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

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

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:08/02/2024

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

• Initial Complaint

  Date:07/31/2024

  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 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 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.

  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 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 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 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.

  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 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 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 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 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 contract

  Business 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 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.

  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 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'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.