Business Profile

Burglar Alarm Systems

Alder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

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 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:01/08/2024
Type:Service or Repair 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.
We have contacted them several times this last week about the system not working. We believe the new security panel was not working when they installed in October. It was to be an update but we have had nothing but problems and now it is not working at all. I have called three days on a row and can not get them to send a technician to work on problem. This morning I called and informed them I want out of contract. They are telling me I have to call an account manager on Monday to close account. Monday I will go to bank and cancel automatic payment. This company will not provide service to customers except over phone. Will not send technician. I told gentlemen this morning if we are kept in this contract will contact my lawyers and file major lawsuit. Tired of the runaround on service. Was told they dont like older citizens. Thank you for your help on this matter.
Business Response
Date: 01/12/2024
Thank you for bringing this to our attention. This issue is being reviewed and we will a response for you shortly.
Customer Answer
Date: 01/12/2024

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:01/07/2024
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.
If zero or negative stars was an option. Alder would definitely qualify!!This company does not even deserve one star!! They scammed my 80 year old mother into signing a new 60 month contract saying it was a system update!!! She doesn't even remember signing a new contract. She had no plans to sign a new contract because of the poor service and equipment. They refuse to cancel the contract. We have to pay $1800 to cancel.They did the update and installed new equipment. She thought she was signing a work order, but it was a new 60 month contract ! It worked ONE day! They scheduled an appointment to come fix it in a month! Window was 10am to 1pm. We sat and waited. No show and no call.Meanwhile. My mom had a stroke, fell and could not use her medical alert button because the entire system is not working. Fortunately. I was there and able to call 911 and get her to a hospital. She could have died!The customer service manager was so rude and condescending. I thought my mom was going to have another stroke just dealing with them.HORRIBLE COMPANY.
Business Response
Date: 01/09/2024
The account has been canceled as requested. Please contact us directly with any questions.
Initial Complaint
Date:01/04/2024
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 is trying to enforce a contract for monitoring service when they didnt deliver the monitoring equipment. I have been unsuccessful in getting a resolution from the company and they are continuing to attempt to withdraw the $45.99 monthly fee from my account.
Business Response
Date: 01/12/2024
Thank you for bringing this to our attention. We are reviewing your claims and we will have a solution for you soon.
Customer Answer
Date: 01/12/2024

Complaint: 21035930

I do not want my case closed until I receive a satisfactory answer. I look forward to hearing from the business regarding my issues.

Sincerely,

*************************
Business Response
Date: 01/17/2024
This has been escalated to the technical support manager and he will be contacting you to get this resolved.
Customer Answer
Date: 01/18/2024

Complaint: 21035930

I am rejecting this response because:
I will listen to the technical manager but at this point I would like to cancel my service as I am no longer interested in doing business with this company.
Sincerely,

*************************
Business Response
Date: 01/18/2024
Please speak with him when he calls. He will discuss your options with you.
Initial Complaint
Date:01/03/2024
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 opened an account 9/2022 without the knowledge that the contract was for 5 years as the rep did not disclose this. My equipment malfunctioned 4/23 with constant false alarms while I was home/at work. I contacted tech support and attempted to fix the equipment following their instructions. It failed and I asked to be transferred to cancel my account. They told me that **** was closed for the day and they would return my call. Never happened. I paid for the non-working system for months. I never unplugged the box but also never armed it because it wasnt working properly. I recently had an issue with my card/canceled for fraud, that they were using for auto payments and they stopped receiving payments.They will not allow me to cancel my account, will not accept the broken equipment back, or send a technician unless I pay them. I have not used the alarm system since 4/2023 as the constant false alarms were a nuisance to my job and my personal life.Customer service was very unhelpful and only concerned with payment. Would not allow me to speak with a supervisor and would not give me direct answers to questions about service issues. It seems as though the company is very familiar with these complaints and knows how to work around the issues without financial compensation for a failed system.I need help to distance myself from this company without paying them nearly $3000 more dollars for a service that does not work and be associated with a company I no longer wish to be in business with due to their poor business practices.I have paid them over $700 but they will not settle my account unless I pay them for another 4 years at $50 a month or transfer my account to another willing victim.
Business Response
Date: 01/05/2024
As you have requested that we not contact you, we will respond directly here. We have no record of false alarms being mentioned to us until two days ago. We are happy to get this fixed. We can send a technician or replace the faulty equipment. Please let us know what part of the system is having problems so we can this fixed quickly.
Initial Complaint
Date:01/02/2024
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 was offered a Home Security for my home apartment after being referred by the electric company. They offered a one month trial period and said I could cancel at anytime. Fast forward to the date I get the product after paying their fees for the equipment, September 7. After receiving it I decided to cancel immediately since I found the neighborhood safe after moving in on September 2nd. After a lot of them trying to keep me from cancelling and them telling me I had to pay a cancel fee of 40 bucks anyway, and needed to ship the product back anyway. I managed to finally get out of it. Is what I thought till a couple months later I find out theyre billing me and told me that since I didnt return their product on time, I didnt cancel during the trial period and was now stuck on their 60 ************* Package even though I havent used their product at all. When I asked to cancel they told me I had to pay 90% of those 60 Months immediately if I did. They already charged me several times after I cancelled and insist Im on their Contract despite them not notifying me at all. It is unfair and Id prefer to settle this in a way that doesnt affect my credit score since I barely make enough to live.
Business Response
Date: 01/05/2024
We still have no record of you returning the equipment which is why the account hasn't been canceled. If you are still in possession of the equipment it has been far too long to be considered still a "trial period." If you have returned the system please provide proof, as the label we provided shows it still has not been used.
Customer Answer
Date: 01/07/2024

Complaint: 21086157

I am rejecting this response because:
1. I was not informed that not returning the equipment during the trial period was acceptance and start of the 60 month contract period.
2. The contract does not explicitly state the fact above.
3. I explicitly stated my intent to cancel and your agents failed to provide adequate and satisfactory service or information.
4. I was neither warned or informed of the start of the contract period by call, text, or even email.
All of the above facts above pushes this beyond the realm of acceptance of your supposed binding contract and I am willing to compesate for the equipment but not willing to pay your ridiculous cancellation fee.
Any other response other than accepting my terms and nullifying my contract will result in a dispute with my local Attorney General.
Sincerely,

***********************
Business Response
Date: 01/10/2024
That is correct, if you do not return the equipment the account cannot be canceled without covering its cost. If you wish to cancel without returning the alarm system you will need to pay $500 to cover the equipment cost and the early cancellation fee.
Initial Complaint
Date:12/29/2023
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.
Feb of 2022, I contacted ********* to set up a new account after the account was set up, I was transferred to Alder Security for a special offer on a new home security system. They told me I would have to commit to a 2 year contract. I verbally agreed (over the phone) and set up a payment method with them. A few days later, I received the equipment and I set up everything up myself. After having the system for several months, I realized it is a waste of money and I dont need it; however, I continued to make the monthly payments to meet the terms of the 2 year contract I agreed to (intending to cancel in Feb 2024).I was contacted by Alder today (12/28/23) and informed a technician was in the area and could install a camera for me. I thought this was odd because they didnt install anything for me the first time.While on the call, I informed the sales person I was not interested in the camera and want to cancel my service. I was put on hold **** minutes and transferred an account manager. I told him I want to cancel my service. He asked a dozen of the same questions, phrased in different ways. I was put on hold another **** minutes then transferred to another account manager, asked all the same questions again, then put on hold another 10 mins The sales person would not cancel the service. He says, I agreed to a 60 month contract! He tells me I signed a contract in Feb 2022 and says he has my voice on a recorded line agreeing to it (which is completely false) I have not signed anything and would have never agreed to 60 months! I have never even met a representative from this company. The only communication I have had from them was the original phone call. He refused to cancel my account and said I would be charged over $1000 to do so. I will pay for the additional 2 months that I agreed to, but not more. Alder Security practices deceptive buisness techniques and they are cheating honest people. It has been a terrible experience.
Business Response
Date: 01/03/2024
Thank you for bringing this to our attention. We are reviewing the complaint and we should have a resolution for you shortly.
Customer Answer
Date: 01/03/2024

Complaint: 21069785

I am rejecting this response because I have not been offered a resolution to the issue.

Sincerely,

***********************
Business Response
Date: 01/05/2024
We have contacted ****************** directly. Thank you.
Customer Answer
Date: 01/08/2024

Complaint: 21069785

I am rejecting this response because there was not a resolution offered to me by Alder. I was sent a voice recording of a conversation that did not occur with only one word replies (the same word, in the same tone, over and over). I did not agree to a 60 month contract and I would have never agreed to those terms. I was also sent a copy of a contract with a signature on it that is not mine.
I will be satisfied when this contract is terminated. I will not be using Alder after that.
Sincerely,

***********************
Customer Answer
Date: 01/08/2024
This conversation did not occur. It is not me on the line answering questions in one word replies (the same word, over and over again). I did not, nor would I have ever agreed to a 60 month contract. Also, the copy of the contract sent to me has a signature on it that is obviously not mine.

It is absolutely absurd that a company like Alder promises to keep people safe and conducts their business this way. I have been repeatedly lied to. Alder is preying on and robbing innocent civilians. Alder is who honest people need protection from.

I agreed to a 2 year contract. I will be satisfied when an offer is sent that meets those terms. When that is received, I will never do business with Alder again.
***********************

Business Response
Date: 01/10/2024
We tried calling to discuss this but nobody answered. A response was sent directly to the email you originally sent **.
Customer Answer
Date: 01/12/2024

Complaint: 21069785

I am rejecting this response because I did not agree to a 60 month contract. I agreed to 2 years. Had I known Alder was this deceptive, I would not have even agreed to the 2 years. I do not know who they have on this voice recording, but it is not me agreeing to these terms.

Sincerely,

***********************
Customer Answer
Date: 01/23/2024
Alder sent me a copy of a contract with an E-Signature. It is not my signature as I did not agree to 60 months. I agreed to 2 years that is what was presented to me in the offer. I do not agree with these shady business practices.
***********************
Business Response
Date: 01/24/2024
No additional information was received. This is a repeat of the original complaint.
Customer Answer
Date: 01/26/2024

Complaint: 21069785

I am rejecting this response because my original complaint was not resolved. I want this contract terminated immediately.

Sincerely,

***********************
Business Response
Date: 02/07/2024
We have sent ****************** a recording at the time of the sale of him agreeing to the terms of the contract. The length of the agreement was explained to him clearly. We cannot cancel the account at this time.
Initial Complaint
Date:12/27/2023
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 have been asking for cancelation since Sept. 2023 due to system not fully operating. I was told I would have a tech out Nov 16, 2023, with no one reaching back out. I called again in Dec. 9th and 13th to see what happened to the cancelation, only to get another appointment for Jan.23, ****. I want to cancel service but are being told I have to pay to cancel another contract which I didn't sign up for which added more months on top of the 60-month contract that I didn't know I was on. All I did was add outdoor cameras not renewing a contract Sept of 2021. I explained I was told the cameras would ship for a fee and I would have to install because of no techs available (as always) in my area *******, **. Also explained that I am on disability and ******* said get a lawyer we can't cancel. But they have been getting monthly service payments since September. Overall unhappy with service provided due to system and outdoor cameras not working properly and misinformation. **************** reps haven't been any help. Please just cancel..
Business Response
Date: 12/28/2023
Thank you for bringing this to our attention. This issue has been escalated and we will have a solution for you shortly.
Customer Answer
Date: 12/28/2023

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 to close out account without penalty.

Sincerely,

***********************
Customer Answer
Date: 01/17/2024
I am not satisfied with your response from Alder due to me wanting my account cancelled/closed without penalty. I have been having issues since September asking for the account to be closed. I'm getting calls from different representatives 3 to 4 times a day now about payment. Please just close/cancel my service without penalty.

******
Business Response
Date: 01/17/2024
As we discussed, we can get a technician out there on February 1st and he can replace all the cameras and the panel and we will credit you for the downtime. If there are any issues going forward we will reconsider your request.
Customer Answer
Date: 01/18/2024

Complaint: 21062379

I am rejecting this response because: I want Service CANCELLED with no penalties, due to me asking since September and paid for services that isn't working properly from September until December. Getting the run around about a tech way back in November that never showed or called and representatives only documenting half of my issues and being rude.

Sincerely,

***********************
Business Response
Date: 01/18/2024
This is the most we can do at this time. Again, if there are any issues going forward we will reconsider your request.
Customer Answer
Date: 01/19/2024

Complaint: 21062379

I am rejecting this response because I want my account closed and cancelled due to not correcting the issue back in September

Sincerely,

***********************
Business Response
Date: 01/24/2024
Again, we feel that what we have offered is fair. If there are any issues going forward we will reconsider your request.
Initial Complaint
Date:12/23/2023
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.
Subject: Misleading Business Practices and Unfair Auto-Renewal Contract Terms with Alder Security Services I am writing to file a complaint against Alder Security Services regarding their deceptive and unreasonable cancellation fees. Misleading Sales Information and Hidden Contract Terms: In August 2021, I contracted Alder Security for their home security system. During the sales process, I was specifically informed that the service could be cancelled after the initial 24-month term. Notably, no mention was made of any associated cancellation fees after auto renewal. I learned that only after calling the campny, I have to pay 90% of the service fee for the remaining period even though I no longer utilized the service. I find this fee excessive and exploitative, especially considering the lack of upfront disclosure during the sales process. The cancellation fee after auto renewal was never explicitly mentioned during the initial sales. Unlike real estate leases or services requiring continuous investment, Alder Security simply provides pre-installed equipment. No ongoing financial or operational justification exists for such a restrictive cancellation policy. This practice by Alder feels predatory and traps customers in unwanted contracts. Request for Investigation and Government Intervention: I urge the BBB to investigate Alder Security's business practices and evaluate the legality of their auto-renewal clause and cancellation fees. This practice preys on unsuspecting consumers and contradicts reasonable industry standards. Additionally, I believe government intervention is necessary to protect consumers from such deceptive contractual terms and safeguard their right to exit service commitments without incurring crippling financial penalties. Furthermore, I encourage the BBB to explore potential resolutions for existing customers who have already paid exorbitant cancellation fees to Alder Security.
Business Response
Date: 12/27/2023
Thank you for bringing this to our attention. This issue is being reviewed and we will have an answer for you shortly.
Initial Complaint
Date:12/22/2023
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.
Alder came to us offering their service. Service that never worked. After 3 days I called them that I wasnt interested in their service. Mind you that we had a 30 day trial according to the guy that came, well Alder decided that it was a 3 days trial (very stupid that they think a service like that would only have a 3 days trial). We called again and they told us that it didnt work so they were going to cancel the service and returned our money back and they never did and still taking money out of our account and now when we call back 6 months later they went back to the same position like if we never talked and if they dont have the notes (they have the notes) so right now Im so mad that will be taking legal action about it.
Business Response
Date: 12/27/2023
Thank you for bringing this to our attention. This issue is being reviewed and we should have a resolution for you soon.
Customer Answer
Date: 12/28/2023

Complaint: 21047592

I am rejecting this response because:
I need a full refund and not an answer stating that they received the message and will look into it. I need a clear response and a full refund from all the months theyve been taking money from my account.

Sincerely,

***********************************
Business Response
Date: 01/02/2024
The request to cancel was made after the trial period, however, an exception was made by a call center manager in June to cancel if the equipment was returned. Since the equipment was returned the account will be canceled and we will refund all the payments that were made after the equipment was received which includes payment from July 22nd to today's date. The total refund is $347.94 and should appear back in your bank within the next few business days.
Customer Answer
Date: 01/04/2024

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,

***********************************
Customer Answer
Date: 01/25/2024
This is my 2nd attempt to collect MY MONEY from this scammers Alder. They promised they were going to return the money and the havent. Its been more than 6 months. AND WENT AGAIN AND TOOK MONEY OUT OF MY ACCOUNT!! I AM SICK AND TIRED OF THIS COMPANY STEALING PEOPLES MONEY!! PLEASE RETURN MY MF MONEY ASAP! IT WILL BE MY LAST TIME CONTACTING THE BBB BECAUSE I HAVE AN ATTORNEY ALREADY AND WERE GOING THAT ROUTE IF I DONT HAVE MY MONEY RIGHT AWAY
Business Response
Date: 01/25/2024
The check was approved on January 17th and mailed to ********************************. It should have arrived by now. Please confirm.
Initial Complaint
Date:12/19/2023
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 security had an agreement with me (which they never mentioned during their sells but somehow I signed it) to have a security camera for five years. I never received the camera but I have been charged for two years since Nov 2021. Now I called them about this and they gave me only two options:1. I signed ANOTHER five year agreement to get a real device.2. I cancelled this with 90% of remaining fee.Yes, there was not even an option of getting a real camera and finish the remaining three years. I also mentioned whether I can cancel the auto renew on **** and this is what they answer:I can only cancel it one month before the end date on **** BY FAX. And if they dont receive it or it gets lost I will automatically renew this for ANOTHER FIVE years without me agreeing to anything. I ask whether I can set default to be not automatic renewal and they said no after seven transferred calls. They also keep spamming me every day during work hours.Currently I am also looking for a laywer for this because Alder is:1. Charging me for a camera I never used for two years 2. Threaten to use my SSN for some purposes which involves identity theft.3. Try to get me auto renewed for another five years after **** even after I told they multiple times I dont want to continue after ****.4. Refuse to give me back the 2 years payment, they even refuse to continue for the three remaining years. If I want a real I camera I have to sign for another five years.5. They never mentioned any agreement during their sales.6. Keep spamming and harassing me during working hours with phone calls.7. They increase the monthly price without notifying me
Business Response
Date: 12/21/2023
Thank you for bringing this to our attention. This is being reviewed and we will have a solution for you shortly.

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Alder is NOT a BBB Accredited Business.