Business Profile
Burglar Alarm Systems
AlderThis 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
- 992 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:12/04/2023
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.
I called Alder to cancel my account. I asked when my contract ended, they informed me that it would end October of 2023. They did not inform me that I had to cancel 15 days prior to my contract ending. I have never agreed to renew my contract and have always declined any offers. I called to cancel and they tell me my contract is not done because it auto renewed. I did not agree to this and want to cancel my account. They made me wait on hold and had no solution to my problem. When I started my service 5 years ago the sales person never informed of the auto renewal. I have been on the phone for over an our and still no solution. I have been transferred 3 times and nothing. It should not be this hard to close an account.Business Response
Date: 12/07/2023
This account was canceled on December 4th. Please contact us directly with any questions.Initial Complaint
Date:12/04/2023
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.
I signed a contract for six years with this company and in june/july 2023 my contract ended. However, there was no email or mail that was sent letting me know that the contract was up and that i would now be charged for another six years. They said they called twice however my phone was not working during that time. They then signed me ** for another six year contract in which I can not end and I have to pay ***************************** order to end it.Business Response
Date: 12/08/2023
Thank you for bringing this to our attention. This issue is being reviewed and we will have a resolution for you soon.Initial Complaint
Date:12/01/2023
Type:Service or Repair 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.
cannot get business to cancel service. Terrible customer service. They are not answering in a timely manner and then when they transfer me to someone else it hangs up. I cannot spend hours trying to get this resolved.
account number is ***** for ****** ****. She has dementia and I have POA over her affairs. I sent Alder the POA with a request to cancel and they are still charging my mother ****** ****. I am tired of their stalling.Business Response
Date: 12/06/2023
The account has been reviewed and canceled. Please contact us directly with any questions.Customer Answer
Date: 12/07/2023
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.
Sincerely,
***** ****Initial Complaint
Date:12/01/2023
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 was lied to by Alder Security about receiving cameras multiple times. I'm paying each month for security but they are failing to give me working cameras that go with my service. I would like my solar cameras that was promised in 3-5 business days and it's been over two weeks nowBusiness Response
Date: 12/06/2023
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:12/01/2023
Type:Order 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.
I have had Alder Security system in my home since June 2018. I needed to cancel services in 2022. I was told I was still under contract but that they could reduce payment by $5.00. I agreed. Now I have just bought a furnace (10,880.00) at 15% and need to cancel service completely. They told me that when I spoke with them in 2022 I agreed to another 5 year contract. I did not. I would not because I remember that at the time I had about a year left and I wouldn't want to be under another contract.
I have emailed/called in the last 10 days and keep getting the run around. I have requested an audio copy of the voice call and any documents signed by me. Retention department said she listened to the call but is unable to forward. How does that work? I have to wait a week or so for them to send it to me. Meanwhile I am using services I don't want and on the hook for services I don't want because of a verbal/written contract that I DID NOT MAKE.
They made offers, like 2 months to 6 months free and I have said no because I feel that would be dishonest when I cannot afford it in 6 months any more than I can today. I'm trying to be honest and responsible and not incurring more debt and they are being ridiculous.
I have used their services since June of 2018. I have fulfilled the original contract and want it to be cancelled without paying for service I no longer want or signed up for.Initial Complaint
Date:11/30/2023
Type:Customer Service 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 had an alarm system that has not been working since Jan of 2023. I have been calling and all they do is lie as to when they will have my equipment out. Its been almost a year and still nothing. They sent a tech to my house that had a broken hand and no equipment and he asked my why did they send him to my house. I told him ask them not me. I am tired of being scammed with the lies. I have a faulty system and they refuse to give me the corporate office number. I sent the corporate office emails and no response. I am in desperate need of help, customer service told me if I cancel my contract I will owe ************************************************************************************************************************* I need help!!!Business Response
Date: 12/06/2023
We have spoken with ********************** and this has been resolved.Initial Complaint
Date:11/29/2023
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.
This company are get over scammers keep you in a non verbal contract without your permission.Business Response
Date: 12/01/2023
The contract was explained verbally through a recorded phone call and was clearly stated in the written agreement. If there is any part of the service you need help with please let us know.Customer Answer
Date: 12/01/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *****Customer Answer
Date: 12/04/2023
This company tell you no contract when signing up then they renew the contract that you did not sign up for this is fraud.Business Response
Date: 12/04/2023
There was no additional information in the response.Customer Answer
Date: 12/04/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *****Customer Answer
Date: 12/04/2023
This company is fraud.Business Response
Date: 12/04/2023
We already responded to this allegation.Customer Answer
Date: 12/04/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *****Initial Complaint
Date:11/28/2023
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.
I Dec 2021 I was called about a security system for my new location (I was moving to a condo located on ground floor). I SPECIFICALLY asked the woman from Alder if there was a contract involved & she said no. Then I find out there was a contract that supposedly I signed electronically. I was told today during call they would email copy of contract but still haven’t received. I only agreed to 16 months but they argue it was 60 months. I called several months ago to get out of contract and they said it would be $2000. I could either pay that or sell the remainder of the contract to someone. Nobody wants it & a couple of people said alder was terrible-bad ethics. I thought I’ll just keep the service till contract is up, which should have been Jan 2024. They tell me today same thing as before. Sixty month contract & $2000 to cancel. I told them-repeatedly-the service was of no use to me & id be happy to return equipment. The lady kept trying to sell me additional services. I told her I was on Social Security & could not afford service in addition to service (it just tells me when a door opens. I already know that because I’m opening the door. Then she tells me they have gone up on their monthly fee, which I never was informed of this. NEVER. They consistently lied & rarely let me talk, and when I did she continued to talk over me trying to sell my additional services. I did not sign up for 60 months. I don’t even know if I’ll still be in this location. Everyone I spoke to was very rude which made me even more upset. I told them I would be lodging a complaint with BBB. I hope you can help me with this. Thank youBusiness Response
Date: 11/30/2023
We have sent Ms. ******** a copy of the call where we discussed the term length. We are waiting for her to review it and get back to us.Initial Complaint
Date:11/25/2023
Type:Service or Repair 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.
More than 2 years ago In April of 2021 I signed up for Alder security system on the phone. I got 2 cameras, a panel, & sensors. They said it would be easy to install it by myself. When I received the equipment, I realized I won’t be able to install it. I called Alder to cancel the service and to return unopened equipment . But they refused to cancel. I was shocked to hear that I locked myself into a 5 year contract. They sent me a recording where Rep mentions 60 or 16 months (voice sounded unclear to me) and I say yes. I remember they were asking me different questions on the phone to some of which I said yes, but nothing about a 5 year contract. I asked to see the contract, they sent me a document agreement for 60 months, but the signature didn’t look like mine. I told them English is not my 1st language, and as an immigrant, I had no idea about any contracts. I wanted to return the equipment. But despite the fact, they were not willing to help. Instead they asked for $3000 cancellation fee. After a long negotiation they only allowed to return the cameras which made my monthly rate $42. I was paying them until I sold my house in July 2023. I called them again asking to cancel my contract. Not only they refused to cancel without paying the remaining balance $1223, but they also increased my rate by $5. After dealing with them for 2 months they brought it back down to the original rate. Still, I feel totally trapped by their actions as they’ve been collecting money from me even though I am not using their service. I stopped paying 2 months ago. They sent me a letter warning me with further collection measures which is absolutely unethical. I called them again, they tried to push on me to find people to transfer the service to. I have tried to offer the equipment to someone, but they refused after seeing the bad reviews. I’ve been trapped to pay for 5 years. This contract needs to be closed. I need a 100% refund of my payments. I will return the unused equipment.Business Response
Date: 11/28/2023
Thank you for bringing this to our attention. This issue has been escalated and we will be in touch with you soon.Customer Answer
Date: 12/05/2023
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.
Sincerely,
******* ******Initial Complaint
Date:11/21/2023
Type:Billing 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.
Requested cancellation of service in August of 2021. We were told it would cost $1,758.73 to payoff contract. Description of contract cancellation included on the cashiers check with account number with statement balance paid in full. Unbeknownst to us, Alder did not payoff the account but used the money for monthly payments. June of 2023 they began requesting additional payments. When contacted, they informed us the account was not closed and that we still owe for the contract. They have billed multiple payment requests in spite of sending them the check with the payment cancellation check copy and are sending notices telling us we owe and they have now terminated service that we fully paid in 2021! This needs to be closed and all amounts due cleared as they fraudulently applied payments as monthly payments to keep the account open instead of showing the account paid.Business Response
Date: 11/22/2023
The account has been canceled. We have attached a letter of confirmation.Customer Answer
Date: 11/28/2023
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.
Sincerely,
******* ******
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