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

  3135 Millbranch Rd Memphis, TN 38116-1917

• 

  Alder

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

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:12/18/2023

  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 Security had not provided the service promised. They have continuously charged my account for $58 for the past nearly 2 years. They will not close my account, nor will they issue a refund for the $ they have taken. I have spoken to them several times and each time, I am told the same thing. When I ask for upper management, I am told there is none and they refuse to give me a phone number other than customer service. I am owed over $1000 back as I have not received service for what I have paid for. They tell me there is protocol to close an account and I would have to pay a 90% cancellation fee. I refuse to pay them another *****. I have blocked my bank account. I believe this company is a SCAM and I need help getting this taken care of and getting my money back

  Business Response

  Date: 12/20/2023

  We have spoken with ******************** directly. Thank you.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21026160
  
  I am rejecting this response because: They do not want to refund the amount I am asking. They want to pay me $300 which is a fraction of what i paid them without service. I want at least $1000 from them. I am owed more, but will settle for that amount. I will go further and contact the local news and the attorney General if I have to in order to get this resolved. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/20/2023

  We are sorry we were unable to come to an agreement. The check request has been sent and you should receive it shortly.

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I just called to have my equipment return on 12/14/2023 at 2:20pm ET. Apparently, it is after the 30 days and I was told that I could no longer return it and someone would have to take over payments, which I considered doing.However, the situation below occurred and I am NOT Happy and want me services cancelled, equipment returned, etc.I just got off the phone all of ***** minutes ago with someone in ****************** who asked me why I was returning the equipment, which I said I no longer need it. He kept asking why and I said I just don't need the services. I was not approached by any other service provider or anything. I did not move and therefore don't need it. Then he proceeded to tell me in a rude manner "well why did you get the services if you weren't going to use it. That doesn't make sense." In which I told him, excuse me... You don't talk to customers in that manner and I proceeded to ask for a manager and he said he was the manager. I asked for someone above him to give me a call because of the way he spoke to me. So, I need someone (Above a manager) to listen to the call, and give me a call back before this is escalated even further.Called back and spoke with ****** who connected me to ******* from ********************* who said I can transfer services or pay $2000+ in cancellation fees. Which, 1- I am not sending anyone to Alder based on the customer service that I had from the 1st representative in account management. 2nd- I am not paying for a service that I haven't used and it is just sitting there because I did not move and don't need the services.So, I am sending an email to corporate because at this point, I am utterly disguised with Alder **************** and so called "Management".

  Business Response

  Date: 12/19/2023

  Thank you for bringing this to our attention. This issue has been escalated and we will be in touch with you soon to discuss a resolution.

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 21008635
  
  I am rejecting this response because:

  my Issues have not been resolved.

  Sincerely,
  
  *********************

  Business Response

  Date: 01/02/2024

  We spoke with ************** and offered her assistance with getting her system back online but she declined. We do have an agreement in place, which we have honored, and we prefer to keep this account active. Again, we are happy to assist ************** with getting the system installed at her new location and we hope she will reach out to us soon.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21008635
  
  I am rejecting this response because:

  lowering my rates for the full 60 months is still unacceptable I requested to have my account be sent to upper management and to have someone call me who is not just a representative and that still has not occurred I will never recommend anyone to this company. They are just a leech at this point Very disappointed with how I was treated.

  Sincerely,
  
  *********************

  Business Response

  Date: 01/04/2024

  The account was sent to upper management, it was reviewed, and we are trying to get this resolved for you. Please call us back so we can resolve all the concerns mentioned in the complaint.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21008635
  
  I am rejecting this response because:

  No one from upper management has called me Even when I spoke to Bell on 1/2/24, she also said that upper management doesnt call, but shell see what she can do I will not call you all back. That is absurd You have my account and information, so you call me. 

  Sincerely,
  
  *********************

  Business Response

  Date: 01/09/2024

  We discussed this with ************** last week and came to an agreement. Thank you.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21008635
  
  I am rejecting this response because:
  
  Again, corporate needs to call me. Until then, I will continue to reject.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2024

  We just called and got your voicemail. We will wait to hear back from you.

• Initial Complaint

  Date:12/14/2023

  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.

  This company trick me into a contract without my consent

  Business Response

  Date: 12/18/2023

  The account has been canceled as requested. Please contact us directly with any questions.

• Initial Complaint

  Date:12/12/2023

  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.

  Our security system has not worked for approximately 5 months. My husband has talked to numerous employees at Alder about the problem. They have said that they will send a technician to fix it. My husband takes off work without pay to be here for the technician. No one ever shows up. My husband has lost about 3 days pay to be here. It has been so frustrating. They have lied to us over & over & we just want to be finished with this fraud of a company. My husband called them again today. They said they would cut off our monitoring system. He has told them today & also in the past to stop the monitoring because the system does NOT WORK! People need to be warned about this horrible business so that they don't go through what we have with Alder.

  Business Response

  Date: 12/15/2023

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

• Initial Complaint

  Date:12/12/2023

  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.

  The issue is a salesperson enter my home and lied that I qualify for two free cameras. No contract. It was a second account that was not authorized. Then took payment out of my bank unauthorized. My bank blocked them. They cancel my security system. I want all this equipment out of my house and all the damage that has been to my house. Wires installed. Yall cancel two appointments. Im being harassed. Im sick and tired of this company.

  Business Response

  Date: 12/15/2023

  Thank you for bringing this to our attention. We are reviewing the issues listed in your complaint and we will be in touch with you soon.

• Initial Complaint

  Date:12/11/2023

  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.

  I sold my home and they continue to have the security service for a house I no longer own and refuse to turn it off and continue to charge me

  Business Response

  Date: 12/14/2023

  ********************** account has been canceled as requested. Please contact us directly with any questions.

• Initial Complaint

  Date:12/11/2023

  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 had many issues with Alder and the last three months I have had no service. They were supposed to come and install camera's & fix the system on October 31st and that was a long wait to get them to come and then they didn't show! Now they can't get anyone to come until Dec. 26th. This is voiding out our contract .... I asked them to stop taking the money out of my credit card since it doesn't work and they wouldn't. I have cancelled that credit card and now they are sending a bill for something that doesn't work. I was paying $31.94 a month since 4.20-2020 and now all of a sudden they were taking $ ***** out of my credit card for the prior 3 months. I called and asked them to stop taking it out because it is not working and I asked why they raised it and they say it is for the camera's which I never got. I am asking the reimburse me for the last 3 months and to cancel the new contract and they are saying I have to pay 90 %. I also don't want them sending bills. The total amount is $111.78 that I would like reimbursed. Thank you, *****************************

  Business Response

  Date: 12/15/2023

  Thank you for bringing this to our attention. This issue is being reviewed and we will have a solution for your shortly.

• Initial Complaint

  Date:12/10/2023

  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.

  For the last 3 months we have had at least an alarm abut the smoke detector every Saturday. Most of the time Im at home. I do cancel the alarm at the panel . We do get a call from the alarm company. May receive a text message and my contact person is notified. Im told that they attempt to call but the number does not work. I have given them our phone number multiple time.Their excuse now is the message goes to my voicemail. If they can send me a text message it means to me that my number is valid and working. Many times I call them and the call is drop, but no call back. I cant speak to a supervisor or manager. I have asked to have my account cancelled by phone and email to no avail. This is very annoying. Im charged when the *************** comes out. There is more to say about this business and practices. To upset right now. I have disconnected the smoke alarm. My next step is to stop payment on their monitoring service.

  Business Response

  Date: 12/13/2023

  Thank you for bringing this to our attention. This issue has been escalated and we will be in touch with you soon.

• Initial Complaint

  Date:12/08/2023

  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.

  Not able to get out of the contract for ***************************************************************************************** I'm behind in my payments, Refuse to mail me a bill or a listing of my payments to show how I'm behind.

  Business Response

  Date: 12/12/2023

  We tried calling you to discuss this but we were unable to reach you. As a courtesy we have credited your account the $27.49 that is past due so that will bring you current. Please call us at your earliest convenience as it appears that your system may be in need of service. ************

• Initial Complaint

  Date:12/07/2023

  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.

  11 months ago I installed Alder in my first apartment. I set up another utility over the phone, they transferred me to Alder because they were their affiliate and I ordered the system by call. No representative made me aware of their 60 month locked contract that you have to pay 90% of the total of in order to cancel. In fact, I looked through my emails to find proof of this any all I had was an ownership certificate with none of this information on it. My roommate and I are two young girls who just wanted to feel safe in the city and cannot afford to pay 2k for a cancellation request. I asked the representative to forward me the contract that they claimed I signed and they emailed me a document I have never seen in my life with my name on it but it was not my signature. I told the supervisor that I could not afford the service anymore, matter a fact, I was moving back in with my parents because I cannot afford to live on my own anymore. I informed them that we cannot afford it and my parents could not afford it, nor would they allow a transfer because it is their house.They then pushed for me to try to force the service on to my parents, or anyone else possible. I'm looking to take legal action against the false signature and I would like my account to be cancelled immediately.

  Business Response

  Date: 12/07/2023

  We have responded to Ms. ******* directly. Thank you.