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:07/08/2024

  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 attempted to cancel my account with ********************** and was initially told that ADT has acquired Alder Security and I had to contact ADT. I contacted ADT to cancel the account and ADT informed me that they did not have my account. I contacted ********************** again and was yold that my contract was renewed (without my knowledge or authorization) and that I owed $1,097.10 in order to cancel my account. My initial agreement with Alder initially stated 2 years, after which my service would continue monthly. I never authorized any form of contract renewal. I want Alder to honor their agreement and allow me to cancel my account without having to pay such a large amount for an illegal contract. Also considering Alder has been contacted multiple times to fix my non-working alarm system and they have not been able to fix it in the last year, Alder is in breech of contract and that renders any contract agreement null and void. I just want my account cancelled.

  Business Response

  Date: 07/09/2024

  We are sorry but as we explained, the account no longer belongs to **********************. ADT should be contacting you this week and we are confident they will be willing to work out a resolution with you.

• Initial Complaint

  Date:07/06/2024

  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.

  Alder Security has been charging for services, monthly subscription for products and services they refused to provide. I was without equipment to provide security for months without discount or refunds. They record all calls. Continually lied each call and told me they shipped the equipment and then in same call would say it was delivered to my door and must have been sold, to it was back ordered and un available. They refuse to let me out of my contract. I refuse to pay for a service for a service that is not being provided per their contract we both agreed to. I want a refund and end to my contract. They need to be held accountable for selling products they don't have or provide and charge services they don't provide. Especially a home security system, which is a safety issue. All calls are recorded and emails are on file and can also be provided. This most recent incident took place in between months of December 2023 and February 2024

  Business Response

  Date: 07/08/2024

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

  Customer Answer

  Date: 07/08/2024

   
  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:07/06/2024

  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.

  When we had cameras installed, the salesman assured us that the monthly charge would not increase. At the beginning of the second year (this month) the charged to us is over 5 dollars more than last year. We want our billing to be adjusted.

  Business Response

  Date: 07/08/2024

  The price increase was due to the nationwide rising costs of goods and services. However, to accommodate ****************, we have removed the $5 charge.

  Customer Answer

  Date: 07/08/2024

   
  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:07/03/2024

  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 got an alarm installed by Alder, 3 years ago and ever since it was installed, we’ve had nothing but problems. The cameras never work, the alarm never worked and it would go off all the time. The fire alarm would go off all the time as well for no reason. We would call and call Alder and they would not work with us to fix this alarm system that they installed. They are not a local company, so when we would try to schedule a technician to come out and fix the alarm, they would not be flexible with our schedule. And now our alarm and our cameras both don’t even work and we’re stuck paying for something we can’t ever use. We’re wasting money every month and we can’t do this anymore. We tried to cancel but were told we signed a 5 year contract with them, so we still have about 2 years left! Who does 5 year contracts? That is too long! We deeply regret ever getting Alder Security and would not recommend it to anyone, ever.

  Business Response

  Date: 07/08/2024

  Thank you for bringing this to our attention. We are looking into the allegations and we will contact you shortly to discuss a resolution.

• Initial Complaint

  Date:07/02/2024

  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 was approached by a sales rep from Alder by the name of Geno. He hassled me into coming to my home after I told him no several times that I didnt want to come in. He lied and said he had ro check my thermostat for camera purposes when I did agree to let him talk. During the process, he told me Id be able to cancel with no fee at any time. The young kid who installed the cameras rushed me during my survey. I called today because I have to move out of this home and they are trying to charge me $2000 to take the cameras away, so I asked if I could move them and they said it would be $200 to even transfer the cameras to another home. They are a complete SCAM and they are liars.

  Business Response

  Date: 07/03/2024

  Thank you for bringing this to our attention. We will review the allegations and be in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:06/27/2024

  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 security had provided me with poor customer service, ability to tailor solutions, and property protection. -Alarm Triggers: the alarms would randomly trigger throughout the day and night. Multiple times in which authorities would be called out to my home. No sign of break ins. I couldnt set my alarm out of fear and emotional distress from being mistaken as a criminal. -Camera changes- Had cameras through them before that werent even working because they as a company changed products and just didnt say anything -Non-Recording Camera- most recently, I had personal property stolen from outside of my home in direct line where the camera sits. I contacted alder and asked if they had the video because the app did NOT record the theft taking place. After walking them through it several times, the agent said that I needed an SD SIM card in order to store videos and that I would have to purchase it. Wasnt ever told this upon camera purchase. I do NOT feel safer or more secure under the protection of this company.They have locked my into a ******************************************************************************************************************* hand the contract to someone else. After my experiences, I dont feel comfortable promoting the continuation of this service to another human being.

  Business Response

  Date: 06/28/2024

  Thank you for bringing this to our attention. We will review the allegations and get back to you soon to discuss a resolution.

• Initial Complaint

  Date:06/24/2024

  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.

  On 3/11/24, I called Alder Security to cancel my services. I was told by the person on the phone that I would receive my cancellation notice in the mail. At the time of cancellation, I do not recall that they told me it was a form that I had to complete and send back to get my service cancelled. I never received anything in the mail from Alder. Alder continued to debit my checking account on 4/2/24 and 5/2/24 each in the amount of $49.99. I called Alder again on 5/13/24 to find out why they continue to debit my account. I was told that they never received a cancellation from me. I explained that I never received anything and was never told I had to return a signed form to cancel the service. At that time, they emailed me the form and I sent it back to them. I feel that I am entitled to the 2 months past my initial cancellation call because I did not receive the information in the mail. Thank You!!!

  Business Response

  Date: 06/26/2024

  The agreement states that we need to receive the notice of cancelation back in order to cancel. As a compromise, we have refunded one of the two payments. Please allow a few business days for the funds to appear in your account.

• Initial Complaint

  Date:06/22/2024

  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 had alder security for a while now without and problems. Recently I had issues with there system not working properly. We had to call them to updated our items and everything was done l over the phone. We had to install everything ourselves, which we had trouble doing over the phone but they didn't wanna send a technician to install there own equipment. We did the best we could but it hasn't worked properly since. So I been paying for a system that hasn't been working right. So I tried to cancel my services with them but hey tell me that I signed another 5 years when they came to update my stuff. Now I have some past due balances I have been trying to pay but there customer accounts website don't work or there app is not compatible with my phone, so I cannot pay online at my convenience. I'm already frustrated with this company and I just want out of my contract. And everytime I call to check my balance there seems to be more added but I can't pay my account since there website doesn't work.. I need help! I'm tired of calling and getting nowhere with them.. they can have there equipment if they.

  Business Response

  Date: 06/25/2024

  Thank you for bringing this to our attention. We will review the account and get in touch with you soon to discuss a resolution.

• Initial Complaint

  Date:06/19/2024

  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.

  In Jan. of 2019, I began receiving home security services with Alder. I was told that it was a 2 year contract. ***********************, the representive for Alder, told me that I could cancel anytime after 2 years. On Sept. 14, 2021 I began to have problems with the alarm system going off. I called because it was causing me to lose sleep and add stress to my seizure condition. I called and tried to cancel but was told I couldn't due to the factor of my present health issues. I told them to please turn off the system since it was stressing me out. Every time the alarm system went off I'd have to call and ask them to please turn the alarm off! When I would call instead of turning off the system and cancelling the services, the lady on the phone told me she'd lower my monthly payments, (I looked into bank statements, but they continued to charge the normal price.) In 2022, I called to update the card since they wouldn't let me cancel again. On Sept. 17th 2022 I spoke to **** with Alder on the phone. He told me no one was in the office and to "call back another day." I was told the contract ends 15 days before the date. On Sept. 27th of 2022 they sent me a representative to replace the system instead. I called Alder again on Mar. 22, 2024 and spoke to ******* and told him I was calling again to cancel. He then put me over to ******. Again they instead offered me another deal refusing to let me cancel, and told me "we can't let you cancel, you need this service." I tried one last time on April 14th of 2024 to try to cancel. They again said the same thing as before, refusing to let me cancel. When I finally refused to listen to anymore deals and derails in the conversation instead INSISTING that I wanted to cancel they put me on hold and finally told me that in order to get out of the contract that I would have to pay $981.41! Is there anyway that you can help me resolve this issue?

  Business Response

  Date: 06/21/2024

  Thank you for bringing this to our attention. We will review the account and get in touch with you soon to discuss a resolution.

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21873016
  
  I am rejecting this response because:

  The response was only an indication that Alder would look into the dispute, not an actual resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/26/2024

  We have reached out to ********************** directly. Thank you.

• Initial Complaint

  Date:06/17/2024

  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 have attempted on numerous occasion to cancel the service of this company. The contract was e signed by my deceased husband. I have sent them a letter and a copy of death certificate and they are threatening to turn this over for collections. Please advise

  Business Response

  Date: 06/20/2024

  We were unable to locate an account using the information provided. Please provide us with an account number or the monitoring address so we can help you.