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

  2009 Macarthur Dr STE 4 Bldg 8 Alexandria, LA 71301-3774

• 

  Alder

  3135 Millbranch Rd Memphis, TN 38116-1917

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:03/07/2024

  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.

  Yes I had a system installed by Alder Security. After the installation devices fell off the walls due to faulty install. They came out and fixed that, and after that the system would randomly go off for no reason. So I contacted the company and talked with a lady, and she informed me I could cancel, and gave me her name and ext. she failed to inform me the right process to cancel, and someone was supposed to come fix the system again, but never heard from anyone from Alder for the next 2 years and I continued to pay. So once I realized I had been paying them for a system that never worked right from day one. So once they wasnt getting paid they finally reached out, and they couldnt even tell me where I lived or if my system was work or anything except they wanted that payment that was stopped. They breech the contract, and dont think I owe them anymore money, but they insist I should honor the contract even know they did not. I am just so sick of companies taking advantage of people on disability like I am it just make me so angry. So please with your help I can resolve this issue to protect my credit, because they have already threatened me with reporting me and this is the only thing I know to do to fight back thank you for your time. ************************* ************* feel free to call

  Business Response

  Date: 03/08/2024

  Thank you for bringing this to our attention. This issue is being reviewed and we should have a resolution shortly.

• Initial Complaint

  Date:03/06/2024

  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.

  My deceased mother ********************* and widower of ****** War ** veteran died on February 6, 2024. I called Alder Alarm Company to cancel my mothers alarm service the week after she died since she is deceased and no longer need Alder Service. During the call with Alder customer service they tried to convince me to keep the alarm system and also told me that I needed my mothers death certificate to cancel my mothers alarm services. Last night, I faxed a copy of my death certificate and this morning, and this morning I received an email from ***** (Digital Customer *************************************************** asking for my mothers password and my address which I emailed ***** with the verbal password. ***** emailed me back asking me to convince me to keep my deceased mothers alarm service and also stated that I needed to call the Alder customer care line to cancel my deceased mothers alarm service. I called the customer service line and was told that they would needed mail a cancellation form and I would need to mail it back them and once the customer care rep tried to convince me to keep my deceased mothers alarm service. I asked the customer service rep to email me the cancellation form but instead she emailed me a copy of my deceased mothers death certificate. I have tried 4 times to cancel my deceased mothers alarm and Alder keeps giving me the run around.Signed Disabled U.S. Veteran

  Business Response

  Date: 03/08/2024

  I have spoken with ************** and we are currently working on an amicable resolution.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21393986
  
  I am rejecting this response because: I was contact by an Alder **************** Representative today at approximately at 4:37 p.m. The customer rep said he was contacting me regarding BBB complaint regarding canceling my deceased mothers alarm service. I acknowledged that I wanted to cancel my deceased mothers alarm service. The customer rep told me that my mothers ******************** contract was for eternity and even after her death. Then the customer rep told me that ********************** could offer me the alarm system services for half price. I told the customer no and I only wanted to cancel my decreased mothers alarm service. At the end of the telephone call, the customer service rep said I will see what I can do.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  We have canceled the account as requested. We wish ************** the best.

  Customer Answer

  Date: 03/12/2024

   
  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:03/05/2024

  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 contract in 2014 for 60 months no one ever said that the contract automatically renewed after the first one expired I have decided to go with a different company for security system I have tried to cancel them automatically taking payment but they continue to say I am in contract no one has been able to explain why they cant cancel it now they want me to pay for the remainder of contract

  Business Response

  Date: 03/08/2024

  Thank you for bringing this to our attention. This is being reviewed and we should have a resolution for you shortly.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21387555
  
  I am rejecting this response because:
  I had to pay the rest of the contract amount. Very poor customer service from this company the guy named ***** talked down to my wife but he would never talk to me about it. If anyone ask me about using this company I will tell them not to find someone else 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2024

  The account has been reviewed and canceled. Please let us know if you need anything else.

• Initial Complaint

  Date:03/04/2024

  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.

  On January 3rd 2024 a ********************* With Alder Security systems contacted me stating that he was oustide my home to update my security system keypad here in ***** *****. he informed me that Alder security had purchased Alert 360 accounts for my area because Alert 360 had no representation for ***** any longer and that Alder would be handling all customers going forward and we needed to switch over to his company. We went ahead with the install and signed up. I became suspicious and contacted Alert 360 to find out that we had been lied to we had been duped and 360 was not purchased by Alder. There was no reason for us to cancel with 360 as a matter of fact he stated the he would close out our account for us and had us complete a form to close out my account, this was not done. We contacted Alder to report the shady sales rep. and to cancel and the refused to do so, we had gone past the 30 day window by about a wee. My son tried calling ********************* and left a message we got no response. Tried calling again he had blocked the number.I am a 88 year old woman in bad health who is a victim of fraud from a deceptive sales person. I would my contract to be cancelled.

  Business Response

  Date: 03/08/2024

  I have spoken directly to ************** and we are currently working on a resolution.

• Initial Complaint

  Date:03/04/2024

  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 would like to cancel my account, but they want to charge me a $2000 cancellation fee. They claim sent an autorenewal contract in the mail, that apparently did not require my signature. I never received this contract. I have been with this company for over 7 years and want to service turned off. I am 75 years old and no longer need this service and I live on a fixed income.

  Business Response

  Date: 03/08/2024

  I personally called ************** at both numbers that we have on file and I also emailed her asking her to get back to me so we can discuss a resolution. Please have her return my calls. My direct number was left on her voicemail.

• Initial Complaint

  Date:03/04/2024

  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 applies deceptive practices and clearly under-deliver on service. My accounts are #****** and #******. I am a senior citizen in a small rural town in **. I have 2 Alder systems for almost five and a half years. 1 for ea of my properties. Installations were on 10/01/2018. I was referred to Alder by a relative that had been approached by a door to door salesman. Salesman touted that the monthly premium would never increase. He never mentioned that there was a contract for the installation/monitoring. As with any system/service failures, I contacted Alder for technician/service. If/when the technician came out, the technician would request that I sign his tablet to acknowledge the service provided. The need for service was increasingly greater and the response from customer service was less favorable. At times, technician did not show for appt. I discovered that premium increased. Contacted Alder & was told was a 60 month contract and that Alder require 90% payout for each of my two accounts to end business w/ them. Alder says contracts renewed for another term. Alder want payout of $1099.64 for each of my accounts. The two accounts auto-renewed early for another 60 months. The auto-renewals done prior to the exp of the initial 60 mo period and without my consent. I would never agree to a 5 year contract. Nor would I have renewed it, let alone renew early before the conclusion of the initial term. On 02/12/2024, I requested of Alder an email with the cancellation process and amount due in writing. Email address was confirmed and I was told that email was sent while we were on the call. To date, no email received. What I am requesting now is the immediate cancellation of the deceptively placed early renewals that I did not sign/authorize for my two accounts and that the cancellation fee of 90% balance payment requirement is waived, resulting in a zero balance and complete cancellation for both of my accounts (#****** and #******).

  Business Response

  Date: 03/05/2024

  I called **************** to discuss the allegations but I was unable to reach her. A voicemail was left with my direct number. Please ask her to return my call so we can discuss a resolution.

• Initial Complaint

  Date:03/04/2024

  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.

  Alder applies deceptive practices and clearly under-deliver on service. My Alder account number is #******. I am a senior citizen in a small rural town in **************. Ive had an Alder system for over six and a half years. Installation on 08/17/2017 was the result of a walk-up approach by a door to door salesman. The salesman touted the fact that the monthly premium would never increase. At no time did he mention that there was a contract for the installation/monitoring of the Alder Security System. As with any system/service failures, I contacted Alder for technician/service. If/when the technician came out, the technician would request that I sign his tablet to acknowledge the service provided. As time when on, the need for service increased and the response from customer service was less favorable. My system was out for extended periods of time. Ultimately, I discovered that the premium had indeed increased. Contacted Alder and learned that there was a 60 month contract and that Alder is requiring me to pay 90% of the balance of my account to terminate business with them. Alder stated that the contract renewed for another term. I would have to payout to close my account or have someone else assume the contract. Additionally, the account had been auto-renewed early for another 60 months. The auto-renewal was done prior to the expiration of the initial 60 month period and without my consent. First of all, I would not have entered into a 5 year contract. Nor would I have renewed it, let alone renew early before the conclusion of the initial term. Lastly, if I am dissatisfied, why would I burden someone else with taking over the contract? What I am requesting now is the immediate cancellation of the deceptively placed early renewal that I did not sign/authorize for my account and that the cancellation fee of 90% balance payment requirement is waived, resulting in a zero balance and complete cancellation for my account (#*******.

  Business Response

  Date: 03/05/2024

  This complaint has already been filed. This is a duplicate. We will work on resolving the original.

• Initial Complaint

  Date:02/29/2024

  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.

  April 2021, I relocated to a major city for a new job. When signing up for utilities, I was offered Alder Security. I was a single parent and new to the area, so I decided to give Alder a try. When the sales rep spoke about the service, there was ABSOLUTELY NO mention of a contract. This is my biggest complaint. They did not inform me of a contract! I received the equipment and followed the set up steps, but the equipment did not work, the door and window mechanisms malfunctioned often. I reached out to company, but the issues were not resolved and the equipment never operated as I was informed it would. At that time, I attempted to cancel, and was informed about the extended contract I had been placed in. I was livid, because the sales rep never mentioned any contract, and since this was my first time having a security system, I didn't know to ask. I had no idea they had a credit checking system or a renewal period. By now, a year has passed with no resolution. It was at that time an Alder rep reached out to me about payments. I explained that the service didn't work, I needed this contract to end. He first response was "if I cancel, the remainder $1500 of the contract was due at the time of cancelation'. The rep explained that he could cancel the contract for me. Upon Further investigation, I realized the sales rep never canceled the contract, but instead renewed the existing contract that I already had, adding an additional $3000 dollars to my account with **********************. This company doesn't initially disclose contractual obligations , and auto renewed even though I expressed my desire to cancel. Recently, I noticed they were still charging me for service. When I called again to cancel, they informed me that they won't cancel unless I pay them the remainder of the contract, $2000 now. If I don't pay, it will auto-renew. They are in the business of robbing consumers. Cancel services and all financial obligation for future payment is my request.

  Business Response

  Date: 03/05/2024

  I called ************************ to discuss the issues in her complaint but I was unable to reach her. A voicemail was left with my contact information. Please have her return my call so we can discuss a resolution.

• Initial Complaint

  Date:02/29/2024

  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 signed a 36 month contract with Alder in January 1st, 2021. Had minimal issues with their service for three years. Today, when I went to cancel due to an upcoming move, they repeatedly tried to sell me new equipment and keep me on contract. I eventually got them to accept that I would not be keeping their service at which point the person on the phone, ******** believe, told me I would have to pay 90% of the remaining contract which he said had been auto-renewed until 2027. The amount to cancel would be $1070.69. I requested to speak to a manager and she told me the same thing. I never signed or saw this renewal contract and would not have agreed to such. I had no idea the kind of company this was and am now faced with two terrible options. Keep them or pay a ton of money to cancel. I even offered to return their equipment and pay an additional month but to no avail.

  Business Response

  Date: 03/05/2024

  I called **************** to discuss the complaint but I was unable to reach him. I left him a voicemail with my direct number. Please have him call me back so we can discuss a resolution.

• Initial Complaint

  Date:02/28/2024

  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 applies deceptive practices and clearly under-deliver. My aunt (*************************** #******) and mother (********************* #****** and #******) have Alder systems. *******'s installation was on 08/17/2017. ******* referred her sister, ****, to the Alder salesman. **** had systems installed on 10/01/2018 in each of her two properties. Both **** and ******* are senior citizens and neither of them recall the salesman mentioning a 60 month contract for the installation/monitoring of the Alder Security System. They recall the salesman saying that the price would never increase. **** and ******* found out that the premium did indeed increase and service was not great. Contacted Alder to learn that there was a 60 month contract and that they both needed to pay 90% of the balance to get out of the contracts for each of the three systems. Alder stated that the contracts renewed for another term. **** would have to payout $1099.64 for each of her two locations. Also all three of the accounts had been auto-renewed early for another 60 months. The auto-renewals were done prior to the expiration of the initial 60 month period and without consent by the homeowners. It is no coincidence that the same deceptive practices have systematically been applied to all three of the accounts. On 02/12/2024, we requested an email with the cancellation process and amount due in writing. Email address was confirmed and we were told that email was sent while we were on the call. To date, no email received. **** and ******* have been with Alder long past the initial **************************************************** existence. What they are both requesting now is the immediate cancellation of the deceptively placed early renewals that they did not sign for the three accounts and that the cancellation fee of 90% balance payment requirement is waived, resulting in a zero balance and complete cancellation for all three accounts (#******, #****** and #******).

  Business Response

  Date: 03/01/2024

  Thank you for bringing this to our attention. The claims are being reviewed and we will be in touch with you soon.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21362004
  
  I am rejecting this response because:  The response is acknowledging the complaint and indicating that the business will review the claims.  The response does not offer a resolution.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2024

  We have spoken directly with the parties involved and several adjustments were made to the accounts to accommodate the customers.