Burglar Alarm Systems
AlderThis 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
- 993 total complaints in the last 3 years.
- 132 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/15/2024
Type:Service or Repair IssuesStatus: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 mom (*************************) ordered an SD card for our doorbell camera from this company early December. Because we noticed that the video footage wasnt saving but would save on our other cameras. My mom called back maybe a week later because our doorbell camera stop working. After doing the troubleshooting, they told us to send the doorbell camera back and they would send us another one. This was before Christmas. I sent the doorbell camera back on Dec 26 they received it on Dec 28. We have called numerous of times about our doorbell camera all they are saying is in high demandWe called recently about our side camera wont stay up. Someone was supposed to come out to our home on Tuesday but we was recently told they would come on Thursday! We was offered $5 in compensation for not having a doorbell camera going on a month. We live in a high crime area. We had a total of 3 cameras. One working fine, one wont stay up, and the other was sent back! We called regarding my side camera because the camera wont stay up AT ALL!Business Response
Date: 01/18/2024
Thank you for bringing this to our attention. This issue is being reviewed and we will be in touch with you soon.Initial Complaint
Date:01/13/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been in business with Alder for over 7 years. Over a year ago, we started having issues with our camera. My husband contacted them to have a technician come take a look. Several weeks later, they finally sent a technician by the name of *******. He came in May of 2023. He showed up at 7:30 PM. He stayed for a few minutes and then informed us that it was late and he was leaving, but would be back the next day and left two cameras. It is now January of **** and he has yet to return. There were many appointments that were made by Alder and then canceled. Or just plain no call no shows. One day they even sent someone without letting us know and we told them we were working but could be there within 15 minutes. They said that they would not be willing to wait. Finally my husband talked to someone higher up (by the name of *******). He told my husband that we were still under contract and my husband told him that we werent because the 5 years was up and we just wanted to cancel bc we were paying for a service we werent receiving. He agreed and said that we could continue paying month to month and NOT be under contract. He said he would put it in our chart. Its been a nightmare ever since because guess what..we still dont have working cameras and now they are saying ******* doesnt exist and we are under contract. We have been told multiple times that a supervisor would call us and it hasnt happened. This company is a scam. We have since stopped payment by our bank (because again, we were paying for services that have not worked for over a year) and they keep sending us notices that WE owe THEM money. Its laughable at this point. HORRIBLE company.Business Response
Date: 01/16/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.Initial Complaint
Date:01/12/2024
Type:Product IssuesStatus: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 security service started in June 2020, I want to cancel service and issued a refund for all the months I was charged for services not being rendered due to the Alder home security App and camera not working.Business Response
Date: 01/16/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.Business Response
Date: 01/16/2024
Thank you for bringing this to our attention. We will be in touch with you soon to discuss a resolution.Initial Complaint
Date:01/12/2024
Type:Order IssuesStatus: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 mother passed away on 9/26, I have contacted the company twice to cancel her alarm system. I have a copy of her contract but I also know that if someone is deceased then they have no income. They have provided me with 2 options to cancel since the contract that my mom signed actually includes "death" as a reason for default. My two options are - find someone else to take over the contract or pay 90% of what is left on her contract to have it cancelled. I advised the home is empty, I would like to return the equipment. I do not have someone to take over the contract or the means to pay 90% of the remaining contract. Her bank account has now been closed and they will receive no funds. I simply don't understand how I am trying to return their equipment, I don't care if she is in default, they will not be paid by anyone. They actually said her account will remain active and will not remove any billing information. How is this even acceptable?Business Response
Date: 01/15/2024
Please provide your mother's account information so we can help you.Customer Answer
Date: 01/16/2024
Complaint: 21138146
Yes, her account number is ******. I would like the funds that have been withdrawn after 9/26/2023 to be refunded and the account closed. I am willing to send back the equipment if a shipping label is emailed to me as well.
Sincerely,
***************************Business Response
Date: 01/18/2024
Thank you for providing this additional information. This issue will be reviewed and we will get back to you shortly.Customer Answer
Date: 01/25/2024
Complaint: 21138146
I am rejecting this response because:not rejecting, only responding that I am waiting to hear back from the business.
Sincerely,
***************************Business Response
Date: 01/25/2024
The account was reviewed and it has been canceled. Please contact us directly if you have any questions.Initial Complaint
Date:01/11/2024
Type:Product IssuesStatus: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.
September 19, 2023 was my first email of a signed cancelation notice that was email from the company. Constantly took money out of my account. Don't havr no system om my door nor windows. The system doesn't alarm. I have other means of protection..Dont want the alarm system anymore after five years.Business Response
Date: 01/16/2024
The account has been canceled.Customer Answer
Date: 01/16/2024
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:01/11/2024
Type:Service or Repair IssuesStatus: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 been trying to cancel my contract with Alder security for two years now. However, I still have 33 months left on the contract. Unfortunately, my boyfriend passed away in March, and a result, I have moved out of my previous home where I initially required these services. Upon contacting Alder, I was informed that in order to close my account, I would need to pay a hefty fee of $1,000. Moreover, I don't have anyone to transfer these services to. Considering the unique circumstances surrounding my situation, such as the death in my family, I believe that the company should show some compassion and be willing to forgive the cancellation fee.Business Response
Date: 01/16/2024
We tried calling to discuss this but we were unable to reach you. We are unable to cancel the account at this time but we are happy to discuss other options to accommodate your situation. Please return our call or you can reach me at ***********************************Initial Complaint
Date:01/11/2024
Type:Product IssuesStatus: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.
Hello:
This company is in breach of my contract. My security system was offline for many months in 2022 and 2023. They replaced the security panel in the summer of 2023. It went offline again August 2023 and I reported in on September 30, 2023. It is still offline as of today. We had a tech scheduled to come out on December 26, 2023, but Alder cancelled it and they have not rescheduled a new date. The equipment does not work, the monitoring does not work, yet they continue to charge me. None of their numbers work in Orem, Utah work, and none of their emails in Orem, Utah work either (no responses). This company defrauded us and sold us defective equipment. It does not offer equipment that works. We have not filed a lawsuit yet. Thank you.Business Response
Date: 01/16/2024
Thank you for bringing this to our attention. We will call you soon to discuss this and find a resolution.Customer Answer
Date: 01/16/2024
Complaint: ********
I am rejecting this response because: See attached. System is still offline and I am still being charging for a monitoring fee when monitoring ceased in October of 2023.
Sincerely,
******* *****Business Response
Date: 01/17/2024
Thank you.Customer Answer
Date: 01/18/2024
Complaint: ********
I am rejecting this response because:"Thank you" is not a resolution. We want our contract ended immediately without harm.
Sincerely,
******* *****Business Response
Date: 01/24/2024
The manager of this department has been trying to reach you to discuss this. Please return his call.Customer Answer
Date: 01/25/2024
Complaint: ********
I am rejecting this response because:January 25, 2024
Dear Alder Holdings, LLC:
If a manger tried to contact me, then please provide the
number he called from so I can research it. In looking at my call history, no
one has attempted to call. Alder also has not responded to any of my emails.
They have not responded to any of my certified letters. I have all of Alders numbers programmed into my phone --
show me a screen shot of the outgoing call to my number and maybe I might
believe you. Also, my phone is not set to filter unknown callers. My number: ###-###-####.I have issued you a Letter of Intent to Sue & Demand.
It’s very simple – immediately release me from my contract without harm and we
will go our separate ways. You don’t even have to give me back the money you
took from me by charging me a monitoring fee when there is no functioning alarm
system in place.If not, I will gather the thousands and thousands of same
complaints across the US and file a class action lawsuit against Alder
Holdings, LLC. Thank you.Sincerely,
******* *****
Account#: ******Business Response
Date: 01/26/2024
We have given you 5 months of free service to compensate for the downtime. A scheduling agent will be in touch with you soon to schedule a time for a technician to come to your home.Customer Answer
Date: 01/29/2024
Complaint: ********
I am rejecting this response because:We have an appointment scheduled for March 7th. We will wait until them to see if anyone repairs our system.
Sincerely,
******* *****Initial Complaint
Date:01/10/2024
Type:Service or Repair IssuesStatus: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 ordered new security equipment Nov 1, 2023. Explained I was in an unsafe situation. They would not schedule an appointment to where I would be home during installation as required and then they never showed up for the appointment they did schedule and have ignored every call I have made and email I have sent. They keep saying they have no availability for appointments for installation and yet they are charging me for the new equipment and the services. I also explained my back door sensor had broken and my front door camera no longer works they have no come to fix it. I asked many time to be let out of my contract since they have not fulfilled their end and they said it would be a $4k penalty charge.Business Response
Date: 01/12/2024
Thank you for bringing this to our attention. This issue is being reviewed and we will be in touch with you shortly.Initial Complaint
Date:01/10/2024
Type:Service or Repair IssuesStatus: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 security is not working on my door and windows. Ive called tech support several times to no avail. They refuse to come to my house and rectify my problem. Im a senior citizen. I pay my bill every month. I need someone to come and fix the problem with my system.Business Response
Date: 01/12/2024
Thank you for bringing this to our attention. This issue is being reviewed and we will get back to you soon.Initial Complaint
Date:01/10/2024
Type:Service or Repair IssuesStatus: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 security system on the right door since November 2023. I received a replacement sensor and installed it. System is still not working. Ive done troubleshooting with tech support twice via telephone. Still not working. Alder refuses to send a text support specialist to assist and/or rectify the problem.Business Response
Date: 01/12/2024
Thank you for bringing this to our attention. Your claims are being reviewed and we will be in touch with you soon.
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