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:05/06/2024

  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 told before I purchased the product that someone would come to my house and set the alarm up, I informed them that if they can't come set it up I don't want it

  Business Response

  Date: 05/09/2024

  This account was created in 2022. We are concerned that a complaint of this nature would be brought up 2 years later. Also, the system is a self install system. We are more than happy to walk you through installation over the phone and do whatever we can to ensure your satisfaction with the service but we cannot cancel the account at this time.

• Initial Complaint

  Date:05/02/2024

  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 signed a 60 month contract with Alder alarm company. The alarm equipment is no longer worked therefore called to get the equipment serviced and the representative tried to get me to sign another contract. When I declined to sign another contract the indicated they could not send out a technician without charging me for it. I told the representative I would think about if I would like to sign a contract or cancel my services and get back with them another day. About two weeks go by and the representative called me and offered me the same thing as previously stated above. I let her know that I was not interested and wanted to cancel my services and she then stated that she would let me know how much I would need to pay to cancel bevies in 2023 I had been signed up for an auto renewal contract for an additional 60 months. I never agreed to another 60 month term and if that was the case why was she trying to get me renew my contract.

  Business Response

  Date: 05/08/2024

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

• Initial Complaint

  Date:05/02/2024

  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.

  I would like to terminate my services with this company. The equipment is unopened and unused and they are trying to tell me I have to pay 90% of the equipment. I was spoken to in the most unprofessional way. This company should not be in business, they are very shady. Their pricing is astronomical and they offered no help except " find someone else to take your equipment" thats not proper business protocol. Please help me.

  Business Response

  Date: 05/06/2024

  We've attached a return label for the equipment. You will need to call us about a week after you have shipped it back so we can verify the return and cancel the account.

  Customer Answer

  Date: 05/06/2024

  
  
  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. In addition to this resolution, I request that I receive documentation that the equipment has been received ( i will send it with a request for signature) and that the account was indeed cancelled. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/01/2024

  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.

  My wife and I finalized our contract and we have a form we filled out and returned to the company .They have called numerous time over the last 3 weeks claiming we still owe money .

  Business Response

  Date: 05/03/2024

  Thank you for bringing this to our attention. We will contact you soon to discuss a resolution.

• Initial Complaint

  Date:04/29/2024

  Type:Billing 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.

  Ive tried for months to cancel my services due to malfunctioning cameras and banking issues taking out small amounts then telling me its my fault they didnt take out a full payment. Ive been with them since mid 2021 with automatic withdrawal. Its just becoming a hassle. The reps read the same scripts over and over again as to why I should stay and what changes cant be made, but never and ok well cancel this for you. I just want to let them go and not worry about them billing me for services I dont have that have not been resolved and mess up my credit.

  Business Response

  Date: 05/01/2024

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

• Initial Complaint

  Date:04/25/2024

  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 became a legal guardian for a friend over her person and estate. In order to watch her home, and I contacted Alder Home Security in order to place cameras on her beautiful home because I did not have anyone living at her property at the time.
  
  The Alder employee told me that the contract would be 40 months. I told him that I wouldn't be able to move forward with a contract because I wasn't sure if my friend would live for 40 months.
  I placed her into a nursing home with a severe deterioration due to bleeding within her brain, which medical staff could not resolve, and her doctor advised that he didn't believe that she had long to live.
  
  The Alder security employee assured me, that if she passed away, I would be able to discontinue the contract, no problem, so I moved forward with the contract and began to pay for their services. My friend passed away January 31, 2022 and my 40-month contract wasn't expiring until April 2024.
  
  I called Alder numerous times asking for my funds to be refunded to me following my friend's passing, but was told several times, that in order to get out of the contract, I would need to pay off the remaining of the 40 months of the contract. I even asked them to please listen to the recording when I signed up for the contract; to no avail.
  
  I was in a very vulnerable time when I obtained Alder security because I was navigating the court system as my first appointment as a personal representative of a person and estate without prior experience and without an attorney at the time.
  
  At the present time, I'm in the process of cancelling my contract with Alder as a request to cancel my contract has been sent to them with a $0.00 balance owing on my cancellation, because the 40 months is now expired.
  
  I should to be reimbursed for the period of time from the passing of my friend until it was fully cancelled. I would also like to warn other people not to go to Alder for home security.

  Business Response

  Date: 04/29/2024

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

• Initial Complaint

  Date:04/24/2024

  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 had a salesman coming door to door ask to speak with me on May 8, 2021.
  Very nice salesman, he offered me a system for security alarm and medical alarm pendant. Company came out and installed. Was happy for a for about a year then my smoke/carbonmonoxzide detector started to alarm at all hours day, night, anytime. Had to cancel alarm every time and answer phone to verify my code. I am now 62 but at that time I was 59 and have been in a wheelchair for 20 plus years and I am Diabetic. So sometime I could not get to the panel and or phone in time and emergency services were sent out to my house. More than a few times, the had to respond. I spoke with Alder every time about the malfunctioning alarm/carbonmonoxzide detector asking for someone to come and repair it. I finally was told they would come out for an extra service fee of $85.00. I said no way so I asked about cancelling my contact. They sent me a letter to cancel my contact with payoff of $3000.00 as my 90% payoff. well that would mean I had to pay it all off and I did not have that kind of money and would be without service as well so I just got use too the detector going off allot. Feb. 3, 2024 another company came in offered to buy me out of my contract with Alder. I jumped at the idea to be free from Alder. Since then I have had bills from both companies. Alder I have called for the final payoff as of April 5, 2024 last automatic payment till May 5, 2024 for the amount of $1295.78. I am waiting for the official letter for me to sign to come by mail to cancel. By then I am hopeing the other security company will have sent the Buyout funds so I may pay this off and be rid of Alder once and for all. In addition, Alder increased my monthly bill from $54.99 to $59.99 on Sept. 5, 2023 on my auto payments and when I asked about it one manager said it was for platinum service which I never asked for and then another manager said no it was just a price increase. Either way I should have been notified. Money to be paid by me for settlement $1295.78 minus $140.00. $40 8 months overpayment and $100.00 for living with defective at least 20 months. I only pay final payment of $1155.78. Then we are done and they never bother me again.

  Business Response

  Date: 04/29/2024

  The final bill was sent on April 24th. Please allow a few more days for it to arrive.

• Initial Complaint

  Date:04/23/2024

  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.

  In May 2020, I was introduced to this product when I was purchasing **** internet, and I thought this service was through ****. I was told my contract would be 3 years. I was interested as I was ***************** and the contract period aligned with my Active Duty contract. Apparently, I was signed up for 60 months, and I don't even remember signing anything. In March 2023, my Army contract ended and I had to sell my house remotely. The equipment was left in the house. I have made numerous attempts to cancel this contract, but multiple customer support agents told me, I can either extend 3 years with new equipment, or pay 90% of the remaining term. I have not used their services for almost 2 years. I cannot access my account information to make adjustments to this service (Their password recovery function does not send an email to my registered email). The company calls me from multiple phone numbers, multiple times a day, asking for personal information. I wish to find some sort of agreement, however, their customer support is not willing to budge. No amount of hardship will stop this company from charging you, and auto-renewing your policy.

  Business Response

  Date: 04/26/2024

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

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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 sent a request to Alder in January ***************************************************** February 2024. Alder renewed my contract against my wishes to do so and charged my account for the monthly fee during February. According to Alder, it may take up to 30 days to close an account. It is nearing the end of April and Alder has been giving me the run around with closing this account since January. I have spoken to several account managers and a supervisor, and no one is assisting me with closing this account. I have followed all the necessary steps to have this taken care of. This company is very hard to deal with. The representatives are all reading the same script, and nothing is being done to close my account. ********************** is 60 days over its 30 days to close this account. I will never recommend this company to anyone.

  Business Response

  Date: 04/25/2024

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

• Initial Complaint

  Date:04/22/2024

  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.

  My late 97-year-old mother used Alder until her death on 2/4. Upon her death, the daughter-in-law--with the understanding that my mother's subscription would be canceled-- took up a separate subscription, as she was moving into the home. Her subscription should have went into effect within 3 days of 3/18. I was informed that the recurring fees against my late mother's account would stop once Alder received a copy of the death certificate and statement of death. This occurred on 3/18 with an acknowledgment from the company via email. That is, I sent them the certificate with the clear understanding they were going to cancel the subscription. The daughter-in-law informed me on 3/18 that they had done so.On 4/18, the company continued charging the subscription fee, and when I called them, they initially wouldn't even acknowledge my late mother's death, saying that she signed a contract for 5 years...The customer service person attempted to explain to me how they were going to keep charging my late mother. Thus, not only have they gone back on their word, the customer service lady said they were planning to continue charging my late mother and another individual (the daughter-in-law), which I'm sure they have stuck in a contract, for the next 5 years. This is what was explained to me. I told them that I was interested in a refund, and that I wasn't even concerned about them continuing to charge my mother. After a brief hold, the customer service lady said that she could not guarantee a refund.

  Business Response

  Date: 04/22/2024

  We were not given any information to identify the account in question. We do not know your mother in laws name, her account number or the monitoring address. Please provide us with this information so we can help.