Complaints

This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alder

  450 N 1500 W Orem, UT 84057-2829

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

• 

  Alder

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alder sold my security contract and service to ADT. My cameras stopped working and I called ADT to check on them. They said they know nothing about those cameras. Since those are alders cameras, they said they would not be able to fix them were something wrong, and this system would have to be upgraded. I told them I was uncomfortable with upgrading my system. I have only had these alder cameras for a year and two months. We had no choice when alder sold our contracts, but they were perfectly fine selling the contracts that will cost consumers thousands of dollars to a company who has no control over the cameras and if they work or not. If I were to quit the contract, I would still owe thousands of dollars
  on a contract, that alder's door to door salesman sold my family by misleading us. Alder has been misleading in many ways to many of its customers as you may already be aware. I wish I qould have spoken to other customers before falling for their tactics. Regardless, it is difficult to understand that a company would be able to sell their conracts without asking its consumers or giving users an option to cancel given the limited abilities of the new company to service a system worth "thousands" according to Alder. They sold this within 2 months of me signing on with them. I think this is worth looking into as I hear the company is still open but they continue to realize ontracts and subsequently sell them. Regardless, I am uncomfortable continuing to pay on a contract where I have no camera service. The only benefit I may have if I'm lucky is that the security system will get help here (maybe in time) if something goes wrong. But we will have no idea, no visuals of anything that happened. I have many questions about these two companies, but mainly Alder as its practices are questionable. To add to this Alder was charging me a for months then sending checks for half thise amounts to ADT. ADT told me I'd been sending them checks for months, I had not even known

  Business Response

  Date: 09/09/2025

  Thank you for reaching out and sharing the details of your experience. We understand your concerns and have noted the issues you’ve raised. Our team will review your account and situation carefully, and we will get back to you shortly with an update.

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A man from Alder came to my home. He said Alder was giving free security systems & monitors for people 75 and older. I said I didn't need it. I had two security system out side my house & one inside, he said take it its free. I sign a paper for the installing of the system. I get my check statement back. I see two charges- one for $58 &$58 for the system. I called Alder they change my system to ADT.

  Business Response

  Date: 09/09/2025

  Thank you for sharing this information with us. We understand your concerns and have noted the details of your experience. Our team will review your account and situation carefully, and we will get back to you shortly with an update.

• Initial Complaint

  Date:08/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will not let you cancel their services. They put you on auto renew and when you call to cancel they threaten to sue. ****** has been trying to cancel their services for over 6 months and they continue to give us the run around. I called on behalf of my mother ****** and they were rude and hung up with no resolution.

  Business Response

  Date: 08/29/2025

  Thank you for reaching out. Weve received your message and will review the details. Someone will get back to you as soon as possible.

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved into my house in ******** in 2021, Alder already had a security system from the previous owner. It continued to beep and go off randomly, so we called to get it fixed. We were not told we had to sign a contract to keep it. When I called, I was told to set up an account so they could send me a new one. I received a new security system, but it never worked. Just kept saying connecting. I called to get it fixed and was told there was no issue on their end, but I could video the problem and show them. I was told I was getting a new machine, since it kept happening, but never received the new one. Fast forward to 2023 and we move to *******. I call to cancel and I was informed I had a 5 year contract with them and could not cancel until I paid the remaining balance or had someone take it over. The machine still did not work at this time and I still never received the machine. I told them that and they offered to send me one to my new address. I was not wanting to continue service with them and tried to pay the remaining balance and cancel outright. I was patched to different operators and put on hold for long periods of time. I was promised follow up calls, but never received any. I recently received an email from Alder saying my account is now with ADT Security. I have called them to cancel, but they have no information on my account. I have given them every address it could be under, the email I used, my telephone number, and my name. They could find nothing. I have been making $55-$65 payments for the last 5 years. Never once have I gotten a resolution or a working machine. I am currently being charged $65 a month with no account in either system. When I call ADT Security they have nothing and when I call Alder Security their number says "its disconnected". I would like the money back I have been paying to a ghost account and for the payments to stop.

  Business Response

  Date: 08/15/2025

  Thank you for sharing this information with us. We will review the details of your situation and get back to you as soon as possible.

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative of this company installed an unauthorized monitoring system at the home of my 85 year old father who is clearly exhibiting signs of dementia. The equipment was installed the same day as his visit to the home. They took his bank information and charged a fee. We were able to contact them the next day only because the representative left his personal information to "assist" my day with logging in. No other documentation was left in the house about the company. We insisted the representative give us the contact information to Alder. Alder was contacted and told to remove the equipment immediately. It took them weeks to remove it. We were told the charges would stop once the equipment was removed. They continued to charge his account. Then they said we had to sign paperwork to stop the charges. They have been asked to send us the paperwork multiple times. They will not send documents to cancel the charges despite the repeated requests. The call center advises all charges will be refunded only once the documents are signed, which they have yet to provide. This company has predatory tactics and is stealing from my father. We demand the account be canceled immediately and that all charges are refunded.

  Business Response

  Date: 08/15/2025

  Thank you for bringing this to our attention. We take your concerns seriously and will review the details carefully. Our team will get back to you as soon as possible with a response.

• Initial Complaint

  Date:07/18/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fullfilled my contract with Alder last year and notified them several times via phone and also in writing (as required by contract) that I was ending the contract. They finally quit billing me last summer. Now, beginning in May of 2025 they began billing my credit card again. There have been 3 charges of $82.68. I do not have their equipment and I do not have a contact with them. Basically, they are stealing money each month with illegal, unauthorized billing. I have contacted them and after some time on hold the representative (****) said "upper management" will contact me and that my money would be refunded. She had no explanation as to why they are doing unauthorized billing. Alder should be investigated and legally charged with illegal business practices and theft.

  Business Response

  Date: 07/23/2025

  Thanks for reaching out and bringing this to our attention. Were currently reviewing the details of your account and the charges in question. Our team will follow up with you as soon as possible with an update. We appreciate your patience in the meantime.

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23622679
  
  I am rejecting this response because:  Alder has responded saying that the are "reviewing" the account.  There is no account to review,  The account was cancelled last year, after I met the obligations and requirements to cancel it.  Last year it took months for Alder to "review" the account and finally cancelled it after a complaint to the BBB.  Now, Alder starts stealing money from me by activating billing again, without my permission for an account that does not exist.  That is outright theft.  There is nothing to review.  Alder needs to refund the money they have stolen by illegally billing my credit card on 5/10/2025 ($82.68) and again on 6/10/2025 ($82.68) and again on 7/10/2025 ($82.68).  

  Based on past experience with the crooks at Alder, they will likely bill me again on 8/10/2025 while they are still "reviewing" the account.  ********************** should immediately refund the money AND delete my credit card information so they can't steal from me again in the future.  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/30/2025

  The account has been canceled and a refund has been sent to your bank. Please contact us directly with any questions.

  Customer Answer

  Date: 08/01/2025

   
  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 Alder or ADT does not suddenly begin illegally billing me again.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT took over Alder alarm company. 08/23/2024 I paid ADT $387.05 to close the account.05/052025 Alder stared to take out 66.99 and 05/05/2025 and 06/04/2025 . I called and could not get a cancel and refund . Now
  they took $66.99 again from the checking account. I want the $200.97 plus interest refunded to me. Thanks Peggy Dewey.

  Business Response

  Date: 07/08/2025

  Thank you for reaching out and bringing this to our attention. We are currently reviewing the details of your account and the charges you've mentioned. A member of our team will follow up with you shortly to provide a resolution. We appreciate your patience as we work to address this matter.

• Initial Complaint

  Date:07/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alder Security company has been constantly stealing money out of my bank account. I have called about 10 times during the past 6 months telling them to cancel the security service because they failed to install all the equipment that we were supposed to. They have told me that they were not cancelling the security service nor would they stop taking money from my back account, they have started going in my bank account twice a week and are taking more money out than they had been. I advise them two months ago that it is theft. They are taking money out of my daughter’s account and she doesn’t even have their service. If I am not refunded, I’m filing a lawsuit.

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention. We take your concerns seriously and are currently reviewing the details of your account. A member of our team will follow up with you shortly to discuss the matter and work toward a resolution. We appreciate your patience in the meantime.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alder security transferred customer accounts to ADT Security, When this happened I asked the balance and I was total $1000.00 ,so i paid this on 8-4-2024. Now Alder says I owe $194.84 never was I informed of this charge. Adler has deducted $69.86 on6/3/2025 from my bank account. **** and **** who work for ADT said my account was cancelled. **** said she would send me a cancellation letter and to this day I have not received. Alder says once I receive proof of cancelation letter email to customer ***************** they will give to higher management to review the account. If my account is cancelled per **** and **** why does higher management need to review. As an Elderly senior I feel this company is trying to scam us older adults.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out. We’ve received your message and will review the details of your account. Our team will get back to you shortly to help resolve this matter.

• Initial Complaint

  Date:05/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  today 5/29/25. Last week got a call from Alder Security for a payment. I thought it was a scam, because my payments are made to Edgehome Security. I look up Edagehome and the are closed. I called Alder up and they said I auto renewed in March 11, 2024 with them and I do not remember anything on that. The contract has my name on it, but husband is not. He deceased 1/ 2023. The payments have been coming out as Edgehome Security all along and have never gotten anything from the Alder by email or mail until just recently. The said my contract is for 60 months-witch I would never do a contact with anyone that long. I just want my service cancelled with no fees or paying off the contract. I feel like my name was forged (unless I am crazy and lost my mind). I have look back through alll my sent messages and documents ? downloads back to 2021 and I have nothing from or to them. Can you please assist. I am 66 on a fixed income now. They also just wrnt up another 10.00 thanks.

  Business Response

  Date: 06/02/2025

  Thank you for reaching out and sharing your concerns. We understand how confusing and frustrating this situation must be, and we truly appreciate you bringing it to our attention. Our team is currently reviewing the details of your account, and we’ll get back to you as soon as possible with an update. Thank you for your patience as we work to resolve this.