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

994 total complaints in the last 3 years.
132 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:02/22/2024
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.
My father in law was sick with cancer and elderly. Got put in a nursing home for final days. On 12/23/22 his house was broken into. On 12/26/22 spectrum cable who was the cable provider referred us to Alder Security. I signed up roughly 12/26/22. I luckily got a 1 year contract. Usually it's 5. I guess I got lucky. Anyhow, fast forward 12/2023 I call in and request to cancel. I was reassured my contact was over end of December 23. Jan 24- auto pay to Alder went unnoticed, Feb 2024 auto pay to Alder- Noticed. Called. Spoke to several agents who stated since no cancel letter was given I got auto renew for another 5 years. Like what?! I didn't even want the service after 2 months since the door sensors are not compatible with my doors. But I did fulfill my 1 year contract. How can someone auto renew a person 5x the original contract. How is this legal. I need help with this. Consumers, beware of this company. I did put stop payment but they just said it will go on my credit. I just want my contract canceled today 2/22/2024. I want no more dealings with a scam company. Please help.
Business Response
Date: 02/27/2024
We have spoken directly with **************** and we are currently working on a resolution with her.
Initial Complaint
Date:02/19/2024
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 am writing to lodge a formal complaint against Alder Security for issues relating to unauthorized contract renewal and billing despite my explicit requests for cancellation. Over the course of the year, I have made multiple attempts to communicate with Alder Securitys customer service to ensure that my contract would not auto-renew. Each time, I was assured that the auto-renewal feature was turned off and that my contract would not be extended without my consent.Contrary to these assurances, I was dismayed to discover that my contract had been renewed without my authorization, and I have been billed accordingly. This has occurred despite my diligent efforts to prevent such an outcome, including but not limited to phone calls wherein I explicitly stated my desire to terminate my services upon the contract's expiration.This situation has not only caused me undue stress and financial strain but has also eroded my trust in Alder Securitys commitment to customer satisfaction and ethical business practices. The lack of response and action from Alder Securitys side, despite clear communication on my part, reflects poorly on their customer service and respect for consumer rights.Desired Resolution:I am seeking the following resolutions to my complaint:Immediate cancellation of my renewed contract without any penalties or additional fees.A full refund of any charges made to my account after my initial request for cancellation.An explanation from Alder Security as to why my requests were ignored and measures to be taken to prevent similar issues for other customers in the future.I trust that the BBB will assist in mediating this dispute and help achieve a fair resolution. I am prepared to provide any necessary documentation to support my claims.Thank you for your attention to this matter.
Business Response
Date: 02/20/2024
We were unable to locate your account using the information provided. Please send us your account number so we can assist you.
Initial Complaint
Date:02/16/2024
Type:Billing 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.
This complaint is based on negligence of Alder Security not providing technical support for our system with Acct# ****** and a customer since ******* in the past year and a half had cameras failing and my newly purchased batteries discharging from camera An Asian technician informed me that the model of camera had been on the End Of Line (EOL) list and needed replacement with new models at which I was to purchase Receiving no information from Alder and to replace product upgrades is NOT my problem and its company responsibility
Business Response
Date: 02/23/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 03/21/2024
I have an existing discrepancy on my current account
For 8 months or more I have had no camera ( 3 ) operable.
According to Alder personnel they are on the *** end of line and that I am responsible for the purchase of said equipment which are updated and newest device
I have not only had camera issues I have had to replace seven ( 7 ) batteries for discrepant cameras
I have had good results with my system prior to this and I am not satisfied as of now
I now receive late notification of payment on my account
To continue my payment I want my cameras replaced with updated ones , 6 spare batteries
and technical support for an ******** technician
Alder customer
Ed and *****************************
2 *********************
********** ** 40391
************
Business Response
Date: 03/22/2024
Thank you for bringing this to our attention. We have spoken directly with the ********** and we will be sending someone to there home shortly to resolve these issues.
Customer Answer
Date: 04/01/2024
The response from alder to send a technician to change the cameras for new and updated ones
I advised the Alder person ( ****** ) thats an acceptable offer and I will accept this decision
I said this with a professional
person giving his word
I am still waiting some form of response to this issue

*********************
***********
Business Response
Date: 04/02/2024
This states the complaint has been closed but it is still asking for a response from me.
Business Response
Date: 04/03/2024
I believe our scheduling department scheduled an appointment with this customer, so I believe this has been resolved.

J. *************************
Alder | Compliance Manager
O: ************
Alder.com
Initial Complaint
Date:02/13/2024
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 gained my account ****************** on October 28 2022. I now would like to cancel my account due to not being able to use the app established to monitor my security along with being charged for a service I havent been able to use the entirety of using it.
Business Response
Date: 02/15/2024
We called **************** to discuss this but we have been unable to reach her. A voicemail has been left. Please have her call us back at her earliest convenience.
Initial Complaint
Date:02/12/2024
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.
This is the most corrupt company I’ve ever engaged with. Just look them up on Google prior to them scamming you. They have lost court cases for deceptive practices and even been fined by the govt. The salesman that showed up at my door first came to my home after he was told not to by my wife. Something I was not aware of prior to engaging. The salesman then proceeded to verbally go through agreement in which he lied about the terms of that agreement. This is a common practice hence why they lost a court case to ADT for deceptive sales tactics to adt customers which I was one.

Since then I have tried to cancel multiple times due to moving out of my home April of 2022 and they continue to bill me.

If they bill me again I will have my attorney file a civil grievance against them in which I’m sure we will win based off multiple cares they have lost in court already for scamming people.

Bill my account again and I will sue you.
Business Response
Date: 02/14/2024
The contract we have with Mr. ***** does not end until June of this year. This is why he has been unable to cancel. The account is also significantly past due. We cannot cancel at this time. If he wishes to work something out regarding the past due we will be happy to discuss.
Initial Complaint
Date:02/10/2024
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.
In June 2023, some young people were going around selling security system from Alder. I am a 56 year old female and live alone. They were talking about recent break ends and fear tactics. I wanted to think about it, but they said, their boss, ***** was going to be in tbe area for 15 minutes. They were pushy and deceiptive. ***** made everything sound so great, so I aggred to have it installed. He told me I would pay $36.00 a month and told me to sign about putting in the system. He gave me a receipt and a Welcome to Alder booklet and nothing else. He gave me his number and told me to call him if I needed any assistance. They claimed to have added protection to my windows. I had this checked this year and there was nothing on my windows. I had a new front door replaced and needed another sensor. I called *****. I left messages, but he never called back. In February, ****, my system kept beeping. I called ***** and left seceral messages, but he never called back. I had to ****** their customer service number. A man told me that my battery on the sensor was low. So he sent new sensors. When I called back asking for sensors, the sensor fell on the floor and broke into pieces. They said they would send another one, but I said I am not going to **** going through this, so I said cancel. Now, they want to tell me that I had a contract and would have to send a cancelation form, along with ****! I never got a copy of any agreement and was never told this! I tried to seek a solution. I talked to ************************* who was supposed to call me back with a solution, but she never did! She did apologize and admit that they could do things better. Another lady called and told me, I could pay $900.00 and be done. I said it would have to be much lower than that! Then, another lady called me and said my payment was late. I stopped auto pay from my bank. Four days late and she wanted to harrass me at work! If a reasonable solution is not reached, I will seek legal action
Business Response
Date: 02/13/2024
We have tried reaching ************** to discuss her concerns but we have been unable to get in contact with her. We will continue to reach out to her.
Initial Complaint
Date:02/09/2024
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.
February 9,2022 I signed up for Alder under a ********************* March 2023 my sensors kept malfunctioning and they sent a technician. I wasnt at home at the time but did have workers ( handyman, gardener ) here to let them in.The sensors worked for a couple of months and them began making the alarm go off and then the panel kept losing signal etc. I had already decided to not to renew my contract so I never called for a technician.Yesterday February 8,**** I called to cancel my contract (it expires 2/9/24) they informed me that my contract doesnt end until March ****.After I found my contract that clearly states 24 months I called back and had the unpleasant pleasure of speaking with ****. He has to be the most condescending,arrogant, man to walk the face of this earth. He TELLS me that I signed a contract for an additional 3 years when the service tech came in March. And if I wanted to cancel I would have to pay 90% of the remaining contract about $1200-$1500. I informed him that I was not at home that day and no I didnt sign anything. He basically tells me too bad (Im paraphrasing) that there is a signature and that my contract is valid until March ****.. How is this even legal?? Can I sign my name on someone elses contract that they dont want and make them liable? I dont think so! I dont recognize the signature, I dont know who signed it, but it wasnt me. I want my contract cancelled as of today February 9,**** and a refund of $54.99 that was auto payed for February ****
Business Response
Date: 02/13/2024
We have spoken directly with ******************** and resolved her concerns. Thank you.
Customer Answer
Date: 02/13/2024

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.

Sincerely,

***************************
Initial Complaint
Date:02/08/2024
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 October 9 2023 a technician came out to service are alarm system and fix a broken sensor from a year before another technician broke. After updating the system I noticed a few weeks later that my alarm was triggered and no one was responding on the intercom. So I called them and they walked me thru several steps for a few hours and couldn’t get it to work so alder was going to send out a technician in November. The date came and past and no one showed up so I call them back a week later and they apologized and said they would get to the bottom of it and call me back gave me credit for November and December. No one ever called back so I called again and told them to cancel service. Then in January the tried to do an automated withdrawal out of my account and I disputed and the bank returned my monies. I called again and told them to cancel and that turned into an hour long conversation on how they would send someone out. And then on February 6 the phone calls started about me having an outstanding balance. Probably about two a day and again told them I want service canceled and again the run around they said that even though I told them to cancel that there is still an open ticket and I would continue to get charged for service. Even though it’s not working so again I asked to be canceled. So Wednesday when they called a gentleman said that he would credit my account and cancel service. Then today Thursday February 8 2024 they called yet again about my outstanding balance of $60.00. I told them that I had talked to the gentleman the day before to cancel service and then they told me that when they came out in October that I was under a new contract. At this time I was out of state and my daughter in law was here and she didn’t sign no contract either so now they want to charge my a cancellation fee my contract I orginally signed was for 5 years in 2015 I believe. I just want service to be canceled and all the calling to stop
Business Response
Date: 02/13/2024
The account has been canceled.
Initial Complaint
Date:02/08/2024
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.
They are supposed to be a security company. I am paying for the monitoring service as well as a door bell camera, motion sensors and smoke detector. Since i started with this company i have had nothing but problems with the system and i am paying for equipment no longer in my house. I have called several times to cancel the service or fix the problems and i have to pay for a "tech" to fix issues but nothing works or is compatible with my wifi. They sent me a new doorbell camera and i explain over the phone that i have 5G internet and they sent me a 2G camera. I returned the camera unopened and paid for the shipping. I did try to work with the company by getting 2G Hotspot but that still did know fix the issues. The smoke detector would go off for no reason the motion sensor fell off the wall and doorbell camera was uncompatible with the system even before i started using their system. The only piece that worked was the key pad. I work 60+ hours a week and wanted a system to help in case my parents who are elderly needed medical assistance but this company is crap and gave me no piece of mind
Business Response
Date: 02/09/2024
Thank you for bringing this to our attention. This issue is being reviewed and we should a resolution for you shortly.
Customer Answer
Date: 02/10/2024

Complaint: ********

I am rejecting this response because: they have not cancelled my service or taken the equipment out of my house. I have stop using their service as of 2/8. I willing to pay a portion of what they want to cancel their service just to get them out of my house. They have a signed docment with this statement.

Sincerely,

******** *****
Business Response
Date: 02/14/2024
We spoke with Ms. ***** and offered her credits and a reduced monthly rate due to the doorbell camera. She wants to pay $500 to satisfy the remaining $1646.73 left on the account. We can't accept that.
Initial Complaint
Date:02/07/2024
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.
I entered in an agreement for security services on 12.14.23, with Alder. Their local rep, John H***** ###-###-#### and his tech, Justin B***, came to my house to sell and install the system. John originally quoted me $39.99 for the system. My neighbor referred him and he also quoted her $39.99. We discussed what services and equipment were included and I asked multiple times about a thermostat control panel for my HVAC unit. He said he would need to charge me more to include the panel and I agreed. I made it clear that it was important to me to be able to control my heat/AC remotely since I travel for work. He increased the monthly rate to $44.99 to account for the thermostat and said he didn't have one on his truck but he would be back to install it after the holidays. The contract was digital on a phone type device and he had me sign off saying I received everything. He then coached me to say that he completed the job on the follow up survey that I had to answer while he was sitting there. I started calling him on Jan 20 and left messages and texts asking about the panel. He didn't return any of my calls or texts. I called Alder ###-###-#### several times trying to get resolution and they said they don't even sell an HVAC control panel. I called again on Jan 25 and was transferred to Allan, the account manager. I was on the phone over an hour with him and I asked to be released from the contract since the company was not able to provide the goods/services I agreed to and paid for. Allan said he would need to investigate further and I gave him John's number. Allan was supposed to call John and follow up with me. I've tried calling Allan again but he is not taking my call.

I'm stuck in a 5 year contract that doesn't offer the HVAC control panel. I wouldn't have signed up with them if I had known they didn't have it. I would like out of the contract to find another company that can offer the product and services I need. Customer ID # *******
Business Response
Date: 02/09/2024
Thank you for bringing this to our attention. This is being reviewed and we should have a resolution for you shortly.
Customer Answer
Date: 02/12/2024

Complaint: ********

I am rejecting this response because it is only an acknowledgement that they are reviewing my complaint. It is not a resolution.

Sincerely,

****** ********
Business Response
Date: 02/14/2024
The complaint has been reviewed and a manager will be in touch with you soon to discuss a resolution.

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Alder is NOT a BBB Accredited Business.