ComplaintsforAlder

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a security system from Alder security. I stopped using the service and tried to cancel. They told me i couldnt. Then they told me last April the contract would be fully paid by Jan 2024. Now they have started billing me again. They have an address for the account that i have never heard of! Now they are saying they unilaterally renewed my contract for another 3 years because they didnt receive notice to cancel within 15 days of cancellation. I was clearly told it would be cancelled in January. In addition, i requested a copy of the contract last year in April and they never sent it! I verified that they have the correct email. All i want to do is cancel! Please help i feel like this is bad faith!

  Business response

  04/12/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have ***** for 5 YEARS now, I have had nothing but problems with this system. I have made dozens of phone calls and been given the run around with all kinds promises. They have no technicians in my area. at one point they had no technicians in the **************** and had to wait for two months to get some one out. half the time they are a no show. my system has not worked properly in over 3 years. I call and complain with no proper response. they promise a supervisor will call and no calls ever come in. I have been paying for a service that I have not been receiving. How can I be forced to pay for a service that I am not receiving. Now they tell me that my contract was automatically renewed, and I have to buy out my contract! They tell me that the renewal clause us written in the contract. That's crap! So legally why can't i get refuse to pay for a system that don't work? They told me to contact ********************************* because they legal do not have phones! Really? What can I do about this? Why can they not be held accountable for the contract conditions that they are telling me I have to? No one in the company will give me a Stright answer, they just continue to promise to fix the problem, again this has been going on for over 3 years and I am paying for a service I am not receiving.

  Business response

  04/12/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

  Customer response

  04/13/2024

   
  Complaint: 21563143
  
  I am rejecting this response because: I this is the same response I received the other times I called. I have been told several times that a supervisor would contact me within 24 hours.  Waited several days without anyone contacting me. I call back and I am told no supervisors are available. I continue to advise them of my dissatisfaction with my service and the lack of Customer service

  
  
  Sincerely,
  
  *****************************

  Business response

  04/17/2024

  We have spoken with ********************** and came to an agreement. Thank you.

  Customer response

  04/17/2024

   
  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,
  
  *****************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a 3 year contract with alder, and 4 years later i switch to a different company. They called me and stated that Im still in contract till 2027. I never signed anything for 5 years with them. This is not how you deal with senior citizens. I dont appreciate being in a contract i never signed or verbally agreed with.

  Business response

  04/12/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  started October 2023 with Alder security.When i joined i talked with ***** ,not one time did he mention a contract and I never signed anything .I asked for paper bill, but every month i had to call in the payment. In December i told them i would no longer call it in that I wanted a paper bill and I still haven't gotten free month. So I checked my bank statement and they took it out of my account,I never gave the authority to do that. The system starting going off line a lot and more than twice the alarm went off and no call or anything. So when I would call to get some answers, cant' understand what there saying and they are not helping me. So I told them I no longer wanted system,So now they said I signed a 60 month contract and still owe them *******. I asked for proof because I know I signed nothing. They sent me a contract that I have never seen or signed. It is not my signiture. I have talked to over eight agents.So I contacted my bank put a stop payment. When they put it through under Alder security ,Alder used Alder holdings and was able to get money in February and in march I had to pay for stop payment again under Alder holdings and Alder used Alder security and again was able to get money. So the time is coming again wonder what name they will use to get money that I asked for them to stop taking. They have forged my name and the way they got money out of my account was pure sneaky and deceitful. The system has been packed up for two months not using it because it was not doing a good job. So please help me in this serious matter with Alder security

  Business response

  04/11/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 92 year old who will be 93 in May. A gentleman came to my home around July 20, 2021 and told me that this was free and that someone gave me this service for a gift and will be making the monthly payments for the service. He never told me that person's name. Somehow the salesman obtained my bank account and set up auto pay in the amount of $44.99 per month from my bank account. I did not approve this auto pay and did not know that it has been coming out of my account since 2021. I do not want the service and ***** is claiming that I owe them until 2026. In 2021, I was 90 years of age and was lied to in order for the salesman to get his sale.

  Business response

  04/09/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A salesman by the name ****** knocked on my door to sell me the Alder security system, he told me that everything was free and I didn't have to pay anything, he sat down asked for my information I gave it to him, he then told me that I would have to pay the fee of ***** and I would have 30 days to try it out and if I didn't want to continue with the service I can cancel it within 30 days and I can receive my money back. Since I had the system the cameras didn't work I called and reported it and it didn't work, talk with tech support and it worked for a little bit, then it went out again. So I call yesterday to cancel the young asked why I told her I didn't want to keep it the service keeps going out and she also wanted to know who I was going to if I cancelled the services, I let her know I know someone who can do it at a cheaper rate, so she transferred me over to a man name ***** who is a customer manager, he told me I couldn't cancel the services that I only had 3 options, the 1st option was I can pay 90% upfront to cancel the services 2nd option find someone to take over the account or accept a free month and have a technician to come out, I told him that I want to cancel the services all together he told me no he couldn't do that that I had 3 days to cancel, I told him I was never told that, I was told I had 30 days. He said no, I was to far in the contract, I didn't know I was even in a 5 year contract the salesman never said that. ***** the customer service manager said that I can't cancel and he going to leave my account as is. I told him not going to obligate myself to no five year contract. On the website they said you have 30 days to cancel and get the equipment returned. I want to cancel the services and return my money. I don't want no credit I just want to end this all together today marks my 30th day I signed up on March 4 I called yesterday March 3 Rd to cancel the services. I don't want it.

  Business response

  04/09/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

  Customer response

  04/09/2024

   
  Complaint: 21530666
  
  I am rejecting this response because: I just want it to be cancelled it's deceiving and I told I don't have a choice but to continue with the services, when I was given an 30 day trial and it supposed have been free, but I still need up paying. I was also told I only had three days to cancel and that wasn't what I was told. It's all a fraud. When the salesman came it was nothing what was told to me from the beginning of I known this I wouldn't have signed up for this. They breach their own contract and lie about it to force you to commit to the contract , I'm going to report this to my bank and make it known concerning this. It's not right it's wrong. They don't tell you any of this at the time of you talking with them even with the video they have. It's wrong 

   I don't want to talk to anyone except to give me my money back and close this account. They are empty promises. Five years is a long time. This business had horrible horrible reviews. No one is happy. I'm not obligating myself to this

   Close it out and refund my money as it was promised to me, they couldn't even get a technician out in a timely manner. A whole month later, no not acceptable. Just a whole month later to make someone obligated to the services to make sure you locked into a contract. 
  
  Sincerely,
  
  ***************

  Business response

  04/10/2024

  I tried calling ********** to discuss this but the number we have on file says she is not accepting calls at this time. We have a technician scheduled to go to Ms. ***** *********** are ready to do whatever is necessary to make sure she is happy with the service. Please have her provide a number I can reach her at.

  Customer response

  04/10/2024

   
  Complaint: 21530666
  
  I am rejecting this response because: I don't want your services at all my number is no longer in service, I have another number, I don't want no technician I don't want the services, you trying to go around of what I'm requesting for this company to do. I want to cancel Everything. I don't want a technician I want cancellation. I want my money back I did everything I suppose to do. I don't want it. I have no contract, don't want a contract. You all have deceived me with everything. I'm just going to report this to my bank and Im going to make the credit bureau is aware of this. I don't want no one to call me at all cancel the services 
  
  Sincerely,
  
  ***************

  Business response

  04/12/2024

  We have spoken with Ms. *** directly and came to an agreement. Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In September, 2020, I ordered internet service for a house I had just bought and when that call concluded, I was transferred to Alder Security. In a moment of weakness, I agreed to a 36 month contract. I hadn't actually moved yet so I had the equipment sent to my old address. Since I was in the middle of moving an entire household to another state by myself and selling the house in September 2020, I didn't think to print the document at the time, not realizing the link was only good for 24 hours and then I'd not be able to access it. I never even set up the system at the new house but have been paying $45 monthly for over 3 years. I called to cancel in summer of 2022 but was told I'd have to pay 90% of the balance or continue the monthly payment. At that time, they tried to get me to upgrade the system which would have meant a new 36 month contract. I didn't want it in the first place so certainly didn't want to upgrade. I couldn't afford to pay it all at once so I continued the monthly payment. I basically forgot about it because the payment was automatic and I didn't have the system set up so it was not in front of me every day. The 36 months concluded in September 2023 but I forgot to call at that time to cancel. When I called in March 2024, I was told I did not call within the allotted timeframe so the contract was automatically renewed for another 36 months. They offered a reduced monthly payment $40 if I started the 36 months over again, or I could continue to pay the $45 for the remaining 29 months, or I could pay it off at a cost of about $1,200. I feel I've already paid for the system in full and they are unreasonable to demand another $1200 for something I've never even used. All I want is for the contract to be cancelled and for me to not have to pay anymore. I don't have any documents because the links have all expired (which seems kind of shady to me).

  Business response

  04/04/2024

  We have spoken directly with ************** and worked out a resolution. Thank you for bringing this to our attention.

  Customer response

  04/04/2024

   
  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,
  
  *************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a 3 yr agreement June 2020. I had issues with billing in March 2024. I gave them 3 calls to fix problem and they made mistake after mistake. Also I had surgery at this time was in recovery. I called March 29 for the 4th time and decided because of the mistakea I wanted to cancel my service. They offered me 1 free month then 2 to stay I kept denying saying I want to cancel. **************************************************************************************************************** received. It would show NO NEW equipment was ever put on my system and the sent me an electronic contract with an electronic signature and now want almost $400 to cancel. Again I'm disabled and can not afford to pay for something I did not order, receive or use. In fact this "agreement " was not brought up until I refused all the offers if I stayed. I feel i am being scammed by this company I just want to cancel my service as i have lost faith in the integrity of this company. I do not want to do business with them. They also asked me to find someone to take over my services and they qould let me out. But how coyld i try to get my friends scammed. My 3 year contract was up June 2023. I paid every payment on time and was told im a gold customer but i no longer feel they are the company to be in charge ofmy families safety. Please help.

  Business response

  04/02/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

  Customer response

  04/03/2024

   
  Complaint: 21505244
  
  I am rejecting this response because: I am no longer using their product or services. I never signed another contract snd my original is over. They called offering me 2 free months and to send me the equipment I did not receive that they are saying I ordered which renewed my contract. They are offering me more free then mysupposrd contract is worth. However I was given a free month 2 weeks ago for ***** while we resolve this but they in fact charged me. My trust is broken withthis company, and I have a new alarm system and are no longer using theirs at all. I do not want offers to stay I want to no longer be involved with this company I feel had scammed me. And again they lied and charged me this month in advance when I amnot using their service at all. Its disconnected.  
  
  Sincerely,
  
  *****************************

  Business response

  04/04/2024

  The renewal was signed by ******************** and was confirmed during a recorded phone call as well. We are unable to cancel at this time but we are happy to help in any other way.

  Customer response

  04/05/2024

   
  Complaint: 21505244
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  04/05/2024

  I never signed another contract, never received new equipment and never installed new equipment on my service. I paid over 3 years on my 3 year contract and want to cancel my service as ishpuld not be under contract anymore. The company made 3 mistakes in 2 weeks with billing and when I decided to cancel they produced this fraudulent "new" contract. For equipment I never received and never installed. I was also lied to as I was given a free month (April) for all the trouble I had trying to make payment in March. However that was a lie and I was charged.  So how am I to believe further promises of free months. I just want yo cancel my service. My 3 year contract has been paid on time for around 41 months with no late payments except March inwhich Alders mistakes  caused me to want to leave. I no longer use their service, I have a new company installed in my home. I have all the original equipment that I received from Alder and they can have it back. At this point the lies and deceit on this companies behalf makes it impossible for me to use them as a security company with access to my home  and personal info. 

  Business response

  04/09/2024

  We have sent ******************** a copy of the renewal call and asked that she review it.

  Customer response

  04/09/2024

   
  Complaint: 21505244
  
  I am rejecting this response because:
  I do not believe that was me and definitely not from this date. And even  if I did agree,  which I did not, on the basis that I received new sensors that were never received and were never installed on my system. So if that was the case the fact that I never received the equipment or installed it should void any claim they have. I'm disabled and never called to change my sservice.i have found nothing but people experiencing the same kinda problem with Alder or just bad experiences....and they are the only company I have problems with. I have good credit but I am risking it because that's how bad I don't want to do business with this company.  They are a scam. 

  Sincerely,
  
  *****************************

  Business response

  04/11/2024

  The sensors were shipped on January 5th, 2022. Again, the renewal is well documented and we cannot cancel at this time. If there is any aspect of the service that you need assistance with please let us know.

  Customer response

  04/11/2024

   
  Complaint: 21505244
  
  I am rejecting this response because:
  Again the sensors were not received nor installed on my system. Please show me where new sensors were ever installed on my service. I did not ok extending my agreement but if you are choosing that argument then how is the agreement valid when I never received nor used the equipment in question.  Receiving and using an item that extends a contract would be necessary for that contract to be valid, unless it's a scam to keep someone in a contract who doesn't want to be in one. 
  Sincerely,
  
  *****************************

  Customer response

  04/11/2024

  No I have never had a real copy of the agreement.  The agreement I signed with Alder was in June *************************************************** but I don't remember. The agreement I'm disputing, I knew nothing about...I never received the merchandise nor a copy of the agreement,  as I have stated I didn't know about it. And I never received nor used any additional/new sensors on my system. 

  Business response

  04/12/2024

  Again, the agreement in dispute is verified in the recording we sent you. Please listen to the call.

  Customer response

  04/16/2024

   
  Complaint: 21505244
  
  I am rejecting this response because:
  This is not getting anywhere. I DID NOT agree to renew my contract EVER. and I did not receive nor use the product they are claiming I ordered that renewed my contract. This in it self should make this void. They would rather make an enemy than make a deal or let an A+ customer out of a 6 to 7 month contract extension they are disputing. All this tells me the reviews they have about being a scam is true. I have removed the system from my house they are welcome to it back. I will warn EVERYONE about dealing with Alder, especially disabled people like myself who cannot fight big companies. This is a very bad look.

  I wasn't sure if the BBB could help, but thank you for listening.  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother can no longer manage her business affairs and we, her children, have discovered that she has been paying $55 a month for 7 years for a security system from Alder Security that we can't locate in her home. She explained to me that she has tried numerous times to cancel the security, but is told she has to have another person buy it out. I thought she was mixing up her information, as happens often these days. Because I have POA I called this company showing up on her bank statement. Turns out she was RIGHT! They are claiming that her original paperwork has a clause that automatically renews every 5 years without any documentation being signed to renew. The automatic renewal also comes with a price increase, that doesn't need to be approved by the customer. Even if my mother moves, she would still be responsible to make the payments if the new owner doesn't want to transfer service into their name! They are also telling me that I will need to buy out the remaining 90% of this eternal contract. My mother was elderly when she signed the contract, has no idea where her paperwork is, is on a fixed income of social security and doesn't even know where the equipment is located. I am still waiting a call back from a supervisor, but have been advised by the *** that the supervisor will tell me the same thing and that there is no way to request a notice of cancellation unless I pay up front or transfer the service to another person.

  Business response

  04/02/2024

  This account was paid off and canceled on March 29th. Please let us know if you need anything else.

  Customer response

  04/02/2024

   
  Better Business Bureau:
  
  I ended up just buying out the remainder of the contract at a cost of several thousand dollars so that my mother wouldn't have to deal with this any longer.  They were obviously not monitoring the system or they would have noticed that it had not been connected in several years.  I was finally able to obtain a copy of the contract that my mother signed (looked like a signature on some sort of ipad) and there was indeed a clause that said it auto renews for a period of 60 months with no written notice.  I consider myself pretty business savvy and I struggled to get through all of the hoops to get this account cancelled, I can't imagine being an elderly person trying to navigate this.  In reference to complaint ID ********, this claim can be filed as closed.

  
  Sincerely,
  
  Irish West

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by alder after buying a new house in 2021. I agreed to their service, and was mislead from the beginning. First, I wasn't told that it would be up to me to install the system until after agreeing to use this system. Feel mislead. Then when the box of equipment arrived it was obviously rather low grade equipment. I never installed the equipment, never used their website or services, and in general didn't have much contact with alder, except the occasional phone call asking why I wasn't using their services as far as they could tell, and would tell them I'm not happy and would just wait out the contract and not renew. The last conversation was with a woman in October of 2023. I do not have her name. She was calling to see if I wanted to renew the contract. I told her absolutely not. She then stated I could pay off the remaining 5 months right now if I liked, or just pay until February 2024 and it would end. I was never told there would be a form that needed to be submitted, or any additional steps to be taken. When we ended the call I was under the impression that we had ended our business relationship without renewing. On March 19 2024 there was the recurring charge of $44.99 from Alder. I contacted Alder around 4:45 pm mountain time on March 22 2024 and was told that my contract was automatically renewed until 2027 and it would cost me $1,350 to get out from under the contract. I feel defrauded by this tactic and was really lead to believe in the October phone call that we were ending our contract with each other. Any help in resolving this is greatly appreciated

  Business response

  03/28/2024

  Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩