Business Profile

Burglar Alarm Systems

Alder

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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

998 total complaints in the last 3 years.
136 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2024
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 live alone and am on disability and social security and when I moved into my apartment a few years back. Alder came knocking to sell me an alarm system as soon as I arrived. They convinced me I needed something that I wasnt even allowed to install at my apartment and it felt very predatory. I have a fixed income and this $60+ cost a month for years is a huge impact to me. Theyve refused to help me get out of this and I know theyve had the scam and predatory label placed on them in other states. I just want out. They are telling me I need to pay $650 to get out and no promises that they want auto renew me for more years to come.
Business Response
Date: 06/05/2024
We have spoke with **************** and came to an agreement. Thank you.
Initial Complaint
Date:06/02/2024
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.
In 2018 a 5 year contract was signed for Alder Security service. The contract auto renewed. The company refuses to cancel. Name, address, and phone number have been given. The verbal password has been forgotten. The home has been sold. Supposedly the verbal password was going to be sent using the United States Postal Services. It has been over 2 weeks and has not arrived.

The company will accept no other information. They can see some information on the account, but claim not to be able to see all the information. They flat out to refuse to cancel.
Business Response
Date: 06/05/2024
We have spoken with Ms. ********* and came to an agreement. Thank you.
Customer Answer
Date: 06/05/2024

Better Business Bureau:

I was contacted and they will cancel the service. I requested a credit and was denied.

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:05/28/2024
Type:Product 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.
We purchased Alder Home Security in June 2021 and apparently signed a 5 year contract for $59.95 per month. We were provided with 3 door sensors, a doorbell camera, a sensor to monitor front glass breakage and a carbon monoxide detector. When the detector first went off, we allowed the fire department to come and found nothing. The next 2 times it went off (always at 2-3 am), we cancelled the alarm. I called Alder and asked them to fix the problem. They told me to do something on my side. We eventually took out the battery and resolved the matter ourselves. The doorbell camera is useless and doesn't keep video beyond a few seconds. I get notifications every time my flag moves on my front porch or a car drives down the street, yet nothing happens when a person walks in front of my house. On Saturday alone, I had 138 emails and text alerts! When I called to cancel my contract last year, I was told it would cost $1800. I was shocked and had no choice but to continue. Yesterday, I called and politely asked how much it would be to cancel my contract. Instead of giving me the rate, I was transferred to an account manager who refused to listen and then tried to provide technical support. I told him 3 times to give me my remaining balance as well as end of the contract date (2026). He first said $1800, then $1400, then $1200. I asked again, what is my remaining balance and he only said that he couldn't provide me with a current balance over the phone, only by sending a cancellation notice in the mail. I then said that he had given me a range which is what I wanted. I thanked him and ended the conversation. He then called me back and continued to try and bully me into having him provide technical support. I refused and told him to not call back again. I wished him a good day and then hung up.
Business Response
Date: 05/30/2024
Thank you for bringing this to our attention. We will research these claims and contact you soon to discuss a resolution.
Customer Answer
Date: 06/05/2024

Complaint: 21767247

I am rejecting this response because:
I am still waiting to hear back from Alder. How long does it need to take to simply give me the remaining balance unless they want to make up a number?

Sincerely,

*******************
Business Response
Date: 06/06/2024
We spoke with ************** yesterday. Thank you.
Customer Answer
Date: 06/07/2024

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:05/16/2024
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.
Was under contract with the company for monitoring service. Canceling the contract due to moving is when the problems started. I filled out the form. Paid te rest of the contract due and continued to be charged for monthly monitoring more than 2 months after my cancellation form was submitted. Monthly calls would not get the problem resolved. They stated the account would be closed, but I would not be receiving a refund of money that I was not obligated to pay.
Business Response
Date: 05/17/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:05/14/2024
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 have a no soliciting notice outside our door and we are constantly having salesman knock on our door. The rude salesman today said I was insane because I asked for a business card to complain too. Customer service was also 0 help. Refused to send me to a supervisor and crept me on hold for 30 minutes.
Business Response
Date: 05/15/2024
Thank you for bringing this to our attention. If you could please provide a name or description of the individual you spoke with we will investigate the matter.
Initial Complaint
Date:05/13/2024
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 want the proper cancellation form to completed to discontinue this service.I was told that I can cancel within 30 days and get my money back. I asked the account executive what happens if I want to cancel after that time and he said it be my responsibility to return the equipment. I called to cancel the subscription due to financial strain and they will not cancel unless I pay over $2000, trying to string arm me into staying with this business. I have tried many times and sometimes they do not answer the phone.
Business Response
Date: 05/15/2024
We have reached out to **************** directly. Thank you.
Customer Answer
Date: 05/18/2024

Complaint: 21706447

I am rejecting this response because I was told during the set-up conversation that I was allowed to cancel at any time, and it would be my responsibility to return the equipment and provide a restocking fee of $50. I have described this in detail to the compliance manager that reached out to me via email. This compliance manager let me know that they are not able to cancel my account at this time. However, the equipment and restocking fee has already been sent so I provided the tracking number now. This company is predatory and dishonest. When I first got my apartment and I was setting up electricity, the electricity company transferred me to them via the phone. I thought that they were vetted. Now that I have called to confirm cancellation and they refused, I started looking them up. They have had lawsuits and terrible reviews because they do dishonest and unethical business. I will not participate in this anymore. I never got the chance to open the products and set it up because I had many difficult life events happening at the same time. I have rescinded the sale and asked for immediate cancellation many times to many account managers on the phone and now the compliance manager and still they will not. I will be following the policy that was told to me by the account manager that set up my account because that is what they told me when I asked, what happens if I want to cancel after 30 days.

Sincerely,

*************************
Business Response
Date: 05/22/2024
We have spoken with **************** about this. The agreement and pre install phone call explained clearly that the term was for 60 months. We have given **************** three free months of service to help as he is having financial difficulties. If he still is in need of assistance after those three months have expired he can contact us at ************************************* and we will see what we can do to help him.
Customer Answer
Date: 05/22/2024

Complaint: 21706447

I am rejecting this response because it is not true.

Sincerely,

*************************
Business Response
Date: 05/27/2024
The recorded call shows that what we have said is true. Again, we are happy to help in any other way but we cannot cancel the account.
Business Response
Date: 06/06/2024
We would be happy to send it to the customer if they are requesting it. Is the request for them?
Initial Complaint
Date:05/13/2024
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.
Continual alarms going off for no reason. One alarm went off during the night and I couldnt get in touch with them. They are suppose to be reached 24/7 and when I called at 4:30am no one answered. I was told no one is available from 2:00am-5:00am. I told them I want to cancel and was told I couldnt. I was told I singed a 60month contract and have ************************************************************** signed it. I asked for an email of the contract and one to be sent by postal mail (snail mail). I only received the email I did not sign anything and the signature that is in the email is incorrect. Not the correct signature. They were not an able to get money from me as my credit card date and security number changed. Just this last month I found a charge on my card. I do not know how they received that info as I did not give it to them. I called my credit card company and put in a dispute I received a call from them asking for money. I explained that I had canceled their business. I am now receiving emails, texts and phone calls almost daily. I have a new security system I have asked a lawyer to write them a letter to ask them to call him if they have any questions. They have not bothered to contact him and continue call me. The lawyer said if he took them to court it would cost me more than the amount they claim I owe them. Please help me.
Business Response
Date: 05/15/2024
********************** attorney recently reached out to us and we provided him with a thorough response to the issues listed in ********************** complaint. We refer her to him for our response.
Customer Answer
Date: 05/23/2024
I am trying to figure how to respond to this problem. First of all I never signed a contract to Alder.
My attorney sent them a letter on April 19.
No response until I contacted BBB.
Alder then faxed my lawyer on May 14 that I did not owe them any money. Somehow they got my security number on my credit card and was able to use it to get payment. They also told him my security service was sold to ADT without my permission. (I did not sign a contract giving Alder the right to sell my service.)
My attorney sent back an email on May 16 to Alder stating I did not want their services or ADT. He also asked when they sold my services to ADT.
My lawyer received a response on May 21 with sold to ADT.
I did not know anymore response was needs other than this. I am not satisfied with this out come. What do I do? I have another security system.
Another thought- ADT was awarded $4milloin in a lawsuit against Alder, its owner and two other dealers in the past for deceptive sales practices. I don't know specifics. Was Alders dealings with me decaptive?
Sent from my iPad
Business Response
Date: 05/24/2024
We have provided your attorney with all the necessary information for this issue. We have also applied the credits to your account that we discussed with him.
Customer Answer
Date: 05/29/2024

Complaint: 21706173

I am rejecting this response because:I did not sign a contract thus they have no right to sell anything of mine.

Sincerely,

*****************************
Business Response
Date: 05/31/2024
We will have to refer you to your attorney. We do not wish to discuss legal matters on a public platform.
Initial Complaint
Date:05/08/2024
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 signed up for a two year contract with Alder Security in August 2021, which included a panel, sensors, three outdoor wireless cameras and 24/7 monitoring. In August of 2023, two of my outdoor cameras died, which were trouble shot by an Alder agent. I was coerced into renewing my contract for a three year term as the phone agent said I couldnt get replacement cameras unless I renewed. Only after renewing was I informed that the wireless cameras were on back order and it would be a while. Eight months later I still did not have cameras. I called Alder to complain and they said they were shipping my cameras (by this time the third outdoor wireless camera also died). 1-2 weeks later I got a call that they couldnt ship my cameras and would have to send out a tech to install them. That was April 4th of 2024. They have since called to cancel and reschedule appointments with me on 4/19, 4/22, and again today on 5/6. I called a week ago and demanded they cancel my contract for coercion and misrepresentation in making me renew for new cameras, which were part of my original contract and breach of contract. I have been paying my monthly service fee for nine months now and have not received the goods and services as outlined in my contract. The account manager, **, refused to cancel my contract and offered no recourse except to give Alder another chance by showing up with my outdoor wireless cameras for our appointment today, which they called and cancelled on me again.
Business Response
Date: 05/10/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:05/06/2024
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.
Against Alder Home Security Dear Sir/*****,I am writing to file a formal complaint against Alder Home Security regarding deceptive contract practices and lack of transparency in their services. My mother and I signed up with Alder Home Security in either 2016 or 2017 under the impression that Alder was affiliated with ADT Security, and we were misled about the terms of the contract. At the time of signing up, the representative assured us that Alder was a part of ADT Security and that the contract was a 5-year agreement with the option to cancel at any time and switch to a month-to-month plan. However, it has come to my attention that this information was inaccurate.On May 3rd, 2024, I discovered that Alder was not associated with ADT and that the contract we signed was a revolving 5-year agreement. This means that after 30 days of the contract's end, it automatically renews for another five years without notifying us of the expiration or giving us the opportunity to opt-out.When I contacted Alder to cancel my service because I switched to ADT, I was informed by a representative that I would be charged a hefty fee of $1000. This was shocking and unacceptable, as we were never informed about the automatic renewal clause or given any notice about the contract's expiration.This lack of transparency and deceptive contract practices by Alder Home Security have left me feeling misled and taken advantage of. It is unfair to bind customers to long-term contracts without their full understanding and consent, especially when crucial information is withheld from them. I urge the Better Business Bureau to investigate this matter thoroughly and hold Alder accountable for their deceptive practices. Customers deserve honesty and transparency from companies they entrust with their security needs, and Alder has failed to uphold these standards.Thank you for your attention to this matter.
Business Response
Date: 05/09/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 05/09/2024

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:05/06/2024
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.
- Request for Refund and Immediate ActionDear [Alder] Management,I hope this message finds you well. I am writing to express my deep dissatisfaction with the recent services provided by your company. My name is [***********************], and I am a 92-year-old individual from a minority background who feels that your company has taken advantage of me.Despite my clear lack of a security system in place, your company approached me and sold me a service that I did not fully understand and did not adequately suit my needs. I feel this approach was misleading and exploitative, taking advantage of my vulnerability as a senior minority citizen. This situation has caused me significant distress and financial burden.As a loyal and long-time customer, I expect a higher level of respect and professionalism from your company. Therefore, I demand an immediate refund of the full amount I paid for these services, along with a formal apology for the way I have been treated.Should you fail to comply with my request, I will be forced to take further action both civilly and legally. This includes contacting consumer protection agencies and possibly pursuing legal recourse to seek justice and accountability for your company's actions.Please respond to this complaint within [number of days] days to confirm your intention to resolve this matter promptly. I appreciate your attention to this urgent matter and hope to receive your immediate response.Sincerely,
Business Response
Date: 05/09/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.

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Alder is NOT a BBB Accredited Business.