Business Profile
Burglar Alarm Systems
AlderThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Burglar Alarm Systems.
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
- 719 total complaints in the last 3 years.
- 99 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:07/16/2024
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.Initial Complaint
Date:07/16/2024
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.
After finishing our 5+ year contract with them and trying to cancel service for the last several months. We were told our "contract" was sold and now have to jump through even more hoops to discontinue services we were very clear on cancelling before our "contract" was sold to ADT. Their customer service agents KNEW we were closing the account. After emailing to verify that our account was closed after several emails back and for sending documentation that they requested to CLSOE THE ACCOUNT, we were notified that our account was sold to ADT. Requiring us to jump through even more hoops to discontinue services we no longer wanted. I'd like to know how much Alder was paid for our "non-contract" to be sold to ADT. And why our services were not cancelled when the proper documentation was sent when Alder requested it?Business Response
Date: 07/18/2024
We apologize for the inconvenience. The account is now in ADT's hands but the terms have not changed. They will have access to all the documentation that you sent us. You should have received a letter in the mail from them and we are confident they will be able to assist if you reach out to them using the information they provided.Customer Answer
Date: 07/18/2024
Complaint: 21998342After speaking with several agents about cancelling services with you, our account should have never been sold to ADT.
Business Response
Date: 07/19/2024
We apologize for the inconvenience but again, ADT is ready and willing to assist you with anything you need and they will honor the terms of your agreement with Alder.Customer Answer
Date: 07/22/2024
Complaint: 21998342
I am rejecting this response because:Your businesses unacceptable practices are absolutely ridiculous.
I'd like an answer as to WHY WHEN WE REQUESTED TO CLOSE THE ACCOUNT and submitted every required piece of documentation to do so, why was still "sold to ADT"?!!!
Sincerely,
Business Response
Date: 07/24/2024
Again, we don't have the information on this account or the ability to make any adjustments as it is no longer in house. Please contact ADT with any questions.Customer Answer
Date: 07/26/2024
Complaint: 21998342
I am rejecting this response because it is an inadequate answer.Alder business practices are horrible and predatory. When requesting to cancel services, CLOSE THE ACCOUNT. Don't **** it off on some other business.
Initial Complaint
Date:07/15/2024
Type:Sales and Advertising 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 was deceived about the price of this service at the very beginning of the service. I was quoted one price and when I received my first bill the price had doubled. I have been dissatisfied with this company from the very beginning. I am not happy with the service at all. I would like to cancel my subscription.Business Response
Date: 07/18/2024
We are reviewing the information in your complaint and we will be in touch with you soon to discuss a resolution.Initial Complaint
Date:07/15/2024
Type:Billing 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.
They are continually billing me and stealing my money. I won't to end service with them and thus been happening since July 2023. Even today they say I owe a bunch of money which isn't true. Please resolve issueBusiness Response
Date: 07/18/2024
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: 07/22/2024
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:07/11/2024
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 had a five year contract with Alder security which ended 6-13-24. The contract stated that you had to inform them ahead of time verbally, and in writing, and a letter of cancellation which things I did well in advance of the contract end date. I have been going back and forth with them ever since May 3, 2024. They promised twice to send a form to me to sign which they never did. In the meantime, I am contacting them through emails which I have proof of. Finally, after multiple phone calls, I asked that they send the information that they needed me to sign attached to an email because they would never mail it to me. On 6-26-24 Alder sent an email to me confirming that my alarm system agreement with them was cancelled, but they are continually harassing me with emails stating the I owe them money and I ask that they tell me the amount and month it is for, and they will not tell me. My contract is closed, and I want them to leave me alone, but if I owe monies, I have no problem paying if they would just answer my question of what month, and how much they claim that I owe. I chose not to renew this contract after faithfully paying to have it for 5 years, and it seems as though I am being harassed by them, and they are not upholding their own contract. Please, help this to end. I thank you for any help that you can give.Business Response
Date: 07/16/2024
We apologize that the document was not received in a timely manner. The account was canceled on June 26th and there is no remaining balance to be paid. We appreciate the time you were with us and we wish you the best.Initial Complaint
Date:07/10/2024
Type:Customer Service 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.
We were approached by a salesman man offering home security at a great price and were willing to give it a try and but since day one I have had nothing but trouble. I have spent countless attempts calling and trying to cancel my service as the service along with customer service is the worst. I have been on hold more that 2 hours and am told every time my wait time will be no longer than 5 minutes. I'm just trying to cancel before my 30 days are up and needing to send the equipment back so Im not charged for it. I have spoken to numerous reps and not one can request my cancellation. I just want to cancel my account with them and for me to get their equipment to them!!!!Business Response
Date: 07/12/2024
Thank you for bringing this to our attention. We are reviewing your account and will be in touch with you soon to discuss a resolution.Initial Complaint
Date:07/10/2024
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 called Alder 7/10/24 to change my mailing address and my phone number *which I sent an email months ago to update my phone number, still was not updated. Gave the rep on the phone the address he had an old address listed did not have my phone number updated and also gave me the wrong date of when my contract first started which I corrected him. SO, i've call today and text several times to get the remaining balance on my contract. I was put on hold and it went to doing a survey and hung up on me and I was suppose to be holding for an account manager, Called back and asked for the number for the account manager, I was told I would be transferred and I asked for the phone number ************, Rep didn't transfer me she hung up. Someone texted me and instead of giving me my balance as I asked several time she wanted to know if I was going to another company and tried to advise me to reconsider, I kept asking for my balance all of this for her to tell me to call the account management line, she could have told me that she couldn't provide the information instead she kept questioning me about my reasoning. I called again and was on hold for a long time while the automated system is saying my wait time is 5 minutes or less. Called again at 11:21am again the wait time is 5 minutes or less and I am still on hold at 11:45am. I have the right to know the balance on something that I am paying for.Business Response
Date: 07/12/2024
Thank you for bringing this to our attention. We are reviewing the account and we will be in touch with you soon to discuss a resolution.Initial Complaint
Date:07/10/2024
Type:Sales and Advertising 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 was lied to about agreement but paid the six year contact and when I was finally out of contract they would not cancel it but said I had to pay for another month to cancel and they had already taken the money for this month they want cancel a month to month contract iam 76 years old and cant afford to pay them and some one else for security please helpBusiness Response
Date: 07/12/2024
In the complaint the customer states they have fulfilled their agreement. That is not the case. The 60-month agreement was signed on 11/18/19 and doesn't expire until November of this year. We are happy to make any reasonable accommodations for the ****** but we cannot cancel at this time.Initial Complaint
Date:07/10/2024
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.
In June 2021 I entered into a contract with Alder security. The system has not worked in over a year,but they continue to charge ***** amounts for it.Then this month I received a email telling me that they had sold my contract to adt with giving me any notice .They released my personal information with out even asking,which I feel is against the lawBusiness Response
Date: 07/11/2024
Thank you for bringing this to our attention. We are reviewing the account and we will be in touch with you soon to discuss a resolution.Initial Complaint
Date:07/09/2024
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.
Almost a month I informed Alder I was moving and needed to move my security to new address. Was told it wasnt problem signed a new contract was told new equipment would be sent out to my old address. A week before I moved I contacted them to find out where is my equipment as I still havent gotten it only find out it never was order or shipped. Was then the would shipped to my new address with 5-7 business days. Called again as Im going on vacation in less than a week because I still havent received only to be again it was not shipped because they are waiting on equipment. Also found account was sold to another company but the information was sent to my old address. I want to know where is my equipment at.Business Response
Date: 07/11/2024
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.
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