Business Profile
Burglar Alarm Systems
AlderThis business is NOT BBB Accredited.
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Important information
- Customer Complaint: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 [email protected] prior to filing a BBB complaint.
Complaints
This profile includes complaints for Alder's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,002 total complaints in the last 3 years.
- 136 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/31/2024
Type:Order IssuesStatus: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 door-to-door salesmen came to my door back in 2019 from Alder with an opportunity to get an alarm service. I have contacted them several time trying to get services cancelled with the latest being today. I was informed today that I did not send a letter back to them requesting that my services be cancel after calling that about it in December 2022. They told me it was my fault that it was not cancel because I was supposed to send in letter that they sent my that I never got. I was told today that my contract was up in June of 2024 and since I didnt contact them I was auto enrolling again without my knowledge of it. I was to the only option I had is to allow somebody else to take the contract over or break the agreement and must pay for the remainer of the contract. Before I finish the conversation, I was told that there was no way for me to get out of this contract. I dont wont this service and I dont wont to have to close out my checking account because of this matter.Business Response
Date: 08/02/2024
The account has been canceled. Please contact us directly with any questions.Initial Complaint
Date:07/31/2024
Type:Order IssuesStatus: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.
Expressed verbally desire to not renew alarm monitoring/service contract at the end of the 60 month contract when I started receiving calls about sending a tech out for systems check and to update equipment. I was never informed or reminded --which would have been reasonable considering the signing of contract took place five years prior in July 2019. When I called on July 22nd to cancel agreement after many holds, transfers and offers to lower cost and update equipment, i was told flatly when I continued to insist to cancel, because I hadn't sent a letter in prior to 7/3/24 end date, the contract renewed automatically and I would have to pay over $2k to in monitoring charges for a NEW 60 month agreement. I continued to ask for a cancellation letter and supervisor, which was refused/ignored. Called back on 7/22/24 and went back through same ordeal, only to have seemingly more pleasant agent again offer tech call and reduced rate. I did state that I felt strong armed to agree to a continuation of billing, at a reduced rate and that a tech would be sent out to fix broken and obsolete equipment. Despite being sent new ACH debit forms to sign for new lower fee, and signing said forms and sending back immediately while on phone with agent on 7/22 and even requesting that those e-signed forms be emailed to me with the "new" auto-renewed forms, they were not. Here I am on 7-31-24, my checking account was overcharged and despite calling the charge was not changed while still in the pending status. I have repeatedly demanded a cancellation form be sent or to be told the steps needed to cancel. I asked for my alleged obligation to the company as I have paid off the old equipment, which has components, that are either obsolete or nonworking, and my repeated firm requests are gone unheeded. Was told by last rep paper work and cancellation forms would be sent, and I would be called by another rep. I have not been called nor emailed the documents! I HATE the deceitful practices!Business Response
Date: 08/02/2024
Thank you for bringing this to our attention. We are reviewing the claims and we will contact you soon to discuss a resolution.Customer Answer
Date: 08/02/2024
Complaint: 22071680
I am rejecting this response because I dont want to have the BBB close out their part in this process just yet as the company has not actually committed to doing any thing other than look into my concerns. Does this mean that (a) A cancellation without further prepayment of future monitoring charges or (b) Will consideration be given for me to be give a new contract length that mirrors current contracts offered?
Sincerely,
*********************************Business Response
Date: 08/09/2024
We have spoken with ****************** and came to an agreement. Thank you.Initial Complaint
Date:07/27/2024
Type:Service or Repair IssuesStatus: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 have never received services from Alder, but I have begun receiving sales calls from them to the point of harassment. Just today I received six calls from their primary number, ************. I request to be put on the no call list ASAP. Thank you.Business Response
Date: 07/29/2024
Thank you for bringing this to our attention. We are looking into this and if you are on a calling list we will make sure you are removed.Customer Answer
Date: 08/04/2024
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
Date:07/23/2024
Type:Order IssuesStatus: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.
Last year we called to cancel service and was notified that they needed it in writing. I sent a hand written letter requesting cancellation. I was then told it needed to be on one of their forms, so I requested the form, filled it out and returned it. Assuming everything was okay, we removed the alarm system from our home. We recently noticed that Alder was drafting payments from our accounts under a different name and called our bank to stop payment. We started receiving calls from outsourced personnel on a daily basis and sometimes multiple times a day requesting payment. Eventually I got to the point where I told them I didn't want to receive any more calls and at that point we felt harassed. We were never told that our original contract was up and we were on a month to month basis.Business Response
Date: 07/25/2024
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:07/19/2024
Type:Order IssuesStatus: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 signed up for service I was told I could cancel at any time without penalty. After several months I attempted to cancel and was told I was locked into a 5 year contract and that the only way I could cancel was by paying out the entirety. After doing some ****** searching I've found this to be common practice for the company, with an overwhelming number of customers in the same situation I'm in.Business Response
Date: 07/23/2024
This agreement was signed over 3 years ago. The written contract clearly showed a term of 60 months. We are unable to cancel this account as it no longer belongs to Alder. You should have received notification that your service is now through ADT.Initial Complaint
Date:07/19/2024
Type:Service or Repair IssuesStatus: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 band a contact with me for five more years I just sign it sep 2023 for five they suddenly say they are. Now adt without a notice or nothing after I got all the equipment and paid for service and now adt wants me to buy the entire security system and said my cameras and ring camera with alder isnt gonna work this is unfair and alder should be the one to get me the new adt set and follow the contractBusiness Response
Date: 07/23/2024
We apologize, this account no longer belongs to ********************** and we are not able to make any adjustments to it.Initial Complaint
Date:07/18/2024
Type:Service or Repair IssuesStatus: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.
Hello, I am reaching out regarding the account located at ****************************************************. He has not been at that address for about 2.5 years. My father in law passed away but is still being billed for service after several cancelation requests. My mother in law and husband has reached out with no resolution. This account needs to canceled to prevent further billing. It is my understanding that the was a cancelation requested in about 2021 but after reviewing his finances we are finding billing is still occurring. Please assist us to make certain this account is canceled and any refund to recover the security sevices hat was not used or provided would be amazing. Thank you,***************************Business Response
Date: 07/22/2024
The account was still in term in 2022 and could not have been canceled at that time. The original term ended earlier this year but was renewed when written notice of cancellation wasn't received within the allotted time period. However, as a courtesy, the account has now been canceled.Customer Answer
Date: 07/22/2024
Complaint: 22009862
I am rejecting this response because: I have not received confirmation that billing will not occur for August and second that there is a zero balance owed not now or in the future.
Sincerely,
***************************Business Response
Date: 07/25/2024
That is correct. Billing has ceased and there is a zero balance.Initial Complaint
Date:07/17/2024
Type:Order IssuesStatus: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'm a new customer with ********************. I requested by telephone and via email for two Alder Security yard signs to place in my yard, for security purposes. I was promised in writing and by telephone that the two yard signs would be mailed to my home two weeks ago. Alder Security customer service, *************************** provided false information. All I'm asking is for two yard signs. The CEO's *********************, but he's not reachable.Business Response
Date: 07/19/2024
Thank you for bringing this to our attention. We are working on expediting the shipment. We will update you when we have an ETA.Initial Complaint
Date:07/17/2024
Type:Service or Repair IssuesStatus: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 had a 6 yr contract with alder security company for a home alarm service. I fulfilled that contract. I called them april 15 2024 and requested my alarm system be shut off. Nothing happened. I would call alder and I would be told it was in the cancelation department. It is now July 2024. I get a text from ADT ALARM COMPANY notifying me rhat alder transferred my account.to them. ******* at ADT handled my termination of alarm system. However she informed me that alder showed me an outstanding balance of over ****** . What is my next step.Business Response
Date: 07/19/2024
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:07/16/2024
Type:Service or Repair IssuesStatus: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 moved addresses back in March and alder was supposed to remove my cameras and reinstall at my new location. They failed to do so and have since tried charging me every month for a service I do not have and therefore cannot use. During theses past 5 almost 6 months I have had to call them every month to ensure I am not charged for the service since I do not have any equipment). They had one technician come over with equipment but didnt have the right equipment so I didnt let him install it. That was the first and last time they tried. It is now coming up on the end of July and I received an email stating that my account had been transferred to ADT. I contacted ADT explaining my situation and requesting a cancellation and they only offered me more equipment. I do not want any equipment at this point I just want to cancel it. They had me on the phone for 2 hrs and transferred my call 7 times, I was given no answers for my questions. She then said she had closed my account and that I will be receiving a remainder of contract balance which added up to be around $2,000. She then added on if I dont pay this it will be sent to collections. I feel that this should be a breach or something since they have went so long with trying to charge me without having any equipment and shouldnt be getting a $2,000 charge for the remaining balance of contract.Business Response
Date: 07/19/2024
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: 07/23/2024
Complaint: 21999518
I am rejecting this response because: The business still has not reached out to me.
Sincerely,
*********************Customer Answer
Date: 08/01/2024
The desired outcome that Im looking to get is the bill of the remaining contract dismissed/waved and no further contact from this business. Thank you for your time.Business Response
Date: 08/05/2024
Your account has been reviewed and a manager will be in touch with you soon.
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