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:08/20/2024

  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 HQ is a total SCAM!! When I moved into my home in 2019, I used there home security services/equipment. However, within the following 2 years I became unsatisfied with their company/equipment and wanted to end my services. I was told that I signed a 5 year contract with them (which I would never agree to nor was made aware when I first got the services) and if I wanted to end the contract that I would have to pay 90% of the balance, which was according to them in the thousands $$$$. So, I had to suffer for the next 3 years until it was time for my contract to end. In March of this year, I contacted Alder to inform them that I no longer wanted to be with them and would not renew the contract which would end in April 2024 (I called a month in advance, that's how ready I was to get away from their scamming business!!!). I go the run around for receiving the forms I need to fill out until one agent emailed the form to me. When I received the form/cancellation paper, it shows that I had fulfilled my contract and had a $0 balance. The **** tried repeatedly to get me to come back by offer $ 5 off of a $65.99 bill but I told them that I didn't want to renew and that I had new home security devices. So now, I am receiving an outstanding bill from ADT because Alder sold my contract to them and NEVER went through with the cancellation after I fulfilled the 5 years. ADT is refusing to dissolve the bill and wants to take off only a certain % of the bill, which is messed up!!!! ADT is saying that they have several people that have had this to happen to them when they had Alder Security services. I called Alder and they are refusing to get in contact with ADT to correct the problem. ALDER SHOULD BE RESPONSIBLE FOR THE OUTSTANDING BILL AND NOT ME!!! I will be contacting my lawyer about the issue as well because I will not pay for equipment nor services I am not receiving and I shouldn't have to pay for a big SCAM that Alder is still doing as well!!!

  Business Response

  Date: 08/21/2024

  We are reviewing your account and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/19/2024

  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.

  We changed security systems and switched to Vivint almost 10 years ago and alder refused to cancel my contract and has been charging me $60 a month for almost 10 years. They refuse to cancel saying I must buy my way out of a contract that they automatically renew without my consent.I have never consented to the renewal of my account, and they refuse to cancel without taking more of my money. I am 85 years old, I have been diagnosed with dementia, and this company is taking advantage of many others like me. They say they will continue to renew my account without my consent until I buy my way out of the contract. They are refusing to do anything other than continue to steal my money I havent used their service or used their equipment in my home in almost 10 years.Their customer service is non-existent, and repeatedly antagonized me, offering to upgrade my equipment for free instead of canceling my contract.The customer service representatives repeatedly talked over me and antagonized me throughout the call.This is the most despicable, fraudulent, deceitful company I have ever seen

  Business Response

  Date: 08/21/2024

  We are reviewing the allegations and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/19/2024

  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.

  A representative from Alder showed up without an appointment, and basically scammed us. He installed "free" cameras that we are now paying for each month. On top of that, when we signed to acknowledge receipt of the cameras, we later found out they renewed our contract that was about to run out. I feel that we are senior citizens who got scammed. We cannot get technicians here unless we pay a fee, and they are good at giving us the run-around. Do not use this company!

  Business Response

  Date: 08/21/2024

  Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/19/2024

  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.

  One of your representatives came to my house to talk to me about installing cameras. I asked him would there be any extra cost to have the cameras installed. He said no there would be no extra price it would be included in my account each month. When I got my bank statement it was charged to the account but it was a second account that he opened to my bank account that I knew nothing about. He missed lead me on things, he just lied to me. I didnt know anything about the extra charges until I get my bank statement for the month. I called the Alder company and tried to cancel the cameras & extra charges but I was told that it was a one year contract that I knew nothing about. I want the contracts to be canceled and the company to come and get the cameras and stop the extra charges. If I had known this was gonna happen I would have never taken the cameras. If this cannot be straightened out and the charge is stopped I think Im going to talk to an attorney about it. If I have to file charges against Alder company I can do that also. Sent from my iPhone

  Business Response

  Date: 08/20/2024

  Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22165708
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 08/21/2024

  I am mentally handicapped and the representative took advantage of me because of my condition. I would like to cancel the contract and be free of any charges. 

  Business Response

  Date: 08/22/2024

  Thank you for bringing this to our attention. The monthly rate for both accounts has been dropped to $30 making a total of $60 per month. Previously you were paying $58 + tax.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising 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.

  I have been a customer/consumer of **********************. The issue began August 2023 my cameras have not worked since. I have had appointments scheduled 90 days out only for people not to show up t I've spoken to several technicians managers supervisors telling me that my issues would and could only be handled when the issue were resolved and they would apply downtime credits to my account once the tech came out and put up my cameras. The appointment was set for may 23 and the technician never showed. I called Alder once more they gave me an appointment for the next day still they never showed. They gave me an appointment for June the day before i received a call from ADT informing me my accoubt was sold to them and they could not set that appointment they needed rescheduled. I rescheduled the appointment the ADT specialist transferred me to another person who went over issues i had and offered me ****** credit just for the bs i had dealt with but could not retrieve it because ADT showed my account negative this made no sense because i have payment automatically paid out of my checking account. This call was released due to me saying i would call Alder. So i call alder to check statuses and they tell me they have no recollection records or information regarding me my name address or any issues ive called for at this tome im engaging in back and forth conversation thats going nowhere i asked for a supervisor 30x and a manager 10x i then asked for legal 5x and the representative refused to transfer me in good reason because she had no information of me to transfer and suggested that i take this issue up with ADT now since they hold the account but this does nothing. This situation has caused me stress and and they feel like they are a corporation they can do this to individuals who mean nothing to them but my monthly payments are something to me I need to know who I can talk to I want to file a lawsuit I'm sure I'm not the only one who this has happened to

  Business Response

  Date: 08/14/2024

  Thank you for bringing this to our attention. We are reviewing your account and we will be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:08/08/2024

  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 Was unable to install, completely inoperable system.They are stating we signed a five-year term and we absolutely did not.We have canceled the account once, January 2024 and it is still active. It took us fifteen minutes to meet with a supervisor today to determine how to cancel the account. We are now sending another letter and they are saying we must pay the five-year account cancellation. We did not sign a five-year contract.

  Business Response

  Date: 08/12/2024

  Thank you for bringing this to our attention. Your account is being reviewed and we will be in touch with you soon to discuss a resolution.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22114650
  
  I am rejecting this response because: this is the same thing they have said for the past year. I want to stop being billed RIGHT NOW.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 08/16/2024

  We called **************** to discuss a resolution but she abruptly ended the call. We are unable to cancel the account at this time but we are happy to discuss other options to make sure she is happy with the service. Please have her return our call when it is convenient.

• Initial Complaint

  Date:08/08/2024

  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.

  I entered into a security agreement with Alder May 20, 2024. After about 3 months my camera stop working. I called numerous times to get this problem resolved. I got the run around. Finally they sent someone out and he said he come to fix the alarm system which wasnt the problem. He knew nothing about the camera situation. So I stopped payment. Because they never contacted me to get the problem rectified. Once I stop payment they started texting me about what I owe them. Now they want to set up an appointment and charge me for putting in new cameras and enter into a new 5 year contract. Im seeking reimbursement for over 3 years of lack of service on their part. I think they breach the contract. So I would like to terminate it also.

  Business Response

  Date: 08/12/2024

  We are unable to locate an account using the information provided. Please provide us with your account number.

• Initial Complaint

  Date:08/03/2024

  Type:Billing 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.

  A fraudulent charge of $64.99 was made to my card without authorization at 10:11 AM on August 3rd 2024.I used to have Alder Security when I lived at ********************************************************************************. When I moved I attempted to cancel the services as I would no longer be using them. I was not informed until this point that in order to cancel, I had to pay out a 5 year contract I was looped into. I fought this with them until realizing with their ************************ who it took me 3 people to escalate to they would not allow for any other cancellation than paying out the remainder of the contract.Since this was a contract, I figured legally i would lose if i fought this, so while sketchy business practice, I paid $2000 to the company to close out my account.In recent months I have been getting calls from Alder to renew or start back up my account, and I expressly told them in the 1 call I answered I would never use their business again, and to remove me from their lists.Now today, 8/3/24 is the last straw mentioned above. An unsolicited charge for a payment I did not authorize. I had to cancel my debit card in order to acknowledge this charge was fraudulent causing me further issues. And when I called their customer services to tell them to remove me from all call, email, and text lists, and to stop any further attempts to charge my account which I am not using they refused.I provided them the last 4 of the card being charged to, the address the original contract was at, and they refused to pull up any further account details unless I provided the password to the account that I have not used in over 2 years. If I cannot get this resolved through the BBB I would like to **** but I suspect this is the easier action to take.

  Business Response

  Date: 08/06/2024

  Thank you for bringing this to our attention. The account has been closed as requested. Please contact us directly with any questions.

  Customer Answer

  Date: 08/07/2024

   
  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,
  
  Jaazaniah Young

• Initial Complaint

  Date:08/02/2024

  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.

  I signed up with Alder in October 2023. I was told if I wasn't satisfied with the service I could return the equipment back within 30 days with no penalty and be charged a $50 dollar restocking fee. I recieved the equipment around 10/22/23. I never set it up and called about sending it back. They tried sending me a shipping label via email which never got through. Called again requesting it mailed due to it not getting sent to my email. I received it through mail on 11/13/23 and packaged the equipment and shipped it via **** Still well within the 30 days. Alder continued to charge me $43.99 every month until they decided to switch to ADT. I have been trying to get it resolved before the transition but the cancellation number I called had me on hold for 2 hours before I decided to leave a call back number only to not get called back ever until ADT was able to do it. I am on the hook for $1500 cancellation fee even though I had returned everything before 30 days. I feel like they stole my money and are demanding more unless I continue with their service which I have not used. They claim that equipment was never received even though I gave it to **** Not sure if *** lost it or someone processed it incorrectly. Either way it should have been known that the equipment was not in service or being used.

  Business Response

  Date: 08/06/2024

  Thank you for bringing this to our attention. We will correlate with ADT and a manager will reach out to you soon to discuss a resolution.

• Initial Complaint

  Date:07/31/2024

  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.

  On 04/02/2024, I was contacted by an Alder representative by the name of, *********************. **************** offered me security services through Alder with the assurance, Alder would buy-out my current contract with Brinks Security if I would sign up with Alder. As of today 07/31/2024, Alder has not bought out my security contract with Brinks. Five months now I have paid two companies for security services. I have repeatedly contacted Alder at ************ via phone, text and email without any resolution to this problem. Every time I contact Alder regarding my buy-out, I am requested to send additional information. Today, I not only submitted my payment history with Brinks proving payment to Brinks each month, they now want personal bank statements showing the amount cleared my bank account. Each time I contact them, it's additional information needed. Each time I'm assured it will be processed with no response from the company nor have they paid my contact with Brinks. Unfortunately, they have done the same thing to three other elderly retired neighbors on my street. All having the same problem. In addition, there is little to no information in regards to contact with the company on their pamplet left with me by ****************, nor will he respond to me via phone. ***************************** phone number is ************. I had to research the internet to find any contact information on the company. I find this very questionable as most companies disclose contact information for their respective companies. If someone could please help resolve this issue, it would be greatly appreciated.

  Business Response

  Date: 08/02/2024

  We have spoken with ************** and we came to an agreement.

  Customer Answer

  Date: 08/03/2024

   
  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 as long as the company does follow through with their verbal statements of canceling my service,  refunding my money and not charging me for the equipment due to the company canceling my contract.
  
  Sincerely,
  
  ***********************