This is the first time this issue has been brought to our attention and we are happy to send out a technician to see if an adjustment needs to be made."

 3) Not true.  Blatant attempt to change the direction of the complaint.  But obviously I cannot use the system with the dogs.  So there is no security -- which is what I had originally signed up for and was advertised to me that would be the product I would be getting, whether I had that for 3 days or 3 years.  Time irrelevant..  -- "There also seems to be a concern of not being able to afford the system at its current monthly rate. We are willing to discuss the rate with Ms. ******* to see if we can come up with something more manageable for her."

  4) You can't speak to anyone at that company without getting the run-around and cannot speak to a supervisor.  They solicited my neighborhood and misrepresented their product functionality.  I did not go to them.  -- "Again, we were never informed of these issues until we received this complaint and we are more than willing to work with Ms. ******* to find resolutions for each of them."

Sincerely,

******** ******* ******* 

Business Response:

March 26, 2015

 

Re: ******** ******* *******

 

To Better Business Bureau of Utah,

 

This correspondence is in response to the rejection of our previous letter, we see that Ms. ******* has filed a subsequent complaint regarding the very same issue.

In our response to the original complaint we stated she had not attempted to cancel her agreement until February 27th, 2015 which was well outside the right of rescission time frame. Ms. ******* responded “Not true,” but didn’t provide any explanation or correction of why it was “not true.” Please have Ms. ******* supply us with dates and times of when she attempted to reach us and proof if possible such as call logs from her telephone and we will gladly research our records for possible mistakes.

She stated again that the glass break sensors will not work with her dogs but won’t agree to allow a technician to see what the problem is. It would be helpful to know how it was determined that the dogs are setting the sensors off since they are not triggered by motion; they are set off by the sound and pitch of breaking glass. It is very unlikely that any sound the dogs might make would match the sound and pitch of breaking glass. It is more probable that a sensor is malfunctioning and could easily be replaced by a technician.

Ms. ******* stated she is never able to speak with us and we just give her the runaround but our records indicate she has only called us twice, both calls being within 10 minutes of each other, and on both occasions we listened to her concerns and offered possible solutions.

We are willing to send a technician free of charge and if it is determined that the dogs are triggering the sensors we will release Ms. ******* from the agreement.

 

Respectfully,

 

****** ******

 

Compliance Manager

3/28/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ***** ***** *************. On 2/6/14 Came to my Father house to sell a system. My father has dementia his care giver told ***** that I make his decision for him. She gave ***** my phone number to call and see if I was interested. ***** had His employer on 2/7/14 run a hard inquiry on my credit without ever talking to me or asking if I would authorities him to do so. He finally called Monday to ask about scheduling a install. I asked him why would he move forward with out consulting me. He was rude and never apologize for his actions. I called ************* and had to have a request sent to my to decline a service I never ask for. A hard inquiry on a credit report is bad for something not authorized or asked for. I would think this is a form of identity thief. Surly this is not common practice for this company.

Desired Settlement: Properly discipline for your Rogue employee. Apologies.

Business Response:

March 3, 2015

 

 

Re: ******** ******

 

 

Dear Better Business Bureau of Utah,

 

Thank you for contacting us regarding this issue and allowing us to respond. All Alarm Protection sales representatives are prohibited from running a credit check on a prospective customer without their express permission, as clearly stated in our Code of Conduct.

 

Our records show that the representative in question has not violated this directive in this instance or on any other occasion. I personally spoke to the representative and he assured me that he always gets the potential customers approval before he performs a credit check.

 

We understand the potential for misunderstanding, especially when business is conducted over the phone, and if such was the case we offer our sincere apologies to Mr. ******. We are happy to send a request for the inquiry to be removed from his credit report. All we need is a letter from Mr. ****** requesting the removal including the date the inquiry was made.

 

 

Respectfully,

 

 

****** ******

Compliance Manager

3/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A sales representative for ALARM PROTECTION TENNESSEE, LLC (TENNESSEE LICENSE NUMBER: ****) misrepresented a "Questionnaire" document as an agreement.12/5/14 - AP sales rep (****** *******) presented for my signature a document stating "If I have any outstanding financial or contractual obligations with my Previous Provider, my security consultant has agreed to pay me $234.00 if I notify him in writing within (30) days of the installation of my alarm system with Alarm Protection." (ref: Item 8 of AP GENERAL QUESTIONNAIRE) AP rep (****** *.) also stated that the $99.00 installation fee paid at the time of installation would also be included as part of the $234.00 payment. AP was notified on 1/3/15 of outstanding balance of $106.47. 2/3/15 - AP sends a check for $106.47. Upon questioning AP rep (2/13/15 phone call) as to what happened to check for $234.00 as agreed to with sales rep. they state that the referenced Item 8 was only a "questionnaire" and not binding as a contract. I do not accept that claim, a unilateral contract is one in which there is a promise to pay in return for actual performance. The AP GENERAL QUESTIONNAIRE certainly does meet that criterion. Copies of all documents are available for review.

Desired Settlement: ALARM PROTECTION TENNESSEE owes me $127.53 as agreed to on 12/5/14 ($106.47 + $127.53 = $234.00)

Business Response:

March 2, 2015

 

Re: ******* ****** (********)

 

To Better Business Bureau of Utah,

 

 

Thank you for contacting us regarding this issue and allowing us to respond. The money in question is intended to satisfy the customer’s previous agreement so they are not billed by the previous provider in addition to Alarm Protection’s monthly rate. In this case the amount written on the form was $****** but the remaining balance ended up being $****** which is the reason a check was sent for that amount. The $****** was most likely the approximate amount to satisfy her remaining balance with her previous company. Our purpose in including that language is to ensure the customer is not paying for two alarm bills. The specific language in the document is:

 

“If I have any outstanding financial or contractual obligations with my previous provider, my security consultant has agreed to pay me $****** if I notify him in writing thirty (30) days of the installation of my alarm system with Alarm Protection.”

 

We understand that a strict technical reading of this statement suggests Ms. ****** would receive payment in the amount of $****** rather than the $****** she received. We will agree to pay Ms. ****** the difference if she provides proof that the remaining balance of her contract with her pervious provider was $******, not $******. She will not be entitled to a windfall based on an assumed number.

 

 

Respectfully,

 

 

****** ******

Compliance Manager

3/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Every single month since we signed up for AP service, we've had billing issues. For the first 6 months, our bill was incorrect because we agreed to pay $51.99/month, yet our bill showed an overdue balance of charges that were waved per contract by the rep who signed us up in our home. There was never any dispute or question as to what we owed, $51.99, but our bill reflected outrageous amounts for months. Every time I called, the customer service rep either fixed the amount without offering an explanation, or we were told the glitch was due to a new billing system. After our billing issues seemed to be settled, we stopped receiving a bill each month. We did not notice we had not received a bill until we received a bill showing we owed for 2 months. When I called customer service, no one seemed to know or care why this was happening. There have been at least 3 months in the past year that we did not receive a bill. Our mail service is very reliable, and we have organized, responsible practices for receiving and paying our bills in a timely m****r. It's as if AP is working against us. We are baffled that any business would fail to resolve billing issues so they'll get their payments on time. We in no way desire to use auto-billing. We would prefer to make our payments online, but AP does not offer this option.

Desired Settlement: Please send us our bill every single month, without fail. If you would like to also send it to our email address, please do: *****@bellsouth.net We simply want you to bill us on time, so we can pay on time. Thank you.

Business Response:

March 2, 2015

 

Re: ***** **** **** (********)

 

To whom it may concern,

 

 

Thank you for contacting us regarding this issue and allowing us to respond. The customer states in their letter that their bill was incorrect for the first 6 months of the contract and that they had only agreed to pay $51.99 per month. Our records indicate that the ****’s have always had a rate of $51.99 and that the discrepancy occurred due to our bills being sent 20 days prior to the due date which was before the ****’s had paid the current month’s bill. The result being two months payments were reflected on the bill. This was explained to the customer on January 23, 2014. We apologize for any confusion this may have caused but sending bills prior to their due date is a common practice in business and the intent is to give the customer ample time to look over the bill prior to the due date.

 

Ms. **** also explained frustration for not receiving a bill on possibly three separate occasions. Again, we apologize if this was an error on our part, though; the arrival of the mail is dependent on multiple parties. For this reason we recommend customers take advantage of automatic billing. We understand Ms. **** does not wish to use this service and we are happy to accommodate that request but ask that Ms. **** take into consideration that billing this way is more susceptible to error and the absence of a bill is not necessarily due to a failure on the part of Alarm Protection.

 

 

Respectfully,

 

 

****** ******

Compliance Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is characteristic of the customer service we've received thus far--unconcerned and accepting no responsibility. It's unfortunate that AP misunderstood my complaint. We well know that bills are sent before they're due... the rudeness of that response speaks for itself, so I won't address it. Our complaint was that we don't always receive a bill, but this is going nowhere. We've taken it upon ourselves to mark our calendars each month to make sure our payment is mailed to AP, regardless of whether they send us a bill, so that we do not appear to be non-paying customers. We will not recommend AP's services to anyone in the future, nor will we again make the mistake of receiving a door-to-door salesman into our home. We mistakenly took the salesman's professionalism and character as a representation of the entire company.

Sincerely,

***** **** ****

3/5/2015 Problems with Product/Service | Complaint Details Unavailable
1/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Alarm Protection wants me to pay for equipment that they did not pick up from my home 30 days after I closed my account with them. Violating contract Truthfully, my sales rep who sold me the equipment and service of Alarm Protection did good work. He sold me the product and had it installed that day. This happen sometime near July 11, 2014. Unfortunately, the Technician wasn't able to get the equipment fully functional and asked me to give the company a day or so to get it working. After the weekend had passed and the issue wasn't resolved, I requested that a cancelation of the account take place. I verbally told my sales associate and submitted their contract cancelation request twice via fax. The contract states that Alarm Protection has 30 days to pick up their equipment or if not done within that time, it can be discarded without issue. I received a call a few days later from their customer service asking me how I was enjoying my service. Clearly the gentleman didn't know that I had already canceled at that time, so I told him I was no longer a customer and was waiting for someone to come at pick up their equipment from my home. He expressed understanding at that time. Few weeks later while at work I was left a voicemail by the Technician who put in my equipment asking if I would give them a chance to fix the technical problem with the equipment and continue my service. I gave no response back to the inquiry. I went back to ADT Security for my home and they put their equipment in and also neatly took down Alarm Protection's equipment for me and placed it at my front door all boxed up, while I was waiting for them to Pick up their equipment. The equipment in question stayed by my front door for almost 2 months waiting on Alarm Protection to get it, when they didn't come by I threw it out with the trash August 29, 2014. My nightmare began September 16, 2014 when Alarm Protection called my voicemail leaving a message trying to schedule an appointment to take down their equipment. They left voicemails again on the 17th, and the 18th. I just figure that with their history of not being on the same page as me that someone was calling me not knowing that I had already canceled my service. My job doesn't allow me to talk on cell phones during work so when I returned home I called back, and spoke with an agent. She then began to tell me that I will have to pay for their equipment since I threw it away, at which time I reminded her of the contract saying that they had 30 days to come pick it up and they didn't. She says it really means that they had 30 days to contact me to schedule an appointment and that Alarm Protection would be sending me a bill. I told her they are violating the contract that I signed and I'm not paying for it because they didn't pick it up as advertised so it's not my responsibility. Middle of October I receive a bill from Alarm Protection for their product quoting me a price near $1,000.00. I called and spoke with a agent and she begins to tell me a story of how the contract implies 30 days to contact a set up an appointment and that it didn't mean they had 30 days to pick it up as well. My last contact with this company I spoke with an agent named ***** and she begin going down a list of reasons and dates in September also noting that Alarm Protection sent a agent to my home on September 17th, without an appointment mind you, to pick up their equipment. She said that her Supervisor ****** reviewed some recorded phone records and she knows for a fact that they tried to make an appointment and left me a message requesting to do so on July 28th. I want nothing to do with this Company, I want the harassment to stop and the constant threats to go away. They have horrible and distasteful business savy. I work as a nurse, and when I have written or verbal orders I follow them to the letter. I've never known a contract with a Company to have an implied meaning. That's why a contract is written and signed in the first place, to eliminate doubt and uncertainty of the terms of the agreement. I request that this company leave us alone.

Desired Settlement: I simply want Alarm Protection to stop the harassment and leave me, my wife and child alone and stop calling me at work. I feel as though they were and are dishonest and have awful practices and are just trying to take money from innocent customers for products that don't work. They are bullies. I want the business to simply leave my home alone and stop asking me for nearly $1,000.00 dollars.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
December 2, 2014



Better Business Bureau of Utah
Attn: ******** ******
5673 S. Redwood Road
Salt Lake City, Utah 84123

Re: ********* ******* # ********

Dear ********:

Alarm Protection (hereafter "AP") is in receipt of this customer's complaint. Customer alleges that AP is harassing him and his family by way of attempting to collect a debt of approximately $1,000.00 for equipment. Customer states per the contract that AP had 30 days to pick up the equipment and that since that did not happen, customer discarded the equipment. Customer contends that he is not responsible for the equipment.

Customer initially had his alarm installed on July 11, 2014. However, Mr. ******* exercised his right of rescission by sending in a timely Notice of Cancellation. AP, called customer on July 28, 2014 to arrange a time to pick up our equipment but they did not make contact with him, so a voice mail message was left to that effect. AP did not receive any return phone call from this customer. On September 17, 2014 two subsequent phone calls were made to customer in an effort to pick up AP's equipment but each time, AP only reached the customer's voice mail and left messages. Again, there were not any return phone calls from this customer. On September 24, 2014, AP called customer and actually spoke with customer to arrange a time to pick up the equipment. The customer told the intake operator that AP could no longer pick up their own equipment.

Customer contradicts himself in his complaint in that he claims that he put AP's equipment on his front door for almost 2 months and then states, "....when they didn't come by I threw it out with the trash August 29, 2014." Since his contract started on July 11, 2014, and he claims to have thrown it away on August 29, 2014, it does not compute to two months. Additionally, on the recorded call with the intake operate of September 24, 2014 he states that AP could not pick up their equipment.

Based upon the foregoing, it is AP's position that this customer has failed to cooperate by failing to return calls after several messages, inconsistencies in his own account, and then his own self admission of discarding the equipment, that customer is responsible for the cost of the equipment. Further, that AP intends to pursue collection of the debt for the cost of the equipment. If customer actually has the equipment, then AP would respectfully request its return to resolve this matter.

Regards,



****** *********, Paralegal

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The contract I signed with Alarm Protection says that they have 30 days to pick up their equipment. It doesn't say that they need to set an appointment to pick it or, or that they simply need to leave me a voicemail. There is no implied meaning in contracts. The sales associate didn't have an appointment when he installed the equipment, but he was able to do it that very same day. I expected the very same results when they were to pick up their equipment. The contract also clearly states that if the equipment is not picked up in 30 days, that it can be discarded without penalty or payment. The BBB should look at the contract I signed and show me where I'm in violation. If Alarm Protection can provide the voicemail left on my phone requesting an appointment to pick up equipment on July 28th, or the contract where it says that they simply have to make an attempt to contact me, I'd be glad to pay for their equipment. As I said the equipment was at my door for almost 2 months as originally stated. Not exactly 2 months as ****** *********,Paralegal, implied that I said. Let us also note that Alarm Protection decided, based on their notes, to wait over a month between attempts to make an appointment to get their equipment. That of course is assuming that they actually left me a voicemail to pick up their equipment on July 28th. The call I received on July 28th was from the gentleman that installed my equipment asking me to give the company a chance to fix the faulty equipment so that I would continue service with them. September 17 was the first time the company actually tried to make an appointment to pick up their equipment. This is a outright attack on my character. I've also worked as a Sales Associate before, so I know what bad business looks like. This is aweful and distasteful. Please show me the contract and or the the voicemail from July 28th.

Business Response: Alarm Protection ("AP") is in receipt of customer's rebuttal. Customer notes that there "is no implied meaning in contracts", and that because AP contacted him to arrange a time to pick up our equipment, it was improper and implied a meaning. AP is not certain what that implied meaning is, other than professional courtesy used in an effort to pick up our equipment at a time convenient for this customer. However, despite multiple attempts that were made to collect our equipment, AP did not receive any return calls from this customer. The call of July 28th was previously requested by this customer to be reviewed and it was by a Manager, and customer was made aware of this on November 13. Therefore, AP is not going to continue to duplicate efforts. Customer now contends that AP is attacking his character. This is simply incorrect. Alarm Protection has pointed out information based upon notes and recorded calls; that this customer has been inconsistent as previously stated. Specifically, he claims in his complaint filed with the BBB that he discarded AP's equipment on August 28, and thereafter on September 24, he informs our intake operator that AP can no longer pick up our equipment. Based upon the foregoing, it puts AP in a precarious situation in that we believe that no matter what approach we take with this customer, he is not going to cooperate. At this time it is AP's position that since customer did not verify whether he had AP's equipment or not, that AP will assume it has been discarded. Accordingly, AP will continue its collection efforts for the missing equipment.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Ok, I'm not sure I even understand the confusion from AP on why they can't pick up their equipment from me. The equipment was discarded on August 28th. AP called me on Sept. 24th to pick up equipment that was no longer and currently isn't in my care. It was discarded. This was done because the contract that I signed with AP says that I have the right to do so if they haven't picked up their equipment in 30 days of cancelation. AP's main point being made to me based on talking to their reps is that they called me on July 28th to set up an appointment. Again, if this July 28th attempt was actually made, why didn't they call again until Sept 16th? I don't believe this to be true. I check my voicemails and the gentleman who left me the message was asking me to continue my service with AP and allow them to fix the problems I was having. Being that I had already spoken with this company and notified them that I #1)no longer wanted their service,2) faxed in a cancelation of my service, and 3)informed their customer service stating that I was waiting for AP to pick up their equipment, I felt no call back was needed to speak with the company I had already told at least 3 different times to come pick up their equipment. Now I have this new note from AP stating that they are in a precarious situation not sure if I have the equipment or not. To even say that statement is a testiment to how unorganized the company currently is. It also implies that whomever wrote this response has a belief that I actually want AP's equipment, that I cancelled because it didn't work. Why would I want faulty equipment? Why would anybody want faulty equipment? I personally would gain nothing from keeping bad equipment from AP. I threw it away once 45 days had passed from my cancellation. Based on their records I'm not sure why AP decided to wait over 7 weeks, from July 28th to September 16th, between contact with me to make an attempt to pick up their equipment. I acknowledge that September 16th was the first time that they actually did call me and leave a voicemail to set up an appointment to pick up their equipment. They also called me on Sept 17th and 18th requesting to pick up their equipment. That is why I called back and informed the young lady that she can't pick up any equipment from my because I didn't have it. It was thrown out already. That is when she began to tell me how they were going to send me a bill for their equipment. Based on the contract signed and in question, AP had 30 days to pick up their equipment. Based on that information and contract agreement it is the responsibility of AP to pick up their equipment in 30 days. Not to simply call for an appointment. Not that it would change this unfortunate situation, but if the message from July 28th from AP says anything about wanting to make an appointment, show me the proof. I don't believe in the integrity, customer service, or sales practices of AP. I feel when they noticed that I no longer wanted their service, they begin trying to find a way to get money out of our deal by any means necessary. This is why I filesd this complaint with the BBB in the first place. These practices are unethical, distasteful, and should be illegal. I don't want anything from AP, nor will I ever. I just want them to go away quickly as they came and accept responsibility for not honoring their own contractual agreement.

Business Response: Alarm Protection (hereafter "AP") is in receipt of customer's second rebuttal, and this will be AP's final response. AP is not going to readdress this complaint again. AP's former decision is in place in that we are holding customer liable for equipment discarded for the reasons stated in prior responses.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It seems to me at this point that Alarm Protection has simply decided to violate the contract and agreement that I signed with them, by now asking me to pay for their equipment after I have discarded it with their contractual consent. That doesn't sound like good business by any stretch of the imagination. They didn't retrieve their equipment within 30 days of my cancelation of their services. Our contract says that I can discard it if they haven't picked it up so I discarded it. These are the simple truths. I don't understand the grounds on which AP is asking me to pay them money on based on our contract.

Business Response: Company's response has been filed on two previous occasions.

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Feb 8, 2014, there were 2 men came to my door on Feb 8, 2014 and said they are here to change over my alarm system, so of course I took them in and they explain to me this is a better system then the one I have at the present time, it was my fault I never questioned them I honestly thought they were from Vivint, until the Vivint called me the following Sat Feb 15,2014.

Desired Settlement: I want them to stop sending the bills it is now up to $499.99

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection ("AP")is in receipt of this customer's complaint. Customer entered into a contract for monitoring of a home security service on February 8, 2014. The contract is for a period of five years. Customer claims that she thought AP's representatives were with her prior alarm company, Vivint.

Before this alarm was installed in this customer's home a preinstall survey call was conducted for purposes of quality assurance. A series of questions were asked to customer which would clearly distinguish that AP was a different company than Vivint, and hat there was no affiliation between these company and never has been. Customer clearly understood the distinction by way of her responses. Additionally, she also acknowledged her understanding by way of her signature to our General Questionnaire which reiterated the preinstall questions.

At this time, AP does not find sufficient reason to release this customer.

Regards

11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Targeted my 85 year old father. Installed security system when he already had one with ADT. Came to his house talked to him about saving him money and installing their system which would be "local" he had a system with ADT and did not understand what they were trying to do. I have sent a cancellation signed by my father within the 3 day time requirement and receipt was verified by their employee *****. The system was installed 11/12/14 and cancellation was sent 11/13/14. Since then I have been trying to schedule pick up of their equipment and have been told scheduling dept is in a meeting, call back. Call and have to leave message and no return calls.

Desired Settlement: Pick up of their equipment and a refund of the 49.99 which has already been drafted from his checking account.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ *** ***
Contact Email: ********@alarmprotectionusa.com
On 11/18/14, I called and spoke with ******** *****,who filed this complaint on behalf of her father, who is the customer. Customer was upset that an alarm was sold to her elderly father in that she claims that he was mislead. Based upon my research, I did not find any misrepresentation. Ms. *****,submitted a timely Notice of Cancellation on behalf of her father. Her later complaint was that she wanted the equipment picked up. Alarm Protection made arrangements to have our equipment picked up with her father. I personally called and followed up with Ms. ***** to let her know this was arranged. Ms. ***** told me she was satisfied with this resolution.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed a contract. Sent a certified letter to cancel the contract. They promised a partial refund. They keep finding reasons not to. I signed a contract at the end of July 2014. My husband and I decided within the 3 days stated in the contract that we did not wish to have the service so I sent a certified letter to cancel the contract. They didn't acknowledge the cancellation for a month and 1 or 2 weeks. At that point they promised me a refund of $55.63 and told me to wait for a call from the scheduling department for removal of the alarm system from my house. Never got the refund. Never got the call. Called them after ANOTHER $55.63 was taken out of my account and they assured me the auto payment had been stopped and I would receive a check for the $111.26 then transferred me to the scheduling department. I scheduled the removal but when the appointment day arrived I still didn't have the check. Since I don't trust them, I cancelled the appointment and told them they could have their equipment back when I got my money back because I don't trust them. At this point we are at September 9th. Last Tuesday, 10/21/14, they called and left a voicemail asking if I had gotten my check so that they could come remove the equipment. I had not so I didn't call back. Today, 10/31/14, I got another voicemail saying "we cannot issue you a refund until we remove the equipment." I fully intend to allow them to have their equipment but NOT until I receive my money. Everything about this company has been shady since the beginning which is one of the reasons we cancelled the contract.

Desired Settlement: I just want my two months of monitoring fees ($55.63 per month) back and they can have their stupid equipment. I have been dealing with this for 3 months and I cannot believe someone who does business this way is even still IN business.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection (hereafter "AP") is in receipt of this consumer's complaint. AP and this customer have reached a mutual resolution in that AP will be delivering a check to customer and AP will be picking up our equipment at the same time. Customer was in agreement with this resolution.

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company continues to call and try to sell me alarm servies. I have told them numerous times I'm not interested (already have a service) and they continue to call. I have never done business with this company or ever inquired about their services. I have asked them not to call each time they call and they promise they will "remove me from their call list".My home phone number is unlisted (on the Federal Do Not Call List & the State of Florida Do Not Call list).

Desired Settlement: DesiredSettlementID: Other (requires explanation) For them to stop calling & calling...........at this point they know I don't want their service and now will never use them....so beyond this its just harassment.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ *** ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection is in receipt of this consumer's complaint. I researched this consumer's contact information by several different methods and it did not produce any record of this consumer. I attempted to contact consumer at the phone number listed,but I reached a number which gave a message that no calls were being accepted. AP does not have any record of this consumer and cannot see where any calls have been made. This consumer is welcome to call me if he has any questions or concerns.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It stands to reason that you have no record of me - I'm not a customer nor do I desire to become a client of your company (and yet I continue to recieve calls from your company weekly). You probably don't have my name since my number is unlisted and your sales center is using unethical and possibly illegal methods to contact prospective customers.
The number you should have is ************ - this is a very new number because I had to change it to stop unsolicited sales calls - like your companies - despite the number being unlisted and on the Federal and State "Do Not Call Lists" your company calss the new number with no idea who they are calling...........

Business Response: Alarm Protection is in receipt of this consumer's rebuttal and it is AP's position that based upon the contact information of this consumer by way of his complaint, AP has no record of any calls made as alleged. That would be the only way I could review any alleged calls. If there was any sort of lead, notes could be made to not contact this consumer. As stated in my previous response, customer is welcome to contact me. Otherwise, AP is closing this matter out.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
If I were you and were engaged in unethical business practices I wouldn't keep any records of it either.
The fact remains that I get calls for services I have never asked for - I have no past business contact(s) with this company or any of its affiliates - I have never asked this company to contact me in any fashion. You do not meet any of these exceptions of the Federal Do Not Call list.
I will record any further calls and turn them over to the Florida Department of Consumer Services.


Known exceptions

Placing one's number on the National Do Not Call Registry will stop most, but not all, unsolicited calls. The following are exceptions granted by existing laws and regulations - and these types of organizations can register with donotcall.gov and can purchase telephone lists from the Do Not Call Registry 6

The registry only applies to residential lines, not to business lines.7
A person may still receive calls from political organizations.
The organization Citizens for Civil Discourse has lobbied Congress to close this exception by developing a National Political Do Not Call Registry where voters can register their phone numbers and ask politicians to take the "Do Not Contact Pledge". Its database is not backed by the force of law and as of November 2008, only 3 politicians running for office signed the pledge.8
A person may still receive calls from not-for-profit organizations.9
A person may still receive calls from those conducting surveys.
A person may still receive calls from companies with which he or she has an existing business relationship for up to 18 months after his or her last purchase, payment, or delivery from it, unless person specifically asks the company not to call again.
A person may still receive calls from a company up to 31 days10 after submitting an application or inquiry to that company, unless the company is specifically asked not to call.
A person may still receive calls from bill collectors (either primary creditors or collection agencies). These callers are, however, regulated by other laws, such as the Fair Debt Collection Practices Act, which limits them to calling during "reasonable hours." Some creditors may not call debtors who file for bankruptcy protection.

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Has not completed installation of alarm system. Getting false alarms. Monitoring system installed May 12, 2014. Smoke and fire alarm were not installed. They contacted me about one week after installation that technician would be in Corinth, Ms on Thursday and could install Smoke and Fire Monitor that day. Requested that technician call my cellphone when he got to town and could give me a time. He agreed and verified my cellphone number. He never called. June 30, 2014 had a false alarm, called to have alarm silenced. They silenced alarm, but it kept beeping. I called back and they put me on hold and system keep beeping. I hung up and called back and talked to *******, requested system be removed. Was told it had signed a 60 month, which I did. ******* said it would be turned over to compliance dept. Didn't hear from them. On Sept. 2, 2014 talked to *********, she said she would call me back. She didn't and Sept 3 called her ext and left a message, she didn't return my call. On Sept 4 called and stayed on hold till she could talk to me. Said she couldn't tell me anything, and she would have someone contact me

Desired Settlement: Remove system and void Agreement

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection,hereafter AP,is in receipt of this consumer's complaint. Customer alleges that he experienced service related issues. AP's service manager as well as myself, addressed this customer's concerns. AP and customer worked towards a resolution, and customer was satisfied with the resolution.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
11-7-14 At 430pm tech arrived and removed system. This issue has gone on for over 5 months. Thanks to ** and ****** getting involved it's over. Also thanks to the UTAH BBB for getting involed. I'm satisfied with the resolution.

Thanks,
******* *******

10/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is AP Alarm protection is giving us the run around we had an appointment on Saturday at 2-4 AP didn't show up so my husband call AP the customer service rep. told him that someone will be here two hrs later my husband call back yet again she told him is on their way still nothing. So I call four hrs later the same rep.answered the phone she told me how sorry she was but the tec. is sitting on side of the fwy. waiting for help he ran out of gas no one called us to say no one was coming on Saturday. Today is Monday 10/6/2014 my husband call them yet again spoke to someone name ***** my husband told him what was going on and ***** ask my husband to take the equipment down my husband told him he don't know how and if he break the equipment we will be paying for it.We are locked into a 60 mouth agreement with AP they should hold their agreement up on their part but not who ask a client to remover the equipment? So where do we go from here? what do we do? Product_Or_Service: Alarm system

Desired Settlement: DesiredSettlementID: Replacement We want answers to why are we getting the run around? We would like to go back to ADT where we never had any problems at all. No one ever called us. The movers will be here tomorrow around two and once their out of here can't no one get back in so Ap need to come get their equipment out of here and put it in our new house are let us know what to do today!

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection is in receipt of this consumer's complaint. I called and spoke with consumer on 10/20/14 about her issues, which were service related. Those issues were since resolved by the time I was handling her complaint. I did reach a resolution with customer and she told me that she was satisfied with the arrangement.

Regards,
****** *********, Paralegal

10/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Trying relentlessly to cancel account for elderly customer. I contacted Alarm Protection, LLC in August to cancel an account in the name of my deceased grandfather, ****** ********. He passed away in May and it took several months to even identify the company that was processing an autodebit on their checking account. I spoke with a staff member who informed me all they needed was a death certificate and the account would be cancelled. I faxed the death certificate on August 13th. I received another bill in September. I called the Billing Department and again informed them that ****** ******** was deceased. I received a bill in October. I called again to try and get the issue resolved and was told that ******'s wife, ******** ******** also signed the contract and that she was now responsible for the bill. I informed the representative that the ********'s no longer owned the home and that I had repeatedly attempted to cancel the account. He informed me that she should look at her agreement. I informed the rep that she is 90 years old and lost her husband of 72 years and moved from Belden, MS to Chicago and that she no longer has any paperwork related to this alarm, nor any use for an alarm on a house she no longer owns. I asked that he cancel the account. He informed me that I would need to follow certain procedures in the agreement to cancel and that he would mail me a copy. I find this to be an absurd and predatory practice to swindle a 90 year old out of additional money.

Desired Settlement: I just want the account cancelled.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection is in receipt of this consumer's complaint. I spoke with this consumer and addressed her concerns. Alarm Protection reached a mutual resolution with this consumer, and she satisfied.

10/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Alarm Protection came to my house and claimed that they were taking over the monitoring from my existing alarm company. Contract not filled out. etc. On July 14, 2014, A young man named "*****" came to my door. He was dressed in street clothes but presented a badge when asked. I had a neighbor come over for security reasons. From the beginning, ***** implied that he was there to service my alarm contract, not snooker me into a scam. He claimed he was there representing the alarm company that "was taking back the monitoring from Vivint." Since my initial contract with Vivint was signed with another company, I believed him. He was very charming and said I was eligible for a system upgrade and monitoring for $10 less per month. He had difficulty filling out the paperwork and said he was dyslexic. I have a blank contrasct with nothing but the monthly fee, the date and my signature. I consider it NULL and VOID. A few days later, the new alarm was installed. I was then confronted by an angry Vivint employee telling me I had been taken in by false representation. I did not care for his menacing behavior and asked him to leave. I call ***** at ***** ******** and was then transferred to a man named **** **** ***** ********, who said he would 'Take care" of Vivint. I spoke to him several times and he assured me "he would take care of it." There is no answer at his number now. Yesterday, I received a bill from Vivint and called **** ****. There was no answer. I called Alarm Protection and learned that they did not know who ***** was or **** ****. I do not even have an account number with your company. I then called Vivint to try and resolve this problem. I now find I am trapped between Vivint and Alarm Protection. To be honest, Vivint has never lied to me. Alarm protection said they would take care of the "buyout" from Vivint, but when they learned it was $1700, I have not heard back from them. I went to the Police Station and learned that a "peddlers permit" had never been applied for or issued to any of the entities of Alarm Protection, ***** or **** **** for any months previous to July, 2014 or since. Again, Alarm Protection has not abided by the laws of the City of Weatherford, Texas. I am here by cancelling my agreement with ALARM PROTECTION as it was signed under false pretenses and misleading statements from ***** and **** ****. I have a copy of the contract that is not even filled out. People acting as representatives of your company deliberately misled me. I WILL NOT BE HELD LIABLE FOR THIS AGRREMENT OR ANY BILLING DROM ALARM PROTECTION. Alarm Protection has cost me $60 in bank fees and hours of stressful work to sort your mess out. I expect reimbursement. I intend to have the equipment installed by Alarm Proyection remove and returned to them. I am disabled and awaiting major surgery. My cupability is that was in pain and I did not verify *****'s claims with Vivint. However, I did have a neighbor here who heard the misleading statements by *****. This does not exonerate Alarm Protection's misrepresentation. When I spoke to someone at Alarm Protection, I told them that Vivint might have a claim against them for tortious interfrence and that ***** clearly saw the Vivint sign in my front yard and proceeded to convince me to sign with their company, which was actionable. He responded, "Of, course, we try to get other companies' contracts. Alarm Protection still asserts I have a valid contract with them. BUt it was isgned under false representation.

Desired Settlement: To make Alarm Protection stop insisting I have a valid contract with them. Also, that htey do not continue to bill me for monitoring ar seek to collect monies from me for said invalid contract.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection is in receipt of this customer's complaint. Alarm Protection released this customer from her contract at her request, as part of a mutual resolution. Alarm Protection did provide monitoring services however,and does not feel that any refund is warranted.

Regards,
****** *********, Paralegal

10/17/2014 Advertising/Sales Issues | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: unable to get service technician to respond to fix security panel that is sending false burglary alarms and other security issues We entered into a contract with this company approximately 2 years ago and have had numerous issues with the equipment and service. Most recently we discovered there was a FOB registered out our security system and has been remotely activating and deactivating our security system when we are not home. We have never requested or received a FOB for our security system. The company was unable to explain how this happened and took several phone calls for someone to finally deactivate the FOB. Also, the alarm panel was sending intrusion alarms to the monitoring company, which triggered law enforcement response AGAIN. What is most frustrating about this is that the alarm panel was not set to trigger such an alarm. We have called for four (4) days consecutively to request a service technician to come to our house to fix the problem and have either been told no one was available to assist us that that time, or stated that someone would call us right back. Neither has happened. Yesterday (9/18/14) we received both and email and personal phone call from APS assuring us that we would be having a technician calling us to schedule an appointment by the end of business that day. We never received a call. They have attempted to rectify the situation by giving us a month's free "service" but as I pointed out yesterday, I can't trust their service anymore because we have had so many false alarms. Last year at this time we were without a working security system for over a month before a service technician FINALLY came to our house to fix it (this was after getting the run around too). We pay $50/month for a service that we are not receiving and quite honestly don't trust. We would like to be released from our contract.

Desired Settlement: We want to be released from our contract from this company.

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
Alarm Protection is in receipt of this consumer's complaint. I had an opportunity to speak with this customer about her issues, which I addressed. AP has released this customer from her contract, and customer stated she was satisfied with this arrangement.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to release us from our contract with them.

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company will not let 76 year old out of contract, even though they have not come to fix system for over three weeks. 76 years old, daughter trying to get alarm fixed over three weeks. Put on hold forever before even getting a service department . Set up appointment twice, once did not even notify they were coming, next time did not show up orcall .. When called them, after, again, much being put on hold, was told would be another week. Tried to cancel service, but was told could nit unless paying ninety % of contract, three years . Came to elderly ladies home, who suffers from Alzheimer's, sold her this system knowing she already had a contract with another company, telling her they worked together and would cancel other contract for her. (They didn't .) Now cannot getthem to come fix pproblem, were close to rude and did not care that an elderly lady had been out of service for almost a month!!

Desired Settlement: Just want to be let out of contract .

Business Response: Contact Name and Title: ****** *********, Paralegal
Contact Phone: ************ ext ***
Contact Email: ********@alarmprotectionusa.com
I called and spoke with customer's daughter as she filed the complaint on behalf of her mother. The daughter explained in depth the concerns she has regarding her mother's account. I addressed those issues to her satisfaction. What is currently pending is documentation to support the daughter's position. Upon receipt of same, Alarm Protection,can work with more options as to a resolution. I explained to the daughter that I would be filing my response and that it would state that were are working together towards a mutual resolution, and that there were certain steps that I had to follow on behalf of the company. The daughter informed me that she understood and would follow up by providing me with proper documentation.

Regards,
****** *********, Paralegal

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Spoke with a super nice lady who seemed to understand the problem. I have not received a definite answer, but am hoping to have this resolved soon. Thank you so much for agreeing to help us with this. It was great having a place to go to for help.

Business Response: I called and spoke to consumer this morning after I had an opportunity to review her rebuttal. I explained to consumer that I would need to receive medical documentation regarding her mother. Once that is received, it will allow me to work with more options. Customer stated that she understood my position and she indicated that she would work on getting this information to me as quickly as possible. I told customer that her mother's account would remain open until I get proper documentation. The customer indicated that she understood. I also let her know that we would continue to work towards a resolution.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I went to the doctor's office and got a copy of medical records. I will email them to the business as soon as I receive address. Thank you again for your help .

9/30/2014 Problems with Product/Service
9/29/2014 Advertising/Sales Issues
9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother signed a contract with Alarm Protection USA on 6/13/14 for alarm protection services. The signed contract by my mother and representative stated that she has up to 3 business days from 6/13/2014 to cancel without any penalties or obligations. On 6/16/14 I called to cancel the services and was assured by the rep that no charges would be made to her checking account. We also asked that the equipment be picked up before 6/30/14 because we would be out of town until 7/14/2014. The equipment was rescheduled a few days later by a rep indicating they had no one in the area and would pick up after we returned. After returning trying to have someone pick up the equipment we noticed that on 7/17/14 the amount of $54.11 was deducted from her checking account. On 7/21/14 I spoke with ******* and she said that a reversal would be done to that account and it would take 5-7 business days. Now its been more than 30 days and nothing hsa been done. The equipment was finally picked up on 8/12/14. Placed another call on 8/16 and asked that a someone call me back to resolve this issue but never received a call back. Another called made on 8/21/14 spoke with ****** who said there was a mix up with delivery but I knew that was not the case after being told they would reverse the amount after they took it initially. She then tried to make the point that she didn't understand what happen and wanted to submit to the business office a request. I asked to speak to a supervisor but she said the supervisor was busy and she would help. After several minutes going back and forth she finally talk with the supervisor who said she processed the claim and provided me with a authorization number and the funds would be available soon. As of this date 8/25/2014 nothing has been done. I feel they breached a contractual agreement and did not handle the business matters properly. Just to mention several email correspondence were sent but no response to any

Desired Settlement: DesiredSettlementID: Refund The amount debit from this account. It has caused some undo burdens for my mother who is on a fixed income as this money is still unavailable for her.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com September 12, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 S. Redwood Road Salt Lake City, Utah XXXXX Re: ********* ** ******* Dear ********: Alarm Protection (hereafter "AP") is in receipt of this customer's complaint. Customer made several complaints as to service, that his account was debited $54.11 and that he had not received a timely refund. I called and spoke to this customer on 9/12/14 and he reiterated all of the complaints as set forth in his BBB complaint. I asked him if he had received his $54.11, and customer told me that he did receive this. Customer told me that the complaint had been resolved and that there was nothing further that I could do to help him. AP, considers this matter resolved. Regards, ****** *********, Paralegal

9/22/2014 Advertising/Sales Issues
9/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman used deceptive practices to get credit information without my approval. On or about July 23, 2014 a salesman from alarm protection USA from ***** ***** came to my door at approximately 7:30 pm. He stated that he noticed that I already had an alarm system in my home and was wanting to present to me a new system. He asked if he could look at the alarm keypad that was installed in my home. I showed him my keypad and then he asked what features did the system offer. I explained what features I had and then he asked if he could sit down. He then proceeded to explain the alarm system he was advertising. He asked for my name, phone number and date of birth. I gave him this information and then asked him why he needed this information. He stated that he would call his main office and have them check to see if I was the primary owner of the home. I then told him that I was not the primary owner and there was no need to do that. He continued to make the call and gave the person on the phone my information. After a few seconds he then stated ok you are verified. I then stated I don't know how because this home is not in my name. He then asked if I paid the taxes on the home and I stated yes but not in my name. He then stated oh well you have been verified anyway. I then told the salesman that I would like to think about his offer and talk to the home owner and see if she would like to upgrade her alarm system. The salesman then left and stated that he would call me the following day. On July 24, 2014 I received an email from my credit report that there had been a hard inquiry on my credit report. When I logged on to my report it showed that alarm protection USA had ran a credit report on me without my consent. I then called alarm protection USA and complained about this and they asked me for the salesman name. I told them the salesman name was ***** ******** They then stated yes he is a representative of this company. I then stated that the salesman used deception to access my credit report which I did not approve of and that I was very upset about his actions and that I wanted this inquiry removed from my credit report as it was obtained illegally. The lady on the phone stated that she would send my complaint to their legal department and they would be contacting me. It is now August 2,2014 and I have not heard from this company. They have my phone number, mailing address and email address and i have not received or heard anything from them. Thank You ******* *******

Desired Settlement: To have this company remove this hard inquiry from my credit report and to have their representatives be truthful with consumers about their sales representation.

Business Response: Initial Business Response /* (1000, 10, 2014/08/20) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com August 20, 2014 Better Business Bureau 5673 S. Redwood Road Salt Lake City, Utah 84123 Re: ******* ******* #XXXXX Dear ********: Alarm Protection is in receipt of this consumer's complaint. Customer alleges that our representative used deceptive means to obtain this customer's credit report. This practice is prohibited from Alarm Protection's Code of Conduct. AP would need to gather additional information to investigate this complaint further. This was brought to the attention of our Compliance Department on July 24, 2014 and a call was made to the consumer on the same date. A woman answered and informed our compliance personnel that it was the wrong number. Two subsequent calls were made on July 28, and August 4, without any luck. Thereafter, our Compliance Manager sent a letter to this customer with detailed instructions on what was needed by AP to remove any alleged credit inquiry. I made calls as well on August 18, and 20 in an attempt to reach this consumer and I was not able to make contact. At this point, AP cannot do anything more without being able to speak with this consumer. More information is needed to get this resolved, and AP will work with this consumer towards a resolution. Based upon the limited information that AP had to work with, AP did make an effort to resolve this in a light most favorable to the consumer. Regards, ****** *********, Paralegal Initial Consumer Rebuttal /* (3000, 12, 2014/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I GAVE THIS COMPANY MY EMAIL ADDRESS NOT MY PHONE NUMBER WHEN I CALLED WITH THIS COMPLAINT. I'M NOT SURE WHAT PHONE NUMBER THEY ARE CALLING BECAUSE I LIVE BY MYSELF, SO THERE WAS NO WAY A WOMAN COULD ANSWER MY PHONE. I WAS GIVEN THE OPTION TO LEAVE A PHONE NUMBER OR AN EMAIL ADDRESS AND I CHOSE TO LEAVE MY EMAIL ADDRESS. I HAVE NOT RECEIVED ANY RESPONSE PER EMAIL. I DID RECEIVED A LETTER EXPLAINING WHAT I NEEDED TO DO AND I DID THAT PER THE LETTER INSTRUCTIONS. Final Business Response /* (4000, 14, 2014/08/25) */ The company does have a phone number on file. This consumer is more than welcome to contact me to discuss, as I will not list personal information. Customer claims that she submitted a letter to remove this from her credit profile. I checked with our Compliance Manager and was informed that as of to date, that we have not received any letter from this consumer. Alarm Protection will send a second letter to this consumer and request that she follow the same instructions in allowing AP to remove any credit inquiry that may have been made. At this time there is nothing further that Alarm Protection can do without receipt of this letter and based upon the very limited information.

9/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales rep did not disclose ANY information that I was signing into a 2 year agreement. Or any information that an alarm permit is required. Sales rep approached me in my garage, told me he was updating the lawn signs for alarms free of charge. told me they could update my system with a new system free of charge. Had me quickly sign some paperwork if I wanted it installed "that evening". There was never a mention of length of contract. They came and installed the new alarm, the next day I was reading over the contract to find that I was locked in for two years. A month later I received a letter stating that I could receive a fine if I did not register my alarm with Harris county. (more money, again that was never mentioned). I am not paying anything else for the FREE UPDATE OF THE SIGN IN MY YARD!!!!

Desired Settlement: I want to cancel my service without penalty.

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com August 27, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 S. Redwood Road Salt Lake City, Utah 84123 Re: ******* ***** Dear ********: Alarm Protection (hereafter "AP") is in receipt of this consumer's complaint. The customer alleges that our representative failed to disclose the fact that she was signing a two year agreement. Customer claims that she was unaware that she was required to have an alarm permit. Lastly, that our representative stated that by updating her alarm sign the alarm service was free. Based upon our research it contradicts the customer's allegations. I called and left messages on August 18, and 27th for this customer to call me so that I could personally speak to her regarding her concerns. I never received any return phone calls. I spoke with our representative on 8/27/14 and he did state that he did change the customer's yard sign but as part of Alarm Protection's services, and that he did not indicate it was free. Our representative stated that he clearly explained the terms of the contract. Customer agreed to services for a five year contract by way of her signature to the contract. I monitored the post install call and the intake operator asked this customer if she understood that it was her responsibility to find out whether her state or city required her to obtain an alarm permit, and the customer responded affirmatively. It is AP's position that the sale and installation of this alarm system was done correctly. AP has not had the opportunity to personally speak with this customer to reach a mutual resolution. Additionally, our call log notes do not indicate that this customer had any concerns. Alarm Protection's only notice was by way of this complaint. Based upon our information, AP does not feel it warrants this customer's release from her contract. Regards, ****** *********, Paralegal

9/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have called the company several times to make repairs to my system. Calls were never returned

Desired Settlement: DesiredSettlementID: Replacement I would like to have my system working. I pay for it every month, therefore, it should work!

Business Response: Initial Business Response /* (1000, 5, 2014/09/02) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com Alarm Protection is in receipt of this consumer's complaint. Customer's service issue had since been addressed after I received this complaint. I did provide customer with a free month of service due to any inconvenience. Customer was satisfied with this resolution. Initial Consumer Rebuttal /* (2000, 7, 2014/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The lady from the alarm company was very nice and helpful getting this issue resolved. I just wish I didn't have to take this course of action!

8/28/2014 Advertising/Sales Issues
8/27/2014 Problems with Product/Service
8/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Per terms contract, APA agreed to pay me to buy out previous alarm carrier contract. I paid the carrier; AP keeps saying check is in mail since 6/30 On 6/30 I contacted Angalee at APA LOYALTY department. She said they'd received documentation to pay $462.41 for buy out of Monotronics contract. I would have to pay Montronics upfront and they would reimburse me. APA would write me a check. She said to call ******** in the Anchorage, AK office tomorrow, 7/1/14 to speak with her to ensure the check was written. On 7/1/14 I spoke with ******** and she said she needed more information. I told her that ******** said they had all the information they needed. She stated she didn't know ******** and she knew everyone in Corporate Office. She told me she would talk with ******* and call me back later. I called ******** back at 3:47 p.m. and her phone went to voice mail. So I called Corporate back and spoke with ******* and she said the check was written and I should have it in a couple weeks. On 7/16/14 I called and spoke to ***** He said the check was written and it could not be mailed until Monday July 21, 2014 because they were short staffed and hiring a bunch of personnel. He said the check would be mailed on 7/21 and I would have it by 7/23. I explained I was told that on 7/1. On 7/24 I called and spoke with ******* He said that my $462.41 was on list of checks to be printed. It would be run when the other checks would be run. I asked when that would be. He said in a couple weeks or so. I said that wasn't good enough. And I told him why and told him what I had been told. I asked to speak to his supervisor. I was given ****, who I was told was the Manager. **** got on and she proceeded to tell me that regardless what I had been told by the others, no one but Travis had actually worked for the Loyalty department. I said, that's convenient. I said I had been told that ******** ****** was head of Loyalty. She backpedaled and said that ******** was head of Alaska Loyalty and she was the Head of Corporate Loyalty. I told **** not to parse titles with me, and she said "I'm not going to speak with you if you are going to be rude, I'm trying to explain things and you are being rude." I said, "I'm not being rude, but I can see where this is going, you are going to claim since these people weren't part of the Loyalty department what they said doesn't matter." Then **** started to scream, "Quit screaming at me or I'm going to hang up." I said, "I'm not screaming, you are!" She said, "I'm trying to explain what I can do," I said, what can you do, can you get me a check? She said "Yes" I said "When, I need a date." She said, "Next week" I said, "OK, but I have heard that before." She said I'm hanging up. And she hung up. I do not know what kind of game this company is playing. I question whether or not they will come through with the check next week. I know this complaint is out of Alaska but I am hopeful if this is not the right place to file this complaint you will forward it to the appropriate office. Thank you.

Desired Settlement: Pay me the amount agreed on ASAP $462.41.

Business Response: Initial Business Response /* (1000, 7, 2014/08/15) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com Alarm Protection (AP) is in receipt of this consumer's response. AP had the opportunity to speak with this consumer about her issues. AP did send the customer her check of ******* on July 29, 2014. AP's Chief Legal Counsel spoke with consumer on 8/14/14 as to her concerns and a resolution was reached by both parties. A new contract and a letter were sent out today memorializing the terms of the new contact, which were part of a mutual resolution. Customer has opted to remain a customer at this time.

8/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sales representative misrepresented the truth regarding services. The sales associate, ******* ****, misrepresented the truth when making the following statements concerning services provided by Alarm Protection Texas, LLC: Mr. **** stated that the Vivint panel needed to be upgraded, and Alarm Protection would be doing so by replacing the current panel with the new "upgraded" panel; in speaking with Vivint representatives and the owner of a local security systems provider, it was brought to our attention that the equipment was identical, and the cell chip did not need to be replaced. We were led to believe that Alarm Protection "Texas", LLC is a local alarm company; when in actuality, it is headquartered in Utah, which is where Vivint is also headquartered. Mr. **** did not provide and complete the Notice of Cancellation providing a specific date with our signature as acknowledgement, which is state law in Texas. The Attorney General states that consumers must be notified in writing and verbally. "Under Texas law, the door-to-door seller must advise you orally and in writing that you have a right to cancel the sale within three days." (https://www.texasattorneygeneral.gov/consumer/3day.shtml) Although the post-installation phone representative may have stated that we have three business days to cancel our policy, she was not specific in her explanation of "business days". Furthermore, provision 36 of the company's own contract indicates that there are "no verbal understandings". We were under the impression that Alarm Protection Texas, LLC may run a soft credit check, as most companies do, but we were not informed and did not consent to the company running a hard credit check as they can be harmful to one's credit score. I was notified by my credit monitoring agency that Alarm Protection, LLC had run a hard credit check which is entirely unnecessary and confidential as far as we are concerned. We did not receive any new equipment other than the "upgraded" panel. Instead, Mr. **** stated that Alarm Protection could simply use the existing equipment to monitor our home. However, he did not inform us that, after thirty days, Alarm Protection would no longer be obligated to provide service of any type to the previous system equipment. We were given the contract to sign, of which Mr. **** showed us only two pages. We were unaware that the first page was front and back. As a result, we were unaware that the equipment would no longer be covered as stated in provision 10. We were told that Alarm Protection has an excellent standing with the Better Business Bureau. Upon realization that sales associate did not represent the truth, further research was conducted which revealed that Alarm Protection has had 74 complaints within the last three years, fifty of which were in the last year. On 4/11/14, accreditation was suspended due to one or more complaints regarding failure to respond to customer requests. According to the City Secretary, **** ******, any business using door to door sales must have a permit and a Surety Bond in order to sell in the area. Ms. ****** informed this consumer that there is nothing on file for Alarm Protection Texas, LLC; Therefore, Alarm Protection is not even permitted to sell in this area, making the contract null and void. In sum, Mr. **** was misleading and deceptive (if not fraudulent) in his presentation of the "facts" regarding service provided by Alarm Protection Texas, LLC.

Desired Settlement: Cancellation of contract and no obligation to pay 90 percent of remaining balance of 60 month contract.

Business Response: Initial Business Response /* (1000, 12, 2014/07/17) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com July 17, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 S. Redwood Road Salt Lake City, Utah 84123 Re: ****** ****** # XXXXXXXX Dear ********: Alarm Protection ("AP") has reviewed customer's complaint in which Customer has made several allegations which include, Alarm Protection Texas not being a local company, our representative did not sign the Notice of Cancellation and did not have proper verbal notice of same, customer claims she did not authorize a hard credit check, and that the representative told customer that his Vivint equipment needed to be upgraded. AP conducts a precall survey before a call is installed in a consumer's home. I monitored that call and the customer asked the intake operator where we are located, and the operator told the customer that AP's corporate office is in Utah. The fact that customer claims he was told that Texas was a local company, contradicts his allegation. Additionally, as far as defining "local", this is too vague. AP does maintain local offices in Texas and employs people who reside in Texas. AP is able to provide monitoring services to our Texas customers, and our corporate office in Utah, provides back office support. I reviewed the information which customer reported from the Texas AG website as to a three day right of rescission. AP found research on the Texas AG website which states, "Under Texas law, the door-to-door seller must advise you orally and in writing that you have a right to cancel the sale within three days. He or she must also give you a contract or receipt stating the date of the sale, the name and address of the merchant, and a statement of your right to cancel the contract which includes the address where you send your cancellation notice." Based upon the fact that the contract was in fact dated, with the Notice of Cancellation which included AP's address and fax number, it was valid. On the pre call survey, customer was asked whether he understood all of the terms and conditions of his contract which included the cancellation provision, to which customer responded affirmatively. As to customer claiming to be unaware that a hard credit inquiry was made, customer is aware that her credit was being pulled. Unfortunately, AP had no control of the credit bureau pulling a hard pull. AP is willing to work with customer to get this taken care of, but it involves the customer's cooperation. Customer claims that the rep said he was upgrading her prior alarm company's panel. In her complaint she states, "Mr. **** stated that Alarm Protection could simply use the existing equipment to monitor our home. However, he did not inform us that, after thirty days, Alarm Protection would no longer be obligated to provide service of any type to the previous system equipment." This allegation and statement are difficult to interpret. AP compliance called the customer in an attempt to resolve the customer's concerns on May 27, 29, and June 2, but customer hung up each time. AP has tried to work on reaching a resolution with this customer, but the customer has not been cooperative. AP does not believe there is enough information which would warrant customer's release from her contract. Regards, ****** *********, Paralegal Initial Consumer Rebuttal /* (3000, 14, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not even address the fact that their representative misrepresented the truth about the new panel. There was no upgrade needed, and the equipment ended up being the same as the Vivint panel they replaced. That was mainly what our decision to switch was based on, and it was not the truth. AP did not even have a permit to solicit their services in Lufkin, and we were not provided with a written notice of cancellation which is the law in Texas. We do not wish to be contracted with a company based on false advertising by their rep. Final Business Response /* (4000, 16, 2014/07/23) */ Alarm Protection, ("AP") has received customer's rebuttal. AP has addressed consumer's questions as it was understood.Consumer is alleging the same issues which were previously addressed. At this time, AP's decision remains the same.

7/23/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i tried to cancel my service months ago and they wont cancel it till it comes current i have asked to stop service but they keep sending new invoices my account XXXXX was having trouble with false alarms, they called me while at work traveling and when i got home i found out that their equipment was not working properly but they said i couldnt get a service tech out till bill paid and they keep sending invoices.i asked for a final invoice stating the my account was cancelled.but have gotten anything from them.

Desired Settlement: i just want them to cancel my account,when they send me a letter saying its cancelled i will remit the final invoice

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com June 30, 2014 Utah Better Business Bureau Attn: ******** ****** 5673 S. Redwood Road #22 Salt Lake City, Utah 84123 Re: ****** ******* # XXXXXXXX Dear ********: Alarm Protection "AP" is in receipt of customer's complaint. AP did an investigation in this consumer's complaint and AP did not find anything they did was wrong. Customer's alarm system was installed on 4/23/13. AP has provided alarm services for customer for over a year, and according to AP's records, AP has received two payments to date. AP has tried at various times to work with customer as to a payment arrangement, but customer has not followed through. In reviewing AP's call log, our notes of 4/7/14 indicate that customer was having a problem with a sensor. Customer was informed that AP would not send a service technician unless he paid his account up to date. Customer was upset when he was provided with this answer. Customer has received the benefit of 10 months of service for which he has not paid anything to AP. On 6/10/14, customer made demands of AP that unless he received a written statement from AP that his contract was cancelled, he would not make any payments. AP deems this to be a very unreasonable request of the customer. At this time, AP is going continue to hold the customer to the contract. I tried to call the customer today, with the intention of discussing options. I was unable to get hold of customer, and there was not an option to leave a voice mail. However, AP is open to working towards a resolution with the customer. Regards, ****** *********, Paralegal Initial Consumer Rebuttal /* (3000, 7, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's not what was said I wanted to opt out of my contract because the service was not up to par. I didn't refuse to pay them I asked that they send me a final bill and stop service. Final Business Response /* (4000, 9, 2014/07/03) */ The facts as presented are correct and are based upon recorded calls, notes and documentation. Alarm Protection will issue a final bill to this customer as he is now requesting,which is also the first time he has requested such from Alarm Protection. As stated in my previous response, Alarm Protection will continue to honor the terms of the contract with customer until it is paid in full.

7/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got the system and was promised we could get out of the contract at any time. Not so! Told we only have options to pay $ 2000.00 dollars or .... So we were told to get out of the contract we had to pay a lot of money. Or go around and find someone to take it over, or move it to a new home. The person who was going to buy our house took over the contract, but failed to sign their documents before going to jail. Not our fault! We are being told our only option is to complete the contract or do the above. Why can't they make an exception? Come get their equipment and move on? No we are having to suffer their bad practices.

Desired Settlement: Let us out of the contract. Come get their equipment and just to allow us to move on with our lives. Lesson learned!

Business Response: Initial Business Response /* (1000, 8, 2014/03/07) */ Spoke with complainant and have resolved the complaint Initial Consumer Rebuttal /* (3000, 10, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were not let out of the contract. They came and got the equipment but did not let us out of the contract. They will continue to charge us money for this contract is the hard lined response or until we can pay off the ridiculous amount of money for something we will not be using. This company is only responding in one way. So I am continuing to be charged for equipment and service we no longer have nor WANT. Final Consumer Response /* (4200, 16, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not informed in the manner that you speak of that if the contract was not executed by the third party that I would still be liable. In fact I was informed on January 2014 that I was not responsible for the account any longer. I specifically asked because I was making sure it was complete, because my account was continually being charged. I was assured that I was no longer responsible and was given a check from the company for December and January's charges. I had no clue nothing had been finalized on the third party's end. I assumed I was done. I only learned of the non- finalization when I called to have the equipment removed. Your representives have lied or mistold me the correct information for every question I have asked from the start. Your company does not give good service and is not loyal to your customers. No local alarm service company I know of operates in the manner that this company does. I have been very clear in asking for support and asking the correct questions, I should have been told in January if the finalization had never happened. I WAS NOT! I also think it is pretty shady of a company to ask people who no longer want to be a customer to go around to neighbors or various people to take over a contract. I should have known better than to sign up with this company, but I was assured from the start that I could cancel at any time and there would maybe be a small fee. Never was I told or pointed out the fact that to cancel I would owe 90% of the leftover contract. That is ridiculous and if I had that pointed out, and not rushed or made to see the fine print I would never have signed up. Your company are a bunch of "smooth operators," and will tell customers what they think they want to hear and not really inform them. Final Business Response /* (1000, 25, 2014/07/09) */ July 9, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 S. Redwood Road Salt Lake City, Utah 84123 Re: ****** *** #XXXXXXXX Dear ********: Alarm Protection (hereafter "AP") is in receipt of customer's rebuttal. On July 9, 2014, I called and spoke to consumer, ****** ***, and addressed her concerns. I explained to customer that she was in a contract for a five year period and that is why she had never been released. AP worked with customer based upon her current circumstances and has released her from the remainder of her contract. AP does not believe they did anything wrong, but is committed to maintaining good customer relations. Customer was satisfied with this mutual resolution. Regards, ****** *********, Paralegal

7/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: THIS COMPANY ACCESSED MY CREDIT WITHOUT VERBAL AND/OR WRITTEN CONSENT. THE REPRESENTATIVE SAID, "THEY WERE TAKING OVER ADT" I INFORMED HIM THAT I WAS BUSY AND TO COME BACK LATER. I GAVE HIM MY NUMBER AND FOUND OUT TODAY THAT HE ACCESSED MY CREDIT REPORT WITHOUT VERBAL AND/OR WRITTEN CONSENT. I DID NOT HAVE ANY KNOWLEDGE THAT THIS COMPANY WAS DOING THIS, BECAUSE I DID NOT RECEIVE ANY INFORMATION.

Desired Settlement: I WOULD LIKE FOR THIS TO BE REMOVED FROM ALL OF MY CREDIT REPORTS AND FOR THIS COMPANY TO ISSUE A FORMAL APOLOGY IN WRITING. THE CONSUMERS NEED TO BE AWARE OF HOW THEY PRACTICE.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com July 3, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 South Redwood Road #22 Salt Lake City, Utah 84123 Re: ******** ***** # XXXXXXXX Dear ********: Thank you for submitting this consumer's complaint. Alarm Protection has done an investigation in this matter. At this time, our records indicate that this consumer is not actually a customer. I called and left a message for this consumer on 7/3/14 but did not hear back from her. I called and spoke to our representative about consumer's complaint. According to our representative, he stated that he met with this consumer to discuss the potential installation of a home security system. Our representative stated that the customer did consent to a credit pull for purposes of the installation. AP strictly prohibits our representatives from pulling any unauthorized credit checks. This is coming down to a matter of who said what. In a light most favorable for the consumer, AP has sent under separate cover documentation allowing AP to remove any credit inquiry made. AP apologizes for any inconvenience and any miscommunication. As to the allegation of misrepresentation, our representative informed me that he clearly identified himself as a representative with Alarm Protection. Our Code of Conduct prohibits our representatives from any such action. Again, this comes down to a matter of who said what. Please calls should you have any questions. Regards, ****** *********, Paralegal

7/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Sold house in May 2014, moved across the country, live in apartment now, spoke to 3 reps and each one said "we can't handle this right now, call back" My wife and I had a house in Kentucky, and on December 8, 2012 we were approached by a sales rep, ***** **** XXX-XXX-XXXX, we signed up for AP using a Chase bank account. In May 2014 our house sold because we moved to California and no longer need the alarm service (nor do we know the new owners of the house). The monthly payment is 51.99, however, it makes no sense for us to have to pay for this since we do not own the house that has the alarm and it does not make sense since we are not in the same area, either. I called AP three times and each time the representatives were unhelpful and asked me to call back later because they could not handle my request (I called on twice on June 12, and June 16 so far) and each time "Please call back later" Please note that If the company is double dipping (has contract with the new owners) then we will take further action. We sent a fax (below) Alarm Protection USA FAX: XXX-XXX-XXXX CANCELLATION REQUEST This is an early cancellation request for the account associated with phone number XXX-XXX-XXXX. The account was opened on December 8, 2012 when we lived at *** ******* **** in ********** *** Since then we have moved to ******* ********** and the house on *** ******* ** sold on May 23, 2014, which is why we are requesting to be released from the contract and for the termination fees to be waived since we no longer own the house. ***** **** (XXX-XXX-XXXX) was the AP sales person. Back in December 2012. This morning (June 12, 2014) I spoke with two representatives, one of which said to just call back later since he could not help with the request, and the other told us to send in the cancellation form and then they would contact us directly via XXX-XXX-XXXX when the request was received. If you need proof that the house sold, please let us know and we'd be more than happy to provide that documentation.

Desired Settlement: We are requesting to be released from the contract in June 2014 since we no longer own the house that the alarm system is installed in and are not even on the same side of the country we would like the termination fee waived.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com July 2, 2014 Utah Better Business Bureau Attn: ******** ****** 5673 So. Redwood Road #22 Salt Lake City, Utah 84123 Re: ******* ********. (****** *****) # XXXXXXXX Dear ********: Thank you for sending this consumer complaint to Alarm Protection ("AP"). Customer alleges that AP installed an alarm in his house in Kentucky. Customer later sold his home and left the alarm system behind. Customer moved to California in an apartment complex and was not allowed to have an alarm system installed. Customer entered into a five year contract with AP. It is AP's policy that if homeowner moves during the term of their contract that they are still responsible for the balance. Customer has the option to take the alarm with them, pay off the balance of their contract at a set percentage rate, or they can have a person take over the account. Customer was informed of this information and was unhappy with the options. AP's chief legal counsel worked out a mutual resolution with this customer by lowering the balance of his contract significantly to ******** Customer agreed to this arrangement by paying the amount on June 25, 2014 in satisfaction of his contract with AP. Regards, ****** *********, Paralegal

7/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: TOLD SALESMAN DID NOT DESIRE O PURCHASE THE PRODUCT. HE RETURNED SAID HAD CONTACTE HID BOSS AND OFDFERE ME A LOWER PRICE. TOLD HIM NO. WHEN I TOLD SALESMAN THAT I DID NOT DESIRE TO PURCHASE THE PRODUCT. HE STATED THAT HE WAS GOING TO CONTACT HIS SUPERVISOR TO SEE WHAT THE LOWEST PRICE HE COULD OFFER ME. TOLD HIM WOULD NOT PURCHASE AT ANY PRICE. HE STILL MADE A TELEPHONE CALL AND THE QUOTED A MUCH LOWER PRICE. THIS WAS ON 6/24/2014. THE NEXT DAY I RECEIVED AN ALERT THAT SOMEONE HAD MADE A HARD INQUIRY WITH TRANS UNION AND THAT THIS WAS REQUESTED BY ME. ALL HE HAD WAS MY NAME AND ADDRESS AND THERE WAS NOT ANY CONTRACT FILLED OUT OR PRESENTED TO ME FOR SIGNATURE. CHECKED WITH TRANSUNION-THEY STATED ONLY WAY TO GET THIS OFF MY REPORT IS VIA A LETTER FROM MYSEL AND ONE FROM ALARM PROTECTION REQUESTING THAT IT BE REMOVED. HAVE TELEPHONE NUMBES, BUT I AM UNABLE TO CONTACT THIS COMPANY. ALL I WANT IS THIS HARE INQUIRY REMOVED. THIS LOWERS MY CREDIT SCORE,

Desired Settlement: TRANS UNION STATED THAT THEY WOULD REMOVE THIS INQUIRY FROM MY RPORT WHEN THEY RECEIVED LETTERS FROM MYSELF AND ALARM PROTECTION REQUESTING THAT THEY REMOVE IT. BOTH LETTERS MUST SPECIFY FILE NUMBER XXXXXXXXX. ALL I DESIRE IS THIS LETTER FROM THEM. THIS HARD INQUIRY, THAT IIN NO WAY AUTHORIAZED, LOWERS MY CREDIT SCORE, INCREASES INSURANCE COSTS ETC. I AVOID MAKING MORE THAN ONE PURCHASE IN ANY ONE YEAR THAT REQUIRES A HARD CREDIT CHECK AND VALUE AND PROTECT MY CREDIT SCORE.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com Alarm Protection("AP")is in receipt of this consumer's complaint. AP's records do not show this consumer as an active customer. I called and spoke with this consumer about his concerns and he reiterated the allegations. I explained to customer that AP does not allow our representatives to engage in such actions, and if after an internal investigation is found at fault, will be reprimanded accordingly. I explained to customer that I would send the appropriate documentation to him immediately to allow AP to rectify the situation. I sent the appropriate documentation as the same date of this response. Customer was satisfied with this resolution and said he would follow up as necessary with AP. Initial Consumer Rebuttal /* (2000, 7, 2014/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/9/2014 Advertising/Sales Issues
7/9/2014 Advertising/Sales Issues
7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Turned down first salesman so another was sent out claiming to be able to help me if I could not afford it. Incomplete date on contract. I feel I was mislead and pressured into this. I turned down the first guy and told him not interested. That should have been enough. I also told him I was on fixed income and just could not afford it. So a second person was sent around and I sure wish I had been gone. He claimed to be a manager of some kind and said I could call him if I had any problem. I said what if I end up not being able to come up with the money and he said to call him and he would take care of me? He fed me a bunch of stuff about crime in the neighborhood which I found out was incorrect. I take meds for depression and anxiety. I should not have made any irreversible decision that day as they had changed my meds and I was not feeling up to par, but this man who came the second time told me he would handle it if there was a problem. In other words he did not say it was irreversible.So I got very anxious when they took out the first and only bill. It was more than they told me, but not by much. I called to tell them I could not afford it and my daughter had figured my budget for me, I am a 65 year old widow, and the money is just not there. So I called and told them my situation and instead of concern I got a tough luck kind of attitude. Even when I told him that one of the reasons I did not want it was that when I finally got upset enough to look the company up online I found multiple complaints against them. I should have told them that I was not interested in any thing I had not checked out in the first place. But I just can't afford it. So I turned off the alarm. He said I could give it over to a relative or someone. I think they should come and sell it to someone else. I only have my daughter here and her family. I transplanted here in Mississippi from Indiana when my husband died 3 years ago. I know they can't afford it any better than I can. Also the contract is almost totally unreadable, the copy they left for me. I guess he did not press down at all to make the copy come through. I can just barely make out May 2014 so I do not even know what day it was. That part is left completely blank. I even used a magnifying glass to look at it. I realize now that it was suppose to be cancelled in 3 days but I thinking even then they would have tried to stick me with it. I would have to say 2 sales men within a few days is pushy and I would have to take out a loan to pay off the contract and I can't do that! Please help me and thanks for your time.

Desired Settlement: Just an immediate end to the contract and come and get the alarm. If at some point I can afford and feel a definite need for one I might consider a different company with no binding contract or high pressure on Senior citizens. I feel like they "saw me coming". I usually can stand up for myself and fall prey to someone like that, but I was in an unfortunate mental state and having problems with my meds.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com June 27, 2014 Better Business Bureau of Utah Attn: ******** ****** 5673 South Redwood Road #22 Salt Lake City, Utah 84123 Re: ****** ******* - XXXXXXXX Dear ********: Alarm Protection is in receipt of customer's complaint. Customer alleges that she was misled by our sales representative, and that he pressured her. Customer also claims that she was told she could cancel her contract if she experienced financial difficulties and that her contract was undated. I reviewed the contract we have on file, and it is for a term of 60 months. I also monitored the preinstall survey call in which the terms of 60 months for the contract was reiterated to the customer. Additionally, customer was asked if she understood the entire terms of the contract which included AP's cancellation policy, to which she responded affirmatively. I reviewed the copy of the contract that AP has on file and it has a date of May 24, 2014. I spoke to customer to get her personal account of the situation, and I addressed her concerns. AP did not feel like there was sufficient information to release customer from AP's contract. However, in the interests of maintaining good customer relations, AP did work towards a mutual resolution with the customer. AP lowered the customer's monthly monitoring rate, lowered the length of customer's contract, and provided some additional features in her alarm monitoring packet. Customer was satisfied with this solution. Regards, ****** *********, Paralegal

7/3/2014 Advertising/Sales Issues
7/2/2014 Problems with Product/Service
6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed for an alarm system and they got me bined with two different contracts. I called the number on back of my contract trying to file a grievance and was told i couldn't file a grievance because I was in Mississippi and not Alabama. I called the company and asked why I signed two different contracts they want give me no explanation. I haved had over 20 false alarms dealing with this alarm system within a years time. I called the company numerous time to try and speak with the manager and all I got was fake names of people that don't exist. Can you please help me out with this problem. I sent a certified letter asking them not to debt my account but they are still debting it anyway. Thank You!! Product_Or_Service: Home Alarm System

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for this contract to be cancelled and my money refunded!!!

Business Response: Initial Business Response /* (1000, 7, 2014/06/18) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com June 18, 2014 Better Business Bureau of Utah Attn: ******** ***** Operations Manager 5673 S. Redwood Road Salt Lake City, Utah XXXXX Re: ******* ** ******* - XXXXXXXX Dear ********: Alarm Protection, (hereafter "AP") is in receipt of consumer's complaint and I have finished my investigation. Customer alleges that AP has him in two contracts. This is incorrect. Customer entered into a contract with AP for monitoring services on April 4, 2013. AP's sales representative made an error in that the first part of the contract called a RA was "Alarm Protection Alabama"; the second document which is also part of AP's contract called a RSA indicates "Alarm Protection Mississippi". AP acknowledges that this could cause some misunderstanding, but customer was informed that it was an error our rep had made, but that it was one contract. Customer claims that he had false alarms. I had our service department check this information, and customer did have false alarms due to a faulty sensor. When this first happened and customer complained about this issue, AP's service department informed customer that this could be easily fixed. However, customer refused to cooperate with AP in this regard. On December 27, 2013, our call log notes and recorded calls indicate that customer made threats against AP's technicians that if they went to his residence, then he would resort to violence. AP ultimately had to consider the safety of our employees in that customer made repeated threats of violence. On February 5, 2014, customer again made threats of violence in that he was not in his right frame of mind, and that if any of AP's technicians showed up to his residence, that he would not be responsible for his actions. Due to these threats, AP did not send anyone to customer's home to fix the sensor. It is fair to say that this is what was causing the false alarms. Since customer's first complaint, AP was willing to fix the motion sensor, but not at the expense of someone's safety. Our service department even offered to assist the customer by providing instruction over the phone. Customer was not open to this. AP eventually minimized contact with this customer due to his threats, and his harassment of employees to the point of being unreasonable. Alarm Protection has released this customer from his contract. Regards, ****** *********, Paralegal Initial Consumer Rebuttal /* (2000, 9, 2014/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though some of the accusations that was reported by this company was not true if they are willing to release me from this contract I am satisfied!!!

6/23/2014 Advertising/Sales Issues
6/16/2014 Billing/Collection Issues
6/12/2014 Problems with Product/Service
6/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is poor customer service, had alarm installed at my home in june 2013 but the installation was never completed. On June 5, 2013 signed up for service with Alarm Protection,after installing the system they were to return because the Tec did not have something that was needed to complete the install, and someone will call to reset appt I was given an appointment, but after taking off work no one showed up I called the company and was told that they forgot to call me, (unprofessional). Time went buy with my home being unprotected, I have spoken with numerous of customer service reps on 1/22/2014 spoke with **** and was told they would send out a tec on Thurs. 1/30/14 on 1/30/14 per **** not coming will come out on 2/11/14 no show did not call to reset the appt, (home still unprotected) On 2/9/14 spoke with **** informed him that I wanted to cancel my service because I was not satisfied with their service. Of all the broken promises and that the alarm still was not working, but they continue to monitor it, I sent them a check for $100.00 ck # **** as my final payment. I received a bill on 2/5/14 for $207.00 then on 3/5/14 got a bill for $199.95 then on 4/5/14 got a bill for $151.94 got a bill on 5/5/14 for $203.93. What I want from this company is for them to pick up their equipment and to end my contract I no longer want their service, I am now with another company.

Desired Settlement: What I would like for Alarm Protection to do is to cancel my contract delete the bill, stop billing me and arrange to pick up their equipment that's all.

Business Response: Initial Business Response /* (1000, 8, 2014/06/02) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com June 2, 2014 Better Business Bureau of Utah Attn.: ******** ***** Operations Manager 5673 South Redwood Road #22 Salt Lake City, Utah 84123 Re: Customer *****/******* ******** # XXXXXXXX Dear ********: Alarm Protection (hereafter "AP") is in receipt of customer's complaint. AP does acknowledge that there was some miscommunication between AP and customer. On June 1, 2014, I spoke with customer in depth regarding his concerns and addressed each point. Alarm Protection has released customer from his contract as part of reaching an amicable resolution. Based upon my conversations with Mr. ********, he was satisfied and considered this matter resolved. Regards, ****** *********, Paralegal

6/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Had product less then 30 days. Sales said I had 3 months if I was not satisfied they would pick up. Not the tell me im obliged to 60 months or pay 90% I just want what the sales man explained. Try for 3 months if not happy they would pick up.

Desired Settlement: Just pay for services I used and cancelation fee. Not no 90% of 2 years service I dont want

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com June 2, 2014 Better Business Bureau of Utah Attn.: ******** **** 5673 S. Redwood Road #22 Salt Lake City, Utah 84123 Re: ****** ****** Dear ********: In reference to customer's complaint, Alarm Protection (hereafter "AP") has finished its investigation in this matter. It is AP's position that our representative took the proper measures in the installation of customer's home security system. Customer alleges that our sales representative told him that he would have three months to try out AP's alarm system, and if he was unsatisfied, that AP would pick up the equipment. Based upon AP's research, it contradicts customer's allegations. AP conducted a preinstall call as part of our quality assurance and for purposes of clarification. I monitored the preinstall call and customer understood that the terms of the contract were for 60 months. I spoke to the sales representative, and discussed the nature of the complaint. Our sales representative said he was very clear in explaining AP's cancellation policy to the customer. Additionally, AP has a Notice of Cancellation Form as part of its contract. I reviewed the Notice of Cancellation and it bears the transaction date of April 25, 2014, and the deadline date to cancel is clearly marked as April 28, 2014. Customer never filed any notice. Based upon the foregoing, AP does not believe it warrants customer's release from the contract. On May 23, AP compliance personnel called and spoke to customer about his allegations. Based upon the call notes, customer's main issue was that his spouse was recently deceased and customer was dealing with funeral expenses. AP compliance worked with customer towards a resolution in that AP gave customer a two month deferment. Our notes indicate that the customer was in agreement to this resolution. At this time, AP is going to hold customer to terms of the contract, as customer was in agreement to this arrangement and resolution at that time. Regards ****** *********, Paralegal

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had two alarm systems installed 10-12-13, one at my home and one at my business. The salesman that sold the contract to me lied to me, stating that he had just sold a system to a friend of mine,just to get me to buy one. I decided that I didn't want to do business with someone that had to lie to me to get me to purchase the product. So I faxed the cancelation letter that they furnished with the contract in case I decided to cancel within the three day time period. I faxed the cancelation for both systems on 10-15-13. No one from the company contacted me in return with a confirmation number or to set a time and date to pick up the equipment. When I received my credit card bill in November I have two charges for two alarm systems. I call the company and they state that they did receive the cancelation letter and that they would discontinue the monthly charges and that they would send a technician out to pick up the two systems. In December I receive my credit card bill and again two charges for two alarm systems are on my bill. So I call the credit card company to dispute the charges for the alarm company then I call the alarm company again. They tell me again that they do have the cancelation letter and that they would refund the charges to my credit card and also set an appointment time for 1-21-14 to pick up the equipment from my home and business. The company didn't show up and didn't call. I call the alarm company again 1-22-14 and they said I had to confirm my appointment with them (but they didn't tell me that on the phone). I set another appointment up for them to pick up the equipment for 01-23-14 they show up and get both alarm systems. Then I receive a bill in the mail from the alarm company 01-24-14 for $2307.99 for each system charging me for the equipment they refused to pick up before. Product_Or_Service: alarm systems and service Account_Number: ******

Desired Settlement: DesiredSettlementID: Refund I would like a refund for the monthly charges for alarm systems I didn't want. I want my credit card refunded for six charges. Two per month.For the months of Oct. Nov. and Dec.

Business Response: Initial Business Response /* (1000, 8, 2014/03/07) */ Spoke with complainant and have resolved the complaint Initial Consumer Rebuttal /* (3000, 10, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has not spoke with me, I have called several times to speak with them about this problem. When someone answers the phone I tell them what is going on and they tell me a manager will have to call me back but no one ever does. I have called 3 times in February waiting on a manager to call to have this account closed "officially" and they will not call me back. All they ever tell me is that my credit card will keep being charged till the account is officially closed even though they have got their equipment already. I want my credit card to be credited for all charges they have charged me and I want them to no longer charge my credit card again. I want this whole account completely and officially closed for good. Final Business Response /* (1000, 19, 2014/05/29) */ May 29, 2014 Better Business Bureau of Utah 5673 S. Redwood Road ******** ***** Operations Manager Salt Lake City, Utah 84123 Re: ******* ***** - Case # XXXXXXXX Dear ********: Alarm Protection, (hereafter "AP") has reviewed customer's complaint, and based upon our research, it is AP's position that our representative did not make any misrepresentations. A preinstall call was conducted as part of AP's quality assurance, and I did not hear any misrepresentations. Customer claims that the representative lied to him by stating that he sold an alarm system to his friend. This comes to a matter of who said what, and based upon the information that AP had to work with, it did not support customer's allegation. Customer did send in a timely Notice of Cancellation. Customer claims that he was never called by AP to acknowledge receipt of his cancellation. However, our call logs indicate otherwise. Our retention department called him on 11/8/13, 11/19/13, 12/3/13, and 12/13/13 and left messages, to which AP did not receive any return calls. Per AP's policy, if a customer cancels their contract within their 3 day right of rescission we will honor that request, but it also requires the return of our equipment within twenty days. If a customer does not respond, then AP will send a letter to customer requesting a call back to schedule a time to pick up our equipment or that they will be held to the terms of their contract. Due to the fact that we did not receive any response from customer, a letter was sent to him on January 20, 2014, requesting that he contact AP to schedule an equipment pull, or that he would be held responsible for the remainder of the contract which was ********** Customer alleges that AP refused to pick up our equipment. Based upon our recorded calls on the above dates, this is conflicting information. As to the appointments, customer did call into AP on 1/19/14 to schedule an equipment pull and wanted someone from AP to be there on 1/20/14. The intake operator told customer that a tech was not available until 1/22/14, and based upon our notes, "Customer said thank you and hung up." It would be fair to say that communication was not clear between parties. AP's equipment was picked up on 1/23/14. Customer states that he received our letter on 1/24/14, which appears that our letter got crossed in the mail during the course of action. Customer requested a refund for six months. AP did not receive any response from the customer, until three months after our calls were made. During that time, AP continued to provide monitoring services to customer's home and business, to which he received the benefit of. Customer bears some responsibility in that he did not return any of our calls until several months after the fact. Once customer finally notified us, and our equipment was returned, he was released from his contract. AP did send customer a refund of ****** for his business account to which he was entitled. It is AP's position that we were fair with the customer. Regards, ****** *********, Paralegal

6/10/2014 Advertising/Sales Issues
6/6/2014 Advertising/Sales Issues
6/5/2014 Advertising/Sales Issues
6/5/2014 Problems with Product/Service
6/2/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We informed the company that we were moving, and no longer needed the service, and they continue to debit our account without our permission. We were faithful customers to this company for over a year and a half, paying every month with auto pay. We informed them that we were moving, and we no longer needed their services. We wrote a letter to them a month in advance, and asked them to delete our bank information from their system. We were told by one of the customer services reps that it was going to be removed, and a couple of days later our account was charged again. We called, and spoke to one of the manager and they told us that they will continue to debit our card even though we were using the service anymore.

Desired Settlement: I would like our $53.49 to be refunded, and to have our bank information deleted from their system. I don't know how this company can treat their loyal customers like this. It is really awful how they are treating us, when we haven't done anything wrong, but moved.

Business Response: Initial Business Response /* (1000, 13, 2014/05/20) */ May 19, 2014 Better Business Bureau of Utah Attn.: ******** **** 5673 South Redwood Road # 22 Salt Lake City, Utah 84123 Re: ****** ******** # XXXXXXXX Dear Ms. ***** This correspondence is in response to customer's complaint. Alarm Protection ("AP") has concluded its investigation of customer's complaint. It is AP's position that based upon the information we had to work with that it did not warrant releasing customer from her contract. Customer is correct in that she has been a customer with AP. Customer signed a five year contact for alarm monitoring services. It is AP's policy, that if a customer moves that they are still obligated to the terms of their contact. A customer is able to take their alarm system with them if they move and will charged $99.00 to cover AP's costs. Customer also has the option to have another person assume the remaining terms of their contract, in which case customer would be removed from the contract in its entirety. Customer did notify AP that she was moving, and that a new owner would be assuming the contract. Customer's new tenant opted not to assume taking over the remaining terms of the contract. AP informed customer of this information and that the contract was still active under her name. In fact, customer was informed several times that AP would continue to hold her to the terms of her contract. Customer requested that we send her a final bill on January 2, 2014 to their new address. AP complied with customer's request. I called and spoke to customer about her account and I told her that she had the option to take the alarm system to her new residence, and that I would be willing to waive the $99.00 fee. Customer told me that she had a different alarm system in her new home, and did not needs AP's. Customer is currently on invoice. Additionally, a refund of ****** will be sent to customer under separate cover. On March 17, 2013, I informed customer as to the options above. Though I do not think customer was satisfied with my decision, AP remains firm in its position. Please call should you have any questions. Regards, ****** *********, Paralegal

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Filing for my elderly mother, she did not understand that she was signing up for additional alarm security, while under contract with another company. Sales rep for this company came door to door in my mom's neighborhood. She is in her nineties and was under impression she was signing up for an update with alarm company she already has. She did sign a paper that someone else printed stating to other company that she wanted her contract canceled, she was still under contract with Monotronics. She has been writing a check for Monotronics monthly, beause she believed she was still with this company only. At same time Alarm Protection was taking their payment automatically from her account. She still does not understand when I try to explain what is going on. I called both companies, we want to keep Monotronics, I have stopped payment with Alarm Protection. I feel this is elderly abuse. I was told they call to verify with their elderly customer to be sure they understand, that's nice, but my mom can barely understand someone on the phone. She will say yes just to get off the phone, she gets dozens of calls all day from people trying to take advantage, so she will say yes and hang up. I called Alarm Protection, but they won't cancel contract. My mom is almost 97 and she cannot afford to be paying double for a service like this. Name on account is ******* and ****** ******** ** has passed away and my mom went back to last name of ********* Account Number: XXXXX, monthly payment is 39.99. Also, in September she was charged 33.00 on 9-5 and 39.99 on 9-6. She also had a third alarm company come to her door from Global Alarm , she agreed to sign up with them. Thankfully we found out about it and was able to cancel before anything happened. All I want is to have this contract canceled, I feel under the circumstances it is the right thing to do.

Desired Settlement: Cancel current contract.

Business Response: Initial Business Response /* (1000, 13, 2014/05/09) */ May 9, 2014 Better Business Bureau of Utah 5673 South Redwood Road #22 Salt Lake City, Utah 84123 Re: ******** ****** - Case #XXXXXXXX Dear Ms. ******: This letter is in response to consumer's complaint. Alarm Protection (hereafter "AP"), has concluded its investigation of this matter. Ms. ******, has filed this complaint on behalf of her mother, ******* ******** ******* ******* is the actual customer of AP. The information set forth in consumer's complaint is second hand information. Ms. ****** alleges that an AP rep presented to her mother's home to upgrade her prior alarm system and that due to the sale of an alarm system, it was elderly abuse. As to the first allegation of misrepresentation, a preinstall call was conducted as part of quality assurance and for clarification. This preinstall call is done for all new customers before an alarm is installed. A series of questions are asked to the effect of whether the customer understands the length of the contract and the monthly monitoring rate, that customer is in agreement to having the alarm installed, that AP is its own separate company and has not acquired or merged with any other alarm company, that customer's current alarm company is still in business, if the AP rep was wearing his ID badge and uniform with the AP logo, and if customer has an existing alarm and is witching over to AP that it is the individual's responsibility to cancel that contract. Ms. ******* is the one who participated in the preinstall call and when asked whether she understood all of the foregoing, she responded affirmatively. Additionally, Ms. ******* acknowledged her understanding by signing a Form C - General Questionnaire. This form reiterates the majority of the preinstall questions. AP addressed consumer's allegations with the AP rep. The rep said that customer was sharp when he spoke with her and he did not find any problems with her ability to understand. It is AP's position that based upon our information that we have to work with, that the rep did in fact implement the proper measures in the sale and installation of customer's alarm system. As to the allegation of elderly abuse, AP takes this very seriously. AP's code of conduct strictly prohibits any such conduct. In this case, AP does not see how elderly abuse was committed. AP believes that a senior citizen has the right to protection by his or her choosing of an alarm system. In this case, customer, ******* ******* chose to go with AP. Additionally, customer seemed satisfied with her alarm system. If in fact Ms. ****** felt it was problematic, why is she filing a complaint a year after installation? When Ms. ****** initially filed her complaint, AP's Compliance Department immediately researched her concerns and attempted to find a resolution. This matter was later closed out due Ms. ******'s failure to return phone calls. I personally left two phone calls on May 8, 2014, to which I never received any return phone call. When I followed up with the second call, a man answered the phone. This man was not very helpful when I was explaining the nature of my call. When I asked if there was a time that I could reach Ms. ******, this same man told me that he did not know and hung up the phone. It is AP's position that based upon the information we had to work with, it contradicts Ms. ******'s allegations. Additionally as stated earlier, Ms. ****** has filed this complaint a year after an alarm was installed in her mother's home. Further, she was not cooperative with AP in trying to reach a resolution. Nonetheless, in the interests of maintaining good customer relations, AP has released customer from her contract. Please contact me should you have any questions. Regards, ****** *********, Paralegal

5/19/2014 Problems with Product/Service
5/19/2014 Advertising/Sales Issues
5/12/2014 Advertising/Sales Issues
5/12/2014 Problems with Product/Service
5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Mrs. **** lives at home alone and is 89 years old. A door to door salesman for Alarm Protection sold her services that she does not have the mental ability to understand or even work the one box on wall. The alarm system is mounted on the wall but is not hooked up to any doors or windows. She does not have any paper work nor can she remember being given any on how to work the equipment or a sales receipt. She did not know that Alarm Protection was taking $44.99 out of her checking account each month. This may be a good company, but in this case, they are taking advantage of an elderly lady that did not know she signed a 5 year contract with a 90% penalty if terminated early. No one in their right mind would sign a contract like that.I am her son and I am lodging this complaint against this business on her behalf since she cannot do it herself. She is very embarrassed that she did this and it hurts her to admit she let a salesman sell her this even though she does not remember doing it.

Desired Settlement: DesiredSettlementID: Other (requires explanation) In a perfect world, I would like her to get her money back. But, I am willing to just stop the service with no more payments. I do believe the salesman should be fired for taking advantage of an elderly lady. The company, if it is credible, should send a letter of apology to Mrs. *** in **********, **.

Business Response: Initial Business Response /* (1000, 7, 2014/04/30) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com April 30, 2014 Utah Better Business Bureau Attn: ******** ***** Operations Manager 5673 S. Redwood Road Salt Lake City, Utah 84123 Re: ****** ******* ********* - XXXXXXXX Dear Ms. ***** In response to your correspondence, our office has concluded its investigation of this matter. In reviewing our records, it is Alarm Protection's position (hereafter AP), that there was not any wrong doing. An internal investigation was done which included review of the contract, interviewing individual filing complaint, and monitoring of calls. The customer signed a 60 month contract for home monitoring services with a monthly monitoring rate of $44.99. Customer was provided a copy of her contract. For purposes of quality assurance, AP conducts a preinstall call with all new customers. Several questions are asked during the preinstall call which includes whether the customer understands and consents to the terms of the contract and that the bank account information she provided will be debited on a monthly basis. When asked these questions, customer did state that she understood. As to allegations that customer did not know how to operate her alarm system, I monitored the post install call and customer was again asked a series of questions one of which included if she knew how to operate her alarm system. Customer did state she was familiar with how to operate the system. Also, AP technicians show customers how to operate their system and have the customer go through the process. The customer's son claims that AP did not install any motion sensors. There was a motion sensor installed, including additional alarm equipment that included a smoke detector, medical pendant, and door window contacts. I verified with our service department and we did install the foregoing equipment and shows that it is active. The customer's son, ***** *********, ("*********") claims that he made attempts to resolve issues with his mother's account. *********'s first contact with our customer service was on April 4, 2014 and the notes contradict *********'s statement. Mr. ********* made threats of legal action. Mr. ********* made a subsequent call on April 9 in which he stated he wanted to cancel the contract. He was provided with options based upon AP's policy for early cancellation; which is paying off 90% of the contract. The customer could have cancelled her service much earlier in that every customer has a three day right of rescission, which customer did not choose. ********* brought up the fact that his mother has dementia. The individual whom he spoke with requested medical documentation, to which Mr. ********* stated he would not provide. The next notification AP received was customer's complaint. AP's compliance personnel contacted Mr. ********* to address all of his points he raised in his complaint. All points were discussed in detail and resolved. It is AP's position that all proper measures were in place to provide home monitoring services based upon customer's needs. However, in the interests of maintaining good customer relations, AP and ***** ********* reached a resolution of which the terms are set forth in a settlement agreement. We will release Ms. ********* from her agreement and her son, Mr. *********, is satisfied with the resolution. At this time, we consider this matter concluded. Should you have any questions, please call. Regards, ****** ********* Paralegal

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alarm Protection Alarm is not accredited by BBB and they do not have a Municipality of Anchorage Business/Contractor license. *** ***** and ****** ***** of Alarm Protection Alaska (AP Alaska) persuaded me to sign up with their company because they can upgrade my alarm system for free plus their office was located on **** * ******* ***** **** ********** ** XXXXX. Mr. ***** and Mr. ***** did mention that the company headquarter was in Salt Lake City, Utah. They also mentioned that whenever Vivint tries to contact me, just hang up on them or tell them I signed up with another company. When the AP Alaska technician came in to install the new system, I noticed that he did not take out the Vivint sensors or the thermostat box (Energy Management). When asked as to why he didn't remove the Vivint sensors and the thermostat box, he replied, "Oh, it's fine. They work fine." I did not know that if something would've happened to the Vivint sensors and the thermostat box, AP Alaska would not cover it with the warranty. There was no upgrade at all. I had an Energy package from Vivint. AP Alaska just double contracted me. I wasn't sure if the representatives, *** ***** and ****** ***** are certified contractor licensed to sell me the system here in Anchorage, AK. Alarm Protection Alaska LLC is a dealer that outsources to Avant Guard. Neither are local companies. I contacted the City Clerk/Municipality of Anchorage/Business & Contractors Department and spoke with **** whom concluded the fact that Alarm Protection Alaska LLC does not have a Municipality Business or Contractor license in Anchorage, Alaska. The Better Business Bureau (BBB) does not have any record for Alarm Protection Alaska LLC in Anchorage, AK and it is not accredited by BBB. However, there's an Alarm Protection aka Alarm Protection Technology LLC in North Salt Lake, UT with headquarters located on 350 W 800 N Ste 305, Salt Lake City, UT 84103-1474 which is affiliated with Alarm Protection Alaska LLC. I didn't understand that *** ***** and ****** ***** of AP Alaska were getting me in another contract. I was deceived and want to dispute the contract and payments with Alarm Protection Alaska. I was charged $99 for their alarm panel and $44.99 for the full month of March on 3/26/2014 when I just barely signed up. They withdrew the charges the same day as my Vivint payment. I actually paid for two alarm systems.

Desired Settlement: I would like to ensure contract is cancelled and be refund my $143.99.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com On April 29, 2014, I called and spoke to the customer directly about each of her concerns. The majority of her concerns were addressed and resolved. However, customer was very upset as to a dealing with a customer service agent. I explained to customer that Alarm Protection appreciated her feedback and that internally we would take the appropriate steps to address better communication with this individual. Customer requested to be released from contract, which Alarm Protection felt was warranted in order to maintain good customer relations. The customer has been release and she is satisfied.

5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I, ****** ****** have been taken advantage of by Alarm Protection as follows- Two men from Alarm Protection came to my door and stated they saw the protected by Vivint sign in my yard. They further stated that they were purposly targeting Vivint customers and wanted Vivint's accounts. They offered what they seemed a better price. They (Alarm Protection) said the services would be exactly the same as Vivints. That was a false statement - They do not have radio controlled Go Panels - Which means I will not be getting weather forecasts or weather alerts. I told the two men I was still under agreement contract with Vivint, they said that was OK, to cancel with Vivint. I did not cancel with Vivint - Now I am under fraudulent double contracts. I want out of the contract with Alarm Protection. Alarm Protection misrepresented themselves & posed as my son ***** ****** (who did not talk to Vivint) He was not here and lives in another city. Alarm Protection ( I Think) lied by using my sons name to acquire information about my account. Vivint has a varification of this call - The person posing as my son was **** **** working for Alarm Protection. It was stated to me that Alarm has an A+ rating with the Better Business Bureau. I called the BBB and they stated to me that they have no rating for Alarm Protection, certainly would B A+. The BBB said they have had multiple complaints on a company called Alarm Protection. I called and talked to the city clerk of ******* ****** ** & was told Alarm Protection has applied for a permit, but has not been granted one yet. And it was unlawful for them to go door to door or enter peoples homes.

Desired Settlement: Cancellation of Contract with Alarm Protection

Business Response: Initial Business Response /* (1000, 7, 2014/04/30) */ Contact Name and Title: ****** *********, Paralegal Contact Phone: XXX-XXX-XXXX ext *** Contact Email: ********@alarmprotectionusa.com April 30, 2014 Utah Better Business Bureau ******** ***** Operations Manager 5763 South Redwood Road #22 Salt Lake City, Utah 84123 Re: ****** ****** Case #XXXXXXXX Dear Ms. ***** This correspondence is in response to consumer's complaint of April 10, 2014. In the interests of maintaining good customer relations, Alarm Protection has released customer from her contract. However, it is Alarm Protection's position (AP) that proper measures were implemented in the installation of customer's home security system. I spoke to customer about each of her concerns and attempted to address each. However, such efforts were note productive. I believe AP could have amicably resolved customer's issues, but customer was not open to any resolution. Customer's only resolution was to be released from the contract and it was my understanding that is why she filed an agency action. I monitored the preinstall call which is conducted for purposes of quality assurance and customer's responses contradict some or her allegations. Specifically, she affirmatively responds that she understood that her prior alarm company was still in business and that AP had no affiliation with them whatsoever, and that she was in agreement to change her service to AP. Customer also affirmed that she knew that it was her responsibility to cancel her services with her existing alarm service and to provide AP with a final bill. Upon receipt of that final bill, a check would have been issued to customer to pay that off, thus eliminating her being in two contracts. On the preinstall call customer consented to the installation and then rendered an additional comment to the effect she felt the reps were very honest. In light of this, it is a bit difficult to understand her current allegations. Again, it is AP's position that the correct steps were implemented. However, AP has released customer from her contract to satisfy her resolution and to maintain good customer relations. Regards, ****** ********* Paralegal

4/29/2014 Advertising/Sales Issues
4/16/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
3/26/2014 Problems with Product/Service
3/25/2014 Advertising/Sales Issues
3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ***** **** who says he has part ownership of the company didn't honor the contract agreement we spoke of . The Date of 11/1/2013 ***** **** came into our home advertising the alarm system for his company Alarm Protection USA. He explain to me and my fiance **** ***** that he was part owner of the company and would give the installation free which was installed by ***** ***** and also since I was still in contract with ADT ***** said that he would pay off my remainder balance with them. He never honored his agreement but what he did do is get me stuck in two contracts with two different company's. When I finally got back in touch with him I explain to him that I wanted to cancel services and he agreed to pay 109.00 to ADT to come back and reinstall their equipment but he never own up to that agreement either. I feel this was a total scam because now he doesn't answer any of our calls or reply back to our messages to get the issue resolved.

Desired Settlement: I would like the company to send me the 109.00 that he agreed to pay for ADT installment and cancel my services with no charge as explain to me . I would also like for the company to come back and get their equipment .

Business Response: Initial Business Response /* (1000, 7, 2014/01/07) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Spoke with the complainant and have resolved the complaint satisfactorily

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A representative, with Alarm Protection Alabama LLC, lied to get us to sign a contract. We want the contract void without fees or penalties. On June 22, 2013, We were lied to. A representative, with Alarm Protection Alabama LLC, who signed us up for the contract, lied to us. He said that Vivint was going out of business, and they were rated as a 'F' with the BBB. Also, he told us that Vivint was resigning customers, adding more years to their contract, without their permission. We found out this was totally untrue.

Desired Settlement: We want our contract canceled with no fee or penalties. We want them to stop taking any present to future payment from our bank account.

Business Response: Contact Name and Title: ******* ******** General Manager
Contact Phone: **********
Contact Email: *********@alarmprotectionusa.com
Spoke with the complainant and have resolved the complaint satisfactorily

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This situation has not been resolved. Our contract has not been canceled. They are still billing us for payment. We want our contract canceled without penalties and fees,and they have not agree to do so.

Business Response: Contact Name and Title: ******* ******** General Manager
Contact Phone: **********
Contact Email: *********@alarmprotectionusa.com
Spoke with the complainant and have resolved the complaint satisfactorily

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This matter has not been resolved satisfactory. The contract has not been canceled. Alarm Protection of Alabama is still billing us. We want them to cancel our contract without any penalties and send a letter to us acknowledging this. Then, this will be resolved once this has happened, but right now, it has not been resolved.

Business Response: We spoke with complainant on 10/31/2013 and reached a fair and acceptable resolution. The complainant has not returned any calls after accepting resolution. It is our understanding this complaint is resolved and complete

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We talk to Alarm Protection supervisor and told him to cancel our contact and why we wanted our contact canceled. This resolution was not resolved and the reason why we file a complaint with BBB. We have received Alarm Protection telephone calls and talked to their representative. They call to inform us of an outstanding balance, which we have told them we are not going to pay. They have not call to talk about a resolution at all; only about money that they say we owe them. So, Alarm Protection your understanding that the this problem is resolved is in fact not true. If it was resolved why would we keep responding to you'll saying that it is not resolved. IT IS NOT RESOLVED.

Business Response: Have tried to speak with complainant. The complaint was resolved satisfactorily by both parties, unsure why complainant did not accept our response. Unfortunately because the complainant does not answer or return calls we assume this as resolved.

3/21/2014 Problems with Product/Service
3/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales/technician used dishonesty to enter my home and replace an alarm that I didn't need. On June 25, 2012 about 4 pm the technician, ****** (XXX-XXX-XXXX) and Sales person ***** **** (XXX-XXX-XXXX) came to my home representing themselves as ADT alarm. While ***** was talking to me, ****** was walking around looking for the ADT box. Once he found the box he removed the battery. In the meantime, ***** explained that ADT was upgrading their alarm system. Once system was installed I was presented a contract. The contract list APT instead of ADT. ***** explained that ADT had changed to APT. I informed him that my ADT contract had been upgraded on June 1, 2012 and that I would have two contracts. ***** saidI would receive money to cancel my current contract. I told him I was happy with ADT and I was a customer since 1993. I was lost for words. On June 28 & July 8, 2012 I contacted ***** leaving him a message that I wanted to cancel my contract. He didn't return my call. On July 8, 2012, I contacted ****** leaving the same message. I didn't receive a return call. I contacted the main office on August 21, 2012 and spoke with ****** I explained that I wanted to cancel and wasn't happy with my service. She didn't discuss my request and only wanted to talk about my 60-month contract. She continued to talk me to find other reasons to distract me from my request. We discussed the alarm system and my unhappiness. She insisted that a technician would come out and help me understand the alarm system. I begin to contact APT on a monthly basis concerning my lack of understanding of their system. After, my monthly calls I started to notice my monthly statements were late, payments began to double and unauthorized bank debts from my personal account. APT promised to provide me assistance and support for their confusing alarm system and to correct all my billing issues. Finally, I contacted APT on December 23, 2013 and demanded that they correct all my issues. After speaking with ********* she informed me that I must speak with **** to resolve all my concerns. My daughter was overseas at the time. I am an 81-year woman with limited recourses and support. On December 26, 2013, I made an appt with ADT. I learned that APT was using ADT's equipment and sensor. ADT removed APT's equipment and reinstalled ADT's alarm system. ADT"S technicians waited for APT to knowledge the removal of APT's equipment but APT didn't respond. I fell safe and secure. The system is working properly.

Desired Settlement: I will like to be released from my contract. The two APT employees took advantage of an elderly adult using dishonest sales practices.

Business Response: Initial Business Response /* (1000, 8, 2014/03/07) */ Spoke with complainant and have resolved the complaint Initial Consumer Rebuttal /* (2000, 10, 2014/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted the company's response/agreement. I received a Settlement Agreement, Waiver, and Release of Claim document. The document was notarized, signed and mailed back to APT as advised.

2/17/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Mislead into signing contract under false pretenses. On March 18, 2013 I was told that the alarm company I was with was no longer servicing Alaska. I wanted to maintain security and signed contract with APT. About two weeks later Vivint called to inquire why no payment was received. After telling them what happened. I tried to cancel contract was told it was to late that my contract was irrevocable. I have a contract in hand is not even from the state of Alaska but from Alabama. Also after calling the State Of Alaska Dept of Occupational Licensing I was told this company did not file for license until 22 March 2013. I am notifing you that I will no longer pay for this service. I have had it removed to return to APT. Sales rept was ***** ** Tech. was ***** ****** Monthly fee is 49.99 bank draft.

Desired Settlement: I wish to no longer have this service. I have once again continued to make payments to company but have reinstall Vivint system. Do not wish to have any contact with APT

Business Response: Initial Business Response /* (1000, 7, 2014/01/30) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Spoke with complainant and have resolved the complaint.

1/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Representative came to my house and offered to put in his alarm system. He also stated that my company (vivint) was having problems with the BBB. So at the time I had no way to check that statement out. I had not had any problems with the Vivint Co. And wish to have their service continued.

Desired Settlement: Any moneys APA refunded

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Spoke with the complainant and have resolved the complaint satisfactorily

1/23/2014 Advertising/Sales Issues
1/23/2014 Advertising/Sales Issues
1/23/2014 Advertising/Sales Issues
1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After security system was installed, and contract was signed. The amounts to be paid was not correct. When contract was signed for the security system the amount to be taken out monthly via auto pay was 39.99. Since installed they alarm company has taken out 49.99 monthly via auto pay. We have contacted the security company and explained that the amounts in the contract for 39.99 is what was promised and that they have been taking 49.99. Miss ********* has asked that the system be shut off and the over payment be paid back. The security company has explained that they will not shut off the system because there is nothing wrong. We have sent a copy of the original contract stating the monthly bill is 39.99 and also sent bank statements showing that they have been taking 49.99 instead. We have explained that this is breaching the contract and wants out of the contract, system shut off, and the amount to be back paid. They have stated that they will not shut the system off, and that Miss ********* will and is still getting charged 49.99 monthly.

Desired Settlement: Miss ********* is asking that the system be shut off, the contract be now in void and that the amount over paid be refunded.

Business Response: Initial Business Response /* (1000, 9, 2013/10/31) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Alarm Protection has made several attempts per day to speak to complainant. Complainant has not answered or returned calls. We expect once we speak to complainant we can resolve the complaint. Final Consumer Response /* (3000, 11, 2013/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mrs. ********* contacted the alarm company on Monday Nov 4, 2013. Mr. ******** was not able to speak with Mrs. *********, Mr. ********'s assistant instead spoke on behalf of alarm protection. Mr. ********'s assistant has agreed and setup a tech to come to the residents on Nov 14,2013 and remove the security system, but they have not agreed to the reimbursement of the money over taken monthly. The contract was initially to only take 39.99 a month for the service but instead was taking 49.99 a month for the service. Since there was an over-payment monthly for the service then agreed upon before purchasing the alarm system. Mrs. ********* wants the now 120.00 dollars that was taken so far to be reimbursed into her checking account. Consumer Response /* (2540, 21, 2013/12/06) */ Mrs. ********* talked to the alarm company and had made an agreement for removal of the system from the residents on Nov 14, 2013. The security company failed to meet that date and sent a rep out on Nov 21, 2013. The rep removed the system but yet Mrs. ********* was charged on Nov 21, 2013 for the monthly payment of 49.99. Mrs. ********* checked her statements from the bank showing this transaction. Mrs. ********* then called the security company for inquiry as to why she was charged when the system was removed and if they were gonna send the back payment for the several months of being wrongfully charged when the contract stated 39.99 monthly. The gentleman on the phone explained that they will refund the 49.99 for the month of Nov but will not for the previuse months. He also explained to Mrs. ********* that during a phone conversation that was recorded that Mrs. ********* agreed to having the security system removed from the residents but with that not wanting any refund for the wrongfully taken money monthly. The security company has know since October about wanting the system removed and refunded the money and that would make everything right. The security company has not proven that the phone conversation apparently recorded did infact happen. Mrs. ********* is getting upset with filling these complaints and nothing is getting accomplished to make the situation correct. Further action is the next step in the wrongfully situation where a security company that is to protect families will in fact take advantage of an senior citizen, espically when Mrs. ********* has been very understanding and patient with the security company and asking for nothing more then the situation be made right.

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: not monitoring my alarm service I contracted this company to install and monitor my alarm system, I pay for a year in advance, paid till April 2014, I recieved a letter that my monitoring is cancelled as of N0V,13,2013 for NON-PAYMENT BY DEALER. I have tried to contact the owner of Alarm Protection, I have left several messages, he will not call me or return my messages.

Desired Settlement: I want a refund of the remaining contract.

Business Response: Initial Business Response /* (1000, 7, 2013/12/10) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Spoke with customer, he does not have an account with us. He has an account with a similar company name in CA.

12/24/2013 Advertising/Sales Issues
12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company told us they were updating my alarm system in my area and they came in and exchange out my equipment and install theirs. My company call us saying they were having problem with the system and came out and check it to find that this were not they equipment cause the serial no. wasn't theirs, plus they change the code where they couldn,t check the system. Plus i'm already on contract with them. This company sign us on a 5yr contract. So i will be paying twice a month on this matter. My company want to file a complaint for destruction of property against them cause they threw away they equipment. So could you please check into this matter because i can't afford to pay twice a month. We're both disable and on a once a month. In the mean time Monitronics are working with us to restore their system back to normal. Plus we thought we were protected and found out we weren't protected. Product_Or_Service: alarm control panel Order_Number: N/A Account_Number: N/A

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want to get out of that contract they stuck us with because we are staying with Monitronics.

Business Response: Initial Business Response /* (1000, 7, 2013/12/05) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com I have spoken with the complainant and have resolved the complaint Final Consumer Response /* (2000, 9, 2013/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) we've talk with the company and we came to an agreement. so far we are satisfied, but if they don't keep their agreement you will hear from us again. thank you for your help.

11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alarm system not working properly and customer service unable or unwilling to assist. In the beginning my alarm was going off on a daily basis. I called customer service and was told that they would send a technician out. The tech never showed up. I called a second time and was told again that I tech would be sent out. Not until four days later did a tech come out and it was 10PM on a Saturday night. I asked for a manager and was given a number for which I called a dozen or more times and never got a return call. I discovered about a week ago that my motion detector was not working. I called customer service and was told that I have a low battery. I think this is something that they should be monitoring. I was told that a replacement battery would be sent out and as of this day (9-1-13), I have yet to receive the battery. On Sept 10, I was told that a tech could not come here until Sept 16. I feel that this is not acceptable. I am in no way satisfied with the service of this company. The area manager of the Mobile, AL area is: ***** **** **** ********* Avenue Suite C East Baton Rouge, La 70808 phone number: XXX-XXX-XXXX

Desired Settlement: I am not AT ALL impressed with the quality of service provided by this company and I would like to be release from my contract. The only consistency is their ability to deduct my monthly payment from my checking account. I PRAY FOR RELIEF.

Business Response: Initial Business Response /* (1000, 8, 2013/10/09) */ Contact Name and Title: ******* ******** General Manager Contact Phone: XXXXXXXXXX Contact Email: *********@alarmprotectionusa.com Have spoken with the complainant and have resolved the complaint Final Consumer Response /* (4200, 14, 2013/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please allow this complaint to remain active until I have received writteen notification that my contract has been terminated. As of this day, October 28, I have not received any correspondence releasing my from my contract. I do believe that my monitoring my been removed but I would like a written release. Final Business Response /* (4000, 16, 2013/10/29) */ Complaint has been resolved.

11/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We told the sales person that we did not want system installed but before we knew it 5 men were in our house taking our panel down installing theirs. They took over our home, took our ADT panel down and installed theirs when we told them not to do so. We called them, signed and e-mailed the cancellation document and told them to come get their system and put our panel back like it was but they will not but continue to bill us for a system that was forced on us. They say they can't put our ADT system back like it was but yet they took it out and they are using all of ATD sensors that we already had in place with their panel. We need our system put back just like it was before they touched it. The salesman told us if we did not like the system he would put our old one back but now they will not do that and they are charging us $44.99/mo.

Desired Settlement: Put our old system back in and take their equipment. Change their pattern of *** rushing into peoples home replacing their system and not listening to customers. It is not right!!!! The salesman told us if we did not like the system he would put our old one back but now they will not do that and they are charging us $44.99.

Business Response: Initial Business Response /* (1000, 11, 2013/10/29) */ Complainant cancelled within the legal right of rescission. After several attempts to retrieve our equipment the complainant will not allow us to have our equipment back. Alarm Protection has been diligent to comply with complainant requests but are unable to do so because complainant isn't allowing us to. Alarm Protection has spoken to complainant several times and have attempted to resolve but complainant is combative.

10/31/2013 Problems with Product/Service
9/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have a Vivint alarm system. They lead us to believe they were updated our system, as Vivint wasn't doing their job and they were taking over using Vivint wiring only changing the panels programming. We found out later they didn't have a license to do business in here. We have a 3 year. contract with Vivint. In taking to talking to them later they lied to us saying Vivint was buying out our contract which is not true. This is not a good business practice. They have lied all along. Our system has been installed free of charge with Vivint. They have not wanted to cancelled our contract. We are senior citizens age 87-85 and do not need this.

Desired Settlement: 44.99ea.


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