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
- 998 total complaints in the last 3 years.
- 137 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:06/16/2024
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.
I WANT TO CANCEL ALDER SERVICES. I NO LONGER NEED HOME SECURITY. THE CONTRACT STATES I CAN CANCEL ANYTIME. I HAVE TRIED THREE TIMES TO CANCEL. THEY WANT ME TO PAY OFF THE CONTRACT. THERE IS NOTHING IN THE CONTRACT THAT STATES THAT. I NEED OUT OF THIS CONTRACT.Business Response
Date: 06/20/2024
We have tried to reach **************** to discuss this but she hasn't answered our calls. As she mentioned being unable to afford the system we have waived the past due balance and lowered her monthly rate to $29.99. Please have her contact us at ************************************* if she wishes to discuss this further.Initial Complaint
Date:06/12/2024
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.
We were in a five year contract with this company. We the contract was close to ending I requested to cancel my service with them after asking several time if they would replace the alarms that don't work . They said that they would replace them but never did . A month after requesting to cancel I got another bill in the mail so I called again to end my subscription they said they could not do that and would just put me on hold .this company is refusing to end my subscription.Business Response
Date: 06/14/2024
Thank you for bringing this to our attention. We will review the claims and get in touch with you soon.Initial Complaint
Date:06/11/2024
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 was taken advantage of and lie to. I was billed before the equipment was installed and working. The equipment still isn't working 6 months later. Alder started installation in December and in March it still was completely not installed. They came out three different times and never got it workin! I can't be held to a contract where the equipment wasn't fully installed and working.Business Response
Date: 06/14/2024
Thank you for bringing this to our attention. We will review the account and get in touch with you shortly.Initial Complaint
Date:06/06/2024
Type:Billing 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.
As Power of Attorney, I reached out to Alder one day after my mother passed away on 4/9/2024 to inform them that the service was no longer needed. They requested a death certificate which was submitted as soon as possible after the state of Alabama provided them.
I have spoken with their customer service on multiple occasions requesting this be rectified with no results. There were charges of $44.99 each month to her checking account for May & June 2024 plus a $10.00 overdraft fee because the account had been depleted of funds by 6/5/2024. Therefore I am requesting a refund of $99.98.
This is for her account #****** located at **** ***** ******** ****** in Lanett, Alabama 36863. The phone number assoicated with the account was ###-###-####.Business Response
Date: 06/07/2024
We're sorry for your loss. Ms. *****'s account has been canceled. The payment that was made after we received the death certificate has been refunded. Please allow a few business days for the funds to transfer.Customer Answer
Date: 06/07/2024
Complaint: ********
I am rejecting this response because: this should have been retroactive to include May & June. I will concede April even though she passed on April 8th.
Sincerely,
******* *****Business Response
Date: 06/07/2024
It is determined by the day we received the death certificate which was May 14th.Customer Answer
Date: 06/10/2024
Complaint: ********
I am rejecting this response because: there was a -$52.54 deficit created by the June deduction which I had to subsidize. In addition the bank had charged a $36.00 overdraft fee. I feel this should be reimbursed as well. This is totally unacceptable that they have created this problem.
Sincerely,
******* *****Initial Complaint
Date:06/05/2024
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.
Greetings,I would like to make a formal complaint against a security company named Alder Security. From what I understand, this company services the ************* area. For the last two years, they have continued to bill me without providing any service. They delivered the self-install home security system to the wrong address and have continuously refused to ship out another system or send a technician to assist. I have run out of options on how to rectify this situation. Any help or suggestions to resolve this issue would be greatly appreciated. I can be reached at the following: ********** or ********************** Please note, I am currently deployed and my responses may be delayed due to internet/service connectivity issues. My account information with Alder is: Account #****** and I am currently being billed $39.95 monthly.Business Response
Date: 06/07/2024
Thank you for bringing this to our attention. We will review the complaint and get in touch with you soon to discuss a resolution.Customer Answer
Date: 06/11/2024
Complaint: 21806957
I am rejecting this response because: no resolution has been agreed upon as of Tuesday, June 11, 2024.
Sincerely,
***********************Business Response
Date: 06/13/2024
We have contacted ****************** directly. Thank you.Initial Complaint
Date:06/05/2024
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.
I have been trying to cancel service with this company since April 2024. I do not have a contact with them so they should have easily made the cancelation. After numerous emails and phone calls, I reached out to customer service at the end of May 2024 and was assured that the account is closed and no further payments would be taken from my account. On Monday, June 3rd I received a text and a phone call from this company telling me that I have a past due balance. While speaking with the agent I told her to double check the account because it is closed. The agent then agreed with me after checking the account and asked me to disregard the text and the call and apologized. Today, Wednesday 5 June I just received another call, had the same discussion with this agent about the account being closed. Now I think that I am being harassed, and as I type this they called me again. Please help to rectify this situation. I am elderly, and a retired veteran trying to mine my own. Thank you in advance, *****************************Business Response
Date: 06/07/2024
Thank you for bringing this to our attention. We will review the complaint and get in touch with you soon to discuss a resolution.Customer Answer
Date: 06/07/2024
Complaint: 21806489
I am "not" rejecting this response because, it states that they will review my account and get back with me.I received the text below from the company today at 10:30 am.
"(Alder) Hello, we noticed your account needs your attention. We're here to help! Give us a call at **************.
Reply Stop to opt out"If they want to rectify this, they may contact me anytime during the morning.
Sincerely,
*****************************Business Response
Date: 06/12/2024
The payment has been refunded and the account has been canceled. Feel free to contact us with any additional questions.Customer Answer
Date: 06/13/2024
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. Thank you for your assistance.
Sincerely,
*****************************Initial Complaint
Date:06/05/2024
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.
Alder security auto renewed our contract without my permission and now will not let me cancelBusiness Response
Date: 06/07/2024
We are unable to locate the account using the information provided. Please provide us with an account number or monitoring address.Initial Complaint
Date:06/05/2024
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 Holdings refuses to stop charging me for services that I am no longer using. They refused to send out a technician to service the alarm system after repeated attempts. I finally decided to just install a new system and cameras and contacted them to request cancellation. At this time they offered to fix the problem and I communicated that the new system had already been installed after months of no service. The *** still tried to schedule an appointment to have the alarm serviced. I requested to have my account cancel when finally I was told that she would not authorize this transaction and she would transfer me to someone in management who could. Spent time convincing this manager to cancel my account and he repeatedly ask to send out a technician. When I finally was able to get him to u destined that new services had already been installed and that I was transferred to him to cancel, he said I would need to fill out a form and pay a cancellation fee because my contract had now renewed. I asked for him to send me out this renewal agreement and the cancellation forms and he could only provide me with the initial agreement and never sent any cancellation forms. I have repeatedly attempted to access their website and app to change payment info and neither works. You are just held at a blank screen. I have contacted my bank to have them issue a stop payment.Business Response
Date: 06/07/2024
Thank you for bringing this to our attention. We will review the claims and get in touch with you soon to discuss a resolution.Initial Complaint
Date:06/03/2024
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.
Approximately a year ago, my husband set up Vivint Security in our home after a salesman from Vivint visited our neighborhood. We were in contract with Alder. We made several attempts to call Alder regarding a payment plan. A large payment of ****** plus was made a month ago with 2 future payments of over 800 to cancel account. I cancelled future payments because of other obligations. Today I full paid remaining balance to cancel account-over *******- however the agent could not provide me proof of cancellation in writing. Instead she stated she would need to discuss with her manager and call back. I feel I have been scammed. I requested an itemized bill to support payment requested-however I can never get one. I need some proof in writing that this account is now closed and full paid. I am requesting BBB assist me with obtaining this for my records-itemized record of what I paid for and an account closure letterBusiness Response
Date: 06/05/2024
Thank you for bringing this to our attention. We will review the claims and get back to you shortly.Initial Complaint
Date:06/03/2024
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 have been a customer with ********************** for four years, with no issues. They provided a service, my bill was auto drafted, perfect business relationship! Around year 3 I noticed my doorbell camera would not hold charge for as long as it did previously. After about a month I called tech support and the rep advise I would need to get a new doorbell camera. I thought no issue, and asked for the next available app. To my surprise it was THREE months out. I thought it was strange, but with no other options booked the appointment. The day before the appointment Alder called to cancel. By this time, my camera was not holding charge at all. So we have to reschedule. Again, the next available app. was a month and a half out. The day of this app. no tech ever showed up. Please keep in mind I am still paying full price for a service I am not receiving. 7 months later from the initial call a tech finally shows up to my house. He installs the new doorbell camera and pretty much leaves. The same day when I got back to work I notice it's not working. I can not view anything on the camera. I reached out to the tech directly and tech support department only to be told another tech needs to come out and the next available app? One month from now. I asked to just cancel this service and was told I could not. How insane for about a year I have not had consist reliable service and want nothing more to do with this company only to be told I can not cancel?! IF they could provide a reliable service I wouldn't want to cancel.Business Response
Date: 06/06/2024
Thank you for bringing this to our attention. We are reviewing your claims and will be in touch with you shortly to discuss a resolution.
Alder is NOT a BBB Accredited Business.
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