Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

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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.
135 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:04/20/2024
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 have tried to cancel my account with **********************. They continue to bill and want me to pay thousands of dollars to get out of it. I was a new how buyer when I bought the house in July of 2021 and with everything going on, I agreed, not fully aware of how predatory this company is. They have charged me $44.99 each month. The equipment has never worked so I was unable to set it up. This company has gotten free money from me because the equipment doesnt work. I want to the contract canceled as they have been paid for 0 work or keeping their end of the contract up.
Business Response
Date: 04/24/2024
We reached out to ************** to discuss his complaint but we weren't able to get in contact with him. We left him a voicemail. Please have him return our call so we can assist him.
Initial Complaint
Date:04/12/2024
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 an alarm system with Alder in Oct ********************************************************************** the keyboard (panner), and the way they was trying to resolve the issue by having me to take the battery in the panel and by me trying to do this myself the wire from the battery wire fall in between the walls the company didn't have anyone to come out to see about this, every since oct or November they have make an appointment with me 4-15-2024 not sure if they will keep it I had an appointment today but they cancel it. when I didn't want they service anymore, they said I would have to pay ******** in full to leave early.
Business Response
Date: 04/15/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:04/11/2024
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 purchased a security system from Alder security. I stopped using the service and tried to cancel. They told me i couldnt. Then they told me last April the contract would be fully paid by Jan 2024. Now they have started billing me again. They have an address for the account that i have never heard of! Now they are saying they unilaterally renewed my contract for another 3 years because they didnt receive notice to cancel within 15 days of cancellation. I was clearly told it would be cancelled in January. In addition, i requested a copy of the contract last year in April and they never sent it! I verified that they have the correct email. All i want to do is cancel! Please help i feel like this is bad faith!
Business Response
Date: 04/12/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:04/11/2024
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 have ***** for 5 YEARS now, I have had nothing but problems with this system. I have made dozens of phone calls and been given the run around with all kinds promises. They have no technicians in my area. at one point they had no technicians in the **************** and had to wait for two months to get some one out. half the time they are a no show. my system has not worked properly in over 3 years. I call and complain with no proper response. they promise a supervisor will call and no calls ever come in. I have been paying for a service that I have not been receiving. How can I be forced to pay for a service that I am not receiving. Now they tell me that my contract was automatically renewed, and I have to buy out my contract! They tell me that the renewal clause us written in the contract. That's crap! So legally why can't i get refuse to pay for a system that don't work? They told me to contact ********************************* because they legal do not have phones! Really? What can I do about this? Why can they not be held accountable for the contract conditions that they are telling me I have to? No one in the company will give me a Stright answer, they just continue to promise to fix the problem, again this has been going on for over 3 years and I am paying for a service I am not receiving.
Business Response
Date: 04/12/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 04/13/2024

Complaint: 21563143

I am rejecting this response because: I this is the same response I received the other times I called. I have been told several times that a supervisor would contact me within 24 hours. Waited several days without anyone contacting me. I call back and I am told no supervisors are available. I continue to advise them of my dissatisfaction with my service and the lack of Customer service

Sincerely,

*****************************
Business Response
Date: 04/17/2024
We have spoken with ********************** and came to an agreement. Thank you.
Customer Answer
Date: 04/17/2024

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:04/10/2024
Type:Customer Service 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 3 year contract with alder, and 4 years later i switch to a different company. They called me and stated that Im still in contract till 2027. I never signed anything for 5 years with them. This is not how you deal with senior citizens. I dont appreciate being in a contract i never signed or verbally agreed with.
Business Response
Date: 04/12/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:04/09/2024
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.
started October 2023 with Alder security.When i joined i talked with ***** ,not one time did he mention a contract and I never signed anything .I asked for paper bill, but every month i had to call in the payment. In December i told them i would no longer call it in that I wanted a paper bill and I still haven't gotten free month. So I checked my bank statement and they took it out of my account,I never gave the authority to do that. The system starting going off line a lot and more than twice the alarm went off and no call or anything. So when I would call to get some answers, cant' understand what there saying and they are not helping me. So I told them I no longer wanted system,So now they said I signed a 60 month contract and still owe them *******. I asked for proof because I know I signed nothing. They sent me a contract that I have never seen or signed. It is not my signiture. I have talked to over eight agents.So I contacted my bank put a stop payment. When they put it through under Alder security ,Alder used Alder holdings and was able to get money in February and in march I had to pay for stop payment again under Alder holdings and Alder used Alder security and again was able to get money. So the time is coming again wonder what name they will use to get money that I asked for them to stop taking. They have forged my name and the way they got money out of my account was pure sneaky and deceitful. The system has been packed up for two months not using it because it was not doing a good job. So please help me in this serious matter with Alder security
Business Response
Date: 04/11/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:04/06/2024
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.
**** is automatically withdrawn on 27th of every month from my bank account the system of month i do not want their survive anymore the system didn't work 6 month last year and did not work. 2 months of this year they me I'm locked into a contract an i go to pay a lot of money to them to get out of this contract i don't have the money to do that they resigned me into a longer contract because it agreed for them to do an upgrade on the system they resigned me to to a longer contract with them i have had to get them here for repair several times and they won't me to pay for a technician to do the repairs i don't want service at my home any more they want their money an i owe the *** an the State a lot of tax money im on a Payment plan with the money i owe the Government an they don't understand i owe the federal people ****** i owe the state about ***** i want out of the contract with Alder all together i don't like the ways i have been treated as a customer i don't need their system in my home any more. there company is from utal the company name is Alder burglar alarm systern phone number ************** address is **************************************** this is the home office the other address is in ****************************************** My name is *************************** i live at *********************************************** my phone number is ************ i work 7am to 3 pm be home for a call at 4:30 pm so i can hear the caller i can't here the call at work they have bad service .
Business Response
Date: 04/09/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 04/13/2024

Complaint: 21540621

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 04/15/2024
I don't want anything to do with there services it has been off 6 months of last year an. 1 to 2 months this year I do not want anything to do with there services ?? very displeased with them I don't want to pay them another dime I guess I can stop paying them an any moment of time they do a auto draft an I want it stopped now ??
Business Response
Date: 04/18/2024
We called **************** to discuss this but nobody answered. **************** has been given several credits, a reduced rate and technicians have been sent to his home. The system is currently working and there is no reason to cancel at this time. If **************** wishes to discuss this further he can return my call and I will be happy to help in any way that I can but again, we will not be canceling at this time.
Customer Answer
Date: 04/18/2024

Complaint: 21540621

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/04/2024
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 am a 92 year old who will be 93 in May. A gentleman came to my home around July 20, 2021 and told me that this was free and that someone gave me this service for a gift and will be making the monthly payments for the service. He never told me that person's name. Somehow the salesman obtained my bank account and set up auto pay in the amount of $44.99 per month from my bank account. I did not approve this auto pay and did not know that it has been coming out of my account since 2021. I do not want the service and ***** is claiming that I owe them until 2026. In 2021, I was 90 years of age and was lied to in order for the salesman to get his sale.
Business Response
Date: 04/09/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Initial Complaint
Date:04/04/2024
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.
A salesman by the name ****** knocked on my door to sell me the Alder security system, he told me that everything was free and I didn't have to pay anything, he sat down asked for my information I gave it to him, he then told me that I would have to pay the fee of ***** and I would have 30 days to try it out and if I didn't want to continue with the service I can cancel it within 30 days and I can receive my money back. Since I had the system the cameras didn't work I called and reported it and it didn't work, talk with tech support and it worked for a little bit, then it went out again. So I call yesterday to cancel the young asked why I told her I didn't want to keep it the service keeps going out and she also wanted to know who I was going to if I cancelled the services, I let her know I know someone who can do it at a cheaper rate, so she transferred me over to a man name ***** who is a customer manager, he told me I couldn't cancel the services that I only had 3 options, the 1st option was I can pay 90% upfront to cancel the services 2nd option find someone to take over the account or accept a free month and have a technician to come out, I told him that I want to cancel the services all together he told me no he couldn't do that that I had 3 days to cancel, I told him I was never told that, I was told I had 30 days. He said no, I was to far in the contract, I didn't know I was even in a 5 year contract the salesman never said that. ***** the customer service manager said that I can't cancel and he going to leave my account as is. I told him not going to obligate myself to no five year contract. On the website they said you have 30 days to cancel and get the equipment returned. I want to cancel the services and return my money. I don't want no credit I just want to end this all together today marks my 30th day I signed up on March 4 I called yesterday March 3 Rd to cancel the services. I don't want it.
Business Response
Date: 04/09/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 04/09/2024

Complaint: 21530666

I am rejecting this response because: I just want it to be cancelled it's deceiving and I told I don't have a choice but to continue with the services, when I was given an 30 day trial and it supposed have been free, but I still need up paying. I was also told I only had three days to cancel and that wasn't what I was told. It's all a fraud. When the salesman came it was nothing what was told to me from the beginning of I known this I wouldn't have signed up for this. They breach their own contract and lie about it to force you to commit to the contract , I'm going to report this to my bank and make it known concerning this. It's not right it's wrong. They don't tell you any of this at the time of you talking with them even with the video they have. It's wrong
I don't want to talk to anyone except to give me my money back and close this account. They are empty promises. Five years is a long time. This business had horrible horrible reviews. No one is happy. I'm not obligating myself to this
Close it out and refund my money as it was promised to me, they couldn't even get a technician out in a timely manner. A whole month later, no not acceptable. Just a whole month later to make someone obligated to the services to make sure you locked into a contract.

Sincerely,

***************
Business Response
Date: 04/10/2024
I tried calling ********** to discuss this but the number we have on file says she is not accepting calls at this time. We have a technician scheduled to go to Ms. ***** *********** are ready to do whatever is necessary to make sure she is happy with the service. Please have her provide a number I can reach her at.
Customer Answer
Date: 04/10/2024

Complaint: 21530666

I am rejecting this response because: I don't want your services at all my number is no longer in service, I have another number, I don't want no technician I don't want the services, you trying to go around of what I'm requesting for this company to do. I want to cancel Everything. I don't want a technician I want cancellation. I want my money back I did everything I suppose to do. I don't want it. I have no contract, don't want a contract. You all have deceived me with everything. I'm just going to report this to my bank and Im going to make the credit bureau is aware of this. I don't want no one to call me at all cancel the services

Sincerely,

***************
Business Response
Date: 04/12/2024
We have spoken with Ms. *** directly and came to an agreement. Thank you.
Initial Complaint
Date:04/03/2024
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 September, 2020, I ordered internet service for a house I had just bought and when that call concluded, I was transferred to Alder Security. In a moment of weakness, I agreed to a 36 month contract. I hadn't actually moved yet so I had the equipment sent to my old address. Since I was in the middle of moving an entire household to another state by myself and selling the house in September 2020, I didn't think to print the document at the time, not realizing the link was only good for 24 hours and then I'd not be able to access it. I never even set up the system at the new house but have been paying $45 monthly for over 3 years. I called to cancel in summer of 2022 but was told I'd have to pay 90% of the balance or continue the monthly payment. At that time, they tried to get me to upgrade the system which would have meant a new 36 month contract. I didn't want it in the first place so certainly didn't want to upgrade. I couldn't afford to pay it all at once so I continued the monthly payment. I basically forgot about it because the payment was automatic and I didn't have the system set up so it was not in front of me every day. The 36 months concluded in September 2023 but I forgot to call at that time to cancel. When I called in March 2024, I was told I did not call within the allotted timeframe so the contract was automatically renewed for another 36 months. They offered a reduced monthly payment $40 if I started the 36 months over again, or I could continue to pay the $45 for the remaining 29 months, or I could pay it off at a cost of about $1,200. I feel I've already paid for the system in full and they are unreasonable to demand another $1200 for something I've never even used. All I want is for the contract to be cancelled and for me to not have to pay anymore. I don't have any documents because the links have all expired (which seems kind of shady to me).
Business Response
Date: 04/04/2024
We have spoken directly with ************** and worked out a resolution. Thank you for bringing this to our attention.
Customer Answer
Date: 04/04/2024

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,

*************************

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Alder is NOT a BBB Accredited Business.